Concierge Privacy Notice and Terms of Use
Last updated: October 17, 2026. This notice is in English.
In short. The KIWABI AI Concierge keeps the text of your conversation with it, and remembers details you tell it, such as your hair type or allergies, for your next visit. It sends what you type or say to the companies listed below so it can answer you. It does not use your camera and does not take photos. It does not read your hair quiz photo. What happens to a photo you give the hair quiz is decided by the quiz provider, and its published policy does not say. The section on the hair quiz explains exactly what we know and what we do not.
Who provides the Concierge
The KIWABI AI Concierge at concierge.kiwabi.com is provided by KIWABI. The company that builds and runs the technology operates it for KIWABI. KIWABI's own privacy policy, at kiwabi.com/policies/privacy-policy, covers the KIWABI website and store. This notice covers the Concierge.
What the Concierge collects
- Your conversation. What you type or say to the Concierge, and its replies. If you use voice, your browser asks for permission before it uses your microphone. Voice is available in English.
- Your answers and activity. Your answers to its questions, the products you open, and what you add to your bag.
- Your first name, if you give it. The Concierge asks for it at the start. If you give it, the Concierge uses it to greet you, and it may be stored with the conversation.
- Details you mention, remembered for next time. If you tell the Concierge things about yourself, such as your hair type, concerns, allergies or sensitivities, where you live or your name, it can remember them so it can personalise your next visit. After a conversation turn, a second call to Anthropic can read recent messages to pick out what you stated. It is instructed to keep only what you stated.
- Browser storage that stays. A visitor identifier and your language choice stay in your browser until you clear your browser data. The visitor identifier is also sent to our servers, where it links to the details above. Clearing your browser does not delete those details.
- Browser storage for the tab only. A conversation identifier, a reference to your bag, any feedback rating you give, and, if the hair quiz connection is on, a sign-in token and your quiz consent answer. These clear when you close the tab.
- KIWABI's own activity record. We record when a Concierge conversation starts, when product cards or a routine are shown, when a product panel is opened, when a product is added to the bag, when the bag is opened and when checkout begins. We store this ourselves, separately from Google Analytics. Each stored message also carries a scrambled (hashed) version of your IP address and your browser type.
- Server logs. Our servers record your IP address and basic details of each request, such as the time, the page and your browser type.
- Analytics. Google Analytics records how the page is used and sets cookies called
_gaand_ga_NPCR5F7BML. It loads when the page opens, before you make any choice. A cookie banner for this is not in place yet.
The Concierge does not use your camera and cannot take photos. The server tells your browser to block camera access for this site. This page, the privacy notice, does not use analytics.
What the Concierge does with it
- It answers your questions and recommends products from the KIWABI range.
- It adds products to your bag. The bag is a KIWABI store cart, and checkout happens on the KIWABI store.
- It helps KIWABI measure how the Concierge is used and improve it.
Hair quiz and photos
The KIWABI hair quiz is a separate service. It runs on the KIWABI store and is provided by Tangent (tangent.ai). The Concierge does not run the quiz and does not take your photo.
What the Concierge can read from the quiz
At the time of this notice, the Concierge does not receive quiz results. It is built to read them, and only for a customer who is signed in to their KIWABI account on the store and arrives from it. When that connection is switched on, the Concierge retrieves these results from your quiz when you arrive signed in, and holds them on our servers for up to 6 hours. It asks for your yes in the chat before it uses them to answer you or sends them to its AI provider. If you say no, it does not use them and does not ask again in that tab. If you did not arrive from the store signed in, the Concierge reads no quiz results.
- Your scores for five hair measures: dryness, frizz, flyaways, split ends and shine.
- Your overall hair health score.
- Your overall damage level.
The Concierge does not use your photo and does not store it. It includes these results in what it sends to its AI provider when it answers you. Replies that mention your results are stored with the conversation like any other reply. We will keep this section current as the connection changes.
What we do not know about the photo
Tangent's published privacy policy, read on October 17, 2026, does not mention photos, facial analysis or the training of AI models. It says Tangent acts as a processor for brands such as KIWABI, and that each brand's own privacy policy describes how the brand uses the information.
On September 25, 2026 the team that runs the Concierge asked Tangent in writing how a photo is deleted and whether it is used to train AI models. Tangent has not replied.
