Privacy policy
Last updated: October 2026
This policy explains what Spider Grills, LLC ("Spider Grills", "we", "us") collects about you, what we do with it, who handles it for us, how long we keep it and the choices you have. It covers:
- our website at spidergrills.com, including its store and checkout, and our other Spider Grills web pages, such as order tracking at track.spidergrills.com;
- the Spider Grills app for iPhone, iPad and Android, the app for the Venom® controller, and the services the app and your grill connect to;
- our emails and app notifications, and the support we give by email, through our website and in the app.
Our website, store and app are offered in the United States, and this policy is written for people in the United States. Questions: email [email protected]. Real people answer.
In short
- We collect what it takes to sell you a grill, ship it, run your Venom® from the app and help when something goes wrong.
- Card numbers go to Shopify and the payment provider you choose. They never reach us.
- We do not sell your information for money. Our website uses advertising tools from Meta, Google, Pinterest and Microsoft, which some state laws count as "selling" or "sharing". You can opt out: see "Your privacy rights".
- The app has no third-party ad tracking. When our store opens inside the app, the app declines advertising cookies for you.
- The app knows where your grill is to about 1 km. It never reads your phone's GPS or location services.
- AI helps with an app support ticket only if you turn that on.
- You can delete your app account in the app, or at spidergrills.com/pages/delete-account.
What we collect
When you visit our website
Like most websites, ours collects information about your device and how you use the site: your browser and its version, your IP address, your time zone, cookie and similar identifiers, the pages and products you view, what you search for and how you move through the site. It is collected automatically through cookies, log files, web beacons, tags and pixels. We use it to load the site correctly for you, keep it secure, see which pages work, test new versions of the site and measure our advertising. See "Advertising, cookies and similar technologies".
When you place an order
Your name, billing and shipping address, email address, phone number, payment details and what you ordered. We use it to take payment, ship your order, send your confirmations and invoices, answer questions about it, handle returns and warranty claims, and screen orders for fraud.
Our store and checkout run on Shopify. Payments are processed by Shopify Payments, Shop Pay or PayPal, depending on what you choose at checkout. Your full card number goes to them and never reaches us: we see only details such as the card's brand and last four digits. If you use Shop Pay, Shopify keeps your details in your Shop account under its own privacy policy. You can read how Shopify handles personal information in the Shopify Privacy Policy.
To ship your order and show you where it is, your name, address, phone number and the contents of your order go to our shipping software (ShipStation) and to the carrier delivering it, such as FedEx, USPS or a freight carrier for large items. Our order tracking page uses the same information.
When you contact us
Your name, email address, what you write, any order number, the photos and files you attach, and our replies. Support requests reach our help desk, Freshdesk, whether you email us, use the form on our website or send a ticket from the app. See "AI help with support" for how we use AI with support messages.
Email from us
We use Klaviyo to send our emails and app messages. If you sign up for our emails at checkout, through a sign-up form on our website or in the app, we send you news and offers about Spider Grills. Klaviyo receives your email address, your name, what you order and how you interact with our emails, and when you visit our website after opening one of our emails it can connect that visit to your email address, so we can send emails that fit what you own. Every marketing email has an unsubscribe link at the bottom.
Product reviews
We use Judge.me to collect and show product reviews. After an order, Judge.me may email you to ask for a review. If you write one, the name you give, your rating, your review and any photos you add are published on our website. Your email address is used to confirm you bought the product and is not published.
The Spider Grills app
The app runs your Venom® controller, helps when something goes wrong and lets you buy charcoal, cook kits and parts. Here is what it collects and what each piece is for.
Your account. Your email address and name. If you sign up with an email address, a password, which we store only as a one-way hash. If you sign in with Google or Apple, we receive your name and email address from them; with Apple you can choose to hide your email, and we then receive an Apple relay address. For Sign in with Apple we also keep a token from Apple, so we can end that sign-in when you delete your account. A profile photo, if you add one. An account number we assign.
