Apps

Privacy policy — Nacelle Shopify apps

Last updated: May 4, 2026.

Applies to: All Nacelle apps available on the Shopify App Store, including Nacelle Recommend and Nacelle Sales. Additional apps will be covered by this policy when published.

1. Who this policy is for, and definitions

“Merchant” means a Shopify store owner or staff member who installs and configures a Nacelle app from the Shopify App Store.

“Shopper” means an end customer who visits a merchant's storefront and interacts with features powered by a Nacelle app.

Merchants are our direct customers. Shoppers are customers of the merchant. We do not have a direct contractual relationship with shoppers.

Nacelle apps may include different features that result in different data flows. Where this policy describes data practices for a particular feature — such as product recommendation surfaces or conversational AI features — those practices apply only to apps that include that feature. A single app may include more than one such feature.

2. Personal information we collect

From merchants (all apps)

When a merchant installs and uses any Nacelle app, we collect:

• Shop identifiers: the Shopify shop domain (e.g. example.myshopify.com) and a Shopify-issued OAuth access token that authorizes the app to act on the shop's behalf.
• Shop profile information provided by Shopify: the merchant's name, email address, store currency, country, and other store-level metadata returned by Shopify's API during install.
• Product catalog data: product titles, descriptions, images, prices, variants, and availability for products in “published” state, retrieved from Shopify so the app can operate correctly.
• App configuration: settings the merchant chooses within the app (display preferences, placement, brand-voice copy, and similar).
• Support correspondence: messages sent to us via help.nacelle.com/contact.html or to support@nacelle.com, and our replies.

From shoppers — product recommendation surfaces

When a shopper views a page where a product recommendation surface is rendered (such as a recommendations carousel), the app receives anonymous, session-scoped interaction events — for example, which products were viewed, added to cart, or clicked — so that it can surface relevant recommendations.

For this feature specifically, these events are tied to a short-lived session identifier rather than a named person or direct identifier. The app does not, for product recommendation surfaces, collect shopper names, email addresses, shipping addresses, payment information, or order history linked to an identifiable person. Other features may collect different information; see the relevant feature description.

From shoppers — conversational AI features

When a shopper interacts with a conversational AI feature's chat interface, we collect:

• Conversational data: the text of messages a shopper sends to the feature and the feature's responses.
• Behavioral and session data: anonymous, session-scoped signals such as products viewed, added to cart, or clicked, used to inform the feature's responses.

Conversational data may contain personal information that a shopper volunteers (e.g., their size, preferences, or questions about an order). For conversational AI features specifically, we use this data only to operate and improve the applicable feature, and do not use it to identify or profile shoppers across merchants or sessions. Other features may collect different information or use it differently; see the relevant feature description.

Automatic technical data (all apps)

Our servers automatically log technical information when any app is used — including IP addresses, user-agent strings, timestamps, and request paths — for security, abuse prevention, and debugging. We treat IP addresses as personal information under applicable law.

3. How we use personal information

We use the information described above to:

• Provide, operate, and improve our apps.
• Render product recommendations and AI-assisted responses in the merchant's storefront.
• Authenticate requests to Shopify's API on the merchant's behalf.
• Respond to merchant support requests.
• Monitor apps for security issues, prevent abuse, and debug errors.
• Comply with our legal obligations, including responding to Shopify's mandatory GDPR webhooks.

We do not sell personal information. We do not use personal information collected through our Shopify apps for advertising purposes.

4. How we share personal information

We share personal information only with:

• Shopify, as required to operate as a Shopify app, and to exchange data covered by the merchant's use of Shopify.
• Service providers (subprocessors) that host and operate our apps on our behalf. Each is bound by contract to use personal information only for the purpose of providing services to us.
• AI model providers, solely in connection with conversational AI features. Shopper conversational inputs and merchant published product catalog data are processed by a third-party large language model (LLM) provider to generate responses. Such providers are contractually bound to use this data only to fulfill the request and not to train models on it without consent.
• Authorities and others, when required by law, for example, in response to a valid subpoena, court order, or comparable legal process.
• An acquirer, in the event of a merger, acquisition, financing, or sale of assets, subject to confidentiality obligations and a continuation of this policy.

5. How long we keep personal information

We retain merchant information for as long as the merchant has an app installed, and for a limited period afterward to comply with legal obligations and Shopify's data-deletion requirements.

When a merchant uninstalls an app:

• We revoke and delete the Shopify OAuth access token immediately.
• Shopify sends a shop/redact webhook 48 days after uninstall. When we receive it, we delete the shop's configuration and any remaining shop-scoped data from our systems.
• If Shopify sends a customers/redact webhook for a specific shopper, we delete any data we hold about that shopper.

For conversational AI features, conversational data is retained for 30 days to deliver the active session, support merchant review of conversation history, and improve response quality, after which it is deleted or de-identified.

Aggregated or de-identified data that cannot reasonably be linked to an individual may be retained for analytics and product improvement.

6. Your rights

Depending on where you live, you may have rights under applicable law — including the EU General Data Protection Regulation (GDPR), the UK GDPR, or the California Consumer Privacy Act (CCPA) — such as the right to access, correct, delete, or restrict our use of your personal information, and to object to certain processing.

Merchants can exercise these rights by emailing support@nacelle.com.

Shoppers should contact the merchant whose store they visited; that merchant is the data controller for their interaction with the storefront. We will assist the merchant in fulfilling valid requests that relate to data we hold.

7. Security

We use administrative, technical, and physical safeguards to protect personal information — including encryption in transit (TLS) and encryption at rest. No security measures are perfect, and we cannot guarantee the security of any information.

8. Children

Our apps are not directed to children under 13 (or the equivalent minimum age in other jurisdictions), and we do not knowingly collect personal information from them.

9. Changes to this policy

We may update this policy from time to time. When we do, we will update the “Last updated” date above and, for material changes, take additional steps required by applicable law. Because this policy covers multiple apps, we will note in the changelog which app(s) a change affects.

10. Contact us

For privacy questions about any Nacelle Shopify app, contact us at:

Email: support@nacelle.com
Mail: Nacelle, Inc., 867 Boylston Street, 5th Floor — 2009, Boston, MA 02116

We aim to reply within one business day.