Privacy Policy

The short version#

Caliber texts shoppers on behalf of online stores.

If you are a shopper, a store you bought from or shopped at uses Caliber. The store gave us your phone number, your order and what you looked at, and an AI system wrote you a text under the store's name. We keep one profile per phone number across every store that uses Caliber, so that if you tell one store to stop, we know who you are, and so that we can tell when an order came from one of our texts. Reply STOP to any message to stop that store's texts. Reply HELP to learn who is texting you.

If you run a store, you connected it to Caliber and you decide which shoppers we text. We hold your store's data to run the service for you, and we hold the cross-store profile on our own account. Your contract with us is in the Terms of Service.

This page explains all of it: what we collect, why, who else sees it, how long we keep it, where it goes, and what you can ask us to do about it.

Who we are#

Caliber is operated by Caliber ASI Inc., a Delaware corporation, at 1209 Mountain Road PL NE, Ste R, Albuquerque, NM 87110, United States.

For anything about this policy or your data, contact privacy@caliberhq.com.

1 · Who this policy covers, and the two roles we play#

Shoppers. You bought something from, left a checkout or cart at, or browsed an online store that uses Caliber. You have no account with us and you did not sign anything. The store decided to text you through Caliber. Most of this policy is written for you.

Store owners and their staff. You opened a Caliber account for your business. We hold your name, business email, store details and billing information to run your account.

Two roles. For most of what we do, we act for the store: we collect the store's events, hold its customer records, write and send texts to its shoppers and show it the results, all on the store's instructions. For that, the store is responsible for deciding what happens to your data and we carry out its decisions; in legal terms we are the store's processor or service provider. For one set of things we act on our own account: keeping one profile per phone number across every store that uses Caliber, binding devices to people, honoring opt-outs and detecting fraud across stores, attributing orders and billing stores, handling safety escalations, operating partner offers, and improving the service. For those, we are responsible ourselves; in legal terms we are an independent controller or business. Section 4 explains the cross-store profile.

2 · What we collect, and why#

If you are a shopper

We do not ask you for anything on the store's website. There are no pop-ups, banners or widgets from Caliber on a store. The first thing you see from Caliber is a text from the store.

We do not read what you type unless you submit it. Our collector sees contact fields in forms on a store's pages only when you submit the form. Passwords, card numbers, addresses and anything that is not a name, phone number or email address are discarded before they leave the page.

We do not gate collection on the store's cookie banner. Our collector records what the store's own systems already record about your visit. If a store has told its platform that you declined analytics or marketing cookies, we receive that flag and pass it on to the store, but it does not stop collection. Our collector does not change what it collects, or how it links your activity across stores, when your browser sends a Do Not Track or Global Privacy Control signal. The collection and uses described in this section and section 4 continue. We do not sell your personal information or share it for cross-context behavioral advertising. Replying STOP stops texts; it does not stop collection on a store's website. Our collector does not enforce a store's consent choices on its own; where permission is required and has not been given, the store must prevent collection, and you can block cookies and scripts for the store in your browser. For what Caliber does with the data on its own account (section 4), your rights are in section 7.

If you run a store

We collect your name, business email, store domain, the Shopify or WooCommerce credentials needed to connect, your campaign and discount settings, your Stripe customer record (we never see your full card number), your billing history, every conversation your store has with its shoppers, and your sign-in records. We also record which version of the Terms you accepted and when.

3 · The messages are written by an AI#

An artificial intelligence system writes the texts. When a store turns a campaign on, our system reads the store's information and your order or activity, writes a message in the store's voice, checks it against rules (no invented claims; no links, phone numbers or media before you reply, other than the single link back to your own checkout; no new conversations between 8 p.m. and 8 a.m. in the time zone of your phone number's area code, though a reply to something you wrote in the last fifteen minutes and a fixed safety line can go at any hour), and sends it under the store's name. No person writes or approves each message before it goes.

The sender is the store. Messages come from a phone number that Caliber controls and are signed as a person at the store, usually the founder's first name. The assistant does not announce that it is an AI unless you ask. If you ask whether you are talking to a person, it says that it writes with help from software and checks with the team when it cannot answer; that answer may not read to you as an AI disclosure, so treat every text you receive from a store through Caliber as written by software.

People sometimes read the thread. When the assistant cannot answer, when you raise a refund or a complaint, or when you say something that worries it, the conversation is sent to a person at Caliber through an internal tool, with your words, so that they can answer, approve a reply or close it. A person at the store may be asked too. Otherwise nobody is reading conversations as they happen.

The AI can be wrong. It may misunderstand you or state something about the store's products or policies incorrectly. If a text promised you something the store does not honor, the store is responsible for its products and policies, and you can reach a person by replying to the thread or by emailing us.

