ask charlotte: ai assistant uk terms of use
These Terms are intended for users in the United Kingdom. Please read them carefully before using the Ask Charlotte AI Assistant (“Ask Charlotte”).
By using Ask Charlotte, you confirm that you have read, understood and agree to be bound by these Terms. If you do not agree, you must not use Ask Charlotte.
Key Information Summary
Before you use Ask Charlotte, please note the following important points. This summary does not replace the full Terms below, which you should read carefully.
What Ask Charlotte is: Ask Charlotte is an AI-powered chatbot designed to help you discover beauty products and receive personalised recommendations. It is not a human, not a medical professional, and not a companion or emotional support tool. See sections 4 and 5.
Eligibility: You must be aged 18 or over to use Ask Charlotte. See section 3.
What information we use: Ask Charlotte generates responses using only your chat inputs and our own content (such as product information, FAQs and how-to guidance). We have designed the service to minimise personal data. Please do not include personal data. If you do, we may process limited conversation logs for up to 90 days for operation, safety and quality. See section 8.
Please do not share personal data: We ask that you do not submit sensitive or personal information (such as health details, financial information or information about other people) through Ask Charlotte. See sections 6 and 8.
Conversation log storage: We store conversation logs for up to 90 days for service operation, quality assurance and safety monitoring purposes. This is not "memory" linked to you as an individual. See section 8.
Human review: Our team may review conversation data for quality assurance, safety monitoring and incident investigation (for example, to identify concerning interactions or improve the service). See sections 6.7 and 8.
AI limitations: Responses are generated automatically using AI technology and may occasionally be inaccurate, incomplete or unsuitable. You should use your own judgment and verify important information. See section 5.
Liability: Ask Charlotte is a free service provided "as is" without warranties. To the maximum extent permitted by applicable law, we disclaim all warranties and limit our liability as described in section 11.
Your rights: You retain rights in content you submit, but you grant us a licence to use it for operating, improving and developing Ask Charlotte. See section 7.
1. About these Terms
1.1 These terms of use (“Terms”) explain how you may use Ask Charlotte and any information, content or outputs generated through it (“Outputs”).
1.2 These Terms apply between:
• Charlotte Tilbury Beauty Limited / the Charlotte Tilbury group entity operating the Charlotte Tilbury UK website and app (the “Company”, “we”, “us” or “our”); and
• you, the individual who accesses or uses Ask Charlotte (“you” or “your”).
1.3 Ask Charlotte is made available via our UK e-commerce website at https://www.charlottetilbury.com/uk and mobile application. Your use of the website and app and any purchases you make are also governed by our separate website and app terms and conditions of use and sale terms (as applicable).
1.4 A copy of these Terms will remain available within the Ask Charlotte interface and on our website and app at: https://www.charlottetilbury.com/uk/help/ask-charlotte-terms.
1.5 If you would like these Terms in another format (for example: audio, large print, braille), please contact us using the details in section 2.
2. About Us and How to Contact Us
2.1 We are Charlotte Tilbury Beauty Limited, registered in England and Wales under company number 08037372, with registered office at 8 Surrey Street, London, WC2R 2ND.
2.2 If you have any questions, complaints or feedback about Ask Charlotte, please contact us using the contact forms available here: https://help.charlottetilbury.com/hc/en-gb.
2.3 If you wish to exercise any privacy rights available to you under applicable law, please contact us using our Privacy Request Portal.
3. Eligibility and Availability
3.1 You must be at least 18 years old to use Ask Charlotte. By using Ask Charlotte, you confirm that you are at least 18 years old.
3.2 Ask Charlotte is provided for your personal and non-commercial use only.
3.3 We may change, suspend, withdraw or restrict Ask Charlotte at any time (including because it is in development and we are testing and improving it).
3.4 Ask Charlotte is designed for use by consumers located within the UK. If you choose to access it from outside the UK, you do so at your own risk and you are responsible for compliance with local laws where they apply.
