Shopify App Privacy Policy

Carbon Neutral Plant-a-Tree

Last updated: 8 October 2026

Provider: Carbon Neutral Pty Ltd (ABN 42 164 635 769)

This policy explains how Carbon Neutral Pty Ltd ("we", "us") collects, uses and stores information when you install and use the Carbon Neutral Plant-a-Tree Shopify app (the "App"). It applies only to the App. Our general Privacy Policy covers our website and support correspondence.

Information we collect

Through Shopify, we collect and store:

• Your store's Shopify domain and store ID, and access and refresh tokens that allow the App to operate on your store
• The product and variant IDs and handle of the Plant-a-Tree product
• Your setup progress and store totals for trees funded and contributions
• Order IDs and numbers, tree quantities, contribution amounts and currencies, and tree serial numbers
• Processing dates, billing and processing status, notification references, and retry and error records

We also read your App subscription status, live theme product templates and catalogue product links to check billing, detect the widget and provide a store preview. These checks are not saved in the App's database. The App uses store-level access and does not store staff names or email addresses.

If you contact us for support, we receive your name, contact details and message. The App also generates operational logs, which may include store domains and order IDs, for troubleshooting and security.

The App does not collect information directly from shoppers. The widget uses Shopify's cart and does not set cookies, track shoppers or send shopper information to our servers. Shopify order notifications may contain customer details, but we do not use or store customers' names, email addresses, phone numbers, shipping or billing addresses, or payment details.

How we use information

We use this information to operate the Plant-a-Tree product and widget, count trees funded, issue tree serial numbers, record tree planting, report usage charges to Shopify, show activity and totals, provide support, handle privacy requests and keep the App working securely. App charges are billed by Shopify on your Shopify invoice.

We do not sell information or use it for advertising or customer marketing.

Sharing, storage and security

We share information with Shopify to operate the App and report usage charges, and with Railway Corporation to host the App and its database. We may also disclose information where required by law.

Carbon Neutral is established in Australia, not Europe. The App and its database are hosted by Railway in the United States (US East region), so information is stored and processed outside Australia and Europe.

App data is transmitted over encrypted connections and stored in a secured database. Access is limited to authorised people who need it to operate and support the App. We verify Shopify notifications before processing them.

Retention and deletion

We keep store and order records while the App is installed. When Shopify notifies us of uninstall, we delete access and refresh tokens, product records, setup progress and most order records, with these exceptions:

• Order records for issued trees with unreported usage are retained for final billing reporting. Shopify allows reporting of pre-uninstall usage for up to 24 hours after uninstall.
• Order-to-serial links and privacy request records are retained until Shopify sends a shop redaction request, normally about 48 hours after uninstall. We then delete all remaining database records linked to your store, including any retained order records.

For Shopify customer data requests, we provide the merchant with the order-related records we hold. For customer erasure requests, we delete the records linked to the requested orders. We complete these requests within 30 days. We record request references, order IDs, status, error details and dates; copies of exported records are cleared when the request is completed, and request records are deleted at shop redaction.

We permanently retain issued serial ranges, quantities, amounts and issue dates to prevent serial numbers being reissued. After the order-to-serial links are deleted, this register is no longer linked to your store, orders or customers.

If you uninstall the App from the Shopify admin, you must delete the Plant-a-Tree product from your store. Shopify removes the App's access before the App can delete it, and trees bought through it after uninstall are not recorded, funded or planted. Delete it in your Shopify admin (Products), or reinstall the App and use Remove leftover product. The App's own Uninstall button removes it for you.

Operational logs are retained by our hosting provider for a limited period for troubleshooting and security. Support correspondence follows our general Privacy Policy.

Your rights

To request access, correction or deletion of your personal information, or raise a privacy concern, contact us below. We will respond within 30 days. If you are a shopper, contact the store first so it can submit your request through Shopify. If you are not satisfied with our response to a privacy complaint, you can contact the Office of the Australian Information Commissioner.

Changes to this policy

We may update this policy as the App changes and revise the "Last updated" date.

Contact us

Carbon Neutral Pty Ltd (ABN 42 164 635 769)
Email: contactus@carbonneutral.com.au
Post: Level 9, 197 St Georges Terrace, Perth WA 6000, Australia