Last revised: 2026-10-21
Fileflare is a digital downloads app for Shopify stores, operated by Kestrel Commerce, LLC, a Delaware limited liability company doing business as Fileflare (“Fileflare,” “we,” “us,” or “our”). This policy explains what personal information we handle, why, who we share it with, and what you can do about it.
It covers our website at fileflare.io, the Fileflare app installed in a Shopify store (served from app.digital-downloads.com), and the download pages we serve on a merchant’s own domain. Cookies on our marketing website are listed individually in our Cookie Policy.
The short version
- If you’re a merchant, we hold your store details and your files so we can deliver downloads for you, and we bill you through Shopify.
- If you bought a digital product, we hold your order and download details on the merchant’s behalf, not our own. Requests about your data start with the store you bought from.
- We record download activity — including your IP address — because that’s how download limits and fraud protection work.
- If a merchant turns on PDF stamping, your details get printed into the file you download. Section “PDF stamping” explains what and why.
- We don’t sell personal information for money. We do use third-party services to run Fileflare, and the ones that handle data in the app are listed on our Subprocessors page.
Two different roles, and why it matters
Fileflare sits between a merchant and their buyers, so we handle personal information in two distinct capacities. Which one applies changes who’s in charge of your data and who you should ask about it.
We’re the controller for information about merchants and website visitors — whoever installs Fileflare, the people who use it in the Shopify admin, and anyone browsing fileflare.io or contacting support. This policy governs that.
We’re a processor — a service provider, in U.S. state law terms — for information about a merchant’s buyers. The merchant instructs us; we act on those instructions. If you bought a digital product, the store you bought it from is the controller of your data and their privacy notice governs it. We’ve set out what we hold anyway, because you’re entitled to know.
What we collect
Merchant and account information
When you install Fileflare, Shopify provides basic store information: store name and domain, contact email address, phone number, country, and timezone. We also hold the email addresses and login details of anyone who accesses the app on behalf of your store, your app settings, your email template content, your API keys, and your support history with us.
We don’t receive or store your payment card details. Billing runs through Shopify’s app billing system.
Your files
We store the files you upload so we can deliver them to your buyers. If a file happens to contain personal information, we hold it as your processor and we don’t inspect it except in the narrow circumstances described in our Terms of Use — responding to a legal or copyright complaint, investigating suspected abuse, fixing a problem you’ve asked us to fix, or automated scanning for malware.
If you connect your own S3-compatible bucket instead, your files stay in your infrastructure and we only hold the references needed to serve them.
Buyer and order information
To deliver downloads, we process information received from Shopify or generated by the app:
- Customer name and email address, and the Shopify customer identifier.
- Order number and order details, product and variant names, product images, and quantities.
- The IP address recorded on the Shopify order.
- Billing and shipping address, where a merchant has enabled PDF stamping that uses them.
- Phone number, where a merchant has enabled a stamp that uses it.
Download activity
When someone opens a download page or downloads a file, we record the time, the file, the IP address, and browser and device details, along with bandwidth used.
This isn’t incidental logging — it’s how the product works. Download limits, unique-IP restrictions, expiry, and fraud blocking all depend on it, and merchants use the record to resolve chargebacks and delivery disputes. If a merchant enables email tracking, we also record when a delivery email was sent, opened, or clicked.
Website visitors
When you visit fileflare.io we collect standard technical information — IP address, browser and device type, pages viewed, referring site, and dates and times — through analytics and advertising tools. If you fill in a form or start a chat, we collect what you give us.
The download pages your buyers see are a different surface. They’re served on the merchant’s own domain and they don’t carry our marketing or advertising tags.
Product usage
We record how merchants use the app — features opened, actions taken, errors encountered — so we can find what’s broken and decide what to build. This is tied to a store rather than to an individual buyer.
PDF stamping
Fileflare can stamp a PDF at download time with information identifying the buyer: name, email address, phone number, order number and date, IP address, and billing or shipping address, in whatever combination the merchant configures.
It’s a deterrent. A stamped file can be traced back to whoever downloaded it, which discourages redistribution. It also means personal information is written into a file that leaves our systems and lives on the buyer’s device.
Merchants decide whether to enable stamping and which fields to use, so the merchant is responsible for whether it’s lawful where they and their buyers are, and for disclosing it in their own privacy notice. We only carry out the instruction. If you’re a buyer who’d like to know whether a file you received was stamped, ask the store you bought from.
Why we’re allowed to use it
If the GDPR or UK GDPR applies to you, these are the legal bases we rely on as controller:
- Performance of a contract: providing the app, hosting and delivering files, billing, support, and service communications.
- Legitimate interests: keeping the service secure, preventing fraud and abuse, protecting merchants against unauthorized distribution, understanding product usage, and telling existing merchants about relevant changes. We balance these against your interests, and you can object.
- Consent: marketing email to people who aren’t customers, and non-essential cookies. You can withdraw consent at any time.
- Legal obligation: tax and accounting records, responding to lawful requests, and acting on copyright notices.
Where we act as processor for a merchant’s buyer data, the merchant is responsible for having a legal basis, and our Data Processing Addendum governs our handling.
