Privacy Policy

1. ABOUT THIS PRIVACY POLICY

This Privacy Policy (the “Policy”) explains how Heat Hollow LTD (“We”, “Us”, “Our”) collects, uses, shares, and protects your personal information when you visit or make a purchase through our Website.

This Policy applies to the Heat Hollow website and all related services provided through the Website. When you place an order through our Website, you enter into an agreement in accordance with our Terms and Conditions.

For the purposes of applicable data protection laws:

• We act as the data controller for personal information processed through our Website, including order processing, delivery arrangements, payment coordination, customer support, and marketing communications.
• Payment service providers may process payment-related information according to their own legal obligations and privacy policies.

This Policy applies whenever you:

• Visit or browse our Website;
• Place an order;
• Subscribe to services or communications;
• Contact customer support;
• Sign up for marketing updates;
• Interact with our services in any way.

By using our Website, you acknowledge that you have read and understood this Privacy Policy.

We process personal data in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

If you have any questions regarding this Policy or how your personal information is handled, you may contact us using the details provided in the Contact Information section below.

2. WHAT PERSONAL INFORMATION WE COLLECT

We collect personal information that you provide directly to us, information collected automatically when you use our Website, and information received from service providers that support our business operations.

The type of information we collect depends on how you interact with Heat Hollow LTD.

We process personal information according to the principles of lawfulness, fairness, transparency, accuracy, security, data minimisation, and confidentiality.

2.1. Information You Provide Directly

When you place an order, contact customer support, or subscribe to marketing communications, we may collect information including:

• Full name;
• Delivery and billing address;
• Email address;
• Telephone number;
• Order details and purchase history;
• Customer support communications;
• Marketing preferences.

We use this information to process orders, arrange delivery, provide customer support, manage returns and refunds, and communicate important information about your purchases.

We may also process information to comply with legal obligations, prevent fraud, resolve disputes, and protect our business interests.

We do not intentionally collect sensitive personal information unless required by law or voluntarily provided by you.

Legal basis for processing where applicable:

• Performance of a contract;
• Compliance with legal obligations;
• Legitimate interests in protecting and improving our services.

2.2. Payment and Transaction Data

When you make a purchase, payment information is processed securely through authorised payment providers.

Heat Hollow LTD does not store your complete payment card details or security codes.

We may receive limited payment-related information, including:

• Transaction confirmation;
• Payment status;
• Billing information;
• Fraud prevention information.

This information is used to confirm payments, prevent fraudulent transactions, manage disputes, and maintain secure payment processing.

2.3. Automatically Collected Information

When you visit or interact with the Website, we may automatically collect certain technical and usage information through cookies and similar technologies.

This information may include:

• IP address;
• Device type and operating system;
• Browser type;
• Pages visited and time spent on the Website;
• Navigation and interaction activity;
• General location information based on IP address.

We use this information to operate, maintain, and improve our Website, analyse user behaviour, protect against fraudulent activity, improve security, and enhance customer experience.

Where required by law, we will request your consent before using non-essential cookies or similar tracking technologies.

Legal basis for processing where applicable:

• Legitimate interests in maintaining and improving our Website;
• Consent for non-essential cookies and marketing tracking.

2.4. Marketing and Advertising Data

If you choose to receive marketing communications or interact with our promotional content, we may collect information related to your preferences and engagement.

This may include:

• Email engagement information, such as opens and clicks;
• Marketing preferences;
• Interactions with promotional campaigns;
• Website browsing behaviour used for improving customer experience.

We use this information to provide relevant updates, promotions, product information, and improve our marketing activities.

You can unsubscribe from marketing communications at any time by following the unsubscribe instructions included in our emails or contacting us directly.

Legal basis for processing where applicable:

• Your consent;
• Our legitimate interests in communicating with customers where permitted by law.

2.5. Information Received from Service Providers

We may receive limited personal information from trusted service providers that support our business operations.

These providers may include:

• Payment service providers;
• Fraud prevention services;
• Analytics providers;
• Advertising partners;
• Customer support platforms.

We only process information received from these providers for legitimate business purposes, including payment processing, fraud prevention, analytics, and improving our services.

