Privacy notice

What personal data Synapse Retention collects about prospects, clients and the brands we research, why we use it, and how to have it removed.

Drafted in plain English. It has not been reviewed by a lawyer yet.

Who we are

Synapse Retention is a Klaviyo email and SMS retention practice for Shopify brands, run by its founder, Mohamed Hamed, and co-founder, Mohamed Belal. We work from Budapest and London with US brands. For the personal data described here, we are the controller.

info@synapseretention.com

What we collect

About prospects

• Business contact details: your name, role, work email address, company and store URL. These come from you, or from information your business publishes for business purposes, such as your store’s website.
• The emails we exchange with you, and a note of whether you asked us not to contact you again.

About clients

• Contact details for the people we work with, our agreements and invoices, and our correspondence.
• When you ask us to rebuild your flows, we work inside your Klaviyo account. The customer data held there stays yours. We only use it to do the work you’ve asked for, on your instructions.

From our research into brands’ emails

To read a brand’s flows, we subscribe to its list using our own email addresses and start checkouts as a customer would. The only personal data we give the brand is our own. The emails we receive can include the names of the brand’s staff, such as a founder’s sign-off, and we keep those emails as part of the research. We don’t name brands in public examples.

From this website

This site sets no cookies, runs no analytics and loads nothing from third parties. Our hosting provider, Cloudflare, processes standard request data such as IP addresses in order to deliver the pages and keep the site secure.

Why we use it, and our legal basis

We rely on legitimate interest (Article 6(1)(f) of the UK GDPR and the EU GDPR) to contact businesses that may benefit from a teardown, to carry out our research into how brands email their customers, and to manage our client relationships. Our interest is running and growing a business-to-business service. We only contact people in their business role, about their business, and you can object at any time.

Where you’re a client, we also process your details because we need to in order to carry out our agreement with you, and we keep financial records because the law requires it.

Business email and unsubscribing

We send business-to-business email, including to people we haven’t worked with before. We follow the US CAN-SPAM Act. Every email we send says who it’s from, has an honest subject line, includes our postal address and has a working unsubscribe link.

If you unsubscribe or ask us to stop, we stop within 48 hours. We keep your email address on a suppression list so that we don’t contact you again by mistake.

Who else handles it

We use a small number of service providers to run the business: Cloudflare to host this website, Amazon Web Services (inbound mail and hosting for our research, in the US) and DigitalOcean. Some of these providers are based in, or store data in, the United States. Where personal data leaves the UK or the EU, we rely on the safeguards those providers offer for international transfers, such as standard contractual clauses. We don’t sell personal data.

How long we keep it

The periods below are drafts we’re still confirming.

• Prospects: until you ask us to stop, or for 24 months after our last contact if we don’t go on to work together.
• Clients: for as long as we work together, then for six years for agreements and invoices, to meet UK record-keeping rules.
• Research emails: for as long as we’re observing that brand’s flows.
• Suppression list: only your email address, kept for as long as we send email, so that we honour your request.

Your rights, and how to have your data removed

You can ask us for a copy of your data, or ask us to correct it, delete it, restrict what we do with it or stop using it. You can object to our use of legitimate interest at any time, and you don’t need to give a reason.

To have your details removed, email info@synapseretention.com with the subject “Remove me” and the email address you want removed. We act on removal requests within 48 hours and answer other requests within one month.

Changes to this notice

When the way we handle personal data changes, we’ll update this notice and the date at the top of it.