How we handleyour information.

Luxeassist is a private assistant service. To do the 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.

It applies to our website, our web and mobile applications, and the assistant experience 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:

• Operate the assistant — understand your requests, act on them, and follow through to completion.
• 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 messages about new capabilities or beta access. You can opt out of these at any time without affecting the service communications required to run your account.

The service is delivered by both software and people, and you should know which sees what.

Your requests are handled by an AI assistant that has access to your preference profile and conversation history in order to respond in context. When a request needs judgement, escalation, or hands-on coordination, it is transferred to a member of our human assistant team, who can see the conversation and the context needed to take it over cleanly.

We use third-party AI model providers to power the assistant. Content sent to them is processed to generate a response and is subject to contractual terms that prohibit using your data to train their general models. We do not use your private conversations to train models for other members.

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.

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, payment processing, analytics, and AI model providers who process data on our instructions under contract.

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.com 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.com. 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.