Elivide: audit fixes

Last updated: [CONFIRM: the date you publish this policy]

This privacy policy explains how ELIVIDE LTD ("ELIVIDE", "we", "us") collects and uses your personal information when you visit elivide.com, buy from us, take out a subscription, create an account, sign up to our emails, leave a review or get in touch. It also explains your rights and how to use them.

1. Who we are

ELIVIDE LTD is the controller of your personal information. We are a private limited company registered in England and Wales (company number 14148103), with our registered office at 3rd Floor, 207 Regent Street, London, W1B 3HH, United Kingdom. We are registered with the Information Commissioner's Office (ICO) under registration number ZB500008.

If you have any questions about this policy or about your information, email us at info@elivide.com.

2. The information we collect

Information you give us

• When you place an order: your name, email address, delivery and billing addresses, phone number (if you give it), the products you buy and any notes you add. Payments are handled by our payment providers; we never see or store your full card details.
• When you subscribe: the products, quantities and delivery frequency you choose, your delivery address and your subscription history (for example skips, swaps and cancellations). Our subscriptions are run by Recharge.
• When you create or use an account: your name, email address, saved addresses and order history.
• When you sign up to our emails: your email address (and your name, if you give it), for example when you claim our welcome offer in the pop-up or use the sign-up form at the bottom of our pages, together with when and where you signed up.
• When you contact us: your name, email address, phone number (if you give it) and whatever you write to us, whether through our contact form or by email.
• When you leave a review: your name, email address, your rating and review, and any photos you add. Reviews are collected and shown on our site by Reviews.io.
• When you apply to our affiliate programme: the details you submit through Shopify Collabs, such as your name, email address and social media profiles.

Information collected automatically

When you use our website, we and our partners collect information about your device and how you use the site, such as your IP address, browser and device type, the pages you visit, the products you view or add to your basket, and whether you open or click our emails. Much of this is collected with cookies and similar technologies (see section 6).

Health information

We don't need any health information to sell you our products. If you choose to tell us about your health, for example when asking which supplement might suit you, we will only use it to answer you and will never use it for marketing. Your answers to our magnesium quiz are worked out in your own browser and are not sent to us.

3. How we use your information

Data protection law says we must have a lawful reason (a "lawful basis") for each way we use your information. Here is what we do and why:

• To process and deliver your orders and subscriptions, take payment, send order, dispatch and delivery updates, email you a reminder 3 days before each subscription order, and handle returns, refunds and guarantee claims. Lawful basis: to perform our contract with you.
• To run your account and provide customer service, including answering your messages. Lawful basis: our contract with you, or our legitimate interest in helping our customers.
• To send you marketing emails, such as offers, new formulations, articles and your welcome discount code. Lawful basis: your consent. You can unsubscribe at any time using the link in every email or by emailing us.
• To remind you about items left in your basket or checkout. [CONFIRM: keep this point only if you send basket or checkout reminder emails] Lawful basis: our legitimate interests, as permitted by the Privacy and Electronic Communications Regulations. Every reminder includes a way to opt out.
• To show you relevant adverts on other websites and social media (Google, Facebook, Instagram and Pinterest) and to measure how well our adverts work. Lawful basis: your consent, given through our cookie banner.
• To understand and improve our website through analytics. Lawful basis: your consent, given through our cookie banner. Cookies that are strictly necessary for the site to work don't need consent.
• To collect and publish customer reviews. After you buy, Reviews.io may email you an invitation to review your purchase. Lawful basis: our legitimate interest in collecting genuine customer feedback. You can opt out of review requests at any time.
• To run our affiliate programme, including working out which sales came from an affiliate's link. Lawful basis: our legitimate interests, and our contract with each affiliate.
• To prevent fraud and keep our website secure. Lawful basis: our legitimate interests and our legal obligations.
• To keep business records and meet our legal obligations, for example under tax and accounting rules. Lawful basis: legal obligation.

4. Who we share your information with

We do not sell your personal information. We share it only with trusted service providers who help us run our business, under contracts that require them to keep it safe and use it only for the services they provide to us:

• Shopify, which hosts our website, shop, checkout and customer accounts.
• Payment providers: Shopify Payments (including Shop Pay, Apple Pay and Google Pay) and PayPal. If you choose Shop Pay or PayPal, their own terms and privacy policies also apply.
• Recharge, which manages subscriptions and the subscription portal.
• Klaviyo, which runs our sign-up forms (including the welcome offer pop-up) and sends our emails.
• Reviews.io, which collects and displays customer reviews.
• Delivery companies, such as Royal Mail and DHL, which receive your name, delivery address and, where needed, your phone number and email address so they can deliver your order and send tracking updates.
• Advertising and analytics partners, if you allow these cookies: Google (Google Analytics and Google Ads), Meta (Facebook and Instagram), Pinterest and Moast (an analytics app we use on our site).
• Shopify Collabs, which runs our affiliate programme.
• [CONFIRM: we found a custom tracking pixel in Shopify > Settings > Customer events. Say here which service it sends data to, or remove it.]
• Professional advisers and authorities: our accountants, lawyers and insurers, and the police, courts, HMRC or other authorities where the law requires it or where it is needed to protect our rights.
• A buyer of our business, if we sell or reorganise all or part of it, so that they can continue to serve you under this policy.

