LIVERECOVER PRIVACY POLICY
I. Introduction and Scope
This Privacy Policy describes how Voyage Mobile Inc., doing business as LiveRecover ("LiveRecover," "we," "us," or "our") collects, uses, discloses, and protects information when you use our websites, mobile applications, SMS text messaging platform (the "SMS Platform"), Shopify application, and any other products or services we offer (collectively, the "Services").
LiveRecover provides an SMS-based cart recovery service for e-commerce merchants. Our trained human agents send personalized text messages to consumers on behalf of our merchant customers to help recover abandoned shopping carts and improve sales conversions.
II. Information We Collect
We collect and receive information in several ways depending on how you interact with our Services.
A. Information from Merchants (Our Customers)
When you register for or use our Services as a merchant, we may collect: account registration information (such as your name, email address, company name, and phone number); billing and payment information (such as credit card number, expiration date, and billing address); Shopify store information and credentials; business information related to your use of our Services; and communications you send to us (such as support requests and feedback).
If you provide your phone number on our website, we may use it to send you marketing and account-related text messages as described in Text Messages from LiveRecover to Our Customers and Leads below.
B. Information from Consumers (End Users)
When consumers interact with our SMS Platform, we may collect or receive: phone numbers; names and contact information; shopping cart contents and product preferences; purchase history and order information; SMS message content (messages sent to and received from consumers); and opt-in and opt-out preferences.
C. Cookies, Analytics, and Advertising Tools on Our Website
The liverecover.com website now redirects to vyg.ai, which is operated by Voyage Mobile Inc. The first time you visit vyg.ai, a cookie banner asks whether you accept cookies and similar tools. Until you click Accept, vyg.ai loads no analytics, advertising, or session recording tools and sets no cookies of its own. If you click Decline, they stay off. If your browser sends a Global Privacy Control signal and you have not clicked Accept, vyg.ai treats it as a Decline. An explicit Accept on vyg.ai overrides the signal until you change it. Your choice is stored in your browser's local storage on vyg.ai and applies on every page.
If you accept, vyg.ai loads these tools: Google Tag Manager (container GTM-KC8Q329), which loads Google Analytics 4, Google Ads conversion tracking, Meta Pixel (pixel 1589424605424265), Microsoft Clarity, and PostHog; and, loaded directly, Unify and Attribution.js. Together they collect pages viewed, clicks and scrolling, device and browser details, IP address, cookie IDs, ad click IDs from the link you arrived by, a hashed copy of an email address you type into a form (Google and Meta), the company you may work for based on your IP address (Unify), and the campaign tags and referring page from the link you arrived by, kept in your browser by Attribution.js. Microsoft Clarity and PostHog record how you move through and interact with the page, and they start only after you accept. We use this to measure and improve the site and to measure our advertising and show our ads to people who visited the site. Some state laws treat giving this information to advertising partners as a "sale" or "sharing," and we do it only with your consent. The full list of tools, what each collects, and cookie lifetimes is in the VYG.AI Privacy Policy at vyg.ai/privacy, section 9.
To change your choice, click "Cookie preferences" at the bottom of any vyg.ai page. Changing to Decline stops the tools, deletes the cookies they set on vyg.ai that the site can reach, and reloads the page.
Some things are always on because they are needed to show the page: vyg.ai loads fonts from Google Fonts and icons from jsDelivr, so Google and jsDelivr receive your IP address and browser details when your browser requests those files. Its book-a-demo pages embed a Calendly scheduler, which loads from Calendly, receives your IP address, and may set its own cookies under Calendly's privacy policy.
The contact and demo forms on vyg.ai collect your name, work email, company, and message, and do not ask for a phone number. Submissions go to vyg.ai's own server, which adds them as a sales lead in our customer relationship management tool (Attio) so our team can respond.
