Flatdesk: terms of service
Last updated 17 October 2026. Installing Flatdesk means accepting these terms.
The service
Flatdesk receives the support email a Shopify store forwards to it, keeps each conversation as a ticket, and sends the store's replies to its customers by email. Beside each ticket it shows the customer's recent orders, read from Shopify. It does not write to the store and holds no permission that would let it.
Data protection
For data protection law, the merchant is the controller and we, the operator of this site, are the processor. As processor we agree that we:
- process data only to receive, store and show the merchant's support email, to send the merchant's replies, and to show the merchant their customers' orders;
- do not sell, share or disclose merchant or customer data to any third party except the sub-processors below, and use no analytics, advertising or tracking service;
- keep only what the privacy page lists, and delete it as that page says: at the latest 48 hours after the merchant uninstalls;
- encrypt data in transit;
- tell the merchant without undue delay on becoming aware of a breach affecting them.
Sub-processors: Cloudflare, for hosting, receiving email and storage. A mail delivery provider, for sending replies. Shopify, as the source of order data and for billing.
The merchant's part
The merchant forwards only mail they are entitled to process, answers it lawfully, and keeps the staff who use the app to the merchant's own policies. Replies are sent in the store's name.
Billing
Flatdesk costs $49 a month after a 14-day free trial, billed through Shopify on the merchant's usual invoice. Cancelling is done in the Shopify admin. We do not handle card details. Mail forwarded to the store's address is stored whether or not a plan is active; answering it needs one.
Availability and termination
The service is provided as it is, without a warranty of uninterrupted availability or of delivery of any email. A reply that could not be sent is kept and marked, so it can be sent again. A merchant may uninstall at any time, which ends these terms. We may end the service for non-payment or misuse, with notice where practical.
Contact
Use the support contact on the app's Shopify App Store listing.