PixelChat Privacy Policy

PixelChat is an AI shopping assistant for Shopify stores, operated by Pixel Movers, 80-C Model Town, Lahore 54000, Pakistan ("PixelChat", "we", "us"). This policy explains what information we handle when a merchant installs PixelChat, when shoppers use the PixelChat chat assistant on a merchant's store, and when someone signs up for product updates or sends a support request through this website.

1. Information we collect

From merchants, when you install and use PixelChat:

• Your store's domain and Shopify store identifier, and the access token Shopify issues when you install the app
• Your PixelChat settings, such as assistant name, welcome message, tone, industry template and colours
• Content you add to PixelChat's knowledge base, and your store policies, which we sync from Shopify
• Your product catalog, which we read from Shopify to answer shopper questions
• The email address you set for receiving shopper enquiries

From shoppers, when they use the chat assistant:

• The messages they send and the assistant's replies
• Their name, email address and/or phone number, only if they choose to give them in the chat or through the contact form
• For order enquiries: the order number and email address they provide, used to look up that order's status in the merchant's store
• If they sign in with their store customer account: a token that lets the assistant retrieve their own orders and account details from Shopify on their behalf

In the shopper's browser: the chat stores its conversation identifier and most recent message in session storage, which is cleared when the browser tab is closed. If a shopper dismisses proactive chat messages, that preference is kept in local storage.

Automatically: our web servers record IP addresses, request paths and timings. They do not record page query strings, and our application logs are designed not to contain names, email addresses, phone numbers, order numbers or message content. We also collect error reports, from which personal data is removed before they leave our servers.

From visitors to this website:

• If they sign up for product updates: their email address
• If they send a support request through the contact form: their name, email address, store URL, the topic they choose and their message

2. How and why we use information

We use this information to provide PixelChat: answering shoppers' questions about products, stock, orders and store policies; adding items to their cart when asked; passing enquiries to the merchant's team; showing merchants their conversations; keeping the service secure; and diagnosing errors.

For merchant information, our legal bases are performing our contract with you and our legitimate interest in operating and securing the service. For shopper information, we process it on the merchant's instructions, and the merchant determines the legal basis.

If you sign up for product updates on this website, we use your email address only to send you those updates. Our legal basis is your consent, which you can withdraw at any time by unsubscribing.

If you send a support request through this website, we use what you send only to answer it. Our legal basis is our legitimate interest in responding to your request.

We do not sell personal information, use it for advertising, or share it between merchants. Each store's data is kept separate.

3. AI-generated responses

PixelChat's replies are generated by an artificial intelligence model. To produce a reply, the conversation, together with the product, order and policy information needed to answer it, is sent to our AI provider. Our AI provider does not use this data to train its models, and retains it only for a limited period for safety and abuse monitoring. AI responses can occasionally be inaccurate; shoppers should confirm important details such as prices and order information with the merchant.

4. Service providers (sub-processors)

Each provider receives only what it needs for its purpose and is bound by a data processing agreement. We may also disclose information where required by law.

5. International transfers

Our providers process data in the United States, the European Union, the United Kingdom and Japan, and Pixel Movers may access data from Pakistan to operate and support the service. Transfers to Japan and within the EU and UK rely on those jurisdictions' adequacy status. Other transfers rely on appropriate safeguards, such as the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum.

6. How long we keep information

• Conversations — including any name, email or phone number given in the chat, and sign-in tokens — are deleted automatically 14 days after the conversation's last activity.
• Contact-form enquiries are deleted 30 days after they are received. If we could not deliver an enquiry to the merchant by email, we keep it for up to 90 days so the merchant can still see it in PixelChat.
• Product-update sign-ups are kept until you ask us to delete them. If you unsubscribe, we keep your address marked as unsubscribed so you don't receive further updates.
• Support requests sent through this website are delivered to our support inbox and kept for as long as we need them to handle your request and any follow-up.
• Server logs are kept for 15 days.
• Backups of our database are encrypted and kept for 14 days, so deleted information may remain in backups for up to 14 days after deletion.
• When a merchant uninstalls PixelChat, Shopify sends us a data-erasure request about 48 hours later. We then delete that store's conversations, knowledge base, enquiries, sign-in tokens and personal settings. We keep a minimal record that the store's data was erased.
• Records of data requests — a log of the privacy requests we received and processed, with no message content — are kept as evidence of compliance.

7. Security

Data is encrypted in transit, and our database is encrypted at rest. Access to production systems is restricted, each store's data is isolated from every other store's, and personal data is removed from logs and error reports. No system is completely secure, but we work to protect the information we hold.

8. Your rights

Depending on where you live, you may have the right to access, correct, delete or export your personal information, or to object to certain processing.

• Merchants can contact us using the details below.
• Shoppers should contact the merchant whose store they used, as the merchant controls that data. When a shopper asks a merchant to delete their data, Shopify passes the request to us, and we delete matching conversations and enquiries — including those identified only by an email address or phone number given in the chat.
• Visitors to this website can unsubscribe from product updates at any time, and can contact us using the details below to access or delete their email address or the support requests they sent.

You may also complain to your local data protection authority.

9. Children

PixelChat is not directed at children under 16, and we do not knowingly collect their personal information.

10. Changes to this policy

We will post any changes on this page and update the effective date. For material changes, we will notify merchants through the app or by email.

11. Contact us