Privacy Policy

1. Introduction

This Privacy Policy explains how Mobile Flow Ltd ("we," "us," or "usfax.com") collects, uses, shares, and protects personal information when you use our website at usfax.com, our web application at app.usfax.com, and our online fax services (collectively, the "Service"). By using the Service, you agree to the collection and use of information as described in this policy. If you do not agree, please do not use the Service.

2. Information We Collect

2.1 Information you provide

• Account information: Name, email address, and password when you create an account (or your Google account email if you sign in with Google), your company or practice name, an optional profile photo, the email addresses you choose for notifications, and your two-factor authentication enrollment.
• Billing information: Subscriptions and pay-per-fax purchases are sold by our merchant of record, Paddle, which collects your payment details directly. We receive your name, billing email, plan, subscription status, invoices, and Paddle customer and subscription identifiers. We never receive or store your full card number.
• Fax content: Documents you upload, send, receive, or schedule through the Service, including attachments, fax cover pages, any note you type on a cover page, and any private note you attach to a fax in your fax history.
• Email-to-fax: If you send a fax by email to a fax.usfax.com address, we process the sending address (it must match your account email), the subject line, and the attachments. The attachments are converted into the fax and the subject line is stored as the subject of that fax.
• Signature image: If you add a signature to your cover sheets, the image you draw or upload in Settings is stored on your profile and placed on cover sheets you choose to sign.
• Fax details: Recipient and sender fax numbers, recipient names you enter, subject lines, page counts, delivery status, timestamps, scheduled send times, and carrier references for each fax.
• Contacts and files: Contact names, fax numbers, and company names you save, and files and folders you store in your file library.
• Team information: If you invite people to your account, the email address and role of each person you invite, who invited them, the status of the invitation, and, once they join, their name, email address, role, and any fax numbers assigned to them. If you join another account, your membership in that account.
• Number porting: If you port a fax number to us, the information required for the letter of authorization (LOA): the name and title of the authorized person, the business name, the current carrier, the carrier account number, the billing telephone number, the service address, the account and port type, a copy of a recent bill, your drawn or uploaded signature, and the date, IP address, and browser details recorded when you sign. If your carrier requires a port-out PIN or passcode, it is stored separately from the LOA and is never printed on it.
• API keys: If you create an API key, the name you give it, who created it, when it was last used, and a hashed copy of the key. The key itself is shown to you once and is not stored.
• Communications: Information you provide when you contact our support team, submit feedback, or respond to surveys.
• Personalised offers: If we prepare a personalised offer page for your firm (usfax.com/offer/…), that page holds the firm name, the contact name and email address, the fax number you asked about, the plan, billing interval and team size quoted, the source of the enquiry, and a copy of your firm's logo fetched from your firm's public website. We record how many times the page is viewed and when it was last viewed.

2.2 Information collected automatically

• Device and browser data: IP address, browser type and version, operating system, device type, screen resolution, and language preferences.
• Usage data: Pages visited, features used, time spent on pages, referring URLs, and click patterns.
• Product telemetry: Inside the application we record product events (for example, that a fax was sent, a screen was viewed, or a button was pressed) under pseudonymous account and session keys. Telemetry uses a fixed list of event names and never includes fax numbers, document contents, file names, free text, or IP addresses.
• Sign-up attribution: When you arrive from one of our emails, offers, or campaigns we record the source, campaign, and referral code, and we keep them on your account once you sign up.
• Log data: Server logs including access times, error logs, and request details.
• Audit log: Security-relevant actions on your account (for example sign-ins, fax sent, viewed, downloaded or deleted, settings and team changes, API key use) with the acting user, time, IP address, and browser details. Account owners and admins can view and export this log.
• Cookies and similar technologies: See Section 10 below.

3. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain the Service, including sending, scheduling, and receiving faxes on your behalf, provisioning and porting fax numbers, and generating cover sheets and delivery receipts.
• Process payments and manage your subscription, seats, and billing through Paddle.
• Send transactional communications such as fax delivery confirmations, account notifications, team invitations, porting updates, and security alerts. Fax notification emails never contain the fax itself or an attachment; they carry only a masked fax number (area code and last four digits), the page count, the status, the time, and a link to the fax in your account.
• Operate team accounts: invite members, apply roles and permissions, and keep an audit log of account activity.
• Respond to your support requests, questions, and feedback.
• Monitor and improve the Service, including performance, security, and reliability.
• Detect, prevent, and address fraud, abuse, and security incidents.
• Comply with legal obligations and enforce our terms.
• Send promotional communications about new features or offers, only with your consent. You may opt out at any time using the unsubscribe link in any such message or at usfax.com/unsubscribe. To honour your choice we keep a hashed copy of an opted-out address on a suppression list; we do not keep the address itself there.

