Privacy policy

Last updated: September 27, 2026

SPROOVIA operates this website, online store, and character project enquiry service (the “Services”). The Services are powered by Shopify. This Privacy Policy explains how personal information is collected, used, and disclosed when you visit the site, place an order, submit an original character or fursona project enquiry, create or use an account, or otherwise communicate with us.

Please read this policy carefully. By using the Services, you acknowledge the practices described below. If this Privacy Policy conflicts with our Terms of Service concerning the collection, processing, or disclosure of personal information, this Privacy Policy controls.

Personal information we collect

Depending on how you use the Services, we may collect or process:

Contact and delivery information, such as your name, email address, phone number, billing address, and shipping address.
Order and transaction information, such as products or services requested or purchased, order history, returns, cancellations, quotes, approvals, and payment status. Payment card information is processed by Shopify and applicable payment providers; SPROOVIA does not intentionally collect or store your full payment card number.
Character project enquiry information, such as descriptions, links, reference images, intended use, budget, preferences, measurements, customization requests, delivery requirements, and communications needed to evaluate or fulfill a request.
Account information, such as login details, preferences, and account settings.
Communications, including information you provide when you contact us or request support.
Device and usage information, such as IP address, browser, device, network information, cookies, and information about how you interact with the Services.

Please do not send passwords, full payment card details, government identification, or other sensitive information unless SPROOVIA specifically requests information that is reasonably necessary for a lawful transaction.

Sources of personal information

We may receive personal information directly from you, automatically through the Services and cookies, from Shopify and service providers that support the Services, and from third parties involved in a request or transaction when reasonably necessary.

How we use personal information

We may use personal information to:

operate, maintain, tailor, and improve the Services;
review original character and fursona project enquiries, prepare quotes, confirm specifications, and arrange production, checks, payment, shipping, delivery, returns or support;
process and fulfill orders and maintain transaction records;
communicate with you about requests, orders, accounts, policies, and customer support;
detect and prevent fraud, abuse, security incidents, illegal activity, and violations of our terms;
comply with legal obligations, valid legal process, and applicable consumer or privacy requirements; and
send marketing communications where permitted. You may unsubscribe from promotional emails at any time, while continuing to receive necessary transactional messages.

Relationship with Shopify

Shopify hosts and supports the Services and processes information about your use of the store. Information submitted through the Services may be shared with Shopify and relevant providers in other countries. Shopify may independently process certain information when providing and improving its services. For more information, review the Shopify Consumer Privacy Policy and the Shopify Privacy Portal.

Cookies, analytics, and targeted advertising

Shopify and applicable service providers may use cookies and similar technologies to operate the store, remember preferences, understand usage, prevent fraud, measure performance, and support advertising where permitted. Available choices depend on your location and browser. Where applicable, you can use our Data Sharing Opt-Out page or a supported Global Privacy Control signal to request that certain data not be sold or shared for targeted advertising.

Project partners and references

We share the project materials needed to assess, design and fulfil a commission with the illustrators, embroidery specialists and production partners working on that order. Access is limited to what is needed for their role, and we require appropriate confidentiality and safeguards for those materials. Your permission for project work does not automatically permit public marketing use. We ask separately before displaying your character, references or finished commission in our portfolio, advertising or social media.

Enquiry drafts in your browser

Where browser storage is available, the commission form keeps a temporary draft in the current browser tab for up to 2 hours after your last saved change. This helps restore your answers after an interrupted or unsuccessful submission. You can use Clear draft to remove it; the saved draft is also cleared after a confirmed successful submission. This temporary browser draft is separate from the enquiry and reference materials you submit to us. Submitted correspondence follows the retention periods below, rather than the draft’s 2-hour limit.

How long we keep information

For an enquiry that does not become an order, we normally keep the correspondence and reference materials for up to 12 months after the last substantive contact so that you can resume the discussion. We then delete information no longer needed or anonymise it so that it no longer identifies you, unless a legal obligation or an active complaint or dispute requires necessary records to be kept longer. You may ask us to delete enquiry information sooner, subject to applicable requirements.

For confirmed orders, we keep the information needed to fulfil the contract, provide aftercare, document approvals and refunds, meet accounting or other legal obligations, and resolve complaints or disputes. The retention period depends on the purpose and applicable requirements; we review the need to keep these records and remove or anonymise personal information when it is no longer needed. We do not treat every customer's personal information as something to keep indefinitely.

Project source files may be retained separately to support agreed future adjustments or repeat production. We limit the personal information attached to these files and review their continued retention. If you request deletion, we will explain any information that must still be retained and why, rather than promising to erase records we are required to keep.

Security

No security method is perfect. Please use secure channels and do not send unnecessary sensitive information. You are responsible for protecting your account credentials.

Your privacy rights

Depending on where you live, you may have rights to request access to, correction of, deletion of, or a copy of certain personal information, or to opt out of certain sale, sharing, targeted advertising, or marketing uses. These rights may be limited by applicable law.

To make a request, email support@sproovia.com. We may need to verify your identity and authority before responding. We will not discriminate against you for exercising an applicable privacy right. An authorized agent may submit a request where permitted, subject to verification.

Children’s data

The Services are not intended for children, and we do not knowingly collect personal information from children under the age of majority in their jurisdiction. A parent or guardian who believes a child provided personal information may contact us to request review or deletion.

Third-party websites

The Services may link to websites operated by third parties. Their privacy and security practices are governed by their own policies, and SPROOVIA is not responsible for those independent services.

Complaints

If you have a concern about how we process personal information, contact us first so we can review it. Depending on where you live, you may also have the right to appeal a decision or complain to a data protection authority.

Changes to this policy

We may update this Privacy Policy to reflect changes to the Services, our practices, or legal requirements. We will publish the revised policy, update the date above, and provide additional notice when required.