Privacy Policy

1. Data Controller

The data controller responsible for processing your personal data is:

2. What Data We Collect

We collect the following categories of personal and business data:

• Account data: email address, name, organization name.
• Business data: revenue metrics, expense records, store performance data that you or your integrations upload to the platform.
• Usage data: session logs, feature usage, browser type, IP address — used solely for security and product improvement.
• AI assistant queries: the questions you ask the marql AI assistant are stored with your account and may be reviewed by our team in aggregate to understand which capabilities matter and to improve the product. They are never shared outside marql or used to train third-party models.
• Consumer chat widget conversations: if you embed the marql chat widget on your website, we process the messages your website visitors send, including any name and phone number or email they give for a pre-order or to open a loyalty account. For this data you are the controller and marql is your processor — we handle it only to operate the widget on your instructions.

  To produce an answer, the visitor's message and the conversation so far are sent to one of our AI inference providers — Together AI, Groq or Fireworks AI. Which of the three answers a given request is set by configuration and can change between releases, so all three are listed as recipients at marql.one/subprocessors. Because the widget exists to tell a shopper which of your shops has an item and where that shop is, your shop names and addresses are sent to the provider as they are, and are not anonymised. Anything not needed to answer is held back: the assistant is given your shop list by name only and receives a street address solely when a visitor asks where you are; verification codes are removed before a conversation is stored; and the phone number or email left for a pre-order is not repeated back into the model.

  Conversations are stored against a random browser session token — no marql account, no advertising identifier, no cross-site tracking. If a visitor chooses to open your loyalty account inside the chat, that session is additionally linked to their loyalty account for up to 30 days. Transcripts are deleted automatically after the retention window set on your widget settings page, which is never longer than 90 days. Widgets created from August 2026 store transcripts with email addresses and phone numbers masked by default; widgets set up before then keep storing them as typed until you change that instruction on the same page.

  A pre-order is kept as a separate record — an order reference, the name and contact the visitor gave, the items, and your fulfilment status — so that an order does not disappear when the conversation does. Pre-orders are visible only to the people in your organisation who run the widget, are deleted automatically after the pre-order retention window on your widget settings page, which is never longer than 365 days, and are deleted with the rest of your data if you delete your organisation. Your visitors are told they are chatting with an AI assistant before the conversation starts.

3. Legal Basis for Processing

We process your personal data on the following legal bases (GDPR Art. 6):

• Contractual necessity: to provide the marql platform services you have subscribed to.
• Legitimate interest: to maintain platform security, prevent fraud, and improve our services.
• Consent: for optional communications such as product updates and newsletters.

4. Data Storage & Security

Your data is stored on AWS infrastructure in the EU (Stockholm, eu-north-1 region). We apply industry-standard encryption in transit (TLS 1.2+) and at rest (AES-256). Access to production data is restricted to authorised personnel only.

5. International Transfers

Your data is hosted in the EU. marql is operated from the United Kingdom, so our personnel and systems access that data from the UK. The European Commission has decided that the UK provides an adequate level of data protection (adequacy decision of 19 December 2025, in force until 27 December 2031), so no additional transfer safeguards are required for personal data moving from the EEA to us. Where a sub-processor operates outside the EEA and the UK, transfers rely on Standard Contractual Clauses.

6. Data Retention

We retain your account and business data for as long as your subscription is active. Upon account deletion, personal data is removed within 30 days. Anonymised aggregated analytics may be retained for longer periods for statistical purposes. Consumer chat widget transcripts and pre-orders have their own, shorter windows, set by you on your widget settings page and capped by us — see the chat widget entry in section 2.

7. Third-Party Processors

We use the following sub-processors to operate the service:

• AWS (Amazon Web Services): database hosting (EU, eu-north-1).
• Railway: application deployment and orchestration.
• Cloudflare R2: object storage for generated files and uploads.
• Together AI, Groq, Fireworks AI: AI inference on open-weight models. Any of the three may serve a given request — the active provider is set by configuration — and each is bound by a data-processing agreement. Providers do not train on your data, and we do not use OpenAI or Anthropic. In the marql platform and its AI assistant, store and partner names are replaced with opaque codes (Store-1, Partner-2) before a query is sent and are restored only inside marql. The consumer chat widget works differently: its whole purpose is to tell a shopper which of your shops has an item and where it is, so shop names and addresses reach the provider as they are — see the chat widget entry in section 2.
• Langfuse GmbH: AI observability. Metadata-only traces of AI calls (model, tokens, latency, pseudonymous identifiers), hosted in the EU; masked prompts may be enabled explicitly for a quality investigation.
• ElevenLabs, Deepgram: voice synthesis and live speech recognition for the opt-in voice mode. Microphone audio and spoken summaries are processed transiently and never stored by marql.
• Resend: transactional email (verification, password reset, reports).
• Stripe: payment processing. Stripe is the data controller for payment card data.

The full, current list — with purpose, data, and region — is at marql.one/subprocessors.

8. Your Rights (GDPR)

Under GDPR you have the right to:

• Access, correct, or delete your personal data.
• Restrict or object to processing.
• Data portability — receive your data in a structured, machine-readable format.
• Lodge a complaint with a supervisory authority — the data protection authority of your EU/EEA country of residence, or the UK Information Commissioner's Office (ICO): ico.org.uk.

You can delete your account and personal data yourself at any time in Settings → Account Security; an organization owner can delete the organization and all of its data there too. Deletions take effect immediately in our live systems and roll off encrypted backups within our backup retention window. To exercise any other right, contact us at [email protected].

9. Cookies

We use strictly necessary session cookies to keep you authenticated. We do not use advertising or tracking cookies. Analytics are collected in an aggregated, anonymised form.

10. Changes to This Policy

We may update this policy from time to time. Significant changes will be communicated via the platform or by email. Continued use of the service after changes constitutes acceptance.