Privacy Policy

1. Introduction

Welcome to Boudraw ("Company", "we", "us", or "our"). We are delighted to have you as a user of our innovative AI chat and phone call services, which are seamlessly integrated with Shopify to enhance your e-commerce experience. Your privacy is of the utmost importance to us, and we are deeply committed to safeguarding your personal information and ensuring that your privacy rights are respected and protected at all times. This comprehensive Privacy Policy outlines in detail how we collect, use, disclose, and secure your information when you access or use our services.

By accessing, browsing, or using our services in any manner, you acknowledge that you have read, understood, and agree to be bound by all the terms and conditions of this Privacy Policy. If you do not agree with the practices described herein, we kindly ask you to refrain from using our services. Your continued use of our services constitutes your acceptance of this Privacy Policy and any updates that we may make from time to time.

We strongly encourage you to read this Privacy Policy thoroughly and to periodically review it for any updates or changes. We are committed to being transparent about how we handle your personal information and to ensuring that you have all the information you need to make informed decisions about your data.

2. Information We Collect

2.1 Personal Data

Store Owners:

• Contact Information: We collect your email address and phone number, which are essential for us to communicate with you regarding important updates, service notifications, and other pertinent information related to your account and use of our services.
• Account Information: We may also collect your full name, business name, billing address, and payment details to facilitate transactions, process billing, and maintain accurate records of your account activities.

End Customers:

• Contact Information: We collect the names, email addresses, and phone numbers of your customers to enable seamless communication through our AI chat and phone call services, providing them with personalized support and assistance.

2.2 Usage Data

• Non-Identifiable Feedback Data: From each conversation facilitated through our platform, we extract anonymized and non-identifiable feedback data. This information helps us to improve our services, enhance the AI algorithms, and provide better user experiences without compromising individual privacy.

2.3 Cookies and Tracking Technologies

• Cookies: We use cookies and similar tracking technologies to enhance your experience on our platform. Cookies help us remember your preferences, understand how you interact with our services, and personalize your experience.
• Google Analytics: We utilize Google Analytics to collect information about how our services are used. This includes data such as pages visited, time spent on pages, and other usage statistics, which help us understand user behavior and improve our platform.

Please note that you can control the use of cookies at the individual browser level. If you choose to disable cookies, it may limit your use of certain features or functions on our services.

3. How We Use Your Information

We use the information we collect from you and your customers for a variety of purposes, including but not limited to:

• To Provide and Maintain Our Service: We use your information to deliver the functionalities of our AI chat and phone call services, ensuring that communications between you and your customers are efficient, effective, and personalized.
• To Communicate with You: Your contact information enables us to send you important notices, such as service updates, changes to our terms and policies, billing information, and password reset instructions. These communications are essential for the proper management and maintenance of your account.
• To Forward Communications: We facilitate the forwarding of calls and messages from your customers to you, using the contact information provided. This ensures that you can promptly address customer inquiries and provide high-quality support.
• To Improve Our Services: By analyzing the anonymized feedback data extracted from conversations, we can identify trends, understand user needs, and make enhancements to our AI algorithms and service offerings, ultimately providing a better experience for both you and your customers.
• To Monitor Usage: We monitor usage patterns and analyze metrics such as user engagement, session lengths, and feature utilization. This information helps us optimize our platform's performance, address technical issues, and develop new features that align with user preferences.
• To Ensure Security: Your information helps us maintain the security and integrity of our services by enabling us to detect, prevent, and address fraudulent activities, unauthorized access, and other security risks.
• To Comply with Legal Obligations: In certain cases, we may need to use your information to comply with applicable laws, regulations, legal processes, or governmental requests.

We are committed to using your information responsibly and only for the purposes outlined in this Privacy Policy. We do not sell or rent your personal information to third parties.

4. Legal Basis for Processing Personal Data (Under GDPR)

Under the General Data Protection Regulation (GDPR), we rely on several legal bases to process your personal data, including:

• Contractual Necessity: Processing your personal data is necessary for us to fulfill our contractual obligations to you, such as providing access to our services, maintaining your account, and ensuring the proper functioning of our platform.
• Legitimate Interests: We process your information to pursue our legitimate interests in improving our services, enhancing user experience, and ensuring the security of our platform. We balance these interests against your rights and freedoms, and we do not process your data for activities where your rights override our interests.
• Consent: In situations where we rely on your consent to process personal data, you have the right to withdraw your consent at any time. Withdrawing consent does not affect the lawfulness of processing based on consent before its withdrawal.

If you have any questions about the legal bases upon which we collect and use your personal data, please contact us using the information provided in the "Contact Us" section of this Privacy Policy.

5. Disclosure of Your Information

We may disclose your personal information under the following circumstances:

• Service Providers: We may share your information with trusted third-party service providers who perform services on our behalf, such as hosting, data storage, analytics, and customer support. These service providers are contractually obligated to protect your information and are prohibited from using it for any purpose other than those specified by us.
• Shopify Integration: As our services are integrated with Shopify, we may share necessary information with Shopify to facilitate app integration, ensure compatibility, and provide seamless functionality within the Shopify platform.
• Legal Requirements: We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., a court or a government agency). This includes complying with legal obligations, protecting our rights and property, and ensuring the safety of our users and the public.
• Business Transfers: In the event of a merger, acquisition, reorganization, or sale of all or a portion of our assets, your personal information may be transferred as part of the transaction. We will provide notice before your personal information is transferred and becomes subject to a different privacy policy.
• With Your Consent: We may disclose your personal information for any other purpose with your explicit consent.

We take the protection of your personal information seriously and ensure that any third parties with whom we share your data are obligated to safeguard it in accordance with this Privacy Policy and applicable laws.

