Where is the data stored?
- Database, sign-in, files and server functions: Supabase, hosted in the European Union, in Frankfurt, Germany.
- Websites, app and e-mail server: o2switch, in France.
Some providers belong to groups based in the United States and may access data from outside the European Economic Area, for example for support or security. Those transfers are covered by the EU–US Data Privacy Framework or the European Commission’s standard contractual clauses, as described in our privacy policy.
What data does Fidelia hold about your customers?
Only what the card needs:
- first name (shown to your staff when they scan),
- e-mail address (one card per address and per card; recovering a lost card),
- language, join date, and whether they ticked the box for your news,
- the card: a random number, the wallet used, and for Apple Wallet the technical identifiers needed to update it,
- the history: stamps, points or balance, rewards, with the time, location and staff member of each action.
No surname, phone number, date of birth or payment details, and no location tracking: reminders near your shop are decided on the customer’s phone, which compares its position with your shop’s address on the card.
How is the data protected?
- Encryption in transit (HTTPS/TLS) and at rest.
- Separation between shops enforced in the database itself (row-level security): one shop can never read another’s data.
- Roles: staff see first names and the card they scan; only owners and managers see e-mail addresses, history and exports.
- Random card numbers of 128 bits; the QR code on the card contains only that number.
- An append-only history: stamps and rewards can’t be edited or deleted, only reversed by a new recorded action.
- Passwords stored as hashes, signing keys kept out of the source code, rate limits against abuse, regular backups.
- Our own team’s access is limited to support and maintenance, with individual accounts, and every support action is recorded.
Who processes the data?
| Provider | What for |
|---|---|
| Supabase | Database, sign-in, file storage, server functions (EU, Frankfurt) |
| o2switch (France) | Hosting of the websites and the app; e-mail server |
| Apple | Update notifications to cards in Apple Wallet (a technical push token only) |
| Cards in Google Wallet, for customers who use it | |
| Cloudflare | Domain name service and network protection |
| Stripe (Ireland) | Payments and invoices: shop owners’ data only, never cardholders’ |
The AI assistant in the dashboard sends the texts you type in its panel to a language model through the OpenRouter service. It never receives your customer list.
We tell you by e-mail at least 30 days before we add or replace a sub-processor of your customers’ data.
How long is data kept?
| Data | Kept |
|---|---|
| Your shop account | As long as it is open; deleted within 30 days after closing (except what the law requires us to keep) |
| Invoices | Six years after the end of the financial year (UK company and tax law) |
| Cardholder data | As long as you use Fidelia, or until you or the customer asks for erasure |
| Apple Wallet device identifiers of a deleted card | Three days, so the phone receives the deactivated card |
| E-mail conversations in your inbox | 24 months after the last message, or at once when the customer is erased |
| Salted IP hashes (join page, call-back form) | One day |
| Call-back requests | Twelve months |
| Server logs | At most 30 days |
| Support messages | Up to two years after the last exchange |
When you delete a customer, their first name and e-mail address are removed at once and their card stops working in the wallet; the anonymous history stays so your stats remain correct.
The legal documents
Fidelia is a brand of Metadia Ltd, established in the United Kingdom; data accessed by our team from the UK is covered by the European Commission’s adequacy decision, the UK GDPR and the Data Protection Act 2018. For a privacy question, write to hello@fidelia.se. You can also contact the Swedish Authority for Privacy Protection, IMY (imy.se).