Last updated: 2026-02-23
This Privacy Policy is part of our Terms of Service and describes what information we collect, use, and share.
By using any of Smart FAQs’ services, or by visiting or interacting with a website that has embedded our FAQ widget or chatbot, you are agreeing to the terms of this Privacy Policy and, where applicable, the Smart FAQs Terms of Service.
Smart FAQs provides FAQ and support widget services to our clients. Whether on our Basic (free), Premium (paid), or Advanced (paid) plan, clients embed our app on their website, which interacts with our services to display FAQ content and—on paid plans—AI-powered search and an optional chatbot. The Advanced plan additionally supports multi-language content. We collect information about how the app is used on behalf of our clients.
When you visit a webpage that has embedded our application, our logs may collect information typically provided by your browser, including: time of visit; page(s) accessed; your browser’s “user agent” (browser and operating system details); IP address; and information about cookies on the device.
When you interact with the FAQ widget or chatbot, our service may collect, on behalf of our client: search queries you enter; which FAQs you view or expand; helpful/not helpful feedback you give; and (if the client has enabled the chatbot and you use it) the messages you send and receive. This allows our clients to understand how visitors use their FAQs and to improve their content.
We process this information to provide our services (e.g. to show you relevant FAQ results and chatbot responses) and to allow our clients to understand search patterns, popular questions, and feedback on their FAQ content. We may also use aggregate operational data (e.g. request volume and timing) to optimize and improve our app.
“Clients” are those who use Smart FAQs to add FAQ (and on paid plans, chatbot) capabilities to their website—whether on the Basic (free), Premium (paid), or Advanced (paid) plan. Plan limits (e.g. number of FAQs: up to 50 on Basic, up to 500 on Premium, unlimited on Advanced) and features (e.g. multi-language support on Advanced) are described in our Terms of Service and on our pricing pages.
We use it to provide the Service (e.g. to confirm your identity, contact you, and invoice you), to market our services where permitted, and to comply with legal requirements.
Smart FAQs is available as a Shopify app. When a merchant installs Smart FAQs through the Shopify App Store, the following applies in addition to the sections above.
Depending on the merchant's plan, Smart FAQs may request the following permissions from Shopify:
Product and order data is used exclusively to provide contextually relevant AI chatbot responses to store visitors on behalf of the merchant. For example, this allows the chatbot to answer questions like "What sizes does this product come in?" or "Where is my order?" without the merchant having to manually write FAQs for every product or order scenario.
Merchants who enable the Advanced plan chatbot are responsible for informing their own customers (store visitors) that an AI assistant may access their order information to answer support questions. This can typically be done via the merchant's own store privacy policy or a chatbot disclosure notice.
Merchants can revoke Smart FAQs' access to their Shopify store at any time by uninstalling the app from the Shopify admin. Upon uninstallation, all stored merchant data (account settings, FAQs, etc.) is subject to our data retention policy described below.
Smart FAQs acts as a data processor for personal data about visitors to our clients’ websites, because we process that data on behalf of and under the direction of our clients, who control the purposes and means of that processing.
If you are a client, you are responsible for providing appropriate notice to your visitors (and any other relevant individuals) about how you collect and use personal data through our service. If you need help removing visitor data from our systems or limiting collection, please contact us.
If you are a visitor to a client’s website (and not a client yourself), please contact that website owner directly for questions about how they process, store, and use your data.
You have the right to access personal data we hold about you and to ask that it be corrected, updated, or deleted.
If you are a client, contact us directly for requests about your own personal data or about visitor data we process on your behalf. If you are a visitor to a client’s website, contact that client for such requests.
We process your information to fulfill requests you make (e.g. to show you FAQ results or chatbot responses), to perform our contract with you (if you are a client), and to pursue our legitimate business interests (e.g. operating and improving the service, security, analytics). Where required by law, we will obtain your consent.
Your information may be transferred to and processed in countries outside the European Economic Area (including the United Kingdom, United States, and Canada). We ensure appropriate safeguards are in place where required by applicable law.
We retain your data while your account is active and for a limited period after cancellation as described in our Terms of Service (e.g. to allow reactivation). You may request deletion of your data at any time by contacting us; we will process such requests in accordance with our policies and applicable law. Backups and technical constraints may delay or limit full deletion in some cases.
We use commercially reasonable measures to protect your information from unauthorized access, loss, or disclosure (e.g. encryption in transit and at rest, access controls, secure infrastructure). However, no system is completely secure; we cannot guarantee the absolute security of personal information transmitted or stored by us.
If our business is acquired (e.g. through merger, acquisition, bankruptcy, or similar transaction), personal information we hold may be shared with or transferred to the acquiring entity, subject to applicable law and this policy.
We may update this Privacy Policy from time to time to reflect changes in our practices, the service, or for operational, legal, or regulatory reasons. The “Last updated” date at the top will be revised when we do. Continued use of the service after changes constitutes acceptance of the updated policy where permitted by law.
For questions about this Privacy Policy, to exercise your data rights, or to make a complaint, please contact us at help@smart-faqs.com