Privacy Policy

1. Introduction

Welcome to RelayOps ("we", "us", "our"). We are committed to protecting your personal information and your right to privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our shipping management platform and services.

By accessing or using RelayOps, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with our policies and practices, please do not use our services.

2. Information We Collect

2.1 Personal Information You Provide

We collect information that you voluntarily provide when registering for an account or using our services:

• Account Information: Name, email address, phone number, business name, and password
• Business Information: Company details, tax identification numbers, business addresses
• Payment Information: Billing details and subscription payment information (processed securely through our payment providers)

2.2 Store and Order Data

When you connect your e-commerce stores to RelayOps, we collect:

• Customer Information: Customer names, shipping addresses, phone numbers, email addresses, and order details from your Shopify or WooCommerce stores
• Order Details: Product information, order amounts, payment status (COD/prepaid), order status, and tracking information
• Store Credentials: API keys, access tokens, and store URLs necessary to connect and sync your e-commerce platforms

2.3 Courier Integration Data

To facilitate shipping through courier services, we collect and store:

• Courier Credentials: API keys, usernames, passwords, and account details for TCS, Leopards, BlueEx, and other courier services (encrypted using AES-256 encryption)
• Shipping Data: Consignment numbers, tracking IDs, manifest information, and delivery status updates
• COD Information: Cash on delivery amounts and reconciliation data

2.4 Usage and Technical Data

• Log Data: IP addresses, browser type, device information, operating system, and page views
• Usage Analytics: Features used, time spent on platform, actions performed, and error logs
• Cookies: Session cookies, authentication tokens, and preference settings

3. How We Use Your Information

We use the collected information for the following purposes:

• Service Delivery: To provide, operate, and maintain the RelayOps platform, including order synchronization, shipment booking, label generation, and tracking updates
• Courier Integration: To communicate with courier APIs (TCS, Leopards, BlueEx) on your behalf to book shipments, generate manifests, and retrieve tracking information
• Store Synchronization: To sync order data from your Shopify or WooCommerce stores and update tracking information back to your stores
• Analytics and Reporting: To provide dashboard analytics, sales reports, order trends, and performance metrics
• Customer Support: To respond to your inquiries, provide technical assistance, and resolve issues
• Service Improvement: To analyze usage patterns, identify bugs, and improve platform features and performance
• Security: To detect, prevent, and address fraud, security breaches, and technical issues
• Communications: To send service updates, security alerts, subscription notifications, and product announcements
• Legal Compliance: To comply with applicable laws, regulations, and legal processes

4. Data Security

We implement industry-standard security measures to protect your information:

• Encryption: All courier credentials and sensitive data are encrypted using AES-256 encryption at rest
• Row-Level Security (RLS): Database access is restricted using row-level security policies to ensure complete data isolation between users
• Secure Transmission: All data transmitted between your browser and our servers uses TLS/SSL encryption
• Access Controls: Strict authentication and authorization controls limit access to your data
• Regular Backups: Automated backups ensure data recovery in case of system failures
• Security Monitoring: Continuous monitoring for suspicious activities and potential security threats

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

5. Third-Party Sharing and Services

We share your information with third parties only as necessary to provide our services:

5.1 Courier Services

Customer shipping information (names, addresses, phone numbers, order details) is transmitted to courier services (TCS, Leopards Courier, BlueEx) to facilitate shipment bookings and deliveries. This is essential for the core functionality of our platform.

5.2 E-Commerce Platforms

We connect to your Shopify and WooCommerce stores using their official APIs. We access only the data necessary for order management and tracking synchronization. Tracking numbers generated by couriers are sent back to your stores to update order status.

5.3 Infrastructure Providers

• Supabase: Our database hosting provider, which stores all platform data with enterprise-grade security
• Vercel/Hosting Services: Application hosting infrastructure

5.4 Payment Processors

Payment and billing information is processed through secure third-party payment providers. We do not store full credit card numbers on our servers.

5.5 We Do NOT Sell Your Data

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

6. Data Retention

We retain your information for as long as your account is active or as needed to provide services. If you cancel your subscription:

• Your account data will be retained for 30 days to allow for account reactivation
• After 30 days, all order data, customer information, and credentials will be permanently deleted
• Some data may be retained longer if required by law or for legitimate business purposes (e.g., dispute resolution, fraud prevention)

7. Your Privacy Rights

You have the following rights regarding your personal information:

• Access: Request a copy of the personal data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your account and associated data (subject to legal retention requirements)
• Data Portability: Request export of your data in a machine-readable format
• Withdraw Consent: Disconnect integrations or revoke access to connected stores and couriers at any time
• Object to Processing: Object to certain processing of your data

To exercise these rights, contact us at privacy@relayops.com. We will respond within 30 days.

8. Cookies and Tracking

We use cookies and similar tracking technologies to:

• Essential Cookies: Maintain user sessions and authentication
• Functional Cookies: Remember your preferences and settings
• Analytics Cookies: Understand how users interact with our platform

You can control cookie preferences through your browser settings, but disabling cookies may affect platform functionality.

9. International Data Transfers

Your data may be transferred to and processed in countries other than Pakistan. We ensure appropriate safeguards are in place to protect your information in accordance with this Privacy Policy and applicable data protection laws.

10. Children's Privacy

RelayOps is not intended for use by individuals under 18 years of age. We do not knowingly collect personal information from children. If you become aware that a child has provided us with personal information, please contact us immediately.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or through a prominent notice on our platform. Continued use of RelayOps after changes constitutes acceptance of the updated policy.

12. Contact Us

For questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us: