Artificial Intelligence (AI) Use Policy

Last updated: 7 September 2026

This policy explains the use of artificial intelligence (AI) in preparing content and providing AI functionality in the Urban Botaniks online store, operated by „Планина 2010“ ЕООД, UIC 201175855 ("we", "the merchant"). It supplements, without replacing, the Terms and Conditions and the Privacy Policy.

1. AI-assisted content

At Urban Botaniks, we may use AI as an auxiliary tool for creating, structuring, editing and translating texts, including product and category descriptions, answers to frequently asked questions, blog posts and informational materials on gardening and equipment. AI may also assist with the preparation of illustrative content.

The use of AI does not mean that every publication or image is generated automatically. AI-assisted materials should not be regarded as the result of personal product testing, scientific research, certification or an independent expert assessment, unless this is expressly stated and supported by a specific source. The use of AI does not transfer the merchant’s responsibility for published content to the technology.

2. Transparency and labelling

When using AI, the relevant transparency requirements of Regulation (EU) 2024/1689, including Article 50, apply. Where the law requires labelling of specific AI-generated or manipulated content, the information must be clear and accessible when the consumer encounters that content. This general policy does not replace such specific labelling.

This includes applicable cases of realistic artificially created or manipulated images, audio and video that may be perceived as authentic, as well as AI-generated texts on matters of public interest. For the latter, the law provides an exception where there has been genuine human review or editorial control and editorial responsibility has been assumed. The mere use of AI for language editing does not automatically mean that the same labelling is required for all materials.

3. AI assistant — when available in the store

This section applies only when a function for conversation with an AI assistant is active in the store. The existence of this policy alone does not mean that such a function is active.

When you converse with a designated AI assistant, you are communicating with an automated system, not a person. Responses are created automatically based on your query and information available to the system. The assistant may help you navigate the catalogue, product features and published information on orders, delivery and service.

The indication that you are communicating with AI must be clear no later than at the first interaction. You may choose not to use the assistant and contact our team directly through the contact page, by email or telephone.

4. Accuracy, safety and product advice

AI may provide inaccurate, incomplete or outdated information, even when the answer sounds convincing. Where there is a discrepancy between an automated response and the information for a specific product or order, please contact our team for verification.

Advice on plants, growing media, fertilisers, lighting, ventilation, irrigation and other equipment is for general informational purposes. It does not replace the label, technical documentation, safety instructions and manufacturer’s guidance. Dosing, mixing preparations, electrical installation and other actions that pose a risk to health, plants or property should not be undertaken solely on the basis of an AI response. Where necessary, seek a qualified professional.

An illustrative image is not proof of a specific feature, included accessory or guaranteed result from using a product.

5. Orders and consumer rights

An informational response from an AI assistant does not in itself constitute confirmation of an accepted order, payment made, contract amendment, approved complaint or refund. The relevant store procedures and confirmations apply to these actions. If in doubt, ask for verification by an employee.

Nothing in this policy excludes or limits your statutory rights, including the right of withdrawal, rights in the event of non-conformity of goods and the right to make a complaint, nor the merchant’s liability that cannot be excluded or limited by law. This policy does not make misleading product information an acceptable commercial practice.

6. Personal data when using AI functions

If you use an available AI assistant, the messages you enter and the data you provide in them are processed to prepare a response and handle your enquiry. Share only what is necessary for your question. Do not enter passwords, access codes, full payment card details, personal identification numbers, health data or other people’s personal data without a basis.

The use of AI does not remove the requirements of Regulation (EU) 2016/679 (GDPR). Information about the controller, the purposes and legal grounds for processing, recipients or categories of recipients, applicable retention periods, possible international transfers and ways to exercise rights is provided in the Privacy Policy and in the relevant notice for the specific function. Merely opening this page or starting a conversation does not constitute general consent to all possible processing purposes or to marketing.

Subject to applicable law, you may request access, rectification, erasure, restriction of processing or data portability, object to processing and withdraw consent where processing is based on it. You also have the right to lodge a complaint with the Commission for Personal Data Protection. For questions about a specific conversation, contact us without sending unnecessary sensitive data.

7. Questions, reports and human contact

If you notice an inaccurate, inappropriate or misleading AI response or publication, you may send us a link to the page or a description of the issue. To verify product information, obtain help with an order or ask questions about this policy, contact the Urban Botaniks team:

8. Updates

The policy may be updated when the AI functionality used, the way data is processed or the applicable requirements change. The current version is published on this page with a stated date. Changes do not retroactively affect statutory rights that have already arisen.