AREX Privacy Policy

Last Updated: August 10, 2026

Effective Date: August 10, 2026

Arexvision Co., Limited ("AREX", "we", "our", or "us"), of Rm 2 G/F The Cloud, 111 Tung Chau St, Tai Kok Tsui, Kowloon, Hong Kong, respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you visit our websites, reserve an AREX product, use our chatbot, or otherwise interact with our services.

By using our services, you acknowledge the practices described in this policy. Where applicable law requires consent for a particular activity, we will request it separately.

1. Information We Collect

We may collect the following categories of information:

  • Contact Information: Your email address and any other contact details you choose to provide.
  • Reservation Information: Your reservation status, payment processor references, refund status, and benefits associated with your reservation. Payment card details are collected and processed by our payment provider; AREX does not receive your full card number.
  • Chat and Support Information: Questions, messages, chatbot responses, feedback, and information you choose to provide when requesting support or follow-up. The website chat keeps a bounded conversation in browser memory for the active page visit. If you choose Analytics in our privacy controls and chatbot analytics is enabled, we also create a redacted interaction record containing the current question, final response, page path, language, deployment environment, answer-quality metadata, an anonymous session identifier generated for that page visit, and timestamp. If you voluntarily provide an email address for follow-up, we treat it as a separate contact record.
  • Technical and Usage Information: IP address, approximate location derived from network information, browser and device type, operating system, referring page, pages viewed, interactions, timestamps, and performance or diagnostic data.
  • Marketing Information: Communication preferences, campaign source information, and interactions with our marketing communications.

Please do not include payment card details, passwords, government identifiers, medical information, or other sensitive personal information in chatbot or support messages. The chatbot is not an emergency or dive-safety service.

2. How We Use Your Information

We use information for the following purposes:

  • To process and support your reservation, including any refunds or reservation benefits.
  • To send transactional updates about your reservation, product launch, and product delivery.
  • To send marketing communications and updates about AREX products, provided you have consented to receive them.
  • To answer chatbot and support questions, maintain short-term conversation context, and offer an appropriate support or sales follow-up.
  • With Analytics consent where required, to evaluate chatbot answer quality, identify unanswered questions, group common topics, and improve our approved product information, support flows, products, and websites.
  • To operate, secure, troubleshoot, and measure our services, including preventing fraud, abuse, and excessive automated requests.
  • To comply with legal obligations, enforce our agreements, and protect the rights and safety of AREX, our users, and others.

Providing an email address during a support or chatbot interaction does not automatically subscribe you to marketing. We use it for marketing only when we have the required permission.

3. Chatbot and Automated Processing

Our chatbot uses Google Cloud services to retrieve approved AREX information and generate responses. Google Cloud processes the current question and a bounded number of recent turns on our behalf. We do not use chatbot data to make legal or similarly significant decisions about you solely by automated means.

If you choose Analytics in our privacy controls and chatbot analytics is enabled, AREX stores one redacted record of each interaction in Google BigQuery to evaluate answer quality and identify common or unanswered questions. The record contains the current question, final response, page path without URL parameters, language, deployment environment, answer status, confidence, fallback reason where applicable, retrieved knowledge identifiers, model name, response time, timestamp, and an anonymous session identifier generated for that page visit. We do not intentionally store IP addresses, browser identifiers, full URLs or URL parameters, the repeated recent-turn context, or a separate email field in these analytics records. Basic redaction is applied to email addresses, long number strings, and common secret-like values before storage.

Chat remains available if you decline Analytics; declining prevents this durable chatbot analytics record from being written. Our rate-limiting provider may process short-lived technical request data to prevent abuse.

4. Cookies, Analytics, and Advertising

We and our service providers use cookies, pixels, and similar technologies to operate the website, remember settings, understand traffic and interactions, measure performance, and assess marketing campaigns. Our current providers include Google Analytics and Meta Pixel. These providers may receive technical and usage information and may set or read their own identifiers under their privacy policies.

We do not sell personal information for money. The use of advertising technologies such as Meta Pixel may, however, be considered a sale, sharing, or targeted advertising under certain privacy laws. You can limit cookies through your browser or device settings and contact us to exercise any applicable opt-out right.

5. How We Disclose Information

We disclose information only as reasonably necessary for the purposes described in this policy:

  • Service Providers: Vendors that provide hosting, databases, cloud and AI processing, payments, fraud prevention, analytics, email delivery, marketing, and business communications. They may process information only to provide services to us, subject to their contractual and legal obligations.
  • Legal and Safety Reasons: Authorities or other parties when required by law or when reasonably necessary to protect rights, safety, security, and the integrity of our services.
  • Business Transactions: A prospective or actual buyer, investor, successor, or adviser in connection with a merger, financing, reorganization, or sale of all or part of our business, subject to appropriate safeguards.

6. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including providing services, resolving disputes, maintaining security, and meeting legal, accounting, or reporting obligations. Retention periods vary according to the type and sensitivity of the information.

Reloading or leaving the page clears the browser-held chatbot conversation. Where Analytics consent is given and chatbot analytics is enabled, raw BigQuery interaction records are retained for 90 days and then expire automatically. The cloud AI provider and infrastructure providers may process request data under their applicable service terms and configured retention controls. Reservation and payment records may be retained for longer periods where required for financial, fraud-prevention, or legal purposes.

7. International Processing and Security

AREX and our service providers, including Google Cloud, may process information in countries other than the country where you live. Where required, we use appropriate safeguards for international transfers.

We use reasonable administrative, technical, and organizational measures designed to protect personal information. However, no internet transmission or electronic storage system is completely secure.

8. Your Rights and Choices

Depending on where you live, you may have the right to request access to, correction of, deletion of, or a copy of your personal information, and to restrict or object to certain processing. You may also have the right to withdraw consent, opt out of certain sales, sharing, or targeted advertising, or complain to your local data-protection authority. We may need to verify your identity before completing a request, and some rights are subject to legal exceptions. To help us locate an anonymous chatbot analytics record, please provide the approximate date and time of the interaction, your time zone, and the question or response concerned; do not send sensitive information for this purpose.

You can unsubscribe from marketing emails at any time using the unsubscribe link in the message. Transactional reservation or support messages may still be sent when necessary to provide a service you requested.

9. Children's Privacy

Our services are not directed to children under 16, and we do not knowingly collect personal information from children under 16. If you believe a child has provided personal information to us, please contact us so we can take appropriate action.

10. Changes to This Policy

We may update this Privacy Policy as our services and legal obligations change. We will post the updated policy on this page and revise the dates above. We will provide additional notice when required by law.

11. Contact Us

To ask a privacy question or exercise a privacy right, including a request relating to a chatbot interaction, contact us at:

support@arexvision.com