Privacy policy

Canoy (CANOY Limited Liability Company, "we", "us") is a growth agency that builds retention systems for Shopify brands. For the personal data described in this policy, we are the controller, except where we handle customer data on a client's behalf (see Data we handle for our clients).

You can reach us about anything in this policy at hello@canoyhq.com.

When you visit this website. Our hosting provider records standard server logs: your IP address, browser and device type, the pages you request, the referring page and the time of each request. We use them to keep the site running and secure. The site has no analytics, advertising or tracking scripts.

When you contact us or book a call. Your name, email address, company, store URL, anything you choose to tell us in your message or booking form, and our notes from the call.

When you become a client. Business contact details for the people we work with, billing and invoicing details, contracts and correspondence, and the access you give us to your store and marketing tools.

When we work on your store. Customer data held in your Shopify, email, SMS, subscription, loyalty and review tools. We handle this as your processor, described below.

We only use personal data for the reasons below, and under UK and EU data protection law each one rests on a lawful basis:

• To reply to enquiries, run discovery calls and prepare proposals: our legitimate interest in responding to people who contact us, or steps you ask us to take before entering a contract.
• To deliver and invoice our services: performance of our contract with you.
• To keep accounting, tax and legal records: compliance with our legal obligations.
• To keep the website secure and working: our legitimate interest in running a reliable site.
• To send you occasional updates about our work: your consent, or our legitimate interest where you're an existing client. Every message has an unsubscribe link, and you can opt out at any time.

We don't use personal data for automated decisions that have legal or similarly significant effects on you.

This website doesn't set cookies and doesn't use analytics or advertising trackers. Our font is served from our own domain, so loading the page doesn't contact Google or other font services.

If you click through to book a call, the booking page is run by a third-party scheduling provider, which may use its own cookies under its own privacy policy. If we add analytics or other cookies to this site in future, we'll update this section and ask for your consent where the law requires it.

When we build and run retention programs, we work inside our clients' own tools (for example Shopify, Klaviyo, Recharge, Yotpo and Postscript) and handle their customers' data. For that data, the brand is the controller and we are its processor. We only use it to carry out the brand's instructions, under a written agreement that includes data protection terms.

If you're a customer of one of the brands we work with and want to access, correct or delete your data, or stop receiving their emails or texts, contact that brand directly or use the unsubscribe link in their messages. If you contact us instead, we'll pass your request to the brand.

When an engagement ends, we remove our access to the client's tools and delete or return any customer data we hold, as the client's agreement with us requires.

The Canoy Admin App is our app on Meta's developer platform. Brands we work with use it to connect their Meta business assets to Canoy through Facebook Login for Business, so we can run their advertising. This section explains what the app receives from Meta and what we do with it.

What we receive. Only what you approve on Meta's permission screen when you connect, which can include:

• Your name and Facebook user ID, as the person who connected the app.
• The business assets you choose to share, such as your business portfolio, ad accounts, Facebook Pages, Instagram accounts and datasets (pixels).
• Information about those assets that we need for our work: campaigns, ad sets, ads, creatives, budgets, bids, audiences you've set up, delivery status and performance metrics such as spend, impressions, clicks and conversions.
• An access token that lets the app act on the assets you shared, within the permissions you granted.

Performance results come from Meta as aggregated reports. We don't receive the identities of the people who see or click your ads, and we don't use the app to read private messages or personal profiles.

How we use it. Only to provide the services you've engaged us for: building, launching and managing your campaigns, changing budgets, bids and statuses when you ask us to, reporting results to you and finding delivery problems. We don't use data from Meta for any other purpose, we don't use it to build profiles of individuals, and we don't sell, license or share it with advertising networks or data brokers.

Who can see it. The members of our team who work on your account, and the service providers that host our software and databases, who may only process it for us. We'll share it with others only if the law requires it. We follow Meta's Platform Terms and Developer Policies.

