Privacy Policy

1. Introduction

Level ("we," "our," or "us") operates the WhatsApp COD verification platform at uselevel.ai and related apps (the "Service"). This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use the Service.

The Service helps e-commerce businesses reduce return-to-origin (RTO) from fake and low-intent cash-on-delivery (COD) orders using WhatsApp-based verification, risk signals, and related automations.

If you are a merchant, you decide what customer data to send us through your store integrations. For that customer data, you are typically the controller and Level acts as a processor. For your account, billing, and our own marketing and product analytics, Level is the controller.

2. Information We Collect

We collect information you provide, information collected automatically, store and order data from platforms you connect (such as Shopify), and customer data processed to deliver verification and related features.

• Business and account information (name, company, email, phone, locale)
• Store details, plan, billing status, and integration credentials or tokens
• Payment and invoicing information processed via Shopify or our payment partners
• Support messages, feedback, reviews, and call or chat notes
• Marketing preferences and opt-out requests

• Website and app usage data, device and browser information, IP address, and approximate location
• Cookies and similar technologies (see our Cookie Policy)
• Product analytics: feature use, performance metrics, verification success rates, and error logs

• Order data from your connected store(s), including historical orders we sync when you install or reconnect the app — such as order IDs, amounts, currency, financial and fulfillment status, timestamps, shipping and billing fields, tags, and line-item summaries needed for COD and risk features
• Customer contact details used for messaging (especially phone numbers) and related WhatsApp delivery/read/reply events
• Verification outcomes (confirmed, cancelled, pending, skipped), reminders, prepaid or partial-pay events, and abandoned-cart recovery events
• Risk and fraud signals derived from orders and interactions (for example phone, email, or IP patterns), including signals that may be aggregated across merchants in anonymized or hashed form

3. How We Use Your Information

We use information for the purposes below. Where a purpose depends on consent, you may withdraw it without affecting prior lawful processing.

• Provide, operate, and secure the Service (COD verification, reminders, auto-cancel, prepaid offers, abandoned cart, checkout rules, status messages, and admin tools)
• Sync and analyze current and historical order data to improve COD eligibility, fraud and abuse detection, risk scoring, and related product value
• Send WhatsApp and other channel messages you configure to your customers
• Operate cross-merchant risk insights using aggregated, anonymized, or hashed signals — not by selling personal data
• Produce aggregated benchmarks and product insights that do not identify your customers
• Process billing, prevent fraud against Level, enforce our Terms, and comply with law
• Communicate with you about the Service, onboarding, support, and (where allowed) product updates
• Improve and train internal models and heuristics for verification quality and fraud detection; we do not sell your customer lists or use them to market unrelated third-party products
• Use your business name, logo, and testimonials for Level marketing as described in our Terms (you may opt out as stated there)

4. Historical Order Sync

When you install or reconnect Level on a store, we may pull order history (not only new orders after install) so the Service can score risk, detect repeat abusers, calibrate COD rules, show accurate analytics, and avoid messaging orders that should not receive verification.

We only request scopes and fields needed for these purposes. You control the connection by installing, disconnecting, or uninstalling the app on your ecommerce platform.

5. Data Sharing and Disclosure

We do not sell, trade, or rent your personal information. We may share information as follows:

• Service providers / subprocessors that host infrastructure, send email or WhatsApp (including Meta), process payments, provide analytics, or support customer service — under contracts that limit use to providing services to us
• Ecommerce platforms you connect (for example Shopify) as needed to read orders and write tags or status updates you enable
• Other merchants, only in aggregated, anonymized, or hashed form for network risk features — never your full customer database
• Professional advisors, authorities, or counterparties when required by law, to protect rights and safety, or in a merger, acquisition, or asset sale (with appropriate protections)

6. Retention

We retain account, order, and message data while your account is active and as needed to provide the Service, maintain security and fraud systems, resolve disputes, and meet legal and accounting duties.

After you uninstall Level or close your account, we revoke API access and stop active syncing. We may retain limited records for a commercially reasonable period for fraud prevention, backups, legal claims, and audit logs, then delete or anonymize them. Aggregated statistics that no longer identify you or your customers may be kept indefinitely.

7. Data Security

We implement appropriate technical and organizational measures to protect data against unauthorized access, alteration, disclosure, or destruction.

• Encryption of data in transit and at rest where appropriate
• Access controls and authentication
• Monitoring, logging, and vendor diligence
• Secure hosting and operational practices

8. Your Rights

Depending on your location, you may have rights to access, correct, delete, restrict, or port personal information, and to object to or withdraw consent for certain processing. Merchants should handle end-customer requests for data Level processes on their behalf; we will assist as required by our role as processor.

To exercise rights or opt out of marketing use of your brand (name/logo/testimonials), contact privacy@uselevel.ai.

9. Cookies and Tracking

We use cookies and similar technologies as described in our Cookie Policy. You can control many cookies through your browser settings.

10. International Data Transfers

Your information may be transferred to and processed in countries other than your own, including where our subprocessors operate. We use appropriate safeguards required by applicable law.

11. Children's Privacy

The Service is for businesses and is not directed to children under 13 (or the equivalent age in your jurisdiction). We do not knowingly collect personal information from children. Contact us if you believe we have done so.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post the updated policy on this page and revise the "Last updated" date. Material changes may also be communicated in-product or by email. Continued use of the Service after the effective date constitutes acceptance of the updated policy where permitted by law.

13. Contact Us

Questions about this Privacy Policy or our data practices: