Privacy Policy — Hastedesk

1. Data Controller

Hastedesk is operated by ViewPaid, CVR no. 46333934, Denmark. For any privacy-related enquiries, contact us at: hello@hastedesk.com.

2. What Data We Collect

We collect the following categories of personal data:

Account data: name, email address, and password (hashed) when you create an account.
Store data: your Shopify domain and the access token Shopify issues when you install the app.
Billing data: merchants are billed through Shopify, which handles all payment details — we never receive or store card numbers. We keep a record of your plan and billing events for accounting.
Referral partner payout data: if you are a referral partner, we store your commission history and the identifier of the Stripe account you connect so we can pay you. Your bank details are collected and held by Stripe, not by us.
Conversation data: messages exchanged between your customers and the AI agent, including any order or product information retrieved from your Shopify store.
Order action data: when a customer requests a cancellation, return, exchange, or shipping address change, we collect the order number, item(s) involved, reason given, and the customer's name, email address, and shipping address (including street, city, and postal/zip code) — both to verify they own the order and, for address changes, the new shipping address they are requesting.
Email support data (optional, closed beta): if you turn on email support, you choose one of two ways to connect it. (a) A Hastedesk-owned support address: the customer emails forwarded to it (sender name and address, subject, the text of the newest message, and the technical headers we use to tell automated mail from real customers and to check who really sent it) and the replies Hastedesk prepares or sends on your behalf — your own mailbox is never accessed. (b) Your own Gmail mailbox: the emails that arrive in its Inbox, the replies and drafts Hastedesk prepares, your Google account email address, and an encrypted access token. See section 6.
Photo evidence: if a merchant requires photo evidence for a return reason (e.g. "damaged"), the image a customer uploads is stored to support that request.
Usage data: token usage counts, conversation counts, and analytics related to your account.
Technical data: IP addresses and browser information collected automatically by our hosting infrastructure (Vercel).

3. How We Use Your Data

To provide and maintain the Hastedesk service.
To process payments and manage your subscription.
To send transactional emails (e.g. escalation notifications) via Resend.
To operate the AI chat agent on your store on your behalf.
If you use email support: to receive or read customer emails (via your Hastedesk-owned address or, if you choose instead, your connected Gmail mailbox), show them in your dashboard, prepare (and, only if you choose or switch on Automatic mode, send) replies on your behalf, and tell you when an email needs you.
To detect and prevent fraud or abuse.
To comply with legal obligations.

4. Legal Basis for Processing (GDPR Article 6)

Performance of a contract (Art. 6(1)(b)): processing your account data, store data, and conversation data is necessary to provide the service you have subscribed to.
Legitimate interests (Art. 6(1)(f)): usage analytics and fraud prevention, balanced against your rights and expectations as a business customer.
Legal obligation (Art. 6(1)(c)): retaining billing records as required by Danish accounting law.

With respect to your customers' data processed through the chat widget: you (the merchant) are the data controller for that data; ViewPaid acts as your data processor. You are responsible for ensuring your customers are informed of AI-assisted support on your store.

5. Data Processors & Third Parties

We share data only with processors required to deliver the service:

Supabase (database, authentication, and file storage for uploaded return-evidence photos) — EU region.
Vercel (hosting and edge functions) — data may transit through EU/US regions.
DeepInfra (AI inference) — conversation messages are sent to DeepInfra for processing. If you use email support, the text of the customer email being answered and the earlier messages in that thread are sent too, only to write the reply. No data is retained by DeepInfra beyond the inference request.
Resend (transactional email) — your email address and notification content. If you use a Hastedesk-owned address for email support, Resend also receives and sends the customer emails passing through it, and owner notifications can include an excerpt of the customer's message.
Google (Gmail API and Google Cloud Pub/Sub) — only if you choose to connect Gmail instead of a Hastedesk-owned address. Not a processor chosen by us but the provider of the mailbox you connect; we call Google's APIs on your instruction, as described in section 6. Google Cloud Pub/Sub only carries change notifications (your Gmail address and a counter), never the content of emails.
Stripe (referral partner payouts only) — payout account details of the partners we pay commissions to. Stripe is not used to charge merchants. Governed by Stripe's own privacy policy.
Shopify (store integration and billing) — we access your store's orders and product data through the permissions you approve when you install the app, and your Hastedesk subscription is billed through Shopify.

We do not sell your data to any third party.

6. Email Support: Two Ways to Connect, and Google User Data (Gmail)

Email support is optional and currently in closed beta. You can connect it one of two ways: give Hastedesk its own address that you forward mail to (Hastedesk never touches your personal or business mailbox in this mode — see section 5), or connect your Gmail mailbox directly so AI drafts appear in your own Gmail. The rest of this section describes the Gmail option specifically, because it involves Google user data governed by Google's own API policies. If you use a Hastedesk-owned address instead, none of the rest of this section applies to you.

If you connect Gmail, you sign in with Google and approve two permissions. You can disconnect at any time (see “Your control” below).

