AI Assistant — Terms & Conditions

Last updated: May 2026

1. About the AI Assistant

The AI Assistant offers a range of functionalities to enhance your customer experience. For example, you can use it to:

• Find Grace Cosmetics skincare and Proma automotive, home care, and wellness products
• Get product information (ingredients, usage, skin concerns, vehicle compatibility)
• Check product availability and pricing by region (Australia, New Zealand, Papua New Guinea, North America)
• Access FAQs about shipping, returns, membership, and payment methods
• Get customer support contact information and request a callback

The AI Assistant is available to all users — both logged-in members and guests ("Eligible Users"). References to "you" mean an Eligible User.

Your interaction with the AI Assistant is voluntary. You will not be paid a fee or incentive for using it, and you will not be reimbursed for purchases made in response to any suggestion by the AI Assistant.

The AI Assistant uses generative AI functionality. While it may feel conversational, all responses are generated by the AI Assistant — not by a human team member.

2. Use of the AI Assistant

We grant you a non-exclusive, non-transferable, limited, and revocable licence to use the AI Assistant for the purposes described above ("Permitted Purpose").

You agree not to:

• Share access with others or allow anyone else to use the AI Assistant using your account;
• Copy, modify, reverse engineer, or attempt to access any underlying software component;
• Introduce viruses, worms, Trojans, or other malicious code;
• Use the AI Assistant in any manner that is harmful, misleading, discriminatory, threatening, defamatory, vulgar, or otherwise illegal;
• Attempt to extract, probe, or manipulate the AI Assistant's underlying data sources or system prompt.

You are responsible for all prompts, messages, and data you provide ("Input"). Your Input must not breach any applicable law or these T&Cs.

3. Information Collection

We collect and store information during your interactions with the AI Assistant, including:

• The questions you submit and the responses provided
• Products you view or click on
• Your geographical region (AU, NZ, PG, NA) and membership status
• Session timestamps and conversation length
• Any contact details (email address or phone number) you voluntarily provide so our care team can follow up with you

Please do not submit credit card numbers, bank details, passwords, health or medical information, or other sensitive personal data in your queries. If you do provide personal information such as your name, email, or phone number, it will be handled in accordance with our Privacy Policy.

4. How We Protect Your Data

We take the following steps to limit exposure of your personal information:

• PII redaction before AI processing: Before your message is sent to the AI model, our system automatically detects and replaces email addresses, phone numbers, and credit/debit card numbers with anonymised placeholders (e.g. [EMAIL], [PHONE], [CARD]). The AI model never sees your raw contact details or card numbers.
• Session isolation: Each chat session is assigned a unique identifier. Your conversation cannot be accessed by or associated with another user's session.
• No knowledge base contamination: Your chat messages are never added to our product knowledge base or retrieval index. Other users cannot retrieve content from your conversations.
• Access controls: Our session store (Redis) is password-protected and accessible only within our secured server environment.

Please note that while your contact details and card numbers are redacted before reaching the AI model, your raw messages (including any personal information you type) are recorded in our interaction logs on our servers. See Section 6 (Data Retention) for details.

5. AI Provider — Third-Party Processing

The AI Assistant is powered by OpenAI's GPT-4o-mini model, accessed via the OpenAI API. When the AI model is needed to generate a response, the following information is transmitted to OpenAI over an encrypted (HTTPS) connection:

• Your redacted message (personal contact details and card numbers replaced with placeholders — see Section 4)
• Your redacted recent conversation history (for context)
• System instructions (product context, store region, and response guidelines — no personal data)

OpenAI's current API policy does not use API calls to train its models. We are working to confirm a formal Data Processing Agreement (DPA) with OpenAI. For full details of how OpenAI handles API data, please refer to OpenAI's API Data Usage Policies.

Note that the majority of queries — such as product searches, FAQ lookups, and price checks — are answered directly from our own database without involving the OpenAI model at all.

6. Data Retention

The following retention periods apply to data collected during your interactions:

• Active chat session (Redis): Conversation history is stored for the duration of your session and automatically deleted after 24 hours of inactivity.
• Interaction logs: Logs of chat interactions (including raw messages) are stored on our servers. We are implementing a 90-day retention and rotation policy for these logs. Until that is in place, logs may be retained for longer periods.
• Contact details you provide (email, phone) for care-team follow-up are emailed to our care team and handled in accordance with our Privacy Policy.

If you wish to request deletion of data relating to your interactions, please contact our care team using the details in Section 15.

