Privacy policy

Effective Date: 8/27/25

Family Frame Digital Frames LLC, doing business as Family Frame (“Family Frame,” “we,” “our,” or “us”), respects your privacy. This Privacy Policy explains how we collect, use, and share information when you visit familyframe.co or purchase our products.

Important Note on Services:Family Frame provides the hardware and retail experience. The companion mobile application (“Uhale App”) and the cloud software powering the frame are provided by a third-party partner, Zeasn/Uhale. This policy distinguishes between data we control (Orders/Shipping) and data they control (App/Photos).

1. Scope & Acceptance

By purchasing a Family Frame or using our website, you agree to this Privacy Policy.

  • Website & Orders: Governed by Family Frame (this policy).
  • Mobile App & Software: Governed by Uhale’s separate Privacy Policy and Terms of Service, which you must accept upon downloading the app.

2. Information We (Family Frame) Collect

We collect data strictly to process your order and provide customer support.

A. Information You Provide to Us:

  • Order Details: Name, shipping address, billing address, email, and phone number.
  • Payment Data: Credit card numbers are processed securely by our payment processors (e.g., Shopify, Stripe). We do not see or store full credit card numbers.
  • Support Communications: Emails and photos you send to support@familyframe.co for troubleshooting.

B. Automated Website Data:

  • Cookies & Analytics: We use tools like Google Analytics and Meta Pixel to understand website traffic and ad performance. This tracks IP addresses, browser type, and shopping behavior on familyframe.co. Family Frame's website uses cookies to help keep track of items you put into your shopping cart, including when you have abandoned your cart. This information is used to determine when to send cart reminder messages via SMS.

3. Information The App (Uhale) Collects

The software features of your frame are operated by Zeasn (Uhale). When you download the Uhale App or connect your frame to WiFi, you are interacting directly with Zeasn. According to their policy, they may collect:

  • Device Data: MAC address, WiFi network name, device ID, and operating system.
  • Location Data: Used by the app for local network discovery and setup.
  • App Usage: Crash logs, error reports, and software version info.

Note: Family Frame does not have access to your Uhale App login credentials, password, or the internal database of the app.

4. Photo Privacy & Storage

We understand your photos are private. Here is how they are handled:

  • Local Storage: Photos displayed on your Family Frame are stored locally on the device’s internal memory.
  • Cloud Transfer (End-to-End Encryption): To send a photo from your phone to the frame, the data is transmitted via Uhale’s cloud servers. Uhale states that this transfer is secured with end-to-end encryption.
  • No Access by Family Frame: We (Family Frame staff) cannot see, access, or download your personal photos. We do not have a "master key" to view user content.

5. How We Use Your Information

Family Frame uses your data to:

  • Process and ship your orders.
  • Send order confirmations and tracking numbers.
  • Provide hardware warranty support.
  • Send marketing emails and SMS text messages (only if you have opted in).

Uhale uses your data to:

  • Facilitate the transfer of photos to the frame.
  • Push firmware updates and security patches.
  • Manage your App account.

6. Data Sharing & Third Parties

We do not sell your personal data to data brokers. We share data only as follows:

  • Service Providers: We share shipping info with carriers (USPS/UPS) and order info with Shopify to fulfill your purchase.
  • Legal Compliance: We may disclose information if required by a subpoena, court order, or US law.
  • SMS Opt-in Data: Mobile information will not be shared with third parties or affiliates for marketing or promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

 

International Data Transfer (The App):Please be aware that the Uhale App is operated by Zeasn, based in Beijing, China. By using the App, you acknowledge that App Data (not your credit card or purchase data) may be processed on servers located outside of the United States, including in China, Singapore, or Germany, in accordance with Zeasn’s privacy policy.

7. Your Rights & Deletion Requests

You have the right to access, correct, or delete your data. Because the data is split between two companies, please contact the correct party:

A. To Delete Order/Marketing Data (Family Frame):

  • Email support@familyframe.co.
  • We can delete your shipping/billing record from our marketing and sales database.

B. To Delete App Account & Photos (Uhale):

  • Family Frame cannot delete your Uhale App account directly.
  • You must request deletion via the Uhale App settings, or by emailing Uhale’s privacy officer at privacy@zeasn.com.

8. Security

  • Website: Our store is built on Shopify, adhering to PCI-DSS standards for secure payment processing.
  • App/Frame: Uhale releases periodic security updates to patch vulnerabilities. We strongly recommend you always keep your frame’s firmware updated to the latest version (currently 5.1.0 or newer) to ensure the latest security patches are active.

9. Children’s Privacy

Our website and products are not intended for children under 16. We do not knowingly collect data from children. If you are a parent and believe your child has provided us with data, please contact us for deletion.Note: The Uhale App requires users to be 16+ or have parental consent.

10. Contact Us

For questions about privacy:

Family Frame Digital Frames LLC

Business Address: 2108 N ST #14002 SACRAMENTO CA 95816

Shipping & Return Address: 5627 TELEGRAPH AVE #178 OAKLAND CA 94609

Email: support@familyframe.co

Phone: 510-616-7474