4. What Ask Charlotte Is (and is Not)
4.1 Ask Charlotte is artificial intelligence software, not a human. It is an AI-powered tool which provides beauty product discovery and recommendations based on your inputs. When you use Ask Charlotte, you are interacting with an AI system, not a human being.
4.2 Outputs are generally limited to (and generated using) our own products, content and information. Outputs are not a complete or exhaustive description of all products that may be available or suitable for you.
4.3 Where Ask Charlotte displays or ranks products, it may take account of factors such as your stated preferences, product availability, pricing, promotions, and other commercial factors. Product recommendations may be influenced by these commercial factors. This does not mean that any product is guaranteed to be suitable for you.
4.4 Ask Charlotte is not a human and does not provide human customer service. If you wish to speak to a person, please use our customer care channels set out in section 2.
4.5 Ask Charlotte is not a companion and must not be used as one. It is not designed to provide emotional support or counselling and should not be relied upon for wellbeing, relationship, mental health or crisis support.
4.6 Ask Charlotte does not provide medical or healthcare advice and is not a medical device. You must not use it for diagnosis, treatment, prevention of disease or other clinical decisions. If you have any medical or healthcare concerns (including skin conditions or allergies), consult an appropriate healthcare professional (for example, your GP, dermatologist or pharmacist). Any information provided by Ask Charlotte regarding products is for general informational purposes only and is not a substitute for professional medical advice.
4.7 Always read the full product description, instructions for use and ingredient information before purchasing or using any product. Product suitability may depend on factors Ask Charlotte does not know. Outputs do not represent professional advice or guaranteed suitability.
5. Limitations of AI Technology and Outputs
5.1 Ask Charlotte uses third-party artificial intelligence technology. While we take steps to improve relevance and reduce inappropriate or biased responses, AI technology has inherent limitations. Outputs may be inaccurate, incomplete, out of date, misleading, biased, inappropriate or offensive. AI systems can produce errors commonly known as "hallucinations," where the system generates plausible sounding but incorrect or fabricated information.
5.2 Outputs are generated automatically by artificial intelligence and may not reflect our views or official positions. You should use your own judgment before relying on any Output, and you should verify key information using official product pages, labels and/or professional advice where appropriate. We do not guarantee the accuracy, completeness, or reliability of any Output.
5.3 Outputs may not be unique to you. Other users may receive the same or similar Outputs.
5.4 We may provide functionality to rate, report or provide feedback on Outputs. If you see an Output that you consider harmful, unsafe, discriminatory, misleading or otherwise inappropriate, please use the reporting/feedback option (if available) and/or contact us using section 2.
5.5 We do not represent or warrant that Ask Charlotte will meet your requirements or that its operation will be uninterrupted, timely, secure, or error-free.
6. Your Content and Acceptable Use
6.1 When you use Ask Charlotte, you may submit messages, prompts and other materials (“Your Content”).
6.2 Do not submit sensitive, confidential or proprietary information in Your Content. Other than personal information (which will be handled in line with our Privacy Policy), anything you submit will be treated as non-confidential and non-proprietary.
6.3 In particular, do not share:
• Any health or medical information (for example, diagnoses, symptoms, medications, treatments, medical images);
• Special categories of personal data (for example, information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data, health data, or data concerning sex life or sexual orientation);
• Financial account information, government-issued identification numbers, or other sensitive personal data; or
• Personal information about other people unless you have their permission and it is necessary for your enquiry.
6.4 We recommend that you avoid providing third-party personal information entirely.
6.5 You are responsible for Your Content and for ensuring that you have all necessary rights to submit it. You must not submit content that infringes any third party rights (including intellectual property rights) or that is unlawful, harmful, abusive, harassing, discriminatory, obscene, defamatory or misleading.
