Privacy Policy

Retentive is a retention marketing platform operated by Sendsitive LLC, a Wyoming limited liability company, 30 North Gould Street, Sheridan, WY 82801, United States. Sendsitive LLC also operates Sendsitive (sendsitive.com). The two products share one login system that we run ourselves, so the same account can sign in to both.

Retentive handles two different kinds of personal information, and our role is different for each:

• Account data about you and your team (names, emails, billing details, how you use the product). For this we are the controller: we decide how it is used, as described in this policy.
• Customer Data: the information inside the marketing and commerce accounts you connect, such as your Klaviyo profiles, events, campaigns and flows, and Shopify orders. This mostly describes your subscribers and customers. For this you (the business) are the controller and we are your processor: we only process it to provide the Services to you, on your instructions, under our data processing terms.

If you are a subscriber of a brand that uses Retentive and want to exercise your rights over your data, please contact that brand. We will help them respond.

• Account and profile: name, email address, password (stored only as a hash), company name, and settings.
• Team: the email addresses of people you invite and the role you give them.
• Billing: plan, billing cycle, billing address and tax ID. Card details are collected and stored by Stripe, never by us; we only see the card brand and last four digits.
• Content you create or upload: brand assets in the Vault, images and copy in the Creative Builder, emails or screenshots you upload to the Email Checker, notes and settings.
• Communications: what you send us in support requests, demo requests and feedback.

When you connect an account, we access it with the credentials or permissions you grant, and only for the features you use. Private API keys are encrypted at rest with AES-256-GCM and never shown back in full.

Klaviyo

Campaigns, flows, templates, lists, segments, signup forms, metrics and aggregate reports; events such as placed orders, subscriptions and form submissions, which are linked to Klaviyo profile identifiers; and, for features that need it (for example the Customer Journey Audit), the profile and message history of the profiles involved. We store the minimum needed to compute your analytics; most event records keep a profile identifier and a timestamp rather than an email address.

Shopify and other commerce platforms

Read-only access to orders, discount codes and customers, used for revenue analytics, discount checks and attribution. We do not write to your store.

Attentive and other channels

When connected, campaign and message performance data used in reporting.

Inbox placement tests

If you use the seed panel, your test campaign is sent to seed mailboxes that we operate at major mailbox providers. We read only those seed mailboxes to record where the message landed.

• Usage data: pages and features used, actions taken, timestamps, errors, and AI credit usage.
• Device and log data: IP address, browser, operating system and referring page, kept in server logs.
• Cookies: a session cookie that keeps you signed in, and, on our public marketing pages only, Google Analytics. See Cookies and analytics.

• Provide the Services: sync your connected accounts, compute analytics, run checks and alerts, generate creative, and show you the results.
• Send service messages: alerts you configure (for example a misspelling found before a scheduled send), invitations, receipts and account notices.
• Process payments, prevent fraud and abuse, and enforce plan limits.
• Secure and debug the Services, and measure their cost and reliability.
• Improve the product using aggregated, de-identified usage information. We do not build products on your Customer Data, and we never sell it.
• Send product news if you opt in. You can unsubscribe from any marketing email in one click; service messages continue while you have an account.
• Comply with law and respond to lawful requests.

Aggregated benchmarks: we may compute statistics across many accounts (for example a median open rate by industry) from which no customer, brand or person can be identified. We never show one customer’s figures to another.

Some features use AI models: the Email Checker, Revenue Diagnosis, the Creative Builder, the Composer and insights. When you use one, we send the content needed for that action (for example an email’s text and images, or a summary of your metrics) to a model provider through OpenRouter and return the result to you.

• We do not use your Customer Data or your content to train AI models, ours or anyone else's.
• We send only what the action needs. We do not send subscriber lists to AI models.
• AI output can be wrong. Review it before you rely on it or send it to customers.

If you are in the European Economic Area or the United Kingdom, we rely on:

• Contract: to provide the Services you signed up for and bill for them.
• Legitimate interests: to secure, maintain and improve the Services, prevent abuse, and communicate with business customers, balanced against your rights.
• Consent: for optional analytics cookies and marketing emails, which you can withdraw at any time.
• Legal obligation: for tax, accounting and lawful requests.

For Customer Data, the legal basis is determined by you as controller.

We do not sell or rent personal information, and we do not share it for cross-context behavioral advertising. We share it only:

• With the service providers listed below, who process it on our behalf under contract.
• With people you choose: teammates you invite, and anyone you send a public share link to (a share link shows the email or report it was created for, until you revoke it or it expires).
• With Sendsitive, our sister product, only to the extent needed to run the shared login and any bundled plan you hold.
• If required by law, or to protect the rights, safety or property of our users, the public or us.
• In a merger, acquisition or sale of assets, in which case this policy continues to apply to your information.

These providers process personal information on our behalf. We will update this list before adding a new one that processes Customer Data.

We are based in the United States and our providers mainly process data there. When we transfer personal data from the EEA, the UK or Switzerland, we rely on the European Commission’s Standard Contractual Clauses (and the UK addendum) or another lawful transfer mechanism.

• Encryption in transit (TLS) and at rest; API keys and tokens encrypted with AES-256-GCM.
• Access to production data limited to the people who need it, and logged.
• Organization-scoped access in the product: teammates see only their organization's brands, and reviewers cannot change data.
• Rate limits, signed internal requests and webhook signature checks.

No system is perfectly secure. If a breach affects your personal information or your Customer Data, we will notify you without undue delay, and for Customer Data within 72 hours of becoming aware of it.

• Account data: while your account is open, then deleted within 30 days of closing it, except what we must keep for tax and accounting (generally up to 7 years for invoices).
• Customer Data: while the integration is connected. When you disconnect a brand or delete your account, we delete its synced data within 30 days. Backups roll off within a further 30 days.
• Server logs: up to 30 days. Aggregated, de-identified statistics may be kept.

You can delete a brand from its settings, revoke a share link at any time, and close your account by writing to compliance@sendsitive.com.

Depending on where you live, you may have the right to access, correct, delete or export your personal information, to object to or restrict certain processing, and to withdraw consent. Write to compliance@sendsitive.com; we answer within 30 days and may need to verify your identity. If you are in the EEA or UK you can also complain to your data protection authority.

Requests about subscriber data held in a brand’s Klaviyo account should go to that brand. If one reaches us, we will forward it to them.

California residents have the right to know what personal information we collect, use and disclose; to delete and correct it; and not to be discriminated against for exercising these rights. In the last 12 months we have collected the categories described in this policy (identifiers, commercial information, internet activity) for the business purposes described above. We do not sell or share personal information as those terms are defined in the CCPA, and we do not knowingly collect sensitive personal information. To make a request, write to compliance@sendsitive.com.

Inside the app we use only cookies that are strictly necessary: the session cookie that keeps you signed in and security cookies. On our public marketing pages we use Google Analytics to understand which pages people visit; it is not loaded in the app. You can block analytics cookies in your browser without affecting the product. We do not respond to “Do Not Track” signals, because there is no common standard for them.

Retentive is a business tool and is not directed at anyone under 16. We do not knowingly collect personal information from children. If you believe a child has given us information, contact us and we will delete it.

We will update this policy as the product changes. When a change is material, we will tell you by email or in the app before it takes effect. The effective date at the top always shows the current version.

Sendsitive LLC
30 North Gould Street, Sheridan, WY 82801, United States
Privacy: compliance@sendsitive.com
Support: support@sendsitive.com