Privacy Policy

Effective Date: 5 June 2026

This Privacy Policy describes how Raye ("we", "us", or "our") collects, uses, and discloses your Personal Information when you install or use the Raye AI Retail Expert app (the "App") in connection with your Shopify-supported store. This policy is designed to comply with standard global data protection regulations, including the UK GDPR, and Shopify’s strict app developer requirements.

1. Information We Collect

When you install the App, we are automatically able to access certain types of information from your Shopify account and from your customers.

Information Collected from Merchants:

  • Store Information: Your Shopify domain, store email address, and active theme details to enable the chat widget.
  • Configuration Data: Settings configured within your dashboard, including your notification email, shipping policies, returns policies, and preferred AI tone of voice.
  • Custom Knowledge Base: Any text (.txt) or data (.csv) files you upload to train your custom AI 'brain'.
  • Billing Information: Your selected subscription tier (managed securely via Shopify's Billing API).

Information Collected from Shoppers (Your Customers):

  • Contact Information: Names, email addresses, and phone numbers captured via the pre-chat form or WhatsApp integration.
  • Order Information: Order numbers provided by the customer for support tracking.
  • Chat Transcripts: The full text of conversations between your customers and the Raye AI agent.
  • Restock Leads: Email addresses and phone numbers specifically captured when a customer requests an alert for an out-of-stock product.
  • Technical Data: IP addresses, temporarily processed at the network edge to enforce chat rate limits and prevent spam or abuse.

2. How We Use Your Information

We use the collected information exclusively to provide and improve the Raye service for your store. Specifically, we use this data to:

  • Power the AI chat agent, allowing it to read your uploaded guides and live Shopify inventory to answer customer queries accurately.
  • Provide omnichannel messaging via your website widget and WhatsApp.
  • Log restock alerts and generate sales leads for your dashboard.
  • Send transcript summaries and human-handoff notifications to your designated support email.
  • Monitor usage against your monthly chat limits to manage billing tiers.

A Note on AI Training: The custom knowledge base files and chat transcripts associated with your store are isolated. We do not use your proprietary store data or your customers' personal information to train foundational AI models for other organisations.

3. Sharing Your Information

We do not sell, rent, or trade your personal data or your customers' data. We only share information with trusted third-party sub-processors strictly necessary to operate the App:

  • Shopify: To sync inventory, read product data, and process billing.
  • Cloudflare: To host our databases, edge network, and vector search infrastructure.
  • Google Gemini API: To generate the intelligent conversational AI responses. Only the necessary context (e.g., store policies and the customer's query) is sent to generate the reply.
  • Meta (WhatsApp Graph API): To send and receive messages if you have activated the WhatsApp integration.
  • Resend: To deliver automated chat transcripts and missed-sale email alerts to your support team.

4. Data Rights and Shopify Compliance

We fully support your customers' data privacy rights. We have integrated Shopify’s mandatory privacy webhooks directly into our backend.

  • Right to Erasure (customers/redact): If a customer requests that you delete their data from Shopify, Shopify will automatically notify us, and we will purge their contact details and identifiable chat logs from our databases.
  • Right to Access (customers/data_request): If a customer requests a copy of their data, we will provide the relevant chat transcripts and lead data.
  • Store Deletion (shop/redact & app/uninstalled): If you uninstall Raye, we automatically disable your account and purge your active session tokens. If you request store data deletion, we will permanently remove your custom knowledge base, settings, and historical chat logs.

5. Security

We take data security seriously. Raye is built on edge-native infrastructure, meaning incoming chat requests are aggressively filtered for spam, and rate limits are enforced before they ever reach the core database. All communication between the Shopify storefront, our servers, and third-party APIs is encrypted in transit using industry-standard protocols.

6. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes via the email address connected to your Shopify store.