III. How We Use Your Information
We use the information we collect to provide, operate, and improve our Services; manage merchant accounts and process payments; personalize our cart recovery strategies; communicate with merchants; analyze usage trends; improve service quality; detect and prevent fraud; comply with legal obligations; and compile anonymized and aggregated data for statistics, research, analysis, benchmarking, and to develop, train, and improve machine learning models.
Service providers. We share information with service providers that help us run the Services, under contracts that limit how they can use it. Our main providers are Amazon Web Services (hosting, email delivery, and AI models), ClickHouse (data storage), Twilio and Infobip (text message delivery), Vercel (hosting for our website and apps), SST (error monitoring), Slack (internal bug reports), Anthropic (AI tools our engineers use for troubleshooting), Stripe and Shopify (billing), Google Workspace (email), and Attio (sales leads). If you accept cookies on our website, Google, Meta, Microsoft (Clarity), PostHog, and Unify also receive information about your visit, as described in section II.C. We store information in the United States. We do not sell consumer information we receive from merchants.
IV. SMS Communications and TCPA Compliance
LiveRecover sends SMS messages to consumers solely on behalf of our merchant customers. All messages are composed and sent by our trained human agents, who may use AI tools to help draft replies.
Consent. SMS messages are sent only to consumers who have provided prior express written consent through the merchant's checkout process or other opt-in mechanism.
Opt-Out. Consumers may opt out of SMS messages at any time by replying STOP to any message. Opt-out requests are processed immediately.
Quiet Hours. We do not send SMS messages between 9:00 PM and 8:00 AM in the recipient's local time zone.
Text Messages from LiveRecover to Our Customers and Leads
In addition to messages we send on behalf of our merchant customers, LiveRecover may send marketing and account-related text messages directly to individuals who provide their phone number on our website, including during signup. These messages may include help completing your account setup, product updates, and promotional offers. Messages are composed and sent by real members of our team.
We only send these messages to individuals who have provided prior express written consent through our website. Consent is not a condition of purchasing any goods or services. Message frequency varies, and message and data rates may apply.
You can opt out at any time by replying STOP to any message, and we will process your request immediately. Reply HELP for assistance, or contact us at support@liverecover.com. We do not send text messages between 9:00 PM and 8:00 AM in your local time zone.
V. Data Retention and Anonymized Data
We retain personal information for as long as necessary to fulfill the purposes described in this Privacy Policy. Consumer information we receive from a merchant is kept while that merchant's account is active, and then handled as follows:
- SMS conversations. Thirty-six (36) months after the last message in a conversation, we anonymize it. We remove names, phone numbers, email addresses, street addresses, and other details that identify a person, including from the text of the messages.
- After a merchant leaves. Within twelve (12) months after a merchant's account is closed, consumer information associated with that account is anonymized in the same way.
- Opt-out and consent records. We keep these for five (5) years after the last message sent to a number, so that we keep honoring opt-outs and can show that consent was given.
- Merchant billing records. Retained for seven (7) years for tax compliance.
Anonymized and aggregated data. Once information has been anonymized or aggregated so that it no longer identifies a person, we use it for statistics, analysis, research, benchmarking, to develop, train, and improve machine learning models, and to improve our Services, and we may keep it indefinitely. We maintain this data in anonymized form and do not attempt to re-identify it.
We may keep information for longer where the law requires it, or where we need it to establish, exercise, or defend legal claims. Merchants and consumers may ask us to delete information sooner, as described in Your Rights below.
VI. Your Rights
If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA). You have the right to know what personal information we collect, request deletion of your information, correct inaccurate information, opt out of data sales and sharing (including by clicking "Cookie preferences" on vyg.ai, or by sending a Global Privacy Control signal if you have not clicked Accept there), and not be discriminated against for exercising your privacy rights.
VII. Contact Us
If you have any questions about this Privacy Policy or our data practices, please contact us:
Email: support@liverecover.com
Mail: Voyage Mobile Inc., 1853 Lions Ridge Loop, Vail, CO 81657