6. Data Security

We have implemented robust security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. These measures include, but are not limited to:

• Secure Hosting on AWS: We host our services on Amazon Web Services (AWS), utilizing multi-region setups to ensure data redundancy and high availability. AWS provides state-of-the-art security infrastructure and practices to safeguard data.
• Encryption: We employ end-to-end encryption protocols to protect your data during transmission and at rest. This includes the use of Secure Socket Layer (SSL) technology and encryption algorithms to prevent unauthorized access.
• Key Management: We follow key management best practices to securely manage encryption keys and prevent unauthorized decryption of sensitive information.
• Access Controls: We restrict access to personal information to authorized personnel who require access to perform their job functions. Access is granted on a need-to-know basis, and staff are trained on data privacy and security practices.
• Regular Security Assessments: We conduct regular security audits and assessments to identify potential vulnerabilities and implement improvements to our security posture.

While we strive to protect your personal information, please be aware that no method of transmission over the Internet or method of electronic storage is completely secure. Therefore, we cannot guarantee absolute security, and you acknowledge that you provide your personal information at your own risk.

7. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Specifically:

• Non-Identifiable Feedback Data: We retain anonymized feedback data extracted from conversations for up to six (6) months before it is securely deleted. This allows us to analyze trends and improve our services without retaining identifiable information.
• Personal Data: We store emails, names, and phone numbers indefinitely to maintain your account, facilitate ongoing communications, and comply with legal obligations. If you request deletion of your personal data, we will comply in accordance with applicable laws and regulations.

Upon the expiration of the retention period or upon your request for deletion, we will securely dispose of your personal information in a manner that prevents loss, theft, misuse, or unauthorized access.

8. Your Rights Under GDPR

Under the General Data Protection Regulation (GDPR), you have certain rights concerning your personal data. These rights include:

• Access: You have the right to request confirmation as to whether we process your personal data and, if so, to access the personal data and information about how it is processed.
• Rectification: You have the right to request the correction of inaccurate personal data and the completion of incomplete data.
• Erasure: Also known as the "right to be forgotten," you have the right to request the deletion of your personal data under certain circumstances, such as when it is no longer necessary for the purposes for which it was collected.
• Restriction: You have the right to request the restriction of processing your personal data under certain conditions, for example, if you contest the accuracy of the data.
• Data Portability: You have the right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit that data to another controller without hindrance.
• Objection: You have the right to object to the processing of your personal data based on legitimate interests, direct marketing, or profiling.
• Withdraw Consent: If processing is based on your consent, you have the right to withdraw consent at any time without affecting the lawfulness of processing based on consent before its withdrawal.

Store owners and end customers can exercise these rights by accessing their account settings through the dashboard or by contacting us directly at [email protected]. We will respond to your request within a reasonable timeframe and in accordance with applicable laws.

9. International Data Transfers

Your personal information may be transferred to, and maintained on, servers and databases located outside of your state, province, country, or other governmental jurisdiction where the data protection laws may differ from those of your jurisdiction. Specifically, your data may be transferred to and processed in countries where our hosting providers operate, such as the United States.

By using our services and submitting your personal information, you consent to the transfer of your data to countries outside of your country of residence, including countries that may not provide the same level of data protection as your home country.

We take steps to ensure that appropriate safeguards are in place to protect your personal data when it is transferred internationally, including the use of standard contractual clauses approved by the European Commission or other lawful mechanisms.

10. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to collect and track information about your use of our services. Cookies are small data files stored on your device that help us enhance your experience by:

• Remembering Preferences: Cookies allow us to remember your settings and preferences, such as language selection and login details, to provide a personalized experience.
• Analyzing Usage: We use cookies to collect data on how you interact with our services, which helps us understand user behavior, analyze trends, and improve our platform.
• Delivering Content: Cookies enable us to deliver relevant content and communications based on your interests and usage patterns.

We may use both session cookies (which expire when you close your browser) and persistent cookies (which remain on your device for a set period or until you delete them). You can control the use of cookies at the individual browser level by adjusting your browser settings. However, disabling cookies may affect the functionality of our services.

For more detailed information about the cookies we use and your choices regarding cookies, please refer to our Cookie Policy.

11. Children's Privacy

Protecting the privacy of children is especially important to us. Our services are not intended for use by individuals under the age of 16, and we do not knowingly collect personal information from children under this age. If you are under 16, please do not use our services or provide any personal information to us.

If we become aware that we have inadvertently collected personal information from a child under the age of 16, we will take steps to delete such information from our records promptly. If you believe that we might have any information from or about a child under 16, please contact us immediately at [email protected].

12. Changes to This Privacy Policy

We reserve the right to update or modify this Privacy Policy at any time to reflect changes in our practices or applicable laws. When we make changes to this Privacy Policy, we will:

• Post the Updated Policy: We will make the revised Privacy Policy available on our website, indicating the date of the latest revision.
• Provide Notice: For significant changes, we may provide additional notice to you by email or through a prominent notice on our platform prior to the change becoming effective.
• Obtain Consent: If required by law, we will obtain your consent for material changes that affect how we use your personal information.

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of our services after any changes or revisions to this Privacy Policy shall indicate your agreement with the terms of such revised Privacy Policy.

13. Contact Us

If you have any questions, concerns, or comments about this Privacy Policy or our privacy practices, please do not hesitate to contact us. We value your feedback and are committed to addressing any issues you may have.

• Email: [email protected]
• Address: Athanasiou Diakou 32, Patras, Greece, 26222

We will make every effort to respond to your inquiry promptly and resolve any concerns you may have regarding your privacy and the protection of your personal information.