Privacy Policy

Last updated: April 5, 2026

1. Who we are

Askably is operated by Neovex Pty Ltd ("we", "us", "our"). We provide an AI-powered customer support chatbot for Shopify stores.

2. What data we collect

When a merchant installs Askably, we access the following Shopify data through authorized API scopes:

• Products: titles, descriptions, prices, images, and variants — used to answer customer questions accurately
• Store content: pages and policies — used to answer questions about shipping, returns, and store information
• Orders: order status and tracking (read-only) — used for the optional order tracking feature when a customer provides their order number and email
• Themes: theme information (read-only) — used for automatic widget color matching

From store visitors who use the chat widget, we collect:

• Chat messages (the conversation content)
• A randomly generated session ID (UUID, not tied to personal identity)
• IP address (for rate limiting only, not stored long-term)
• Email address (only if the visitor voluntarily provides it during email handoff)

3. How we use the data

• Product and store data is used solely to generate accurate AI responses to customer questions
• Conversation data is stored to provide conversation history in the merchant's dashboard and for analytics
• Email addresses collected during handoff are forwarded to the merchant's configured support email
• We do not sell, rent, or share any data with third parties for marketing purposes

4. AI processing

Customer messages are processed by third-party AI providers (Google Gemini and OpenAI) to generate responses. Messages are sent to these providers in real-time and are subject to their respective privacy policies. We do not use conversation data to train AI models.

5. Data storage and retention

• Data is stored on Cloudflare infrastructure (Workers, KV, and Neon PostgreSQL)
• Conversation messages older than 90 days are automatically deleted
• Abandoned conversations (no messages, older than 30 days) are automatically removed
• When a merchant uninstalls the app, their data is deleted within 30 days

6. Data security

All data is transmitted over TLS/SSL encryption. Shopify access tokens are encrypted at rest using AES-256. We implement rate limiting and circuit breakers to protect against abuse. Access to merchant data is restricted to authorized personnel only.

7. Merchant rights

Merchants can:

• View all collected data through the Askably dashboard
• Delete individual conversations or knowledge base entries
• Export conversation data (Business plan)
• Request complete data deletion by contacting [email protected]
• Uninstall the app at any time, which triggers automatic data deletion

8. Cookies

The chat widget does not use cookies. Session state is maintained through a randomly generated session ID stored in the browser's sessionStorage, which is cleared when the browser tab is closed.

9. Changes to this policy

We may update this policy from time to time. Significant changes will be communicated through the Askably dashboard. Continued use of the app after changes constitutes acceptance.

10. Contact

For privacy questions or data requests, contact us at [email protected].