Your data is yours.

1. We don't train AI models on your data

Your customers' conversations and your store data are used ONLY to produce answers and automations for you, at the moment you need them.

Our AI provider (Google Gemini API) is contractually committed to not training its models on API customer data. We don't build models on your data either.

2. You always know what we keep

• Store settings and product catalog (so the assistant answers correctly)
• Chat-widget conversations (for conversation continuity and your analytics)
• Order/return details when a shopper asks about them
• Your own support requests and their screenshots
• Usage metrics (how many conversations, what the AI cost)

3. Old data deletes itself

Shopper personal details (emails, phones, addresses) are automatically deleted or anonymized once their retention window passes — nothing piles up forever. Anonymous metrics (e.g. conversation counts) are kept for your historical charts.

4. If you leave, everything leaves

Uninstalling Lumnya triggers the full erasure Shopify mandates: conversations, settings, tickets, images — everything. The same goes for individual shopper deletion requests (GDPR): we honor them automatically.

5. No advertisers, anywhere

We don't sell, rent, or share data with ad networks. The only third parties that touch data are the infrastructure that runs the product (Google Cloud, Shopify, AI APIs, email, error/usage telemetry) — all acting as processors on your behalf.

Questions?

Write to contact@lumnya.ai or open a request from Support inside the app — a human answers, not a bot.