Privacy Policy

Venqo.ai ("Venqo", "we", "us") provides an AI shopping assistant that Shopify merchants install on their stores. This policy describes what data we collect from (a) merchants who install our app and (b) shoppers who interact with the assistant on a merchant's storefront, and how we use that data.

Our role differs per data category. For merchant account data we act as a data controller. For data that originates from a merchant's shoppers (conversations, visitor identifiers, cart events) we act as a data processor on behalf of the merchant, who is the controller.

Shop data. When a merchant installs Venqo on Shopify, we receive the shop domain, the Shopify access token (encrypted at rest), the product catalog (titles, descriptions, variants, prices, images, availability), collections, policies and FAQs. We read this data through the Shopify Admin API and/or the Shopify Storefront MCP.

Shopper conversations.When a shopper talks to the assistant on a merchant's site, we store the messages they send and the assistant's replies, a pseudonymous visitor identifier (a cookie/local-storage id scoped to that store), the page they were on, and any products or orders they asked about. We do not require shoppers to create an account.

Order lookups.If a shopper asks about an order, we send the email address or order number they provide to the merchant's Shopify store to fetch status, shipping and tracking. We do not retain the underlying Shopify order record; only a log of the lookup (timestamp, masked email, outcome) is kept for abuse prevention.

Merchant dashboard data. When a merchant signs in to the Venqo dashboard we collect their email address, authentication metadata (via Supabase Auth), billing metadata (via Stripe — we do not store card numbers), and the choices they make inside the app (widget configuration, knowledge base uploads, brand voice settings).

Usage and diagnostic data. We collect request logs, latency metrics, feature-flag exposure, and aggregate conversation counts. If optional product analytics are enabled in the future (PostHog or similar) the cookie banner will ask before any such script loads.

We use the above data to:

• Operate the assistant — answer shopper questions, recommend products, look up orders, and hand off to the merchant when needed.
• Provide the merchant dashboard (conversation history, analytics, billing, configuration).
• Enforce plan limits, prevent abuse, and monitor service health.
• Send transactional emails (install confirmations, billing receipts, usage alerts, password resets). Marketing emails are opt-in and can be revoked at any time from the dashboard.
• Comply with legal obligations and, where applicable, the merchant's instructions under our Data Processing Agreement.

This section is important given Shopify's API Terms §2.3(24), which restricts training/fine-tuning ML on data obtained through Shopify APIs without the merchant's consent.

Inference only.We use merchant catalog data and shopper conversation context exclusively to generate responses for that same merchant's shoppers. Each request is scoped to a single merchant; there is no cross-tenant sharing.

No training on merchant data. We do not train, fine-tune, or otherwise update model weights using merchant catalog data, shopper conversations, or any data obtained via Shopify APIs.

LLM providers. Prompts are sent to our inference providers (Anthropic and OpenAI) under their zero-retention / no-training enterprise terms. Their published policies state that API inputs and outputs are not used to train their models by default. We rely on those contractual defaults and do not opt in to any training program.

If this ever changes.Any future opt-in training — for example, a per-merchant fine-tuned model — will be strictly per-merchant, opt-in, and never aggregated across tenants. We will amend this policy and the merchant's Data Processing Agreement before collecting any such consent.

We share data with the following sub-processors, each under a contractual data-protection agreement:

• Supabase — application database, authentication, object storage. Hosts all merchant and shopper data at rest.
• Stripe— billing and payment processing. Card data goes directly from the merchant's browser to Stripe; we never see it.
• Resend — transactional email delivery (install confirmations, receipts, usage alerts).
• Inngest — background job orchestration (email sends, usage watchers, webhook handling).
• Shopify— source of merchant shop data; destination for order lookups. Governed by Shopify's own privacy terms.
• Anthropic (Claude) and OpenAI — LLM inference providers. Prompts are sent under their enterprise zero-retention / no-training defaults.
• Vercel — application hosting and edge delivery.

A current sub-processor list is maintained in our Data Processing Agreement and kept in sync with this page. See /dpa.

• Shopper conversations. Retained for up to 24 months from the last message, then deleted or anonymised. Merchants may request earlier deletion for a specific shopper via support@venqo.ai.
• Shop data / catalog. Retained while the app is installed. Deleted within 30 days of app uninstall, subject to any pending Shopify privacy webhooks.
• Billing records. Retained for 7 years to comply with tax and accounting law. We cannot delete these earlier.
• Email logs. Retained for 18 months for delivery troubleshooting and abuse prevention.
• Aggregate analytics. Retained indefinitely in anonymised form (no individual identifiers).

If you are in the EEA, UK, Switzerland, or another jurisdiction with equivalent data-protection law, you have the rights of access, rectification, erasure, restriction, portability, and objection.

Merchants can exercise these rights directly from the dashboard or by emailing support@venqo.ai. Right-to-erasure requests are processed within 30 days as required by GDPR.

Shoppers should contact the merchant whose store they used; the merchant is the controller for shopper data and will instruct us to action the request. We also implement the mandatory Shopify privacy webhooks (customers/redact, shop/redact, customers/data_request) so these flow through the standard Shopify process.

Our infrastructure and sub-processors are located in the United States and the European Union. Where personal data leaves the EEA we rely on the European Commission's Standard Contractual Clauses (2021/914) and supplementary measures as appropriate. A copy of the SCCs in place with each sub-processor is available on request.

We use TLS for all data in transit and encryption at rest for databases and object storage. Shopify access tokens are encrypted with a separate key. Access to production data is restricted to named employees and logged. Multi-tenant isolation is enforced at the database layer via row-level security.

No system is perfectly secure. If you believe you have found a vulnerability in Venqo, please email support@venqo.ai with "security" in the subject line.

See our Cookie Policy for a detailed breakdown of what we set, why, and how to opt out of non-essential categories.

Venqo is a B2B tool sold to Shopify merchants. We do not knowingly collect data from children under 16. Shoppers on a merchant's store are subject to that merchant's own policies and any applicable consumer protections.

We will update the "Last updated" date at the top of this page whenever we change the policy. For material changes we will also notify logged-in merchants by email and in-product.

Data-protection inquiries, access/deletion requests, and any other privacy questions should go to support@venqo.ai. Legal entity: [Company legal entity — TBD]. Registered office: [Address — TBD]. Governing jurisdiction: [Jurisdiction — TBD].