Privacy policy

Last updated: October 11, 2026

Relayo is a Shopify app made by NovaSoft (Georgia). It puts a team of AI agents in a store's chat. This policy explains what data the app handles when a merchant installs it and when shoppers use the chat, why, and for how long.

What we store about your store

Store identity: your myshopify domain and the access token Shopify issues to the app. The token is encrypted before it is stored.
Catalog mirror: a copy of your products (title, description text, variants with price and availability, vendor, type, tags, image and page URLs), your pages and your legal policies, read through the Shopify API with the read_products, read_content and read_legal_policies permissions. Product webhooks keep it current. The agents answer from this copy, and prices and stock are copied from it, never written by the AI model.
Settings: storefront view, handoff transition and limit, daily spend cap, journal retention, language, and the AI provider and model configured for your store.
Agent settings: the names, colours, specialization, manners, tone, goals and notes you give each agent.
Billing status: the plan you chose and whether a trial was used. Payments are handled by Shopify; we never see card details.
Usage counters: conversations, AI replies and estimated AI cost per month and per day, used for plan quotas and your daily spend cap.
Atlas insights: aggregated counts built from the conversation journal, with the masked phrase or product each count is about (for example how often a product that is not in your catalog was asked for).

Shopper conversations

Conversation text (the shopper's messages and the agents' replies) is stored with personal data masked before it is written: email addresses, phone numbers, card-like numbers and street addresses are replaced with [redacted]. The agents are instructed not to ask for personal data.
Retention: conversations are kept for the number of days you set in Settings and then deleted. The pricing page lists the journal length of each plan.
No shopper identity: no shopper account, login, IP address or device identifier is stored. A conversation is tied to a random token kept in the shopper's browser session storage, which disappears when the tab is closed. The chat sets no cookies. A name a shopper types into a message is not detected by the mask and stays in the conversation text for the retention period.
What the journal is for: you can read it in the app to check how the agents answer, export it as CSV on paid plans, and Atlas builds its report from it.

What NovaSoft sees

To run the service, NovaSoft (the developer) sees per store only totals: the myshopify domain, the plan and its billing status, the number of AI conversations and replies, the AI cost, how often the daily cap was reached, the operator line's counts, and whether the store uses its own AI key (never the key itself). It does not see shopper data or conversation text in this view.

Talking to a person (operator line)

Live chat with your staff: when a shopper presses “Talk to a person”, the conversation, with the same masking, is shown to your operators in the Relayo operator app, and their replies are stored in the same journal.
Email a shopper leaves: when nobody is free, a shopper may type an email address and tick a consent box. That address is stored with the request, sent with the AI team's summary and the masked conversation to the email you set in Live chat, and deleted with the journal, when Shopify sends a customer redact request for it, or when the app is uninstalled. Only you (the store owner role) see it in the app.
Operators: the name and email of each operator you add, a hash of their sign-in links and sessions, and the push-notification address of each device they turn notifications on for (delivered through the browser vendor's push service). Removing an operator or uninstalling the app deletes these.

AI processing by a third-party provider

When an AI provider is configured for your store, the shopper's messages, the conversation so far and the catalog and policy excerpts needed for the answer are sent to that provider to generate the reply. The provider is the one configured by the merchant for the store, shown on the app's Home page. That provider processes the text under its own terms and privacy policy, and your store's own privacy policy should name it. Without a provider, the built-in mode answers from your catalog and policies and no text leaves our server.

What we do not collect

No customer accounts, no orders, no checkout or payment data, and no browsing history. The app asks for no customer or order permissions and never edits your theme, products or settings.

Why we use it

To run the chat on your storefront through a theme app embed, to answer shoppers from your catalog and policies, to apply the plan and quotas you chose, to show you the journal and the Atlas report, and to bill you through Shopify.

Where it is processed

Your store data is processed on servers operated for NovaSoft. Shopper messages are processed by the AI provider configured for your store, in that provider's regions. We do not sell or share your data with anyone else.

How long we keep it

While the app is installed, except conversations, which follow your retention setting. When you uninstall the app, the access token is deleted at once and your plan returns to Free. All remaining store data, including the catalog mirror, settings, counters, insights and the whole conversation journal, is deleted when Shopify sends the store redaction request (48 hours after uninstall).

Your rights

You can see your settings, the journal and the Atlas report in the app at any time, and shorten the retention period in Settings. You can ask us to export or delete your data by emailing support@novasoft.ge. We answer GDPR requests from the EU and UK and CCPA requests from California within 30 days. Shopify's customer data requests and redaction requests are acknowledged automatically through the mandatory compliance webhooks; because no shopper account or identifier is stored, a conversation cannot be matched to a person and there is no shopper record to return or delete. Shoppers who want a conversation removed can contact the store, which controls the journal.

Changes

If this policy changes in a way that matters, we show the new date here and tell you inside the app.

Contact

NovaSoft, Zestaponi, Georgia · support@novasoft.ge

Questions: support@novasoft.ge · Privacy policy · Terms of service · All NovaSoft apps