Your grills. When you pair a Venom®, we keep its identifiers (its device ID and MAC address), its model, its firmware version and the name you give it. While it is connected, the grill reports to us through Amazon Web Services: pit and probe temperatures, your target temperature, fan output, timers, alerts, connection state and Wi-Fi signal strength. From that we keep your cook history, with the names and notes you add to a cook. When you set up a grill, the app sends your Wi-Fi password to the grill over Bluetooth. It is never sent to us.
Where your grill is, to about 1 km. Each grill has a place: a point rounded to about 1 km (two decimal places of latitude and longitude), about the size of a neighborhood. We use it for the Grill Forecast (the weather for your next cook) and for the controller's dusk to dawn display, which needs to know when the sun sets where the grill is, so we also send it to the grill. We work it out from, best first:
- a place you set in the app (Profile > Grill location), which always wins;
- the cell tower a Spider Cellular Kit connects through, if your grill uses one;
- the shipping address on your orders, when the grill's internet connection puts it in the same area;
- the grill's internet connection (its IP address), which gives a town.
If none of your grills has a place yet, the Grill Forecast uses your phone's internet connection (its IP address) to pick a nearby town, for the forecast only. The app never reads your phone's GPS or location services. On Android 11 and older, Android requires the location permission before an app can scan for Bluetooth devices, so the app asks for it there when you pair a grill and uses it only to find the grill. On iPhone, iPad and newer Android phones the app does not ask for your location.
Support tickets. When you send a ticket from the app we receive what you write, the photos and files you attach, and the app's own log files from your phone, which help us see what went wrong. The logs never contain your Wi-Fi password. So our team does not have to ask you twenty questions, the ticket also carries a short summary for them: which grills you have and how they stand (model, firmware, connected or not, last reading, place), the app version, your phone's make, model, operating system, language and time zone, the screen you came from, your recent orders and their shipping status, and the subjects of your other tickets from the last 90 days.
Purchases in the app. Store pages and checkout open spidergrills.com inside the app, and checkout is Shopify's, as described in "When you place an order". In the app you can also order cook kits, sign up for charcoal delivery, turn on Spider Cellular Service and save a card for them. For a saved card we see only its brand, last four digits, expiry date and which plan it pays; Shopify keeps the card. We keep your order history and the products you own, and we use them to show you the parts and accessories that fit your gear first.
- Charcoal delivery. We keep the delivery address you confirm, the charcoal and fire starters you pick, your answers about how you cook, and your orders. We estimate how much charcoal you have left from your Venom® cooks. When a bag is due we buy it from a retailer (such as The Home Depot, Walmart or the charcoal maker's own store) through an ordering service that places the order for us (Zinc or Rye), and it ships to you. Your name, delivery address and phone number, if you gave one, go to them for that order only.
- Spider Cellular Service. We keep which Spider Cellular Kit you claimed (with the code on its label), its service status and its billing. The kit's mobile data runs through our carrier, Hologram.
Notifications. Grill alerts (temperatures, timers, probes) come through Google Firebase Cloud Messaging, and on iPhone and iPad through Apple's push service, so we keep a push token for your phone. Promotional notifications are sent only if you turn on Promotions and news: the app asks once after you sign in, and the switch is in Profile > Preferences. You can turn notifications off in your phone's settings at any time.
Email and app messages from us. For an app account, Klaviyo receives your email address, name, profile photo link, account number and time zone; your phone's make, model, operating system and app version; each time you open the app; whether you turned on Promotions and news; and grill events: a grill paired or removed, your first cook, and each cook finished (how long it ran and its target temperature), with the grill's MAC address, model and firmware. Your phone's push token goes to Klaviyo only if you turned on Promotions and news. If you sign up for our newsletter in the app, your email address and first name join our email list.
Analytics and crash reports. Google Firebase Analytics tells us how the app is used (screens opened, sessions, answers to the notification permission) under an identifier for the app install, not your name or email, and gives a rough region from your IP address. Firebase Crashlytics sends a report when the app crashes: what failed, your phone's model and operating system, and the app version. The app does not use your phone's advertising identifier and shows no ads.
