Privacy Policy
This Privacy Policy explains how Carryup Innovations Private Limited (“we”, “us”, or “our”) collects, uses, shares, and protects information in connection with the Vello application (the “App”), a shoppable-video app for Shopify stores. It applies both to the merchants who install Vello and to visitors of storefronts where Vello is active.
1. Who this policy covers
- Merchants — Shopify store owners and staff who install and use the App.
- Storefront visitors — people who view or interact with Vello videos on a merchant’s storefront.
2. Information we collect
From merchants and their store
When a merchant installs the App, we receive from Shopify and store:
- Store details: myshopify domain, store name, contact email, currency, and timezone.
- Access tokens issued by Shopify so the App can operate on the store’s behalf.
- Content the merchant creates in the App: uploaded videos, thumbnails, captions, widget configuration, and product tags (which reference Shopify product and variant identifiers).
- Subscription and billing status, managed through Shopify’s Billing API. We do not receive or store payment card details — Shopify processes all payments.
From storefront visitors
When a visitor interacts with a Vello video, we collect limited, largely pseudonymous analytics so merchants can measure performance:
- A randomly generated session identifier (not linked to a name or email).
- Device type (mobile, tablet, or desktop).
- Interaction events: video impressions, views, watch time, product-tag clicks, add-to-cart, and completed purchase signals.
- References to the Shopify product and, where a purchase occurs, the Shopify order associated with the interaction.
We do not use this data for cross-site advertising, and we do not attempt to identify individual shoppers from it.
3. How we use information
- To provide and operate the App’s core features — hosting and serving videos, rendering storefront widgets, and syncing product information.
- To generate analytics and reporting for the merchant.
- To enforce plan limits and process subscriptions via Shopify billing.
- To provide optional AI features (see Section 4).
- To maintain security, prevent abuse, debug, and improve the App.
- To communicate with merchants about the service.
4. AI processing
If a merchant enables AI features (such as automatic captions or product tagging), the relevant video or its audio may be sent to our AI provider, OpenAI, for processing. This content is transmitted solely to generate captions or tag suggestions and is handled under OpenAI’s applicable terms and privacy commitments. AI features are optional and are skipped when not enabled.
5. Service providers and sharing
We do not sell personal information. We share data only with providers that help us run the App, under contractual confidentiality and data-protection obligations:
- Shopify — the platform the App runs on.
- OpenAI — optional AI captioning and product tagging (see Section 4).
- Cloud infrastructure and database/cache providers — to host the App and store its data.
- Email provider — to send service-related messages.
We may also disclose information where required by law or to protect our rights, users, or the public.
6. Data retention
We retain merchant content and account data for as long as the App is installed. When a merchant uninstalls the App, or upon a valid deletion request, we delete or de-identify the associated data in line with Section 7 and applicable law, subject to any retention we are legally required to observe.
7. Shopify data requests and your rights
We honor Shopify’s mandatory compliance webhooks: customers/data_request, customers/redact, and shop/redact. When Shopify notifies us of a request, we respond by providing or deleting the relevant data as required.
Depending on your location, you may have rights under laws such as the GDPR or CCPA, including the right to access, correct, delete, or restrict processing of your personal information, and to object or withdraw consent. Storefront visitors should contact the merchant (the data controller for their store) in the first instance; we will assist the merchant in fulfilling such requests. Merchants and individuals may also contact us using the details in Section 12.
8. Cookies and similar technologies
Vello uses a functional session identifier to attribute storefront interactions and measure video performance. It is not used for advertising or cross-site tracking. The merchant’s store and Shopify may separately use cookies governed by their own policies.
9. Security
We use technical and organizational measures designed to protect information, including encryption in transit and access controls. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
10. International transfers
We and our service providers may process information in countries other than where you are located. Where required, we rely on appropriate safeguards for such transfers.
11. Children
The App is intended for businesses and is not directed to children. We do not knowingly collect personal information from children.
12. Changes and contact
We may update this policy from time to time; material changes will be reflected by updating the “Last updated” date above. Questions or requests can be sent to:
Carryup Innovations Private Limited
Email: support@toolup.in