Privacy Policy

1. Introduction

Clovia ("we", "our", or "us") provides checkout diagnostics and an optional recovery-workflow integration for Shopify stores. Recovery is available only when a merchant chooses to connect and configure it; connecting does not itself turn on messages. This policy describes the data used for those services.

Merchants determine the purposes of processing their shoppers' data; Clovia processes that data on their documented instructions. Our merchant data-processing terms set out those responsibilities. Clovia is responsible for the account, billing and support information it uses to operate its own business. Installing the app is not a substitute for a shopper's consent or another required legal basis.

2. Information We Collect

2.1 Information from Shopify

When you install Clovia, we access certain information from your Shopify store through the Shopify API, including:

• Store name, domain, and contact email
• Checkout session data (cart contents, checkout steps completed, errors encountered)
• Checkout completion signals and, only when optional recovery is enabled, the limited order information described below
• Pseudonymous journey and visitor identifiers, rather than shopper names or contact details
• Browser and device information from checkout sessions
• Payment gateway response codes and error messages

2.2 Information You Provide

We collect information you voluntarily provide, including:

• Email addresses for alert notifications
• Slack webhook URLs for integration
• Team member accounts and preferences
• Support inquiries and communications

2.3 Automatically Collected Information

We automatically collect usage data when you access our dashboard, including pages viewed, features used, and interaction patterns. This helps us improve our application and user experience.

2.4 Optional Recovery Integration

A merchant must separately enable recovery and grant the required Shopify access. To match a diagnosed journey to the same Shopify checkout, we process the checkout token and recovery URL, plus Shopify customer or order identifiers when supplied. We store shop-specific keyed fingerprints of these identifiers rather than raw recovery URLs, checkout tokens or customer/order IDs in the recovery ledger. These records are pseudonymous, not anonymous, because they can link activity concerning the same checkout.

The ledger also holds the diagnosed signal, its match score, the merchant's template key, workflow and handoff timestamps, and associated order amount, currency, payment/cancellation status and test-order flag. Clovia does not request or store shopper names, email addresses, phone numbers, postal addresses or payment-card details for this integration. Shopify handles recipient contact information and message delivery in the merchant's workflow.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Checkout Diagnostics: Analyzing checkout sessions to identify failures, errors, and friction points
• Root Cause Analysis: Determining why checkouts fail and providing actionable recommendations
• Alerting: Sending real-time notifications about checkout issues via email or Slack
• Reporting: Generating analytics dashboards and insights about your checkout performance
• Optional Recovery: Selecting a merchant-configured template key for a Shopify workflow using the strongest eligible mapped checkout signal, and reporting associated purchases after a message handoff
• Service Improvement: Enhancing our algorithms and features based on aggregated, anonymized data
• Customer Support: Responding to your inquiries and providing technical assistance
• Billing: Processing subscription payments through the Shopify billing system

3.1 Consent and Recovery Controls

The recovery pixel linkage requires analytics and marketing permission from Shopify's customer-privacy interface. Withdrawing marketing permission stops new pixel linkage and removes queued recovery identifiers; withdrawing analytics permission stops pixel analytics collection. A withdrawal is not itself an erasure request for records already lawfully processed. The merchant must retain Shopify's recipient eligibility, unsubscribe and no-purchase checks in the sending workflow and provide any required shopper notices and consent choices.

Disconnecting recovery stops new recovery linkage without changing the merchant's existing Shopify automations. Reaching an investigation quota stops new journey recording and new recovery linkage; existing handoffs may still receive a purchase outcome. A paid purchase associated with a mapped handoff within seven days is attribution, not proof of email delivery or of additional sales caused by Clovia. Purchased checkouts must not continue receiving abandoned-checkout reminders.

4. Data Sharing and Disclosure

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

• Service Providers: Vercel supplies hosting and operational infrastructure, Supabase supplies the application database, and Resend supplies transactional merchant notifications. Access is limited to the service provided. The data-processing terms describe subprocessor responsibilities.
• Merchant-Selected Integrations: Shopify and Shopify Flow receive the inputs and outputs needed for the merchant's recovery workflow. If a merchant connects Slack, the configured alerts are sent to that workspace. The merchant controls these integrations and their own provider relationships.
• Legal Requirements: We may disclose information if required by law, court order, or governmental authority
• Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction
• With Your Consent: We may share information when you explicitly authorize us to do so

5. Data Retention

Retention depends on the record and its purpose; an active subscription does not extend the limits below:

• Journey Data: Journey records are subject to a 90-day retention limit. Recorded completed journeys are removed through the completion-cleanup process rather than kept as abandoned checkouts.
• Recovery Data: The checkout linkage and its associated attempts and purchase ledger have a fixed 90-day lifetime from the first recovery checkout record. Later callbacks do not extend that period. Expired records are excluded from recovery use and removed by scheduled cleanup.
• Purchase Attribution: A minimal recovery ledger remains after the raw completed journey is deleted, until its retention deadline or applicable erasure. This allows a merchant to see purchases associated with its recovery workflow without keeping the completed journey's event history.
• Aggregated Analytics: Anonymized, aggregated data may be retained indefinitely for service improvement
• Account Information: Retained until you uninstall the application or request deletion

Upon uninstallation, we will delete your store data within 30 days, except where retention is required by law or for legitimate business purposes (e.g., billing records).

5.1 Shopify GDPR Webhooks

We authenticate Shopify's mandatory privacy webhooks and handle matching records as follows:

• Customer Redact: If a shopper requests their data to be deleted from your Shopify store, we automatically receive a webhook notification and permanently delete or anonymize all session data associated with that specific customer from our records within 30 days.
• Customer Data Request: If a shopper requests a copy of their data, we will provide you with any identifiable session data we hold for that customer so you can fulfill the request.
• Shop Redact: If you uninstall our application and request to delete your store data from Shopify, we will receive a webhook notification and purge all your store's data and associated sessions from our active databases within 30 days.

Recovery access requests are matched using the Shopify identifiers supplied with the request and made available to the authenticated merchant for fulfillment. After recovery erasure, we retain only a shop-scoped keyed checkout fingerprint and an erasure marker for up to 90 days from that erasure, to prevent delayed events from recreating the erased checkout. The marker contains no event history, recovery URL, customer link or order amounts; repeated requests do not renew it. We cannot identify unrelated anonymous visits solely from a shopper's name or email address.

6. Data Security

We implement industry-standard security measures to protect your data, including:

• Encrypted transport for service connections and encrypted managed database storage
• Authenticated merchant access and shop-scoped queries
• Verification of Shopify webhook and Flow requests
• Server-only recovery tables and minimized, keyed identifiers
• Retention, erasure and consent checks tested as part of application maintenance

These are safeguards, not a claim that Clovia itself holds a security certification. No method of transmission or storage is entirely risk-free.

7. Your Rights and Choices

Depending on your location, you may have certain rights regarding your personal data:

• Access: Request a copy of the data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data
• Portability: Request your data in a machine-readable format
• Opt-out: Unsubscribe from marketing communications at any time

Shoppers should normally contact the store that collected their data; Clovia assists the merchant with matched records. Merchants and other individuals may contact privacy@clovia.app. We respond within applicable legal deadlines, generally within one month. Rights under the GDPR, UK GDPR or applicable US state privacy laws depend on your location and the processing involved. We do not sell shopper data or use it for cross-context behavioral advertising.

8. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place for such transfers, including Standard Contractual Clauses where applicable.

9. Children's Privacy

Clovia is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the new policy on this page and updating the "Last updated" date. For significant changes, we may also send you an email notification. Your continued use of Clovia after any changes constitutes acceptance of the updated policy.