No third-party ad tracking in the app. The app does not track you across other companies' apps and websites. When our store pages and checkout open inside the app, the app tells the store that you decline advertising and analytics cookies and the sale or sharing of your information, and on store pages it also blocks the advertising tags of Meta, Google and Pinterest.
Videos. Cook videos play in YouTube's player, and YouTube's privacy policy applies to what it collects while a video plays.
Camera, photos and Bluetooth. The app asks for your camera or photos only when you add a profile photo or attach a photo to a ticket, and for Bluetooth only to set up your grill. You can say no.
AI help with support
App tickets: only if you turn it on. When you send a ticket from the app, the app can show you steps to try while our team looks at it, and send you a follow-up by email ("Suggested fixes while you wait"). To write them, a third-party AI service, Anthropic, reads your ticket and the summary described above, on our behalf.
- It is off until you turn it on, on the ticket form or in Profile > Preferences > Suggested fixes for support tickets. You can turn it off there at any time. A change applies to the tickets you send after it.
- With it off, nothing changes about how we help you. Our team answers every ticket either way.
- AI does not decide warranty claims or refunds, or make any other decision about you.
- If a suggestion is wrong, unsafe or not about your problem, tap Report this answer, and someone from our team looks at the answer and your ticket.
Email and website support. For support that reaches us by email or through the form on our website, we use AI tools from the same provider to help our team sort messages and draft replies, and to answer messages that only ask where an order is, using the information our order tracking page shows.
Anthropic handles this information as our service provider, under terms that do not allow it to use it to train its AI models.
How we use it
- To take and ship your orders, take payment, handle returns and warranty claims, and keep the records the law requires.
- To run your app account and sign you in.
- To connect to your grill, show it live, send its alerts and keep your cook history.
- To place your grill for the Grill Forecast and the dusk to dawn display.
- To answer your questions and support tickets, and fix what went wrong.
- To run charcoal delivery and Spider Cellular Service.
- To show you the parts and accessories that fit what you own.
- To send you emails and app messages about your orders, your grills, and Spider Grills news and offers. You can stop the marketing ones at any time.
- To advertise our products on other websites and apps, and to measure what our ads and emails lead to, as described in "Advertising, cookies and similar technologies".
- To understand how our website and app are used, find and fix bugs, and test new versions.
- To keep our website, app and systems secure, and to prevent fraud.
- To comply with the law, answer lawful requests and protect our rights.
We do not use your information to make decisions about you that have legal or similarly significant effects.
Who we share it with
We do not sell your personal information for money. We share it in these ways.
Companies that work for us
These companies handle your information to do a job for us, under their terms with us.
| Company | What they do for us | What they receive |
|---|---|---|
| Shopify | Our online store, checkout, payments (Shopify Payments and Shop Pay), subscriptions and saved cards | Your orders, addresses, contact and payment details, and how you use our store |
| PayPal | Payment, when you choose PayPal at checkout | Your payment and order details |
| Amazon Web Services | Hosts the app's servers and database, connects your grill (AWS IoT) and stores profile photos | Your app account, your grills and their data |
| DigitalOcean | Hosts the Spider Grills service behind the app's support summaries, grill places, charcoal delivery, Spider Cellular Service and saved cards, and our website's contact form and order tracking | Your account number and email address, grill data, orders, support summaries and contact form messages |
| Cloudflare and Vercel | Deliver and host parts of our website | Website requests, including your IP address |
| Google (Firebase) | App analytics, crash reports and notifications | App usage, crash reports and push tokens |
| Sign in with Google; places a Spider Cellular Kit from its cell tower | Your Google sign-in; cell tower identifiers | |
| Apple | Sign in with Apple; notifications on iPhone and iPad | Your Apple sign-in; push tokens |
| Klaviyo | Email and app messages | See "Email from us" and "Email and app messages from us" |
| Freshdesk | Our help desk | Your support messages, attachments, app logs and the summary for our team |