5. Transfers outside the UK

Some of our service providers, such as Shopify, Klaviyo, Recharge, Google, Meta and Pinterest, store or access information outside the UK, including in the European Economic Area, Canada and the United States. When this happens, your information is protected by safeguards that UK law recognises, such as UK adequacy regulations, the UK International Data Transfer Agreement or Addendum, or the UK Extension to the EU-US Data Privacy Framework.

6. Cookies and similar technologies

Cookies are small text files stored on your device when you visit a website. Similar technologies, such as pixels and your browser's local storage, work in a similar way. We use them for these purposes:

• Strictly necessary: to run the shop, for example to remember your basket, keep you signed in, process checkout securely and remember your cookie choices. These don't need your consent.
• Functional: to remember your settings, for example that you have closed our welcome pop-up, or your magnesium quiz result.
• Analytics: Shopify analytics, Google Analytics, Recharge and Moast, to understand how visitors use our site so we can improve it.
• Marketing: Google Ads, Meta (Facebook and Instagram), Pinterest and Klaviyo, to show you relevant adverts, measure them and tailor our emails, and Shopify Collabs, to credit our affiliates for the sales they refer.

When you first visit our website, our cookie banner asks for your choice, and we only use analytics and marketing cookies if you accept them. [CONFIRM: check the cookie banner is switched on for the UK in Shopify > Settings > Customer privacy.] You can change your choice at any time by clearing the cookies for elivide.com in your browser settings and choosing again when the banner reappears. [CONFIRM: if you add a "Cookie preferences" link to the website footer, say "or use the Cookie preferences link at the bottom of any page" instead.]

Cookies last for different lengths of time, from the end of your visit up to two years.

7. How long we keep your information

• Orders, payments and refunds: six years after the end of the financial year they relate to, as UK tax law requires.
• Your account: for as long as it stays open. You can ask us to delete it at any time.
• Subscriptions: while your subscription is active, and afterwards as part of our order records.
• Marketing emails: until you unsubscribe. After that we keep your email address on a "do not contact" list so we don't email you again by mistake.
• Messages and customer service records: for as long as we need them to deal with your query and any follow-up.
• Reviews: for as long as they are published. You can ask us to remove yours.

8. Your rights

Under UK data protection law (the UK GDPR and the Data Protection Act 2018) you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information;
• ask us to restrict how we use your information;
• object to how we use your information, including the right to stop direct marketing at any time;
• receive your information in a portable format, or ask us to send it to another organisation;
• withdraw your consent at any time, where we rely on consent. This doesn't affect anything we did before you withdrew it.

To use any of these rights, email info@elivide.com. There is usually no charge. We will reply within one month, and we may ask you to confirm your identity first.

If you are unhappy with how we have handled your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113.

9. Keeping your information secure

We follow accepted industry standards to protect the personal information you give us, and we expect the same of our service providers. However, no website or online database can be guaranteed to be completely secure, so, as with any organisation, we cannot guarantee the absolute security of your information.

10. Disclosure required by law

We may disclose your personal information where the law requires it, or where we believe disclosure is necessary to protect our rights or to comply with a court order or other legal process.

11. Children

Our website and products are not aimed at children, and we do not knowingly collect personal information from children.

12. Changes to this policy

We may update this policy from time to time, for example if we start using a new service. The latest version will always be on this page, with the date it was last updated.

13. Contact us

ELIVIDE LTD, 3rd Floor, 207 Regent Street, London, W1B 3HH, United Kingdom
Email: info@elivide.com

We want you to be happy with every order. This policy explains our 30-day money-back guarantee, your legal right to cancel, and what to do if something arrives damaged or faulty. None of it affects your legal rights as a consumer.

Our 30-day money-back guarantee

You can try our formulations risk-free. If you're not completely satisfied with your order, contact us at info@elivide.com within 30 days of receiving it and we'll arrange a return and a refund. This applies even if you have opened the product.

• Please include your order number and tell us which product you would like to return.
• We'll email you instructions on how and where to send it back. Please don't send anything back without contacting us first, as we may not be able to match it to your order.
• [CONFIRM: who pays the return postage under the guarantee, for example "You pay the cost of sending the item back" or "We'll send you a prepaid returns label".]
• [CONFIRM: any limits you apply, for example "one guarantee claim per product per customer". Delete this point if there are none.]
• The guarantee doesn't apply to gift cards. [CONFIRM: your current policy also excludes sale items. Say here whether discounted items are covered by the guarantee. This exclusion can only apply to the guarantee, not to your legal rights below.]

