Terms of service

The agreement

These terms are between [[ENTITY_LEGAL_NAME]], a company registered in [[JURISDICTION]] under number [[ENTITY_REGISTRATION_NUMBER]] with its registered office at [[ENTITY_ADDRESS]] (“Puffin One”, “we”, “us”), and the organisation that has been given access to Puffin Analytics (“you”).

By using Puffin Analytics you accept these terms. If you are accepting them for an organisation, you confirm you are authorised to do so, and “you” means that organisation. Where a separate signed agreement exists between us and it conflicts with these terms, that agreement prevails.

What the service is

Puffin Analytics is a hosted profit-analytics service for online stores. It reads data from the store, advertising, analytics and spreadsheet accounts you connect, normalises it, and presents reports, dashboards and derived figures such as contribution margin, inventory value and customer lifetime value.

The service is multi-tenant: your data is held in a shared system and separated by organisation and store. Every report, query and setting is scoped to a store you have been granted access to.

Accounts and access

Accounts are created by us at your request; there is no self-service sign-up. A new account is issued with a one-time generated password which must be changed on first sign-in.

Access is governed by four roles — super admin, organisation admin, store admin and member — which determine what each person can read and change. Administrative actions are recorded in an audit log that retains the acting user, the action, and the IP address and browser user agent the action came from.

You are responsible for the accounts issued to your people: for keeping credentials confidential, for the actions taken under them, and for telling us promptly when someone should no longer have access. Passwords must be at least ten characters; we store them only as an Argon2 hash and cannot tell you what a password is.

Sessions expire, and signing out or a password change ends existing sessions. We may require a one-time code sent to your email address as part of signing in.

Connecting your accounts

To be useful the service needs access to your data. You may connect Shopify or Magento, Google Ads, Google Analytics 4, Google Sheets and Meta. The access requested for each is listed in the privacy policy.

By connecting an account you confirm that:

• you own it or are authorised by its owner to connect it;
• you have the right to have the data in it processed by us as described in these terms and the privacy policy;
• you will not connect an account holding data you are not entitled to share.

You can disconnect a source at any time from within the product, and you can revoke our access directly at the provider. Either stops future synchronisation. Data already imported stays until it is deleted; see section 12.

Where a source is a Google Sheet that you have made publicly readable by link, the service may read it over that public link without any credential. Anyone else holding the link can read it too. If that is not what you want, connect the sheet through Google sign-in instead, or restrict its sharing.

Actions the service can take on your behalf

Puffin Analytics is a reporting product and does not change your store, your campaigns, your budgets or your creatives. There is exactly one exception.

If you create an activation rule, the service can write the membership of a Meta product set: it sets that product set’s name and the list of product identifiers it contains, so that a catalogue campaign targets the products your report selected. It writes nothing else to Meta. This requires that your Meta connection was granted catalogue permission; without it, the action is unavailable.

You are responsible for the rules you create and for their effect on your advertising. The service applies safety limits — a cap on the number of products in one write, a guard that refuses a sudden large reduction in a set’s membership, and an automatic stop after repeated failures — but these are safeguards, not a substitute for your own review. Every execution is recorded in the audit log.

Your data

Your data stays yours. Connecting a source does not transfer ownership of anything in it. You grant us the permission we need to host, copy, transform and display that data in order to operate the service for you, and for no other purpose.

We do not sell your data. We do not use it to advertise to you or to anyone else. We do not pool it with another customer’s data to build a benchmark, an index or a shared model.

You are responsible for the accuracy of the figures you supply directly — product costs, shipping and payment rates, tax rates and the contents of any spreadsheet you connect. The service reports what you give it.

Personal data

The service is built to hold as little personal data about your shoppers as the job allows. Shopper names, email addresses, phone numbers, postal addresses, dates of birth, national identifiers and payment card details are discarded at the point of ingestion and are not stored. What is kept, and how, is set out in the privacy policy, which forms part of these terms.

