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 the documents you mail, and read a recipient list only when you upload one for that purpose; 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.
• Clio 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.
• Smokeball integration data. If you connect Smokeball, we store the access credentials for the connection, the name and identifier of your Smokeball account, and your own Smokeball identifier, name, and email address. At your direction we read contacts and their addresses, matters and the parties on them, and files on a matter, and we keep what you choose to import. We record the expense and the memo you choose to post back to a matter.
• 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, or to read a recipient list you upload into addresses for your review. 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 two optional AI features. Both are off unless your team enables AI features, and a team owner or administrator can disable them at any time in team settings.

Delivery summaries generate plain-language summaries of where your mailings stand.

• 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.
• Disabling AI features immediately stops new summaries and deletes the summaries we have stored for the team. It does not shorten the AI provider’s retention, described below.

Recipient list extraction reads a recipient list you upload, such as a creditor matrix or an owner roster, into names and addresses you can add to a mailing or a saved list. It runs only when you choose to upload a list for that purpose.

• What is shared with the AI model: the contents of the list file you upload, sent once to read it into addresses.
• What we keep: nothing from the file itself. We hold it for at most ten minutes while it is read, and the uploaded list is discarded as soon as the extracted addresses are shown to you. The AI provider keeps its own copy, as described below. The addresses you then choose to add become part of your mailing or saved list, like any address you enter by hand.
• Every extracted address is shown to you for review before any of it is added. Nothing is printed or mailed until you submit the mailing yourself.

The following apply to both features:

• What is never shared: the contents of the documents you upload to be printed and mailed. Those files are not read by, sent to, or processed by an AI model.
• AI output is 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.
• What the AI provider keeps. The AI provider keeps what we send it, and what it returns, for up to 30 days, and may access it during that time for safety and security purposes. It keeps content longer only if it is flagged as a violation of the provider’s usage policy, for up to two years, or where the law requires. Deleting something in MatterSnail, or turning AI features off, does not shorten this.
• AI output may be inaccurate or incomplete. Summaries should not be treated as an authoritative record, and an extracted address should be checked against your source before you mail to it.

How information is shared

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 for summaries, and the contents of a recipient list you upload for extraction, only if your team has enabled AI features. Never the documents you mail. It keeps what it receives for up to 30 days, may access it for safety and security purposes, and keeps it longer only if it is flagged as misuse or where the law requires.
• 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.
• Smokeball. Only if you connect the integration, and only the data you choose to import from or send to Smokeball. What goes back is an expense and a memo on the matter you name, sent only once the mailing can no longer be canceled, and never the mailing’s description.
• 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 from our storage immediately when a team disables AI features.
• Recipient lists uploaded for AI extraction are not kept by us. We hold the file for at most ten minutes while it is read, and it is discarded as soon as the extracted addresses are shown to you.
• What the AI provider receives (summary requests and replies, and recipient lists sent for extraction) is kept by the provider for up to 30 days, during which it may access it for safety and security purposes, and longer only if it is flagged as misuse or where the law requires.
• 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.
• Disconnect Smokeball at any time from your settings. This deletes our copy of the access and we stop using your Smokeball account immediately. Smokeball gives us no way to revoke the permission on their side, so it stays listed there until it lapses on its own 180 days after you granted it.
• 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