Last Updated: June 13, 2026

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Milkyway X, Inc. ("Milkyway," "we," "us," or "our") respects privacy and is committed to protecting personal information.

This Privacy Policy explains how we collect, use, disclose, retain, and protect information when you visit milkywaydelivery.com, install or use the Milkyway Delivery Shopify app, use our delivery request tools, communicate with us, or otherwise interact with the Milkyway Delivery platform.

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Website: milkywaydelivery.com
Contact: support@milkywaydelivery.com

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1. Scope and Who This Policy Covers

This Privacy Policy applies to information we process in connection with:

visits to our website;
installation or use of the Milkyway Delivery Shopify app;
Merchant accounts, dashboards, settings, and delivery workflows;
Delivery Requests, returns, transfers, and related courier coordination;
Package Protection and Reimbursement Requests;
customer support, email, SMS, and operational communications;
analytics, cookies, pixels, session analytics, and similar technologies; and
marketing, advertising, and business communications.

Milkyway operates a technology platform that helps businesses coordinate local delivery, return, transfer, and related courier requests through independent third-party courier networks and Couriers.

Milkyway is not a carrier, courier, common carrier, bailee, warehouse, freight forwarder, logistics provider, insurer, insurance producer, or insurance provider. Milkyway does not employ Couriers and does not operate a dedicated delivery fleet.

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2. Our Role in Processing Personal Information

Milkyway may process personal information in different roles depending on the context.

Merchant and Shopify order data. When a Merchant uses the Milkyway Delivery Shopify app or submits Delivery Requests involving Merchant customers or Receivers, Milkyway generally processes that information to provide services requested by the Merchant. This includes creating, routing, tracking, supporting, and documenting Delivery Requests.

Website, account, support, security, analytics, and marketing data. When we collect information from website visitors, Merchant users, prospects, support contacts, or users interacting directly with Milkyway, we may process that information for our own business purposes. This includes operating the Platform, providing support, improving services, securing the Platform, measuring performance, and marketing to prospective Merchants.

Merchants are responsible for providing any required privacy notices to their own customers and Receivers, including notices about the use of third-party delivery providers and delivery-related communications.

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3. Definitions

Merchant means a business that uses Milkyway to request delivery, return, transfer, or related services.

Receiver means the intended recipient listed on a Delivery Request.

Courier means an independent third-party delivery provider or courier network that performs pickup, delivery, return, transfer, or related courier services.

Delivery Request means a request submitted through the Milkyway platform to coordinate pickup, delivery, return, transfer, or related courier service.

Package Protection means Milkyway's optional, limited contractual reimbursement service, governed by the Package Protection Terms.

Reimbursement Request means a request for reimbursement under the Package Protection Terms. A Reimbursement Request is not an insurance claim.

Personal Information means information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked with an individual or household, depending on applicable law.

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4. Information We Collect

4.1 Information Merchants Provide

We may collect information provided by Merchants and authorized Merchant users, including:

name;
business name;
email address;
phone number;
billing and account information;
Shopify store information;
pickup locations;
account settings and preferences;
user permissions and app configuration;
support messages and communications; and
information submitted in connection with Delivery Requests or Reimbursement Requests.

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4.2 Information Received From Shopify and Merchant Systems

When a Merchant installs or uses the Milkyway Delivery Shopify app or related integrations, we may receive information needed to provide the requested services, including:

Shopify store identifiers and shop details;
order IDs and fulfillment details;
recipient or customer name;
pickup and drop-off address;
phone number or email address where needed for delivery communication;
delivery instructions;
package details;
Declared Value, where applicable;
delivery status information;
return or transfer request details; and
other order, fulfillment, or merchant workflow data needed to operate the Platform.

We aim to collect and use Shopify customer data only as needed to provide and support the Milkyway Delivery services requested by the Merchant.

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4.3 Delivery, Return, and Courier Transaction Information

We may collect and process information related to Delivery Requests, including:

pickup and drop-off information;
delivery timing preferences;
Courier acceptance, pickup, delivery, failure, cancellation, and return events;
status updates and tracking events;
courier-network reference IDs;
Photo Proof of Delivery or other completion evidence, where available;
Delivery Timestamp;
failed delivery information;
support records related to a Delivery Request; and
information needed to review operational issues or Reimbursement Requests.

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4.4 Website, App, Device, and Usage Information

When you use our website, app, dashboard, emails, or related online services, we may automatically collect:

IP address;
approximate location derived from IP address;
browser type;
operating system;
device type;
referring URLs;
pages viewed;
clicks and navigation events;
time on page;
feature usage;
log data;
app performance data;
error data; and
other technical information about how the Platform is accessed and used.

