Twicebow Privacy Policy

Effective date: October 7, 2026

Twicebow is a Shopify app made by Sextant Studio ("we", "us"). It helps merchants thank their customers after an order arrives, with a short survey and a reward for their next purchase. This policy explains what information the app handles, why, and what choices merchants and their customers have.

Questions or requests: support@twicebow.com

Who is responsible for what

• Merchant information (the store and the people who run it): we decide how this is used, so we are responsible for it.
• Customer information (people who buy from a store that uses Twicebow): the merchant decides how it is used. We handle it only on the merchant's behalf and only to run the app for that merchant. Customers who want to see, correct or delete their information should contact the store they bought from. The store can ask us through Shopify, and we will help.

Information we handle

About merchants

• Store details from Shopify: store address (myshopify domain), store name, primary domain, currency and country.
• The access token Shopify gives us so the app can work, stored by Shopify's session library.
• The settings you choose in the app, including wording, rewards and survey questions.
• If you connect them: your Klaviyo API key, the address of your own webhook, and the secret that signs it. Keys and secrets are encrypted before we store them.

About customers, on the merchant's behalf

• Order details: order ID and order number, Shopify customer ID, order total and currency, discount codes used, the destination country (country only, not the address), the language used at checkout, and whether and when the order was delivered.
• A one-way coded version (a keyed hash) of the email address on the order. We use it to confirm that the person viewing a reward is the person who placed the order. The email address cannot be read back from it.
• The customer's email address itself, only if the customer chooses to receive reward emails. If they later unsubscribe, we delete it.
• Survey answers the customer gives, including anything they type into free-text questions.
• How the customer uses their reward: when it was shown, opened, unlocked, used or expired.
• On the order status page, the app keeps a small amount of information in the customer's browser so it remembers where they left off, such as survey progress.

What we do not collect

We do not collect customer names, postal addresses, phone numbers or payment details. We do not use advertising or cross-site tracking cookies.

How we use it

• To run the app for the merchant: create rewards, detect delivery, show the survey and reward to the customer, and create or disable discount codes in the merchant's store.
• To send reward emails to customers who asked for them, in the store's name.
• To show merchants their results, such as survey answers and repeat orders from rewards.
• To keep the app secure and working, and to find and fix problems.
• To write the weekly summary email for merchants on paid plans. An AI service reads the store's survey results and the answers customers typed, and writes a few short findings. Email addresses and phone numbers are removed from the typed answers before they are sent. We do not send the customer's name, order number or customer ID from the order, or the store's name. Anything else a customer chose to write in an answer is sent as written. Merchants can turn the weekly summary off in Settings.
• To create anonymous, combined statistics across stores, for example which survey questions or email wording are used most. These never identify a store or a customer.

Apart from those anonymous statistics, we use customer information only for the merchant that it came from. We do not sell personal information, and we do not use it to advertise to anyone. We do not use customer information to train AI models.

Who we share it with

• Shopify, which the app runs on.
• Resend, which delivers the reward emails. It receives the customer's email address and the content of the email.
• Render, our hosting and database provider, which stores the app's data for us in the United States.
• Anthropic, which provides the AI service that writes the weekly summary. It receives the store's survey questions, the number of people who chose each option, and the answers customers typed (with email addresses and phone numbers removed). It is used only for stores on paid plans, once a week. Under Anthropic's commercial terms, data sent through its API is not used to train its models.
• Cloudflare, which hosts this website, whose network delivers the app, and which forwards the email you send to support@twicebow.com.
• Google, which stores that email in our support mailbox.
• Services the merchant turns on, only when the merchant connects them:
• Klaviyo: reward events and the Shopify customer ID, plus the email address only for customers who agreed to receive emails.
• The merchant's own webhook address: the same information as Klaviyo.
• A data feed the merchant can use in tools such as Google Sheets, which never includes email addresses.

We may also share information if the law requires it.

How long we keep it

• A customer's email address is kept until they unsubscribe, the merchant removes the app, or we receive a deletion request, whichever comes first.
• Email delivery records are deleted after 30 days, or after 90 days if the email could not be sent.
• Rewards that have ended are stripped of anything that identifies the customer after 2 years. Only anonymous totals remain for the merchant's reports.
• Records of who accessed customer data are kept for 1 year and contain no customer information.
• Server logs are kept for no more than 30 days.
• If an email address permanently bounces (the mailbox does not exist), we keep a one-way keyed hash of it for 1 year so that no store sends to it again. It is not the address itself and is not linked to any store or customer record.

When a merchant removes the app, we immediately delete the store's access token and all customer email addresses, and we stop sending emails and data. 48 hours later Shopify asks us to delete the store's data, and we delete all of it. The one exception: if reward emails for that store were paused for spam reports or bounces at the time, we keep the store's address (for example example.myshopify.com) and the pause dates, with no customer information, so the pause still applies if the app is installed again. We delete this record 90 days after the pause ends.

When a customer asks to be deleted (through the merchant and Shopify), we delete their email address and consent record, clear their typed survey answers, and remove anything linking their rewards to them.

Security

• All data is encrypted in transit (HTTPS) and at rest.
• API keys and webhook secrets are also encrypted separately (AES-256-GCM).
• Email addresses used to check who owns an order are stored only as keyed hashes.
• Access to customer data inside the app is logged.
• Only the people who build and run Twicebow can access production systems, and only when needed to run or fix the app.

If a security incident affects personal information, we will tell the affected merchants and Shopify without undue delay, and help merchants meet any duty they have to tell their customers.

Where it is processed

Our providers may process information in countries other than yours, including the United States. When they do, we rely on the protections those providers offer for international transfers.

This website

twicebow.com is an information page. It does not use cookies for analytics, advertising or tracking, and it has no forms. Like any website, it receives your IP address and basic browser details when you visit. Cloudflare, which hosts the site, uses them to deliver pages and to protect the site from abuse, under its own privacy policy. We do not combine this with any other information. If you email us, we keep your message and email address to reply and to help with your store.

Your choices and rights

• Customers can decline or stop reward emails at any time, using the unsubscribe link in every email. To access or delete other information, contact the store you bought from.
• Merchants can export or delete their data by contacting us, and removing the app deletes it as described above.
• Depending on where you live, you may have rights under laws such as the GDPR, the UK GDPR, the California Consumer Privacy Act or Thailand's Personal Data Protection Act. Contact us and we will help.

Twicebow is meant for store owners and shoppers. It is not directed at children.

Changes

If we change this policy, we will update the date at the top. If a change is significant, we will let merchants know inside the app or by email before it takes effect.

Contact

Sextant Studio · support@twicebow.com