Your legal right to cancel within 14 days

Under the Consumer Contracts Regulations, you can also cancel your order for any reason within 14 days of the day you (or someone you nominate) receive it. To cancel, tell us clearly by emailing info@elivide.com within that time. This right applies to customers in the UK and the EU.

• For health and hygiene reasons, this legal right doesn't cover supplements that were sealed when delivered and have since been unsealed. Opened products can still be returned under our 30-day money-back guarantee above.
• Please send the item back within 14 days of telling us you are cancelling. You pay the cost of returning it, unless it is faulty or we sent you the wrong item.
• We'll refund the price you paid plus the standard delivery charge you paid for the order (if you chose a more expensive delivery option, we refund the cost of standard delivery). We may reduce the refund if the item has been handled more than was needed to check it.
• For subscriptions, the 14 days start from the day you receive your first delivery. You can also cancel future subscription deliveries at any time from your account, as explained in our Terms of service.

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us at info@elivide.com as soon as possible, ideally with a photo, so that we can look into it and put it right with a replacement or a refund. We'll cover any postage costs.

This is in addition to your rights under the Consumer Rights Act 2015. Products must be as described, fit for purpose and of satisfactory quality. If they aren't, you're entitled to a full refund if you tell us within 30 days of delivery, and after that to a repair, a replacement or, in some cases, a refund.

Exchanges

The fastest way to get what you want is to return the item you have and, once we've accepted the return, place a separate order for the new item.

Refunds

We'll let you know once we've received and checked your return, and whether your refund has been approved. Approved refunds are paid to your original payment method within 10 working days, and always within 14 days of us receiving the item back. Your bank or card provider may take a few more days to show the refund in your account. If more than 15 working days have passed since we approved your return, please contact us at info@elivide.com.

Contact us

ELIVIDE LTD, 3rd Floor, 207 Regent Street, London, W1B 3HH, United Kingdom
Email: info@elivide.com

We'll tell you where to send your return when we accept it.

This policy explains where we deliver, how long it takes and what it costs. If you have any questions, email us at info@elivide.com.

Dispatch

We aim to dispatch all orders received by 11am (UK time) on a working day the same day, subject to stock. When your order is on its way, we'll email you to confirm, with tracking details where your delivery service provides them.

UK delivery

• Free UK delivery on orders of £55 or more, sent by Royal Mail Tracked 24 (usually 1 to 3 days).
• Orders under £55: Royal Mail Tracked 48 (usually 2 to 4 days) for £3.20, or Royal Mail Tracked 24 (usually 1 to 3 days) for £4.20.

International delivery

• We deliver to most of Europe, the USA, Canada, Australia, New Zealand and selected countries in Asia and the Middle East, including Japan, South Korea, Singapore, Hong Kong, Taiwan, China, Qatar and the United Arab Emirates. If your country appears at checkout, we can deliver there.
• Delivery options and prices depend on the destination and are shown at checkout before you pay. For example, sending a single jar costs:
  • to Ireland: £14.50 by Royal Mail International Tracked (usually 14 to 21 days), or £24.50 by DHL Economy International (usually 3 to 5 days);
  • to the USA: £17.50 by Royal Mail International with import duties paid (usually 7 to 14 days), or £21.50 by DHL Express Worldwide with import duties unpaid (usually 3 to 5 days).
• Delivery times vary by destination and can be longer if a parcel is held by customs.

Customs, duties and taxes

If you choose a duties-paid service (currently Royal Mail International to the USA), import duties are already covered, so there is nothing more to pay on delivery.

For all other deliveries outside the UK, any customs fees, import taxes and duties are the customer's responsibility. Customs authorities require us to state the value of your order on the package, and it is at their discretion to release it. Import charges can change with exchange rates, shipping costs, clearance fees and how customs classify the items. Since 1 July 2021, all commercial goods imported into the EU are subject to VAT, whatever their value. Please check your tracking details or contact your local customs office if your parcel is held.

Subscriptions

Subscription orders are dispatched automatically on the schedule you choose, and we email you 3 days before each one so you can skip, change or cancel it in your account.

Delivery problems

• If your UK order hasn't arrived within 10 working days, please email us at info@elivide.com so we can investigate. Delivery times outside the UK vary by country and service.
• Your order is our responsibility until it is delivered to you. If it is lost in transit or arrives damaged, contact us and we'll send a replacement or give you a refund. See our Refund policy for more details.
• Please check that your delivery address is complete and correct when you order. If you spot a mistake, email us as soon as possible and we'll do our best to correct it before dispatch.

