How we handleyour information.

LuxeAssist is a private concierge membership. The work is done by people - our assistant team, and the vendors and partners they engage on your behalf - and it is delivered in the real world: a table booked, an order placed, an appointment arranged, a trip put together. To do that job, the service holds context about how you live: your preferences, your calendar, the vendors you trust, the things you ask for and how you like them handled. This policy explains what we collect, why we hold it, who it reaches, and what you can ask us to do with it.

Our software is how you reach that team and how they keep track of your requests. Some parts of it are assisted by AI - a drafted reply, a voice note turned into text, a summary of your inbox. Those features support the service; they are not the service, they are optional, and they are covered separately in Third-party AI providers because they involve sending information to other companies.

This policy applies to our website, our web and mobile applications, and the concierge service delivered through them. It does not apply to the independent practices of third-party vendors or partners you choose to engage through the service - those are governed by their own policies.

We collect information you give us directly, information generated as you use the service, and a limited set of technical data from your devices.

Account and membership details

Name, email address, phone number, password credentials, profile photo, membership tier and status, and the answers you provide during application, waitlist entry, and onboarding.

Preference and household context

The durable facts that let the assistant anticipate rather than ask - dietary and travel preferences, routines, recurring needs, saved addresses, and family or household members you choose to add.

Requests and conversations

Messages you exchange with the AI assistant and with our human assistants, including attachments and the internal notes our team keeps to coordinate a request across shifts.

Fulfilment records

Bookings, appointments, reminders, shopping and order history, shipping addresses, delivery status, and the vendor or partner attached to each request.

Payment information

Billing status, membership invoices, and the last four digits and expiry of your payment method. Full card numbers are collected and stored by our payment processor, not by us.

Device and usage data

IP address, browser and device type, operating system, push notification tokens, pages and features used, timestamps, and diagnostic logs and crash reports.

We use the information above to:

• Run the concierge service - take your requests, act on them, and follow through to completion with our assistant team and the vendors they engage.
• Power the optional AI-assisted features, where you have turned them on. This is the only use that involves sending your request and its context to third-party AI providers, and it happens only with your permission, as described below.
• Learn your preferences over time so the service anticipates needs instead of re-asking for context.
• Coordinate with vendors, partners, and our human assistants on the specific request at hand.
• Create and manage your account, verify your identity, and secure access to it.
• Process membership payments, issue invoices, and manage renewals and cancellations.
• Send you service communications - request updates, confirmations, reminders, and push notifications.
• Maintain, debug, and improve the product, including measuring how features are used in aggregate.
• Detect and prevent fraud, abuse, and security incidents, and comply with legal obligations.

Marketing

We may send you occasional email about new capabilities or beta access. We never send marketing by text message - the text message programme is limited to the notifications described in Text messages below. You can opt out of marketing email at any time without affecting the service communications required to run your account.

The service is run by people. Software helps them keep up, and you should know which sees what.

Your membership is with our human assistant team. They take your requests, exercise judgement on them, coordinate with vendors and partners, and see the conversation and the context needed to carry a request through. Anything consequential - a booking, a purchase, a negotiation, a change of plan - sits with a person.

Alongside them, the app offers AI-assisted features that speed up the routine parts: drafting a first reply so you are not left waiting, transcribing a voice note, summarising a period of your inbox, turning something you said into a reminder. These are a convenience layer over the concierge service, not a replacement for it. They are optional, you can switch them off at any time, and doing so leaves your membership and your assistant team untouched.

Those features are not run on our own models. When you use one, we send the content of the request, and the context needed to act on it, to third-party AI providers - each one named, with what it receives, in Third-party AI providers below. Nothing is sent to them until you have seen that disclosure in the app and agreed to it.

Internal coordination notes written by our assistants are for operational continuity and are not shown to you in the conversation thread. You may request a copy of information we hold about you as described in Your rights.

The optional AI-assisted features are powered by services run by other companies. This section says exactly what leaves us, who receives it, and what they may and may not do with it.

Your permission comes first

Before the app sends anything to these providers, it shows you this disclosure - what is sent and who receives it - and asks you to agree. Until you do, the AI-assisted features and voice stay off, and no request of yours reaches an AI provider. Your answer is stored on your device and you can change it at any time in Profile → Privacy → Optional AI features & data sharing, or by writing to support@luxeassist.ai.

What we send, and how we collect it

Only what the task in front of you needs - never your whole profile, and never your payment details:

What you write

The messages you type to the assistant, and the photos or files you attach to them. Collected directly from you as you send them.

What you say

Audio captured by your device microphone while you are using a voice feature, and the transcript produced from it. Captured only while a voice session is running, and only after you have granted the microphone permission your operating system asks for.

Relevant profile and preference context

The subset of your saved preferences, addresses and household details that bears on the request - assembled by us from the profile you built during onboarding and from what you have told the assistant since.

The records a request touches

Reminders, bookings, orders and calendar entries the assistant needs to read or change to do what you asked. Generated by your use of the service.

Mail you ask us to summarise

When you request a summary of a period of your inbox, the senders, subjects and message text in that window - read from your mailbox through the Google account you connected, at the moment you ask.

Who receives it

There are two, and this is the complete list. OpenAI handles the written and spoken side, and Google provides both models and the accounts you connect yourself:

OpenAI

The text-based AI features. It generates the assistant's drafted replies and summaries, names your chat threads, turns a spoken reminder into a draft, summarises a period of your mail when you ask for it, carries the weekly planning check-in conversation, drafts context for a human assistant taking a request over, and produces the numerical embeddings used to retrieve relevant context. It also runs the spoken weekly check-in: it hears what you say, transcribes it, and speaks its replies back. Receives your messages, attachments, the audio of what you say during a voice session, transcripts and the relevant context described above. Voice access is granted through short-lived keys issued per session.

