Privacy & photographs

Effective 11 November 2026 · Version 2026-11-11.1

Who is responsible for your information

Feltilo is operated by 厦门令屿科技有限公司, which is responsible for processing your personal information. Business contact address: Room 602, No. 47 Panlong Road, Siming District, Xiamen, Fujian, China. Privacy contact: feltilo92@gmail.com.

This policy covers browsing, email enquiries and applicable commission services. Browsing our website is not treated as consent to every optional use of information.

Online requests, private portal and email enquiries

You can contact us through the online request form on our website, or by email at feltilo92@gmail.com.

When you use the online request form, the details you enter and the reference photographs you upload are stored in our website system: information is kept in our database hosted in Silicon Valley, United States, and photographs are stored privately and are not publicly accessible. HEIC photographs are converted to JPG on our server. Unsubmitted request drafts follow the 30-day rule below. After you submit a request, we send a verification email to the address you provide. You can then open your private portal through a time-limited email sign-in link to view your proposal, invoices, finished photographs and shipment details. The portal does not use passwords.

When you enquire by email, your message and any photographs you attach are handled by your email provider and our Gmail mailbox.

Information we handle

Information you choose to provide may include your name, email address, pet photographs and descriptions, preferences, enquiries and correspondence. An order may also require a recipient name, address, postcode, a telephone number needed for delivery, and proposal, approval, payment, refund, shipment and support records. Payment records may include transaction references, amounts, currencies, payer email addresses and status. We do not ask you to send card PINs, payment-account passwords or verification codes.

When you visit, servers process your IP address, request time, requested path and necessary browser or device information to deliver pages, protect the service and investigate faults. Necessary access-control, session and security events may also be recorded. We minimise personal information in security records and do not send customer emails or photographs to operational uptime monitoring.

Provide only what is needed for the enquiry or portrait. Where practical, crop out unrelated faces, addresses, identity documents, children’s details and other sensitive information.

Purposes and optional permission

We use necessary information to answer enquiries, agree proposals, make and deliver portraits, reconcile transactions, provide support, meet applicable legal obligations, and protect the site and customer accounts. When consent is required, we explain the purpose and obtain the necessary consent first. Processing needed for a contract or legal duty is not presented as an optional marketing choice.

Publication of references, finished pieces or customer stories, and marketing emails, are separate choices. An enquiry, an order or agreeing to our Commission terms does not authorise them. We ask separately for the relevant permission, which you may refuse or withdraw without affecting the ordinary commission service. Necessary order and security notices are not marketing subscriptions.

We do not sell personal information or provide customer information to third parties for cross-site targeted advertising.

Providers and international processing

We give relevant information only to people and providers who need it for the service concerned, restricting use and access as applicable. Our principal current services include:

• Tencent Cloud: website and database hosting in Silicon Valley, United States.
• Cloudflare R2: private photograph storage and separate backup storage; we do not promise storage exclusively within one country.
• Resend: transactional email through the configured US region, processing necessary recipient addresses, message content and delivery status.
• Google Gmail: enquiries, replies and attachments sent to feltilo92@gmail.com.
• Healthchecks.io: operational signals from the website and backup tasks, without customer names, photographs or email bodies supplied by us.
• Postmark’s DMARC reporting service: aggregate email-authentication information, such as sending-server IP addresses, message counts and authentication results, to investigate spoofing. We use aggregate reports, not forensic reports containing email bodies.
• PayPal: payments and refunds for our business invoices. Payment details you provide on PayPal’s pages are handled by PayPal under its own privacy policy. We receive the transaction reference, amount, currency, payer email address and payment status to reconcile payments and process refunds.

The studio is in China. These arrangements can involve processing in China, the United States and other applicable provider operating locations. When we dispatch your order, we give the carrier the recipient name, address and delivery telephone number needed for delivery, and we name the carrier in your shipment notice.

Where applicable law requires additional recipient notices, separate consent or other international-transfer procedures, we will complete them before the relevant processing. General browsing or acceptance of this policy does not replace legally required separate consent. You may contact us for information about recipients relevant to you and ways to exercise your rights.

Retention periods

Where there is no unfinished service, dispute or legal preservation requirement, ordinary information follows these periods:

• Unsubmitted online drafts: 30 days from the last meaningful activity.
• Closed enquiries that did not become orders, including related emails and attachments: 90 days from closure or the last substantive communication, whichever is later.
• Ordinary reference photographs and non-essential preview copies from completed orders: 180 days from confirmed delivery or closure of related after-sales matters, whichever is later.

At the end of the applicable period, we delete or irreversibly anonymise the information. The ordinary enquiry period does not automatically apply to accepted, unfinished orders. Necessary contract, payment, refund, delivery, tax and dispute evidence is retained for the applicable legal obligation or the time necessary to deal with the specific matter. We limit this to necessary records, document the reason and period, and restrict use. When the obligation or matter ends, we review and remove information no longer needed.

Optional published material follows the scope and duration of the separate permission. After withdrawal, we stop new uses and remove or update the material on publication channels we control. Copies already saved or shared by others may not be fully recoverable. We will explain what we can do and will not treat withdrawal as a reason to refuse the ordinary order service.

Backups and deletion

Routine database and photograph backups follow a 35-day retention policy. This does not mean all live information is kept for only 35 days, or that every copy disappears exactly on day 35. Material referenced by recent backups, needed for recovery during a failure, or subject to lawful preservation may remain longer. We restrict access to and use of such material, and deal with it once that reason no longer applies.

Backups are for recovery, not publication or new marketing. After live information is deleted, historical copies age out under the backup cycle. If a backup is restored, we reapply relevant deletion requests already accepted. Email, attachments and other working copies are also covered by the corresponding cleanup arrangements; website deletion alone is not represented as deletion of every copy.

Your rights and requests

You may email us to ask whether we process your information, request access or a copy, seek correction or deletion, withdraw optional permission, or raise a privacy complaint. Give enough information to identify the enquiry or order. To avoid disclosing information to the wrong person, we may verify identity in a way proportionate to the risk, without unnecessarily requiring a full identity document.

We will respond promptly and within applicable legal deadlines. If we cannot fulfil a request entirely, we will explain the reasons, necessary retention and available complaint options. You may also complain to an applicable privacy or consumer authority or pursue other lawful remedies.

Cookies, local storage and children

The site uses a language-preference cookie and the storage needed for access control. When you use the online request form, your browser keeps a reference to your unfinished request for the current tab so you can continue. After you sign in to your private portal, the site uses a necessary session cookie to keep you signed in; the session expires after a period of inactivity. Advertising cookies and third-party visitor analytics are not currently enabled. Before adding optional tracking, we will update the notice and obtain an appropriate choice where required. Browser controls let you manage cookies and local storage, although disabling necessary storage may affect portal or request functionality.

Commission services are intended for adults who can lawfully enter into a contract and are not designed to collect children’s information. Please do not submit children’s personal details unrelated to a portrait. If we learn that such information was received in error, we will take appropriate steps, such as deletion, restricted handling or contacting a guardian, according to the circumstances.

Changes to this policy

We will update this policy and provide appropriate notice of material changes to services, purposes or provider arrangements. Where fresh consent is needed, we will obtain it before the new use starts. Policy changes will not retrospectively broaden existing photograph-publication or marketing permission.