Privacy Policy

The controller for data processing on this website and within the Vela platform is:
askVela Limited, 56 Grange View, England, LS7 4ER, email: info@askvela.pro.

Vela is a customer-support platform (live chat, AI assistant, team inbox, knowledge base). We process data in two roles:

As controller for the data of our own customers (workspace owners) — e.g. sign-up, billing and dashboard usage.

As processor for the data our customers collect from their own website visitors through the chat widget. For that content the respective workspace owner is the controller; we process it solely on their instructions to provide the service.

Account/workspace data: name, email, password (hashed), workspace name, settings.

Chat/support data: messages between visitors, AI and team, optionally a visitor's name/email, uploaded files, page/browser context (e.g. visited URL, basic technical info).

Billing data: plan, payment status (payments handled by Stripe or — for Shopify installs — by Shopify; we do not receive full card details).

Usage/log data: technical logs for security and troubleshooting.

We process data to perform the service contract (Art. 6(1)(b) GDPR), for legitimate interests in a secure, working service (lit. f) and to comply with legal obligations (lit. c). The AI feature processes chat content to generate replies and improve the knowledge base.

To answer enquiries, chat content and relevant knowledge articles are sent to the AI provider chosen by the workspace (Anthropic or OpenAI). These providers process the data solely to produce the reply and do not use API content to train their models.

We use carefully selected providers under data processing agreements:

• Anthropic / OpenAI – AI replies and embeddings
• Stripe – payment processing (direct customers)
• Shopify – installation, billing and shop data when used as a Shopify app
• Resend – system and notification emails
• Hosting/server provider – running the application

Transfers to third countries (e.g. the USA) only take place on the basis of appropriate safeguards (EU Standard Contractual Clauses).

When Vela is installed from the Shopify App Store, we process the shop data required for the feature via the Shopify API — in particular product data and, if the merchant enables it, order and customer data (name, email, order status) to display it in the support chat.

On uninstall, access tokens are revoked immediately. We honour Shopify's mandatory deletion webhooks (shop/redact, customers/redact) by blocking or deleting the affected data.

The chat widget stores strictly necessary information (e.g. a visitor identifier/token) to continue a conversation. These are required for the service to function; no advertising tracking takes place.

We retain data for as long as needed for the relevant purpose or as required by law. Workspace owners can delete conversations and contacts; after the contract ends, data is deleted within a reasonable period.

You have the right to access, rectification, erasure, restriction, data portability and objection, as well as to lodge a complaint with a supervisory authority. Contact info@askvela.pro. If the request concerns data a Vela customer collected via their widget, we forward it to the respective controller.

We update this privacy policy when features or the legal situation change. The version published here applies.