Privacy Policy

Overview

This Privacy Policy explains how MatterSnail LLC (“MatterSnail,” “we,” or “us”) collects, uses, shares, and protects information when you use our platform to send physical USPS mail from your browser. It applies to our website and the MatterSnail service (together, the “Service”). Your use of the Service is also governed by our Terms of Service.

The short version: we collect what we need to print, mail, track, and bill your mailings; we share it only with the providers who make those steps happen; we never sell it or use it for advertising; uploaded document files are automatically deleted 14 days after upload; the optional AI features never see the contents of your documents; and our own staff reach your account data only to run and support the Service, with that access recorded.

Information we collect

Account information. Your name, email address, and profile picture, provided through our sign-in provider, plus preferences you set such as timezone, appearance, and notification settings. We do not store your password; sign-in is handled by our authentication provider.
Team and billing information. Team name, member roles and invitations, billing contact email, and billing address. Payments are processed by our payment processor; we do not store full card numbers, only a reference to the payment method (such as its type and last four digits).
Mailing content. The documents you upload for printing, along with mailing details such as titles, case or matter numbers, envelope taglines, and the mail services and add-ons you select.
Recipient and return addresses. Names, companies, postal addresses, and any email addresses or phone numbers you provide for mail recipients and return addresses, including entries you save to your address books.
Delivery and tracking data. USPS tracking numbers, scan histories, and delivery statuses for each recipient of a mailing.
Integration data. If you connect Clio, we store the access credentials for the connection and the contacts, matters, and documents you choose to import, and we record the expenses and notes you choose to send back to Clio.
Usage and technical data. Log and session data such as IP address, browser type, pages visited, and actions taken in the Service, used for security, debugging, and operating the platform.
Communications. Messages you send us, such as support requests.
Contact form enquiries. If you write to us through our contact form before creating an account, we collect the name, email address, optional firm name, and message you provide, along with your IP address and the page you arrived from. We use this information only to respond to you. Submissions our spam checks flag are kept out of our inbox but retained so that a real message caught by mistake can be recovered.

Information about recipients

When you add recipients to a mailing, you are providing us personal information about people other than yourself. We process that information on your behalf and only as needed to print, mail, track, and (if AI features are enabled) summarize your mailings. You are responsible for ensuring you have a lawful basis to mail those recipients and to share their information with us. We do not use recipient information for our own marketing, and we do not contact recipients except as required to deliver the mail itself.

How we use information

Providing the Service. Printing, stuffing, and handing your mailings to the USPS, tracking delivery, and generating records such as Proof of Service documents, Certificates of Acceptance, and return receipts.
Billing. Metering usage, processing subscription and per-mailing charges, applying credits, and enforcing spending safeguards.
Notifications. Transactional emails such as team invitations and the mailing status digest, which you can turn off or mute per mailing in your notification settings.
Optional AI summaries. As described in the next section, if your team has enabled them.
Security and support. Preventing fraud and abuse, debugging problems, and responding to your requests.
Legal compliance. Meeting our legal obligations and enforcing our Terms.

We do not sell personal information, and we do not use your information for third-party advertising.

Optional AI features

MatterSnail offers optional AI features that generate plain-language summaries of where your mailings stand. These features are off unless your team enables them, and a team owner or administrator can disable them at any time in team settings.

What is shared with the AI model: delivery metadata only. This includes recipient names, company, city, and state; the mail service used; tracking statuses and their dates; the mailing’s title and submission date; and delivery counts.
What is not shared: the contents of your uploaded documents. Document files are not read by, sent to, or processed by an AI model.
Summaries are generated by a third-party AI provider through its commercial API, under terms that do not allow your data to be used to train the provider’s models.
Disabling AI features immediately stops new summaries and deletes all previously generated summaries and digests for the team.
AI output may be inaccurate. Summaries are provided for convenience and should not be treated as an authoritative record.

We share information only as needed to run the Service:

Print-and-mail fulfillment partner. Receives your documents, recipient and return addresses, and selected mail services so mailings can be printed and handed to the USPS, and returns tracking data to us. It keeps its own production records of the orders it fulfills, including copies of the printed documents, under its own retention practices.
USPS. Physically transports and delivers your mail and generates tracking scans.
Payment processor. Processes payments and stores payment methods on our behalf.
Authentication provider. Handles sign-in and account credentials.
Cloud hosting and storage provider. Hosts the Service and stores uploaded documents.
AI provider. Receives delivery metadata only, and only if your team has enabled AI features.
Email delivery providers. Send transactional email such as invitations and status digests.
Clio. Only if you connect the integration, and only the data you choose to import from or send to Clio.
MatterSnail personnel. Authorized members of our own staff can access account data to run and support the Service, as described in the next section.
Your team. Teammates can see the team’s mailings, documents, addresses, and delivery information consistent with their role.
Legal and safety. We may disclose information if required by law or to protect the rights, safety, or property of MatterSnail, our users, or others, and information may be transferred as part of a merger, acquisition, or sale of assets, subject to this policy.

