Privacy Policy
Aria: AI Sales & Support Agent
This Privacy Policy explains how Pryxo Tech Pvt. Ltd. collects, uses, and protects information through Aria: AI Sales & Support Agent (“Aria,” “the App”), installed on a merchant’s Shopify store.
1. Who This Policy Covers
- Merchants who install Aria on their Shopify store.
- Shoppers who chat with Aria on a merchant’s storefront.
2. Information We Access and Collect
Aria requests the following Shopify permissions, each used for a specific, limited purpose:
| We access | To do this |
| Store content (policies, blog posts, pages) | Answer accurately from your real return, shipping, privacy, and terms policies |
| Customer records | Recognize returning shoppers and verify identity for order lookups |
| Inventory levels | Avoid recommending out-of-stock products |
| Orders | Look up order status, fulfillment, and tracking — only after verifying both the order number and the email on the order |
| Products | Power product search and recommendations from your real catalog |
| Themes | Detect whether the chat widget is actually live, and support one-click activation |
| Discounts | Create real, time-limited discount codes when a Smart Discount trigger fires |
We do not request any permission to issue or process refunds. Aria can prepare a return request for your team, but she never has the ability to approve, process, or issue a refund herself.
We also collect, directly from the chat widget:
- Chat messages the shopper types, and Aria’s replies.
- Contact details a shopper voluntarily provides, such as an order number and email, when asking about an order or return.
- Basic session/technical data (page context, cart contents, approximate device/browser info) used to make the conversation relevant.
Aria does not collect payment card numbers or checkout credentials, and no such data should ever be typed into the chat widget.
3. How We Use Information
- Generate real-time chat replies, product recommendations, and order-status answers.
- Verify identity (order number + email match) before disclosing any order details — never from an email address alone.
- Detect hostile, abusive, or threatening messages (Inbox Guard) to protect your support team.
- Detect price/shipping hesitation or exit intent to offer a real, time-limited discount code, where enabled.
- Hand off a conversation to a human agent when requested, low-confidence, or sensitive.
- Provide merchants with conversation transcripts, analytics, and knowledge-base tools.
- Improve response quality and troubleshoot issues.
4. AI Processing and Third-Party Providers
Aria generates conversational replies using Anthropic’s Claude language model, and uses an OpenAI embedding model to power semantic search over your synced store content. Relevant chat messages and store context are sent to these providers solely to generate a reply or retrieve relevant knowledge. We do not use merchant or shopper chat data to train general-purpose AI models, and we do not sell chat data to any third party.
5. Data Sharing
We share data only with:
- The merchant who owns the store — all conversation data is visible in their Aria dashboard.
- The AI/embedding providers above, strictly to generate responses and retrieve relevant content.
- Klaviyo, only if the merchant has connected their own Klaviyo account and enabled specific event sharing.
- Service providers who help us host and operate the App, under confidentiality obligations.
- Authorities, if required by law.
We do not sell personal information.
6. Data Retention
- Conversation history persists per the merchant’s configured Session Retention setting (1 hour, 24 hours, 7 days, 30 days, or never expire).
- Merchants can access full conversation records for as long as their account is active.
- If a merchant uninstalls Aria, all associated store data is fully deleted approximately 48 hours after uninstall.
7. Your Rights (GDPR, CCPA, and similar laws)
If you’re a shopper: you may request access to, correction of, or deletion of your personal data. A deletion request removes your conversation history and contact records with that specific store only. Contact the merchant directly, or reach us at support@pryxotech.com.
If you’re a merchant: Shopify’s standard customer-data-request and customer-redact processes apply automatically. Uninstalling the app triggers full data deletion within about 48 hours
8. Data Security
Sensitive credentials you provide (such as a Klaviyo API key) are encrypted at rest and only decrypted server-side when needed. We use industry-standard safeguards — encryption in transit, access controls, and secure hosting. No system is 100% secure, and we continually review our practices.
9. Contact Us
10. Changes to This Policy
We may update this Privacy Policy from time to time. Material changes will be reflected by updating the “Last updated” date at the top of this document.