6.6 As a condition of your use of Ask Charlotte, you agree not to:
• use Ask Charlotte for any purpose other than receiving beauty product recommendations and related information for your own personal use;
• attempt to prompt, instruct or manipulate Ask Charlotte to generate content that is illegal, hateful, violent, sexually explicit, self-harm related, or otherwise harmful;
• upload or transmit malware or attempt to gain unauthorised access to Ask Charlotte, the website and app, or related systems;
• interfere with, damage, overburden or impair Ask Charlotte (including by spamming or submitting excessive messages);
• reverse engineer, decompile or attempt to extract source code or underlying models (except to the extent permitted by law);
• circumvent or attempt to circumvent any safety, security or access controls;
• use any automated means (including bots, scrapers or similar) to access, copy, monitor or extract data from Ask Charlotte or its Outputs; or
• use Ask Charlotte or its Outputs in any way that competes with us or to develop, train or improve another AI system (except where permitted by law).
6.7 We may monitor and review interactions with Ask Charlotte for quality assurance, safety, compliance monitoring and incident investigation purposes, including to identify concerning interactions, improve the service enforce these Terms. This monitoring is carried out by our team and may involve review of flagged conversations (for example, those involving negative feedback or high-risk topics). For how we process conversation data, see Section 8.
7. Rights in Your Content and Outputs
7.1 You retain any rights you have in Your Content. However, you grant us and our group companies and service providers a worldwide, non-exclusive, royalty-free transferable, sublicensable licence to host, store, reproduce, modify, analyse and otherwise use Your Content for the purposes of:
• providing and operating Ask Charlotte and the website and app;
• personalising your experience (including tailoring Outputs and recommendations);
• improving, developing, testing and training Ask Charlotte and related AI systems (including through human review, where appropriate);
• safety, security, fraud prevention and enforcing these Terms; and
• complying with legal obligations and exercising or defending legal claims.
7.2 Where we use Your Content to improve or train AI systems, we will take steps to reduce privacy risks, for example by removing or masking direct identifiers where appropriate. Further information is set out in our Privacy Policy.
7.3 Other than where we agree otherwise in writing, you receive a limited, personal, non-exclusive, non-transferable, revocable right to use Outputs for your personal and non-commercial purposes only. You must not present Outputs as our official advice or as professional advice.
8. Privacy and personal information
8.1 Data processing approach: We have designed the service to minimise personal data processing. Ask Charlotte is not linked to your customer account and cannot access orders, profile or saved preferences.
8.2 What Ask Charlotte uses: Ask Charlotte generates responses using only: (a) your chat inputs during the session; and (b) our own content, including product information, FAQs and how-to guidance. Please avoid sharing personal data,
8.3 Logs, lawful basis and retention: We retain conversation logs (chat transcripts) for up to 90 days. Where logs incidentally contain personal data, our lawful basis is legitimate interests to operate, safeguard and improve the service. We do not maintain cross‑session “memory” or build user profiles. After 90 days, logs are deleted or anonymised.
8.4 Purposes and processors: We use logs, chat transcripts and related data for operation, safety/quality, incident investigation and improvement (including anonymised or aggregated use where appropriate). Limited human review of flagged conversations may occur. We may use trusted third‑party AI providers acting as our processors.
8.5 Privacy Policy: We handle any personal information you do provide in accordance with our Privacy Policy. Our Privacy Policy sets out lawful bases, recipients, international transfers and safeguards, retention and your rights.
8.6 Your data protection rights: Under applicable data protection laws, you have rights including: access to your personal data; rectification of inaccurate data; erasure in certain circumstances; restriction of processing; data portability where applicable; and objection to processing based on legitimate interests. Ask Charlotte does not make decisions based solely on automated processing that produce legal effects or similarly significant effects on you.
8.7 To exercise any of these rights, please contact us using the details in section 2. Where we rely on consent for a particular use of personal information, you may withdraw that consent at any time.
