Terms of use of the AI ​​assistant

Terms of use of the virtual AI assistant

This document describes the terms of use of the virtual AI assistant (hereinafter referred to as the "Assistant") available on the website plamenna.boutique, owned by Plámenna Fashion Boutique® (hereinafter referred to as "we", "us" or "Store").

Please read these terms before using the Assistant. By using it, you accept and agree to the rules described below.

1. What is the Assistant?

A virtual assistant is an automated system based on artificial intelligence (AI) technologies. It is designed to help you with shopping, answer questions about products and services, make recommendations, and assist with order tracking.

It's important to know that **you're talking to an AI system, not a human**. The assistant generates answers automatically based on your queries and the available information.

2. Accuracy of information

While we strive to provide accurate and up-to-date information, the Assistant is powered by AI technology and **may occasionally provide incomplete or inaccurate information**. This is a characteristic of AI systems known as "hallucination," where the system can generate answers that sound convincing but are not true.

Specifically, information from the Assistant **may not be completely accurate** regarding:

- current product prices and promotional discounts;
- delivery conditions and prices, including thresholds for free delivery;
- available sizes, colors and models;
- deadlines for promotions and seasonal campaigns;
- specific characteristics and composition of products.

**Always check the information that is important to you** directly on the relevant pages of the site or contact our team before making a purchasing decision.

3. Priority of official policies

In the event of any discrepancy between the information provided by the Assistant and the official documents published on our website — including the Terms and Conditions, Delivery Policy, Return and Exchange Policy, Privacy Policy, and current price lists — **only the official documents and information on the site are valid and binding**.

The information from the Assistant is of an informative and guiding nature and does not constitute a binding commercial offer or contractual obligation on the part of the Store.

4. Access to order data

To be as useful as possible, the Assistant can work with information about your orders in the following ways:

- Customers with a registered account: The assistant automatically has access to your order history to provide you with up-to-date information on delivery status, past purchases, and personalized recommendations.

- Customers without a registered account: If you provide identifying information about the order (e.g. order number and email address), the Assistant will be able to access and show you information about the specific order.

5. Protection of personal data

We take the protection of your personal data seriously, in accordance with Regulation (EU) 2016/679 (GDPR) and applicable Bulgarian legislation.

- All personal data shared in a conversation with the Assistant is used solely for service purposes — responding to inquiries, tracking orders, and providing personalized recommendations.
- Your data is not provided to third parties for marketing or other purposes unrelated to your service.
- Conversations with the Assistant may be reviewed by our team to improve service quality.
- Do not share sensitive information (such as bank card details or passwords) in the chat with the Assistant.

For more information about the processing of your personal data, please see our Privacy Policy.

6. Contacting a team member

The assistant is an aid, but it does not replace human communication. If you have a complex question, complaint, or need assistance that goes beyond the capabilities of AI, you can always:

- write an email to our team: orders@plamenna.boutique
- use the contact form on the site;
- contact us through our social networks.

We provide access to a real person from the team for all cases where automated service is not sufficient.

7. Responsibility

Plámenna Fashion Boutique® makes reasonable efforts to ensure the correct operation of the Assistant, but **is not responsible for any actions, losses or damages** resulting from decisions made based on information provided by the Assistant, including but not limited to:

- purchases made based on inaccurate information about prices or discounts;
- expectations for product availability that are not confirmed;
- incorrect information regarding delivery or return conditions.

8. Accessibility and changes

We reserve the right to change, improve or discontinue the Assistant at any time without prior notice. The Terms of Use may be updated from time to time, and the current version will always be available on this page.

9. Terms of Use

When using the Assistant, you agree not to:

- publish or send offensive, obscene, discriminatory or illegal content;
- you attempt to manipulate the Assistant in order to obtain false information or circumvent the Store's policies;
- you use the Assistant for purposes other than shopping and service.

10. Applicable law

These terms and conditions are governed by the legislation of the Republic of Bulgaria. In case of disputes, the parties shall strive for an out-of-court settlement, and if this is not possible, the disputes shall be resolved by the competent Bulgarian court.

If you have any questions about these terms, please do not hesitate to contact us.

Plamenna Fashion Boutique®
plamenna.boutique
orders@plamenna.boutique

Last updated: February 2026