Privacy policy
Bountful is an AI sales assistant for online stores built on Shopify. This policy explains what information we collect, how we use it, who we share it with, how long we keep it, and the choices you have.
It covers two groups: merchants who add the Bountful app to their Shopify online store, and shoppers who visit an online store that uses it. In this policy, “store” means a merchant’s online store.
Who we are
Bountful is run by Neo Web Engineering LTD, a company registered in England and Wales (company number 14420326). Our registered office is 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom. In this policy, “we” and “us” mean that company.
Merchants can reach us at support@bountful.com. Shoppers with questions about their information should contact the store they shopped with.
Who is in charge of the data
Shopper data. The store is in charge of its shoppers’ data. In legal terms, the store is the “controller” and we are its “processor”. We use shopper data to provide Bountful to that store, in line with its instructions. We don’t use one store’s shopper data for another store.
Merchant data. For information about merchants and their use of Bountful, we are the controller.
What we collect
From shoppers
- What you share in a chat — such as your messages, your name, your email address and other details you choose to give.
- Your activity on the store’s website — such as the pages and products you view, your searches, your cart and similar activity. Where the store needs your consent, we keep this when you agree.
- Store and order information — such as your customer account, your orders, shipping details and related information, for example when you’re signed in or ask about an order.
- Technical information — such as a random ID stored in your browser, your IP address, device and browser details, and similar data.
From merchants
- Store and account information — such as your store’s name, web address, contact details and similar details.
- Billing information — such as your plan and billing status. Shopify handles payments, so we don’t receive card details.
- Your settings and content — such as what you set up and add in Bountful.
- Your messages with us — such as support conversations and emails.
- Usage information — such as how the app is used, and technical records that help us keep it working and secure.
We don’t ask for payment card details or passwords.
How we use it
We use this information for purposes such as:
- providing Bountful’s assistant to shoppers on the store’s behalf;
- helping the store sell and support its customers, including following up when a shopper asks;
- showing the store how Bountful is working for it;
- supporting merchants and running their accounts;
- keeping Bountful secure, preventing abuse and fixing problems;
- meeting our legal duties.
We may also use aggregated information that doesn’t identify a person, such as totals across stores, to understand and improve Bountful.
We don’t sell personal information or share it for targeted advertising. The AI providers we use don’t train their models on it.
Bountful makes some choices automatically, such as which products to suggest. These choices aren’t designed to have legal or similarly significant effects on people.
Who we share it with
- The store. We share shopper information with the store it relates to. This can include tools the store connects, such as its customer list or email service, when that helps with something the shopper asked for.
- Shopify, as the platform the store runs on.
- Service providers that help us run Bountful — such as cloud hosting, databases, AI model providers, error monitoring, email and support tools. They use the information to provide their services to us, under contracts that protect it.
- Others, where appropriate — for example when the law requires it, or to protect the safety or rights of people or our business. If our business is sold or merged, information may be transferred as part of that, and this policy continues to apply to it.
Merchants can ask us for a list of our service providers.
Where it’s stored
We store information mainly in the United States. Our service providers may also handle it in other countries. When it leaves the UK, the European Economic Area (EEA) or Switzerland, we use suitable safeguards. One example is the Standard Contractual Clauses, with the UK’s addendum.
How long we keep it
We keep personal information for as long as we need it for the purposes above. For example:
- Shopper information is generally deleted within 12 months of when it was last used. A store can choose a shorter period.
- When a store uninstalls Bountful, we delete its data, apart from records we keep for reasons such as billing and free-trial eligibility.
- When we’re asked to erase a shopper’s data, we delete it without waiting for the usual period.
- Some records may be kept longer where there’s a reason to, such as a request not to be emailed, or legal and billing records.
- Backups and logs are cleared on a regular cycle, typically within 30 days.
Browser storage and consent
Bountful keeps a small amount of information in your browser, such as a random ID, the chat you have open and similar details.
We respect the choices you make in the store’s cookie banner and in Shopify’s privacy settings. This includes a choice to opt out of the “sale or sharing” of your data. If you say no to tracking, Bountful still works. It just uses less information about you.
Your rights
Shoppers. Depending on where you live, you may be able to see, correct, delete or get a copy of your information, or object to how it’s used, among other rights. Please ask the store — it is in charge of your data. The store can pass your request to us through Shopify, and we help it respond.
Merchants. You can ask to see, correct, delete or get a copy of your information, among other rights. Write to support@bountful.com. We’ll reply within the time the law allows, usually one month.
US state laws. We don’t sell personal information or share it for targeted advertising.
Complaints. You can complain to a data protection authority. In the UK, that’s the Information Commissioner’s Office (ico.org.uk). In the EU, it’s usually the authority in the country where you live. Shoppers, please contact the store first. Merchants, please contact us first so we can help.
Legal basis (UK and EEA). For shopper data, the store decides the legal basis. For merchant data, we rely on grounds such as our contract with you, our legitimate interests in running a secure and useful service, and our legal duties.
Security
We protect information with measures such as encryption, access limits and strong sign-in. No system is fully secure, but we work to keep your information safe. If a breach affects your information, we’ll let Shopify and the affected stores know, so they can act.
Children
Bountful isn’t meant for children under 18, and we don’t knowingly collect their information. If you think a child has shared information with Bountful, please contact the store.
Changes to this policy
We may update this policy from time to time. When we do, we change the date at the top.
Contact
For merchants:
Neo Web Engineering LTD (company number 14420326, registered in England and Wales)
71-75 Shelton Street, London, WC2H 9JQ, United Kingdom
support@bountful.com
Shoppers: please contact the store you shopped with.