Privacy policy

1. Who we are

SynexaTech Labs operates this support website for Synexa Holiday Notice, Synexa FulfillGuard, and Synexa Catalog Pulse. We are responsible for deciding how personal information collected through this website is used to provide support. This policy applies when you browse our guides, submit feedback, contact us, or access a support request.

This website is separate from your Shopify store and the apps themselves. Installing or uninstalling an app does not automatically create or delete support correspondence. Shopify and other websites have their own privacy notices.

2. Information we handle

• Contact and support details: your email address, optional name and Shopify store domain, request subject, category, priority, messages, and other information you choose to share.
• Support records: ticket reference, status, timestamps, email-verification and access records, email-delivery records, and staff actions. Internal staff notes are restricted to authorized staff.
• Guide feedback: whether an article was helpful, the article concerned, and a session-linked identifier used to manage repeat feedback.
• Technical information: IP address, browser and request information, session identifiers, timestamps, and diagnostic or security logs generated during use.
• Cookie preferences: the necessary-only choice saved in your browser, its date and policy version. This record does not contain your name, email address or ticket content.

Please do not send passwords, verification links, API keys, payment-card details, customer lists, order records, or unnecessary sensitive personal information. We do not need your Shopify password to provide support.

3. How and why we use information

We use information to answer questions, investigate problems, deliver support emails, verify access to private requests, manage support history, improve help content, prevent abuse, and meet legal obligations. Support emails are service communications, not a marketing subscription.

Where a legal basis is required, we rely on providing a service you request or taking steps at your request, our legitimate interests in operating and securing support and improving our guides, and compliance with legal obligations. We balance those interests against your rights. Where consent is required for an optional purpose, we will ask before starting that processing; you may withdraw it at any time.

We do not use support information for targeted advertising or make automated decisions that produce legal or similarly significant effects about you.

4. When information is shared

Authorized team members and service providers may access information as needed to host the website, operate its database, deliver email, maintain security, and respond to requests. Providers must handle information for those services and under applicable confidentiality and data-protection obligations.

When Cloudflare Turnstile is enabled on a form, Cloudflare processes technical information to distinguish legitimate requests from automated abuse. See Cloudflare’s privacy policy for its practices.

We may disclose information where legally required, to protect people or systems, or to establish, exercise or defend legal claims. We do not sell personal information or share it for cross-context behavioral advertising.

5. Cookies and browser storage

This website currently uses only necessary cookies and storage. We do not load optional analytics, advertising pixels, or social-media trackers. The same necessary-only approach applies to visitors worldwide, without location-based consent rules.

Open cookie settings at any time, or use the footer link. Necessary storage supports the service and cannot be switched off in these settings. You can remove or block it in your browser, although forms and verified ticket access may stop working. Clearing storage or using another browser may show the notice again.

We recognize a browser’s Global Privacy Control (GPC) signal and maintain the necessary-only setting. There is no sale, advertising sharing or optional tracking to enable. Browsing, scrolling, silence, or closing settings is not consent to optional cookies. If we introduce optional technologies, we will describe their providers, purposes and durations and offer separate, off-by-default choices before loading them.

If JavaScript or browser storage is unavailable, optional tracking remains off. These settings apply to this website and browser; they do not change Shopify’s or a merchant storefront’s settings.

6. Retention and deletion

We keep personal information for as long as reasonably needed to handle your request, maintain relevant support history, protect the service, and meet legal obligations. The period depends on the record, request status, security needs, and legal requirements. Closing a ticket or uninstalling the app does not immediately erase support records.

You can ask about retention or request deletion using the contact options below. Information retained for legal claims or obligations, and copies awaiting normal backup replacement, may remain longer with restricted use. Cookie-preference storage expires as described above.

7. Security and international processing

We use measures designed to protect personal information, including email-verified ticket access and staff authorization controls. A ticket reference alone does not grant access. Keep verification emails private and sign out on shared devices. No website or storage system can be guaranteed completely secure.

Information may be processed in countries where SynexaTech Labs or its providers operate, with different privacy laws from your country. Applicable international-transfer requirements and safeguards must be observed. Contact us for information about providers, processing locations, or safeguards relevant to your request.

8. Your privacy rights

Depending on your location and applicable law, you may have rights to access or obtain a copy of information, correct it, request deletion, restrict or object to processing, request portability, or withdraw consent. You may also have rights to opt out of sale, sharing, or targeted advertising; this website does not carry out those activities. You may have the right to appeal a decision or complain to your local data-protection authority.

We assess and respond to requests within the time required by applicable law. We may need proportionate information to verify your identity or a representative’s authority, but will not ask for passwords or access tokens. Exercising a privacy right will not result in unlawful discrimination. Some rights have legal exceptions; we will explain applicable limits in our response.

9. Children’s information

This website is intended for merchants and people seeking business support, not for children. We do not knowingly collect children’s personal information. If you believe a child has provided information, contact us so we can assess and address it.

10. Contact us about privacy

Use our support request form, select General question, and use a subject such as Privacy request — support website. A Shopify store domain is optional. Include an email address you can access and describe your request without sending sensitive information.

You can also email [email protected] with a privacy question or request.

11. Changes to this policy

We may update this policy as our services, practices, or legal obligations change. The effective date above identifies this version. We will provide additional notice of material changes where required by law, and seek fresh consent before introducing optional processing that requires it.