Legal & Policies

Privacy Policy

Your privacy matters to us. This policy explains what information we collect, how we use it, and the choices you have — in plain language.

Last updated: October 5, 2026

AI Assistants

Talking With Our AI Assistants

Our websites and phone line offer AI assistants (such as "Cassidy") that can answer product questions, look up orders and pricing, help with quotes and trade applications, and connect you with our team. You can reach them by text chat, by voice, or through a video avatar. You are talking with an AI, not a person, unless you are transferred to a member of our staff.

Conversations are recorded. Before you start a chat, voice, or video session on our website, we ask for your consent. When you call our AI phone line, the assistant tells you the call is recorded. If you continue, you consent to that recording.

What we collect during a conversation:

• What you type or say, including audio recordings of voice and video sessions and written transcripts
• Details you choose to share, such as your name, email, phone number, company, project details, and order or quote numbers
• Basic context that helps the assistant help you, such as the page you are on, items in your cart, your language, and whether you are signed in to a trade account
• For phone calls, your phone number and call details (time and length)

The video avatar is the assistant's face. We do not turn on or record your camera.

How we use it: to answer your questions and complete what you ask for (for example, creating a quote or draft order, checking an order status, or submitting a trade application); to pass your request to the right sales representative; to keep records of what was discussed; and to improve the quality and accuracy of our service. We do not sell your conversations.

Who processes your conversations: we use trusted service providers to run our AI assistants, and they process your conversations on our behalf. These currently include:

• ElevenLabs: voice, chat, transcription, and conversation records
• Anthropic: the AI language model that writes the assistant's responses
• Anam: the video avatar
• Twilio: phone calls
• Our ecommerce, order management, and customer service systems (such as Shopify and NetSuite), so the assistant can look up products, pricing, and orders and hand off to our team

Each provider has its own privacy policy, and some may process data outside your state or country.

How long we keep it: we keep conversation recordings and transcripts for up to [24 months], unless we need them longer for an open order, a warranty or customer service matter, or a legal requirement. You may ask us to delete your conversations sooner at any time (see "Contact Us" below).

Please don't share sensitive information. Never give the assistant credit card numbers, bank details, passwords, or government ID numbers. It will never ask for them. Payments are handled only through our secure checkout.

Our store runs on Shopify. We use Google Analytics to understand which pages are most viewed, and Klaviyo to send emails and texts you have signed up for. For our AI assistants, see AI Assistants below.

Information We Collect

What We Collect & Why

When you purchase something from our store, we collect personal information you provide — such as your name, address, and email address — as part of the buying and selling process.

When you browse our store, we also automatically receive your computer's IP address, which helps us understand your browser and operating system for site improvement purposes.

Consent

How We Handle Your Consent

When you provide personal information to complete a transaction — placing an order, verifying a credit card, arranging delivery, or processing a return — we consider that implied consent to collect and use that information for that specific purpose only.

If we need your information for a secondary reason, such as marketing, we will ask for your express consent or give you a clear opportunity to decline.

Withdrawing consent: You may withdraw your consent at any time by contacting us at sales@whiteriver.com or by mail at:

Disclosure

When We Share Your Information

We may disclose your personal information if required by law or if you violate our Terms of Service.

Payment security: If you use a direct payment gateway, your credit card data is encrypted via PCI-DSS standards. Transaction data is stored only as long as necessary to complete your purchase, then deleted. All payment gateways we use adhere to PCI-DSS requirements managed by the PCI Security Standards Council.

Third-Party Services

Vendors & Service Providers

We do not rent, sell, or share your personal information with third parties except as necessary to provide products or services you've requested, or with your permission. Third-party providers we use will only collect, use, and disclose your information to the extent required to perform their services.

Certain providers — such as payment gateways — have their own privacy policies. We recommend reviewing those policies to understand how your information is handled. Note that providers located in other jurisdictions may be subject to the laws of that jurisdiction.

Once you leave our website or are redirected to a third-party site, this Privacy Policy no longer applies.

Our store uses Google Analytics to help us understand who visits our site and which pages are most viewed.

Security

How We Protect Your Data

We take reasonable precautions and follow industry best practices to ensure your personal information is not lost, misused, accessed without authorization, disclosed, altered, or destroyed.

Credit card information is encrypted using SSL technology and stored with AES-256 encryption. While no method of internet transmission is 100% secure, we follow all PCI-DSS requirements and implement additional industry-standard safeguards.

Cookies

Cookies We Use

Here is a list of cookies used on this site so you can choose whether to opt out.

Policy Updates

Changes to This Privacy Policy

We reserve the right to modify this policy at any time. Changes take effect immediately upon posting. We encourage you to review this page periodically. If we make material changes, we will note the update here so you are aware of what information we collect, how we use it, and under what circumstances we disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to serve you.

Questions

Contact Us

If you would like to access, correct, amend, or delete any personal information we hold about you, register a complaint, or simply want more information, please reach out: