Privacy Policy

1. Introduction

Post Holdings LLC, d/b/a Rviewo ("Rviewo," "we," "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, and share your personal data when you use our website, web application, mobile application, and services (the "Service"), or otherwise interact with us. This policy is designed to comply with the EU's General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), and other applicable privacy laws.

2. Who We Are (Data Controller)

The data controller responsible for your personal data is:
Post Holdings LLC
2308 Plum Woods Dr, Sellersburg, IN 47172, USA
contact@rviewo.com

3. Our Role as a Data Controller and Processor

Our role under data protection laws varies depending on the situation:

• When you create a Business User or Consumer account, we act as the Data Controller for your account and profile data.
• When we process feedback and chat data collected from Guest Respondents on behalf of a Business User, the Business User is the Data Controller, and Rviewo acts as the Data Processor for that session data.
• When Rviewo independently stores anonymized behavioral signals (hashed email identifiers, sentiment trends) for fraud prevention and AI improvement purposes, Rviewo acts as an independent Data Controller for that processing. Guest Respondents' email addresses are held exclusively by Rviewo and are never provided to Business Users in any form.
• When a Consumer submits feedback through a mission, Rviewo acts as the Data Controller for that interaction, as we facilitate the mission and award points.

4. Data We Collect

We collect different types of data depending on how you interact with our Service.

a. For Business Users (Account Holders)

• Account Data: Email address, hashed password (or OAuth provider identity for social sign-in).
• Business Profile Data: Business name, type, location, description, logo, profile picture, Google Place ID, hours of operation, phone number, website URL.
• User Content: Survey configurations, AI knowledge base entries, chat agent instructions, reward/incentive settings.
• Payment Data: Billing information is collected and processed by Stripe, both for subscriptions and for one-off purchases such as Print Shop orders. We do not store your full credit card number.
• Order Data: If you place a Print Shop order, the ship-to name, street address, city, state and ZIP code you enter at checkout, and a phone number the carrier can call about the delivery. We also record what you ordered, the artwork you designed for it, the amount paid, your business name and account email address, and the Stripe references for the payment. If you ask for a volume quote instead, we record the contact name, email address and phone number you give us, the quantities you are asking about, an optional ZIP code, and any notes you add.
• Uploaded Files: Profile pictures, business logos, and any images uploaded by customers during chat sessions.

b. For Consumers (Rviewers with Accounts)

• Account Data: Full name, email address, hashed password, city of residence.
• Profile Data: Display name, avatar, profile visibility setting, referral code.
• Activity Data: Points balance, total reviews, average quality grade, average satisfaction score, mission completion records, businesses interacted with, invite code used.
• Feedback Data: Chat messages, star ratings, text feedback, uploaded images, sentiment scores, and AI-generated review drafts associated with your interactions.

c. For Guest Respondents (No Account)

• Chat Data: Messages exchanged with the AI agent, star ratings, text feedback, and uploaded images.
• Email Address: Only if you provide it voluntarily to receive a reward code or a copy of your chat. Your email address is stored by Rviewo and is never shared with or directly visible to the business you are providing feedback for.
• Derived Data: Sentiment analysis, AI-generated review summaries, and pain point analysis derived from your chat.
• Session Memory: To maintain conversation continuity in longer sessions, the AI may generate and store a brief summary of earlier parts of your conversation. This summary is used only during your active session and to improve Quilly's responses within that session.
• Anonymized Behavioral Signals: If you provide your email, we store anonymized behavioral signals (visit count, sentiment trend, topics discussed) under a one-way cryptographic hash of your email. These signals are used internally by Rviewo for fraud prevention, AI improvement, and (if a business claims their Rviewo account) to provide them with aggregate visit pattern data. Businesses never receive your email address or any directly identifying information through this system.

d. Automatically Collected Data (All Visitors)

• Usage Data: IP address, browser type and version, device type, pages visited, time spent on pages, and other diagnostic data.
• Session Data: Chat session identifiers, session duration, and chat history stored temporarily in your browser's local storage for session continuity.

e. Data from Public Sources

For Pre-Built Business Profiles (Shadow Accounts), we collect publicly available business information from sources including Google Places, such as business name, address, phone number, website, hours of operation, Google rating, and review count. This data is used to create profiles that business owners can claim.

