Privacy Policy

When you create an account we receive your name and email address, and either a password (stored only as a one-way hash) or the account you sign in with: Google, Facebook or Shopify. If you invite teammates, we receive their names, email addresses and roles.

We also keep what you set up in the app: your store’s name and website, the agent’s settings and chat design, the knowledge you add (pages, documents, answers and corrections) and your plan. If you pay through Shopify, Shopify bills you and we receive the subscription’s status. If you pay by card, Stripe takes the card details; we never see or store your card number.

When you install the 11xsales.ai app in Shopify, you approve the access it asks for on Shopify’s own permission screen. With that access we read your products, prices, stock and locations; your online store pages and policies; your orders; and your customers. We also create one-time discount codes when you switch discounts on in the agent.

We use this only to run the service for your store. The agent answers shoppers from your catalog and policies. It looks up an order only when a shopper gives both the order number and the email used at checkout, and both match. It credits sales to the chats that led to them, and shows you reports.

When a shopper chats with your agent, we store the conversation: the messages, any images they send, and anything they choose to give, such as their name, email address, phone number or an order number. We also store the page the chat started on, the browser’s language, and a random identifier kept in their browser so the conversation continues across pages.

For your shoppers’ information, you (the merchant) decide why it is collected, and 11xsales.ai processes it on your behalf to provide the agent. Shoppers can ask you, or us, for a copy or for its deletion.

We use this information to provide the app: to answer shoppers, to show you conversations, contacts, orders credited to the chat and reports, to send the emails you ask the app to send, to keep the service secure, and to bill your plan.

We don’t sell personal information or use it for advertising. We don’t use one store’s data to answer another store’s shoppers.

We share information only with the service providers needed to run the app, and only for that purpose:

• DigitalOcean, which hosts our servers and databases.
• Cloudflare, which delivers the app and the chat securely.
• Amazon Web Services (Amazon Bedrock) and Anthropic, the AI model providers that write the agent’s replies. They receive the conversation and the store information needed for a reply, under business terms that don’t let them use it to train their models.
• Our email delivery providers, for the emails the app sends.
• Shopify and Stripe, for billing.

These providers may process information outside your country.

We keep conversations, contacts and store data while your store is connected, so the agent and your reports keep working. You can delete knowledge and contacts in the app at any time; to have conversations deleted, contact us.

When you uninstall the app from Shopify, its access to your store ends immediately. Forty-eight hours later, Shopify asks us to erase the store’s data, and we delete that store’s conversations, contacts, orders, events and synced products. When Shopify passes on a shopper’s request to erase their data, we delete that shopper’s conversations and contact details. When a shopper asks for their data, we send it to you, so you can pass it on.

To close your account and delete its data, or to make any other request about your information, contact us through the form below.

Connections to the app and the chat are encrypted (HTTPS). The access tokens Shopify gives us are stored encrypted. Access to your store’s data in the app is limited to your account and the teammates you invite, with the role you give them.

There is one place on this site that asks you for anything: the contact form on the home page. If you use it, we receive the name you enter, your email address, the Shopify store URL if you choose to give one, and your message.

Like almost every website, the servers that host this site also record routine request logs. Those logs can include your IP address, the page you requested, the time of the request and your browser’s user-agent string. They exist to keep the site running and to spot abuse.

This site sets no advertising cookies and no cross-site tracking cookies. It loads no third-party analytics, advertising or session-recording scripts, and it does not sell or rent personal information.

If we ever add measurement or advertising tooling, this page will say so before it goes live.

Information you send through the contact form is used for one thing: to read your message and reply to you. We do not use it for advertising, and we do not use it to build a profile of you.

We keep it only for as long as it takes to answer you and to keep a record of that conversation, and we share it only with the service providers needed to run this website and deliver your message.

If you have sent us a message and want a copy of it, or want it deleted, send another message from the contact form saying what you would like done. We will act on the request using the same address you wrote from.

The sections that start with “The app” cover the 11xsales.ai app. The others cover this marketing website.

The Shopify connection is authorised from your own Shopify admin, and you can review or revoke it there.

The app and this website are for businesses and aren’t directed at children under 16.

If how the app or this site handles information changes, this page will be updated and the date at the top will change with it.