Privacy Policy

Effective date: November 11, 2026 · Last updated: November 11, 2026

This Privacy Policy explains how Syntra (“Syntra,” “we,” “us”) collects, uses, shares and protects personal information when you use the Syntra web console, the Syntra app on the Clover App Market, the Syntra online storefront, Syntra AI agents on LINE and by phone, and the website at syntra-connect.com (together, the “Service”).

1. Who is responsible

Syntra is used by businesses such as restaurants and shops (“Merchants”) and by the people who work for them (“Users”). Merchants use Syntra to talk to and take orders from their own customers (“End Customers”).

• Merchant and User account data. We decide how this data is used, and we are responsible for it under this policy.
• End Customer data. When an End Customer messages a Merchant on LINE, calls the Merchant's phone number, or orders through the Merchant's storefront, we process that data on behalf of the Merchant and according to the Merchant's instructions. The Merchant is responsible for it, and End Customers should contact the Merchant first about it. We will help Merchants respond to such requests.

2. Information we collect

2.1 Information you give us

• Account information: name, email address, password (stored only as a one-way hash), and, if you sign in with LINE, your LINE user ID, display name and profile details LINE shares with us.
• Business information: business name, address, phone number, opening hours, menus and products, prices, tax and delivery settings, and team members and their roles.
• Knowledge content: documents, images, website addresses and text you upload so the AI agent can answer questions about your business.
• Channel credentials: your LINE Official Account channel ID, channel secret and access token. Secrets and tokens are encrypted at rest and never shown again after you save them.
• Billing information: plan, invoices and billing contact. Card details for Syntra subscriptions are entered on Stripe's pages and are held by Stripe, not by us.
• Support communications: what you send us when you contact us.

2.2 Information processed for Merchants about End Customers

• Messages: the content of LINE conversations between End Customers and the Merchant's AI agent or staff, and the End Customer's LINE user ID, display name and profile picture as provided by LINE.
• Phone calls: caller phone number, call time and duration, the audio of the call while it is processed in real time, transcripts of the call, and a call summary.
• Orders and bookings: name, phone number, delivery address and notes, items ordered, scheduled time, payment method and status.
• Storefront card payments: card details are entered into and processed by Clover. We receive only the payment result and reference, never the full card number.

2.3 Information collected automatically

• Usage and device data: IP address, browser type, pages and features used, time of sign-in, and request logs used for security and troubleshooting.
• Push notification subscriptions: if you turn on browser notifications, the subscription endpoint your browser gives us.

3. Clover data

If a Merchant connects Syntra to Clover, the Merchant authorizes Syntra through Clover's OAuth process. With that authorization, and only for that Merchant, Syntra:

• reads the merchant's identifier, name and properties (such as currency and whether stock is tracked);
• reads inventory: items, item groups, modifiers, prices, SKUs and stock levels, so products can be recognized, matched to Clover items and checked before an order is sent;
• creates orders on the merchant's Clover account for orders the Merchant chooses to send (including customer name, phone, address and notes needed to fulfill the order), and deletes a Syntra-created order only when staff ask it to;
• processes storefront card payments through Clover's e-commerce service, if the Merchant enables them.

Clover access tokens are encrypted at rest. We use Clover data only to provide the Service to that Merchant. We do not sell it, use it for advertising, or combine it with other Merchants' data. A Merchant can disconnect Clover at any time from Settings in the Syntra console. Disconnecting deletes Syntra's Clover tokens immediately. Uninstalling the Syntra app from Clover revokes Syntra's access.

4. How we use information

• To provide, operate and maintain the Service, including AI replies, phone answering, order handling and sending orders to the Merchant's POS.
• To create and secure accounts, verify sign-ins, and prevent fraud and abuse.
• To process subscriptions, invoices and refunds.
• To send service messages, such as verification codes, invitations, order notifications and important notices about the Service.
• To provide support and respond to requests.
• To monitor, troubleshoot and improve the reliability and quality of the Service.
• To comply with law and enforce our End User License Agreement.

We do not sell personal information and we do not share it for cross-context behavioral advertising.

5. AI processing

To produce AI replies, recognize menus and products, answer phone calls and summarize conversations, the relevant content (for example a customer's message, the Merchant's knowledge content, or call audio) is sent to our AI model provider, OpenAI, through its business API. Under its API terms, OpenAI does not use this content to train its models. AI output can be wrong. Merchants are responsible for reviewing their agent's configuration and knowledge content.

6. How we share information

We share personal information only as described here:

• With the Merchant whose business you interact with, and with that Merchant's authorized team members.
• With service providers that process data for us under contract, only as needed to provide the Service:

• For legal reasons: when required by law or valid legal process, or to protect the rights, safety and property of Syntra, our users or others.
• In a business transfer: as part of a merger, acquisition or sale of assets, subject to this policy.
• With your consent or at your direction.

7. Retention and deletion

• Accounts. When you delete your account, you are signed out everywhere at once, removed from every business, and your sign-in methods and password are deleted. Your name and email address are kept for 30 days for record-keeping, then permanently erased. Work you did inside a business (for example orders you handled) stays with that business, no longer linked to your name. See Delete Your Account.
• Businesses. Merchant and End Customer data is kept while the Merchant's business is on Syntra. When the owner removes the business, its LINE, Clover and phone connections are released at once, all members lose access, and its data is no longer shown or used. A Merchant may ask us to permanently erase a removed business's data by writing to support@syntra-connect.com. We will do so, except for records we must keep by law (for example invoices and tax records).
• Clover tokens are deleted as soon as the Merchant disconnects Clover.
• Logs are kept for a limited time for security and troubleshooting.

8. Security

We use encryption in transit (HTTPS/TLS) and encryption at rest for channel secrets and access tokens, hash passwords, keep each Merchant's data isolated from other Merchants, and limit access to personal data to people who need it. No system is perfectly secure. If you believe your account has been compromised, contact us at once.

9. Your rights and choices

Depending on where you live (for example under the GDPR, the UK GDPR, the California Consumer Privacy Act, or Taiwan's Personal Data Protection Act), you may have the right to access, correct, delete, or receive a copy of your personal information, to object to or restrict certain processing, and to withdraw consent. You may also complain to your local data protection authority.

• You can view and update your profile in the Syntra console.
• You can request deletion of your account at any time.
• You can turn off browser notifications in your browser settings.
• End Customers should contact the Merchant they ordered from or messaged. We will forward requests we receive to that Merchant.

We will not discriminate against you for exercising these rights. We may need to verify your identity before acting on a request.

10. International transfers

We and our service providers may process information in the United States and other countries whose data protection laws may differ from yours. Where required, we use appropriate safeguards, such as standard contractual clauses, for these transfers.

11. Children

The Service is for businesses and is not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child has given us personal information, contact us and we will delete it.

12. Cookies and local storage

This website does not use advertising or analytics cookies. The Syntra console keeps your sign-in session in your browser's session storage, which is cleared when you close the tab, and may store preferences locally in your browser.

13. Changes to this policy

We may update this policy from time to time. We will post the new version here with a new “Last updated” date and, for material changes, tell account holders by email or in the Service before the change takes effect.

14. Contact us

For questions or requests about this policy or your personal information, email support@syntra-connect.com.