> ## Documentation Index
> Fetch the complete documentation index at: https://learn.orbexa.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Policy page quality and AI trust assessment

> How privacy and return policies affect AI trust assessments — writing standards and quality evaluation dimensions for policy pages

# Policy Quality

## 9.1 Why AI Agents Care About Your Policy Pages

When an AI agent recommends a merchant, it needs assurance that consumer rights are protected. Policy pages are a core input for AI agents evaluating merchant transparency (the T dimension).

A vague statement like "all sales are final" and a detailed explanation like "full refund within 30 days of receipt for unused items with tags attached" represent entirely different trust levels from an AI agent's perspective.

## 9.2 Privacy Policy

### Required Content

| Item                            | Description                                              | Why It Matters                                                       |
| ------------------------------- | -------------------------------------------------------- | -------------------------------------------------------------------- |
| **Data types collected**        | Explicitly list what personal data you collect           | AI agents check whether data collection scope is disclosed           |
| **Purpose of data use**         | Explain what collected data is used for                  | Vague statements like "to improve services" are insufficient         |
| **Third-party sharing**         | Whether data is shared with third parties, and with whom | Failure to disclose third-party sharing results in a score deduction |
| **Data storage and protection** | Where data is stored and how it is protected             | Demonstrates security awareness                                      |
| **User rights**                 | How users can view, modify, or delete their data         | Required by GDPR / CCPA / similar regulations                        |
| **Cookie usage**                | What cookies are used and how to manage them             | Undisclosed cookie usage results in a score deduction                |
| **Contact information**         | Contact channel for data protection inquiries            | There must be a reachable contact method                             |
| **Last updated date**           | When the policy was last revised                         | Outdated policies raise credibility concerns                         |

### Writing Principles

1. **Be specific, not generic** -- "We collect your name, email address, shipping address, and payment information" is better than "We collect necessary personal information"
2. **Use layered structure** -- Organize with headings and lists; do not write a single continuous essay
3. **Use plain language** -- Avoid excessive legal jargon; an ordinary user should be able to understand it
4. **Display the update date prominently** -- Show the last updated date at the top of the page

### AI Prompt: Generate a Privacy Policy

```
Please help me create a professional privacy policy page.

My website information:
- Domain: [domain]
- Business type: [e-commerce / SaaS / service]
- User data collected: [name, email, address, payment info, browsing history, etc.]
- Third-party services used: [Google Analytics, payment gateway name, email service, etc.]
- Data storage location: [US / EU / cloud provider name]
- Applicable regulations: [GDPR / CCPA / both / other]

Requirements:
1. Clear layered structure (use HTML heading tags)
2. Plain language, readable by non-technical users
3. Include a last-updated date
4. Meet the basic requirements of the specified regulations
5. Avoid excessive legal jargon

Note: This does not replace review by legal counsel. After generation, please have your legal team confirm.
```

## 9.3 Return / Refund Policy

### Required Content

| Item                     | Description                                                                    |
| ------------------------ | ------------------------------------------------------------------------------ |
| **Return window**        | Number of days after receipt within which returns are accepted                 |
| **Return conditions**    | What condition the product must be in (unused / original packaging / etc.)     |
| **Non-returnable items** | Which products are not eligible for return (custom items / perishables / etc.) |
| **Return process**       | How a user initiates a return (contact support / submit online / etc.)         |
| **Refund method**        | Original payment method / store credit / bank transfer                         |
| **Refund timeline**      | How long until the refund is processed                                         |
| **Shipping costs**       | Who bears the cost of return shipping                                          |
| **Exchange policy**      | Whether exchanges are supported and how to request one                         |

### Writing Principles

1. **Make conditions explicit** -- Consumers should be able to determine return eligibility before purchasing
2. **Make the process clear** -- Document every step of the return process
3. **No hidden traps** -- Do not bury hidden conditions in the policy
4. **Be specific about timelines** -- Use concrete numbers of days and dates; do not say "as soon as possible"

## 9.4 Terms of Service

While terms of service carry less weight than privacy and return policies in AI trust assessments, a complete terms of service page contributes positively to the T dimension.

Key content:

* Conditions and restrictions of use
* Intellectual property declarations
* Limitation of liability
* Dispute resolution mechanisms
* Governing law and jurisdiction

## 9.5 Technical Requirements for Policy Pages

1. **Dedicated URLs** -- Each policy should have its own URL (`/privacy-policy`, `/return-policy`); do not place them all on a single page
2. **Crawlable** -- Ensure robots.txt is not blocking policy pages
3. **Visible in navigation** -- Link to all policy pages from the page footer or navigation bar
4. **Schema.org markup** -- Optional but beneficial; add WebPage markup to policy pages

***

**Next chapter**: [Business Identity](/en/book-6/ch10-business-identity) — LEI registration, business information verification, and domain credibility