Google

Two distinct roles. Google supplies AI models used behind some assistant features, receiving the same request content and context as above when one of its models is the one in use. Separately, where you have connected your Google account, Google holds the Calendar and Gmail data the assistant reads and updates for you - that connection is one you make yourself through Google’s own consent screen, and you can disconnect it at any time. See "Accounts you connect" below.

What they may not do

Each of these providers processes your information on our instructions, as our processor, under a written contract. We confirm that those contracts require the same or equivalent protection to the one described in this policy: the data may be used only to return a result to us, may not be used to train their general models, may not be sold or shared onward, must be held under comparable security controls, and must be deleted or returned when we say so. Any of them may retain a short-lived copy for abuse monitoring; none is permitted to use your content for its own purposes.

These providers process data in the United States, and may do so in other countries. Where that involves transferring personal information out of your region, we rely on the safeguards described in International data transfers.

Some features work better when the assistant can see your own calendar or mail. Those connections are yours to make, and yours to undo.

Nothing here is connected by default. Each one is set up by you, in a separate step, through the provider’s own consent screen - and the service works without any of them.

Google Calendar

If you connect it, we request permission to read your calendar and to create or change events. We use that access only to show you your schedule in the app and to put the appointments we arrange for you where you will see them. We do not read your calendar for any other purpose.

Gmail

If you connect it, we can read messages in your mailbox in order to produce the inbox summaries you ask for and the mail digest you enable. The connection is established and held on our behalf by Unipile, a service provider that operates the mailbox link under contract with us. We do not send email as you, and we do not use your mail for advertising.

Disconnecting

You can disconnect either account at any time from the integrations screen in the app, or from your Google account’s security settings. Disconnecting stops all further access immediately; we then delete the stored connection and the cached entries that came with it. Deleting your LuxeAssist account removes them as well.

We do not sell your personal information, and we do not share it for cross-context behavioural advertising.

We share information only in these circumstances:

Vendors and partners you engage

To fulfil a specific request, we pass along only what that vendor needs - for example a name, delivery address, appointment time, or relevant preference. We do not hand over your full profile.

Service providers

Infrastructure, database, storage, email, push notification, text messaging, mailbox connectivity, payment processing, and analytics providers who process data on our instructions under contract.

AI providers

OpenAI and Google - the only two - with what each receives set out in "Third-party AI providers" above. These serve the optional AI-assisted features, and we ask your permission in the app before anything is sent to them.

Household members you add

If you add family or household members to your account, requests and records associated with the household may be visible to the members who share it.

Legal and safety

When required by law, subpoena, or court order, or where necessary to investigate fraud, enforce our terms, or protect the rights and safety of members, our team, or the public.

Business transfers

In connection with a merger, acquisition, financing, or sale of assets, subject to this policy continuing to apply to the transferred information.

We protect member information with encryption in transit and at rest, hashed credentials, role-based access controls that limit which staff can view which records, scoped access for assistants working an active request, and audit logging on sensitive operations.

No system is perfectly secure. Keep your credentials private, use a unique password, and tell us immediately at support@luxeassist.ai if you believe your account has been accessed without your authorisation.

We keep your information for as long as your account is active and for the period afterwards needed to meet the purposes described here.

• Account, preference, and conversation records are retained while your membership is active.
• Transaction, order, and billing records are retained as required by tax, accounting, and consumer-protection law.
• Security and diagnostic logs are retained on a rolling basis for a limited period.
• When you close your account, we delete or de-identify your information within a reasonable period, except where retention is legally required or needed to resolve a dispute.

Depending on where you live, you may have the right to:

• Access a copy of the personal information we hold about you.
• Correct information that is inaccurate or out of date.
• Delete your information, subject to legal retention requirements.
• Port your information to another service in a portable format.
• Object to or restrict certain processing, including opting out of marketing.
• Withdraw consent where our processing relies on it.

Much of this you can do yourself from your account settings - update your profile, edit saved preferences and addresses, manage household members, and turn push notifications off. For anything else, write to support@luxeassist.ai. We will verify your identity before acting and respond within the period your local law requires. We will not discriminate against you for exercising these rights.

We use cookies and similar technologies to keep you signed in, remember your settings, secure the service against abuse, and understand how the product is used so we can improve it. Our analytics provider processes usage events on our behalf.

Strictly necessary cookies are required for the service to function - disabling them will break sign-in. You can control other cookies through your browser settings.

We operate in the United States, and our service providers may process information in other countries. Where we transfer personal information out of your region, we rely on appropriate safeguards - such as standard contractual clauses - to give it a comparable level of protection.

We may update this policy as the service evolves. When we do, we will revise the date at the top of this page, and for material changes we will give you advance notice by email or in the product before they take effect. Continuing to use the service after a change takes effect means you accept the updated policy.

If you turn on text message notifications, we collect the mobile number you give us, a record of your consent, and delivery information from our messaging provider. We use these only to send the messages you asked for - the reminders you have set, booking and appointment confirmations, account notifications, and your daily summary - and to honour opt-outs. We do not use your number for marketing.

Consent is optional and separate from every other permission on your account. You can turn it off at any time in your settings, or by replying STOP to any message. Replying HELP returns our contact details. Message and data rates may apply, depending on your carrier and plan.