Zipchat Trust Center

Zipchat does not train or fine-tune any AI model on customer data, shopper conversations, or the AI outputs generated from them. That applies to Zipchat's own models and to provider models. If Zipchat ever wants to, it will ask the merchant for authorization first. The merchant can accept or refuse. Without an express yes nothing changes, and a later change to the Terms cannot remove this commitment.

The service uses third-party AI providers, including but not limited to Google (Gemini), Microsoft (Azure OpenAI), OpenAI, Amazon (AWS Bedrock), Anthropic, Meta, ElevenLabs, and TypeSafe. Providers may be added or replaced over time. All current AI providers are under contracts that prohibit training on Zipchat customer data. Some providers may retain limited data for a period, for observability or abuse monitoring.

Conversations are kept for as long as the merchant is subscribed, so the merchant can access them and the agent can remember returning shoppers. They are not deleted automatically while the subscription is active. A merchant can delete conversation history at any time, or ask support to turn on automatic deletion after a chosen period. After a subscription ends, Zipchat deletes customer data within 90 days, subject to backup cycles, except where law, billing, tax, or legal records require a longer hold.

Merchants can export all conversation data through the Zipchat API at no extra cost, while subscribed and for 90 days after the subscription ends.

To improve the product, Zipchat uses aggregated and anonymized usage metrics: statistics such as counts, rates, response times, and the share of conversations by topic or language. They identify no merchant and no shopper, and they are never used to train AI models. Aggregated research, such as Zipchat Labs, quotes example messages only after removing names, contact details, order details, and brand and product names.

Zipchat does not automatically mask special categories of personal data, by design. The assistant's purpose is to answer the shopper's actual question, and information a shopper volunteers (for example a pregnancy or an allergy when asking about a product) is often exactly what it needs to give a safe and relevant answer. Removing it before the AI model sees it would make those answers worse or unsafe. Zipchat never asks for this data. It is processed only if the shopper chooses to share it.

Data shared in a conversation is sent only to the AI subprocessors on the subprocessor list, all in the United States. It is encrypted in transit and at rest and is not used to train AI models. Conversation history is stored in the merchant's account, is accessible only to the merchant's authorized team members, and can be deleted by the merchant at any time. Message content is filtered out of Zipchat's application logs.

Customer data is stored in the United States, unless otherwise agreed in writing.

Zipchat Inc., Wilmington, Delaware, is an active participant in the EU-U.S. Data Privacy Framework, the Swiss-U.S. Data Privacy Framework, and the UK Extension to the EU-U.S. DPF, for Non-HR data. Official list: https://www.dataprivacyframework.gov/list.

Zipchat is aligned with the EU AI Act. Every chat is labeled "AI agent by Zipchat", so shoppers always know they are talking to an AI, as the AI Act's transparency rules require for chatbots.

For End-Customer Conversation Data, the merchant is the controller and Zipchat is the processor, acting on documented instructions. For Website and Account Data, Zipchat is the controller. Details are in the Privacy Policy.

Zipchat is certified under the EU-U.S. Data Privacy Framework, so transfers of personal data from the EU to Zipchat are covered by the European Commission's adequacy decision of 10 July 2023. Under that decision, Standard Contractual Clauses and a transfer impact assessment are not required. If a customer wants an additional safeguard, the Data Processing Addendum can include the 2021 Standard Contractual Clauses (Module 2) as a fallback mechanism.

Our Data Processing Addendum is public and applies automatically when a customer accepts the Terms of Service, with no signature needed. For a countersigned copy, email support@zipchat.ai.

Service availability is described in the Terms of Service as commercially reasonable, best-effort service. Zipchat does not publish an uptime SLA.

• Zipchat encrypts all data at rest, including database storage, file storage and backups, and all traffic in transit: every connection runs over HTTPS through Cloudflare, and database connections are encrypted.
• Access to customer data is controlled by role-based permissions, internal tools are limited to authorized administrators, and passwords are stored only as salted hashes.
• Zipchat keeps regular database backups.
• Errors and system activity are monitored continuously, and secrets and message content are filtered out of logs.
• Every code change goes through review and automated tests before it is deployed.
• Zipchat runs regular penetration tests and keeps an ongoing vulnerability management process for its application and its dependencies.

These measures are part of the commercially reasonable technical and organizational measures described in the Terms and the Privacy Policy. No security program is perfect, and Zipchat does not claim absolute security.

If you believe you have found a security issue, contact support@zipchat.ai. Reports are routed internally to the right team.