5. How We Use Your Data and Our Legal Basis (GDPR)

6. Data Sharing and Third-Party Sub-processors

Research use of feedback: Every feedback chat is conducted by Quilly, an AI interviewer, and tells you so on screen from the start. Your answers are shared with the business you gave feedback about. We also combine answers from many conversations, with names, contact details and anything else that identifies a person removed, to produce aggregated research about customer experience (for example, which topics customers of a type of business in a city raise most often). We may publish or share these aggregated findings. They never include your identity, your contact details, a staff member's name or your words attributed to you, and we only report groups large enough that no individual respondent can be singled out.

We do not sell your personal data. We only share it with trusted third-party service providers (sub-processors) to operate our Service:

• Google Cloud / Firebase (USA): Hosting, database storage (Firestore), authentication, cloud functions, and file storage.
• Google Vertex AI (USA): AI processing of chat conversations, sentiment analysis, review draft generation, and knowledge base queries.
• Google Maps Platform (USA): Business data enrichment, location autocomplete, and Google Places integration for shadow account creation.
• Google reCAPTCHA v3 (USA): Bot detection and abuse prevention. reCAPTCHA collects hardware and software information (such as device and application data) and sends it to Google for analysis. By using the Service, you acknowledge that your use is subject to Google's Privacy Policy and Terms of Service.
• Stripe (USA): Payment processing for Business User subscriptions and one-off purchases, including Print Shop orders. Stripe collects and processes payment information under its own privacy policy.
• Resend (USA): Transactional email delivery for reward codes, chat transcript copies, manager alerts, and account notifications.
• PostHog (USA): Product analytics (feature usage, session replay on signed-in app pages only). In the European Economic Area, the United Kingdom and Switzerland it only runs once you grant analytics consent; elsewhere it runs by default and can be turned off through the cookie banner or Cookie Settings link. It only receives an identified user record after you explicitly accept analytics cookies.
• Mapbox (USA): Map tiles used to display business locations and the consumer search map.
• Netlify (USA): Hosting and content delivery for our website and web application.
• Anthropic (USA): Development and operational tooling for our engineering team. Anthropic does not receive customer data as part of the Service itself; our engineers may occasionally view production records (which can include names or emails) while debugging or providing support, under Anthropic's commercial terms, which state that this data is not used to train their models.

Print Shop orders: We print, pack and ship every Print Shop order ourselves. We do not use a third-party printer, print-on-demand service or fulfilment company, so no outside vendor receives your order details or your artwork. The postal or parcel carrier that delivers your box sees the ship-to name, address and phone number on the shipping label, and only for the purpose of delivering it.

7. Public Profiles and Visibility

a. Consumer Reviewer Profiles

When you create a Consumer account, a public reviewer profile is created. By default, the following information may be publicly visible:

• Display name
• City
• Total review count
• Average quality grade

You can change your profile visibility to private in your account settings. Private profiles are not displayed publicly.

b. Business Profiles

Business profiles, including business name, location, and customer feedback statistics, are publicly visible. Pre-Built Profiles created from public data are also visible until claimed or removed upon request.

8. Cookies and Tracking Technologies

• Essential Cookies: Firebase authentication tokens and session identifiers required for the Service to function.
• Analytics: We use Google Analytics, Google Ads, and PostHog to understand how visitors interact with the Service. How analytics start depends on where you are, which we work out from your device's time zone setting. If you are in the European Economic Area, the United Kingdom or Switzerland, or if we cannot tell where you are, analytics and advertising storage stay off (Google Consent Mode v2 defaults to denied) and PostHog does not start until you grant consent through the cookie banner or the Cookie Settings link in the site footer. Everywhere else, analytics start by default and you can turn them off at any time from that same banner or link. Advertising storage stays off everywhere until you allow marketing cookies. If your browser sends a Global Privacy Control signal, we treat it as a request to turn analytics off unless you later choose otherwise in Cookie Settings.
• Local Storage: We use browser local storage to persist chat session data, allowing you to resume conversations if you navigate away. This data is stored only on your device and is cleared when the chat session completes. If you open a link to claim a business, we also keep that link's code in your browser for up to 72 hours, and on your account if you sign up or sign in during that time, so you can finish claiming after verifying your email.
• Service Diagnostics: When signing up, signing in, claiming a business or finishing account setup fails, we record which step failed, the error code, your account ID if you already have one, and your browser type, so we can find and fix the problem. These records do not include your email address or IP address, are not used for analytics or advertising, and are deleted after 90 days. They are kept whether or not you accept analytics cookies, because they exist to keep the Service working.
• reCAPTCHA: Google reCAPTCHA v3 may set cookies to assess browser behavior for bot detection purposes. These are strictly necessary for fraud prevention and are not gated on analytics consent.