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4.5 Cookies, Pixels, Tags, and Similar Technologies

We and our vendors may use cookies, pixels, tags, local storage, SDKs, scripts, and similar technologies for:

essential website and app functionality;
authentication and security;
analytics and performance measurement;
session analytics and product improvement;
fraud prevention and debugging;
advertising measurement;
remarketing and campaign optimization; and
understanding how users interact with our website and Platform.

This may include cookie IDs, device IDs, ad identifiers, referral data, page views, click events, conversion events, and similar internet or electronic network activity information.

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4.6 Session Analytics and Product Analytics

We may use session analytics, product analytics, or similar tools to understand how users interact with our website, dashboard, and Platform. These tools may collect information such as clicks, page views, navigation patterns, device information, browser information, and usage events.

Where feasible, we configure these tools to limit or mask sensitive fields and avoid intentionally collecting sensitive personal information through session recordings or analytics. However, Merchants and users should avoid entering sensitive information into fields not intended for that purpose.

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4.7 Communications and Support Information

If you contact us, submit a support request, respond to an email, communicate by SMS, or otherwise interact with Milkyway, we may collect:

contact information;
message content;
attachments or screenshots you provide;
support history;
delivery issue details;
Reimbursement Request information;
communication preferences; and
related metadata.

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4.8 Marketing and Advertising Information

If you interact with our website, ads, emails, forms, or marketing campaigns, we may collect:

contact information you provide;
business information;
referral source;
campaign source;
ad click information;
conversion events, such as visiting a pricing page, installing the app, submitting a form, or booking a call;
email engagement information; and
cookie, pixel, or device identifiers used for measurement or remarketing.

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5. How We Use Information

We use personal information for the following purposes:

providing, operating, and maintaining the Platform;
creating, routing, managing, and tracking Delivery Requests;
coordinating delivery, return, transfer, and related courier services;
communicating delivery status updates to Merchants and, where enabled, Receivers;
sending operational emails, SMS messages, and dashboard notifications;
providing customer support;
reviewing delivery issues and Reimbursement Requests;
verifying Package Protection eligibility under the Package Protection Terms;
maintaining account settings, app configuration, and merchant workflows;
syncing information with Shopify and other Merchant-authorized integrations;
processing billing, subscriptions, and payments;
preventing fraud, abuse, unauthorized use, and unsafe activity;
enforcing the Terms of Service, Package Protection Terms, and Prohibited Items & Community Guidelines;
protecting the rights, safety, property, and security of Milkyway, Merchants, Receivers, Couriers, courier networks, and the public;
analyzing website, app, and Platform performance;
debugging, testing, improving, and developing features;
measuring marketing and advertising performance;
sending service announcements, administrative messages, and business communications;
marketing Milkyway to prospective and existing Merchants, subject to applicable choices and opt-outs;
complying with legal, tax, accounting, regulatory, and contractual obligations; and
any other purpose disclosed at the time of collection or with your consent.

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6. How We Disclose Information

We may disclose personal information as described below.

6.1 Merchants and Authorized Merchant Users

We may make delivery, order, status, support, and account information available to the Merchant and authorized Merchant users associated with the applicable account, store, order, or Delivery Request.

6.2 Courier Networks and Couriers

We share information needed to complete or support Delivery Requests with courier networks and Couriers, such as:

recipient name;
pickup address;
drop-off address;
phone number or contact instructions where needed;
delivery instructions;
package details;
delivery timing information; and
other operational information needed to complete or support the requested service.

Courier networks and Couriers may process information under their own rules, systems, and privacy practices.

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6.3 Shopify and Merchant-Authorized Integrations

We may disclose or receive information through Shopify and other Merchant-authorized integrations to support order syncing, fulfillment workflows, delivery status updates, app configuration, and related services.

Shopify and other third-party integrations may have their own privacy practices.

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6.4 Service Providers and Vendors

We may disclose information to vendors and service providers that help us operate our business and Platform, including providers of:

hosting and cloud infrastructure;
databases and storage;
analytics and product analytics;
customer support tools;
email, SMS, and communications;
payment processing and billing;
fraud prevention and security;
mapping and address validation;
logging, monitoring, and error reporting;
business operations; and
legal, accounting, and compliance services.

These vendors are permitted to process personal information to provide services to us and as otherwise allowed by applicable contracts and law.

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6.5 Advertising and Analytics Partners

We may disclose website, device, cookie, pixel, conversion, and internet activity information to analytics and advertising partners, including advertising platforms, to measure ad performance, understand website usage, improve campaigns, and conduct remarketing.

