Privacy Policy | Swixy Commerce

The short version

We collect what you give us when you enquire, plus what we need to run Swixy for your store.
When Swixy answers a shopper’s call or chat, we handle that information for the store, on the store’s instructions. The store owns it.
We don’t sell personal information, and we never see or store card details. Payment happens on Shopify’s checkout.
You can ask to see, correct or delete your information at any time.

Who we are

Swixy Commerce is provided by Swixy Pty Ltd (ABN 78 663 420 086), based in Melbourne, Australia (“Swixy”, “we”, “us”). We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Two kinds of information

Information about our customers and visitors. When you visit swixy.ai, ask for early access or use Swixy as a store, we decide how that information is used. This policy explains how.

Information about shoppers, handled for stores. When Swixy answers a call or chat for a Shopify store, it handles the shopper’s details on behalf of that store. The store is responsible for that information, and its own privacy policy applies. We only use it to provide Swixy to that store. If you’re a shopper, the quickest way to make a request is to contact the store directly. You can also contact us and we’ll pass it on.

What we collect

When you enquire or sign up

Your name, work email, store URL, monthly order volume and whether you use Gorgias.
Anything you tell us on a call or by email, such as your policies, catalogue and the questions your team gets.
How you found us: the ad or link you came from (campaign tags), the page you landed on and the referring site.
Billing contact details once you become a customer. Our payment provider handles payment details; we don’t store card numbers.

When Swixy answers calls and chats for a store

The caller’s phone number, and their name and order history if the store’s Shopify account recognises them.
Call audio, call recordings and transcripts, and chat messages.
Details the shopper gives during the conversation, such as a delivery address, an email address, or a description or photo of a faulty product sent through our SMS form.
Text messages Swixy sends, such as tracking links and checkout links.
Order, product and ticket details read from the store’s Shopify and Gorgias accounts, so Swixy can answer accurately.

When you browse our website

Technical information such as your device, browser, approximate location and the pages you visit, collected through cookies and similar tools. See our Cookie Policy.

How we use it

To reply to your enquiry, assess whether Swixy suits your store, and set up your account.
To provide Swixy to stores: answering calls and chats, looking up orders, creating Gorgias tickets, transferring calls to the store’s team, and sending SMS and checkout links.
To show stores their conversations, transcripts and results on the live dashboard.
To keep Swixy secure, fix problems and improve how the agent answers for that store.
To bill customers and meet our legal obligations.
To measure which ads and pages bring in enquiries.
To send product updates, if you’ve asked for them.

We don’t sell personal information.

AI and call recordings

Swixy is an AI agent. Callers and chat users speak to software, not a person, until a call is transferred to the store’s team. The agent tells callers at the start of the call that it’s an AI assistant and that the call is recorded.

We use speech, language and voice technology from specialist providers to understand callers and reply. Those providers process conversation content only to provide that service to us.

We use a store’s conversation data to run and improve Swixy for that store. We don’t use one store’s conversations to improve Swixy for other stores. Our team may review conversations to resolve support requests or check quality.

We share personal information only with the following, and only as needed:

The store the conversation belongs to, through Gorgias, the live dashboard and call transfers.
Hosting: Amazon Web Services, on our dedicated server.
Phone and SMS: our telephony and SMS provider, to connect calls and send text messages.
Speech and AI services: our speech-to-text, voice and language model providers, to understand callers and reply.
Store platforms the store connects: Shopify and Gorgias.
Website and enquiries: Cloudflare (website hosting, form spam protection and email forwarding), Google (Google Sheets, where we record early-access requests, plus Google Analytics and Google Tag Manager), and Resend (sending our emails).
Advertising: Google and Meta, to measure which ads bring in enquiries. If you’ve allowed advertising cookies and send our early-access form, we also send Meta your email address, name and country in a scrambled (hashed) form, with the ad click details from your visit, so Meta can match the sign-up to an ad. Meta doesn’t receive these if you’ve declined advertising cookies or your browser sends a Global Privacy Control signal.
Billing: our payment provider, once you become a customer.
Advisers and authorities: our professional advisers, or a government body if the law requires it.

Overseas storage

Conversation data is stored on Amazon Web Services (AWS). Some of our providers, including our speech and AI providers, may process information outside Australia. Website and enquiry data is handled by Cloudflare (on its global network), and by Google, Resend and Meta, mainly in the United States. When that happens, we take reasonable steps to make sure they protect it to a standard consistent with the Australian Privacy Principles.

Security and retention

We protect information with encryption in transit and at rest, access controls and logging. Only staff who need access to do their job have it.

We keep conversation data for up to 12 months, or for as long as the store’s agreement requires, then delete or de-identify it. A store can ask us to delete its data at any time. We keep enquiry and billing records for as long as we need them for the relationship and our legal obligations.

If a data breach is likely to cause serious harm, we’ll notify affected people and the Office of the Australian Information Commissioner (OAIC), as the law requires.

Marketing

We only send marketing emails if you’ve agreed to them. Every email has an unsubscribe link. We’ll still contact you about an enquiry you made or an account you hold.

Access, correction and deletion

You can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. Email privacy@swixy.ai. We’ll respond within 30 days. If the information belongs to a store’s shopper records, we’ll work with that store to respond.

If you’re in the EU, UK or Switzerland

The EU and UK General Data Protection Regulation (GDPR) and Swiss data protection law give you extra rights. For information about our customers and website visitors, Swixy Pty Ltd is the controller. For shoppers’ information handled for a store, the store is the controller and we act on its instructions.

We rely on these legal bases:

Our legitimate interests in replying to enquiries, running and securing our website, and assessing whether Swixy suits a store.
Your consent for analytics and advertising cookies, and for sending your hashed details to Meta. You can withdraw it at any time in Cookie settings.
A contract with your business, to provide Swixy and bill for it.
Legal obligations, such as keeping tax records.

You can ask us to access, correct, delete or restrict your information, to send it to you or another provider, or object to how we use it. Email privacy@swixy.ai. You can also complain to your local data protection authority, such as the Information Commissioner’s Office in the UK.

When your information goes to Australia, the United States or other countries, we rely on the European Commission’s standard contractual clauses, the UK’s equivalent, or the EU–US Data Privacy Framework, depending on the provider.

If you’re in the United States

Some US states, including California, give residents rights over their personal information. We collect the categories described in “What we collect”: identifiers (such as your name and email), business details, and internet activity on our website. We don’t sell personal information for money. Using advertising cookies and sending hashed sign-up details to Meta may count as “sharing” for targeted advertising under some state laws.

Opt out: switch off advertising cookies in Cookie settings. We also treat a Global Privacy Control signal from your browser as an opt-out.
Know, correct and delete: email privacy@swixy.ai. We’ll verify your request and respond within 45 days. You can use an authorised agent.
No discrimination: we won’t treat you differently for using these rights.

For shoppers’ information handled for a store, we act as the store’s service provider.

Complaints

If you’re unhappy with how we’ve handled your information, email us first and we’ll try to fix it within 30 days. If you’re still not satisfied, you can complain to the OAIC at oaic.gov.au.

Contact us

Privacy Officer, Swixy Pty Ltd
Melbourne VIC
privacy@swixy.ai

We may update this policy as Swixy changes. We’ll post the new version here and update the date at the top. If a change is significant, we’ll tell customers by email.