We do not use your data to develop, train, or improve generalized artificial intelligence or machine learning models.

4. How We Share Your Information

We do not sell, rent, or trade your personal information. We share it only in the following circumstances:

• Fax transmission: When you send a fax, its content and the recipient number are transmitted through our fax carrier, Telnyx, and the public telephone network to the recipient. When you receive a fax, it reaches us the same way. Recipients and telephone carriers are not our service providers.
• Number porting: When you port a number, the signed letter of authorization, your bill, and any port-out PIN are sent to Telnyx, which submits them to your current carrier to complete the port.
• Service providers (sub-processors): We use third-party providers to operate the Service, each bound to use your data only to provide services to us: Telnyx (fax transmission, fax numbers, and porting); Google Cloud and Firebase (database, encrypted document storage, PDF processing, authentication, logging, and first-party telemetry in BigQuery); Vercel (application and website hosting); Paddle (merchant of record for billing); Postmark (transactional email, and receipt of email-to-fax messages); Amazon Web Services SES (transactional email, being introduced); Google Workspace (our support mailbox); and Microsoft Clarity, Google Analytics, and Vercel Web Analytics (usage analytics on public pages only). The current list, where each provider operates, and whether it can handle protected health information is kept at usfax.com/subprocessors.
• Your team: If you are a member of a team account, the account owner and admins can see your name, email address, role, and the faxes and audit entries associated with your activity in that account.
• Legal requirements: We may disclose your information if required to do so by law, court order, subpoena, or government request, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.
• Business transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred to the acquiring entity. We will notify you of any such change.

5. Where Your Data Is Stored and Who Can Access It

Your fax documents, account data, and logs are stored and processed in the United States (Google Cloud and Firebase in US regions, and Vercel in the Washington, D.C. area). Paddle processes billing in the United Kingdom and the United States.

Mobile Flow Ltd is an Israeli company. Our engineering, operations, and support staff are located in Israel and access production systems from there only to operate, support, and secure the Service, under logged, least-privilege controls. Customer documents are stored only in the United States.

If you use the Service from outside the United States, your information is transferred to and processed in the United States and accessed from Israel as described here. Where the law of your country requires safeguards for such transfers, we rely on our contractual commitments with our providers and, where applicable, standard contractual clauses.

6. Data Security

We implement industry-standard technical and organizational measures to protect your personal information, including TLS 1.2 or higher encryption for data in transit between your browser and our servers and between our servers and our providers, AES-256 encryption at rest for stored documents and data, time-limited links for document access, optional two-factor authentication (authenticator app) for every account, a 12-hour session limit with a 30-minute idle timeout, an audit log of account activity, and logged, least-privilege access for our staff.

Fax is a telephone-network technology. The portion of every fax carried over the public telephone network to or from the other party's fax line is not encrypted, and we do not claim end-to-end encryption. Notification emails are sent with transport encryption where the receiving mail server supports it. While we strive to protect your data, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Protected Health Information (HIPAA)

usfax.com is preparing a HIPAA Business Associate Agreement ("BAA") that will be offered free of charge on every paid plan and signed by the account owner in Settings → HIPAA BAA. No BAA is in force for any account today.

Until a BAA has been executed for an account, that account is not covered by a BAA, the Service is not configured for protected health information ("PHI"), and you must not transmit PHI through the Service.

Once a BAA has been executed for an account, the BAA governs our handling of PHI for that account and takes precedence over this Privacy Policy with respect to PHI.

Email-to-fax messages travel through an email provider that is not covered by a BAA. Email-to-fax will not be a covered feature under the BAA and is switched off for any account that has signed one. Our sub-processor list states which providers can handle PHI on our behalf and the status of each provider agreement.

