Privacy Policy

You Own Your Data

Retention Factory is an online application that stores, transfers, and integrates your data as a side effect of getting its job done. The data entered or imported by you remains your property and Retention Factory will not use nor make available for use any of this information without your permission.

You Control Who Has Access to Your Data

Your data is stored securely in a database and is only accessible to you, any person you choose to share it with, and (under unusual and urgent circumstances, and always at your direction) a select few of our support staff. Any of your customer data we access on your behalf is never shared with anyone else.

We Collect the Minimum Necessary To Get The Job Done

We only collect the minimum data we need to get our jobs done. In general, that means we try to work from your internal order/product identifiers and other non-sensitive information (eg. product skus, product prices, images, and other information that’s already publicly available on your website). Under no circumstances to we ever access your customers’ credit card information. Because we do send emails to your customers on your behalf, we do obviously access your customers’ email addresses, first/last names, and city/state. But we only access that information for the purposes of scheduling, targeting, and sending email on your behalf.

It Is Your Responsibility to Keep Your Password Safe

Your password is encrypted in our database. Retention Factory, Retention Factory’s staff and the applications Retention Factory integrates with do not have access to your password and are therefore unable to access your account directly. It’s technically infeasible for anyone at Retention Factory to know what your password is, including support staff. Because of this, we will assume that anyone accessing your account with your password was authorized by you to do so, or got your password through some means outside our control.

We Monitor System Usage

Retention Factory monitors individual system usage to assist with resolution of system issues and errors as well as to gather data to improve our product. This data is generally analyzed in aggregate and there is no person here at Retention Factory sitting and watching your every move. Retention Factory accesses usage information and transaction volumes in order to better understand how our customers are using the service so we can improve the system design and, where appropriate, have the system prompt users with suggestions on ways to improve their own use of the system.

This tracking is done through a combination of custom tools and Google Analytics. In particular, we use the User-Id feature of Google Analytics to help us improve your application experience. If you'd rather we didn't, please feel free to opt out by emailing support@retentionfactory.com.

We Use Secure Data Storage in the United States

All of our data is stored in an industry standard Postgres database hosted by a top-tier cloud service provider. Their security measures are stronger than anything you or we could do ourselves. In addition, sensitive data like passwords and access tokens are stored encrypted at rest and communicated with APIs using HTTPS.

Retention Factory stores your data in datacenters maintained by Heroku and Amazon.com in the United States. Where you access or input data from somewhere other than the country where the data is stored or to be stored, you consent to that data being transferred from one country to the other (including via any intermediate country) as a function of transmission across the Internet.

Your Data is Sent Securely Across the Internet

Retention Factory’s servers have SSL Certificates, so all Data transferred between users and the service is encrypted. However, the Internet is not in itself a secure environment. Users should only enter data to the database within a secure environment. This means that your browser must support the encryption security used in connection with the service and you must be responsible for preventing malware like keystroke loggers from being installed on your own local machine.

Retention Factory Does Not Store Any Credit Card Details

If you choose to pay for the service by credit card, your credit card details are not stored by the service and cannot be accessed by Retention Factory staff.

Your credit card details are encrypted and securely stored by Recurly to enable Retention Factory to automatically bill your credit card on a recurring basis.

Retention Factory Will Give You Access to Your Data at Any Time

Provided you have met your obligations under any service terms of use, on request to support@retentionfactory.com, Retention Factory will provide you with a full export of your data in a common file format (determined by Retention Factory, generally CSV), free of charge. This data export will only be done for free once every 12 months.

Your data may be permanently and irrecoverably deleted by Retention Factory 40 days after you stop paying for the service.

Retention Factory does not store anything in your browser that will identify you or your organization by name. The service utilizes “cookies” and other technical measures that enable us to monitor traffic patterns, maintain session state and to serve you more efficiently if you revisit the site. A cookie does not identify you personally nor contain any other information about you or your organization, but it does identify your computer. You can set your browser to notify you when you receive a cookie and this will provide you with an opportunity to either accept or reject it in each instance.

Retention Factory will not sell or otherwise provide your personal information to a third party, or make any other use of personal information about you for any purpose which is not incidental to the normal use of the service.

You Can Opt-out of Any Email Communications

Retention Factory sends billing information, product information, service updates and service notifications to you via email.

Where appropriate, email communication will contain clear and obvious instructions describing how you can opt to be removed from the mailing list. Retention Factory will remove you upon your request.

You are responsible for checking the Privacy Policy of any third-party applications Retention Factory links to (e.g. Mailchimp, Shopify, etc). Retention Factory may contain links enabling the electronic transfer of data with third-party applications. Retention Factory takes no responsibility for the privacy practices or content of these applications.

This Policy May be Updated From Time to Time

Retention Factory reserves the right to change this policy at any time and any amended policy is effective upon the posting on this website. Retention Factory will make a reasonable effort to communicate these changes to you via email or notification via the website, but even if you fail to see such notice the amended policy will still take effect.

Corporate Identity

Retention Factory is a product of Thedwick LLC (d.b.a. Pollen.io), which is a Limited Liability Corporation in Berkeley, California, United States. Anywhere in this or other documents where we referred to “Retention Factory” or its staff doing something, we really mean employees and subcontractors of Thedwick LLC. Any statements in this privacy policy should be interpreted in light of US federal law and California state law.

Misc Legalese

We are required by CalOPPA to disclose our policy with Do Not Track signals from users. We currently do not honor Do Not Track requests from browsers.

Last updated: 11 September 2014