| Anthropic | AI help with support (see "AI help with support") | Support messages, and for app tickets you turned it on for, the summary for our team |
| Judge.me | Product reviews | Your name, email address, order and review |
| ShipStation and carriers such as FedEx and USPS | Ship our orders and track them | Your name, shipping address, phone number and order |
| Hologram | Mobile data for Spider Cellular Kits | The kit's SIM and its data use |
| Zinc, Rye and the retailer | Buy and ship your charcoal | Your name, delivery address and phone number, for that order |
| Google Analytics, Microsoft Clarity and Triple Whale | Website analytics: how visitors use our pages, and which ads and emails lead to orders | How you use our website, and cookie and device identifiers |
| Shopify apps that run parts of our store | Page design, promotions and wholesale pricing | How you use our website |
| Weather and mapping services: Open-Meteo, MET Norway, NOAA, NASA, the US Geological Survey, the US Census Bureau geocoder, Zippopotam.us and ipwho.is | Weather, sunset times, elevation, and turning an address, ZIP code or IP address into a place | A point on the map, an address or ZIP code, or an IP address. Never your name or email address |
Advertising and affiliate partners (our website only)
Meta, Google, Pinterest and Microsoft receive information about what you view and buy on our website for advertising, and Impact receives it when you arrive through one of our affiliate partners' links. They may also use it for their own purposes. See "Advertising, cookies and similar technologies" and "Selling and sharing".
When you ask us to
For example, when you choose Sign in with Google or Sign in with Apple.
When the law requires it, or to protect people
We may share information to comply with the law, to respond to a subpoena, search warrant or other lawful request, to protect someone's safety, or to protect our rights. If Spider Grills is sold or merges with another company, your information may pass to the new owner, who must keep to this policy for it.
Advertising, cookies and similar technologies
Advertising
We advertise our products on other websites and apps. To do that, our website uses tools from Meta (Facebook and Instagram), Google (Google Ads), Pinterest and Microsoft (Microsoft Advertising). They record what you view and buy on our website, so they can show our ads to you and to people like you and tell us which ads led to an order; Meta also receives your email address and phone number from an order, scrambled (hashed), to match the order to its users. When you arrive through one of our affiliate partners' links, Impact records the visit and any order so the partner can be paid. These companies may combine this with what they know about you from elsewhere.
The app does none of this. To opt out on our website, see "Selling and sharing" below. You can also use Google's ad settings, Meta's ad preferences, the Network Advertising Initiative's opt-out page and the Digital Advertising Alliance's opt-out portal.
Analytics
We use Google Analytics, Microsoft Clarity, Shopify's analytics and Triple Whale to see how people use our website and which ads and emails lead to orders. Microsoft Clarity records how pages are used (clicks, scrolling and mouse movement) so we can see where a page is confusing. You can read Google's privacy policy and opt out of Google Analytics with Google's browser add-on.
Cookies
A cookie is a small file a website stores on your computer or phone. Cookies let our website remember your cart, your region and your choices from page to page, and show us how people use the site, for example whether this is your first visit. Some come from us and Shopify; others come from the analytics and advertising companies named above. Similar technologies, such as pixels, tags and local storage, work the same way, and "cookies" here covers them too.
| Kind | What they do | Examples |
|---|---|---|
| Necessary | Run the store, cart and checkout, remember your privacy choices and keep the site secure. The site does not work without them. | _shopify_essential, cart, cart_currency, localization, secure_customer_sig, _tracking_consent (Shopify) |
| Preferences and statistics | Count visits, show how the site is used and test new versions of our pages | _shopify_analytics (Shopify); _ga (Google Analytics); _clck, _clsk (Microsoft Clarity); sg_ab, sg_arm, sg_variant (our website tests, 30 days) |
| Marketing | Measure and target our ads and emails, and credit affiliate partners | _shopify_marketing (Shopify); _fbp, _fbc (Meta); _gcl_au (Google Ads); _pin_unauth (Pinterest); __kla_id (Klaviyo); IR_PI (Impact) |
These are examples: cookie names change as these services update them. A session cookie lasts until you close your browser; a persistent cookie lasts until it expires or you delete it. Most of ours expire between 30 minutes and two years after they are set.
