Privacy Policy

This Privacy Policy explains how SA Inc. ("Simple Chat", "we", "us", "our") collects, uses, and discloses personal information when you use the Simple Chat app, related websites, and support services.

If you have questions about this Privacy Policy, email support@simple-chat.com or write to SA Inc., 511 Lacolle Way, 5-1073, Ottawa ON K4A 5B6, Canada.

1 - Scope and Roles

For merchant account and relationship data, we generally act as a controller. For customer data processed through a merchant's use of Simple Chat, we generally act as a processor/service provider on the merchant's behalf.

If you are an end-customer interacting with a merchant that uses Simple Chat, the merchant is primarily responsible for responding to your privacy requests.

2 - Personal Information We Process

Depending on how the Services are used, we may process:

  • Merchant account and business information (for example store domain, contact email, billing and plan details).
  • Customer support conversation data, including message content, attachments, and related metadata.
  • Customer identifiers provided through Shopify and merchant configuration (such as customer email, name, and order context).
  • Integration and configuration data for optional features (for example Slack or merchant email workflows).
  • Technical and security data such as IP address, request metadata, logs, and service diagnostics.

3 - How We Use Personal Information

We use personal information to:

  • Provide, maintain, and secure the Services.
  • Process support conversations and merchant-configured workflows.
  • Generate and deliver AI-assisted responses and related tooling outputs.
  • Operate billing, account management, and compliance processes.
  • Investigate abuse, prevent fraud, and meet legal obligations.
  • Improve reliability and product quality.

4 - Legal Bases

Where applicable law requires a legal basis, we rely on one or more of:

  • Performance of a contract (for example delivering Services to merchants).
  • Legitimate interests (for example security, abuse prevention, and service improvement).
  • Legal obligations (for example tax, accounting, and regulatory compliance).
  • Consent, where required by law.

5 - Third Parties and Subprocessors

We may share personal information with service providers that help us run the Services, including:

  • Shopify (platform APIs, authentication, billing, and mandatory webhook workflows).
  • Amazon Web Services (hosting, storage, queueing, and email infrastructure).
  • Google Cloud Vertex AI (Gemini models) for AI-assisted response generation.
  • Anthropic (Claude models) for AI-assisted processing.
  • Slack, when a merchant enables Slack integration.
  • Tinify, when image compression is used for uploaded images.

We may also disclose personal information when required by law, to protect rights and safety, or as part of a corporate transaction.

6 - International Transfers

We and our subprocessors may process personal information in multiple jurisdictions, including Canada, the United States, and other locations where our service providers operate.

7 - Retention

We retain personal information for as long as needed to provide the Services, comply with legal obligations, resolve disputes, and enforce agreements. Retention periods vary by data type and use case.

8 - Security

We implement administrative, technical, and organizational safeguards designed to protect personal information, including access controls, encryption in transit, and security monitoring.

9 - Data Subject Rights and Requests

Depending on your location, you may have rights to access, correct, delete, or restrict processing of your personal information. Merchants may contact us at support@simple-chat.com to submit requests related to merchant account data.

For end-customer requests about data processed by a merchant, please contact the relevant merchant first. We support merchant and platform-required workflows for handling customer data requests and redaction.

10 - Cookies and Similar Technologies

We use cookies and related storage technologies as described in our Cookie Policy.

11 - Changes to This Policy

We may update this Privacy Policy from time to time. The updated version becomes effective when posted on this page.

Last updated: February 17, 2026