Pollsy Privacy Policy

Last updated: 17 October 2026

Pollsy is a Shopify app that shows a short survey on a store’s Thank you and Order status pages. It is made by 89 Design Lab (trading as Lab89), 19, Jalan Eco Majestic 7/1A, Mellowood, Eco Majestic, MBX #182, 43500 Semenyih, Selangor, Malaysia (“Lab89”, “we”, “us”).

This policy explains what information Pollsy collects when a merchant installs it, how we use that information, and the choices merchants and their customers have.

1. Who is responsible for the data

• The merchant (the Shopify store that installs Pollsy) decides what to ask its customers and what to do with the answers. The merchant is the controller of its customers’ data.
• Lab89 processes that data only to run Pollsy for the merchant, following the merchant’s instructions and these terms. For data about the merchant itself (account and support details), Lab89 is the controller.

2. What we collect

From the store, when Pollsy is installed

• Store name, store domain, contact email of the store, plan, and settings the merchant chooses in Pollsy.
• An access token from Shopify so the app can work. It is stored encrypted.

About each order where a customer sees the survey

• Order ID and order number
• Shopify customer ID
• The customer’s email address from the order
• Whether it is the customer’s first order or a repeat order
• Order value and currency
• Marketing source of the visit (UTM source, medium, campaign), where the store captures it
• Which page the survey appeared on

What the customer chooses to answer

• Survey answers, including any text typed into an “Other” box
• The thank-you discount code given for answering, if the merchant has turned rewards on

Pollsy does not collect or store customers’ names, phone numbers or postal addresses. The email address is used only to match a customer’s answers to their profile in the merchant’s own email tool and to the merchant’s exports.

Answering the survey is optional. A customer who skips it is not tracked further.

From merchants who contact support

• Name, email, store address and the content of the message or chat.

3. How we use it

• To show the survey, save the answers and display results to the merchant.
• To create the single-use thank-you discount code in the merchant’s store, if rewards are on.
• To send answers to tools the merchant connects, matched to the customer by email (see section 5).
• To send scheduled exports the merchant sets up.
• To answer support requests, including through the in-app help assistant.
• To keep the app secure and fix errors.

We do not sell personal data, use it for our own advertising, or combine it across different stores.

4. The in-app help assistant

Pollsy’s Help panel uses an AI assistant (provided by Anthropic) to answer merchant questions. It sees the merchant’s question and the store’s Pollsy setup (install status, plan, survey questions, reward settings and integrations). It does not receive the store’s customer answers or customer email addresses. When the assistant can’t help, the chat is passed to a person at Lab89.

5. Who we share it with

We use these service providers to run Pollsy:

Provider	What for	Data involved
Shopify	App platform, checkout extension, discount codes, billing	Store, order and customer data
Cloudflare	Hosting and database	All Pollsy data, including customer emails
Anthropic	In-app help assistant	Merchant support chats and store setup
Brevo	Support emails and scheduled export emails	Merchant contact details, export files

Tools the merchant connects. When a merchant turns on an integration (for example Klaviyo, Meta Pixel or Google Sheets), Pollsy sends survey answers to that tool on the merchant’s behalf. For Klaviyo, answers are added to the customer’s existing profile, matched by email. Meta Pixel events are only sent when the customer has allowed tracking. That tool’s own privacy policy then applies. The merchant is responsible for having the right basis and consent to use the answers there.

We may disclose information if the law requires it.

6. How long we keep it

• Survey answers, order details and customer emails: for as long as the store has Pollsy installed.
• After uninstall: when Shopify sends us the store’s deletion request (48 hours after uninstall), we delete all of the store’s Pollsy data.
• Customer deletion requests: when Shopify passes on a customer’s request to delete their data, we delete that customer’s answers for the orders listed.
• Support messages: 12 months after the ticket is closed.
• Error logs: kept on a rolling basis, limited to the most recent entries. Customer emails are never written to error logs.
• Backups: encrypted, and kept for no more than 30 days.

7. Security

Data, including backups, is encrypted in transit (HTTPS) and at rest. Integration keys and access tokens are stored encrypted. Test data and live store data are kept in separate systems. Only the people who build and support Pollsy can access live data, using accounts with strong passwords and two-factor sign-in, and every access to customer data is logged. We have a written incident response plan, and we tell affected merchants without undue delay if a security incident affects their data.

8. Rights of merchants and customers

• Merchants can view, export and delete their data in the app, and can ask us at support@lab-89.com for a copy or deletion of their account data.
• Customers of a store should contact that store first. The store can ask Shopify to send us an access or deletion request, and we act on it. Customers can also email us directly and we will work with the store.

Depending on where you live (for example under the GDPR, UK GDPR, California law or Malaysia’s Personal Data Protection Act), you may have the right to access, correct, delete or restrict the use of your data, and to complain to your local data protection authority.

9. International transfers

Our service providers may process data outside your country, including in the United States. Where the law requires it, we rely on safeguards such as standard contractual clauses provided by those providers.

10. Changes

If we change this policy we will update the date above. For important changes, we will tell merchants in the app or by email.

11. Contact

89 Design Lab (trading as Lab89)
19, Jalan Eco Majestic 7/1A, Mellowood, Eco Majestic, MBX #182, 43500 Semenyih, Selangor, Malaysia
Email: support@lab-89.com (subject “Data request” for access or deletion requests; we reply within 7 days). See Data requests.