Privacy Policy

Last updated: 13 February 2026

1. Introduction

DisputeShield ("we", "our", "us") is operated by SH Group FZE LLC. This Privacy Policy explains how we collect, use, and protect information when you use our chargeback protection service.

2. Information We Collect

When you install DisputeShield or connect your payment account, we access and process:

• Store data: Shop domain, email address, store name
• Order data: Order numbers, amounts, dates, items, customer names, emails, and shipping addresses (used solely for dispute evidence)
• Payment data: Last 4 digits of cards, AVS results, CVC checks, 3DS status (from Stripe — we never access full card numbers)
• Shipping data: Tracking numbers, carrier information, delivery confirmations
• Dispute data: Dispute IDs, reason codes, amounts, outcomes

3. How We Use Your Information

We use collected data exclusively to:

• Detect and respond to payment disputes (chargebacks) on your behalf
• Generate evidence packages for dispute submissions
• Submit evidence to payment networks (Visa, Mastercard) via Stripe or Shopify
• Track dispute outcomes and calculate success fees
• Send you notifications about dispute status changes
• Improve our dispute response effectiveness

4. Data Storage and Security

Your data is stored securely on encrypted servers hosted in the EU (AWS Stockholm). API keys are encrypted at rest. We implement industry-standard security measures including HTTPS encryption, access controls, and regular security audits.

5. Data Sharing

We do not sell, rent, or share your data with third parties except:

• With payment networks (Visa, Mastercard) as part of the dispute response process — this is the core function of our service
• With Stripe or Shopify APIs to submit dispute evidence on your behalf
• With Google our dispute team for generating dispute response text (no personally identifiable information is sent — only anonymised order and transaction details)
• If required by law or legal process

6. Data Retention

We retain dispute data for 18 months after dispute resolution to support potential follow-up inquiries. Store credentials are deleted immediately upon app uninstallation. You may request deletion of your data at any time by contacting us.

7. Shopify Data

When installed via Shopify, we comply fully with Shopify's API Terms of Service and data protection requirements. We only access the minimum data required to fight disputes. We respond to all GDPR data requests (access, deletion, portability) within 30 days.

8. Your Rights

You have the right to:

• Access the personal data we hold about you and your customers
• Request correction or deletion of data
• Withdraw consent and uninstall the app at any time
• Request a copy of your data in a portable format

9. Cookies

We use a single authentication cookie (ds_auth) to keep you logged into your dashboard. We do not use tracking cookies or third-party analytics on our app.

10. Changes

We may update this policy from time to time. Material changes will be communicated via email to registered merchants.

11. Contact

For privacy inquiries, contact us at [email protected].

SH Group FZE LLC, Dubai, United Arab Emirates.