Chat-Native Privacy Policy

Effective date: 03 March 2026
Chat-Native, a service operated by Plink AI Lab

This Privacy Policy explains how Chat-Native (“Chat-Native”, “we”, or “us”) collects, uses, discloses, and safeguards information when you engage with our conversational commerce platform and related services (the “Service”). Chat-Native is provided by Plink AI Lab, the parent company behind the Service. We provide enterprise AI agents that operate on behalf of our customers (“Customers”) across web, messaging, and retail channels.

1. Information We Collect

Category Examples Source
Account & contact Work email, name, job title, role, authentication data Provided by you or your employer
Operational data Product catalog feeds, policies, order records, transcripts, analytics Connected systems and manual uploads
Usage data Device identifiers, IP address, feature usage, API metrics Collected automatically via the Service
Support interactions Tickets, chat logs, feedback, issue details Your communications with us

For Shopify Merchants

When you install Chat-Native on your Shopify store, we collect and process the following data to power your AI shopping assistant:

  • Order Information: Order numbers, order status, fulfillment status, and tracking information. This allows customers to check their order status through the chatbot.
  • Customer Contact Information: Email addresses and names (only when customers voluntarily provide it during chat conversations) to enable personalized support responses.
  • Product Data: Product names, descriptions, prices, images, and inventory status. This helps the AI assistant answer product questions and make recommendations.
  • Chat Conversations: All messages exchanged between your customers and the AI assistant to improve responses and provide chat history.
  • Store Metadata: Your store name, domain, and basic configuration to connect and authenticate the service.

We do NOT collect: Payment information, credit card numbers, full customer addresses (only city/state for order tracking), or any sensitive financial data. All data collection is limited to what's necessary to provide the chatbot service.

Merchant Control: As a Shopify merchant, you control your customer data. You can request data deletion, export customer data, or uninstall the app at any time through your Shopify admin. We comply with all GDPR data subject requests through automated webhooks.

2. How We Use Information

  • Deliver and maintain the Service, including agent orchestration, reporting, and integrations.
  • Secure the platform, monitor performance, and detect abusive or unauthorized activity.
  • Provide onboarding, technical support, training, and account communication.
  • Develop new features, conduct research, and improve AI models (using de-identified or aggregated data where possible).
  • Meet legal obligations and enforce our agreements.

3. Data Storage and Retention

Customer data is stored in secure cloud infrastructure managed by vetted hosting providers (primarily Amazon Web Services in the United States). Backups are encrypted, access is limited by role, and production systems are monitored 24/7. We keep information only as long as it is necessary to provide the Service, support our Customers, comply with law, resolve disputes, and maintain required business records. Customers can request shorter retention periods or deletion of specific records by contacting our support team.

4. Legal Basis

If you are located in the European Economic Area, United Kingdom, or Switzerland, we rely on the following legal bases: (a) performance of a contract, (b) legitimate interests in providing and improving the Service, (c) compliance with legal obligations, and (d) consent where required (e.g., certain marketing communications).

5. Sharing & Disclosure

  • Service Providers. We work with vetted sub-processors (cloud infrastructure, messaging platforms, analytics, payment processors). A current list is available by request.
  • Customers. We share information with the relevant Customer who controls the workspace or integration where the data originated.
  • Legal Compliance. We may disclose information if required by law or to protect rights, safety, and property.
  • Business Transfers. In the event of a merger, acquisition, or asset sale, information may be transferred to the acquiring entity.

6. International Transfers

Chat-Native operates globally. When we transfer personal data outside its origin region, we implement appropriate safeguards, such as Standard Contractual Clauses or equivalent mechanisms, and review sub-processor commitments at least annually.

7. Security

We employ administrative, technical, and physical measures designed to protect personal data, including encryption in transit, role-based access, audit logging, and dedicated security operations. No system is completely secure; please notify us immediately at privacy@chat-native.com if you suspect unauthorized access.

8. Your Rights

Depending on your jurisdiction, you may have rights to access, correct, delete, restrict, or export certain personal data we process on your behalf. Requests should be submitted through your Chat-Native administrator or by emailing privacy@chat-native.com. We support Customers in responding to end-user requests consistent with applicable law, including GDPR, CCPA/CPRA, and other national privacy frameworks.

9. Your Privacy Choices

  • Opt out of marketing. Every promotional email includes an unsubscribe link. You may also email privacy@chat-native.com with “unsubscribe” in the subject line.
  • Data access, correction, or deletion. Submit a request to your workspace owner or our support team. Merchants can reference our data deletion instructions for step-by-step guidance.
  • Do Not Sell or Share. Chat-Native does not sell personal information as defined under U.S. state privacy laws, and we only share data with processors acting on our behalf.
  • Cookie controls. You can manage cookies and similar technologies through your browser settings. Certain features may rely on cookies to function properly.

10. Marketing Communications

We may send service updates, security notices, and promotional emails. You can opt out of marketing communications through the unsubscribe link. You will still receive transactional or security-related messages.

11. Third-Party Services

The Service may link to third-party sites or integrate with external tools. Their privacy practices are governed by their own policies; review them before sharing personal information.

12. Google Ads Data Access

Our platform integrates with the Google Ads API to help users analyze and manage their advertising campaigns.

When a user connects their Google Ads account to Chat-Native, they authorize access through Google's OAuth authentication system.

Through this integration, Chat-Native may access the following information from authorized Google Ads accounts:

  • Campaign performance data
  • Advertising metrics such as impressions, clicks, and conversions
  • Campaign configuration information

This data is used solely to provide analytics, reporting, and optimization insights within our platform.

Chat-Native does not sell, transfer, or share Google Ads data with third parties except as required to operate the service.

Users can revoke access to their Google Ads data at any time through their Google account permissions.

13. Children

The Service is not directed to or intended for individuals under 18. We do not knowingly collect personal information from children.

14. Changes to this Policy

We may update this Privacy Policy to reflect changes in technology, law, or our practices. Material updates will be announced through the Service or via email. Continued use after the effective date constitutes acceptance.

15. Contact Us

For privacy questions, requests, or concerns, contact:

Chat-Native Privacy Team
Plink AI Lab
548 Market Street, PMB 62463
San Francisco, CA 94104 USA
privacy@chat-native.com