Privacy Policy

Canora is a product of Cast Hook LLC (“Cast Hook,” “we,” “us”). This policy explains how we handle information when you visit canora.ai or use the Canora web dashboard, the Canora mobile app, the Canora app for Shopify, the Canora on-premises agent or the Canora API (together, the “Service”).

Canora is built for retailers (“merchants”). For a merchant's account and billing details we decide how the data is used. For data a merchant connects to Canora from their store systems, including their customers' records, we act on the merchant's behalf and only as instructed by them.

Account information. Name, email address, business name, and sign-in and multi-factor authentication details for you and your team members, including, for each passkey you add, its public key, the name you give it, the type of device it is on and when it was last used. Canora never receives fingerprints, face data or device PINs.

Signing up. When you sign up or create a workspace, our servers look up the approximate country of your IP address in a database we host ourselves, only to check that Canora is available where you are; we do not store the result.

Billing information. Billing contact and subscription details. Card payments are handled by Stripe; we see only limited details such as the last four digits of a card, never the full card number.

Store data you connect. When you connect a point-of-sale system or online store (for example Shopify), we sync the data needed to run the Service: products, descriptions, images, prices, inventory levels, orders, and the customer records attached to them. Access credentials for connected platforms are stored encrypted.

Mobile app. If you use the Canora mobile app, it uses your device's camera only when you choose to scan or photograph products, and the resulting barcodes and images are processed as store data. The app does not access your contacts, location or other files.

On-premises agent. If you install the Canora agent, while it is connected it sends us its version, status, recent errors and the computer's name.

Website. If you join our waitlist we collect your email address. Our servers keep standard technical logs (such as IP address, browser type and request time) for security and troubleshooting.

• To provide the Service: syncing inventory and catalogs between your systems and sales channels.
• To improve your product listings with AI, such as drafting descriptions, extracting attributes and preparing images.
• To bill your subscription and provide customer support.
• To keep the Service secure and prevent abuse.
• To send service messages and, if you joined the waitlist, launch updates. You can unsubscribe at any time.

We do not sell personal information, and we do not use it for advertising.

Where data protection law (such as the GDPR) asks us to name a legal basis, these are ours:

• Our contract with you. Providing the Service, including syncing and the AI features you use, billing your subscription, support and service messages.
• Our legitimate interests. Keeping the Service secure, preventing abuse, and the technical logs our servers keep for troubleshooting.
• Your consent. Launch updates if you joined the waitlist. You can withdraw it at any time by unsubscribing.
• Legal obligations. Keeping tax and billing records, and disclosures the law requires.

For data a merchant connects from their store systems, including their customers' records, the merchant decides the legal basis and we process it on their instructions.

We share data only with service providers that help us run the Service, and only what each needs to perform its function for us. One AI image provider's own terms let it use the product photos it receives to improve its service; our Compliance page names it. The providers fall into these categories:

• Cloud hosting, storage and encryption key management
• Payment processing
• Email delivery
• Sign-in and multi-factor authentication
• AI providers, which process product information and images
• Product lookup services, which receive only barcodes or product categories
• Maps, to place store addresses on a map
• Operational monitoring, which receives no catalog, order or customer records
• Logo and font services, loaded directly by your browser

The full list of providers, with what each does and where it is based, is on our Sub-processors page. When we add a provider to that list, we email the owners and admins of every Canora workspace.

We publish product data to the sales channels you connect, at your direction. We may also disclose information if required by law, or as part of a merger or acquisition, in which case this policy continues to apply.

We keep account and store data while your account is active. Disconnecting a store from its page in the dashboard stops syncing and deletes the catalog data synced from it; orders already synced stay in your workspace until you delete them from the dashboard or ask us to. Closing your account does not delete its data automatically. We complete deletion requests within 30 days, except where we must keep records for legal, tax or security reasons. Deleted data can remain in our database backups for a limited period, until those backups expire.

Orders, and the customer details that come with them, are kept for the life of your workspace. They are deleted when the workspace owner uses Delete all data in the dashboard, or when your store platform asks us to erase a shopper's data.

Some records have a fixed retention period and are deleted automatically when it ends:

• Messages that stores and payment providers send us about orders, customers and payments (webhooks), which can include a shopper's name and contact details: 30 days after we receive them.
• Data exports we prepare when a shopper asks a store for a copy of their data: 30 days after we deliver them.
• Archived audit logs, the record of changes made to your catalog and settings: 7 years. When an archive is deleted we keep only its size and integrity hashes, so the log's tamper evidence can still be checked.

The workspace owner can delete all of a workspace's data from the dashboard with Delete all data, and you can delete your own user account there, which erases your personal details 7 days later. You can also email trust@canora.ai from the address on the account. Customers of Shopify stores can also make requests through Shopify; if you do not hear back, email us.

Data is encrypted in transit with TLS. Credentials for connected platforms are encrypted at rest using keys held in a managed key service. Access to production systems is restricted to authorized personnel who need it to operate and support the Service.

Depending on where you live, you may have the right to access, correct, export or delete your personal information. Where we process it based on our legitimate interests, you may also object, and in some cases ask us to restrict processing while a request is resolved. The rights to object and to restrict do not cover processing we need to provide the Service you signed up for; if you no longer want that processing, you can stop using the feature or close your account. You can unsubscribe from marketing emails at any time. Email us to make a request; we will respond within 30 days. If you are a customer of a store that uses Canora, please contact that store first, as they control your data. We will assist them with your request.

We are based in the United States and host and store data there. Some providers may process data in other countries. Where data moves across borders, we rely on our providers' terms and, where they offer them, their data protection agreements.

canora.ai does not use advertising or analytics cookies. The Canora dashboard uses cookies that are strictly necessary to keep you signed in.

The Service is intended for businesses and is not directed to anyone under 18.

We will post changes here and update the effective date. For material changes we will notify account holders before they take effect.

Cast Hook LLC · trust@canora.ai