Privacy Policy
BigBike.vn is committed to protecting our customers' personal information. This page explains how we collect, use and protect your data.
1. Information we collect
- Full name, phone number, delivery address when placing an order
- Email (if you register an account or subscribe to promotions)
- Images, videos including sound, and accompanying questions when you choose to send them to BigBike Assistant
2. How we use it
- Process and deliver orders
- Confirm orders and provide after-sales support
- Send promotions (with your consent)
- Recognize images, listen to video sound, understand product operations and compare with products BigBike currently sells for customer support
3. Measurement and tracking tools
The website uses three tools to understand what is useful, improve the shopping experience and measure advertising effectiveness:
- Google Analytics 4 records pages and products viewed, searches, scrolling, cart activity, COD confirmation, placed/cancelled orders, BigBike Assistant opens, phone/Zalo/Messenger clicks, filters, banners, the size tool, videos, login/sign-up and review submission. Order data is limited to order number, product details, quantity and value.
- Microsoft Clarity provides session replays of actions such as clicks, scrolling and page movement so BigBike can find usability problems. Login, account, checkout, order, review and BigBike Assistant content areas are masked before recording.
- Meta Pixel (Facebook) records page and product views, successful add-to-cart actions, checkout entry, COD confirmation, completed orders, searches and phone/Zalo/Messenger clicks so BigBike can measure advertising effectiveness and build relevant marketing audiences.
- These tools may use cookies or browser identifiers to distinguish sessions, devices and returning visitors.
4. Sharing with third parties
BigBike only shares information in the following cases:
- Delivery partners (GHN, GHTK…) — shipping information only
- Google Analytics, Microsoft Clarity and Meta (Facebook) — limited measurement and advertising data described in Section 3, including cookies or browser identifiers
- Google's AI service (Gemini) — the image or entire video including sound, and accompanying question, only when you choose to send them for assistance
BigBike never sells customer information to third parties for commercial purposes.
5. Your rights
- Request to view the data we store
- Request to correct or delete your data
- Unsubscribe from email/SMS at any time
To exercise these rights, contact: 0906902404 or Zalo 0764640679
6. Data protection
- Data encrypted with SSL/HTTPS
- We do not sell customer information to third parties for commercial purposes
7. Images and videos sent to BigBike Assistant
You can send an image or short video to find a similar product or show an operation you want to ask about. A video may be sent with a message or on its own. This section explains how BigBike handles these files.
- Brands and product categories recognized in photos help the assistant advise you and follow the conversation. Product images sent by customers are used for advice; the assistant does not receive or process payment documents.
- Each message accepts up to 3 images (JPG, PNG or WebP, 8 MB each; up to 9 images per conversation) or one video. Videos may be up to 15 seconds and 40 MB; the limit is 2 videos per conversation and 10 videos for the shop per day.
- The assistant reviews the video and listens to its sound in the same turn, within 60 seconds after the server receives the complete file. Upload time is excluded. If that time is exceeded, it will apologize and ask you to send photos instead.
- BigBike's stored images and videos stay in private internal storage with no public URL; only staff permitted to view conversations can access it.
- The image or entire video including sound is sent to Google's AI service (Gemini) for recognition and understanding product operations. BigBike treats the result as similarity only, not certain confirmation of a product, price, specification, warranty, order detail, or size.
- Images are automatically deleted after 90 days; video files are automatically deleted after 7 days. Text history follows the conversation retention period. Deleting chat history also deletes its attached images and videos.
- You can view images and videos saved in your own history. You can delete them yourself at any time with the clear-conversation button in the chat panel, which removes the attached images and videos with it. You may also ask BigBike to delete them for you.
- Inappropriate images or videos may be blocked and not processed further. You can always avoid sending files and describe your request in text.
- If an image or video contains a document, invoice, or order screen, please cover names, phone numbers, addresses, order codes, and any unnecessary details before sending it.