Depending on your state of residence and the technologies used, this may be considered "sharing" for cross-context behavioral advertising, "targeted advertising," or a "sale" under applicable privacy laws.

We do not sell personal information for money.

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6.6 Legal, Safety, and Enforcement

We may disclose information where we believe it is reasonably necessary to:

comply with law, legal process, subpoenas, court orders, or government requests;
enforce our Terms of Service, Package Protection Terms, or Prohibited Items & Community Guidelines;
prevent fraud, abuse, security incidents, or unsafe activity;
protect rights, property, safety, or security;
cooperate with courier networks, law enforcement, regulators, payment processors, platform partners, or other third parties in connection with suspected unlawful activity, prohibited items, fraud, abuse, or safety risks; or
establish, exercise, or defend legal claims.

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6.7 Business Transfers

We may disclose or transfer information in connection with a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, change of control, or similar business transaction.

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6.8 Deidentified or Aggregated Information

We may use and disclose deidentified, aggregated, or anonymized information for analytics, product improvement, benchmarking, research, marketing, or other lawful business purposes, provided it does not reasonably identify an individual.

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7. Cookies, Analytics, Advertising, and Your Choices

We use cookies and similar technologies for essential functionality, analytics, performance, security, advertising measurement, and remarketing.

You can control cookies through browser settings and, where available, through our cookie preference tools. Blocking cookies may impact website or Platform functionality.

You may also be able to control certain advertising cookies through industry opt-out tools or platform-level settings provided by advertising partners.

Where required by applicable law, we honor recognized opt-out preference signals, such as Global Privacy Control, for browsers or devices that communicate those signals in a manner we can recognize.

If our website uses technologies that constitute sale, sharing, or targeted advertising under applicable privacy laws, you may opt out through the choices described in this Privacy Policy.

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8. SMS, Email, and Delivery Communications

We may send operational communications related to Delivery Requests, returns, support, account activity, billing, security, and Platform administration.

If SMS delivery notifications are enabled, we may send SMS messages to Merchants, Receivers, or other contacts involved in a Delivery Request. If you provide a Receiver's phone number, you represent that you have the right to provide it and that any required consent has been obtained for delivery-related operational communications.

Recipients may opt out of SMS by replying STOP where applicable. Recipients may request help by replying HELP. Message and data rates may apply.

You may opt out of marketing emails by using the unsubscribe link in those messages. Even if you opt out of marketing messages, we may still send non-marketing messages related to your account, transactions, security, support, or legal notices.

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9. Package Protection and Reimbursement Requests

If Package Protection is enabled or a Reimbursement Request is submitted, we may collect and process information needed to evaluate the request under the Package Protection Terms, including:

Delivery Request details;
Declared Value;
delivery status events;
PPOD or other completion evidence;
cost invoices or purchase records establishing COGS;
photos of damaged items or packaging;
written confirmation from the Receiver;
support communications; and
other information reasonably needed to review the request.

Package Protection is not insurance. A Reimbursement Request is not an insurance claim.

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10. AI-Assisted Support and Automation

We may use automation and AI-assisted tools to help with customer support and internal operations, such as categorizing tickets, summarizing support history, drafting responses, detecting abuse, or improving response quality.

We do not intend to submit sensitive customer data, such as full delivery addresses, phone numbers, payment details, or identification documents, into general-purpose AI tools for ad hoc prompting. Where AI-assisted tools are used, we aim to use them in a limited, business-appropriate manner and subject to reasonable confidentiality and security controls.

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11. California and U.S. State Privacy Notice

This section provides additional information for residents of states with privacy laws that may apply to our processing of personal information, including California.

Depending on where you live and whether a particular law applies to Milkyway or to a specific processing activity, you may have rights to:

know or access personal information collected about you;
request deletion of personal information;
request correction of inaccurate personal information;
receive a copy of certain personal information in a portable format;
opt out of sale, sharing, targeted advertising, or profiling where applicable;
limit certain uses and disclosures of sensitive personal information where applicable; and
appeal a privacy rights decision where applicable.

We do not discriminate against you for exercising privacy rights.

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11.1 Notice at Collection, Categories of Personal Information

We may collect the following categories of personal information.

Identifiers. This may include name, business name, email address, phone number, account identifiers, Shopify store identifiers, IP address, and similar identifiers. We use this information for account setup, delivery coordination, support, communications, security, billing, analytics, and marketing. We may disclose this information to Merchants, courier networks, Couriers, Shopify and merchant-authorized integrations, vendors, analytics providers, and advertising partners where applicable. We do not sell this information for money. Certain online identifiers may be shared for advertising, remarketing, analytics, or measurement where applicable. Merchant account data may be retained for the life of the account plus up to 7 years where needed for legal, tax, accounting, audit, or dispute purposes. Website and advertising identifiers are generally retained up to 24 months or according to cookie settings, opt-outs, and vendor settings.

