Ask Nira
Ask Nira

Privacy Policy

Effective: 15 July 2026

1. Scope

This Privacy Policy explains how Bigdoor AI Labs Pte. Ltd. ("Bigdoor AI Labs", "we", "us" or "our") collects, uses, discloses and protects personal information when merchants use Ask Nira and when shoppers interact with an Ask Nira assistant installed on a merchant website.

Merchants control the storefronts they connect and the content they choose to make available through Ask Nira. A merchant may have additional privacy terms that apply to its own shoppers and customers.

2. Information we collect

  • Account information, including email address, authentication records, account status and password hashes. We do not store plaintext passwords.
  • Merchant configuration and store information, including connected website addresses, widget settings, public storefront pages, product information and merchant-authored knowledge.
  • Conversation information, including shopper questions, assistant responses, conversation identifiers, feedback and related product or evidence references.
  • Technical and usage information, including timestamps, browser and device information, request metadata, hashed or truncated network identifiers, rate-limit records, diagnostic events and feature usage.
  • Billing and subscription information, such as plan, subscription status and provider identifiers. Payment-card details are processed by our payment provider and are not stored by Ask Nira.
  • Communications you send to us, including support requests, account enquiries and feedback.

3. How we use information

  • Provide, secure, maintain and improve Ask Nira.
  • Create and manage accounts, authenticate users and prevent unauthorised access.
  • Crawl authorised public storefront content, build merchant-specific knowledge indexes and answer shopper questions using that evidence.
  • Operate subscriptions, trials, entitlements, usage limits and billing support.
  • Detect abuse, investigate errors, maintain service reliability and protect merchants, shoppers and our systems.
  • Provide customer support, send transactional notices and communicate material service or policy changes.
  • Produce aggregated or de-identified analytics that do not reasonably identify an individual.

4. AI processing

Ask Nira may send relevant question text and selected merchant content to configured AI service providers to generate grounded responses. We limit the information sent to what is reasonably necessary for the requested feature.

Ask Nira does not use merchant conversations or shopper data to train foundation models. Our service providers may process data under their own contractual and privacy obligations.

5. When we share information

We do not sell personal information. We may disclose information to service providers that help us operate hosting, databases, AI processing, email delivery, payments, monitoring, security and customer support. These providers may process information only for the services they provide to us and subject to applicable contractual safeguards.

We may also disclose information where required by law, to protect rights or safety, in connection with a corporate transaction, or with the relevant person's consent or instruction.

6. International processing

Ask Nira and its service providers may process information in countries other than the country where a merchant or shopper is located. Where required, we use contractual or other lawful safeguards for international transfers.

7. Retention

We retain information for as long as reasonably necessary to provide the service, comply with legal obligations, resolve disputes, enforce agreements and maintain security. Retention periods depend on the type of information, the merchant's account status and applicable law.

When information is deleted from active systems, limited copies may remain temporarily in backups, security records or legally required archives before being overwritten or removed.

8. Security

We use administrative, technical and organisational measures designed to protect information, including encrypted transport, access controls, password hashing, tenant-scoped authorisation, logging controls and restricted production access. No internet service is completely secure, so we cannot guarantee absolute security.

9. Your choices and rights

  • Account holders can review and update available account and store settings through Ask Nira.
  • You may request access, correction, deletion, portability or restriction of personal information where applicable law provides those rights.
  • You may object to certain processing or withdraw consent where processing is based on consent.
  • Shoppers should normally contact the merchant whose website they used because that merchant may be the primary controller of the shopper relationship.

10. Cookies and local storage

Ask Nira uses strictly necessary cookies and browser storage for authentication, session continuity, security and widget conversation functionality. A merchant may separately use analytics, advertising or preference technologies on its own website under the merchant's policies.

11. Children

Ask Nira is a business service and is not directed to children. We do not knowingly collect personal information from children in violation of applicable law. Contact us if you believe a child has provided information improperly.

12. Changes to this policy

We may update this policy as Ask Nira or applicable requirements change. We will post the revised policy with a new effective date and provide additional notice where required.

13. Contact

For privacy questions or requests, contact Bigdoor AI Labs at niraa@bigdoor.ai. Please do not send passwords, payment-card information or other highly sensitive data by email.