This Privacy Policy describes how Bespoke, operated by Em Shanell ("Bespoke," "we," "us"), collects, uses, and protects information when you interact with our services.
1. What This Policy Covers
This policy applies to information collected through our website, our application process, our client services, and any communications related to Bespoke.
2. Information We Collect
When you apply or engage with us, we collect:
- Identifying information: name, email address, phone number, business name, business website.
- Application information: your responses to the application questions, including business descriptions, operational challenges, and goals.
- Payment information: processed through Stripe. We do not store credit card numbers on our servers. Stripe holds payment information under its own privacy practices.
- Communications: emails you send us and our responses.
- Usage information: when you use the Bespoke system, we collect operational data necessary to provide the service, including login times, content you create through the system, and system interactions.
- Cookies and analytics: our website may use cookies to remember session information and to understand site usage. We do not currently use advertising cookies or sell data to advertising platforms.
3. How We Use Information
We use collected information to:
- Review applications and decide whether to extend an offer.
- Communicate with you about your application, your build, your system, and ongoing maintenance.
- Provide and maintain the Bespoke services you have engaged.
- Process payments through Stripe.
- Send transactional emails through Resend (application confirmations, build updates, maintenance notifications).
- Send The Letter (long-form essays) if you have opted in.
- Improve Bespoke's systems and methodology over time.
- Comply with legal obligations.
4. Information We Do Not Collect
We do not collect:
- Sensitive personal information unrelated to your business engagement.
- Information from minors. Bespoke is not intended for use by anyone under 18.
- Browsing data outside our website.
5. Third-Party Data Processors
We share information with third-party services that help us deliver Bespoke. Each of these has their own privacy practices:
- Stripe: payment processing.
- Resend: transactional and marketing email delivery.
- Railway: hosting infrastructure for the Bespoke application.
- Cloudflare R2: file storage for client deliverables and assets.
- OpenRouter: AI text generation for content creation.
- Kie.ai: AI image generation for content creation.
- Zernio: social media publishing for content distribution.
- TidyCal: scheduling for discovery calls and kickoff meetings.
- Google Analytics or similar (if used): aggregate usage analytics.
We do not sell your personal information to third parties.
6. Client Data and Bespoke Systems
When we build and operate a Bespoke system for you, your system stores your business data: your contacts, your deals, your content, your client records. You own this data outright.
We treat this data as confidential. We do not access or use your specific business data except as necessary to provide maintenance services or as required by law.
When the maintenance relationship ends, you retain access to your data. We will provide reasonable assistance in exporting or transferring your data if requested.
7. Data Retention
We retain personal information for as long as necessary to provide our services, comply with legal obligations, resolve disputes, and enforce our agreements.
Application information from declined applicants is retained for a reasonable period to inform future application reviews, then deleted.
If you ask us to delete your information, we will do so within thirty days unless we are required by law to retain certain information.
8. Security
We use reasonable security measures to protect personal information, including encryption in transit, secure password practices, and access controls.
No system is perfectly secure. We cannot guarantee absolute security. If we become aware of a security incident affecting your information, we will notify you as required by applicable law.
9. Your Rights
Depending on your location, you may have certain rights regarding your personal information:
- The right to know what information we hold about you.
- The right to request correction of inaccurate information.
- The right to request deletion of your information, subject to legal exceptions.
- The right to opt out of marketing communications. You may unsubscribe from The Letter at any time using the link in any email. Transactional emails related to your active engagement will continue.
- For California residents: rights under the California Consumer Privacy Act (CCPA), including the right to know, the right to delete, and the right to opt out of any sale of personal information. We do not sell personal information.
To exercise any of these rights, contact hello@emshanell.com.
10. International Users
Bespoke is operated from the United States. If you are accessing our services from outside the United States, your information will be transferred to and processed in the United States. By using our services, you consent to this transfer.
11. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify active clients of material changes by email. The "Last updated" date at the top will reflect when changes were made.
12. Contact
Questions about this Privacy Policy, or requests to exercise your privacy rights, can be directed to hello@emshanell.com.