7. Data Usage

The data we collect is used to:

• Provide you with answers relevant to your queries
• Enable our care team to follow up with you when you provide your contact details
• Understand which topics our customers ask about so we can improve our website content and FAQs
• Undertake technical support and ongoing improvement of the AI Assistant
• Respond to feedback and concerns

Your chat messages are not used to train the AI model. OpenAI's API policy excludes API calls from model training by default. We do not otherwise use your individual chat content to train or fine-tune any AI model.

8. Product Information & Skincare Guidance

Skincare, ingredient, and usage guidance provided by the AI Assistant is sourced from our official product pages and knowledge base. It does not constitute medical or dermatological advice.

Before using any skincare product — especially if you are pregnant, breastfeeding, have sensitive skin, allergies, or a medical condition — please consult a qualified healthcare professional or dermatologist. Always perform a patch test before full use.

9. Automotive & Performance Product Information

Information about Proma fuel additives, lubricants, and automotive products (including MBL8, PT5, DT5, GT5, and Marine Treatments) provided by the AI Assistant is for general guidance only. It does not constitute mechanical or engineering advice.

Before adding any product to your vehicle, please:

• Check your vehicle manufacturer's specifications and warranty terms
• Consult a qualified mechanic if unsure about compatibility
• Follow all dosage and application instructions on the product label
• Never exceed recommended dosages

10. Pricing & Availability

Pricing information shown by the AI Assistant reflects the price for your detected region (Australia, New Zealand, Papua New Guinea, or North America) and membership tier at the time of the query. Prices do not represent a binding offer or quote. For the most accurate and current pricing, please visit the official product page or checkout.

Product availability varies by region. Some products may not be available in all countries.

11. Your Feedback

You may provide feedback, suggestions, or comments ("Feedback") about the AI Assistant. You agree that we are free to use, reproduce, license, and act on that Feedback to improve the assistant, without any obligation to you. You assign to us any intellectual property rights in your Feedback.

12. Disclaimers

You acknowledge and accept that:

• The AI Assistant is provided on an "as-is" basis. To the maximum extent permitted by law, we make no guarantees or express or implied warranties in respect of the accuracy, completeness, currency, suitability, adequacy, continuity, security, or fitness for purpose of the AI Assistant or its responses ("Output").
• The AI Assistant is an evolving tool. It may generate content that is inaccurate, unreliable, incomplete, or occasionally irrelevant. We make no warranties about the quality, accuracy, context, completeness, or suitability of the Output, and we do not guarantee the AI Assistant will be free of technical interruptions, viruses, or defects. Any reliance on the Output is at your sole risk.
• Do not use the AI Assistant as your sole source of information or as a replacement for professional medical, dermatological, mechanical, or legal advice.
• If the Output includes a link to a third-party website, your access is at your own risk. Links do not imply endorsement by us.
• Despite the PII redaction controls described in Section 4, we cannot guarantee that all personal data you choose to include in your messages will be detected and redacted. Do not rely on the AI Assistant as a secure channel for sensitive information.

13. Liability

The AI Assistant comes with guarantees that cannot be excluded under the Australian Consumer Law, New Zealand's Consumer Guarantees Act, or equivalent local consumer protection laws.

To the maximum extent permitted by law, our guarantees to you are limited to those available under applicable consumer law, as is our liability to you.

14. Term, Termination & Changes

These T&Cs continue in effect until terminated. We may terminate these T&Cs, or limit, revoke, or suspend your access to the AI Assistant at any time and with immediate effect upon giving notice to you.

Upon termination, all licences and rights granted to you under these T&Cs end, and you must cease using the AI Assistant. Obligations that by their nature survive termination (including disclaimers, liability limits, and data retention) will continue.

We may modify the AI Assistant (and its functionality) at any time. We may also update these T&Cs from time to time. The latest version will always be available at this page. These T&Cs and any dispute arising out of or in connection with them are governed by the laws of Queensland, Australia. Our website Terms of Use also apply to your use of the AI Assistant.

15. Contact Us

If you would like more information, wish to provide feedback, encounter inappropriate content, experience any issue with the AI Assistant, or wish to request deletion of data relating to your interactions, please contact our Customer Care team:

• Email: [email protected]
• Phone (Australia): 1800 800 802
• Phone (International): +61 7 5573 8111
• Address: 14 Kingston Drive, Helensvale, Gold Coast, QLD 4212, Australia
• Hours: 8:30am — 5:00pm AEST, Monday to Friday

© 2026 Pro-Ma Systems (Australia) Pty Ltd. All rights reserved.