Privacy Policy

1. Information we process

For merchants, we process account details (name, email, store name) and the return policy text you supply so it can be turned into reviewable rules.

For customers of a connected store, we process the order details needed to evaluate a return request: order reference, contact email used to verify it, item, quantity, stated reason, and item condition.

2. How we use it

Merchant data is used to operate your workspace: storing policy drafts and published versions, evaluating return requests, and keeping a record of each decision.

Customer data is used only to verify the order and produce an eligibility decision for that request. We do not use it to build advertising profiles, and we do not sell it.

3. Decision records

When a return is evaluated, Reload stores a record of that decision: the policy version applied, the rules that fired, the relevant order facts, and the time of evaluation. This record is what makes a decision explainable and auditable later.

Editing a policy creates a new version. Past decisions keep the evidence they were made with.

4. Store isolation

Each merchant's data is scoped to their own store. One merchant cannot read another merchant's policies, decisions, or cases.

5. Retention

Merchants can delete policy drafts at any time. Decision records are retained while your account is active so that past outcomes remain explainable, and are deleted when you close your account and ask us to remove them.

6. Your rights

You may request access to, correction of, or deletion of your personal data. Customers of a connected store should contact that store first, since the store is the controller of its own order data.