florame.ai · Legal information

Privacy policy

Updated on 12 September 2026.

1. Who processes your data

The data controller is AWAD MELAD, VAT number 10670180586, based at Via Chiana & Strada Statale 4 Via Salaria, 00198 Roma (RM), Italy. For privacy enquiries: info@florame.ai.

2. What data we use

Depending on the service requested, we may process account and contact details, billing and delivery addresses, street numbers and practical instructions, coordinates or identifiers of the selected location, requested dates and time windows, coverage check results, order details and payment authorisation or capture status, preferences, messages and support enquiries, technical device data, consent records, website interactions, optional preparation or proof-of-delivery photographs, review content and professional partner data.

We do not receive full card details. Payments are handled by the providers available at checkout.

3. Purposes and legal bases

Coverage and florist matchingFor the person requesting the service, pre-contractual steps taken at their request, limited to what is necessary to check the address, date, time window and availability (Article 6(1)(b) GDPR).
Request, order, payment, delivery or pickupFor the buyer’s data, performance of the contract and requested pre-contractual steps, limited to processing necessary to manage the order (Article 6(1)(b) GDPR). The same basis applies when the buyer receives the flowers themselves.
Delivery to someone other than the buyerThe legitimate interests of florame.ai and the buyer in delivering the gift and handling unexpected issues (Article 6(1)(f) GDPR), balanced against the recipient’s rights and reasonable expectations. We use only data and contact details proportionate to this purpose.
Operational delivery notificationsDelivery arrangements and updates, confirmation or rescheduling: performance of the contract for the buyer’s data, or legitimate interests for another recipient’s data, as distinguished above. Operational notifications do not include offers or promotions. The methods and controls are described below.
Account, loyalty and supportPerformance of the contract and activities requested by the user.
Invoices, security, fraud and disputesLegal obligations for tax and accounting requirements (Article 6(1)(c) GDPR); legitimate interests in preventing abuse and protecting the service and rights in disputes (Article 6(1)(f) GDPR).
Buyer reviewsLegitimate interests in collecting verified feedback. Users may choose not to respond and may object to reminders.
Recipient reviewsOnly following the recipient’s explicit, optional choice. No reminders are sent to recipients.
Analytics, heatmaps and advertisingConsent, where required. Without consent, only necessary technical functions remain active.
Promotional communicationsConsent, which may be withdrawn at any time.

4. Buyer and recipient

Where the data comes from. If you receive a gift, the person placing the order provides your name, contact details, address and delivery instructions. We use them to check coverage, assign the bouquet to the responsible florist, arrange delivery and handle unexpected issues. This notice also covers data received from the buyer, under Article 14 GDPR.

How the service works. The buyer can choose to notify you and allow rescheduling, or keep the surprise and coordinate delivery personally. When the service is enabled, we send an operational WhatsApp notification to the number in the order. If the message is confirmed as undelivered, a backup SMS may be used where available; email, if provided, is an optional alternative. The personal link lets you confirm or change delivery before the stated deadline, without registration or payment requests.

Recognising the sender. The notification and personal page show the name in the buyer’s billing details or profile, even if the card is unsigned. We do not show billing addresses, tax details or payment data. This helps you recognise who sent the gift and prevent misuse.

Managing notifications or getting help. You can disable notifications on the personal page or by replying STOP on WhatsApp. This also applies to backup SMS and is respected for subsequent orders. You can request a confidential check of the sender from the page or by emailing info@florame.ai. This suspends notifications and is handled by florame.ai and the responsible florist, without being automatically forwarded to the buyer. Disabling notifications does not itself cancel the order; gift-related issues are handled separately with the team.

4-bis. WhatsApp chat

Business Platform chats and message templates are used for delivery information and support. After you send a message, the platform allows free-form replies within 24 hours of your last message. Starting a conversation or messaging outside this window requires templates approved for the intended purpose.

The technical WhatsApp window is separate from the rescheduling deadline shown on your delivery page. A new message from florame.ai does not extend that window. Your reply does not automatically reactivate disabled notifications or authorise promotional communications. You can always use STOP or the personal page controls.

5. Partners and providers

During a search, we may use the area, date and time window to identify compatible partners. Details needed for preparation and delivery or pickup are provided to the florist handling the request. We also share only necessary data with service providers: Shopify (store and checkout), Google Cloud/Firebase (hosting, database, authentication and notifications), SendGrid (operational emails), Meta/WhatsApp and Kapso for WhatsApp notifications, SMSAPI (LINK Mobility) for backup operational SMS where configured, payment providers such as Shopify Payments and Stripe, support and security services, OpenAI and Google Gemini when AI functions are used, and Microsoft Clarity and Google/Meta platforms only in accordance with applicable cookie preferences. Providers act according to the roles and agreements required by law.

6. Retention

  • Tax and order data: for the period required by law, normally 10 years;
  • Accounts, saved occasions and florame.ai Club transactions: while the relationship remains active, then for as long as needed for obligations, fraud checks and disputes;
  • Support: normally up to 24 months after the enquiry closes;
  • Delivery notifications: the order retains the preference, notice version, choice date and sending result to document the service. Objections are retained in pseudonymous form for as long as needed to respect requests for no further notifications;
  • Raw analytics events: up to 90 days. Aggregated statistics may be kept longer;
  • Optional proof-of-delivery photos: up to 180 days, unless a dispute or retention obligation applies;
  • Review invitations: usable for 30 days. Published reviews remain while useful or until removed under applicable rights.

Delete your account and data

You can request deletion of your florame.ai account and associated data from the app or website, signed in to the relevant account. The request is linked to the identity verified by Shopify. The team handles it manually, normally within one month, and sends confirmation to the account email. Any permitted extension is explained within the first month. We retain only data needed for legal obligations, security or disputes and a minimal record of how the request was handled. The email and name are removed from the queue on completion.

7. International transfers

Some providers may process data outside the European Economic Area. In these cases, we use mechanisms provided by the GDPR, such as adequacy decisions or standard contractual clauses, together with available safeguards.

8. Your rights

Where provided by the GDPR, you may request access, rectification, erasure, restriction and portability by emailing info@florame.ai, even without a florame.ai account. You may withdraw consent at any time, without affecting the lawfulness of earlier processing, and lodge a complaint with the Italian Data Protection Authority.

Right to object. You may object to processing based on legitimate interests for reasons relating to your particular situation (Article 21 GDPR). To stop automatic notifications, disable them on the personal page or reply STOP on WhatsApp; no reason is required. We do not switch channels to continue disabled notifications. For other data-processing requests, contact us at the address above.

9. Cookies and changes

Details and preference controls are in the Cookie policy. We update this notice when services or obligations change. The date above identifies the current version.