Privacy Policy

1. Who We Are

PandaChat is operated by PC7 d.o.o., Cesta Andreja Bitenca 68, 1000 Ljubljana, Slovenia. We are the data controller for personal data collected through this website and for account and security data that we use for our own purposes. When we run customer operations for a client company, that company is the controller and we process its customer data on its behalf under a data processing agreement. You can reach us anytime at [email protected].

2. What We Collect, and Why

The public marketing website has no user accounts or registration. We only process personal data you choose to give us there:

• Booking a call: when you book through our scheduling widget, you provide your name, email address, and the details you add to the booking. We use this to hold the call you requested.
• Fit survey: if you fill in our survey, we collect your name, company, email address, and the operational details you provide (support channels, ticket volume, platform, integrations, team size). We use this to assess fit and to follow up with you.
• Email: if you write to us, we process your email address and whatever you include in your message, to reply to you.
• Technical data: our web server and security services record standard connection data (such as IP address and browser type) to keep the site running and secure.

We do not process sensitive categories of data, we do not sell personal data, and we do not build advertising profiles.

3. PandaChat Accounts and the Shopify App

Client companies receive access to PandaChat under an individual managed-service agreement. When an authorized merchant installs and connects the PandaChat app, we process the following information only as needed to provide and secure that connection:

• Store and installation data: the store domain and identifiers, installation status, granted scopes, the PandaChat organization selected by the merchant, and technical logs needed to operate and secure the connection.
• Authentication data: Shopify access and refresh tokens and their expiry times. Tokens are encrypted at rest, used only for authenticated requests to the merchant's store, and are never shown to PandaChat users.
• Customer and order data: the minimum customer name, email, country, order identifiers, dates, totals, payment and fulfilment status, line items, refunds, and tracking details needed to verify a customer and handle a support request.
• Product data: product title, status, price, inventory availability, and product URL used to answer product questions.
• Requested order changes: cancellation or refund details and a new shipping address supplied in a support request when the merchant permits PandaChat to prepare or execute that action.

We use this information to match the active support customer to their store record, answer order and product questions, and prepare or execute merchant-authorized cancellations, refunds, and shipping-address changes. Write actions are controlled by the client's PandaChat approval policy and can be held for a person to approve. We do not use Shopify data for advertising, sell it, or use it to build unrelated profiles.

Shopify customer, order, and product responses are queried when needed and are not copied into a separate Shopify customer database. Relevant details can appear in the support conversation and action audit trail so the merchant's team can resolve the request and review what happened. Those records are handled under the client's instructions, service agreement, and data processing agreement.

4. Analytics Without Tracking

We use Plausible, a privacy-friendly analytics tool, running on our own infrastructure in the EU. It uses no cookies, stores no personal data, and does not follow you across other websites. It gives us aggregate numbers only, such as how many people visited a page.

5. Legal Basis and Client Instructions

Under the GDPR, we rely on taking steps at your request before entering a contract (booking a call or completing the fit survey), performing our contract with a client, our legitimate interest in running and securing our services, and consent where we ask for it. For customer data that we process on behalf of a client, the client determines the lawful basis and instructs us through the service agreement and data processing agreement.

6. Service Providers and International Transfers

A few carefully chosen providers help us run this site. They process data only for the purposes described here:

• Cal.com: call scheduling. Your booking details are processed by Cal.com under its own privacy policy; this may involve transfers outside the EEA with appropriate safeguards.
• Cloudflare Turnstile: spam protection on our survey. Cloudflare processes technical data to distinguish people from bots.
• Hosting and content delivery: loading this site, including some assets from third-party servers, transmits your IP address to those servers, as with any website.
• Managed-service subprocessors: hosting, communications, monitoring, and AI providers approved for the client's deployment. Their use and processing locations are documented in the client's data processing agreement.

Our core application infrastructure is hosted in the European Union. If an approved provider processes personal data outside the European Economic Area, we use an applicable transfer mechanism and contractual safeguards.

7. Our Managed Service

PandaChat is a managed service, not a self-serve software subscription. We build, run, and monitor customer operations for each client under an individual written agreement. The client's own privacy notice remains the primary notice to its customers; this policy explains PandaChat's role and the data practices of our website and Shopify app.

8. Retention and Deletion

We keep inquiries, bookings, and survey responses for as long as we are in contact with you about a potential or ongoing engagement, and delete them when they are no longer needed or when you ask us to. Aggregate analytics contain no personal data and may be kept indefinitely. PandaChat account, conversation, and audit records are retained for the period agreed with the client and deleted or returned according to the service agreement and data processing agreement.

When the PandaChat app is uninstalled, we immediately revoke its active connection, clear its access and refresh tokens, and detach the store from the PandaChat organization. We delete the remaining store installation record when Shopify sends its mandatory shop-redaction request. Shopify customer and order API responses held only for the live request are not retained by the connector.

9. Security

We use appropriate technical and organizational measures to protect personal data, including encryption in transit, encryption of Shopify tokens at rest, role-based access, authenticated service-to-service requests, and logging of security-relevant actions. No transmission or storage method is completely secure, so we also minimize the data we collect and the time we retain it.

10. Your Rights

You have the right to:

You may also object to processing based on legitimate interests, withdraw consent at any time, and lodge a complaint with your supervisory authority. In Slovenia, that is the Information Commissioner (Informacijski pooblaščenec, ip-rs.si).

If your request concerns data that PandaChat processes for a merchant, contact that merchant first. We assist merchants with access, correction, deletion, and portability requests and respond to Shopify's mandatory customer-data and redaction webhooks.

11. Contact

For data requests or questions about this privacy policy, please contact us:

If we change this policy, we will update it here with a new date.