Privacy Policy

Last updated: August 21, 2026

This Privacy Policy describes how we collect, use, and disclose your personal information when you use our App, AI Assistant ("Splash Chat"), or online store (together, the "Services"), or otherwise communicate with us. Our store and checkout are powered by Shopify; the rest of the Services (your account, the App, Splash Chat, and the data we store) run on cloud infrastructure providers such as Amazon Web Services (AWS) and Heroku, among others. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

1. Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

Contact details including your name, address, billing address, shipping address, phone number, and email address.
Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
Account information including your username, password, security questions, preferences and settings.
Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
Browser and Connection Information including information about the computer, phone, or browser you use to access the Services, your IP address, and other unique identifiers.
Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.
Crystal Water Monitor Device and Water Chemistry Data including information about your Crystal Water Monitor device ("Device"), such as its serial number, model, and firmware/software version, and the water readings it collects (for example, pH, ORP, and temperature).
Wi-Fi Network Information including your Wi-Fi network name and signal strength, which your Device uses to connect to the Services.
Device Setup and Configuration Information including the pool or spa type, equipment configuration, and installation details you provide when setting up your Device.
Push Notification Information including a device push token and your notification preferences, which we use to send you alerts (for example, water quality alerts) through the App.
Photos including test strip photos uploaded from the App for processing, photos uploaded to our AI Assistant ("Splash Chat") for processing, and photos you send us by email or through other communications with our customer care team, for example to help us troubleshoot your Device or water chemistry.
Location Information including an approximate location derived from your address (for example, your shipping or billing address). If you enable location permissions for the App, we may also collect precise geographic coordinates (e.g., GPS) from your mobile device. You can prevent the collection of precise Location Information by adjusting the App's location permissions in your mobile device's settings.
Social Media Information including information we receive when you interact with our presence on social media platforms ("Social Media Pages") connected to our website(s). Depending on your platform settings, this may include your contact details, handle, and public posts or comments.
Smart Home Integration Information including your account ID, account name, and email address from third-party platforms (such as Amazon Alexa or Google Home) when you choose to connect Crystal Water Monitor to them.
Email Open/Click Information including your email address, IP address, and the date and time you open a marketing email from us or click a link within it, collected using pixels in our email campaigns.

The following technologies may be used to collect some of the information described above on our website(s):

Cookies, which are text files stored on your device to uniquely identify your browser, remember your preferences, enable functionality, help us understand user activity, and facilitate online advertising.
Local storage technologies, like HTML5, that provide cookie-equivalent functionality but can store larger amounts of data on your device.
Web beacons, also known as pixel tags or clear GIFs, which show that a webpage or email was accessed or opened, or that certain content was viewed or clicked.

2. Personal Information Sources

We may collect personal information from the following sources:

Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
From our partners or other third parties.

3. How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.
Service Improvement. We may use de-identified and aggregated information derived from your personal information to analyze trends, develop insights, and improve our Services and create new features.

4. How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

With cloud infrastructure and technology service providers, such as Amazon Web Services (AWS) and Heroku, among others, who host, store, and operate our core Services (such as your account, the Crystal Water Monitor App, Splash Chat, and our databases) on our behalf, as well as other vendors who provide IT management, data analytics, and customer support services.
With Shopify and other commerce vendors who support our online store and checkout (e.g., payment processing, order fulfillment, and shipping).
With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites. You can exercise your rights to opt-out of those uses here.
When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products, through your use of social media widgets or login integrations, or when you connect Crystal Water Monitor to a third-party smart home platform such as Amazon Alexa or Google Home.
With our professional advisors, such as lawyers, accountants, and auditors, where necessary to facilitate the services they render to us.
With our affiliates or otherwise within our corporate group.
In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

5. Our Service Providers: Cloud Infrastructure and Shopify

5.1 Cloud Infrastructure Providers (Core Services)

Our App, your account, Splash Chat, and the databases where we store your information are hosted on cloud infrastructure from providers such as Amazon Web Services, Inc. ("AWS") and Heroku, Inc. ("Heroku"), among others we may use from time to time. These providers act as our service providers and process personal information solely on our behalf and instructions, to provide hosting, computing, storage, and related infrastructure services. They do not independently use your personal information for their own purposes.

5.2 Shopify (Online Store)

Our online store and checkout are hosted by Shopify, which collects and processes personal information about your access to and use of the store in order to provide and improve that part of the Services for you. Information you submit through the store will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve those Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy. Depending on where you live, you may exercise certain rights with respect to your personal information here: Shopify Privacy Portal Link.

6. Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

7. Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted. As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

8. Security and Retention of Your Information

We use commercially reasonable technical and organizational safeguards, including those provided by our hosting and infrastructure providers such as Shopify, AWS, and Heroku, designed to protect the personal information we collect. Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

9. AI Assistant ("Splash Chat")

9.1. What Information Is Sent to the AI Assistant

When you use Splash Chat, the following categories of information may be sent to the underlying AI model in order to generate a response:

the messages, questions, and other input you type or submit to Splash Chat;
sensor data associated with your Device and account (for example, pH, ORP, temperature, and other water chemistry readings);
test strip images or other photos you submit for analysis, and the results derived from them;
limited account and Device information reasonably necessary to generate a relevant response (for example, pool or spa type, equipment configuration, or prior conversation context); and
general reference information about pool and spa maintenance that we make available to the AI Assistant to help it generate accurate responses.

Please do not submit sensitive personal information through the AI Assistant. This includes, for example, Social Security or government ID numbers, financial account or payment card information, health or medical information about you or others, or sensitive information about anyone other than yourself. Splash Chat is designed to answer questions about your pool or spa, equipment, and water chemistry; it does not need, and you should not provide, sensitive personal information to get a useful response.

9.2. Storage of Conversations

We store your conversations with Splash Chat, including your input and the AI Assistant's responses, in our databases (hosted with providers such as AWS) in order to operate the Service, maintain your conversation history, and provide the other purposes described in this Section.

9.3. Retention

We retain Splash Chat conversation data in our own systems indefinitely, in order to maintain your conversation history, support the Service, and for the other purposes described in this Section. You may request deletion of your conversation history by contacting us at support@crystalwatermonitor.com, subject to the limitations described in Section 10.

9.4. Human Review

Conversations may be reviewed by our personnel or contractors for purposes such as investigating reported issues, responding to support requests, quality assurance, safety monitoring, and improving the accuracy and reliability of the AI Assistant. We limit human review to personnel and contractors who need access for these purposes and require them to handle conversation data in accordance with this Privacy Policy.

9.5. Use to Improve the AI Assistant

We may use conversation data, including your input, sensor and test-strip data provided in a conversation, and the AI Assistant's responses, to analyze, evaluate, and improve the accuracy, safety, and performance of Splash Chat, including to identify and correct inaccurate or unsafe responses (for example, incorrect chemical dosing guidance) and to develop and refine the system prompts, reference content, and configuration that govern how Splash Chat responds.

9.6. Third-Party AI Providers

Splash Chat is built using third-party artificial intelligence infrastructure and large language models, including models made available by Anthropic through its API. When you use Splash Chat, your input and related account and Device data described in Section 9.1 is processed by Anthropic in order to generate a response. We also use a third-party observability platform (Langfuse or successor) to log, monitor, and analyze conversation data for the purposes described in Sections 9.4 and 9.5. These third-party providers process conversation data on our behalf, subject to their own data processing and security commitments to us; they do not independently use your data for their own purposes except as necessary to provide their services to us.

10. Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

Right to Access / Know. You may have a right to request access to personal information that we hold about you.
Right to Delete. You may have a right to request that we delete personal information we maintain about you.
Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
Right to Opt out of Sale or Sharing for Targeted Advertising. Depending on where you reside, you may have a right to opt out of the "sale" or "share" of your personal information or to opt out of the processing of your personal information for purposes considered to be "targeted advertising", as defined in applicable privacy laws. You can exercise your rights to opt-out of those uses here. Please note that if you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will automatically treat this as a request to opt-out for the device and browser that you use to visit the website. If we are able to associate the device sending the signal to a Shopify account, we will apply the opt out request to the account as well. To learn more about Global Privacy Control, you can visit https://globalprivacycontrol.org/. Other than the Global Privacy Control, we do not recognize other "Do Not Track" signals that may be sent from your web browser or device.
Right to Limit Use of Sensitive Personal Information. Some of the personal information described in this Privacy Policy, such as your precise geolocation and your account log-in credentials, may be considered "sensitive personal information" under applicable privacy laws. Depending on where you reside, you may have a right to limit our use of sensitive personal information to purposes necessary to provide the Services. We do not use or disclose sensitive personal information for purposes other than those permitted by law.
Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.
Limiting Online Tracking. Most browsers let you block or remove cookies through your browser settings, including cookies used for interest-based advertising, and you can use privacy-focused browsers or extensions to block third-party trackers. You can also use the Digital Advertising Alliance and Network Advertising Initiative opt-out tools to limit interest-based advertising by participating companies. These opt-outs are specific to the device and browser on which they are set, so you will need to repeat them on each device and browser you use.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

11. Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.

12. International Transfers and U.S. Processing

We are headquartered in the United States. By using our Services, you understand and acknowledge that your personal information will be transferred to, and processed and stored in, the United States, where data protection laws may be less protective than those in your jurisdiction.

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

14. Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at support@crystalwatermonitor.com or contact us at 888 W E St, #2005, San Diego, CA, 92101, US.