Privacy policy

Last updated: October 31, 2026

Nova AI is a Shopify app operated 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, who else processes it, and for how long.

Who is responsible

For data about your store (the merchant), NovaSoft is the controller. For data about your shoppers that passes through the chat, your store is the controller and NovaSoft processes it on your behalf, as your processor, under the data processing section of the terms. Your store's own privacy policy should tell shoppers about the chat and the AI provider it uses.

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 only. 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, the AI provider and model for your store and, if you enter one, your own AI provider key (encrypted).
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.
Insights and advice: 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. A name a shopper types into a message is not detected by the mask and stays in the text for the retention period.
Retention: conversations are deleted after the number of days set in Settings (90 by default), and never kept longer than your plan's journal length: 7 days on Free, 30, 180 or 365 days on the paid plans.
No shopper account: 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.
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 the insights are built from it.

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 Nova AI 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. This is the only shopper identifier the app stores. It is kept 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 redaction request for it, or when the store's data is erased after uninstall.
Operators: the name and email of each staff member you add, a hash of their sign-in links and sessions, their messages in the team chat, and the push-notification address of each device they turn notifications on for. The store's data erasure after uninstall deletes all of these.

AI processing

The agents' replies are written by a third-party AI provider: Anthropic, OpenAI or Google, whichever is configured for your store. Either you enter your own key for that provider, or the key NovaSoft configures for that provider (the platform key) is used. For each reply, the shopper's message (masked as above), the conversation so far and the catalog and policy excerpts needed for the answer are sent to that provider, which processes them under its own terms and privacy policy. Without a working key, a built-in mode answers from your catalog and policies and no text leaves our server.

Shoppers are told they are talking to AI: the chat greets them as the store's AI team, and every AI message carries an “AI” label with the agent's role (for example “AI Consultant”). Messages from your staff are labelled “Person”.

Sub-processors

Hosting provider (Contabo): the server that runs the app and holds its database, in Germany (EU).
Google Workspace: delivery of the app's emails (operator sign-in links, “leave your email” requests, notices to the store).
The AI provider configured for your store (Anthropic, OpenAI or Google): writing the agents' replies, as described above.
Browser push services (Apple, Google, Mozilla or Microsoft, depending on the device's browser): delivering notifications to your staff's devices. A notification says a shopper asked for a person, with a one-line summary of the request; it carries no full conversation.
Shopify: the platform the app runs on, and billing.

We do not sell your data or your shoppers' data, and we share it with no one else.

International transfers

NovaSoft is based in Georgia, outside the EEA, and the AI providers and Google may process data in the United States or other countries outside the EEA. For these transfers we rely on the providers' data processing terms, including the standard contractual clauses where a provider offers them. Masking keeps emails, phone numbers, card numbers and street addresses out of what is sent to the AI provider.

What NovaSoft sees

To run the service, NovaSoft's admin view shows 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 shows no shopper data or conversation text.

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 pass a chat to your staff, to apply the plan and quotas you chose, to show you the journal and the insights, and to bill you through Shopify. For merchant data the basis is our contract with you; for shopper data it is your instructions as the controller.

How long we keep it

While the app is installed, except conversations, which follow your retention setting, and shopper emails, which are deleted with them. 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, operators and the whole conversation journal, is deleted when Shopify sends the store redaction request (48 hours after uninstall).

Requests from shoppers and Shopify

A shopper who wants to see or delete their data should ask the store, which controls the journal; the store, or the shopper directly, can also write to support@novasoft.ge. The app answers Shopify's mandatory privacy webhooks:

Customer data request: we look up what the app holds for the customer's email (the requests for a person where it was left, and the masked conversations they belong to) and email the store a summary.
Customer redaction: the customer's email is removed from every request for a person.
Shop redaction (48 hours after uninstall): all of the store's data is deleted.

Because the app stores no shopper account, a conversation in which no email was left cannot be matched to a person.

Your rights

You can see your settings, the journal and the insights in the app at any time, and shorten the retention period in Settings. You can ask us to export, correct or delete your data by writing to support@novasoft.ge. We answer GDPR requests from the EU and UK and CCPA requests from California within 30 days. You may also complain to your data protection authority.

Changes

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

Contact

NovaSoft, Georgia · support@novasoft.ge

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