Policy

Privacy policy, refund policy, and terms for Shelva's website, Shopify app, and hardware.

Last updated: September 2026

Contents

1. Who we are

Shelva ("we", "us") provides an app that lets merchants design and manage electronic shelf labels (ESLs) from Shopify, plus the Shelva Hub hardware required to communicate with tags. This policy describes how we process personal information on our marketing site, within our Shopify app, and via our hardware and services.

2. Data we collect

  • Account & contact data (e.g., name, email, company) when you install the app or contact us.
  • Shop & product data from Shopify as permitted by scopes (e.g., products, variants, pricing, inventory) to power ESL updates.
  • Usage & device data (e.g., logs, diagnostics, IP) for security and to improve performance.
  • Order & shipping details you provide when requesting Shelva Hubs or labels.
  • Support content (messages, screenshots) you send to our team.
  • We do not collect payment card numbers; payments (if used) are handled by your chosen processor.

3. How we use data

  • Provide, secure, and maintain the Shelva app, Hub, and ESL services.
  • Sync and publish label content from Shopify to ESLs as you configure.
  • Process orders and coordinate shipping/returns of hardware.
  • Respond to support requests and improve features and reliability.
  • Comply with legal obligations and enforce our terms.

4. When we share data

We share personal data only:

  • With service providers (e.g., email, hosting, analytics, shipping) under contract and only as needed.
  • With Shopify, to the extent required for app operation and in accordance with Shopify's rules.
  • For legal compliance, safety, or to protect our rights.
  • In connection with a business transaction (e.g., merger), in accordance with applicable law.

5. Data retention

We retain personal data for as long as necessary to provide the services, fulfill the purposes described in this policy, and comply with legal obligations. You may request deletion where applicable (see "Your rights").

6. Security

We use reasonable technical and organizational measures to protect personal data. No system is 100% secure; please use strong credentials and keep access tokens confidential.

7. International transfers

If data is transferred internationally, we rely on appropriate safeguards such as Standard Contractual Clauses or equivalent mechanisms where required by law.

8. Your rights

  • EEA/UK: rights of access, rectification, erasure, restriction, portability, and objection (incl. to marketing), subject to limits.
  • California: rights to know, delete, correct, and opt-out of "sale"/"sharing" of personal information, where applicable.
  • To exercise rights, email contact@shelva.app. We may verify your request.

9. Shopify & merchants

When you install our Shopify app, we act as a service provider/processor for certain shop and customer data you control. We only access scopes necessary to power label sync and management, and we process such data according to our agreement and your instructions.

10. Shelva Hub & ESL devices

  • The Shelva Hub is required to communicate with ESL tags; it does not connect to Shopify directly.
  • Device telemetry (e.g., status, connectivity, logs) may be collected to operate and troubleshoot the network.
  • We do not store label images longer than needed to publish and operate your devices, except for diagnostics or caching.

11. Changes to this policy

We may update this policy from time to time. Material changes will be posted on this page with an updated "Last updated" date.

12. Shipping and import charges

Starter Kit orders include duties and tariffs. For other orders, duties, tariffs, customs fees, taxes, and other import charges are not covered by Shelva unless otherwise specified.

13. Hardware refund policy

All hardware purchased through Shelva is refundable within the timelines and conditions below.

Note: This refund policy does not apply to merchants on the Enterprise plan. Enterprise plan refund terms are outlined in your contract.

Starter Kits – 100% refundable

  • Return window: 3 months from delivery
  • All items must be in good working condition (Hub powers on and connects; labels display and update normally)
  • Accessories included in the Starter Kit are not required to be returned

Individual Labels – 50% Refundable

  • Return window: 6 months from delivery
  • Label must power on and update normally; no deep scratches, cracked screens, or bent casings
  • Accessories (clips, stands, frames) do not need to be returned

Hubs – 50% Refundable

  • Return window: 6 months from delivery
  • Hub must power on, connect to network, and have no damaged or missing components

How to Request a Refund

Email support@shelva.app and let us know the items you'd like to return. Our team will guide you through the process and confirm your refund amount. Refunds are processed within 5–7 business days after inspection and issued to the original payment method. Return shipping and any duties, tariffs, customs fees, taxes, or other import charges are handled by the merchant; we recommend using a trackable method.

14. Monthly software pricing

Shelva reserves the right to revise its monthly software subscription fees from time to time upon prior written notice to affected merchants. For merchants with an active subscription immediately before a revision takes effect, increases to their monthly software subscription fees shall occur no more than once in any twelve (12) month period and shall not exceed the Inflation Rate.

For purposes of this section, "Inflation Rate" means the annual average percentage change in the Consumer Price Index for All Urban Consumers (CPI-U), U.S. city average, all items, not seasonally adjusted, published by the U.S. Bureau of Labor Statistics for the most recent calendar year for which annual data is available on the date of notice. If that rate is zero or negative, no increase shall apply.

15. Contact us

If you have questions or concerns about this policy or our practices, please contact us at:

Email: contact@shelva.app