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Privacy policy

Chatlane is designed to collect as little as possible. This page explains what we store, what we never store, and how deletion works.

Last updated: November 3, 2026

This policy describes how Cyber Nest (“we”, “us”), the operator of the Chatlane Shopify app (“Chatlane”), handles information when a merchant installs Chatlane and when shoppers use the Chatlane chat button on a merchant’s store.

Summary

  • Chatlane asks for no Shopify API permissions when you install it.
  • Chatlane stores no personal data about shoppers. It keeps only daily tap counts.
  • When you uninstall, all of your shop’s data is deleted (see “Deletion” below).

Information we store about merchants

  • Shop identity: your shop’s myshopify.com domain and the Shopify identifiers needed to run the app and check your plan.
  • App session: the session details Shopify issues when the app is installed, used only to save your Chatlane settings to your store. Chatlane requests no API access scopes.
  • Settings: what you configure in Chatlane, such as button style, channels and the contact details you enter for them (for example a WhatsApp number or Instagram username), agent names, photos and roles, business hours and display rules.
  • Plan and app status: your plan (Free or Pro), install and uninstall dates and setup progress. Payments are handled by Shopify; we never see card details.

Information we store about shoppers

None that identifies a person. When a shopper opens the chat menu or taps a channel, the button sends an anonymous event that we add to a daily aggregate count for your shop, broken down by:

  • event (menu opened, or channel tapped),
  • channel (for example WhatsApp or SMS),
  • page type (home, product, collection, cart or other),
  • device type (mobile or desktop),
  • date.

We do not store shopper names, phone numbers, email addresses, IP addresses, user agents, cookies or identifiers, or the content of any message. Conversations happen directly between the shopper and the merchant in the chosen app (for example WhatsApp), under that app’s own privacy terms. The chat button makes no network requests until a shopper interacts with it.

How we use information

We use the information above only to provide Chatlane: to show the chat button with your settings, to show you usage statistics, to apply your plan, and to respond to support requests. We do not sell data, use it for advertising, or share it except with the sub-processors listed below.

Sub-processors

  • Vercel Inc.: application hosting.
  • MongoDB, Inc. (MongoDB Atlas): database hosting.
  • Shopify Inc.: the platform the app runs on, including billing.

Shopify privacy webhooks (GDPR)

Chatlane subscribes to Shopify’s mandatory privacy webhooks and handles them as follows:

  • customers/data_request: we hold no personal data about the customer, so there is nothing to report. We acknowledge the request.
  • customers/redact: we hold no personal data about the customer, so there is nothing to delete. We acknowledge the request.
  • shop/redact: we delete your shop record, settings, app sessions and all statistics.

Deletion after uninstall

When you uninstall Chatlane, we immediately delete the app session and mark the shop as uninstalled. Shopify then sends the shop/redact webhook, and we delete all remaining data for your shop within 48 hours of receiving it. You can also ask for deletion at any time by emailing us.

Retention

While Chatlane is installed, we keep your settings and daily statistics so the app keeps working. Your plan controls how much statistics history you can view (7 days on Free, 1 year on Pro). After uninstall, data is deleted as described above. [Owner: confirm backup retention with the database provider.]

Security

Data is transmitted over HTTPS and stored with our database provider with access restricted to the people who operate Chatlane.

Your rights

Depending on where you live, you may have rights to access, correct or delete personal data we hold about you, or to object to its processing. Merchants can exercise these rights by contacting us. Because we hold no shopper personal data, shoppers should contact the merchant whose store they visited.

Changes

We may update this policy. We will change the “Last updated” date above and, for material changes, tell merchants in the app or by email.

Contact

Questions about privacy: [email protected]. See also our terms of service and the Chatlane support page.