Staff access and support

Besides the providers listed above, MatterSnail’s own personnel can reach account data in the course of running the Service. Because our customers are law firms handling their clients’ confidences, we would rather describe that plainly than leave it implied.

Why we access it. To investigate a problem you report, diagnose a mailing that failed or stalled, correct a billing error, meet a legal obligation, or protect the Service and its users. We do not browse customer accounts for any other reason, and we never use what we see for marketing.
What our internal tools show. Mailing details and status, recipient and return addresses, tracking histories, billing and usage records, team membership, and document metadata such as file names, titles, and page counts. The contents of your uploaded document files are not displayed or downloadable through those tools.
Signing in as you. To reproduce a problem we cannot otherwise see, an authorized member of our staff may access the Service as your user account, for support and diagnosis only.
We record this access. Staff access to customer accounts is written to an internal log recording who accessed what, and when.
Changes are visible to you. If our staff changes something on your team’s account, that change is recorded in the team’s own audit log, attributed to “MatterSnail Support.” We identify our staff by that label rather than by name.
Who has it. Only personnel who need this access to do their jobs.

Data retention

Uploaded document files are automatically and permanently deleted from our storage 14 days after upload. This deletion covers our own storage; our print-and-mail partner keeps its production records of fulfilled orders, as described in How information is shared. Keep your originals; MatterSnail is not a document archive.
Mailing records (titles, recipients, service selections, tracking histories, and generated receipts) are retained while your team exists so your paper trail stays available.
Account information is retained until you delete your account from your profile settings.
Billing records are retained as required for tax, accounting, and legal purposes.
AI summaries are deleted immediately when a team disables AI features.
Audit and access logs (your team’s audit log, and our internal record of staff access) are retained on the same basis as mailing records, so the trail stays available for as long as the history it describes. These entries are append-only and include the IP address and browser of whoever took the action.
Technical logs such as web-server and application logs are retained for a limited period for security, debugging, and operating the platform.
Contact form enquiries are deleted within two years of being sent. Submissions our spam checks flag are deleted within 90 days.

Security

We protect your information with industry-standard measures, including encryption in transit, scoped access controls between teams, delegated authentication (we never store your password), and storage of documents in access-controlled cloud storage. Internal access to customer accounts is limited to personnel who need it and is recorded, as described under Staff access and support. No system is perfectly secure; if we learn of a breach affecting your information, we will notify you as required by law.

The Service is hosted in the United States, and your information is stored and processed there. If you use the Service from outside the United States, you consent to your information being transferred to and processed in the United States.

Your rights and choices

Access and update your profile, team, and address-book information directly in the Service.
Delete your account from profile settings (if you own a team with other members, transfer ownership first). Team owners can delete their team from team settings.
Control notifications. Turn the mailing status digest off entirely or mute it per mailing.
Control AI features. Team owners and administrators can disable them at any time, which also deletes existing summaries.
Disconnect Clio at any time from your settings.
Depending on where you live, you may have legal rights to access, correct, delete, or receive a copy of your personal information. Contact us at hello@mattersnail.com and we will honor these requests as required by applicable law.

Cookies

We use cookies and similar technologies only to keep you signed in, remember preferences, and secure the Service (for example, session and CSRF cookies). We do not use advertising or cross-site tracking cookies. Because we do not track you across other sites, and because no uniform standard for such signals has been adopted, the Service does not respond to browser “Do Not Track” signals.

Children

The Service is a business tool intended for adults. It is not directed to children under 16, and we do not knowingly collect personal information from them. If you believe a child has provided us personal information, contact us and we will delete it.

Changes to this policy

We may update this Privacy Policy from time to time. If a change is material, we will give reasonable notice (for example, by email or a notice in the Service) before it takes effect. The “Last updated” date at the top reflects the current version.

Contact

Questions about privacy or this policy? Contact us at hello@mattersnail.com, or by post at:

MatterSnail LLC
4030 Wake Forest Rd, STE 349
Raleigh, NC 27609
United States