7x24hrs Privacy Policy
Last updated: 21 October 2026
7x24hrs AI Support (“we”, “the app”) is a chat assistant that online stores add to their storefront. This page explains what information the app handles, why, and for how long. Questions: [email protected].
Who is responsible for what
A store that installs the app (a “merchant”) decides to offer the assistant to its shoppers. For the information shoppers type into the chat, the merchant is the data controller and we act as its processor: we handle that information only to run the assistant for that store. For the merchant's own account information we are the controller.
What we collect
| Information | Why | How long |
|---|---|---|
| Store content: product names, descriptions, prices, stock, collections, the store's published pages, its menu links and its policies, read from Shopify; and the text of the public pages of the store's website, read from the website itself | So the assistant can answer from it | Refreshed every 30 minutes (website pages once a day); deleted when the app is uninstalled |
| Store account: shop address, the support e-mail address the merchant enters, the plan, and the access key Shopify issues to the app (stored encrypted) | To run the app and bill for it through Shopify | Until the app is uninstalled |
| Website owner account (websites that are not on Shopify): the owner's e-mail address, the website's address and domains, the support e-mail and appearance settings, the language chosen for the dashboard and e-mails, and the domain the chat was last seen on; for a paid plan, the plan and the reference numbers of the owner's Stripe customer and subscription. Sign-in uses one-time links sent by e-mail; we keep only a fingerprint of each link, for 15 minutes, and a signed cookie keeps the owner signed in for up to 30 days | To sign the owner in, run the assistant on their website and stop others from using it elsewhere | Until the owner deletes the website or the account, which removes it at once |
| Chat destinations the merchant chooses to connect: the Slack channel, Discord channel or Telegram chat that requests are sent to (Slack access is stored encrypted) | To deliver requests that need a person | Until disconnected or the app is uninstalled |
| Conversations: what a shopper types and what the assistant replies, including anything the shopper chooses to write, such as an e-mail address or an order number | To answer, to pass requests to the merchant, and to show the merchant what was asked and what could not be answered | 90 days, then deleted; deleted at once when the app is uninstalled |
| Order status: when a shopper gives an order number and the matching e-mail address, the app asks Shopify for that order's status | To answer “where is my order?” | Not stored separately; it is kept only as part of the conversation it appears in |
| Refund and discount code requests (Shopify stores that switch them on): refunds above the merchant's limit and every discount code, with the order number, the amount, the reason the shopper gave, the e-mail address on the order and, for a code, the shopper's Shopify customer ID and the code made | So the merchant can approve or reject the request, so we can e-mail the shopper an approved code or tell them it was rejected, and so an order gets one code at most | The latest 200 per store; a request not decided within 7 days expires. The shopper's e-mail address is removed when they ask for their data to be deleted; everything is deleted when the app is uninstalled |
| Network address (IP) of the browser using the chat | To stop abuse by limiting how fast messages can be sent | Held in memory for up to 24 hours; not written to our records |
| Standard answers: questions shoppers often ask, some in the words a shopper used, each with the facts from the store content that answer it. Questions about a shopper's own order are not kept | To answer common questions faster and the same way each time | Until the merchant deletes them; deleted at once when the app is uninstalled or the website is deleted |
The chat does not use cookies (the sign-in cookie is only used on the owner's dashboard). It keeps two things in the browser's local storage so a conversation continues when the shopper moves from page to page: one random identifier, which is not linked to a name or account, and the text of the current conversation, which the browser discards after two hours without a new message. Our website and the owner's pages remember the language and the light or dark look a visitor chooses, in the browser and in a cookie that holds nothing else. We do not collect payment card details: website owners who pay by card enter them on Stripe's pages, and we never see them. We ask shoppers not to type card details into the chat.
What we do not do
- We do not sell personal information or share it for advertising.
- We do not use conversations or store content to train AI models.
- We do not track shoppers across websites or build profiles of them.
- The assistant does not make decisions with legal or similarly significant effects. Complaints are passed to the merchant's staff. Only if a Shopify merchant switches it on, the assistant can cancel an unshipped order, change its delivery address or refund it at the shopper's request, after the shopper types a one-time code that the app e-mails to the address on the order. A refund is made only up to a limit the merchant sets, or with the merchant's approval. With the same code it can also submit a return request, which the merchant approves or declines in Shopify, and give a discount code, again only up to the merchant's limit or with the merchant's approval.
Who else handles the information
We use these service providers to run the app. They receive only what they need for their part.
| Provider | What for | Where |
|---|---|---|
| Oracle Cloud | The server the app runs on and where its records are stored | Japan |
| Cloudflare | Network delivery and protection | Worldwide |
| AI service providers (a paid service, with a backup provider) | The AI service that writes the answers. It receives the conversation and the relevant store content. | United States |
| Zoho Mail | Sending e-mail to the merchant when a request needs a person | United States |
| Shopify | Store content, order status, installation and billing | Worldwide |
| Stripe | Card payments for paid plans of websites that are not on Shopify: the owner's e-mail address, card and billing details, and invoices | United States and worldwide |
| Slack, Discord or Telegram | Only if the merchant connects one: the request and the recent conversation are posted to the chat the merchant chose, and what the merchant's team answers there is passed back to the shopper. If the merchant turns on the live feed, shoppers' conversations are also posted there as they happen, with e-mail addresses and phone numbers shortened and without order details | Worldwide |
This means information may be processed outside the country a shopper lives in, including in Japan and the United States. We may also disclose information when the law requires it.
Keeping it safe
Connections to the app are encrypted. The server's storage is encrypted, and access keys are encrypted a second time where they are stored. A backup of the app's records is made every day, encrypted, and kept for seven days; this is the only place where something you have deleted can remain, and it is gone after those seven days. Order status is shown only when the order number and the e-mail address match. Access to the server is limited to the people who operate the app, is by key only, and is logged. Real customer data is never used for testing. No system is perfectly secure; if a breach affects a merchant's data we will tell that merchant without undue delay.
Your choices and rights
Shoppers: depending on where you live, you may have the right to see, correct or delete the information held about you, or to object to its use. Contact the store you were chatting with, or write to us and we will pass the request on. When a store asks us through Shopify to delete a shopper's information, we delete the conversations that contain that shopper's e-mail address or phone number.
Merchants: you can disconnect chat destinations and change your support address in the app at any time. Uninstalling the app deletes everything we hold for your store. You can ask us for a copy of your store's records before uninstalling.
If you are in the EEA, the UK or Switzerland, you also have the right to complain to your data protection authority.
Children
The app is a tool for businesses and is not directed at children. We do not knowingly collect information from children.
Changes
If we change this policy we will update the date above, and tell merchants in the app if the change is significant.
Contact
7x24hrs AI Support — [email protected]