Privacy policy

Who we are

SendDuo is operated by Skyscapesfl LLC, a Florida limited liability company doing business as SendDuo (“SendDuo”, “we” or “us”). Our website is sendduo.com.

We handle personal data in two roles:

• As a controller for data about our own customers: the people who sign up, log in and pay for SendDuo, and people who join our waitlist.
• As a processor (or service provider) for the contact lists and campaign content our customers upload. Our customers decide who they email and why. They are responsible for having their contacts' consent and for answering their contacts' requests. We process that data only to provide the service to them.

Information we collect

Account information

When you sign up we collect your name, email address, password and workspace name. Your password is stored only as a one-way hash, never in readable form. In Settings you add sender details that appear on your emails: sender name, sender email, reply-to address, the physical mailing address required in marketing email and your time zone. We also store your brand kit (logo, colors, fonts and social links) and the sending domains you add along with their verification status.

When you log in we create a session record that includes the IP address and browser (user agent) you logged in from.

Customer content and contacts

We store what you put into SendDuo so we can run it for you:

• Contacts: email address, first and last name, birthday (month and day only, when you import one, add one or a sign-up form asks for it), tags, any custom fields you import, their subscription status and where they came from (the source you chose when importing).
• Contact imports: the CSV file you upload is kept only while the import runs and is deleted when it finishes. We keep a summary (row counts and a list-quality check) and your confirmation that the contacts agreed to hear from you.
• Campaigns, templates and the HTML of each campaign as it was sent.
• Images you upload for your emails. They are stored on our servers and served from an unguessable web address so your recipients' email apps can display them. We strip camera metadata (such as location) from JPEG, PNG and WebP images. GIFs are stored exactly as uploaded.
• Store data. If you connect an online store, we read its customers, orders and products to show purchase history, build product blocks and report revenue from email. We keep the store's customers (name, email address and their email marketing opt-in), their orders (number, status, totals, refunds, items and the order date) and its products (name, price, image and web address). The store's access key is stored encrypted. SendDuo changes nothing in a WooCommerce store. In a Shopify store it writes one thing: people who sign up through your SendDuo forms are added to your Shopify customers (their email address, marked as subscribed to email marketing), so your store has them too.
• Automation history. If you turn on automated emails, we keep who entered each automation, which step they are at and the order details the emails need (the order number and a product name). Welcome and Win-back emails go only to contacts who subscribed. Order follow-ups (a thank-you or a review request) can go to anyone who bought, subscribed or not, and each one has an unsubscribe link. A person gets at most one automated email a day.
• WordPress plugin and abandoned carts. If you connect the SendDuo WordPress plugin, your shop sends us what is in shoppers' carts (product names, quantities, prices and pictures), the email address a shopper is logged in with or types at checkout, whether they ticked your newsletter box, and that an order was placed. We use it only to send your abandoned cart emails to people who subscribed and to stop them once someone orders. An email address typed at checkout without ticking the box is kept with the cart only, never added to your contacts, and deleted with the cart after 30 days.
• Shopify abandoned checkouts. If you connect a Shopify store, we keep its abandoned checkouts (the items, the email address and Shopify's link back to the checkout) to send your abandoned cart emails to people who subscribed and to stop them once the order is placed. They are deleted with the cart after 30 days.
• Signup forms. When someone signs up through one of your SendDuo forms we keep their email address, their first name if the form asks for it, the consent text they saw, the form, the page they were on, the time and their IP address, as proof of their consent. With double opt-in, a sign-up that is never confirmed is deleted 30 days after its 7-day link expires.

Recipient interaction data

When you send a campaign or an automated email we keep a record for each recipient: their email address and first name, the delivery status and the time the email was sent, delivered, first opened and first clicked. We also record these events with a timestamp:

• Delivered, bounced and complained, as reported by Amazon Web Services.
• Opened, through a small image in the email. We record only the first open for each recipient.
• Clicked, through a redirect link. We record which link was clicked.
• Unsubscribed.