What we access, and why

Read your email (gmail.readonly). When a new email arrives in your Inbox, we read that message so the AI can answer it. We do not read your Sent, Spam, Trash or other folders. The one exception is your own replies inside a customer thread Hastedesk has already handled, which we read so your dashboard shows what was really sent to the customer.
Create drafts and send email (gmail.compose). We save the AI's reply as a draft in that customer's thread in your Gmail. In Manual mode nothing is sent until you approve it. In Automatic mode Hastedesk sends replies from your address for verified senders in simple cases; anything about refunds, discounts or money, or where the AI is unsure, stays a draft.

We use this Google data only to provide these features to you: showing customer emails in your dashboard, preparing and sending replies you have authorised, and telling you when an email needs a person. We do not use it for anything else.

Limited Use

Hastedesk's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. In particular:

We do not sell Google user data, and we do not use it for advertising, including retargeting or interest-based advertising.
We do not use Google user data to develop, improve or train generalised AI or machine-learning models. It is used only to generate the reply to the email in question.
People at Hastedesk do not read your email, except (a) where you ask us to and give your consent for specific messages (for example when you send us a support request), (b) where it is necessary for security purposes such as investigating abuse, (c) where the law requires it, or (d) in aggregated and anonymised form for internal operations.
We transfer Google user data to others only as needed to provide the features above (the processors in section 5), where the law requires it, or as part of a merger or acquisition with your notice.

How it is stored and protected

The token that lets Hastedesk access your mailbox is stored encrypted (AES-256-GCM) with a key kept separately from the database, and is used only by our servers.
Customer emails are stored in your conversations, protected in the same way as chat conversations (section 5).
Order details are only used in a reply when the sender's address is authenticated by Google's own checks; Hastedesk does not send automatic replies to senders it cannot verify.

Retention

Email conversations and the record of which emails were processed are deleted 12 months after the last activity in the thread.
The access token is deleted the moment you disconnect, or when you uninstall Hastedesk from Shopify.
Stored emails are otherwise kept until you delete them or the 12 months pass. You can delete them all yourself when you disconnect (below).

Your control

In Settings → Email you can disconnect Gmail at any time. Hastedesk then stops reading your inbox, removes its unsent drafts from your Gmail, asks Google to revoke the access, and deletes the token. Choose “Disconnect and delete email conversations” to remove everything Hastedesk stored from your mailbox as well.
You can also remove Hastedesk's access from your Google Account (Security → Third-party access). Hastedesk then stops immediately and emails you so you can reconnect if that was not intended.
Emails in your Gmail itself are never deleted by Hastedesk.
Customers can ask you, or us, to erase their data as described in section 8.

For customer emails you are the data controller and ViewPaid is your data processor (section 4). You are responsible for having a lawful basis to have your customers' emails processed this way and for telling them that AI assists with support. Emails sent automatically say that the reply was drafted with AI assistance.

7. Data Retention

Account data: retained for the duration of your subscription plus 30 days after cancellation.
Conversation data: retained for 12 months from the date of the conversation, then deleted.
Conversations you move to the trash in the Hastedesk dashboard are permanently deleted 10 days later (or immediately if you delete them from the trash). You can restore them until then.
Order action requests (cancellations, returns, exchanges) and any uploaded photo evidence: retained for 12 months from the date of the request, then deleted.
Email support data (customer emails, replies and drafts, and the record of which emails were processed): deleted 12 months after the last activity in the thread, or earlier if you delete it yourself when turning off email support (address) or disconnecting Gmail (section 6) in Settings.
Billing records: retained for 5 years as required by Danish bookkeeping law (Bogføringsloven).

8. Your Rights Under GDPR

As a data subject, you have the following rights:

Access (Art. 15): request a copy of the personal data we hold about you.
Rectification (Art. 16): request correction of inaccurate data.
Erasure (Art. 17): request deletion of your data, subject to legal retention obligations.
Restriction (Art. 18): request that we limit processing of your data in certain circumstances.
Portability (Art. 20): receive your data in a structured, machine-readable format.
Objection (Art. 21): object to processing based on legitimate interests.

To exercise any of these rights, email hello@hastedesk.com. We will respond within 30 days.

9. Cookies

Hastedesk uses strictly necessary cookies only (session authentication). We do not use advertising or tracking cookies. The chat widget installed on your store does not set cookies on your customers' browsers.

10. International Transfers

Some of our sub-processors (Vercel, DeepInfra, Resend, Stripe) may process data outside the European Economic Area. Where this occurs, transfers are governed by Standard Contractual Clauses (SCCs) approved by the European Commission, or the processor's adequacy decision.

11. Complaints

If you believe we have handled your data unlawfully, you have the right to lodge a complaint with the Danish data protection authority:

Datatilsynet
Carl Jacobsens Vej 35, 2500 Valby, Denmark
www.datatilsynet.dk

12. Changes to This Policy

We may update this policy from time to time. Material changes will be notified by email to registered account holders at least 14 days before they take effect.