Privacy Policy

This Policy applies to personal information we handle through our website, sign-up and sign-in flows, dashboards, communications, and support, and to the refund-case data processed through the Service. It does not apply to third-party websites or services we link to or integrate with, which have their own privacy practices (§14).

We use personal information to:

• provide, operate, maintain, and secure the Service, including evaluating refund cases against your policy, generating model-assisted reasoning for cases your policy routes for review, and recording the resulting decisions and audit trail;
• authenticate you, manage workspaces and access, and prevent abuse, fraud, and security incidents;
• process payments, manage subscriptions, and provide support;
• communicate with you about the Service, including transactional messages and, where permitted, product updates you can opt out of;
• analyze and improve the Service using aggregated or de-identified data; and
• comply with legal obligations and enforce our Terms.

In Canada, we collect, use, and disclose personal information with your consent (express or implied) and as otherwise permitted or required by the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial law, for purposes a reasonable person would consider appropriate in the circumstances. Where regional law requires a specific legal basis, we rely on performance of a contract, legitimate interests, consent, and legal compliance, as applicable. You may withdraw consent subject to legal and contractual restrictions (§11).

We use strictly necessary cookies and similar technologies to keep you signed in, remember preferences (such as your light/dark theme), and secure the Service. You can control cookies through your browser settings; disabling strictly necessary cookies may prevent sign-in or break core functionality.

The Service is policy-first: deterministic policy settles refund cases wherever your rules cover them the same way every time. For cases your policy routes as ambiguous or out-of-policy, the Service uses model-assisted reasoning, through an internal AI Model Router, to evaluate the case against your policy and propose a recommendation with a recorded rationale for your team’s review and approval.

• Model providers. Depending on your workspace configuration, reasoning is performed using models from Anthropic, OpenAI, or Mistral, routed by the AI Model Router. See §7 for the current sub-processor list.
• Not used for training. Agnotiq, Inc. does not train models on your refund-case data, and we contract with our model providers on terms that do not use your inputs or outputs to train their models.
• Recorded rationale, human approval. Every AI-assisted recommendation is logged with its rationale to the append-only audit trail. Recommendations are advisory: cases your policy does not fully automate require human approval before a refund is executed (see Terms §4).

We do not sell personal information, and we do not share it for cross-context behavioral advertising. We disclose personal information only as described here: to the sub-processors that help us run the Service, to professional advisors, in connection with legal requirements or a corporate transaction, or with your direction.

We require our sub-processors to protect personal information and to use it only to provide their services to us.

We retain personal information for as long as reasonably necessary to provide the Service, to comply with our legal obligations, resolve disputes, and enforce our agreements. Retention periods are documented per data category and context (for example, account data for the life of your workspace, and billing records for the period required by tax and accounting law). When information is no longer needed, we delete or de-identify it.

We use technical and organizational measures designed to protect personal information, including:

• Tenant isolation: every tenant-owned table is protected by row-level security keyed on your organization, with backend authorization re-checked on every request rather than relying on the database alone;
• Encryption: data encrypted in transit (TLS) and at rest by our infrastructure providers;
• Signed webhooks: webhook signatures from your store, payment processor, and Slack are verified before any business processing occurs; invalid signatures are rejected; and
• Least privilege and redacted logging:restricted access to systems, and default-level logs that redact secrets, full email local-parts, and card-like substrings.

No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

We and our sub-processors store and process information in Canada, the United States, and other countries where our infrastructure operates. As a result, your information may be transferred to, and processed in, a country other than your own and may be subject to the laws of those countries, including lawful access by courts, law enforcement, and government authorities. Where required, we use appropriate safeguards for international transfers.

Subject to applicable law, you may have the right to access, correct, update, or delete your personal information, to obtain a copy of it, to withdraw consent, and to opt out of marketing communications. You will not be discriminated against for exercising these rights.

To exercise a right, email privacy@agnotiq.com. We will respond within five (5) business days (or as required by law) and may need to verify your identity. If we process refund-case data on behalf of a customer organization, we will refer individual requests to that organization (the controller).

The Service is a business tool intended for adults and is not directed to children. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact privacy@agnotiq.com and we will take appropriate steps to delete it.

The Service may link to or integrate with third-party websites and services (for example, your store platform, payment processor, and Slack). We are not responsible for the privacy practices of those third parties; your use of them is governed by their own terms and privacy policies.

We may update this Policy from time to time. If we make a material change, we will provide notice by a reasonable means (for example, in-product notice, email, or posting an updated version with a new effective date). The “Last updated” date above reflects the most recent revision; continued use of the Service after a change takes effect means you accept the updated Policy.

For privacy questions, requests, or security disclosures, contact Agnotiq, Inc. at privacy@agnotiq.com, or write to us at Toronto, Ontario, Canada. We aim to respond within five (5) business days. For contract questions, see our Terms of Service or email legal@agnotiq.com.