Website Chat Privacy

This explains how our website chat (Ollie, our AI assistant) handles your information. It adds to our main privacy policy.

What we collect

• The messages you type into the chat and the replies you get.
• Anything you choose to give us in the chat, such as your name, email address or order number.
• The page of our website you were on (the address only, without any extra details), and your IP address, which we use to stop misuse of the chat.

How we use it

• To answer your questions, including looking up products and, if you give us your order number and the email address on the order, checking on your order.
• To pass your question to our customer service team when you ask us to, so they can reply to you by email.
• To review conversations so we can improve the chat.
• We don't use your chat to send you marketing.

Who processes it

• Anthropic (USA) provides the AI that writes Ollie's replies, so your messages are sent to it to create each answer. Under its commercial terms it does not use them to train its models.
• Cloudflare hosts the chat and stores the chat records.
• Shopify and our order system are used to look up products and orders.

Where your information is handled outside the UK, it is protected by the providers' standard safeguards for international transfers.

How long we keep it

• An open chat is forgotten after 2 hours without use, or when you close the browser tab.
• Chat records are kept for 90 days, then deleted.
• If the chat passes your question to our team, it becomes a normal customer service email and is kept like any other email to us.

Your choices

You don't have to use the chat: you can always contact us directly instead. The chat is an AI assistant and can make mistakes, so please check anything important with us. To ask for a copy of your chat or for it to be deleted, email info@skatewarehouse.co.uk.