Legal
Privacy Policy
Snagr reads checkout and customer data from the Polar store you connect, and emails the customers who did not finish paying. This page explains exactly what we hold, why we hold it, who else sees it, and how long we keep it.
Last updated 22 September 2026
The short version
- We are a controller for your merchant account — the email address, name and billing details you give us when you sign up.
- We are a processor for the customer data we read out of your Polar organisation. It is your data. We only use it to run the recovery sequences you configured, and we delete it when you disconnect.
- We do not sell personal data, we do not run advertising trackers, and we do not record your screen. Session recording, surveys and dead-click capture are switched off in our analytics configuration.
- You can delete your entire account from the dashboard, which disconnects Polar, cancels billing and removes your records.
1. Who we are
Snagr (“we”, “us”) operates the service at snagr.sh. Snagr is run by an individual rather than an incorporated company, and is based in India.
The controller of your personal data, and the contact point for anything on this page, is tejas@snagr.sh. Mail sent there is read by the person who runs the service. If you need a postal address for a formal notice or a regulator, ask and we will provide one.
2. Two kinds of data, two different roles
Snagr sits between a merchant and that merchant’s customers, so the same policy has to cover two very different relationships. Which one applies to you determines who you should contact.
| If you are | Our role | Who to contact |
|---|---|---|
| A merchant with a Snagr account | Controller — we decide how your account data is used. | Us, at tejas@snagr.sh |
| A customer who received a Snagr recovery email | Processor — we act only on the merchant's instructions. | The merchant who sells you the product. We will forward your request to them. |
If you received an email from a Snagr customer and want it to stop, the unsubscribe link in that email works immediately and permanently — it adds you to a suppression list that blocks every future send from that merchant, with no further action needed from anyone.
3. What we collect from merchants
Account data
- Name and email address, either typed at sign-up or released by Google or Polar when you use single sign-on.
- A hashed password, if you signed up with email and password. We never store the password itself.
- Session records — an identifier, creation and expiry timestamps, and the IP address and user agent of the sign-in.
Connection and configuration data
- OAuth access and refresh tokens for the Polar organisation you connect, stored in our database (encrypted at rest by the database provider) and used only to read your store data and create the recovery links in your emails.
- Your sequence configuration: templates, timing, discount codes, holdback percentage, sending domain and brand assets, including any logo you upload.
Billing data
Snagr sells subscriptions through Polar, which acts as Merchant of Record. Polar collects and stores your card details; we never see them. We store your Polar customer and subscription identifiers, your plan, and your billing status.
Product analytics
We use PostHog to understand how the product is used. It records page views and feature events (for example, saving a sequence or starting an upgrade), keyed to your email address so we can support you. Session recording, surveys and dead-click capture are disabled in our client configuration, and we do not load PostHog’s recorder. Analytics requests are proxied through our own domain, so no third-party analytics domain is contacted from your browser. See the Cookie Policy.
4. What we process on a merchant's behalf
When you connect a Polar organisation, Snagr reads and stores the records it needs to detect a recoverable event and email the right person:
- Customer email address and name, and the Polar customer identifier.
- Checkout, order and subscription records: product, price, currency, amount, status, and the timestamps we use to decide that a checkout was abandoned or a renewal failed.
- The recovery emails themselves — recipient, subject, rendered body, and delivery, open, click, bounce, complaint and unsubscribe events reported by our email provider.
- Attribution records linking a later payment to an email we sent, within a 14-day window.
We do not receive card numbers, bank details or any payment credential at any point. Polar holds those and never exposes them to us.
5. Why we are allowed to process it
| Purpose | Legal basis (UK/EU GDPR) |
|---|---|
| Providing the service you signed up for | Performance of a contract (Art. 6(1)(b)). |
| Sending recovery emails to your customers | Our merchant's legitimate interest in recovering an incomplete transaction with someone who entered their email into that merchant's checkout (Art. 6(1)(f)), on the merchant's instruction. |
| Billing, fraud prevention and record keeping | Legal obligation and legitimate interest (Art. 6(1)(c) and (f)). |
| Product analytics and service improvement | Legitimate interest (Art. 6(1)(f)), limited to first-party, non-advertising measurement. |
| Service email to merchants (billing, cap notices, connection alerts) | Performance of a contract and legitimate interest (Art. 6(1)(b) and (f)). We do not currently send promotional mail to merchants. |
As a merchant, you are responsible for confirming that you have a valid basis to email your own customers, and that your own privacy notice tells them a processor like Snagr may do so. The Data Processing Addendum sets this out in full.
6. Who else sees the data
We share personal data only with the vendors that run parts of the service, listed in full on the subprocessors page — currently 8 companies. Each is bound by a written contract limiting them to our instructions.
We also disclose data where the law requires it, and to a buyer or successor if the business is sold — in which case this policy continues to apply until you are given notice of a replacement.
We do not sell personal information and we do not share it for cross-context behavioural advertising, as those terms are used in the California Consumer Privacy Act.
7. Where the data goes
Snagr is operated from India, and our infrastructure providers are based in the United States. Transfers out of the UK, EEA or Switzerland rely on the European Commission’s Standard Contractual Clauses, incorporated by reference in our DPA, together with the technical measures described in our security overview.
8. How long we keep it
| Record | Retention |
|---|---|
| Merchant account and team records | For as long as the account is open, then deleted from the live database when you delete the account. |
| OAuth tokens for a connected store | Deleted immediately when you disconnect the organisation or delete the account. |
| Checkout, order, product and customer records read from Polar | Deleted when you disconnect that organisation, or immediately when you delete the account. |
| Recovery emails and their engagement events | Kept while that store is connected, and deleted with it. There is no separate timed purge. |
| Unsubscribe and suppression records | Kept for as long as that merchant's account exists, so a suppressed address cannot be emailed again by that merchant. They are removed if the merchant deletes the account. |
| Billing and tax records | Polar, as Merchant of Record, retains invoices as tax law requires. Snagr's own billing identifiers are removed when you delete the account. |
Deletion from the live database is immediate. Residual copies in database backups and infrastructure logs typically expire within 30 days on the provider’s cycle. We cannot recover a deleted account after that.
9. Your rights
Depending on where you live, you may have the right to access, correct, delete, port or restrict your personal data, to object to processing based on legitimate interest, and to withdraw consent. Exercising them costs nothing and will never lead to worse service.
- Merchants can delete everything themselves from Account (Danger Zone). That disconnects Polar, cancels your Snagr subscription, and removes your team and user records from the live database.
- Customers of a merchant should contact that merchant, who controls the data. Write to tejas@snagr.sh if you cannot identify or reach them and we will help route the request.
We respond within 30 days. If you are in the EEA or UK you may also complain to your national data protection authority; if you are in India, to the Data Protection Board.
10. Security
Data is encrypted in transit with TLS and at rest by our database and storage providers. Access to production is restricted to the person who operates the service, and passwords are hashed with a modern algorithm. The security overview has the detail, including how to report a vulnerability.
No system is perfectly secure. If a breach affects your personal data we will notify you and any relevant regulator within the timeframes the law sets — 72 hours under GDPR.
11. Children
Snagr is a business tool and is not directed at children. We do not knowingly collect data from anyone under 16. If you believe we have, write to tejas@snagr.sh and we will delete it.
12. Changes
We will post any revision here and update the date at the top of the page. If a change materially reduces your rights we will email account holders at least 30 days before it takes effect. This version is dated 22 September 2026.