Privacy policy

1. Who this policy covers

This policy explains how Support Desk handles personal data during the pilot run with Erratic Kendamas (erratickendamas.com), a kendama shop. Support Desk is operated by Kendama Senses, a sole proprietorship in the Netherlands (KvK 80641482), run by Jordi van Velzen. In this policy “we” means Kendama Senses and “the shop” means Erratic Kendamas.

Support Desk is a private tool used only by Erratic Kendamas. You can reach us at info@kendamasenses.nl.

2. Who is responsible for what

• Customer emails and order details. The shop decides why and how this data is used. We process it on the shop’s behalf, as its processor (a “service provider” under US state privacy laws).
• The shop owner’s account. For the owner’s name, email address, Google account email and how the service is used, we are responsible ourselves. We use this to provide the pilot, to keep it secure and to work out what it costs to run.

3. What we access and store

When the shop owner connects Gmail, Support Desk can:

• read the messages in that mailbox, including customer emails and the owner’s sent replies;
• read the email address of the connected Google account;
• send an email from that account, only after the owner approves the reply.

We store the sender, recipient, subject, date and text of each email we read, so we can show the queue and suggest replies. We do not store attachments. We also keep a record of what Support Desk did and why, the amount of AI usage, and the owner’s sign-in details.

When the shop connects its Shopify store, Support Desk can read the orders and customer details needed to answer a question: order status, items, tracking and delivery address. It changes an address or cancels an order, including refunding that order, only after the owner approves. It does not issue any other refunds, discounts or replacements.

The personal data in these emails is that of the shop’s customers: usually a name, email address, delivery address, order details and whatever the customer chooses to write.

4. How we use it

• to sort emails by type and urgency;
• to suggest replies, and to send a reply once the owner approves it;
• to learn from the owner’s approvals and edits, only for this shop;
• to show the owner their queue and usage;
• to keep the service secure and to fix problems.

For the owner’s account data our basis is performing the pilot agreement, and our interest in running and securing the service.

5. What we do not do

• We do not sell personal data or share it for advertising.
• We do not use one shop’s data for another shop.
• We do not use email content to train AI or machine learning models.
• We do not let people read email content, except when the owner asks us for help with a problem, or where the law or security requires it.

6. Google user data

Support Desk’s use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements. In short, we use Gmail data only to provide the features the owner sees in Support Desk, and we do not transfer it to others except to run the service, to keep it secure, or because the law requires it.

7. Who else handles the data

To run the service we use these providers. Each receives only what it needs.

• Vercel hosts the application, mainly in the United States.
• Neon hosts the database, in the United States (Ohio).
• Anthropic is the AI provider. The text of an email, and the order details needed to answer it, are sent to it to produce a suggested reply. Under Anthropic’s commercial terms, content sent through its API is not used to train its models.
• Google provides the Gmail connection, and Shopify the store connection.

The AI provider can be replaced. We only use providers that do not train on the content we send, and we will tell the shop before changing who sees email content.

We are in the Netherlands, the shop is in the United States, and our providers run mainly in the United States, so personal data crosses borders. Where the law requires it, we rely on safeguards such as the EU-US Data Privacy Framework or standard contractual clauses.

8. How long we keep it

• Emails, cases and what we learned about the shop’s replies are kept while the shop is connected.
• After the shop disconnects, or the pilot ends, we stop reading its mailbox, delete the stored access tokens and delete the stored email content within 30 days. We delete sooner on request.
• Records that contain no email text, such as the log of actions and AI usage, are kept only as long as needed to show what happened and to work out costs, and no longer than 12 months after the service ends.

9. Security

• Access to a connected mailbox or store is stored encrypted.
• Each shop’s data is kept apart from every other shop’s, and the connection to the service uses HTTPS.
• Access is limited to what is needed to run the service.
• If we learn of a security incident that affects the shop’s data, we tell the shop without undue delay and help with any notifications that are required.

10. Your rights and choices

The shop owner can disconnect Support Desk at any time, and can remove its access to the Google account at myaccount.google.com/permissions. You can ask us for a copy of your data, or to correct or delete it, by writing to info@kendamasenses.nl. We answer within 30 days.

Customers of the shop. If you wrote to Erratic Kendamas and want to see, correct or delete what is held about you, contact Erratic Kendamas through erratickendamas.com, or write to us and we will pass it on and help. Depending on where you live you may have rights to access, correct, delete or restrict the use of your data, to object to it, and to receive a copy. You can also complain to your data protection authority. In the Netherlands that is the Autoriteit Persoonsgegevens. Residents of US states with privacy laws, such as California, have similar rights. We do not sell or share personal information.

11. Cookies

The site uses only the cookies it needs: one that keeps the owner signed in after connecting Google, and a short-lived one that protects the Google sign-in step. There are no advertising or analytics cookies.

12. Changes

If we change this policy we update the date above. If a change affects who sees email content or how it is used, we tell the shop by email before it takes effect.

13. Contact

Kendama Senses, info@kendamasenses.nl.