Privacy Policy

Last updated: August 26, 2026

rezlo ("we", "us") provides AI customer-support software for Shopify stores. This policy explains what data we process, why, and the choices merchants and their customers have. Questions: support@rezlo.app.

Data we process, and why

  • Merchant account data — your store's domain, name, and the configuration you set (store description, answers, rules, greetings). Used to run your agent.
  • Store content you connect — catalog, policies, and pages read via Shopify's APIs or, when you run Auto-setup, from your own public storefront. Used to ground the agent's answers in your store's real facts.
  • Conversations — chat messages and phone-call transcripts between your customers and the agent, including details a customer volunteers (such as an order number, ZIP code, email, or phone number). Stored so you can review every transcript, handle handoffs, and see usage.
  • Order data — when a customer asks about their order and verifies themselves, the agent reads that order's status from Shopify to answer. We display order details in your admin inbox; we do not sell or share them.
  • Usage metrics — conversation and call counts per store, used for plan limits and your dashboard.

Subprocessors

Data flows only through the services needed to provide the product:

  • Shopify — store data via the APIs you authorize at install.
  • DeepSeek — the language model that generates answers; conversation content is sent for processing to produce a reply.
  • Twilio — telephony for the phone line (call routing and audio transport).
  • Deepgram — speech-to-text and text-to-speech for phone calls.
  • OVHcloud — the servers where the application and its database run.

We do not sell personal data, and we do not use one store's data to serve another store.

Retention and deletion

  • Conversation transcripts are retained for at most 13 months; configuration is retained while the app is installed.
  • Replies your team sends from the rezlo inbox may be delivered to the customer by email through our email provider (Hostinger); the message content is the same as the one stored in the conversation.
  • Inbound email: when a store forwards its support mailbox to rezlo, incoming messages are received through our email routing provider (Mailgun) and stored in the conversation; attachments are not imported.
  • SMS: if a customer agrees, during a support call, to receive a text message from a store, rezlo sends that message from the store's dedicated number through our telephony provider (Twilio). Phone numbers and SMS consent are used only to deliver the messages the customer asked for. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. Customers can opt out at any time by replying STOP.
  • Uninstalling the app triggers deletion of your store's data from our systems, in line with Shopify's data-removal requirements.
  • Merchants can request earlier deletion of any data at support@rezlo.app.
  • Customer data requests (access or erasure) forwarded by Shopify's GDPR webhooks are honored.

Security

All traffic is encrypted in transit (TLS). Access tokens and secrets are stored server-side and never exposed to browsers or third parties. Each store's data is isolated per tenant; one store can never read another's conversations, orders, or settings.

Your customers

The chat widget and phone agent identify themselves as your store's assistant. Customers should only be asked for the minimum needed to help them (for example, an order number and ZIP code to check an order). Merchants are responsible for disclosing the use of automated support in their own store policies where local law requires it.

Changes

We'll update this page when the policy changes and note the date above. Material changes will be announced inside the app.