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Commercial and transaction information. This may include order IDs, fulfillment details, Delivery Request details, package details, Declared Value, delivery status, return details, and related transaction records. We use this information for delivery coordination, fulfillment support, customer support, Package Protection review, fraud prevention, compliance, billing, and dispute resolution. We may disclose this information to Merchants, courier networks, Couriers, Shopify and merchant-authorized integrations, and vendors. This information is not sold for money. Delivery transaction records are typically retained for 24 months, longer where needed for disputes, Reimbursement Requests, fraud prevention, legal, tax, accounting, or safety reasons.

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Customer and Receiver information. This may include recipient name, delivery address, phone number, delivery instructions, and contact details needed for delivery. We use this information to coordinate deliveries, provide delivery notifications, support issue resolution, review Reimbursement Requests, prevent fraud, and operate the Platform. We may disclose this information to Merchants, courier networks, Couriers, and vendors as needed to provide the requested services. We do not sell Receiver delivery address information for money or share it for cross-context behavioral advertising. Customer and Receiver information is typically retained as part of delivery transaction records for 24 months, longer where needed for disputes, Reimbursement Requests, fraud prevention, legal, tax, accounting, or safety reasons.

Internet or electronic network activity information. This may include website visits, clicks, referral URLs, page views, time on page, app usage, session analytics, log data, device information, browser information, and similar usage data. We use this information for website and app operation, analytics, debugging, product improvement, security, advertising measurement, and remarketing. We may disclose this information to analytics providers, advertising partners, hosting providers, logging vendors, and other service providers. This information may be shared for cross-context behavioral advertising, targeted advertising, analytics, or measurement where applicable. It is typically retained up to 24 months, subject to cookie settings, opt-outs, and vendor settings.

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Approximate location and delivery location information. This may include approximate location derived from IP address, pickup address, drop-off address, and courier-network status or location events where provided. We use this information for delivery coordination, routing, fraud prevention, support, analytics, and operational troubleshooting. We may disclose this information to courier networks, Couriers, Merchants, and vendors as needed to provide the requested services. Delivery address data is not sold for money or shared for cross-context behavioral advertising. Approximate IP location data may be processed by analytics or advertising vendors where applicable. Delivery location records are typically retained for 24 months. Website analytics location data is generally retained up to 24 months or according to cookie settings and vendor settings.

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Audio, visual, or similar information. This may include Photo Proof of Delivery, delivery-completion evidence, and photos submitted for support or Reimbursement Requests. We use this information for delivery documentation, support, Package Protection review, dispute resolution, fraud prevention, and safety. We may disclose this information to Merchants, courier networks, vendors, and legal or safety recipients where needed. This information is not sold for money. PPOD is typically retained for 180 days, longer where needed for support, Reimbursement Requests, disputes, fraud prevention, legal obligations, or safety issues.

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Professional or business information. This may include Merchant role, business contact details, company name, store information, and related business information. We use this information for account management, support, sales, customer success, marketing, billing, and business operations. We may disclose this information to vendors, CRM providers, support tools, analytics providers, and advertising partners where applicable. We do not sell this information for money. It may be used or shared for B2B marketing or advertising where applicable. It may be retained for the life of the business relationship plus up to 7 years where needed for legal, tax, accounting, audit, business record, or dispute purposes.

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Communications and support information. This may include emails, SMS content, support tickets, screenshots, issue descriptions, Reimbursement Request communications, and related metadata. We use this information for support, issue resolution, quality improvement, fraud prevention, compliance, and legal purposes. We may disclose this information to support vendors, communications vendors, legal or safety recipients, and other service providers where needed. This information is not sold for money. It is typically retained for 24 months, longer where needed for disputes, fraud prevention, legal, tax, accounting, or compliance obligations.

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Sensitive personal information, where applicable. This may include account login credentials, precise access details if provided, delivery instructions that may reveal sensitive information, or other information treated as sensitive under applicable law. We use this information only as reasonably necessary to provide the Platform, coordinate Delivery Requests, secure accounts, process support requests, comply with law, prevent fraud, or fulfill other disclosed purposes. We do not sell or share sensitive personal information for cross-context behavioral advertising. Sensitive personal information is retained only as reasonably necessary for the purpose collected, security, legal, dispute, or operational needs.

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11.2 Do We Sell or Share Personal Information?

We do not sell personal information for money.

