Privacy Policy

1.Who we are and our roles

Kylix Agent is an AI customer service and sales agent for online brands, operated by Aivo Solutions LLC (“Kylix”, “we”, “us”) and offered in India at kylix.in. Our customers are merchants (brands). Their shoppers are “end customers”.

• Processor for end-customer data. The merchant decides why and how conversations are held. We handle that data on the merchant's instructions.
• Controller for merchant account data. This is the information you give us to sign up, pay and use the dashboard, including your business name and GSTIN.

The merchant's own privacy policy governs how their shoppers' data is used, and the chat widget links to it. If you are an end customer, contact the brand first about what it holds about you.

2.What we collect

Merchant account and billing

• Name, email, brand name, GSTIN, plan and billing status.
• Subscriptions are billed in Indian rupees (INR) plus 18% GST through an Indian payment gateway. We never see or store full card numbers or UPI credentials.

Store data (Shopify, WooCommerce)

• We read products, orders and customers so the agent can answer accurately (order status, shipping, catalog).
• Where the merchant enables them, we write orders, returns and discounts, for example to create a return or issue a discount code.

Channel data

• Website chat: transcripts, images a visitor uploads, and cart actions taken in the chat.
• WhatsApp (Meta Cloud API): messages, the sender's phone number and profile name as WhatsApp provides them.
• Instagram (Meta): direct messages and the sender's Instagram ID.
• Email (Pro plan): messages in mailboxes the merchant connects, and email we send on the merchant's behalf.

Knowledge and usage

• Documents, FAQs, policies and website content the merchant provides (the “knowledge card”).
• Usage and token logs: conversation counts, model token use, errors and performance data.
• Connection credentials for linked services, stored encrypted.

3.How we use data

• Answering customers: generating replies on the channels the merchant has switched on.
• Order actions the merchant has enabled, such as order lookups, returns and discount codes.
• Handoff emails to the merchant's team when a conversation needs a human.
• Quality review and improving that merchant's own agent and reports.
• Abuse prevention, security and measuring usage against plan limits.
• Billing, GST invoicing and account communication.
• Meeting legal obligations.

We do not sell personal data and we do not use conversations for advertising. Data received through Meta is used only to provide the messaging features the merchant has enabled, in line with Meta's Platform Terms and the WhatsApp Business Terms.

4.AI processing

Replies are written by Claude models from Anthropic. For each reply, the prompt sent to the model contains the merchant's knowledge card and the current conversation, and may include order details the agent looked up.

Per our provider's terms, Anthropic does not train its models on data sent through its API. This is a description of the provider's published terms, not a guarantee from us, and those terms can change.

AI can be wrong. Merchants choose which actions their agent is allowed to take, and conversations can be handed to a human at any time.

5.Subprocessors

We use these providers to run the Service in India. Each receives only the data it needs for its role.

We may also disclose data where the law requires it or to protect rights and safety.

6.Retention and deletion

• Chat transcripts: kept for the life of the merchant account, or deleted sooner on request.
• Uploaded images: kept with the conversation they belong to.
• Token and usage logs: kept to run billing, limits and diagnostics.
• Account closure: when a merchant closes their account, we delete their data on request, except billing and GST records we must keep under tax and accounting law.

To request deletion, follow our Data Deletion Instructions.

7.Your rights

Depending on the law that applies to you, including India's Digital Personal Data Protection Act, 2023, you may have the right to access, correct, delete or export your personal data, to withdraw consent, and to seek grievance redressal.

End customers should usually make requests to the brand, and we will help the brand respond. You can also email hello@kylixagent.com. Merchants can write to us directly about their account data.

8.Security

• Data is encrypted in transit and at rest.
• Connection tokens are stored encrypted.
• Database row-level security keeps each merchant's data separate.
• Access to production data is limited to people who need it.

9.Cookies and local storage

• Session cookies keep merchants signed in.
• kylix_lang remembers your language choice.
• kylix_site remembers that a signed-in owner chose to browse the public site.
• The chat widget stores a session ID in the browser's localStorage so a conversation continues across pages.

We do not use advertising or cross-site tracking cookies.

10.International transfers

Our services are hosted outside India, including in the United States, so data is processed there. Where the law requires it, we rely on contractual safeguards for transfers.

11.Children

Kylix is a business service and is not intended for anyone under 18. We do not knowingly collect data from children.

12.Merchant obligations

• Get and keep proper consent before sending WhatsApp or email marketing, and comply with Meta's WhatsApp Business policies and the laws that apply to you.
• Publish your own privacy policy that covers use of an AI assistant, and keep it linked from the chat widget.
• Tell customers they are talking to an AI where the law requires it.
• Follow the rules of the platforms you connect, including Meta and Shopify.

13.Changes to this policy

We will update this page when the Service or the law changes and change the date above. For material changes we will notify merchants by email.

14.Contact

Questions or requests: hello@kylixagent.com, or write to Aivo Solutions LLC, 880 Lake Carolyn Parkway, Irving, Texas.