Privacy Policy

1. Who we are

Cartiva is an AI customer-support agent for Shopify stores. When you (a merchant) connect your store, Cartiva acts as a data processor for the personal data of your shoppers, and as a data controller for your own merchant account information.

2. Data we process

• Merchant account: name, email, store domain, plan, and billing metadata.
• Store data: orders, products, customers, and fulfilment information retrieved from Shopify to answer shopper questions. We request only the scopes needed.
• Conversations: chat and voice transcripts between shoppers and the agent, plus detected language and sentiment, used to deliver and improve support.
• Voice audio: processed in real time for speech-to-text and text-to-speech; we do not retain raw call audio.
• Usage & device data: IP address, browser type, and widget interactions for security and analytics.

3. How we use data

To operate the agent (answer questions, track orders, process returns within your rules, recover carts), to secure the service, to meter usage for billing, and to improve quality. We do not sell personal data.

4. Sub-processors

We use vetted providers to deliver Cartiva: OpenAI (agent reasoning), Sarvam AI (speech-to-text and text-to-speech), cloud hosting and database providers, Resend (email), and Twilio (optional SMS/voice for COD and recovery). Each processes data only as instructed.

5. Retention

Conversation transcripts are retained for the duration of your subscription and may be purged earlier on request (e.g. a verified shopper data-deletion request). Account and billing records are kept as required by law.

6. Your rights

Merchants and shoppers may request access, correction, or deletion of personal data. Cartiva supports GDPR-style data-subject and erasure requests; contact us to exercise them.

7. Contact

Questions about this policy? Email privacy@teckstaq.com.