We may share certain identifiers, internet activity information, cookie IDs, device information, ad interaction data, conversion events, and similar online activity information with advertising or analytics partners for cross-context behavioral advertising, targeted advertising, remarketing, analytics, or ad measurement.

Depending on your state of residence and the technologies used, this may be considered "sharing," "targeted advertising," or a "sale" under applicable privacy laws.

We do not knowingly sell or share personal information of individuals under 16 years old.

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11.3 Sensitive Personal Information

We do not use or disclose sensitive personal information for purposes that would require a right to limit under California law, unless otherwise disclosed or permitted by law.

We use sensitive personal information, where collected, only as reasonably necessary to provide the Platform, coordinate Delivery Requests, secure accounts, process support requests, comply with law, prevent fraud, or fulfill other disclosed purposes.

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11.4 How to Opt Out of Sale, Sharing, or Targeted Advertising

You may opt out of sale, sharing, or targeted advertising where applicable by:

emailing support@milkywaydelivery.com with the subject line "Privacy Request";
using a "Do Not Sell or Share My Personal Information" link, privacy choices page, or cookie preference tool where made available on our website;
using browser-based opt-out preference signals, such as Global Privacy Control, where supported and legally required; or
adjusting cookie, browser, or platform-level advertising settings where applicable.

If you use different browsers or devices, you may need to apply your choices separately.

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11.5 Submitting Privacy Requests

To submit a privacy request, email support@milkywaydelivery.com with the subject line "Privacy Request."

Please describe the request and provide information reasonably needed to verify your identity or authority. We may need to verify your identity, your relationship to a Merchant account, or your authority to act as an authorized agent.

For Receiver or customer information obtained through a Merchant's Shopify store or order workflow, we may direct the request to the Merchant or coordinate with the Merchant where appropriate.

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11.6 Authorized Agents

You may use an authorized agent to submit a privacy request where permitted by law. We may require proof that the agent is authorized to act on your behalf and may require you to verify your identity directly with us.

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11.7 Appeals

Where required by applicable state privacy law, you may appeal our decision on a privacy request by replying to our response or emailing support@milkywaydelivery.com with the subject line "Privacy Appeal."

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12. Retention

We retain personal information only as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide the Platform, support Delivery Requests, maintain business records, comply with legal, tax, accounting, and regulatory obligations, prevent fraud and abuse, resolve disputes, enforce agreements, and protect rights and safety.

Typical retention periods include:

Merchant account data: for the life of the Merchant account, plus up to 7 years where needed for legal, tax, accounting, audit, or dispute purposes;
Delivery transaction records: typically 24 months, longer where needed for disputes, Reimbursement Requests, fraud prevention, legal obligations, tax, accounting, or safety reasons;
Photo Proof of Delivery: typically 180 days, longer where needed for support, Reimbursement Requests, disputes, fraud prevention, legal obligations, or safety reasons;
Support communications: typically 24 months, longer where needed for disputes, fraud prevention, legal, tax, accounting, or compliance obligations;
Marketing and analytics data: typically up to 24 months, subject to cookie settings, opt-outs, and vendor settings; and
Billing, tax, accounting, and legal records: up to 7 years or longer where required or permitted by law.

We may retain deidentified, aggregated, or anonymized information for longer periods where it does not reasonably identify an individual.

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13. Security

We use reasonable administrative, technical, and physical safeguards designed to protect personal information. These may include access controls, authentication, encryption where appropriate, logging, vendor controls, data minimization, and internal security practices.

No method of transmission or storage is 100 percent secure. We cannot guarantee absolute security.

You are responsible for maintaining the confidentiality of your account credentials and for ensuring that only authorized users access your Merchant account.

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14. International Users

Milkyway is based in the United States. If you access the Platform from outside the United States, your information may be processed in the United States and other jurisdictions where we or our vendors operate.

By using the Platform, you understand that your information may be transferred to and processed in countries that may have privacy laws different from those in your location.

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15. Children's Privacy

The Platform is intended for business use and is not directed to children. We do not knowingly collect personal information from children under 13. We do not knowingly sell or share personal information of individuals under 16.

If you believe a child has provided personal information to us, contact us at support@milkywaydelivery.com.

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16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we do, we will post the updated version with a revised "Last Updated" date. Material changes may also be communicated through the website, app, dashboard, or other appropriate channels.

Your continued use of the Platform after an updated Privacy Policy becomes effective means you acknowledge the updated Privacy Policy.

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17. Contact Us

Questions, privacy requests, or opt-out requests may be sent to:

Milkyway X, Inc.
Email: support@milkywaydelivery.com
Website: milkywaydelivery.com

Please use the subject line "Privacy Request" for privacy rights requests.