Most browsers accept cookies automatically, and you can block or delete them in your browser's settings, usually under "Settings", "Privacy" or "Preferences" (allaboutcookies.org explains how). Blocking necessary cookies will stop parts of our website from working. Blocking cookies may not stop everything we share with advertising partners, because some of it, such as a completed order, is sent from Shopify's servers; to opt out of that, see "Selling and sharing".
Do Not Track and Global Privacy Control
Browsers' "Do Not Track" setting has no agreed meaning, so our website does not respond to it. We do honor Global Privacy Control, as described in "Selling and sharing".
Your privacy rights
Depending on the state you live in, including California, Colorado, Connecticut, Texas, Virginia and the other states with consumer privacy laws, you have the right to:
- know and access the personal information we hold about you, including the categories, where it came from, why we use it and who receives it, and get a copy in a portable form;
- correct information that is wrong;
- delete personal information we collected from you, apart from what the law lets us keep, such as order records we need for tax;
- opt out of the sale or sharing of your personal information, and of targeted advertising;
- be treated the same whichever of these rights you use: we will not deny you goods, charge you a different price or give you a different level of service because of it.
We give these choices to everyone in the United States, whatever state you live in.
What we collect, by category
In the past 12 months we have collected these categories of personal information, from you, from your devices and your grill, and from the companies listed in "Who we share it with". We use them for the purposes in "How we use it" and keep them for the periods in "How long we keep it".
| Category | What it covers here | Sold or shared in the past 12 months |
|---|---|---|
| Identifiers | Name, email address, postal address, account number, IP address, device and app identifiers, cookie IDs, push tokens | Yes, on our website: cookie IDs, IP address, and email address and phone number in hashed form, to Meta, Google, Pinterest, Microsoft and Impact |
| Customer records | Name, address, phone number, payment card details (held by Shopify and your payment provider) | No |
| Commercial information | Orders, the products you own, charcoal delivery, Spider Cellular Service, saved cards | Yes, on our website: what you view and buy, to the same companies |
| Internet or other electronic network activity | The pages and products you view, your searches, how you use our website, app and emails | Yes, on our website: how you use it, to the same companies |
| Geolocation data | Your grill's place, to about 1 km, and a town worked out from an IP address. Never precise location | No |
| Audio, electronic or visual information | Photos you add to your profile, a review or a support ticket | No |
| Inferences | The parts and accessories that fit what you own; how much charcoal you have left | No |
| Sensitive personal information | Your app account sign-in (email address and password) | No |
| Other | What your grill reports: temperatures, cooks, alerts, connection, firmware | No |
We use your sensitive personal information only to sign you in and keep your account secure, so there is nothing to limit under California's right to limit its use. We do not sell or share the personal information of anyone we know to be under 16.
Selling and sharing
We do not sell your personal information for money. But the advertising and affiliate tools on our website, from Meta, Google, Pinterest, Microsoft and Impact, receive the information shown in the table above and may use it for their own advertising. Under California law that can count as "selling" or "sharing" for cross-context behavioral advertising, and under other states' laws as "targeted advertising". The app does not do this. To opt out on our website:
- use the Your privacy choices link at the bottom of any page of our website;
- turn on Global Privacy Control in your browser, or with a browser extension that offers it, and our website treats it as an opt-out for that browser;
- or email [email protected] with "Do not sell or share" in the subject.
An opt-out made on our website or with Global Privacy Control applies to the browser you made it in. An opt-out by email applies to the information we hold about you, such as your orders and email address.
How to make a request
Email [email protected] from the email address you use with us and tell us what you want. To delete your app account, you can also use the app or our delete account page.
