How We Keep Your Info Safe

When you chat with our AI support assistant, we want to make sure you know exactly how we use your information to help with your magical tonies® journey.

Who We Are

Name and contact details of the controller

tonies GmbH, Oststraße 119, 40210 Düsseldorf, Deutschland

Contact form: contact form

Contact details of the data protection officer

Herold Unternehmensberatung GmbH, Hafenstrasse 1 A, 23568 Lübeck, Deutschland

What We Collect

When you interact with our AI support assistant, we process the following data:

• Voluntarily Provided Information: Your messages during our chat; basic details (name and email); If you do not provide the name and/or email address depending on the set-up, it might be that we we will not be able to follow-up on specific questions e.g. regarding a specific order which we cannot link to you without the email address.
• Technical bits: To ensure the functionality and security of the chat widget, technical data such as your IP address (primarily used for routing and geolocation), browser type and version, operating system, device type and timestamps for the chat initiation as well as individual messages. Additionally, the system records the referrer URL (the page you were visiting when the chat started) and utilises essential session identifiers via cookies or local storage to maintain conversation continuity 
• Customer data: If you are logged into your account or provide your order number, we may link the chat to your customer profile to assist you with order-specific questions.

How We Use It

To provide you with fast and efficient customer support, we use an AI-powered chatbot on our website. The AI support assistant is designed to assist you with common inquiries, such as answering FAQ, checking order status, and info regarding our return policies. Using the AI support assistant is entirely voluntary; you can always reach our human customer happiness team by submitting a request via our support center. Here are the use cases:

• Give you the best support for your Tonies and Toniebox
• Improve our AI chat by learning from common questions to provide better responses using anonymized data
• Create help tickets when you need our human team
• Spot common questions to improve our help center
• Important note: We do not use your chat data for automated decision-making that has legal or similarly significant effects. Our AI is used solely to provide support suggestions. You always have the right to request a human agent to review your case.
• Training transparency: Your chat is not used to train external AI systems. We may use anonymized data internally to improve how our chatbot works.

Legal Basis for using the chatbot

The processing of your data via the AI support assistant is based on our legitimate interest in providing efficient, modern customer service (Art. 6 para 1 lit. f GDPR). If your inquiry relates to an existing contract or order, the processing is based on the fulfillment of a contract (Art. 6 para 1 lit.b GDPR).

Who We Share With

• Our support team might review tickets to help you better
• We never sell your info – that's a promise
• Trusted partners like Zendesk help us run the chat safely

You can find more details regarding recipients in our General Data Protection Policy 

Your Rights

• See your data – just ask and we'll show you
• Delete your chats – we can wipe the slate clean
• Fix mistakes – spotted something wrong? We'll correct it
• Stop anytime – you're in control. If you prefer contact with a human being that’s fine. Just click on “Contact us” and submit a request. 

You can find more details regarding your rights that you might have as a data subject under applicable data protection law in our General Data Protection Policy

AI Transparency

This chat is powered by an automated AI system. This is not a human agent, but rather an AI assistant designed to help with your tonies®-related questions. Our human support team may review chat messages to improve the service or follow up on your requests when needed.

Data Retention

We retain chat transcripts and associated data only for as long as necessary to resolve your inquiry and fulfill our legal obligations. Chat transcripts are automatically turned into a support ticket, which follows our general customer service data retention policy.

Age Requirements

This chat is not designed for use by children. If you're under 16, please have a parent or guardian assist you with any questions.

Keeping Things Secure

We use top-notch security to protect your information and work with trusted providers who meet our high standards.

Questions?

Got questions about this? Drop us a line at our contact form.

Updates

We might update this from time to time. Keep chatting with us and you're cool with any changes.

Last updated: 05/06/2026 - This applies to our AI chat only.