PTESEN

Privacy Policy

Last updated: July 27, 2026

Ondasend is an email, WhatsApp and SMS marketing app for Shopify stores. This policy explains what data we access, what we use it for, and how we protect it, in compliance with Brazil's LGPD (Law 13.709/2018) and the GDPR.

1. Who we are and our role

Ondasend provides the app that merchants install on their Shopify stores. For end-customer data, the merchant is the Controller and Ondasend acts as the Processor, handling data only under the merchant's instructions and to operate the app. Questions: contato@ondasend.com.

2. Data we access

With your authorization and Shopify's Protected Customer Data approval, we access, through Shopify's APIs and webhooks:

  • Customer names;
  • Email address;
  • Phone number (when available);
  • Order history (purchases, amounts, dates);
  • Purchase behavior and engagement (abandoned carts, campaign opens and clicks).
  • Technical engagement and consent metadata (IP address, user-agent and timestamp), used for security, abuse prevention and consent evidence.

We also process data entered in your store's signup forms (email, name, phone and marketing consent).

When the merchant chooses to use an artificial-intelligence feature, we process the store name, instructions and campaign content submitted to that feature to generate the requested response. Do not include customer personal data in those instructions.

3. What we use data for

  • Send email, WhatsApp and SMS campaigns on your store's behalf;
  • Run automations (welcome, birthday, post-purchase) and abandoned-cart recovery;
  • Segment contacts by behavior and purchase history;
  • Generate real-time campaign reports (sends, opens, clicks, conversions and revenue);
  • Generate content suggestions when the merchant voluntarily invokes an artificial-intelligence feature;
  • Honor consent and unsubscribe requests.

We do not sell personal data.

4. Legal basis

We process data based on performance of the contract with the merchant, the legitimate interest of operating the service, and — for marketing to end customers — the consent obtained by the merchant (LGPD art. 7 and 11; GDPR art. 6). Customers can withdraw consent anytime via the unsubscribe link in every message.

5. Sub-processors

We share strictly necessary data with:

  • Neon (Neon, Inc.) — database hosting contacts, campaigns and metrics. United States.
  • Fly.io — application hosting and processing.
  • Amazon SES (Amazon Web Services, Inc.) — email delivery. United States.
  • atende-tudo / Meta WhatsApp Cloud API — WhatsApp delivery to opted-in customers.
  • Mobizon — SMS delivery and status tracking, when the channel is enabled.
  • OpenRouter — processing instructions and campaign content when the merchant invokes artificial-intelligence features.

Personal data stays in Shopify as the primary source; we keep only an operational copy of contacts in Neon.

6. International transfer

Sub-processors may operate in countries outside Brazil and the EU. International transfers use the safeguards required by LGPD (art. 33) and GDPR (Chapter V).

7. Data retention and deletion

We keep data while the app is installed. On uninstall, Shopify sends the shop/redact webhook and we delete the store's data within 48 hours of receiving it.

  • IP address, user-agent and raw engagement-event payloads are minimized after 90 days.
  • IP address and user-agent in consent evidence are minimized after 180 days while the consent decision is preserved.
  • Fulfilled orders used by automations are removed after 180 days; form submissions after 365 days.
  • Data-subject access request packages are removed after 60 days.
  • The merchant can request deletion by uninstalling the app or via contato@ondasend.com.
  • The end customer requests access/deletion directly from the store; we process it via the mandatory webhooks.

8. Shopify privacy webhooks

  • customers/data_request — we gather the customer's data and make it available to the merchant;
  • customers/redact — we erase the specified customer's data;
  • shop/redact — we erase all of the store's data after uninstall.

9. Data subject rights

You and your customers have the right to access, correct, delete, port and object to processing (LGPD art. 18; GDPR art. 15–22). End customers exercise these with the store; merchants contact us directly.

10. Security

We use encryption in transit (TLS), restricted access control, and providers with recognized security certifications.

11. Minors

The app is not directed at minors and we do not knowingly collect children's data.

12. Changes to this policy

We may update this policy periodically; the "last updated" date at the top will be revised.

13. Contact

Privacy questions: contato@ondasend.com.