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LegalLast updated October 12, 2026

Security & Data Retention

How Sellio protects the data our customers and their visitors trust us with, how long we keep it, and what we do if something goes wrong.

PrivacyTermsSecurity

1. Overview

Sellio is a customer-support platform. Our customers (“Workspace Owners”) use it to talk with their own visitors and customers. We treat that data as theirs: we keep only what the Service needs, protect it in transit and at rest where our providers allow, limit who can reach it, and delete it on a schedule. This page describes those practices; the Privacy Policy describes what we collect and why.

2. Infrastructure

  • Encryption in transit. All traffic to sellio.chat, the dashboard, the chat widget and our APIs is served over HTTPS through Cloudflare, which also absorbs abusive traffic before it reaches our servers.
  • Backups. The database is backed up every day to Cloudflare R2, which encrypts stored objects at rest. We keep the last 14 daily backups; older ones are deleted automatically.
  • Files. Chat attachments and uploads are stored in a private bucket and served through short-lived signed links, never through permanent public URLs.
  • Payments. Card payments are handled by our payment providers (Polar, and Shopify for plans bought through the Shopify App Store). Sellio never sees or stores card numbers.

3. Access control

  • Least privilege. Access to production systems is limited to the people who operate the Service, and only for operating it. Production credentials are kept in the hosting platform's secret store, not in source code.
  • Sign-in. Sellio has no passwords to steal: people sign in with a one-time code sent to their email address, which expires after 10 minutes and allows three attempts. Enterprise workspaces can require single sign-on (SAML or OIDC) through their own identity provider.
  • Roles. Inside a workspace, owners and admins control settings, billing and data deletion; agents work conversations. Owners can restrict settings and deletion further.
  • Audit log. Changes to a workspace's settings, members, integrations and data are recorded in its audit log, which owners and admins can review.

4. Application security

  • Tenant isolation. Every request is checked against the caller's workspace membership before any data is read or written, and we test that one workspace can never reach another's data.
  • Chat widget. A workspace's widget only loads on the domains its owner allows. Signed-in customers can be verified with an HMAC signature from the merchant's own server, so nobody can pose as another customer.
  • Abuse limits. Sign-in, public endpoints and webhooks are rate limited, and provider webhooks are verified by signature.
  • Monitoring. Server errors are reported to our error tracking and every request is logged with an id, so problems are seen and traced quickly.

5. Data retention

We keep personal data only as long as the Service needs it. These periods are enforced automatically:

  • Conversations, messages and contacts stay in the workspace until the Workspace Owner deletes them, or deletes the workspace. They are the owner's records, and the owner decides how long to keep them.
  • Browsing activity collected by the chat widget (page views, events and visit sessions) is deleted after 13 months.
  • Anonymous visitors who never started a conversation and never shared a name or email are deleted after 12 months without activity.
  • Deleted workspaces are removed from the live database immediately, together with everything in them, and disappear from backups within 14 days as those backups expire.
  • Account and billing records are kept while the account is active and afterwards only as long as tax, accounting or legal obligations require.

Workspace Owners can delete individual conversations, all conversations, or their whole workspace at any time from the dashboard. Visitors can ask the business they chatted with, or us at privacy@sellio.chat, to delete their data.

6. Incident response

A security incident is any event that puts the confidentiality, integrity or availability of customer data at risk: unauthorized access, a leaked credential, data exposed by a bug, or a compromised provider. When we suspect one, we follow these steps:

  1. Detect and record. Reports come from error tracking, logs and rate-limit alerts, from our providers, or from customers and researchers. Each suspected incident is recorded with what is known and when it was found.
  2. Assess within 24 hours. We confirm whether it is real, which data and which workspaces it touches, and how severe it is.
  3. Contain and fix. We stop the exposure first: revoke or rotate the affected keys and tokens, block the access path, or take the affected feature offline, then fix the cause.
  4. Notify. If personal data was affected, we tell the affected Workspace Owners without undue delay, and no later than 72 hours after confirming it, with what happened, what data was involved, what we have done and what they should do. Where the law or our agreements require it, we also notify the relevant authorities and platform partners (such as Shopify or Meta). Workspace Owners remain responsible for informing their own customers where required, and we give them the details they need to do so.
  5. Review. Within 14 days of resolving it, we write up what happened and what we changed so it does not happen again.

7. Reporting a vulnerability

If you believe you have found a security issue in Sellio, email privacy@sellio.chat with the details and steps to reproduce it. We acknowledge reports within two business days and keep you updated until it is fixed. Please give us a reasonable time to fix the issue before disclosing it, and do not access or change other people's data while testing.