Privacy Policy

2.1 Information You Provide

• Account registration information (name, email address, company details)
• Shopify store connection data (store URLs, authentication tokens)
• Customer service configuration settings
• Payment and billing information
• Support communications and feedback

2.2 Customer Data Processing

When you connect your Shopify store to our Service, we process customer data on your behalf, including:

• Customer emails and messages sent to your store
• Order information necessary for shipping updates and customer inquiries
• Customer contact information (email addresses, names) solely for responding to their inquiries
• Product information related to customer questions

2.3 Automatically Collected Information

• Usage data and analytics (pages visited, features used, time spent)
• Device information (IP address, browser type, operating system)
• Cookies and similar tracking technologies
• Log files and error reports

3.1 Service Provision

• Provide and maintain our customer service automation platform
• Process customer inquiries and generate automated responses
• Retrieve shipping updates from carriers and delivery services
• Send customer service responses on behalf of your business
• Manage your account and provide customer support

3.2 Business Operations

• Process payments and manage billing
• Improve our Service through analytics and user feedback
• Ensure security and prevent fraud
• Comply with legal obligations
• Communicate with you about updates, security alerts, and support

For users in the European Economic Area (EEA), our legal basis for processing includes:

• Contract Performance: Processing necessary to provide our Service
• Legitimate Interests: Improving our Service, security, and fraud prevention
• Consent: Marketing communications (where applicable)
• Legal Obligation: Compliance with applicable laws

5.1 We Do Not Sell Your Data

We do not sell, rent, or trade your personal information or customer data to third parties.

5.2 Limited Sharing

We may share information only in the following circumstances:

• Service Providers: Trusted third-party providers who assist in operating our Service (cloud hosting, payment processing, email delivery)
• Shipping Carriers: Sharing order information with carriers solely to retrieve shipping updates
• Legal Requirements: When required by law or to protect our rights
• Business Transfer: In connection with a merger, acquisition, or asset sale
• Your Consent: Any other sharing with your explicit consent

We implement appropriate technical and organizational security measures to protect your information:

• Encryption in transit and at rest
• Regular security assessments and updates
• Access controls and authentication
• Secure data centers and infrastructure
• Employee training on data protection

However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

We retain your information for as long as necessary to:

• Provide our Service to you
• Comply with legal obligations
• Resolve disputes and enforce agreements
• Improve our Service (in aggregated, anonymized form)

Customer data processed on behalf of merchants is retained according to the merchant's instructions and our data processing agreement. When you disconnect your store or terminate your account, we will delete or return customer data as requested.

8.1 GDPR Rights (EEA Users)

• Access: Request copies of your personal information
• Rectification: Request correction of inaccurate information
• Erasure: Request deletion of your personal information
• Portability: Request transfer of your data
• Restriction: Request limitation of processing
• Objection: Object to processing based on legitimate interests
• Withdraw Consent: Withdraw consent for processing

8.2 CCPA Rights (California Residents)

• Know what personal information is collected and how it's used
• Request deletion of personal information
• Opt-out of sale of personal information (we don't sell data)
• Non-discrimination for exercising privacy rights

8.3 Exercising Your Rights

To exercise your rights, contact us at privacy@scaleflows.com. We will respond within the timeframes required by applicable law.

Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place for international transfers, including:

• Adequacy decisions by the European Commission
• Standard Contractual Clauses
• Other lawful transfer mechanisms

We use cookies and similar technologies to:

• Maintain your session and preferences
• Analyze usage and improve our Service
• Provide security features

You can control cookie settings through your browser preferences. However, disabling certain cookies may affect Service functionality.

Our Service is not intended for children under 16 years of age. We do not knowingly collect personal information from children under 16. If you become aware that a child has provided us with personal information, please contact us.

We may update this Privacy Policy from time to time. We will notify you of any material changes by:

• Posting the updated policy on our website
• Sending email notification to registered users
• Providing notice through our Service

Your continued use of the Service after changes become effective constitutes acceptance of the updated policy.

If you have questions about this Privacy Policy or our privacy practices, contact us:

For questions about data protection and privacy rights under GDPR, you can contact our Data Protection Officer at dpo@scaleflows.com.