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Terms of use for BILLIE CHAT

IKEA offers customers a consultation and contact service via its website through a chatbot called "Billie." To access this service, customers must go to the following link: Contact - IKEA - IKEA, in the "Contact us"section, and select "Chat with our chatbot." Customers should click on "Start chat"and then on "Begin chat."

Use of the chat service is subject to a boundary that requires individuals over the age of 18. If you are acting on behalf of a company, you must be authorized to represent that company and be able to provide proof of this at IKEA's request.

This service allows customers to make inquiries using a chatbot that utilizes artificial intelligence (AI) technology. The chatbot responds directly to customer messages using AI. When AI that affects your personal information is used, we will clearly indicate this through notices.

The hours of access to the CHAT will be Monday through Sunday, 24 hours a day. If the customer requests it, they can continue the consultation with a human agent, who will provide personalized follow-up to your request, subject to the following hours: Monday through Saturday from 8:00 a.m. to 10:00 p.m. and Sundays and holidays from 10:00 a.m. to 8:00 p.m., with the service being subject to the availability of active IKEA agents at the time of access to the service.

To access CHAT, you must accept the privacy policy and terms and conditions of use. You only need to register with your first name, last name, and email address if you wish to speak with an agent.

These terms of use for CHAT, with their successive updates, are valid indefinitely and will remain in effect as long as the chat remains active.

When using the service, customers are advised to share only the data necessary for their query. Please note that when using the service, you should not provide any sensitive personal data (such as health data) or data relating to third parties. For more details on the use of personal data, please read our privacy notice Privacy Policy - IKEA.

You can use IKEA CHAT if you are looking for answers to your questions, want to resolve a problem, or simply want to tell us how we have served you. More specifically, IKEA can help you in real time when doing online shopping, checking the status of your order, and preparing your shopping list.The terms of use for the chat are as follows:

  • When you give assessments, always ensure that they are lawful, truthful, and accurate.
  • The user agrees to use the service in accordance with the law, generally accepted morals and good customs, and public order, and to refrain from using the service for purposes or effects that are unlawful, prohibited in these terms and conditions, harmful to the rights and interests of IKEA or third parties, or that in any way may damage, disable, overload, or impair the Service.
  • The user shall therefore be liable for any damages of any kind that IKEA may suffer as a result of a breach of any of the obligations set forth in these terms and conditions or in the applicable law in relation to the use of the service.
  • Do not use the chat for commercial purposes.
  • Users have knowledge and accept that IKEA (and the various entities within its business group) are the sole owners and holders of all trademarks, trade names, logos, texts, images, slogans, illustrations, designs, photographs, videos, and other intellectual and industrial property elements of the service. All of the above elements are regulated and protected by national and international industrial property and copyright laws.
  • Users shall refrain from, and undertake not to introduce, computer viruses, worms, Trojan horses, or other malicious code intended to interrupt, destroy, or place a boundary on the functionality of the chat or to alter it in any way, as well as any other action that could cause damage to IKEA.
  • Do not provide your credit card details, bank account number, or other financial information via chat. If you wish to send us other sensitive information (including information relating to minors), please consult us before proceeding.

IKEA does not guarantee the availability, continuity, or, in general, the normal functioning of the Service in the event of incidents or interruptions in the normal functioning of the networks involved in the service.

Accessible via the internet, use of the Service does not entail any cost to the user.

IKEA reserves the right to modify, delete, or alter the Terms of Use of the CHAT at any time. Likewise, in order to ensure the proper functioning of the CHAT, IKEA reserves the right to temporarily suspend, without prior notice, the accessibility of the Portal in the event of maintenance, repair, updating, or improvement of the services.

IKEA IS NOT RESPONSIBLE FOR ANY DAMAGES THAT MAY BE DUE TO THE USE OF THE SERVICE BY USERS, AS WELL AS THOSE THAT MAY BE DUE TO THE LACK OF VALIDITY, COMPLETENESS, ACCURACY, AND/OR AUTHENTICITY OF THE INSIGHTS THAT USERS PROVIDE ABOUT THEMSELVES AND, IN PARTICULAR, BUT NOT FORMA EXCLUSIVELY, FOR DAMAGES THAT MAY BE DUE TO THE IMPERSONATION OF A THIRD PARTY BY A USER IN ANY TYPE OF COMMUNICATION.

IKEA reserves the right to deny the use of the Service to the User and to prevent and remove communications made through it, at any time and without prior notice, to those Users who fail to comply with these Special Conditions. Similarly, IKEA expressly reserves the right to unilaterally modify, at any time and without prior notice, the presentation, settings, and content of the Service, as well as the conditions required to use it. In this regard, the characteristics of the service may be modified in order to adapt it to technical developments, and variations may be introduced into the service that incorporate new functionalities, as well as any technical improvements that allow for the incorporation of a greater number of features, in order to improve the service.

Any dispute relating to these Terms & Conditions of Use of the service offered shall be brought before the Courts and Tribunals of the user's place of residence in Spain and shall be governed by Spanish law and policy. By accessing and using this Tool, you expressly agree to submit to the exclusive jurisdiction of these courts and to consider them the appropriate forum.

22/09/2025

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