Last Updated: February 11, 2026
TensorChat ("we," "our," or "us") operates the TensorChat application (the "App") available on the Shopify App Store. This Privacy Policy explains how we collect, use, disclose, and protect information when you install and use our App.
By installing TensorChat, you agree to the collection and use of information in accordance with this policy.
1. Information We Collect
1.1 Merchant Information (Collected via Shopify)
When you install TensorChat, we receive the following information from Shopify:
- Shop domain (e.g., your-store.myshopify.com)
- Shopify access tokens (to operate the App on your behalf)
- Account owner name and email (for authentication and communication)
1.2 Store Data Accessed
TensorChat accesses certain store data through the Shopify API to provide its core functionality:
- Product information (titles, descriptions, prices, images, variants) — used to power AI-driven product recommendations in the chat widget.
- Customer data (read access) — used only when explicitly requested by a customer during a chat session (e.g., order lookup).
- Order data (read access) — used to help customers check order status through the chat widget.
- Draft orders (write access) — used to facilitate checkout suggestions when a customer expresses purchase intent.
1.3 Conversation Data
When customers interact with the TensorChat widget on your storefront, we collect:
- Chat messages (customer inputs and AI responses) — stored to maintain conversation context and provide conversation history in the merchant admin panel.
- Customer email addresses — collected only if a customer voluntarily provides their email during an escalation (support ticket) request.
- Tool call logs — records of AI actions (e.g., product searches, cart additions) during a conversation session.
1.4 Billing and Usage Data
- Subscription status and plan type — to manage your billing plan.
- Conversation usage counts — to track usage against your plan's included conversations.
- Token usage metrics — aggregated counts used for internal billing calculations.
1.5 Customization Data
- Brand settings (colors, chat titles, welcome messages, icons) — stored to customize the chat widget's appearance on your storefront.
- System prompts — custom AI behavior instructions you configure through the admin panel.
2. How We Use Your Information
We use the information we collect to:
- Provide and operate the App: Power the AI chat widget, process product recommendations, and enable cart functionality.
- Maintain conversation history: Allow merchants to review customer interactions through the admin panel.
- Process escalations: Send support ticket emails to you when a customer requests human assistance.
- Manage billing: Track conversation usage, process subscription charges through the Shopify Billing API, and manage plan limits.
- Improve the App: Analyze aggregated, anonymized usage patterns to improve AI response quality and App performance.
- Communicate with you: Send important notices about your account, billing, or changes to the App.
3. Third-Party Services
TensorChat uses the following categories of third-party cloud services to operate:
| Service Type |
Purpose |
Data Shared |
| Large Language Model (LLM) Provider |
AI-powered chat response generation |
Conversation messages (sent for AI response generation) |
| Email Delivery Service |
Transactional email delivery |
Customer email, conversation transcripts (only during escalations) |
| Cloud Hosting Provider |
Application and database hosting |
All App data is hosted on secure cloud infrastructure |
| Shopify |
Platform integration |
Store data accessed via Shopify APIs |
Each third-party service provider operates under its own privacy policy and is selected for its compliance with industry-standard security and privacy practices.
4. Data Storage and Security
- Storage: All data is stored in an encrypted database hosted on secure cloud infrastructure in the United States.
- Encryption in transit: All data transmitted between your store, our servers, and third-party services is encrypted using TLS/SSL.
- Access tokens: Shopify access tokens and API keys are stored securely and are never exposed to end users.
- Data isolation: Each merchant's data is logically separated by shop domain; merchants can only access their own store's conversations and settings.
5. Data Retention
- Conversation data: Retained for as long as your App is installed. Conversations can be viewed in the admin panel.
- Session data: Retained for as long as your App is installed and is required for App authentication.
- Billing records: Retained for as long as required for accounting and legal compliance purposes.
- Upon uninstallation: When you uninstall TensorChat, we will delete your store's data within 30 days, except where retention is required by law.
6. Data Sharing
We do not sell, rent, or trade your personal information or your customers' data to third parties.
We only share data in the following circumstances:
- With third-party service providers (listed in Section 3) strictly as needed to operate the App.
- To comply with legal obligations: If required by law, regulation, or legal process.
- To protect rights: If necessary to enforce our terms of service, protect our rights, or ensure the safety of our users.
7. Merchant Rights
As a merchant using TensorChat, you have the right to:
- Access: View all conversation data and settings through the App's admin panel.
- Modify: Update your store's customization settings, system prompts, and billing plan at any time.
- Delete: Request deletion of your data by contacting us at support@tensorbasis.com.
- Export: Request an export of your conversation data by contacting us.
- Uninstall: Remove the App at any time through your Shopify admin, which will trigger data deletion.
8. Customer (Buyer) Privacy
TensorChat interacts with your store's customers through the chat widget. Regarding customer data:
- We do not require customers to create an account or log in to use the chat.
- Customer email addresses are collected only when voluntarily provided during an escalation request.
- Conversation content is stored on our servers to maintain session context but is only accessible to the merchant (store owner) through the admin panel.
- We do not use customer data for marketing, advertising, or any purpose unrelated to the App's core functionality.
9. GDPR and Data Protection Compliance
For merchants and customers in the European Economic Area (EEA):
- We process data based on legitimate interest (providing the App's functionality) and consent (when customers voluntarily engage with the chat widget).
- We comply with Shopify's mandatory GDPR webhooks including:
customers/data_request — We provide all stored customer data upon request.customers/redact — We delete all customer-related data upon request.shop/redact — We delete all shop data upon uninstallation.
- You may exercise your data protection rights by contacting us at support@tensorbasis.com.
10. California Consumer Privacy Act (CCPA)
For California residents:
- We do not sell personal information.
- You have the right to know what data we collect and request its deletion.
- Contact us at support@tensorbasis.com to exercise your rights.
11. Cookies and Tracking
TensorChat does not use cookies or tracking pixels. The chat widget uses browser localStorage solely to maintain the current conversation session ID. No cross-site tracking is performed.
12. Children's Privacy
TensorChat is not directed at individuals under the age of 13. We do not knowingly collect personal information from children under 13. If you believe we have inadvertently collected such data, please contact us immediately.
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. When we do, we will update the "Last Updated" date at the top of this page. Continued use of the App after changes constitutes acceptance of the updated policy.
14. Contact Us
If you have any questions about this Privacy Policy, your data, or our practices, please contact us: