Privacy Policy
Last updated: October 2026
Introduction
LiveMentions ("we," "us," or "our") is operated from Dhaka, Bangladesh. This Privacy Policy explains what information we collect when you use our website and our platform at platform.livementions.com, how we use it, and the choices you have. This policy also covers the LiveMentions app for Shopify; see LiveMentions for Shopify below.
By using LiveMentions, you agree to the collection and use of information as described in this policy. If you do not agree, please do not use our services.
Information We Collect
We collect the following categories of information:
- Account information: name, email address, and password (stored securely, never in plain text) when you sign up.
- Billing information: handled entirely by our payment processor, Paddle, see Payment Processing below.
- Brand and prompt data: the prompts, domains, and brand names you add to your account so we can track how AI tools respond to them.
- Usage data: how you interact with the platform, pages visited, features used, and similar activity, used to operate and improve the service.
- Contact form submissions: if you email us or use the contact form on our website, we collect the name, email, and message you provide.
- Technical data: IP address, browser type, and device information, collected automatically as part of standard web server logs.
How We Use Your Information
We use the information we collect to:
- Provide, operate, and maintain the LiveMentions platform
- Run the prompt tracking you've configured across supported AI models
- Process payments and manage your subscription
- Respond to support requests and other communications
- Monitor and improve the reliability and performance of our service
- Comply with legal obligations
Payment Processing
All payments are handled by Paddle.com Market Limited, acting as our Merchant of Record. This means Paddle, not LiveMentions, receives and processes your payment details (such as card information), calculates and remits applicable taxes, and issues receipts. We do not store your card details on our own servers.
Paddle acts as the seller of record for all purchases and processes your data under its own privacy policy, available at paddle.com/legal/privacy.
Shopify merchants. If you use LiveMentions through the Shopify App Store, you are billed by Shopify, not by Paddle. Shopify handles your payment details and charges you on your Shopify invoice. LiveMentions learns only which plan your store is on and whether it is active.
LiveMentions for Shopify
This section applies when you install the LiveMentions app from the Shopify App Store ("the app"). It adds to the rest of this policy; where they differ, this section applies to the app.
What the app reads from your store. Your store's name and web address, and your products: titles, descriptions, handles, the text of the main image, prices, availability and barcodes. Access is read-only. The app cannot change your products, your theme or your store settings. It does not ask for, and never reads, your orders, your customers or your shoppers' details.
What the app stores:
- The brand details you type in: brand name, country and a short description.
- The topics and shopper questions ("prompts") you choose to track.
- The AI answers collected for those questions, the sources they mention, and whether each answer names your store and links to your website.
- A readiness result for each of your products, and the result of the check of your store's robots.txt file.
- Your plan, your credits and the history of how they were used, and a record of what each AI answer cost us.
- The competitors you track or ignore, and the brands the AI answers named.
- What the app learned about your brand from your store's public pages (Brand Context): description, what you sell, who buys, voice and claims, other names and product names. Every field can be edited or cleared by you.
- The results of the store check and your to-do items (what to fix, and whether you started, finished or declined each), plus the websites and pages the AI answers relied on, and what the page says about your brand and your competitors.
- Nothing from a downloaded report or export is kept: the file is made on request and handed to your browser.
- Your email address, only if you turn on one of the two email choices in the app and type an address. Both choices are off by default. Each change to them is recorded, so that we can show when consent was given or withdrawn.
What leaves the app. To answer your tracked questions, the app sends the question text, your brand name, your store's web address and your country to the AI providers it uses: OpenAI (ChatGPT), Perplexity, Google (Gemini) and Anthropic (Claude), depending on your plan. To suggest topics, questions, competitors and actions, and to describe your brand, the app also sends the brand description you typed, the text of a small number of your store's public pages (the home page and pages you wrote, such as About or your story; at most eight pages, with limited length) and, for competitor and action suggestions, the names and short page excerpts of other websites the AI answers relied on. It does not send your product list, your orders or any customer or shopper data. Each provider processes the data under its own policy. We do not use your data to train AI models.
How the app reads your public store. To check your store, the app reads your public storefront pages and your robots.txt, sitemap and llms.txt files like a visitor would. It names itself LiveMentionsStoreReader (see livementions.com/shopify) and follows the rules in your robots.txt. It reads one page at a time with a pause between pages. A store protected by a password cannot be read, by the app or by AI assistants, and the app says so instead of showing a result.
Cookies. The app runs inside your Shopify admin and signs you in through Shopify. It sets no advertising cookies.
Where it is kept. The app keeps its data in a database of its own, separate from the LiveMentions web product's database.
Billing. Shopify bills you for any paid plan. We do not see your payment details.
Email. We send marketing or product-news emails only if you have said yes in the app. Every such email has our contact details and an unsubscribe link, and you can withdraw consent at any time in the app's settings. Service emails (credits, billing and trial notices, reports) are sent only if you turned on account emails.
Deleting your data. When you uninstall the app, tracking stops straight away and your sign-in details and product results are deleted. Shopify then sends us a store erase request, normally about 48 hours later, and we delete everything we hold about your store. We complete deletion within 30 days of uninstall at the latest. Shopify's two customer-data requests (a shopper asking for their data, or for it to be erased) are answered with "nothing to delete", because the app holds no shopper data.
Your rights and contact. To see, correct or delete the data we hold about your store, or to ask any privacy question, write to [email protected].
AI Model Providers
LiveMentions' core function is running the prompts you configure against third-party AI models, currently ChatGPT (OpenAI), Claude (Anthropic), Gemini (Google), and Perplexity. When we run these checks, the prompt text is sent to these providers' APIs to generate a response, which we then analyze and display in your dashboard.
We do not send your account information (name, email, billing details) to these AI providers, only the prompt content necessary to run the check. Each provider processes this data under its own privacy policy and terms.
Email & Communications
When you submit our contact form, your message is sent via our email provider to reach our support inbox. We use this information only to respond to your inquiry and do not add you to any marketing list without your separate consent.
Data Sharing
We do not sell your personal information. We share data only with the service providers described in this policy (Paddle for payments, the AI model providers for running your tracked prompts, and our email provider for sending communications), with Shopify where you use our Shopify app, or when required by law.
Data Retention
We retain your account and tracking data for as long as your account is active. If you close your account, we delete or anonymize your personal information within a reasonable period, except where we're required to retain it for legal, tax, or accounting purposes.
Data Security
We use industry-standard measures, including encryption in transit, to protect your information. No method of transmission or storage is 100% secure, but we work to protect your data using commercially reasonable safeguards.
Your Rights
Depending on where you're located, you may have the right to access, correct, or delete your personal information, or to object to certain processing. To exercise any of these rights, contact us at [email protected] and we'll respond within a reasonable timeframe.
Children's Privacy
LiveMentions is not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will delete it.
International Transfers
We are based in Bangladesh, and the service providers we use (including Paddle and the AI model providers) may process data in other countries. By using LiveMentions, you understand that your information may be transferred to and processed in countries outside your own, which may have different data protection laws.
Changes to This Policy
We may update this Privacy Policy from time to time, for example, as we add new features or service providers. We'll update the "Last updated" date at the top of this page when we do. Continued use of LiveMentions after changes take effect means you accept the updated policy.
Governing Law
This Privacy Policy is governed by the laws of Bangladesh, without regard to conflict of law principles.
Contact Us
If you have questions about this Privacy Policy or how we handle your information, reach out at [email protected] or through our contact page.