8.8 Right to lodge a complaint: You have the right to lodge a complaint about the processing of your personal data with the supervisory authority in the UK, the ICO. Go to https://ico.org.uk/ for further information.
8.9 Please do not share sensitive information: We ask that you do not provide sensitive information (including health information, financial details or information about other people) through Ask Charlotte. If you do, we may remove or delete it, and we may not be able to provide Ask Charlotte effectively.
9. Intellectual Property
9.1 We (and our licensors) own all intellectual property rights in Ask Charlotte, the website and app, and any associated software, content and materials (excluding Your Content). All rights are reserved.
9.2 You may not copy, modify, distribute, sell or lease any part of Ask Charlotte or the website and app, nor may you reverse engineer or attempt to extract the source code or underlying models (except to the extent permitted by law).
9.3 You must not use Ask Charlotte, the website and app, or any Outputs for text and data mining or any automated analytical technique aimed at analysing text and data in digital form in order to generate information (including but not limited to patterns, trends and correlations).
10. Changes to, Suspension and Termination of Ask Charlotte
10.1 Ask Charlotte is provided free of charge and may be changed, suspended, withdrawn or restricted at any time for business, operational or security reasons.
10.2 We may monitor interactions as described in sections 6.7 and 8.
10.3 We may prevent or suspend your access to Ask Charlotte if you breach these Terms or applicable law, or if we reasonably consider your use creates risk or harm to others or to us.
10.4 If we stop providing Ask Charlotte, these Terms will continue to apply to earlier use (including sections which by their nature should survive, such as intellectual property, privacy and liability provisions).
11. Our Responsibility to You
11.1 Your statutory rights as a consumer: Nothing in these Terms affects your mandatory statutory rights as a consumer under applicable UK consumer protection law (including under the Consumer Rights Act 2015).
11.2 Nothing in these Terms excludes or limits our liability for:
• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• any other liability that we cannot exclude or limit under applicable law.
11.3 Ask Charlotte is a free service used at your own risk. Subject to sections 11.1 and 11.2, and to the extent permitted by applicable law:
• we are not liable for any loss or damage that was not foreseeable;
• we are not liable for any loss or damage not caused by our breach or negligence; and
• we are not liable for any business loss or damage (Ask Charlotte is provided for personal, non-commercial use only).
11.4 We are not liable for any loss or damage that arises out of or relates to your reliance on Outputs.
11.5 If any provision of this section 11 is found to be unfair or contrary to UK consumer protection law, that provision shall be limited to the minimum extent necessary to comply with applicable law, and the remainder of these Terms shall continue to apply.
12. Events Beyond Our Control
12.1 We are not liable to you if we fail to comply with these Terms because of circumstances beyond our reasonable control (for example, failure of telecommunications networks, power outages, natural disasters, pandemics, acts of government, or third-party service failures).
13. Other Important Terms
13.1 We may transfer our rights and obligations under these Terms to another organisation. We will provide you notice of any such transfer.
13.2 You may only transfer your rights or obligations under these Terms to another person if we agree in writing.
13.3 If any provision of these Terms is found to be unlawful, invalid or unenforceable by a court or competent authority, the remaining provisions will remain in full force and effect. Where possible, any invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.
13.4 If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you for breach, that will not mean that you do not have to do those things and it will not prevent us taking steps against you later.
13.5 These Terms constitute the entire agreement between you and us regarding Ask Charlotte and supersede all prior or contemporaneous understandings regarding the subject matter hereof.
14. Complaints, governing law and jurisdiction
14.1 If you are unhappy with Ask Charlotte, please contact us using the details in section 2 so we can resolve your concern quickly and efficiently.
14.2 These Terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may also be able to bring proceedings in your local courts and you will have the benefit of any mandatory protections under the laws of your country of residence.
14.3 The courts of England and Wales will have non-exclusive jurisdiction over any dispute arising out of or in connection with these Terms or your use of Ask Charlotte.