What the AI is given. Our model providers receive the conversation and the store's product information to write each message. They do not receive your phone number or email address, which are removed before the message is written, and we do not permit them to train their models on your messages.

4 · One profile per phone number, across stores#

This is the part of this policy most worth reading carefully, because it is different from how most services work.

We keep one record per person across every store that uses Caliber. The record is keyed on your phone number, then your email address. When your phone number appears at two different stores, we know you are the same person. Devices are linked to that record when you tap one of our links, complete a checkout, place an order, sign in to a store, or submit a form on a store's pages.

What we use it for. To honor your opt-outs reliably. To avoid several stores texting you at once from the same line. To detect fraud, abuse and misuse of our links and codes. To know when an order came from one of our texts, which is how stores pay us. To respond safely if you tell us you are hurt. And to improve the service.

What one store can and cannot see. A store sees only its own shoppers, its own conversations and its own orders. It cannot see that you shopped anywhere else, what you bought there, or what you said to another store. We never give one store another store's shoppers, and we never text you about a store you have no relationship with: a store can only reach you if you gave that store your number through its own checkout, order, account or form.

What we do not do with it. We do not sell it. We do not share it with advertisers or data brokers. We do not use what you bought at one store to decide what another store's assistant says to you.

Your choices about it are in section 7.

5 · Who else sees your data#

The store

The store you shopped at sees your contact details, your orders, your conversation with it, and whether you opted out. The store already holds most of this through its own platform. The store's own privacy policy governs what it does with its copy.

Our service providers

We use a small number of companies to run Caliber. Each processes your data only to provide its service to us, and each is bound by contract to protect it.

We will update this table, and tell stores at least 30 days in advance as the Terms describe, before adding a provider that handles shopper data.

Partners

If a store has turned on a partner program, the store's assistant may recommend a partner's product or program in your conversation. The message that recommends it says that the product is a partner's and that the store has a commercial relationship with the partner. If you follow a partner link, the link carries a reference so that the sale can be traced back to the store's conversation, and the partner's own privacy policy governs what you give them. We do not give partners your phone number or your conversation.

Others

We disclose data when the law requires it, to protect the rights and safety of shoppers, stores, or us, or to a company that acquires Caliber or the relevant part of our business, in which case this policy continues to apply to it.

We do not sell your data, and we do not share it for advertising.

6 · If you tell us you are hurt or unwell#

Caliber is a shopping assistant. It is not an emergency service, a health service, or a monitored line.

If you tell the assistant that you are hurt, unwell or in danger, it sends one fixed line, in English or Spanish, telling you to call emergency services, or a crisis line where one exists, and the conversation is sent to a person at Caliber. It cannot send help, and nothing it says means help is on the way. The words you sent stay in the conversation record and in the alert a person received. We use them only to respond and to protect you; we do not use health-related words to decide what to sell you. Like every message, they pass through the providers in section 5 that deliver and process messages (Sendblue, Google Cloud, Slack and, with your contact details removed, our model providers). The store can see them in its conversation record, and a person at the store may help respond. We disclose them to nobody else except in the circumstances described under "Others" in section 5, and then only as consumer health data laws allow. If you live in a state with a consumer health data law, such as Washington, anything you tell us about your health is consumer health data: we collect it only to respond, and you can ask us to delete it from our operational records under section 7. We are preparing a separate consumer health data notice for those states; until it is published, email privacy@caliberhq.com for the information it will contain.

7 · What you can ask us to do#

If you are a shopper, you can:

• Stop a store's texts. Reply STOP to any message. We stop texting you on behalf of that store and confirm it once. STOP also silences every other store that texts you from the same sending line. A store that texts you from a different line is not affected, but you can reply STOP to it too, or email us to suppress your number across all stores.
• Find out who is texting you. Reply HELP.
• Stop every store. Email privacy@caliberhq.com and we will suppress your number across all stores.
• See what we hold about you, and get a copy.
• Correct a wrong contact detail.
• Delete the personal information we hold about you, subject to the legal exceptions in section 8, and suppress your number. Deletion is done by hand today.
• Object to your messages being used to improve the service. You can keep receiving texts either way.
• Ask a person to look at anything the assistant said or did.

Email privacy@caliberhq.com and tell us what you want. We handle these requests by hand. We will acknowledge within 10 days and complete within 45 days, or sooner where the law that applies to you sets a shorter deadline (30 days for a Canadian access request, for example); we extend only where the law permits and we tell you why. We may ask you to confirm you control the phone number or email address first, so that nobody else can make these requests about you. We do not discriminate against you for making a request. Your rights depend on where you live. If you are in California or another state with a privacy law, these are the rights those laws give you; an authorized agent may make a request for you with proof of authority; you can appeal our decision by replying to our response, and you can complain to your state's attorney general or privacy regulator.

