AI Policy

We're a small family business, and AI tools help us build and run the store. This policy says exactly where we use AI, where we don't, what happens to your information, and how you stay in control. It covers AI voice assistants, AI chat and messaging assistants, AI agents that work behind the scenes, and AI-made pictures, video and writing.

1. What is live today

We update this table before anything new is switched on. The rules below apply from the first day each tool is used.

2. Images, video and writing

• The hero pond, the "From the farm to your water" film, the step animations, the variety guide and the calculator's fish are AI-generated illustrations made to show what our fish and the delivery process look like.
• The people in the film are not real customers, and the scenes are not footage of real orders.
• The product photos and clips in the shop are also AI-generated illustrations. They show the kind of fish you'll get, not the exact fish. Most lots are assorted and picked at the farm.
• The "Sample photos" under each fish are different: they are real photos from our supplier of the current lot for that size.
• We use AI to help draft website text, emails, policies and the stocking calculator. A person reviews what we publish. The calculator's numbers are general guidance, not a guarantee of fish health.

3. AI voice assistant

When it is switched on, our phone line may be answered by an AI voice assistant, and it may call you back when you have asked us to.

What it does

• Answers common questions about fish, shipping days, weather holds and the arrival guarantee.
• Looks up an order's status and tracking.
• Takes a message or books a call back with a person.
• Reminds you about delivery day, if you agreed to calls.

How it behaves

• It says it is an AI in its first words, on every call, and names MAJC Fish World.
• It tells you if the call is recorded or transcribed before the conversation goes on. If you don't agree, say so or hang up, and email us instead.
• It hands you to a person. Say "talk to a person" at any time. If nobody is free, it takes a message and a person replies within response time, e.g. one business day.
• It never pretends to be a real person, and it does not use a copy of any real person's voice.
• It stops when you say stop. Tell it you don't want calls and we add your number to our do-not-call list.

What it does not do

• It does not approve, deny or value an arrival claim, or promise a refund. It can take the details and pass them to a person.
• It does not take card numbers by voice.
• It does not give veterinary advice.
• It cannot change our prices, our Terms or our Arrival Guarantee.

Calls we place

• About your order: we call or text the number you gave at checkout about that delivery only.
• Marketing: AI-voice or automated marketing calls and texts go only to people who gave written consent on one of our forms. Consent is never required to buy.
• We call between 8 a.m. and 9 p.m. in your local time, we identify ourselves, and we give you a way to opt out on every call.

4. AI chat and messaging

Our chat assistant is called Kai. When it is switched on, Kai may answer the chat on this site and our WhatsApp, Instagram and Facebook messages, and may help answer texts and emails. Kai can help you choose fish, share care tips and take the details of an arrival claim for a person to review.

• It says it is an AI at the start of the conversation and whenever you ask.
• The chat loads only if you allow it in Privacy choices. Until then, nothing you do on this site is sent to a chat provider.
• Conversations are saved so we can help you and keep a record. They are sent to our chat provider to produce the replies.
• You can ask for a person at any time, or email contact@majcfishworld.com.
• Please don't type card numbers, passwords or anything sensitive into a chat.
• It follows the same limits as the voice assistant: it cannot decide claims or refunds, give veterinary advice or change our terms.

5. AI agents behind the scenes

"AI agents" are AI tools that carry out tasks for us, sometimes in several steps. We use them, or plan to, for:

• Sorting incoming messages and drafting replies for a person to check.
• Summarizing calls and chats so the next person you speak to is up to date, and sending the owners a daily summary of new messages and orders.
• Preparing an order for our supplier from the details you entered.
• Watching the weather on your delivery route and suggesting a hold.
• Drafting product descriptions, guides, emails and social posts.
• Building and checking this website, including these policies.
• Flagging orders that look like fraud for a person to review.

A person approves anything that moves money, changes an order, decides a claim, or goes out under our name as a promise.

6. Marketing and ads

• We may use AI to help create ads, emails and social posts. Where a platform asks for an "AI-generated" label, we add it.
• No fake reviews. We never use AI to write customer reviews or testimonials, and we never present an AI-made person as a real customer.
• No deepfakes. We don't make AI images, video or voices of real people without their written permission.
• Ads are shown using ad platforms' own tools. Our own ad tracking loads only if you allow Marketing in Privacy choices.

7. What AI never decides

• A person reviews every arrival claim and decides every refund or credit.
• We don't use AI alone to make decisions that have legal or similarly significant effects on you.
• We don't use AI to set a different price for you than for anyone else.
• We don't use AI to guess sensitive things about you, such as your health, religion or finances.

If an AI tool told you something or did something you disagree with, email contact@majcfishworld.com and a person will review it.

8. Your information and AI

• What AI tools receive: only what the task needs. That can be your message, your name and order details, the audio and transcript of a call, or a chat conversation.
• What they never receive: your payment card details. Unboxing videos are reviewed by a person and are not used to train AI.
• No voiceprints. We don't use recordings to identify you by your voice.
• Training. Our settings and agreements with AI providers are meant to keep your personal information from being used to train their general-purpose models. Confirm for each AI provider before launch
• Providers. Our chat, messaging and phone assistants run on HighLevel, a customer messaging platform, set up for us by ClientSoar AI. Name the AI model and transcription providers the platform uses, and any other AI tools
• How long: call recordings, transcripts and chats are kept for the periods in our Privacy Policy, then deleted.

Your privacy rights apply to information handled by AI in the same way as everything else. See the Privacy Policy.

9. Consent and your choices

Saying no never costs you anything. You get the same prices, the same guarantee and the same service by email with a person.

10. Accuracy and limits

• AI can be wrong. If an AI assistant says something that differs from our written Terms, Shipping & Arrival Guarantee or Refund Policy, the written policy applies.
• If an assistant gives you wrong information and it costs you, tell us. A person will look at what happened and work to make it right.
• Fish care information from any of our tools is general guidance, not veterinary advice.
• Our AI assistants are for adults buying fish. They are not built for children.

11. How we keep AI in check

• We test each assistant with real questions before it talks to customers, and after every change.
• We read a sample of AI conversations regularly to catch mistakes.
• Every assistant has a clear way to reach a person, and a rule to hand over when it is unsure.
• We check an AI provider's privacy and security terms before we use it.
• If an AI tool causes a problem, we switch it off until it is fixed.

12. Changes and contact

We update this policy before we add a new AI use, and change the date at the top. Questions, or want a person to review something? Email contact@majcfishworld.com.