Privacy policy

Last updated October 20, 2026

Refillo is an app for Shopify stores, made by NovusEcom ("we"). It reminds a store's customers when a part or refill for a product they bought is due. This policy explains what Refillo keeps about the stores that install it (merchants) and about those stores' customers, why, for how long, and who it is shared with.

Who is responsible for what

For what we keep about merchants, we decide how it is used. For the personal data of a store's customers, the store is responsible for it (the controller), and we process it on the store's behalf, only to run Refillo for that store. Our Terms of Service set out how we do that.

What we keep about merchants

• The store's address and an access key that Shopify gives Refillo when it is installed, used only to run the app for that store.
• The store's contact email and name, to send the store owner notices about Refillo (for example, that reminders are paused).
• The store's settings in Refillo: which product each part fits and how often it is replaced, the sender name and reply address, the email's text, logo and colours, timing and discount settings.
• The store's Refillo plan, as Shopify reports it. Billing is done by Shopify; we never see payment details.

What we keep about a store's customers

Only for customers who bought a product the store has set up in Refillo:

• their email address and first name, and their customer number in the store;
• whether they are subscribed to the store's email marketing, as recorded in Shopify;
• their purchases of those products and parts: which product, how many, when, and whether the order was refunded or cancelled;
• when each part is due, and their choices in our emails: snoozed, already bought, stopped for a product, unsubscribed;
• each reminder sent or not sent, and why; which links in it were clicked, and when; whether it bounced or was marked as spam; the single-use discount code it carried, if any;
• the order that followed a reminder, if there was one (its number, parts and total), to show the store what reminders brought in;
• whether the customer is in the store's comparison group: a random tenth of each store's customers who get no reminders, so the store can see whether reminders make a difference.

We do not keep customers' postal addresses, phone numbers or payment details, and we do not track whether an email was opened. To suggest which part fits which product, Refillo reads the store's orders and counts which products are bought together; it keeps those counts, not the other orders.

Why we use it

• To provide Refillo to the stores that install it, as they asked when installing it.
• On each store's behalf, to send its customers the reminders the store has set up, and to respect each customer's choices.
• To show each store its own results.
• To keep Refillo secure and working: preventing abuse, protecting email delivery, and finding and fixing errors.

We do not sell or share personal data, use it for advertising, use one store's data for another store, or use it for anything else.

How long we keep it

• A customer's data is deleted 13 months after their last purchase of a product the store has set up in Refillo. Reminder history is kept for 13 months.
• When a customer asks the store to erase their data, Shopify passes the request to us and we delete it within 30 days.
• When a merchant uninstalls Refillo, all reminders stop at once, and the store's data, including its customers' data, is deleted within 48 hours.
• An address that unsubscribed, bounced or complained is kept only as long as needed to make sure it is not emailed again.

Who it is shared with

• Shopify, which hosts the store, its customer records and its billing. When a customer unsubscribes, or an email provider reports that they marked an email as spam, we update their email marketing status in the store's Shopify records.
• Service providers that host our server and database, deliver our emails, and report errors to us, who may use the data only to provide their service to us.

The data is stored in the United States.

Your rights and requests

Depending on where you live, you may have the right to ask what personal data is held about you, to have it corrected or erased, to object to its use, and to complain to your data protection authority. A customer can ask the store, which Shopify passes on to us, or write to us directly. Every reminder email also has links to stop reminders and to unsubscribe.

Security

Data travels over encrypted connections and is stored encrypted. Each store can reach only its own data, and access to customers' data is limited to what is needed to run Refillo, and recorded.

Children

Refillo is not aimed at children, and we do not knowingly collect children's personal data.

Changes

If this policy changes in substance, we update the date at the top of this page.

Contact

NovusEcom, Givatayim, Israel. support@getrefillo.com. See also our support page.