LEGAL · PRIVACY

Privacy Policy

Effective October 7, 2026 · Formello Market LLC, Eugene, Oregon

This Privacy Policy explains what information Formello Market LLC collects through this website and while delivering remote customer support, why we collect it, who may receive it, and the choices available to you.

1. Who we are

Formello Market LLC (“Formello Market,” “we,” “us,” “our”) is an Oregon-based company providing remote customer support outsourcing: chat, email and ticket handling, inbound call coverage, inquiry intake and routing, and related playbook work. Our address is 30 E 17th Ave, Eugene, OR 97401, United States.

This policy covers two different relationships. First, visitors to this website and people who submit a desk request. Second, business clients who engage us to answer customers on their behalf. For the second relationship, we generally act as a service provider that handles personal information on the client’s instructions; the client remains responsible for its own customers’ data and its own privacy notice.

2. Scope of this policy

This policy applies to formellomarket.com, the desk request form, and communications that begin from them. It does not govern the websites, help desks, phone systems, or customer records that belong to our clients. If you are a customer of one of our clients, please read that client’s privacy notice and contact the client for access, correction, or deletion requests.

3. Information we collect from website visitors

When you use the site or send a desk request we may collect:

• Contact details you enter: name, work email, phone number, and business name.
• Your description of channels, tools, expected volume, coverage windows, and preferred contact method.
• The channel brief generated by the Channel Stack tool if you choose to carry it into the form.
• Basic technical data attached to a form submission, such as submission time, the requesting host name, and IP address, used for security and abuse prevention.
• Records of our correspondence with you.

Please do not include passwords, payment card numbers, government identifiers, health information, or other sensitive data in the desk request form. If it arrives, we will delete it where practical.

4. Information handled while delivering support

Once a written engagement is in place, we may have access to client systems and to customer information that appears in those systems. Depending on scope this can include customer names, email addresses, phone numbers, order or account references, message contents, call notes, and ticket histories.

• Access is limited to what the client grants and what the scoped channel requires.
• We use client customer data only to deliver the agreed support work, to document hand-offs, and to meet legal obligations.
• We do not use client customer data to market our own services, build advertising profiles, or train unrelated products.
• Call recording, transcription, and similar features are used only if the client enables them and has given any required notices to callers.

5. How we use information

• Respond to inquiries, prepare proposals, and scope hours, channels, and coverage windows.
• Onboard clients, set up queues and playbooks, and deliver contracted support.
• Send service-related messages such as status notes, invoices, and scheduling emails.
• Maintain, secure, and improve our website and intake process.
• Detect and prevent spam, fraud, misuse of the form, and other abuse.
• Comply with law, enforce our agreements, and protect our rights.

6. Legal bases and permissions

Where privacy law requires a legal basis, we rely on one or more of the following: performance of a contract or steps taken at your request before a contract; our legitimate interests in operating and securing a support business; compliance with legal obligations; and your consent where we ask for it, which you can withdraw at any time.

7. How we share information

We do not sell personal information and we do not share it for cross-context behavioral advertising. We may disclose information to:

• Service providers that help us host the website, deliver email, run help-desk or telephony tools we use to deliver your support, keep records, or process invoices, bound by confidentiality and security obligations.
• The client on whose behalf we handled a customer interaction.
• Professional advisers such as accountants and legal counsel.
• Authorities or other parties when required by law, subpoena, or to protect rights, safety, or property.
• A successor entity in a merger, acquisition, or sale of assets, with notice where required.

8. Confidentiality and security

We apply reasonable administrative, technical, and organizational safeguards to the information we hold, including role-limited access, unique credentials for client systems, and removal of access when an engagement ends. No online service can promise absolute security. If we become aware of a security incident that affects client data in our care, we will notify the affected client without undue delay and cooperate with its response.

9. Retention

Inquiry records are kept for as long as needed to respond and for a reasonable period afterward in case you return. Engagement records, invoices, and agreements are kept for the period required for tax, accounting, and legal purposes. Client customer data that is stored in our own tools is deleted or returned within a reasonable period after the engagement ends, unless the client asks otherwise in writing or a law requires us to retain it.

10. Cookies and similar technologies

The site uses a minimal set of technologies described in our Cookie Policy.

11. Your choices and rights

Depending on where you live, you may have the right to ask whether we hold personal information about you, request a copy, correct it, delete it, restrict or object to certain processing, or withdraw consent. To make a request, contact us using the details below. We may need to verify your identity, and we may decline requests that conflict with legal duties or that concern data we hold only as a processor for a client; in that case we will point you to the client.

Residents of Oregon and certain other states may have additional rights under state privacy laws. We do not discriminate against anyone for exercising a privacy right.

12. Children

Our services and website are directed to businesses, not to children. We do not knowingly collect personal information from anyone under 16. If you believe a child has sent us information, contact us and we will delete it.

13. International visitors

We operate from the United States. If you contact us from elsewhere, your information will be transferred to and processed in the United States, which may have different data protection rules than your country.

14. Third-party links

The site may link to external services. We do not control their content or privacy practices and encourage you to review their policies.

15. Changes to this policy

We may update this policy as our services or legal requirements change. The effective date at the top shows the latest version. Material changes will be flagged on this page before they take effect where practical.

16. Contact

Questions or requests about this policy: Formello Market LLC, 30 E 17th Ave, Eugene, OR 97401, United States · phone +1 (929) 873-2811 · email connectteam1@formellomarket.com.

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