You can also make these requests to the store, which will pass them to us for the data we hold on its behalf.

If you run a store, you can see your store's conversations and attributed orders in your dashboard. For a copy of your store's data, or to request deletion when you leave, email privacy@caliberhq.com, as the Terms describe.

8 · How long we keep it#

We are telling you how this works today, not how we wish it worked.

• Your contact details, orders and conversations are kept in our operational database indefinitely: there is no automatic purge today. They leave it when you ask us to delete them (section 7), or when the store that gave them to us asks us to on leaving, and we carry that out by hand.
• Opt-outs are kept indefinitely. If you said STOP, we must remember that, or we might text you again.
• Our event log keeps a copy of every event and message we received, for billing disputes, fraud investigation and audit. It is retained and is not edited.
• Billing records are kept for as long as tax and accounting law requires.
• Device identifiers: our first-party identifier lasts two years from your last visit; a device fingerprint alias lasts one day.

When you ask us to delete. On a verified request we delete or de-identify, by hand, the personal information covered by it: your name, phone number and email address, and your identifiable orders, conversations and anything you told us about your health, in our operational database and in the store's view, except where the law permits or requires us to keep something, in which case we tell you what and why. We keep the minimum needed to honor your opt-out, and we add your number to our suppression list so no store can text you through Caliber again. We keep opt-out and billing records. We do not edit the event log in the ordinary course; where a law that applies to you requires us to delete or de-identify personal data held there or in backups, we do so within the time that law sets. We complete this within the timeline in section 7.

When a store asks us to delete a shopper. Shopify sends us a customer deletion request when you ask a Shopify store to delete your data, and a store-level deletion request about 48 hours after a store uninstalls Caliber, unless it has reinstalled. Today nothing happens automatically when one of those requests arrives. We commit to carrying them out by hand, in the same way as above, within 30 days, and we are building the automatic path. You can also email us directly.

When a store uninstalls our app or disconnects, that removes our access to the store. It does not by itself delete shopper data; the rules above apply.

When a store leaves Caliber. We stop processing for the store. On written request within 30 days of disconnection we prepare a copy of its data by hand, and on request we delete or de-identify the data we held for it by hand, except for the records above and the cross-store profile, which we keep only to honor opt-outs and detect fraud. There is no self-service export or automated deletion today.

9 · Where your data goes#

Caliber stores and processes data in the United States, in Google Cloud's central United States region. Our providers are companies based in the United States and Canada; some of them, such as Cloudflare, run global networks, so a request from your browser may pass through equipment outside the United States on its way to us.

Caliber texts United States and Canadian phone numbers only; the check is on the number's region, not on where you are. If a store gives us your details, they are stored and processed in the United States whether or not we ever text you.

10 · Security#

Your browser's connection to our collector, and our own connections to every provider, are encrypted. Protection of a text while it travels depends on the channel: iMessage is encrypted by Apple, while SMS and MMS are not end-to-end encrypted. Data is encrypted at rest by our cloud provider. Each store's data is separated from every other store's by database access rules. Phone numbers and email addresses are scrubbed before any message is sent to our model providers, and are removed from our model traces and our application logs. Our operational records, our event log and the alerts our staff receive keep what shoppers wrote, including any identifying details inside a message. Store credentials are encrypted with keys we control. Card numbers go to Stripe and never reach us.

No system is perfectly secure. If a breach affects you and the law requires it, we will notify you, the store, and the relevant regulator.

11 · Children#

Caliber texts people who have bought from or shopped at online stores. It is not intended for anyone under 18, and we do not knowingly hold data about children. If you believe we have texted a child or hold a child's information, email privacy@caliberhq.com: we will investigate, stop collection and messaging for that number, and delete the information where the law requires.

12 · If you used the product Caliber offered before November 2026#

Before November 2026, Caliber offered a different product. Version 1.0 of this policy covered it. If you created an account there, that data is still governed by the promises in version 1.0, which stays available on this page, and you can ask us to delete it at privacy@caliberhq.com. We do not use it for the service described here.

13 · Changes to this policy#

We will post a new version here with a new version number and effective date. If a change materially affects how we use your data, we will tell stores before it takes effect, and stores are responsible for telling their shoppers. We will not apply a material change to data we already hold without telling you.

Previous versions remain available on this page.

Contact#

privacy@caliberhq.com

Caliber ASI Inc. 1209 Mountain Road PL NE, Ste R Albuquerque, NM 87110 United States