Support & Privacy

Effective date: July 28 2026
Contact:info@institutnoe.com


Age requirement: You must be 16 or older to use Ask Noé and Ask Noé · Homme.

Welcome to Institut Noé Support & Privacy. This page explains how to get help with the Ask Noé and Ask Noé · Homme apps, and how we collect, use, and protect your personal data.

Getting Started

What is Ask Noé?
Ask Noé is your personal styling and wardrobe intelligence app. It helps you understand your style, plan outfits, research provenance, and get tailored recommendations through AI-powered guidance and human-curated insights.Noe

What is Ask Noé · Homme?
Ask Noé · Homme is the men's edition of the app, with the same core capabilities tuned to menswear, grooming, and lifestyle.Noe

How do I create an account?

  1. Go to asknoe.app or asknoe-homme.app.

  2. Tap Sign Up and enter your email and password (or use a supported social sign-in if available).

  3. Complete the short onboarding (style preferences, sizing, etc.).

  4. You'll land on your home screen with a 7-day free trial active.Noe

Is there a free trial?
Yes. New members get a 7-day free trial that unlocks full access to premium features for that period. After the trial, your account continues on the plan you selected unless you cancel.

Memberships & Billing

What membership circles do you offer?
Ask Noé uses a tiered membership model:

  • Découverte – Entry-level plan with core features.

  • Mes Amis – Mid-tier with expanded allowances and features.

  • Les Miens – Advanced tier with more personalized tools.

  • Mes Cœurs – Top tier with unlimited Ask Noé questions, provenance research, bespoke services, People I Shop For, and dedicated Noe Knows stylist access.

During your 7-day trial, you have top-tier access so you can explore everything.

How do I upgrade or downgrade my plan?

  1. Open the app and go to Account → Billing (or Membership).

  2. Choose Change Plan.

  3. Select the new circle and confirm.
    Changes take effect at the next billing cycle unless otherwise stated.

How do I cancel my subscription?
You can cancel anytime from Account → Billing → Cancel Subscription. You'll keep access until the end of your current billing period. If you're in a trial and cancel before it ends, you won't be charged.

What payment methods do you accept?
We use Stripe for secure payments. Accepted cards include Visa, Mastercard, and other major cards supported in your country. Pricing and available methods may vary by region.

I was charged incorrectly / I don't recognize a charge.
First, check your Billing page in the app for your plan and next charge date. If something still looks wrong, contact us using the form below with:

  • The email on your account

  • Screenshot of the charge (from your bank or Stripe receipt)

  • Brief description of the issue

We'll investigate and respond within 2 business days.

Using the App

What can I ask Ask Noé?
You can ask about:

  • Outfit ideas and combinations

  • Wardrobe audits and gap analysis

  • Style guidance (colors, fits, silhouettes)

  • Product and brand research, including provenance

  • Shopping for specific occasions or people (People I Shop For, where available)

What are Wardrobe Audits?
Wardrobe Audits let you upload or describe pieces you own and receive structured feedback: what works, what to pair, what to retire, and what to add next. Availability may depend on your membership tier.

What is Provenance research?
Provenance research gives you background on brands and products: materials, manufacturing context, ethical considerations, and durability signals. This is educational, not a guarantee of any specific claim by brands.

What is "People I Shop For"?
This feature (top-tier) lets you create profiles for people you regularly shop for (partner, child, friend) and get tailored recommendations and outfit plans for them.

The app isn't working/I see an error.
Try these steps:

  1. Refresh the page or restart the app.

  2. Check your internet connection.

  3. Log out and back in.

  4. Clear your browser cache (web) or app cache (mobile), then retry.

If the issue persists, send us a report via the contact form below with:

  • Device + OS (e.g., iPhone 14, iOS 18; or Chrome on Windows 11)

  • What you were doing when the error occurred

  • Screenshot or short screen recording if possible

We'll respond within 2 business days.

Account, Data & Privacy (Support View)

How do I change my email or password?
Go to Account → Profile to update your email. For password, use Account → Security → Change Password (or reset via "Forgot password?" on the login screen).Noe

How do I delete my account?
From Account → Privacy & Data, choose Delete Account. This will:

  • End your subscription immediately (no further charges)

  • Remove your personal data according to our retention policies (see Privacy Notice below)

  • Irreversibly delete your wardrobe data, style profiles, and conversation history

If you can't access your account, contact us and we'll help verify your identity and process deletion.Noe

Where is my data stored?
Your data is stored on secure, encrypted servers in Canada and France, with strict access controls. We do not sell your personal data to third parties. For full details, see the Privacy Notice below.

Contact Support

How can I reach a human?
Use the form below or email info@institutnoe.com. We aim to reply within 2 business days.Noe

Support Request Form (suggested fields):

  • Name

  • Email (associated with your account)

  • Subject (Billing, Technical, Account, Privacy, Other)

  • Message (describe your issue clearly)

  • Attachments (optional: screenshots, receipts)

Response times:

  • General support: within 2 business days

  • Urgent billing or security/privacy issues: prioritized within 1 business day

Part II — Privacy Notice

1. Who We Are

Institut Noé is the academic and corporate home behind the Noe Knows verticals, including the Ask Noé and Ask Noé · Homme styling apps.

