Privacy Policy

Drazen is an AI customer support agent for Shopify stores, operated by DESQY (Dubai, United Arab Emirates). This policy explains what data we handle when you use drazen.ai and go.drazen.ai, why we handle it, and what we do with it. We keep it plain, because that is how we write everything.

What we collect from you

• Your account details. Your name, your email address, and your password, which is stored only as a secure hash by our authentication provider, never in plain text. When you sign up we also briefly hold a hashed copy of the 6-digit code used to confirm your email, and after purchase a hashed copy of your license key.
• Your connections. To do its job Drazen stores the credentials you give it: the client ID and client secret of your own Google app plus the access it grants, your Shopify store address and the private app token you create, and the Telegram chat where Drazen talks to you. All secrets are encrypted at rest.
• Your settings. Store name, refund cap, how each case type should be handled, your email voice, and anything you tell Drazen about your store.
• Billing details. Payments are handled by Stripe. We never see or store your card number. We keep your purchase and invoice history. Charges appear on statements as DESQY* DRAZEN.
• Basic technical logs. Standard request logs used to run and secure the service.
• Your conversations with Drazen. The support chat on your dashboard and your Telegram approval chat are stored (Telegram messages for 90 days), and our team may review them to check quality and improve the service. They are never sold and never shared with third parties.

What we process on your behalf

Drazen works on your store's behalf, so it also processes your customers' data as part of doing support:

• Support emails. Drazen reads new emails in the inbox you connect to work out which ones are customer support and what the customer needs. We store the thread reference, the customer's name and email address, a one line summary of what they asked, and the replies that were sent. Full email bodies are processed in the moment but are not kept in our database.
• Order details. When a customer writes in, Drazen looks up the matching order in your Shopify store: what was bought, whether it shipped, tracking, and the amount paid. Refunds and order notes it makes are recorded in an action log so you always have a trail.

Google user data

You connect Gmail through your own private Google app, and you can revoke that access at any time from your Google account. Drazen uses Gmail access only to read incoming support emails, apply labels that keep the inbox organised, and send replies you have approved or configured it to send. Drazen's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We never sell Google user data, never use it for advertising, and never let humans read it except with your permission, for security, or to comply with law.

AI processing

To classify emails and draft replies, the content of a support email and the matching order details are sent to Anthropic's Claude API. Anthropic does not train models on this data under the API terms we use. We do not train AI models on your data either.

We do not sell your data or your customers' data. We do not use it for advertising.

Cookies and analytics

drazen.ai and the go.drazen.ai app use a Meta pixel for measuring our own ads, and only after you accept it in the cookie banner. Beyond that, the app sets no tracking cookies; the cookies it does set are essential ones for keeping you signed in.

Where your data lives

Account and case data is stored with Supabase (hosted in London, UK). The service runs on Vercel. Payments run through Stripe. Transactional emails, such as your license key, email verification codes and password resets, are sent through Resend (EU region).

Deleting your data

Disconnecting Gmail, Shopify or Telegram removes Drazen's access immediately, and you can also revoke access from the Google, Shopify or Telegram side at any time. To delete your account and everything stored with it, message us and it is done within 30 days.

Contact

Anything about privacy: hello@groundedlabs.io.