We ask for the least access that gets the job done, and we give it back
To build inside your store we need access to it. This page explains how we ask for access, how we use it, how we protect what we see and how we remove access when we finish.
- Written in plain English
- A summary above every section
- Updated when our practice changes
Six habits that keep your store safe
Good security is mostly good habits. These six describe how we handle access on every project.
Least access, always
We ask only for the permissions a build needs, we say why, and we never request owner-level access if a narrower role will do.
Collaborator accounts, not passwords
We work through collaborator or staff accounts that you create and can remove, rather than using your own login.
Secrets stay out of messages
Passwords and API keys never travel by form or email. They are requested and shared only through your client portal.
Everything is logged
Actions on your store and tools are traceable to a named team member and a time, so you can always see what happened.
Strong accounts on our side
Our team uses individual accounts with strong authentication, and access to your project is limited to the people working on it.
Access ends when the project does
We remove our access within five working days of the project closing and confirm it to you.
How we ask for access
When your project starts, we send an access checklist through your client portal. Each item names the tool, the exact role or permission we need and what we use it for. You can grant it, grant a narrower version or ask a question. The access and requirements guide shows what is usually needed for each platform.
Collaborator accounts and roles
Most platforms let you invite a collaborator or staff member with specific permissions. That is how we prefer to work, because you stay in control, you can see what we can do and you can revoke access in one click. If a tool only offers an API key, we use a restricted key made for the project, and we ask you to replace it when we finish.
Passwords, keys and secrets
Passwords and API keys are sensitive, and sending them in messages leaves copies in places you cannot control. Our forms detect text that looks like a password or key and refuse to send it. Share secrets only through the secure area of your client portal, and replace them when the project ends.
How we protect what we see
- Connections are encrypted, and files and exports are stored in private storage that is not public.
- Only the team members working on your project can open its data.
- Exports and files are removed ninety days after the project closes, as described in our data processing agreement.
- We test with real data only when it is needed, and where possible we use a staging or test store.
Our own security
Our team uses individual accounts with strong authentication, devices that are kept up to date and password managers. We review who has access to what, remove access when a role changes and train the team on spotting phishing and unsafe requests.
AI and your data
AI tools help us draft copy, replies and rules. We send them only what a task needs, we do not allow providers to use your shoppers’ data to train public models and our team reviews everything that is delivered to you.
Logging and traceability
We work through named accounts, and your platforms keep their own activity logs. If you ever want to know what changed and when, we can walk you through it, and your project’s history in the client portal records milestones and approvals.
If something goes wrong
If we discover a security problem that affects your store or data, we contact you as soon as we are certain and in any case within seventy-two hours. We explain what happened, what we have done and what you should do, and we help you recover.
Ending access
When the project closes, we remove our collaborator accounts, delete any project-specific keys and ask you to confirm. If you want us to keep helping, for example through an optimisation program, we tell you exactly which access stays and why. You can always remove it yourself.
Questions people ask about this policy
Do you need my store password?
No. We ask to be invited as a collaborator or staff member with a specific role, so you never have to share your own login.
What if my platform only offers an API key?
We use a restricted key created for the project, send you instructions to create it through the client portal and ask you to replace it when we finish.
Why does your form refuse to send some messages?
It looks for text that resembles a password or an API key and blocks it, because secrets in messages are easy to leak. Share them through the client portal instead.
Who on your team can see my store?
Only the people assigned to your project. Access is individual, protected with strong authentication and removed when they leave the project.
What happens to my data when we finish?
We remove our access within five working days and delete project data ninety days after closing, or sooner if you ask. The privacy policy has the full retention list.
How do you protect my data in transit?
All traffic uses encrypted connections, and files and messages in the portal are encrypted at rest.
Do your staff use two-step sign-in?
Yes. Team accounts that touch client stores or data use two-step verification.
How do you handle a security incident?
We contain it, tell you without delay and share what we know, as set out in the processing agreement.
Do you test your own systems?
We review access regularly and fix what we find, because careful housekeeping prevents most problems.
Can I ask a security question before I order?
Yes. Send it through the contact form and we answer in writing.
Read these next
Store access and requirements
What we need from your store and tools, and how to grant it safely.
Read moreData processing agreement
How we handle your shoppers’ data when we build inside your store.
Read moreClient portal
Your place for files, messages, revisions, orders and milestones.
Read morePrivacy policy
What personal data we collect, why we collect it, how long we keep it and the choices you have.
Read moreCompliance and risk for online stores
Consent, data protection, disputes and policy basics for automated stores.
Read moreContact
Ask a question about a service, an order or your store and hear back within one working day.
Read more
Have a security question first?
Ask us how we would work in your store before you order. We answer plainly and in writing.
- Least access always
- No passwords in messages
- Access removed after the project