We do not record the IP address, location or device of the person who opens or clicks. Bounce and complaint reports from Amazon Web Services can include the recipient's address and the receiving mail server's response.

Technical and log data

To protect the service from abuse we count requests by IP address (for example, failed log-in attempts or requests to tracking links). These counters hold the IP address and a count, and are deleted after 2 days. Our servers also keep operational logs of errors and system events, which can include a workspace ID or, occasionally, an email address.

Visits to our website

We count visits to our public website (the homepage, guides and sign-up pages) with our own counter, without cookies and without any outside analytics company. For each page view we store the page, the day, and where the visit came from (for example Google or WordPress.org). To count unique visitors we store a code made from your IP address and browser with a random value that changes every day and is deleted after 2 days, so the code cannot be traced back to you or used to follow you from one day to the next. We never store the IP address itself. We skip counting when your browser sends a Do Not Track or Global Privacy Control signal.

Payment information

Payments are handled by Stripe, or by Shopify if you installed SendDuo from the Shopify App Store (charges then appear on your Shopify invoice). Card details go directly to Stripe or Shopify and are never stored by SendDuo. We store the subscription and charge IDs, your plan and whether your subscription is active.

Waitlist

If you join our waitlist we store your email address, which form you used and when you joined.

Cookies

SendDuo sets one cookie: a session cookie that keeps you logged in. It is essential to the service and is removed when you log out. We do not use analytics, advertising or third-party tracking cookies. Stripe's checkout and billing pages are hosted by Stripe and covered by its own privacy policy.

The SendDuo WordPress plugin can set one cookie on your shop's own website, sd_id, for 30 days, when a shopper arrives from one of your emails or signs up through your form, so their cart can be matched to them. It holds a signed reference, no name or address, and the plugin sets it only where your shop's consent tool (WP Consent API) allows marketing cookies. Popups remember in the shopper's browser when they were shown, so they do not show again too soon. The plugin suggests text for your shop's privacy policy that covers both.

How we use information

• To create and secure your account and log you in.
• To import your contacts, build and send your campaigns, process unsubscribes and report on how each campaign did.
• To protect deliverability: we stop sending to addresses that bounced, complained or unsubscribed, and we monitor bounce and complaint rates to catch problems early.
• To bill you and manage your plan.
• To send you service email, such as verification links, domain and billing notices and deliverability warnings.
• To prevent abuse, investigate problems and keep the service running.
• To meet legal obligations.

Legal bases

Where laws such as the GDPR apply, we rely on these legal bases:

• Contract: to provide the service you signed up for.
• Legitimate interests: to keep the service secure, prevent abuse and protect email deliverability for all customers, and to count visits to our website.
• Legal obligation: to keep records required by tax and other laws.
• Consent: for the waitlist, which you can withdraw at any time.

For contact data our customers upload, the customer is responsible for the legal basis for emailing their contacts.

Sharing and subprocessors

We do not sell personal data, and we do not use it for advertising. We never email your contacts on our own behalf. We share data only with the service providers who help us run SendDuo:

• Amazon Web Services (Amazon SES): delivers the email you send and our service email, and reports deliveries, bounces and complaints.
• Stripe: processes subscription payments.
• Shopify: for stores that use the SendDuo Shopify app, bills SendDuo plans and receives the sign-ups SendDuo adds to the store's customers.
• Pixabay: receives the words you type when you search for free photos in the image picker (no personal data). A photo you pick is copied into your images.
• Hostinger: hosts the servers that run SendDuo and store its data and backups.

These providers may process data in the United States. We may also disclose information when the law requires it, to protect people or the service from harm, or as part of a sale or merger of our business, in which case this policy continues to apply.

If you received an email sent through SendDuo

SendDuo customers use our service to send email to their own contacts. If you received one of those emails, the business that sent it controls your data and is listed in the email footer along with its mailing address.

