Privacy policy
How Polariva collects, uses, hosts and deletes personal data related to the PolaShop website and platform. One simple principle: your data stays yours, we do not exploit it for our own purposes, and you can request its export or deletion at any time.
1. Who is responsible for what
PolaShop is a platform made available to professionals ("merchants") to sell cash on delivery. Depending on the data concerned, Polariva acts in two distinct capacities:
| Situation | Role of Polariva | What it means |
|---|---|---|
| You visit this website, request a demo, or you are a merchant using PolaShop | Data controller | We decide the purposes and means. We process the minimum needed: to call you back, perform the contract, invoice. |
| You buy from a store powered by PolaShop | Processor on behalf of the merchant | The merchant is the controller of your data. We host and process it only on the merchant's instructions, without using it for our own purposes. |
This policy is governed by Organic Law No. 2004-63 of 27 July 2004 on the protection of personal data and its implementing texts, under the supervision of the National Authority for the Protection of Personal Data (INPDP).
2. Data we process
| Who | Data | Source |
|---|---|---|
| Website visitors | Technical server logs: IP address, browser, pages viewed, date and time. No account, no advertising tracker. | Automatic (server security) |
| Prospects ("Book a demo" form) | Name, WhatsApp number and, where applicable, the information you share with us during the call. | You |
| Merchant clients | Representative's identity, company name, tax ID, address, e-mail, phone, billing details, admin login credentials, support history. | You, at sign-up |
| Admin users (agents, managers) | Name, username, role, activity statistics (calls, confirmations, deliveries) needed to run the call centre. | The merchant |
| Store buyers | Name, phone, delivery address, orders and statuses, call, SMS and WhatsApp history related to the order and, if the merchant enables Meta Pixel, browsing events on the merchant's store. | The buyer, through the merchant's store |
3. Purposes and legal bases
- Calling you back after a demo request — basis: your consent, which you can withdraw at any time.
- Providing, setting up, hosting, maintaining and supporting the platform — basis: performance of the contract with the merchant.
- Invoicing and bookkeeping — basis: our legal and accounting obligations.
- Securing the service (logs, abuse detection, backups) — basis: our legitimate interest in protecting the platform and the data it hosts.
- Processing buyers' orders, confirmations, deliveries and returns — basis: the merchant's instructions, the merchant itself acting on the basis of the sale concluded with the buyer.
4. What we do not do
- We do not sell, rent or transfer any data.
- We do not use store data for our own prospecting, our own advertising or to train models.
- We do not cross-reference data between stores: each store has its own isolated database.
- We never contact a store's buyers directly, except at the merchant's express request or when a buyer exercises a right.
- We only access a store's data for setup, support or maintenance, on request or in the event of an incident, and only through authorised staff bound by confidentiality.
5. Recipients and processors
Data is only shared with the providers strictly necessary to deliver the service:
| Provider | Role | Data concerned |
|---|---|---|
| OVH SAS (France) | Hosting of servers and backups | All hosted data |
| Hostinger International Ltd (Cyprus) | Hosting of this website and storage of the forms you submit, from where they are e-mailed to us | Technical connection logs; name, e-mail address and message you enter |
| FormSubmit (formsubmit.co) | Backup delivery of website forms to our mailbox, only if our own server cannot send them | Name, e-mail address and message you enter |
| Meta Platforms (Pixel, Conversions API, WhatsApp Business) | Ad measurement and messaging, only if the merchant enables these apps, under the merchant's own account and keys | Order events (amount, hashed identifiers), WhatsApp messages related to orders |
| WinSMS (Tunisia) | Sending confirmation and tracking SMS, if enabled by the merchant | Phone number, SMS content |
| Carriers (Jetpack and others) | Parcel delivery | Name, phone, delivery address, amount to collect |
| Chartered accountant, bank | Invoicing and accounting obligations | Merchants' billing data |
No other disclosure takes place, except where required by law or requested by a competent authority.
6. Hosting and transfers
PolaShop servers are located in France (OVH). When a merchant enables Meta Pixel, the Conversions API or WhatsApp Business, the data concerned is sent to Meta Platforms, which may process it outside Tunisia under its own terms. These processing operations and transfers are subject to Organic Law No. 2004-63 and to the formalities provided for before the INPDP. On request, we provide the applicable safeguards.
7. Security
- Encrypted connections (HTTPS/TLS) between stores, the admin and the servers.
- Dedicated database per store; no cross-access between merchants is possible.
- Admin access through individual credentials and roles (Manager, Agent) defined by the merchant.
- Server access restricted to authorised Polariva staff, using individual keys.
- Daily encrypted backups, kept for 30 days, then deleted automatically.
- In the event of a security incident affecting personal data, the merchant concerned is informed without undue delay with the elements needed to meet its own obligations.
8. Retention periods
| Data | Retention |
|---|---|
| Technical server logs | 12 months maximum |
| Prospects (demo request) | 12 months after the last exchange, or immediate deletion on request |
| Merchant account and data | Duration of the contract, then deletion within 30 days after the contract ends |
| Invoices and accounting records | Statutory retention period for accounting documents (ten years) |
| Buyer and admin data of a store | Period set by the merchant; deleted together with the store's database |
| Backups | 30-day rolling window; deleted data disappears from backups no later than 30 days after deletion |
9. Your rights
Under Organic Law No. 2004-63 you have the right of access, rectification, objection and deletion of your data, and the right to withdraw your consent at any time. Merchants also have a full export of their data (orders, customers, products, statistics) at any time, from the admin or on simple request.
To exercise a right: write to contact@polariva.com or use the data deletion page. We may ask for proof of identity to prevent a third party from exercising a right in your place. We reply within 30 days.
If you are a buyer on a store: the merchant is responsible for your data. You can contact the merchant directly, or us: we forward your request within 72 hours and assist the merchant in carrying it out.
You may also lodge a complaint with the National Authority for the Protection of Personal Data (INPDP) if you believe your rights are not respected.
10. Data deletion
- Prospect: your name and number are deleted immediately on request.
- Merchant: you can request the closure of your account at any time. We hand you a full export, then delete your store's database, your access and your files within 30 days. Backups are purged within the following 30 days. Only invoices are kept for the statutory period.
- Buyer: your request is forwarded to the merchant or, at your choice, carried out by us on the merchant's instructions. Data needed for an order currently being delivered or for a legal obligation of the merchant may be kept until it ends.
In all cases, we confirm the effective deletion in writing.
11. Minors
PolaShop is intended for professionals. We do not knowingly collect data about minors through this website. Merchants are responsible for the access conditions of their own stores.
12. Changes and contact
We may update this policy to reflect changes in the platform or in regulation. The last-updated date appears at the top of the page; merchants are notified by e-mail of any material change.
Contact: Polariva, Avenue 18 Janvier, Ariana Centre, Staircase C, Office C408, 2080 Ariana, Tunisia · contact@polariva.com