Privacy Policy
Effective Date: 17- May-2026
Business Name iStitch Studio ("we", "us", "our")
Website: https://istitch.ca/
1. Introduction
This Privacy Policy explains how iStitch Embroidery iStitch Studio collects, uses, and protects information when you interact with us through WhatsApp, our website, or related communication channels, including our AI-powered customer support assistant.
2. Information We Collect
When you message us on WhatsApp or interact with our services, we may collect:
- Your WhatsApp phone number
- Your name (if shared with us or provided in conversation)
- Message content you send to us, including inquiries, order details, and support requests
- Metadata such as message timestamps and delivery statu
3. How We Use Your Information
We use the information collected to:
- Respond to your inquiries and provide customer support (including via our AI assistant)
- Process and follow up on orders or service requests
- Send you relevant updates related to your inquiry or order (via approved WhatsApp message templates)
- Improve the quality and accuracy of our customer support
4. WhatsApp Business Platform
We use the **WhatsApp Business Platform**, provided by Meta Platforms, Inc., to send and receive messages with our customers. By messaging us on WhatsApp, you acknowledge that your messages are processed through Meta's infrastructure in accordance with [WhatsApp's own Privacy Policy](https://www.whatsapp.com/legal/privacy-policy). We do not control how Meta processes data on their platform, but we only access and use your data as described in this policy.
5. AI-Assisted Support
When you message us on WhatsApp, your conversation is initially handled by an automated AI assistant, which responds only to messages you initiate and does not send unsolicited outbound messages outside of approved WhatsApp message templates. The AI assistant helps qualify your inquiry so it can be directed to the right member of our team.
Every AI-handled conversation is monitored by a member of our human support team in real time. Our team can, and regularly does, step in and take over the conversation directly at any point, whether during the initial qualification stage or afterward — to ensure you receive accurate and personalized assistance. Once your inquiry is qualified, a human team member typically takes over the conversation directly.
6. Data Sharing
We do not sell or rent your personal information to third parties. Your data may be shared only with:
- Meta Platforms, Inc. (as the messaging infrastructure provider)
- Service providers who help us operate our business (e.g., hosting, CRM tools), under confidentiality obligations
7. Data Retention
We retain conversation data only for as long as necessary to provide support, fulfill orders, or comply with legal obligations, after which it is deleted or anonymized.
8. Your Rights
You may request to:
- Access the data we hold about you
- Request correction or deletion of your data
- Opt out of receiving further messages from us (reply "STOP" at any time)
To exercise these rights, contact us using the details below.
9. Security
We take reasonable technical and organizational measures to protect your information from unauthorized access, alteration, or disclosure.
10. Changes to This Policy
We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated effective date.
11. Contact Us
If you have questions about this Privacy Policy or how your data is handled, contact us at:
Email: info@istitch.ca
Website: https://istitch.ca/