Who we share it with
We use third-party companies to run Fileflare. They only get what they need for the job we’ve hired them to do, they’re bound by contract to protect it, and they can’t use it for their own purposes. Our main categories of sub-processor are cloud hosting and file storage, email delivery, product analytics, customer support and messaging, and website analytics and advertising.
The sub-processors that handle data in the Fileflare app are listed on our Subprocessors page, naming each company and what it does, and that list forms part of our Data Processing Agreement. We’ll tell merchants before we add a new one that processes their buyers’ data. The analytics and advertising tools on our marketing website are listed in our Cookie Policy.
Alongside our sub-processors, we may disclose personal information:
- To Shopify, which is the platform Fileflare runs on and the source of most of the data we hold.
- To a merchant’s own email provider, where they’ve configured their own SMTP server or SendGrid account for delivery emails.
- To a complainant, in response to a copyright notice, to the extent needed to handle the complaint — including forwarding a counter-notice, which the law requires us to pass on.
- When the law requires it, or to respond to a valid legal request. We assess requests rather than waving them through, we push back on ones that look overbroad, and we’ll tell you unless we’re legally prevented from doing so.
- To protect our rights, our merchants, or someone’s safety, where we reasonably need to.
- In connection with a merger, acquisition, or sale of assets, in which case we’ll notify merchants before information transfers.
We do not sell personal information for money. Our marketing website runs advertising cookies, and under the California Consumer Privacy Act and several similar state laws that can count as a “sale” or as “sharing for cross-context behavioral advertising” even though no money changes hands. The Cookie Policy explains how to opt out, and we honor the Global Privacy Control signal where the law recognizes it. We never share a merchant’s buyer data, files, or download records for advertising.
Where your information goes
We’re based in the United States and our infrastructure and service providers are primarily located there, so personal information from outside the U.S. is transferred to and processed in the U.S.
For transfers out of the European Economic Area, the United Kingdom, or Switzerland, we rely on the European Commission’s Standard Contractual Clauses, with the UK Addendum or International Data Transfer Agreement where the UK GDPR applies. Copies are available on request.
How long we keep it
While Fileflare is installed, we keep your store data, files, order records, and download history so the app works and so you can answer questions about past orders.
When you uninstall, we delete your data once Shopify sends us the deletion request, within the window Shopify’s requirements set — currently 48 hours. That includes uploaded files, buyer and order data, and download records. We keep your store URL, and records we’re required to retain for legal, accounting, or audit reasons. Backups persist for a limited period before being overwritten, and deletion is permanent once complete, so export anything you need first.
Files in your own connected S3 bucket stay where they are. Deleting those is up to you.
If you want data deleted sooner, email support@fileflare.io.
How we protect it
We encrypt data in transit and at rest, serve files through short-lived signed URLs rather than public links, restrict internal access to people who need it for their work, authenticate merchants through Shopify rather than holding passwords of our own, and sign storefront requests so a download page can’t be spoofed.
Two honest caveats. No service can promise perfect security. And the access controls that protect your files from redistribution — download limits, streaming-only mode, watermarking — are deterrents rather than digital rights management, as our Terms of Use explains in more detail.
If a breach affects your personal information, we’ll notify you and the relevant authorities as the law requires.
Your rights
Depending on where you live, you may have the right to know what personal information we hold about you and get a copy; to correct it; to have it deleted; to receive it in a portable format; to object to or restrict how we use it; to withdraw consent; to opt out of targeted advertising, sale, or sharing; and not to be discriminated against for exercising any of these.
Merchants and website visitors: email support@fileflare.io and tell us what you’d like. We’ll verify who you are before acting, which usually means confirming you control the email address on the account. We respond within 30 days, or 45 where U.S. state law allows and the request is complex, and we’ll tell you if we need longer. It’s free unless a request is excessive or repetitive.
Buyers: contact the store you bought from. They control your data and we act on their instructions, so they’re the ones who can decide the outcome. If you’re not sure who to reach or you’re getting nowhere, write to us and we’ll help you find the right route — but we can’t override a merchant’s decision about their own customers’ data.
Authorized agents may submit requests on your behalf where the law allows, with proof that you’ve authorized them.
If you’re in the EEA, the UK, or Switzerland and you’re unhappy with how we’ve handled a request, you can complain to your local data protection authority. We’d appreciate the chance to sort it out first.
Marketing email
We may email merchants about product changes, and we may email people who asked to hear from us. Every marketing email has an unsubscribe link that works, and unsubscribing doesn’t affect the service emails you need to receive, like billing notices or security alerts.
Children
Fileflare is a business tool and isn’t directed at children. We don’t knowingly collect personal information from anyone under 16. If you believe a child has given us information, email support@fileflare.io and we’ll delete it.
Changes to this policy
We’ll update this page when our practices change and revise the date at the top. For changes that materially affect how we handle your personal information, we’ll notify merchants by email or in the app before they take effect.
Contact us
Questions, requests, and complaints all go to the same place, and a person reads them. Email support@fileflare.io, or write to us:
Kestrel Commerce, LLC d/b/a Fileflare
1111B S Governors Ave, Suite 3239
Dover, DE 19904
United States
Copyright notices go to copyright@fileflare.io.