We confirm a request within 10 business days and answer it within 45 days. If we need longer, up to another 45 days, we tell you why. To protect you, we check that the request came from you before we act on it, usually by replying to the email address we have on file, and we may ask for an order number. Someone else can make a request for you as your authorized agent with your signed permission; we may ask you to confirm your identity with us directly.
If we say no
We tell you why. You can appeal by replying to our answer with "Appeal" in the subject, and we answer an appeal within 45 days. If you disagree with the result, you can contact your state's attorney general.
California "Shine the Light"
We do not share personal information with other companies for their own direct marketing.
How long we keep it
| What | How long |
|---|---|
| Your app account, profile and photo | Until you delete your account. Deleting in the app is immediate; we handle an emailed request within 30 days. |
| Your grill pairings and cook history | While your account exists. They are deleted with it. |
| What a grill reports about its own operation (temperatures, fan, connection, firmware) and the grill's place | Kept with the grill, not with your account, for as long as we support that grill and need it to keep the grill working and improve our products. After you delete your account it is no longer linked to you. |
| Order and payment records | 7 years after the order, for tax and accounting. |
| Support tickets, with their attachments, app logs and the summary for our team | 5 years after the ticket closes, so we can help with warranty questions and look back at product problems. |
| De-identified totals from support tickets (for example, how many tickets about a pit probe we received each year, by product) | Kept after the tickets themselves are deleted. These totals carry no name, email address, message text or anything else that identifies you, and we do not try to re-identify them. |
| Your choice about AI help on support tickets, and when you made it | With your support tickets, for the same period. |
| Your Klaviyo profile and email list membership | Until you ask us to delete it or delete your app account. If you unsubscribe, we keep your address on our do-not-email list so the unsubscribe holds. |
| Product reviews | Until you ask us to remove your review. |
| Website cookies | Each cookie's own lifetime, from the end of your visit to two years. |
| App crash reports (Firebase Crashlytics) | Up to 90 days. |
| App analytics (Firebase Analytics) | Up to 14 months, under an identifier for the app install. |
| Backups | Deleted information can stay in our encrypted backups for up to 7 days before they roll off. Two exceptions: a one-time database snapshot taken on October 5, 2026, during a security upgrade, and an older snapshot of a 2021 development database are kept until November 30, 2026, when both are deleted automatically. |
Deleting your app account
In the app: tap Profile, then Delete account (under Log out), then Delete my account. Without the app: use our delete account page, or email [email protected] from your account's email address with the subject "Delete my account". We handle an emailed request within 30 days.
When you delete your Spider Grills app account we delete your name, email address, profile photo, sign-in credentials, the pairing of your grills to your account, your cook history, your app sessions and your notification token, and we ask Klaviyo to delete your profile, which also takes you off our email list. If you signed in with Apple, we revoke the app's access to your Apple ID. We keep a record that an account with an internal number existed and was deleted, with when it was created and deleted and how it signed in, containing no personal information.
Your grill keeps working and can be paired again. What a grill reports about its own operation is kept with the grill, not with your account. Support conversations stay in our help desk as support records for the period above; you can ask us to delete them at [email protected]. Orders placed on spidergrills.com are kept as order records. Deleting your app account does not cancel charcoal delivery or Spider Cellular Service: email us to end them.
Children
Our website and app are for adults who buy and run a grill. They are not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has given us personal information, email [email protected] and we will delete it.
Security
Our website, the app and our grills talk to our servers over encrypted connections (HTTPS and TLS), and each grill connects to Amazon Web Services with its own certificate. Our databases are encrypted at rest. Card numbers never reach us. No system is perfectly secure; if a breach affects your information, we will tell you as the law requires.
Where your information is kept
On servers in the United States.
Changes to this policy
We update this policy when what we collect or how we use it changes, and the date at the top says when. If a change matters to how we use information we already have, we will also tell you by email or in the app before it takes effect.
Contact us
To ask a question, use your privacy rights or make a complaint, email [email protected]. Real people answer.
Or write to us at:
Spider Grills, LLC
1655 West Broad Street
Athens, GA 30606