In data-protection terms, for shopper data you are the controller and we are the processor. [[DATA_PROCESSING_TERMS]]

One feature deserves specific mention. An administrator can promote a custom field from your store — a per-line or per-order attribute your checkout collects, such as a size choice or a gift message — so that it becomes reportable. The values of a promoted field are stored as they arrive. Choosing which field to promote is your decision and the service does not inspect the values for personal data. Do not promote a field that carries personal information.

What the numbers are, and are not

Puffin Analytics produces management figures for making decisions. It is not an accounting system, a bookkeeping record or a source of tax filings, and its output should not be used as one.

Several figures are modelled rather than observed, and you should understand which:

• Cost of goods is resolved from the cost history you supply, matched to each sale by date. If a cost is missing or dated wrongly, margin will be wrong.
• Advertising cost per product is an attribution, not a fact. By default, spend is spread across products in proportion to the views they received.
• Foreign currency is converted using daily reference rates obtained from a third-party rate service, carried forward across weekends and holidays. These are not your bank’s rates and will not reconcile to a settlement statement.
• VAT and tax are handled according to the rate and basis you configure per store.
• Fulfilment and payment costs are computed from the rate tables you configure, not from carrier or processor invoices.

We may also correct or restate previously reported figures when underlying data or configuration changes — for example when you add a cost that should have applied to past orders. Reports are a current view, not an immutable record.

Acceptable use

You agree not to:

• attempt to access another organisation’s data, or any part of the service you have not been granted;
• probe, scan or test the security of the service, or circumvent its rate limits, quotas or access controls;
• use the service in a way that breaches the terms of a connected platform, including Shopify’s, Google’s or Meta’s;
• resell, sublicense or provide the service to a third party without our written agreement;
• use the service to process personal data you have no lawful basis to process;
• place a load on the service that degrades it for others.

Availability and changes

We aim to keep the service available and correct, but it is provided without an uptime commitment. Maintenance, provider outages, rate limits imposed by a connected platform, and deploys can all interrupt it or delay a synchronisation.

The service is under active development. Features change, are added, and are occasionally removed. We will not remove a feature you depend on without notice where we reasonably can avoid it.

Data is imported on a schedule, so reports reflect the last successful synchronisation rather than the current state of your store.

Fees

[[FEES_AND_BILLING]]

Where no separate commercial agreement is in place, the service is provided at no charge and may be withdrawn on reasonable notice.

Suspension and termination

You may stop using the service at any time and ask us to close your account. We may suspend or terminate access if you breach these terms, if your use puts the service or another customer at risk, or if we are required to by a connected platform or by law.

On termination we will disconnect your sources and delete your data. [[DATA_DELETION_TERMS]] Backups are retained for the period described in the privacy policy and expire on their own schedule.

You can request an export of your data before termination. Reports can be exported from within the product at any time.

Warranties and liability

The service is provided “as is”. To the fullest extent permitted by law we exclude all implied warranties, including fitness for a particular purpose and that the service will be uninterrupted or error-free.

Decisions you make on the basis of its output — pricing, purchasing, advertising spend — are yours. We are not liable for the commercial consequences of those decisions.

[[LIABILITY_CAP]]

Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

Intellectual property

The service, its software, its interface and its documentation belong to us. These terms grant you a non-exclusive, non-transferable right to use it while your account is active, and nothing more. The names “Puffin One” and “Puffin Analytics” and our logo may not be used without our written permission.

If you send us feedback or a feature suggestion, we may use it without obligation to you.

Changes to these terms

We may update these terms. The date at the top of this page shows when they last changed. For a change that materially reduces your rights we will give notice to the email address on your account before it takes effect. Continuing to use the service after that means you accept the updated terms.

Governing law

These terms are governed by [[GOVERNING_LAW]]. Disputes are subject to the exclusive jurisdiction of the courts of [[JURISDICTION]].

If a provision of these terms is held unenforceable, the rest remains in force. Our failure to enforce a provision is not a waiver of it.

Contact

[[ENTITY_LEGAL_NAME]]
[[ENTITY_ADDRESS]]
[[SUPPORT_EMAIL]]