8. Data Retention

• Account data: Retained for the duration of your account and removed within 30 days of account deletion (see Section 9), except as noted there.
• Fax documents and files: Kept for the retention period set in Settings → Storage. On Solo, Practice, and Multi-site plans the default is to keep documents until you delete them; the owner or an admin can shorten this to 7, 30, 60, 90, 180, or 365 days. Trial accounts keep documents for 7 days and pay-per-fax purchases for 30 days. When a document expires, the file is deleted from our servers and the fax record is marked "file deleted"; when you delete a fax yourself, both the file and the record are removed. Temporary files created while preparing a fax are removed within 24 hours. Deleted files may persist in recovery copies for up to 7 days.
• Fax records: Fax details (numbers, timestamps, page counts, status, carrier references, and any note) are kept for 12 months after the fax completes, so that you have a history and we can resolve delivery disputes, and are then deleted. The account owner or an admin can extend this to 24, 36, or 72 months in Settings → Storage ("Fax history retention"). A fax record is never deleted while its document is still within its retention period.
• Audit log: Audit records are retained for a minimum of six years, as HIPAA requires, and may be kept longer for security purposes. Personal identifiers in audit records are overwritten when an account is deleted.
• Fax numbers: When a subscription ends, the account's dedicated fax numbers are held for 30 days and then released back to the carrier; resubscribing within those 30 days keeps them. A number is released immediately when you release it in Settings or delete your account.
• Porting documents: The signed letter of authorization, bill, and porting request are kept for as long as your account exists and are deleted with it.
• Team invitations: Invitation links expire after 14 days; invitation records remain in your team history until you delete your account.
• Personalised offers: Offer pages expire 30 days after they are created.
• Billing records: Retained for up to 7 years as required by applicable tax and accounting laws.
• Server, request, and security logs: Retained for up to 24 months for security and troubleshooting purposes.
• Product telemetry: Raw event files are kept for 90 days and analytics tables for 400 days.
• Sign-up funnel events: Kept for 180 days.
• Support correspondence: Kept for as long as needed to resolve your request and for our records.
• Marketing suppression list: A hashed copy of an opted-out email address is kept permanently so that we continue to honour the opt-out.

9. Account Deletion

The account owner can delete the account at any time from Settings → Profile by confirming the account email address. Deletion cancels any active subscription, releases the account's fax numbers, and removes the fax documents and records, files, contacts, notifications, activity, team members and invitations, API keys, porting documents, and sign-in credentials. Members of a team account keep their own personal accounts; only their membership is removed.

The following survive deletion: audit log entries, retained as described in Section 8 with personal identifiers overwritten; a deletion record containing the deletion date and a hashed copy of the account email; billing records held for tax purposes; any suppression-list entry; and, once the BAA is available, a signed BAA and its acceptance record for six years after the agreement ends. Deleted data may persist in recovery copies for up to 7 days.

10. Cookies

• Essential cookies: Required for the Service to function. The sign-in session cookie and its companions last up to 12 hours and expire after 30 minutes of inactivity. A start-context cookie (usfax_start_ctx, 7 days) remembers the plan, billing interval, team size, fax number, source, campaign, referral code, and, if you arrived from a personalised offer, your name, email address, and firm, so that sign-up can continue where you left off.
• Analytics cookies: On our public marketing pages and the sign-in and sign-up pages we use Microsoft Clarity, Google Analytics, and Vercel Web Analytics to understand how visitors use the site. Inside the authenticated application we use Microsoft Clarity session recordings to improve the product. Fax pages, file previews and document viewers are masked before recording, so Clarity never receives the content of your faxes or files; other on-screen text, such as names, numbers and account details, may appear in recordings, which are stored by Microsoft in the United States and retained for up to 30 days. We will restrict recordings further when our HIPAA program goes live. Google Analytics and Vercel Analytics are never loaded inside the application. No analytics script is loaded for accounts covered by a BAA once that program is live. We also set an anonymous visitor identifier (usfax_vid, 180 days) to measure the sign-up funnel.
• Preference cookies: Remember your settings and preferences, such as whether the sidebar is collapsed.

We do not use advertising or tracking cookies. You can control cookie preferences through your browser settings. Disabling essential cookies may affect the functionality of the Service.

11. Your Privacy Rights

Regardless of your location, you have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate information.
• Request deletion of your personal information.
• Opt out of promotional communications at any time.

We do not sell personal information or share it for cross-context behavioural advertising. Residents of California and other US states with privacy laws, and residents of the EEA and the United Kingdom, may have additional rights (for example, to data portability, to restrict or object to processing, or to complain to a supervisory authority), which you can exercise in the same way. We will not discriminate against you for exercising your rights.

To exercise any of these rights, contact us at support@usfax.com. We will respond within 30 days, or within the timeframe required by applicable law, and may ask you to verify your identity before processing your request. If you are a member of a team account, some requests may need to go through the account owner.

12. Children

The Service is not intended for individuals under the age of 18, and we do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact us at support@usfax.com and we will delete it.

13. Changes to This Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify you by email or by posting a notice on the Service prior to the change becoming effective. The "Last updated" date at the top of this page indicates when the policy was last revised.

14. Contact Us