AI Policy

1. OVERVIEW AND SCOPE

INDOCHINO offers an AI-enabled chat and shopping-assistant experience to enrich and enhance your online experience. Depending on the features you choose to use, the AI agent can answer questions, help you navigate the website, provide product and styling assistance, recommend complementary items through Complete the Look, support customer-service requests and create a Virtual Try-On image from a photo you submit.

Use of these features is optional. The information processed depends on the feature you use and what you choose to provide. This section explains how information is collected, used, disclosed, retained, and deleted when you interact with the AI agent.

2. AI CHATBOT AND CUSTOMER SUPPORT

2.1 Information We Process

When you use the chatbot or shopping assistant, we may process:

  • Messages, questions and other chat content you submit;
  • Files, images or other attachments you choose to provide;
  • Information you provide about an occasion, preferences, product needs, sizing, fit, an order or a service request;
  • Technical and interaction information, such as the page URL and title, referring page, browser or user-agent information, locale, conversation status, unread-message status and consent records;
  • Product, cart and checkout activity where commerce features are enabled; and
  • A randomly generated pseudonymous identifier used to maintain conversation continuity and related functionality. This identifier is not derived from your face, body, device characteristics, or browser characteristics and is not a biometric identifier.

2.2 How We Use Chat Information

We use this information to provide the best available online experience, including to:

  • Respond to questions and provide relevant product, styling, sizing and service assistance;
  • Maintain conversation continuity and support a transfer to a human customer-experience representative when needed;
  • Assist with order, account or service requests;
  • Operate, secure, troubleshoot and improve the AI agent and our customer experience;
  • Conduct feature testing and measure engagement, performance and revenue attribution where enabled; and
  • Comply with legal obligations and enforce our terms and policies.

Conversations may be recorded and retained for customer support, quality assurance, security and service improvement, subject to the retention practices described in this Privacy Policy. Please do not submit passwords, full payment card information, government identification numbers, or other information that is not needed for your request.

2.3 Human Customer-Experience Support

If your conversation is transferred to a member of our customer-experience team, we and our customer-service providers may access the messages, attachments, contact information, relevant order information and prior conversation history needed to assist you. Information handled by a human support representative is retained in accordance with our customer-service retention practices and applicable legal requirements.

3. COMPLETE THE LOOK AND PRODUCT RECOMMENDATIONS

Complete the Look and other recommendation features use AI and rules-based technologies to provide relevant product and styling suggestions and to enrich your online experience. Recommendations may be based on:

  • The product or page you are viewing;
  • Your interactions with the website and AI agent;
  • Preferences, occasion details, sizing or styling information you choose to provide;
  • Product-catalog information, inventory and availability;
  • Product, cart and checkout activity; and
  • The context of your current or pseudonymously linked session.

Recommendations are generated to help you discover items that may coordinate with, complement, or provide an alternative to the product you are considering. They may not always be complete, accurate or suitable for your preferences, fit needs or intended use. You should review product details, pricing, availability, and fit information before making a purchase.

We may use interaction data, such as whether a recommendation was viewed, selected or purchased, to evaluate and improve recommendation quality, merchandising, and the online experience. We do not use this information for unrelated purposes without an appropriate legal basis or consent where required.

4. COOKIES AND SIMILAR BROWSER STORAGE

Alhena's embedded chat and shopping-assistant widget uses first-party cookies and similar browser-storage technologies on our website. The widget does not set third-party advertising cookies or use cross-site tracking.

The widget generates a random pseudonymous UUID to maintain conversation continuity, unread-message state, consent records, feature experiments and analytics or revenue attribution where enabled. The UUID is not derived from device or browser characteristics, does not identify you by your face or body and is not a biometric identifier.

The widget may also process page URL, page title, referrer, browser or user-agent information and locale, chat content and attachments submitted by the visitor and, where commerce features are enabled, product, cart and checkout activity. This information is used to operate the service, provide more relevant assistance, and enrich or enhance your online experience.

Where required, non-essential storage used for feature experiments, analytics, or attribution will be controlled through our consent-management tools. If our policy requires the widget or browser storage to be withheld until consent, the Alhena software development kit will remain blocked until the visitor accepts the relevant category. For more information about our use of cookies and your choices, please see our Cookie Policy.

5. AI PROCESSING, SERVICE PROVIDERS AND AUTOMATED RESPONSES

5.1 Service Providers

We use Alhena and authorized technology service providers to operate the AI agent, process requests, host information, generate and evaluate responses and images, provide customer support and maintain security. These providers process information on our behalf under contractual restrictions and may process information in the United States or other jurisdictions, where privacy laws may differ from those in your province, state or country.

We do not sell chat content or uploaded photos, and we do not authorize these providers to use such content for cross-site advertising. Provider access is limited to the purposes of delivering, securing, and supporting the services described in this section.

