1. Overview

Mochello is a San Francisco-based company that designs interactive AI companion toys and related accessories. We sell products through mochello.com (the “Website”) and operate companion services that power our AI plush toys (the “Companion Services”). This Privacy Policy applies to information collected through the Website, our newsletter, our customer support channels, and the Companion Services.

By using the Website or our products, you agree to the practices described in this Privacy Policy. If you do not agree, please do not use the Website or our products.

2. Information We Collect

We collect information in three ways: information you give us directly, information collected automatically, and information from third parties.

2.1 Information You Give Us

• Account and contact information — name, email address, shipping address, and phone number when you create an account, place an order, sign up for our newsletter, or contact us.
• Payment information — credit card number, billing address, and other payment details, processed by our payment processor (we do not store full card numbers on our servers).
• Order information — product selections, order history, and refund requests.
• Communications — messages you send through our contact form, emails you write to our support team, and feedback you share about our products.
• Companion profile data — the name you give your AI companion, preferred language, and age-appropriate setting you select.

2.2 Information Collected Automatically

• Device and usage data — IP address, browser type, operating system, device identifiers, pages visited, time spent on pages, and referring URLs.
• Cookies and similar technologies — see Section 6 for details.
• Companion interaction metadata — aggregated counts such as the number of conversations per day, feature usage, and error events. Voice content itself is processed on-device or anonymized before reaching our servers (see Section 11).

2.3 Information from Third Parties

We may receive information about you from shipping carriers (delivery confirmations), payment processors (transaction status), and analytics providers. We combine this with information we already hold to improve our services.

3. Children’s Privacy and Parental Controls

Mochello products are designed to be enjoyed by children under adult supervision. We take children’s privacy seriously.

• Ages 13 and older — may use the Website directly. We collect standard account and order information as described above.
• Ages under 13 — the Website is not directed to children under 13. We do not knowingly collect personal information from children under 13 without verifiable parental consent. Companion toys used by children under 13 should be set up by a parent or guardian, who controls the account and data settings.
• Voice and interaction data from companion toys — is processed locally on the device whenever possible. When cloud processing is required, voice data is not tied to a child’s identity and is not used for marketing.
• No third-party advertising — we do not serve targeted advertisements to children, and we do not sell children’s data.

If you believe we have collected personal information from a child under 13 without parental consent, please contact us at hello@mochello.com and we will delete the information promptly.

4. How We Use Your Information

We use your information for the following purposes:

• To fulfill orders — process payments, ship products, send order confirmations, and handle returns.
• To operate the Companion Services — deliver AI responses, maintain conversation continuity, and improve the companion experience.
• To communicate with you — respond to support requests, send product updates, and deliver our newsletter (you can unsubscribe at any time).
• To improve our products — analyze aggregated usage patterns to design better companions and website features.
• For security and fraud prevention — detect unauthorized access, abuse, and fraudulent transactions.
• To meet legal obligations — comply with tax, accounting, and consumer protection laws.

We only use personal information where we have a lawful basis to do so, such as contract performance, legitimate interest, consent, or legal obligation.

5. How We Share Your Information

We do not sell your personal information. We share information only in these limited circumstances:

• Service providers — we work with trusted partners who help us operate the Website and Companion Services, including payment processors (Stripe), shipping carriers, email delivery services, and cloud hosting providers. These partners are contractually bound to use your information only on our behalf.
• Legal requirements — we may disclose information if required by law, court order, or governmental authority, or to protect our rights or the safety of our users.
• Business transfers — in the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction. We will notify you of any such change.
• With your consent — we may share information in other ways if you give us permission.

We do not share your personal information with third parties for their own marketing purposes.

6. Cookies and Similar Technologies

We use cookies and similar technologies to remember your preferences, keep you signed in, and understand how visitors use the Website.

• Essential cookies — required for the Website to function, such as the shopping cart, checkout, and account session.
• Analytics cookies — help us understand which pages are popular and how visitors navigate the site. We use privacy-friendly analytics that do not share your data with advertisers.
• Preference cookies — store settings such as your preferred theme (light/dark) and language.

Most browsers allow you to block or delete cookies. If you disable essential cookies, some parts of the Website may not work properly.

7. Retention of Information

We keep your personal information only for as long as necessary to fulfill the purposes described in this policy, or as required by law.

• Account information — retained while your account is active, and deleted within 30 days of account closure.
• Order records — retained for 7 years to comply with tax and accounting obligations.
• Support messages — retained for up to 3 years after the last interaction.
• Newsletter subscriptions — retained until you unsubscribe.
• Companion interaction metadata — aggregated and anonymized, retained indefinitely for product improvement.

8. Protection of Your Information

We use industry-standard security measures to protect your information, including encryption in transit (TLS 1.2+), secure storage, and regular security reviews. No system is perfectly secure, and we cannot guarantee absolute security. You are responsible for keeping your account password confidential and for signing out of shared devices.

9. Your Privacy Rights

Depending on where you live, you may have the following rights regarding your personal information:

• Access — request a copy of the information we hold about you.
• Correction — ask us to update inaccurate or incomplete information.
• Deletion — request that we delete your information, subject to legal retention requirements.
• Portability — receive your information in a commonly used, machine-readable format.
• Restriction and objection — ask us to stop using your information in certain ways, including marketing.
• Withdraw consent — where we rely on your consent, you may withdraw it at any time without affecting the lawfulness of earlier processing.

To exercise these rights, email us at hello@mochello.com. We will respond within 30 days. California residents have additional rights under the CCPA — see our California Privacy Notice if applicable.

10. International Transfers

Mochello is based in the United States. When you use the Website or Companion Services from outside the U.S., your information may be transferred to and processed in the United States or other countries. We use standard contractual clauses and other safeguards where required to ensure your information receives an adequate level of protection.

11. AI Companion Voice and Interaction Data

Our AI companion toys listen to voice input and respond conversationally. We have designed this experience with privacy in mind:

• On-device processing — voice recognition and initial processing happen on the companion device whenever possible. Raw audio is not routinely transmitted to our servers.
• Cloud processing — when a conversation requires cloud-based AI, we send the text transcript (not the audio) to our AI provider. Transcripts are not tied to a personal identifier and are deleted after processing unless you opt in to product improvement.
• No voice profiles — we do not build voice profiles or use voice data for advertising.
• Parental controls — parents can review, download, and delete companion interaction history through the account dashboard.
• Language and location — companion language preference is stored locally; we do not track real-time location from the companion device.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the “Last updated” date at the top of this page and, where appropriate, notify you by email or through a prominent notice on the Website. We encourage you to review this policy periodically.

13. Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, you can reach us at:

• Email: hello@mochello.com
• Postal address: Mochello, 548 Market St #45678, San Francisco, CA 94104, United States
• Website: mochello.com/contact

We aim to respond to all privacy inquiries within 1 business day.