How we keep it safe. Data is encrypted in transit, access tokens are stored encrypted and never in our code or shared documents, and access is limited to the people who need it.

How long we keep it. For as long as the app is connected and we're working together. Within 30 days of you removing the app or asking us to delete your data, we delete the data we received from Meta and revoke our access tokens. Reports we've already delivered to you as part of our work, and records we must keep by law (such as invoices), aren't affected.

Removing access and deleting your data. You can remove the app from your Facebook settings at any time and ask us to delete the data we hold. Our data deletion instructions explain both steps. Removing the app doesn't delete your ads or campaigns, which stay in your Meta accounts.

We don't sell personal data, and we don't share it for cross-context behavioral advertising. We share it only with:

• Service providers that help us run the business, such as our website host (Vercel), email and calendar provider, booking tool, file storage, and accounting and invoicing software. They may only use the data to provide their service to us.
• Professional advisers such as accountants, lawyers and insurers, where needed.
• Regulators, courts and law enforcement, when the law requires it or to protect our rights.
• A buyer or successor, if our business is sold, merged or restructured. They'll have to protect your data as this policy describes, and we'll tell you if the change affects you.

We're based in the UK, and some of our service providers store or access data in other countries, including the United States. When personal data leaves the UK or EEA, we rely on adequacy regulations or decisions (including the UK Extension to the EU-U.S. Data Privacy Framework where a provider is certified) or on standard contractual clauses such as the UK International Data Transfer Addendum.

• Server logs: kept by our hosting provider for a short period, normally no more than a few weeks.
• Enquiries and call notes that don't lead to working together: up to 24 months after our last contact, then deleted.
• Client contracts, invoices and correspondence: six years after the engagement ends, to meet UK tax and legal requirements.
• Customer data we handle for clients: only for the length of the engagement, then deleted or returned.
• Data from Meta through the Canoy Admin App: while the app is connected and we're working together, then deleted within 30 days of you removing the app or asking us to.
• Marketing preferences: until you unsubscribe, after which we keep only what we need to make sure we don't contact you again.

We limit access to the people who need it, use strong unique passwords and two-factor authentication on the tools we use, prefer named user accounts over shared logins in client tools, and encrypt data in transit. No system is perfectly secure, but if a breach affects your data, we'll tell you and the regulator where the law requires it.

Under UK and EU data protection law, you have the right to:

• Get a copy of the personal data we hold about you.
• Have inaccurate data corrected.
• Have your data deleted, where we no longer have a reason to keep it.
• Restrict how we use it, or object to our use of it, including any marketing.
• Receive the data you gave us in a portable format.
• Withdraw consent at any time, where we rely on consent.

To use any of these rights, email hello@canoyhq.com. For data from Facebook or Instagram, you can also follow our data deletion instructions. We'll reply within one month and may ask you to confirm your identity first. There's no charge for a reasonable request.

If you're unhappy with how we've handled your data, please tell us first so we can put it right. You can also complain to the UK Information Commissioner's Office at ico.org.uk or, if you're in the EU, to your local data protection authority.

If you live in California or another US state with a consumer privacy law, you can ask us what personal data we've collected about you in the last 12 months, ask us to correct or delete it, and expect not to be treated differently for using these rights. The categories we collect and why are listed above. We don't sell or share personal data as those laws define it, and we don't use or disclose sensitive personal information.

To make a request, email hello@canoyhq.com. An authorized agent can also make a request for you, with your written permission.

Our website and services are meant for businesses and aren't directed at children. We don't knowingly collect personal data from anyone under 16. If you think a child has given us their data, contact us and we'll delete it.

This site links to other websites, such as our booking page and the platforms we work with. We don't control them, and their own privacy policies apply when you visit them.

We'll update this policy when the way we handle personal data changes. The date at the top shows when it last changed, and if a change is significant we'll tell clients and anyone on our mailing list directly.

Questions, requests or complaints about privacy: hello@canoyhq.com.