Privacy & Cookies Policy

Who we are.

Volumize Hair Ltd (company no. 15268253), Grosvenor House, 3 Chapel Street, Congleton, England, CW12 4AB. ("Volumize", "we", "us") respects your privacy. We act as a controller under the GDPR, the Data Protection Act 2018, and PECR (together, the "Data Protection Laws").

What this covers.

Through our websites and other channels we provide information, let you complete online consultations, and buy products (our "Online Services").

Why this matters.

This policy explains what we collect, why we use it, who we share it with, how long we keep it, how we protect it, the legal reasons we rely on, and your rights. It also tells you how to contact us or a regulator if you have a concern.

Partners we work with.

Pharmacy. We use The Milnthorpe Pharmacy to dispense and deliver products.
https://milnthorpepharmacy.co.uk/
Some medicines need a prescription. With your permission, we share relevant details with GMC-accredited and Milnthorpe prescribers so they can assess (and, if appropriate, issue) a prescription. Please see the prescriber's own privacy notice on their website for how they handle your data.

Key terms.

"Personal data" means any information that identifies you (for example, name, email, address, photos, IDs). "Special category data" includes sensitive details like health information. These are defined by the Data Protection Laws.

A) Support & enquiries (when you contact us)

We collect: your name, contact details (address, phone, email), and anything else you share.

Why: to answer questions and improve our Online Services (legitimate interests) or to perform our contract with you.

Who we share with: if your question relates to items dispensed by the Pharmacy, we'll share it with your consent so they can respond.

B) Account data (when you register or we set up your profile)

We collect: name, email/username, password, date of birth, phone number, marketing preferences.

Why: to provide and manage your account and the Online Services (contract). If you've consented, we may send you marketing about our products or partners. You can change preferences anytime.

C) Questionnaire & health data (from our consultation forms)

We collect: information about your health and needs so we can assess suitability.

Why: we process with your consent to check if certain products are right for you. Without this, we may not be able to provide specific products.

Research (optional): with a separate consent, we may use health insights to understand customer needs. We usually anonymise and aggregate this so you can't be identified (e.g., "men in London in their 30s report X").

Who we share with: Milnthorpe prescribing partners who review your consultation and decide if products are suitable. They may decline products where there are contraindications or allergies.

D) Prescription, orders & returns

We handle: whether a prescription was issued (from prescribers), what you ordered, and details of any returns (from the Pharmacy).

Why: to process orders, arrange dispensing and delivery, and handle returns (contract).

Who we share with: prescriptions and order details are shared with the Pharmacy. If you return items to the Pharmacy, they tell us so we can process refunds or replacements.

E) Analytics (from your device & how you use the site)

We collect: visit frequency, pages viewed, IP address, device/browser type & version, device country.

Why: to run, secure, and improve our Online Services (legitimate interests).

Who we use: Google Analytics helps us understand usage.

F) Payments

We collect (via our processors): name, DOB, address, billing info.

Why: to take payments and provide the service (contract).

Who processes: Opayo process payments for us: https://www.elavon.co.uk/privacy-policy.html

What cookies are.

Cookies are small text files placed on your device. We also use similar tools (local storage).

Why we use them.

Authentication: keep you logged in.
Preferences: remember settings like language.
Analytics: understand usage so we can improve the site and content.

This data does not usually identify you personally. We might collect device/IP info, but not your name.

If you turn off cookies.

Parts of the website may not work as expected.

Third-party cookies we may use.

Facebook
Instagram
Google Analytics, Google Conversion Linker, Google Ads Remarketing

Your choices.

You can delete or block cookies in your browser settings. For questions, email info@volumize.co.uk.

We only share your data as set out in this policy.

Vendors named here. For hosting, we use Vercel; for analytics we use Google (including Tag Manager).

Group companies, staff, suppliers, subcontractors. We share what's necessary to provide our services—subject to confidentiality and safeguards.

Business changes. If we merge, are acquired, or sell assets, we'll notify you in your account and/or on our site about any ownership changes and your choices.

Legal reasons. We may disclose data when required by law (e.g., to regulators or law enforcement), for legal claims, to prevent fraud, or to protect us, our customers, or others.

Enforcement. We may share data to enforce agreements, investigate potential breaches, or protect rights, property, or safety.

Some partners may process data outside the EEA. Check their privacy policies if you're concerned about where your data goes.

If we transfer data outside the EEA, we'll use appropriate safeguards (for example, approved standard contractual clauses). To learn more, email info@volumize.co.uk.

We keep your personal data for as long as needed to provide the relevant service, as described here, or as required by law. For specific retention questions, contact info@volumize.co.uk.

We use technical and organisational measures to protect your data against loss, misuse, unauthorised access, alteration, or disclosure. We review these measures to keep them appropriate to the risks.

Please tell us right away if you suspect unauthorised access to your account or our site.

You can exercise the rights below by emailing hello@volumize.co.uk (subject: "Data Protection"). We aim to respond within one month.

Access & correction.

Ask for a copy of your personal data and request corrections to any inaccuracies.

Restriction, objection & deletion.

Ask us to stop or limit processing, or delete your data, for example if:
• you withdraw consent;
• we no longer need the data;
• we rely on legitimate interests and you object (and there's no overriding interest to continue);
• the processing was unlawful;
• deletion is required by law; or
• the data relates to a service offered to a child.

Portability.

Where we process your data by consent or to perform a contract and by automated means, you can ask for your data in a machine-readable format or for us to send it to another provider (where technically possible).

Complain.

If you're unhappy, please contact us first. You can also complain to your Data Protection Supervisory Authority.

We may update this policy from time to time. We'll post updates on our website and/or email you when something important changes.

Volumize Hair Ltd (company no. 15268253), Grosvenor House, 3 Chapel Street, Congleton, England, CW12 4AB.
Email: info@volumize.co.uk (please include "Data Protection" in the subject)