UseMate (“we”, “us”) operates the UseMate app for Shopify stores. This policy explains what data we handle when a store installs UseMate and when its customers use the UseMate help page.
1. Data we handle
- Store data: shop domain, store name, email, time zone, currency and plan.
- Order data: the orders a customer asks about — order number, products, delivery status, and the customer ’s name and email.
- Product data: product titles and images, and the guides and quick answers the store uploads.
- Chats: messages a customer sends on the help page, and the replies from the AI and the store team.
- Usage data: counts such as chats, outcomes and email opens, to show the store its dashboard.
2. How we use it
- To answer a customer’s question about their own order.
- To send the store’s after-delivery emails and chat reply notices.
- To hand a chat to the store team and show the store its results.
- To bill the store through Shopify and to keep the service safe and working.
We do not sell data, use it for advertising, or use one store’s data to answer another store’s customers.
3. Service providers
- Hetzner (Finland, EU) — servers and database.
- Amazon Web Services — file storage (S3) and email sending (SES).
- Anthropic — the AI model that writes answers. Data sent through its API is not used to train models.
- Langfuse — AI quality monitoring, with emails, phone numbers and names removed before sending.
- Sentry — error reports. PostHog — usage of the store admin only, never the customer help page.
- Cloudflare Turnstile — bot check on the order lookup form.
4. How long we keep data
- Chats are deleted 90 days after they end.
- Order facts (order number, email, first name) are deleted one year after the order.
- Copies of Shopify’s order notifications are deleted after 30 days.
- When a store uninstalls UseMate, its data is deleted within 48 hours of Shopify’s request.
- Customer data requests and deletion requests from Shopify are handled automatically.
5. Security
Data is sent over HTTPS, stored on encrypted servers in the EU, and backups are encrypted. Access is limited to the people who run UseMate.
6. Your rights
Customers can ask the store, or us, to see or delete their data. Write to privacy@usemate.io and we will reply within 30 days.
7. Contact
UseMate · 6/A, Road-4, Plot-2, Mirpur, Dhaka-1216, Bangladesh · support@usemate.io