Accord Labs, LLC (“we,” “our,” or “us”), a Delaware limited liability company, provides merchants with tools and services to help recover abandoned carts through automated phone calls, text messages, and optional consulting or managed services. This Privacy Policy explains how we collect, use, and share personal information when merchants use our app and services, and when their customers receive communications powered by us.

1. Information We Collect

We collect the following types of personal data:

• From Merchants:
  
  

  • Store name and URL
    
    
    

  • Contact information (e.g., name, email, phone)
    
    
    

  • Shopify store data (via Shopify API)
    
    
    

  • Service requests, project notes, and related communications
    
    
    

• From Store Customers (End Users):
  
  

  • Name
    
    
    

  • Phone number
    
    
    

  • Cart/order details (e.g., products added, timestamps)
    
    
    

  • Consent records (timestamps, opt-in language, IP address)
    
    
    

  • Communication history (call attempts, status, opt-outs)
    
    
    

We do not collect sensitive financial data (e.g., payment card details) from store customers.

2. How We Use Information

We use information to:

• Facilitate abandoned cart recovery (calls/texts)
  
  
  

• Deliver consulting and managed services (e.g., strategy advice, script optimization)
  
  
  

• Track consent and maintain compliance logs
  
  
  

• Provide merchants with reporting and analytics
  
  
  

• Improve, maintain, and troubleshoot the app and services
  
  
  

• Respond to merchant inquiries and support requests
  
  
  

3. Legal Bases for Processing

We process personal data:

• As a processor on behalf of merchants (the data controllers)
  
  
  

• Based on consent (e.g., customers opting in to receive communications)
  
  
  

• As necessary for contractual obligations with merchants
  
  
  

• To comply with legal requirements (e.g., TCPA/GDPR recordkeeping)
  
  
  

4. Sharing of Information

We may share data:

• With Merchants: We share communication outcomes, consent status, and analytics.
  
  
  

• With Service Providers: We work with trusted third parties (e.g., voice synthesis platforms) to deliver calls/texts.
  
  
  

• For Consulting/Managed Services: We may access or analyze additional merchant data (e.g., campaign performance, customer feedback) as part of service delivery.
  
  
  

• As Required by Law: If legally required, we may disclose data to authorities or legal parties.
  
  
  

5. Data Retention

We retain data as follows:

• Customer communication data is retained for as long as necessary to complete the campaign and maintain compliance records (e.g., for legal retention periods like TCPA requirements).
  
  
  

• Consulting/managed services data is retained until the conclusion of the project or per merchant agreement.
  
  
  

• Merchants can request deletion of customer data via support contact.
  
  
  

6. Security

We use reasonable technical and organizational safeguards to protect personal data, including encrypted data transmission, secured API access, and access controls.

7. Your Rights

• Store Customers:
  
  

  • To exercise your rights (access, correction, deletion), please contact the merchant (the store where you interacted). We act as a data processor and follow merchant instructions.
    
    
    

• Merchants:
  
  

  • Merchants may access, update, or delete their data through their account or by contacting us at support@accordlabs.ai.
    
    
    

If you are located in the EU/EEA or other regions with data protection laws, you may have additional rights, including the right to lodge a complaint with a supervisory authority.

8. Children’s Privacy

Our services are not intended for individuals under 13. We do not knowingly collect data from children.

9. International Transfers

If you are located outside the United States, please note that we may process and store your data in the U.S. and other countries. We take steps to ensure adequate protection of personal data during transfers, in accordance with applicable law.

10. Changes to This Policy

We may update this Privacy Policy as needed. Changes will be posted with an updated effective date. We encourage merchants to review this policy periodically.

11. Contact Us

For questions about this Privacy Policy, please contact:

Accord AI Voice Agent
Email: support@accordlabs.ai
Mailing Address: 1111b South Governors Ave STE 26843 Dover, DE, 19904 US