Privacy Policy

Introduction

At Gravio AI Chat, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, store, and protect your data when you use our AI-powered customer support application for Shopify stores.

By using Gravio AI Chat, you agree to the collection and use of information in accordance with this policy. We are fully compliant with GDPR and other applicable data protection regulations.

Information We Collect

Customer Data

When customers interact with your AI chat system, we collect:

• Chat messages and conversation history
• Customer contact information (email, name) when provided
• Session data and interaction timestamps
• Language preferences and location data (when available)
• Device and browser information for technical optimization

Store Owner Data

From Shopify store owners who install our app, we collect:

• Shopify store information and configuration settings
• Account details and billing information
• Usage analytics and performance metrics
• Support tickets and communication history
• App configuration and customization preferences

Product and Order Information

To provide accurate customer support, we access:

• Product catalogs and inventory information
• Order details and transaction history
• Shipping and fulfillment status
• Return and refund information
• Customer purchase history and preferences

How We Use Your Information

App Functionality

We use collected data to:

• Provide AI-powered customer support responses
• Process and route customer inquiries appropriately
• Maintain conversation context and history
• Generate automated responses for FAQs and common issues
• Provide multilingual support and translation services

Service Improvement

We analyze data to:

• Improve AI response accuracy and relevance
• Enhance language processing capabilities
• Optimize system performance and response times
• Develop new features and functionality
• Identify and resolve technical issues

Communication

We may use your contact information to send important updates about the service, security notifications, and respond to support requests. Marketing communications are sent only with explicit consent and can be unsubscribed from at any time.

Data Storage and Protection

Security Measures

We implement industry-standard security measures to protect your data:

• End-to-end encryption for all data transmission
• Encrypted storage of all personal and business data
• Regular security audits and vulnerability assessments
• Access controls and authentication protocols
• Secure data centers with physical and digital protection

Data Retention

We retain data only as long as necessary to provide our services:

• Chat conversations: 2 years for service improvement
• Account information: Duration of active subscription plus 1 year
• Analytics data: 3 years in aggregated, anonymized form
• Support tickets: 3 years for quality assurance

GDPR Compliance

We are fully compliant with the General Data Protection Regulation (GDPR). EU residents have the right to access, rectify, erase, restrict processing, and port their personal data. You can exercise these rights by contacting our privacy team at the address provided below.

Data Sharing and Third Parties

We do not sell, trade, or rent your personal information to third parties. We may share data only in the following circumstances:

• With Shopify, as required for app functionality and integration
• With trusted service providers who assist in app operation (under strict confidentiality agreements)
• When required by law or to protect our legal rights
• In the event of a business merger or acquisition (with prior notice)

All third-party service providers are carefully vetted and required to maintain the same level of data protection as outlined in this policy.

Your Rights and Choices

You have several rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you
• Rectification: Request correction of inaccurate or incomplete data
• Erasure: Request deletion of your personal data (subject to legal requirements)
• Restriction: Request limitation of processing in certain circumstances
• Portability: Request transfer of your data to another service provider
• Objection: Object to processing based on legitimate interests

To exercise any of these rights, please contact us using the information provided below. We will respond to your request within 30 days.

Cookies and Tracking

We use cookies and similar technologies to:

• Maintain user sessions and preferences
• Analyze app usage and performance
• Provide personalized experiences
• Ensure security and prevent fraud

You can control cookie settings through your browser preferences. However, disabling certain cookies may limit app functionality.

Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of any material changes by:

• Posting the updated policy on our website
• Sending email notifications to registered users
• Displaying in-app notifications

Your continued use of the service after any changes indicates your acceptance of the updated Privacy Policy.

Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

We are committed to addressing your privacy concerns promptly and transparently. Our privacy team will respond to all inquiries within 5 business days.