Support form privacy notice
Who runs ÉLAN support, what the support form collects and why, who processes it, how long it's kept, and how to ask for it to be deleted.
Theme version 1.0.0Updated
On this page
This notice covers the support form on this site. The rest of the site uses no cookies, analytics or tracking. Your light or dark theme choice is kept only in your own browser.
Who we are
ÉLAN and its support are provided by the theme’s developer, Shah Abdul Hayee, based in Pakistan. For anything about your data, email [email protected] or reply to any support email.
What we collect
When you send a support request, we receive:
- your first and last name, and your email address
- your Shopify store URL
- the theme, preset and version you choose
- your description of the problem, and any images you attach
- whether you’d grant collaborator access if needed
Your connection’s IP address is used for spam and abuse protection (below). It isn’t sent with your request or stored as written.
We don’t ask for phone numbers, budgets or marketing preferences, and we never use your details for marketing. Please don’t include passwords, payment details or customers’ personal data in the description or screenshots.
Why, and on what basis
We use your details only to answer your request, to follow up on it, and to fix problems in the theme that it reveals. Your email address receives a confirmation and our replies. We process this information because you asked us to help you (our legitimate interest in providing theme support, and taking steps you’ve requested).
Who processes it
- Cloudflare hosts this site and runs the form’s server code. It stores your request in a database (Cloudflare D1) and your images in private file storage (Cloudflare R2). Neither is public: only our support team can open them, with a private access key. Cloudflare also provides Turnstile, the spam check on the form. Turnstile looks at signals from your browser, such as your IP address and browser type, only to tell people from bots. See Cloudflare’s Turnstile privacy addendum (opens in a new tab).
- Resend delivers the support emails: your request to our support inbox, and your confirmation.
- Cloudflare Email Routing forwards mail sent to our support address to our inbox, and Google (Gmail) hosts that inbox, which stores your request and our replies.
These providers may process information outside your country, including in the United States.
How long we keep it
We keep your request while we’re working on it, and for a limited time after it’s resolved, in case the same problem comes back.
| What | Kept for |
|---|---|
| Your request (name, email, store, description) and our replies, in our support system and inbox | Until the request is resolved, then 12 months |
| Your images, in our private file storage and inbox | Until the request is resolved, then 30 days |
| Spam protection: a keyed one-way hash of your IP address and of your email address | Up to 3 days, then deleted automatically |
| Email content and delivery records at Resend | 30 days, then deleted by Resend |
A request is resolved when we’ve answered it and nothing more is needed. If you write again about the same request, it’s reopened and the clock stops. Requests the spam check flags as automated are kept for review for 30 days, then deleted.
Your rights
You can ask to see, correct or delete what you’ve sent us, or object to how we use it. Reply to your confirmation email, or contact us at the address above, and include your reference number if you have it. We’ll respond within two business days and complete the request within one month.
If you’re not satisfied with our answer, you can complain to the data protection authority where you live.
Changes
We’ll update this notice if what the form collects or how long we keep it changes. Last updated 2 November 2026.
Related guides
Didn’t find what you need? Contact ÉLAN support. We reply within two business days.