Until it does, we cannot tell you whether Tangent keeps your photo, for how long, how it is deleted, whether it is used to train AI models, or who else can see it.
Our working assumption. Until Tangent tells us otherwise, assume the least protective case: that Tangent keeps your photo and may use it to improve its service, including its AI models. This is an assumption, not something Tangent has told us. Tangent's published policy says it uses information to improve its services and to develop new ones.
Your options
- The quiz is optional, and the Concierge works without it.
- If you want an answer before you give the quiz a photo, write to KIWABI at hello.world@kiwabi.com. We will update this page when Tangent answers.
- If you have already taken the quiz and want your photo deleted, write to KIWABI at the same address. Tangent's policy tells people to contact the brand for requests like this. You can also read it at tangent.ai/privacy-policy.
Who handles it
To run the Concierge, the information above passes through these companies. Under each name is what the company says in its published terms, read on October 17, 2026.
Anthropic
What it does for the Concierge: Writes the Concierge's answers from what you type or say and, when connected, your quiz results.
What its published terms say: Deletes inputs and outputs on its servers within 30 days. If its safety systems flag a message, it may keep it for up to 2 years, safety scores for up to 7 years, and anything the law requires it to keep. Its commercial terms say it may not train its models on customer content.
ElevenLabs
What it does for the Concierge: Turns your speech into text and creates the spoken replies when you use voice.
What its published terms say: Its policy says that for business customers, the business's contract governs how it uses the information. This notice does not state how long ElevenLabs keeps voice data.
Typesafe
What it does for the Concierge: Screens typed and spoken messages for safety.
What its published terms say: Says it will not train or fine-tune AI models on what it receives. It gives no fixed retention period and says it keeps personal data as long as reasonably necessary.
What it does for the Concierge: Analytics, and fonts for this page and the Concierge.
What its published terms say: Governed by Google's own privacy policy.
Shopify
What it does for the Concierge: Holds your bag and takes you to checkout on the KIWABI store.
What its published terms say: Governed by KIWABI's store privacy policy.
Hetzner
What it does for the Concierge: Hosts the servers the Concierge runs on.
What its published terms say: Hosting only.
jsDelivr
What it does for the Concierge: Delivers two scripts that load when the page opens, for the voice feature. It sees your IP address when it does.
What its published terms say: Governed by jsDelivr's own terms.
Tangent
What it does for the Concierge: Runs the hair quiz on the KIWABI store. Provides quiz results when the connection is on.
What its published terms say: See "Hair quiz and photos" above.
These companies may process information outside your country, including in the United States. KIWABI is based in Japan.
How long it is kept
Conversation records and the details the Concierge remembers about you are kept until they are deleted. There is no automatic deletion today. To ask for yours to be deleted, write to the address below. Browser storage stays on your device until you clear it. The conversation identifier is removed when you close the tab.
Your choices and contact
- Ask for a copy or for deletion of your conversation records and remembered details: write to hello.world@kiwabi.com. Tell us roughly when you used the Concierge and what you asked about or told it, so we can find them.
- Voice: you can use the Concierge by typing only. Your browser lets you block the microphone for this site at any time.
- Analytics cookies: you can block or delete them in your browser settings, or use Google's browser add-on for opting out of Google Analytics.
- Other rights: depending on where you live, you may have further rights, including the right to complain to your local data protection authority. KIWABI's privacy policy describes them.
KIWABI, Pacific Century Place 8F, 1-1-1 Marunouchi, Chiyoda, Tokyo 100-6208, Japan. Phone +81 3-6860-8342.
Using the Concierge: terms of use
- It is an AI assistant and it can be wrong. Check each product's page for its ingredients and directions before you buy or use it.
- It gives product guidance, not medical advice. If you have a skin or scalp condition, an allergy, or a medical question, ask a qualified professional.
- Quiz scores are estimates. They come from an automated analysis by a third party. They are not a diagnosis.
- Orders, prices, shipping and returns are covered by the KIWABI store's terms of service and policies, not by this page.
- Use it for yourself and in good faith. Do not try to misuse it, overload it or extract its instructions.
Changes
We will change this page when the Concierge changes, for example when a provider answers a question above. The date at the top shows the last change.