1. Roles
You decide why and how your customers’ personal data is used, and HunterViz processes it for you on your instructions. Those instructions are this agreement, the Terms, and what you set up in HunterViz.
2. What we process
- People: your store’s customers, and people who email your support address.
- Kept with your orders: each customer’s email address, first name, marketing consent and country, beside their order history.
- Emails and your support inbox: their email address, each email’s text, whether it was delivered, opened or clicked, what they write to you and any attachments.
- Store actions: the customer’s name and email address. For a replacement order we read their shipping address and phone from Shopify when it’s proposed and applied, and don’t keep them.
- Why: to show your store’s data and answer your questions about it; to send email you approve or set rules for; to run your support inbox; and to carry out the refunds, cancellations, replacements and discount codes you approve.
- How long: while you use the feature, as section 7 sets out.
On a store connected through the HunterViz Shopify app, customers’ details are loaded only while customer support is on for your workspace.
3. What HunterViz promises
- To process this data only on your instructions, unless the law requires otherwise, in which case we’ll tell you first if we’re allowed to.
- Not to sell it, and not to use it to train AI models.
- That people with access are bound to keep it confidential, and access is limited to those who need it.
- To protect it as section 5 describes.
- To help you answer customers’ requests. Erase, and Shopify’s request to erase a customer, remove their details from HunterViz as our Privacy Policy describes, and we pass the deletion on to our email provider.
4. What you promise
- You have a lawful basis to give us this data, and your privacy notice covers this use.
- You send marketing email only as the law allows. HunterViz checks Shopify’s consent and its own unsubscribe list, but you remain responsible for your campaigns.
5. Security
Encryption in transit and at rest, including backups; each workspace’s data kept separately; limited and logged staff access; an access log; test data kept apart from production; a data loss prevention strategy; and an incident response policy. We may improve these, and won’t reduce the overall protection.
6. Sub-processors
You authorize these. We’ll email a workspace’s owners 30 days before adding or replacing one. If you object on reasonable data protection grounds and we can’t resolve it, you may stop using the affected feature, or end your plan, without penalty before the change takes effect.
| Who | For | Where |
|---|---|---|
| Google Cloud | Hosting, database, storage and backups | United States |
| Google Cloud (Vertex AI) | AI models that read your data for the features you use | Through Google’s global service, so requests may be processed outside the United States |
| Google Workspace | Staff email, including a customer data request Shopify sends us | United States and wherever Google operates |
| MailerSend, Inc. (New York, United States) | Sending and receiving your store’s email | Hosted in the European Union (Belgium). It says it may also process data in the United States and wherever it or its sub-processors operate |
Each is bound by terms protecting the data at least as well as this agreement. Shopify isn’t on this list because it’s your own platform, under your agreement with Shopify. Stripe handles only your payments to HunterViz and receives none of your customers’ data.
7. Ending and deleting
- Emails, conversations, store actions and attachments: deleted 2 years after they were made, or on erasure.
- What identifies a customer on an order record (name, email, phone, street address and notes): emptied 2 years after the order, or on erasure. The order’s figures, customer id, country, province and marketing-consent setting stay.
- Customer details loaded for customer support: cleared when you turn customer support off, on a store connected through the HunterViz Shopify app.
- Your store’s tables: dropped when Shopify asks us to, 48 hours after you remove the HunterViz app.
- A deleted workspace: restorable for 30 days, then permanently deleted.
- Store data after a paid plan is cancelled: deleted 90 days after cancellation, with an email to the owner 14 days before.
- Backups: deleted data can remain in our backups for up to 14 weeks, and in BigQuery’s recovery storage for about 14 days.
- Unsubscribe list (scrambled addresses): kept until your workspace is deleted, so an opt-out lasts.
8. Breaches
We’ll tell you without undue delay, and within 72 hours, after confirming a breach affecting your customers’ data, with what we know, and help you meet your own duties.
9. Audits
Once in any 12 months, on 30 days’ written notice, we’ll answer your reasonable written questions and give you the information you need to show compliance. If that isn’t enough, because a regulator requires more or after a breach affecting your data, we’ll agree a further review with you: during business hours, under confidentiality, without access to other merchants’ data, and at your cost unless it finds that we’ve materially breached this agreement.
10. International transfers
HunterViz is in the United States. Where the law requires safeguards for personal data sent to us from the EEA, the UK or Switzerland, these apply and form part of this agreement:
- EEA: the EU Standard Contractual Clauses (Commission Decision 2021/914), Module Two (controller to processor), or Module Three if you’re a processor yourself. Clause 7 doesn’t apply. Under Clause 9(a), Option 2 (general authorization) with the notice in section 6. The optional wording in Clause 11 doesn’t apply. Clauses 17 and 18: the law and courts of Ireland. Clause 13: your supervisory authority. Sections 2, 5 and 6 of this agreement, and the parties named here, complete the Annexes.
- UK: the International Data Transfer Addendum (version B1.0), with those Clauses.
- Switzerland: those Clauses, read with the Swiss Federal Act on Data Protection in place of the GDPR, and the Swiss regulator in place of your supervisory authority.
MailerSend’s own agreement with us applies the Standard Contractual Clauses to its transfers.
11. Liability, governing law and order of precedence
Each side’s liability under this agreement is subject to the limits in the Terms, except where the law or the Standard Contractual Clauses don’t allow that. This agreement is governed by the same law as the Terms (Utah), except that the Standard Contractual Clauses are governed as section 10 says. If this agreement and the Terms conflict about personal data, this agreement wins, and the Standard Contractual Clauses win over both.