9. International Data Transfers

Rviewo is based in the United States. Your personal data is processed and stored on servers located in the USA. For users in the European Economic Area (EEA), this constitutes a transfer of personal data outside the EEA. We ensure this transfer is lawful by relying on Standard Contractual Clauses (SCCs) as the legal basis, which are incorporated into our data processing agreements with our sub-processors.

10. Data Security and Retention

Security: We implement appropriate technical and organizational measures (including encryption, access controls, and AppCheck verification) to protect your personal data against unauthorized access, loss, or destruction.

Retention: We retain your data for the following periods:

• Account Information: Deleted 90 days after you request account closure.
• Chat Session Data: The full text of a feedback chat (the transcript) is kept for 24 months after the conversation's last activity, so the business can review it and so we can resolve disputes. After 24 months the transcript is permanently deleted, together with any staff names mentioned in it and any location detail. What remains is the non-identifying result of the conversation (sentiment, scores, topics raised and outcome), which feeds the business's score and aggregated research. A review you chose to publish is kept until you or the business removes it. If you ask us to delete your data, your transcripts are deleted when your request is processed rather than at 24 months.
• Consumer Activity Data: Points, review history, and mission records are retained as long as your account is active.
• Pseudonymized Data: May be retained indefinitely for analytical and service improvement purposes, as this data is no longer directly attributable to an individual.
• Legal Acceptance Records: Immutable records of your terms/privacy acceptance (including timestamp, version, IP, and method) are retained indefinitely for legal compliance.
• Print Shop Order Records: Orders are commercial transaction records. We keep each order (what was ordered, the ship-to name, address and phone number, the artwork, the amount paid and the payment references) for seven years after the order is delivered, cancelled or refunded, so that we can meet tax and accounting record-keeping requirements, handle refunds and disputes, and let you reorder. Order records are kept for this period even if you close your account. Volume quote requests are kept for the same period.

11. Your Data Protection Rights

a. Rights Under GDPR (EEA Residents)

• Right to access: You can request copies of your personal data.
• Right to rectification: You can request correction of inaccurate data.
• Right to erasure: You can request deletion of your personal data, subject to legal retention requirements.
• Right to restrict processing: You can request that we limit how we process your data.
• Right to data portability: You can request your data in a machine-readable format.
• Right to object: You can object to processing based on legitimate interest.

To exercise these rights, contact us at contact@rviewo.com. We will respond within 30 days. You also have the right to lodge a complaint with a data protection authority.

b. Rights Under CCPA/CPRA (California Residents)

• Right to know: You can request what personal information we collect, use, and disclose.
• Right to delete: You can request deletion of your personal information.
• Right to opt-out of sale: We do not sell your personal information to third parties.
• Right to non-discrimination: We will not discriminate against you for exercising your privacy rights.

To exercise these rights, contact us at contact@rviewo.com.

c. Other US State Privacy Laws

If you are a resident of Virginia, Colorado, Connecticut, or other states with comprehensive privacy legislation, you may have similar rights to those described above. Contact us to exercise any applicable rights.

12. Children's Privacy

Our Service is not intended for individuals under the age of 18. We do not knowingly collect personal data from anyone under 18. If we learn that we have collected data from a person under 18, we will promptly delete it.

13. Changes to This Privacy Policy

We may update this policy from time to time. For material changes, we will require you to re-accept the updated Privacy Policy before continuing to use the Service. The effective date at the top of this page indicates when the policy was last revised.

14. Contact Us

For any questions about this Privacy Policy, to exercise your data protection rights, or to report a privacy concern, please contact us at:

Post Holdings LLC
Email: contact@rviewo.com
Address: 2308 Plum Woods Dr, Sellersburg, IN 47172, USA