For the purposes of applicable data protection laws (including the GDPR in the EU/UK and PIPEDA in Canada), Institut Noé is the data controller for your personal data collected through:

Contact:
Email: info@institutnoe.com
Address: [Registered company address – as listed at asknoe.app/privacy]

2. What Personal Data We Collect

We collect data you provide directly and data generated through your use of the Services.

2.1 Data you give us

  • Account data: name, email address, password (hashed), profile information.

  • Style & wardrobe data: sizing, style preferences, wardrobe items you upload or describe, photos you provide, style profiles.

  • Billing data: payment card details and billing address (processed securely via Stripe; we do not store full card numbers).

  • Communications: messages you send to support, feedback, survey responses.

2.2 Data collected automatically

  • Usage data: features used, questions asked, time spent, device type, browser, IP address, approximate location (derived from IP), logs.

  • Technical data: crash reports, performance metrics, error logs.

  • Cookies & similar technologies: to maintain sessions, remember preferences, and analyze usage (see "Cookies" section).

2.3 Sensitive data

You may choose to share information about your appearance, body measurements, or other personal characteristics to improve styling recommendations. This is optional. We treat such data with extra care and only use it to provide the Services you request.

3. How We Use Your Data

We use your personal data to:

  • Provide and improve the Services: run your account, deliver styling guidance, wardrobe tools, and recommendations.

  • Personalize your experience: tailor suggestions based on your style profile and usage.

  • Communicate with you: send service-related messages (e.g., trial start/end, billing notices, important updates).

  • Support and security: respond to your requests, detect and prevent fraud or abuse, and keep the Services secure.

  • Analytics and product development: understand how the Services are used to improve features and performance.

  • Comply with legal obligations: meet tax, accounting, and regulatory requirements.

We do not use your personal data to train unrelated AI models or sell your data to third parties. Any use of anonymized, aggregated data for research or product improvement will be done in a way that does not identify you.

4. Legal Basis for Processing (GDPR)

If you are in the EU/UK, we process your personal data based on:

  • Contractual necessity: to provide the Services you requested (e.g., account, styling tools).

  • Legitimate interests: for analytics, security, fraud prevention, and product improvement, where these do not override your rights.

  • Consent: where required by law (e.g., certain cookies or optional features); you can withdraw consent at any time.

  • Legal obligation: to comply with applicable laws (tax, accounting, etc.).

5. How We Share Your Data

We do not sell your personal data. We may share data with:

  • Service providers: companies that help us operate the Services (hosting, analytics, email delivery, payment processing via Stripe). These providers are contractually bound to protect your data and use it only for the purposes we specify.

  • Legal and safety disclosures: if required by law, regulation, legal process, or to protect the rights, property, or safety of Institut Noé, our users, or others.

  • Business transfers: in connection with a merger, acquisition, or sale of assets, where personal data may be transferred as part of the transaction. You will be notified via email or prominent notice on the Services before your data becomes subject to a different privacy policy.

6. International Data Transfers

Your data is stored on secure servers in Canada and France, with encryption and access controls.

If you are in the EU/UK, any transfers outside these regions are protected by appropriate safeguards, such as Standard Contractual Clauses approved by the European Commission, and strict internal policies.

7. Data Retention

We retain your personal data only as long as necessary:

  • Active accounts: while your account is active and for a reasonable period afterward to handle support issues and legal obligations.

  • Billing records: as required by tax and accounting laws (typically several years).

  • Deleted accounts: after you delete your account, we remove or anonymize your personal data, except where retention is required by law or necessary for legitimate purposes (e.g., fraud prevention, dispute resolution).

Specific retention periods are defined in our internal Audit Rhythm and compliance policies and are reviewed regularly.

8. Your Rights

Depending on your location, you may have the right to:

  • Access your personal data.

  • Correct inaccurate data.

  • Delete your data (subject to legal exceptions).

  • Restrict or object to certain processing.

  • Data portability (receive a copy of your data in a structured, commonly used format).

  • Withdraw consent where processing is based on consent.

  • Lodge a complaint with your local data protection authority.

To exercise these rights, contact us at info@institutnoe.com. We will respond within 30 days and may ask for verification of your identity.

9. Security

We use industry-standard security measures, including:

  • Encryption in transit and at rest (e.g., TLS for data in transit; encrypted storage).

  • Access controls limiting data access to authorized personnel.

  • Regular audits and monitoring for suspicious activity.

While we strive to protect your data, no system is completely secure. If we become aware of a breach affecting your data, we will notify you and relevant authorities as required by law.

10. Cookies & Similar Technologies

We use cookies and similar technologies to:

  • Keep you logged in.

  • Remember your preferences (e.g., theme, language).

  • Understand how you use the Services (analytics).

You can control cookies through your browser settings. Disabling some cookies may affect certain features of the Services.Noe

11. Children's Privacy

The Services are not intended for anyone under 16. We do not knowingly collect personal data from children under 16. If we learn that we have done so, we will delete that data promptly.

12. Changes to This Privacy Notice

We may update this Privacy Notice to reflect changes in our practices or legal requirements. The "Effective date" at the top will change accordingly. For significant changes, we will notify you via email or a prominent notice in the app before the changes take effect.

13. Contact Us (Privacy)

If you have questions about this Privacy Notice or our data practices:

  • Email: info@institutnoe.com

  • Address: [Registered company address – as listed at asknoe.app/privacy]

You may also contact our data protection representative (if required in your region) at the same address.