• To stop receiving their emails: click the unsubscribe link at the bottom of the email, or use the unsubscribe button your email app shows. It takes effect immediately, and SendDuo will not send you email from that sender again.
• For questions about your data: contact the sender directly, for example by replying to the email.
• If you asked a shop to tell you when a product is back in stock: the shop keeps your email address and the product with us, we email you once when it is back, and the request is deleted if the product is not back within 6 months. You are added to the shop's newsletter only if you ticked the box for it.
• If the email was unwanted or you never signed up: tell us at support@sendduo.com. We investigate every report, and senders who email people without permission lose access to SendDuo.

How long we keep data

• Account information: for as long as your account is open. When you close your account we delete your workspace and its data within 30 days, except records we must keep by law (such as billing records).
• Contacts: until you delete them. Deleting a contact also removes their address and name from your campaign history. We keep the address on your workspace's suppression list if they unsubscribed, bounced or complained, so they are never emailed again by mistake. Deleting a contact does not delete the orders and customer record synced from your store: those copies of your store's own records stay until you disconnect the store and choose to delete its data, or close your account.
• Website visit counts: 13 months.
• Back in stock requests: until the product is back (then 30 days), or 6 months at most.
• Store data: until you disconnect the store and choose to delete it, or close your account. An unfinished store connection attempt is deleted after a day.
• Order details kept for an automation: 13 months after the person finishes it. A record that the person went through an automation (so it is not sent twice) is kept while the contact exists; deleting the contact removes the order details at once.
• Cart activity (WordPress plugin) and Shopify abandoned checkouts: 30 days after the cart last changed.
• Consent records: while the contact exists; deleting the contact deletes them.
• Sign-ups not yet in your list: unconfirmed ones 30 days after their link expires; ones waiting for room under the Free plan, 90 days.
• Per-recipient send details and events: 13 months. After that, events are deleted and recipient addresses and names are erased from campaign history. Campaign totals (such as how many were sent and opened) remain.
• Uploaded CSV files: deleted when the import finishes. An import that is abandoned is deleted the next time your workspace starts an import once it is more than 24 hours old.
• Rate-limit counters (IP addresses): 2 days.
• Server logs: 14 days.
• Backups: taken nightly and kept for 14 days, then deleted.
• Waitlist: until we have told you about launch or you ask us to remove you.

Security

All traffic to SendDuo is encrypted with HTTPS, and the database, uploaded images and backups are stored encrypted. Backups are also encrypted on their own, with a key kept off the server. Passwords are hashed, each workspace's data is kept separate from every other workspace, links in emails are signed so they cannot be tampered with and log-in attempts are rate limited. Access to production systems is limited to the people who run SendDuo. More on our Security page, including how we respond to incidents.

No system is perfectly secure. If we learn of a breach that affects your data, we will notify you without undue delay as required by law.

Your rights

Depending on where you live (for example under the GDPR or the California Consumer Privacy Act), you can ask us to:

• access the personal data we hold about you
• correct data that is wrong
• delete your data
• export your data in a portable format
• object to or restrict certain processing.

Email support@sendduo.com from the address on your account. We will respond within 30 days. We do not sell or share personal data for cross-context behavioral advertising, and we will not treat you differently for using your rights. You may also complain to your local data protection authority.

If you are a contact of one of our customers, please send your request to that customer. If you contact us instead, we will pass it on to them.

Children

SendDuo is a business service and is not meant for anyone under 16. We do not knowingly collect data from children. If you believe a child has given us personal data, contact us and we will delete it.

International transfers

SendDuo is run from the United States and our service providers may process data in the United States. If you use SendDuo from outside the United States, your data will be transferred there. Where the law requires it, we rely on appropriate safeguards such as standard contractual clauses.

Changes to this policy

We may update this policy as SendDuo changes. We will change the date at the top of this page, and for significant changes we will email account owners before they take effect.

Contact

Questions or requests about privacy go to support@sendduo.com. Skyscapesfl LLC, doing business as SendDuo, Florida, United States.