Privacy Policy

CustoDesk (“CustoDesk”, “we”) operates custodesk.com and the workspace software behind it. This policy covers the marketing site, the product, and the customer-facing surfaces we host for you - portals, help centers, review widgets and chat.

There are two very different kinds of data here, and the difference decides your rights and ours:

• Account data - who signed up, your billing details, how the product is used. We decide what happens to this, so for it we are the controller.
• Workspace data - the contacts, tickets, invoices, files and messages you put into CustoDesk, including personal data about your customers. You decide what happens to this. You are the controller; we only ever act as your processor, on your instructions. We do not sell it, mine it, or use it to build anything of our own.

• Account information - name, work email, company name, hashed password, and any teammates you invite.
• Billing information - plan, apps enabled, invoices. Card details go directly to Stripe; we never see or store a card number.
• Workspace content - everything you or your customers create in the product.
• Technical logs - IP address, browser, timestamps and error traces, used to keep the service running and to enforce rate limits and abuse protections.
• Support correspondence - what you send us when you ask for help.

Inside the product we use no advertising trackers or third-party analytics cookies. Cookies we set there are the ones the service needs: your session, your theme, and the demo-return cookie if you built a demo workspace.

To provide the service and the apps you switch on; to bill you; to send transactional messages such as receipts, security alerts and trial notices; to keep the platform secure and available; and to comply with the law. Where you have asked for it, to send you product updates - which you can stop at any time without affecting your account.

We do not sell personal data. The advertising cookies on this site's own pages (clause 2) can count as sharing for cross-context behavioral advertising under some US state laws: the Change your cookie choice button in clause 2 opts you out, and so does your browser's Global Privacy Control. Nothing inside your workspace is ever shared this way.

Running the service means using a small number of vendors. This is the complete list, what each is for, and what reaches it. If we add one, this list changes at the same time.

Separately, the pages of custodesk.com itself carry advertising tags from Meta, and what they hear is described in clause 2. They never reach the data inside a workspace.

We may also disclose data if the law compels us to. Where we are permitted to tell you first, we will.

CustoDesk uses Claude (Anthropic) for reply drafts, summaries, triage, help-center answers and receipt scanning. For those, only the content of the item being processed is sent - not your database, and not your contact list.

The workspace assistant, where your workspace has it, answers what a team member asks by looking up the records it needs the way that person would: the contacts, invoices, bookings or other records the request is about, and never anything that person cannot already see. What it reads for a request is sent with that request. Owners and admins can read every conversation in Settings → AI Copilot → Assistant history, kept for 12 months after its last ask.

You can turn AI off entirely at Settings → AI Copilot: a master switch, a toggle per feature, the assistant for the whole workspace, one app or one person, and a monthly spend cap you set. With AI off, those features fall back to non-AI behavior rather than breaking.

When a business connects a Facebook Page or an Instagram professional account to the Social app, Meta sends us, with that person's permission: the Page's and the account's names, usernames, pictures and ids; access tokens that let CustoDesk post for that business; and the id Meta gives the person who connected them. We use these only to publish the posts the business writes and schedules, to show where each post went, and to check that the connection still works. The tokens are encrypted, never shown to anyone, and never used for anything else. We do not sell this data, use it for advertising, or read anyone's personal profile.

To remove it: disconnect the account in Social, Accounts, which deletes its token at once; or remove CustoDesk in your Facebook settings (Business Integrations), which stops every token that came from you; or ask Meta to have us delete your data, and we delete the tokens and your Meta id and give you a confirmation page. Posts a business already published stay on Facebook and Instagram, where the business controls them.

The application and database run on Railway infrastructure, with Cloudflare in front. Files are stored in Cloudflare R2. Depending on where those providers host their regions, data may be processed outside your country; where that involves personal data from the EEA or UK, transfers rely on Standard Contractual Clauses or an equivalent lawful mechanism.

Passwords are hashed, two-factor secrets and connected-service credentials are encrypted at rest, API keys are stored only as hashes, and every workspace is isolated at the query level. The detail is on our Trust & security page.

• While your workspace is open - for as long as you keep it, because it is your working record.
• After you close it - deleted within 30 days, other than what we must keep for tax and accounting.
• Demo workspaces - automatically expire and are wound down; they hold sample data, not your business.
• Billing records - retained as long as tax law requires, typically seven years.
• Logs - kept short-term for security and debugging.

Depending on where you live - under the GDPR and UK GDPR, PIPEDA in Canada, and the CCPA/ CPRA in California - you may have the right to access, correct, delete, restrict or object to processing, to portability, and not to be discriminated against for exercising any of them.

For account data, write to support@custodesk.com. For workspace data you don't need to ask us at all:

• Export - Settings → Data & privacy → Download the export gives you your customers, conversations, invoices, estimates, payments, expenses, time entries, jobs, reviews, help articles and team as CSV in a ZIP, on any plan including a free trial. The page lists what the export does not hold yet.
• Delete - the same screen deletes a contact and their history, or the workspace entirely.

If one of your customers asks you to produce or erase their data, you can do it yourself from those screens. Where you need us to act, we will, without charge, and within the statutory time limit.

CustoDesk is a business tool and is not directed at children. We do not knowingly collect personal data from anyone under 16. If you believe a child's data has reached us, tell us and we will remove it.

If we change this policy materially we will say so in the product and by email before it takes effect, rather than changing the date and hoping you re-read it.

Privacy questions and requests: support@custodesk.com. Security reports: security@custodesk.com. We answer privacy requests within the time limit that applies to you, and we don't charge for them. If you are in the EEA or UK and are not satisfied with our response, you may complain to your local supervisory authority.