5.2 Automated Responses

The AI agent generates automated responses and recommendations. AI-generated content can be incomplete, inaccurate, or inappropriate for a particular situation. The AI agent does not make legal or similarly significant decisions about you. Human assistance is available through our customer-experience channels.

6. VIRTUAL TRY-ON AND AI IMAGE PROCESSING

6.1 What Virtual Try-On Does

Virtual Try-On allows you to upload a photo and use generative AI to create an image showing how a selected product may appear. It is a generative image-to-image experience, not a simple two-dimensional overlay. The feature is intended to enrich and enhance your online shopping experience and is not a guarantee of fit, tailoring outcome, color accuracy or final product appearance.

NO FACIAL RECOGNITION OR BIOMETRIC IDENTIFICATION

Virtual Try-On does not use facial recognition or biometric identification technology. It does not attempt to determine who you are, verify or authenticate your identity, or match your photo against photos of other individuals.

6.2 Information Processed for Virtual Try-On

When you choose to use Virtual Try-On, the system may process:

  • The original photo you submit;
  • The selected generated Virtual Try-On result;
  • A temporary face-presence determination, face bounding box or face crop used only to process the requested image;
  • A classification of the visible body region, such as full body, upper body, hand or feet; and
  • Temporary generated candidates and quality-review information used to select a result.

Vision models analyze the submitted image to preserve visual characteristics such as facial appearance, body shape, skin tone, hair, and proportions in the generated result. This processing is performed only to create and evaluate the Virtual Try-On requested by you.

6.3 What Virtual Try-On Does Not Do

Virtual Try-On does not use facial recognition, identity matching, biometric identification, or biometric authentication. The feature is not designed or used to identify, verify, authenticate, or track you across people, sessions or services.

The feature does not create facial embeddings, faceprints, a three-dimensional face or body scan, a reusable biometric identifier or template, or a database for future facial recognition or identity matching. Temporary detection outputs, bounding boxes, face crops, body-region classifications, and unsuccessful candidates are request-scoped and deleted after processing.

INDOCHINO and its service providers do not use submitted photos or generated Virtual Try-On images to train general-purpose AI models.

6.4 Virtual Try-On Service Providers and Processing Locations

The Virtual Try-On process may involve the following service providers:

  • Alhena: application services, orchestration, temporary AI processing and result delivery.
  • Amazon Web Services: storage in the United States and Textract optical-character-recognition services used in the processing workflow.
  • Google Vertex AI/Gemini: image captioning, qualification, generation and output-quality review.
  • OpenAI: generation of a parallel image candidate used in the selection process.

Google and OpenAI may receive the submitted photo during rendering even when their candidates are not the result displayed. Based on the current vendor configuration, these providers operate with zero data retention for this processing and are not permitted to use the photo to train their models. Original and selected generated images are stored in AWS in the United States, currently in the us-west-1 region.

6.5 Consent and Choice

Use of Virtual Try-On is optional. Before processing begins, you will be shown a short notice explaining how the photo will be used. By selecting the Create My Virtual Try-On button, you request and consent to the temporary AI processing of your photo for this purpose, including processing by the service providers described above. If you do not wish to have your photo processed, do not use Virtual Try-On.

Virtual Try-On does not use facial recognition or biometric identification technology, does not create a reusable biometric template, and does not use your photo to identify you. You may contact us using the details in the Privacy Policy to ask questions, withdraw consent where applicable or request deletion, subject to legal and technical limitations.

7. RETENTION, DELETION AND PRIVACY CHOICES

7.1 Virtual Try-On Image Retention

  • Original uploaded photo: automatically deleted no later than 24 hours after upload.
  • Selected generated result: automatically deleted no later than 24 hours after creation.
  • Temporary local files, face crops, rejected candidates and other intermediates: deleted when the processing request is completed.
  • Third-party model processing: configured for zero data retention and no model training for this workflow.

Photos and generated images may be deleted sooner when the related conversation closes, where that setting is enabled. Once deleted, images are no longer available through the Virtual Try-On experience.

We do not retain a facial-recognition database, biometric-identifier database or reusable facial or body template from Virtual Try-On. No photo is retained for the purpose of recognizing or identifying a person in a later interaction.

7.2 Chat and Shopping-Assistant Retention

Chat messages, attachments, service records and related technical information are retained only for as long as reasonably necessary to provide support, maintain conversation continuity, operate and improve the service, protect security, comply with legal obligations and resolve disputes. Retention periods may differ depending on whether a conversation is handled only by the AI agent or transferred to a human customer-experience representative.

7.3 Your Choices and Rights

Depending on where you live, you may have rights to request access to, correction of or deletion of personal information, or to withdraw consent where processing is based on consent. You may also manage cookie preferences through our consent-management tools. Disabling necessary cookies or browser storage may prevent the AI agent from maintaining conversation continuity or providing certain features. Instructions for submitting a privacy request are provided in the main Privacy Policy.