Privacy policy

What we process

• Merchant account data. Your name, your email address, your store domain, your plan and billing metadata, and the settings you change in the dashboard.
• Customer support email. The address, the name, the message and its attachments, and the replies the agent sends.
• Shopify order data. Orders, line items, fulfilments, delivery status, refunds, and the customer contact details attached to them.
• Operational records. What the agent did on a request, which tools it called and what came back, so a decision can still be explained a month later.

Why we process it

To answer your customers, to settle what you allow us to settle, to bill you, to keep the service working and secure, and to explain afterwards what happened on a request. Not for anything else.

Who else touches the data

A short list, and each one does a single job.

• OpenAI. Current model inference for support replies and decisions, using the relevant message and order context.
• Anthropic and OpenRouter. Alternative inference providers when enabled in platform settings; the relevant message and order context may be processed.
• Supabase. The database and the login, where your account and your store records live.
• Postmark. Sending and receiving email. The account was moved to 28-day activity retention on 13 September 2026; older messages retain their original expiry, usually 45 days. Shorter-than-45-day retention queues physical deletion within 24 hours after expiry.
• LangSmith. Operational traces of model and tool runs for debugging and quality review.
• Google. Turning your knowledge base and product text into the vectors the search index is built from.
• Qdrant. The search index over your own knowledge base, so the agent can quote your policy instead of guessing at it.
• Vercel. Hosting for the marketing website. Cloudflare. Hosting and network delivery for the standalone dashboard.
• Hetzner. Hosting for the agent and the background workers.
• Shopify. Store access, app authentication and merchant subscription billing.
• 17TRACK. Carrier tracking, so the agent can tell a customer where a parcel actually is.
• Sentry. Error reports from the website and the agent, so a failure reaches us before it reaches you.

We do not sell personal data or use customer support content to train our own models. Model-provider processing is governed by the applicable API terms and account settings.

Some of these providers are in the United States, so some data leaves the European Union. The applicable transfer mechanism and provider processing terms must be recorded for each provider before production use. We do not claim that your data stays inside the EU, because it does not.

The Shopify privacy webhooks

Shopify requires three. This is what each one does here.

• customers/data_request. We verify and record the signed request, then coordinate a reviewed export with the merchant. Recording the request does not mean the export has been delivered.
• customers/redact. We record the request for coordinated deletion of customer content and related records, including processor checks. Removing an email address alone is not treated as complete erasure.
• shop/redact. We record the request and coordinate store-data removal and applicable retention exceptions. We do not treat the webhook acknowledgment as confirmation that every processor copy has been erased.

How long we keep it

• Account data, for as long as the account exists.
• Merchant inbox and order history are retained while the store uses Aiders, subject to earlier verified deletion requests. Store closure starts coordinated removal, including checks on processor copies and any legally required exceptions.
• Shopify sends its privacy requests separately from uninstall events. You can also request deletion at support@aiders.app.
• Detailed agent diagnostics and inactive conversation checkpoints expire after 90 days; active conversations, open cases and pending remedies are held until resolved. Operational run logs expire after 30 days and local diagnostic trace copies after seven days.
• Customer memory without a shorter expiry expires after one year of inactivity. Closed Aiders support conversations without attachments expire after one year; attachments require separate deletion checks.
• A narrow set of merchant billing records is retained for the required seven-year accounting period. Customer support bodies and full order payloads are not included in that exception.
• Encrypted database backups on the server and private offsite storage have a seven-day lifecycle. Recovery must reapply subsequent erasures before processing resumes. Storage objects, local service volumes and processor-held records require separate recovery and deletion controls; complete coverage is still being verified before public launch.

Your rights

You can ask for access, correction, deletion, restriction or portability, and you can object to processing. Write to support@aiders.app and we answer within one month.

If you are the customer of a store that uses Aiders, ask that store first. They decide what happens with their data and we act on their instruction. When they pass a request to us, we carry it out.

You can complain to the Autoriteit Persoonsgegevens, the Dutch data protection authority.

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Contact

Privacy questions go to support@aiders.app, security to support@aiders.app. The data processing agreement is published at aiders.app/dpa and can be accepted in the store settings. How the data is actually protected is on the security page.