How we handle your shoppers’ data when we build inside your store

This agreement applies when Checkout Loom processes personal data about your customers, such as names, email addresses, order details and conversation history, while building or running an automation in your store. For that data, your business is the controller and Checkout Loom is the processor. For data about you and your team, we are the controller, and our privacy policy applies instead.

• Subject matter and purpose: building, testing, launching and supporting the automation described in your order.
• Types of data: contact details, order and cart information, customer conversations, marketing consent status and, where your service needs it, payout and dispute records.
• Who the data is about: your customers and prospects, and your suppliers where order routing is involved.
• Duration: the length of the project plus ninety days, unless you ask us to delete sooner.

• Process the data only on your documented instructions, which include your order, your brief and your messages in the client portal.
• Make sure that everyone on our team who can see the data is bound to confidentiality.
• Help you respond to requests from your shoppers about their data, for example to see or delete it.
• Help you meet your own duties about security, breaches and impact assessments, within reason and on request.
• Tell you if we think one of your instructions would break data protection rules.

We use encrypted connections, private storage, least-access permissions, individual accounts with strong authentication and activity logging. Access to shopper data is limited to the team members working on your project. The security and access page explains how we request, use and remove access.

To deliver our services we use providers in these categories: cloud hosting and storage, email delivery, helpdesk and messaging tools, AI model providers used to draft copy and replies and payment processing for our own billing. Each provider processes data only for the purpose we give it and is bound by terms that protect it. We tell you before we add a provider that would handle your shoppers’ data, and you may object if you have a reasonable concern.

If shopper data is processed in another country, we rely on recognised safeguards, such as approved contractual clauses, and we choose providers that commit to them.

If we become aware of a security incident that affects personal data we process for you, we notify you without undue delay and in any case within seventy-two hours. We tell you what happened, which data is affected, what we have done and what you may need to do, and we keep you informed as we learn more.

On request, we provide the information reasonably needed to show that we are following this agreement, and we cooperate with reasonable questions from you or your regulator. For anything involving a detailed audit, contact us through the contact form so that we can agree how to do it without disrupting your project.

Ninety days after your project closes, or sooner if you ask, we delete the personal data we hold for you, including copies and backups in the ordinary cycle, and confirm in writing that we have done so. We may keep data we are required by law to keep, and we tell you what and why.

If a change affects how we handle your shoppers’ data in a significant way, we tell you before it takes effect and give you a chance to raise a concern.