Contact us

ELIVIDE LTD, 3rd Floor, 207 Regent Street, London, W1B 3HH, United Kingdom
Email: info@elivide.com

ABOUT US

This website, elivide.com, is run by ELIVIDE LTD, a company registered in England and Wales (company number 14148103). Our registered office is 3rd Floor, 207 Regent Street, London, W1B 3HH, United Kingdom. Our VAT number is [CONFIRM: VAT registration number]. You can contact us at info@elivide.com.

ACCEPTANCE

Your access to and use of the ELIVIDE website is subject to these terms and conditions. You must not use the website for any purpose that is unlawful or prohibited by these terms. By using the website you accept the terms, conditions and disclaimers in this notice. If you buy from us, our Shipping policy, Refund policy and Privacy policy also apply to your order.

ELIVIDE RESERVES THE RIGHT TO:

• Change or remove (temporarily or permanently) the website or any part of it without notice. We will not be liable to you for any such change or removal.
• Change these terms and conditions at any time. Your continued use of the website after a change means you accept it. The terms that apply to an order are the ones published when you placed it.

PRICES AND PAYMENT

Our prices are shown in pounds sterling (GBP) and include VAT where it applies. If you shop in another currency, the converted price is shown before you pay. Delivery charges are shown at checkout before you place your order.

SUBSCRIPTIONS

Many of our products can be bought on subscription, which is run by our subscription provider, Recharge. A subscription is a repeat order: we charge your chosen payment method and send your products at the frequency you choose (for example every 4, 6, 8 or 12 weeks, depending on the product), at the subscription price shown when you subscribe, until you cancel.

• We'll email you 3 days before each subscription order, so you have time to make changes.
• You can skip or delay an order, change how often it arrives, swap products or cancel at any time in your account, or by emailing us, before your next order is processed. Cancelling stops future orders. Orders that have already been processed are covered by our Refund policy.
• If we change the price of a subscription, we'll tell you before the new price applies, so you can cancel if you wish.

HEALTH INFORMATION

Our products are food supplements. Food supplements should not be used as a substitute for a varied, balanced diet and a healthy lifestyle. Do not exceed the recommended daily dose shown on the label, and keep out of the reach of young children.

The information on our website, including our articles and our magnesium quiz, is for general information only and is not medical advice. If you are pregnant, breastfeeding, taking medication or under medical supervision, please speak to your doctor before taking any supplement.

PRODUCTS AND AVAILABILITY

Products are subject to availability, and products in your basket can be bought by other customers until you complete your order. We do our utmost to update or remove products as soon as they sell out. Because there is a short delay between when an order is placed and when it is approved, the stock position can change in the meantime. If, after we have approved your order, a product you ordered turns out to be out of stock, we will tell you as soon as possible and you will not be charged for it (or we will refund you if you have already paid). We will not otherwise be liable for not being able to supply it. Where available, you may be able to order an item in advance and we will send it to you once it is back in stock. You can email us to cancel your order if you would prefer not to wait.

INTELLECTUAL PROPERTY RIGHTS AND TRADEMARKS

Unless otherwise stated, ELIVIDE and/or its licensors own the intellectual property rights in all material on the website (including text, graphics, software, databases, photographs and other images, videos, sound, trademarks and logos). ELIVIDE® is a registered trademark. All intellectual property rights are reserved. You may access this website for your own personal use, subject to the restrictions in these terms.

Unless we agree in advance and in writing, you must not:

• republish material from this website;
• sell, rent or sub-license material from this website;
• reproduce, duplicate or copy material from this website;
• redistribute content from this website.

DISCLAIMERS AND LIMITATION OF LIABILITY

To the extent permitted by law, ELIVIDE will not be liable for any indirect or consequential loss or damage whatever (including loss of business, opportunity, data or profits) arising out of or in connection with the use of the website.

ELIVIDE makes no warranty that the website will be uninterrupted or error free, that defects will be corrected, or that the website or the server that makes it available are free of viruses or anything else which may be harmful or destructive.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law. Nothing in these terms affects your legal rights as a consumer, for example under the Consumer Rights Act 2015.

YOUR RESPONSIBILITIES AND SEVERANCE

If you break these terms, for example by copying our content without permission, you are responsible for any reasonable losses and costs this causes us.

If any part of these terms is found to be invalid or unenforceable, the rest of the terms will continue to apply.

GOVERNING LAW

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

CONTACT US

ELIVIDE LTD, 3rd Floor, 207 Regent Street, London, W1B 3HH, United Kingdom
Email: info@elivide.com

ELIVIDE LTD
3rd Floor, 207 Regent Street
London
W1B 3HH
United Kingdom

Email: info@elivide.com

Registered in England and Wales, company number 14148103.

VAT number: [CONFIRM: VAT registration number]

[CONFIRM: add a phone number here only if you want one shown publicly.]