2.6. Children's Data

Our Website and Products are intended for individuals aged 18 and above.

Heat Hollow LTD does not knowingly collect personal information from children without appropriate parental or guardian consent where required by law.

If we become aware that personal information has been collected from a child unlawfully, we will take reasonable steps to delete such information.

3. INFORMATION YOU ARE REQUIRED TO PROVIDE

Certain personal information is required for us to process orders, arrange delivery, provide customer support, and fulfil our services.

Required information may include:

• Your name;
• Delivery address;
• Email address;
• Payment-related information required for transaction processing.

If you do not provide required information, we may not be able to process your order, arrange delivery, or respond to your request.

Providing optional information, such as marketing preferences, is voluntary.

4. WHAT WE DO WITH YOUR PERSONAL DATA

Heat Hollow LTD uses your personal information to provide our services, process orders, communicate with customers, improve our Website, and protect our business operations.

We may use your information for the following purposes:

• Order Processing and Delivery: To confirm purchases, process payments, prepare orders, arrange delivery, provide delivery updates, and manage returns or refunds.
• Customer Support: To respond to enquiries, resolve complaints, and provide assistance regarding your orders.
• Website Improvement: To analyse Website performance, understand customer behaviour, improve functionality, and enhance user experience.
• Fraud Prevention and Security: To detect suspicious activity, prevent fraudulent transactions, and protect our customers and business.
• Marketing Communications: Where you have provided consent, we may send information about products, promotions, offers, and updates.

You may withdraw your marketing consent at any time by using the unsubscribe option in our communications or contacting us directly.

We may also process personal information where necessary to comply with legal requirements, enforce our Terms and Conditions, protect our rights, or respond to lawful requests from authorities.

5. HOW WE SHARE YOUR PERSONAL INFORMATION

Heat Hollow LTD does not sell your personal information for monetary purposes.

However, we may share personal information with trusted third parties where necessary to operate our business, complete transactions, provide services, or comply with legal obligations.

5.1. Payment Processing

Payments are processed through authorised payment providers.

These providers may process payment-related information to:

• Complete transactions;
• Prevent fraudulent activity;
• Manage payment disputes;
• Meet legal and regulatory requirements.

Heat Hollow LTD does not store complete payment card numbers or security codes.

5.2. Delivery and Fulfilment Partners

We share necessary information, such as your name, contact details, and delivery address, with trusted delivery and fulfilment partners to ensure your order reaches you successfully.

These providers only use your information to provide delivery and related services.

5.3. Service Providers

We may use trusted service providers that help us operate our Website and provide services, including:

• Website hosting providers;
• Cloud service providers;
• Customer support platforms;
• Email marketing providers;
• Analytics services;
• Fraud prevention services.

These providers are only permitted to process your personal information as necessary to provide services on our behalf.

5.4. Advertising and Analytics Partners

We may share limited information with trusted advertising and analytics partners to measure marketing performance, understand customer behaviour, and improve the relevance of our advertisements and services.

This information may include:

• Cookie identifiers;
• Device information;
• Website usage information;
• Aggregated or anonymised analytics data.

Where required by applicable laws, we will provide appropriate choices regarding advertising cookies and similar tracking technologies.

5.5. Legal and Regulatory Disclosures

We may disclose your personal information where necessary to:

• Comply with legal obligations;
• Respond to lawful requests from government authorities;
• Enforce our Terms and Conditions;
• Protect our rights, property, and customers;
• Prevent fraud, illegal activity, or security threats;
• Defend against legal claims.

5.6. Business Transfers

If Heat Hollow LTD is involved in a merger, acquisition, restructuring, or sale of business assets, personal information may be transferred as part of that transaction.

Any transfer of personal information will be handled with appropriate safeguards and in accordance with applicable data protection laws.

6. YOUR RIGHTS AND CHOICES

Depending on your location and applicable data protection laws, you may have certain rights regarding your personal information.

6.1. Rights Under UK GDPR

If you are located in the United Kingdom, you may have the following rights:

• Right of Access: You may request information about the personal data we hold about you and how it is processed.
• Right to Rectification: You may request correction of inaccurate or incomplete personal information.
• Right to Erasure: You may request deletion of your personal information where certain legal conditions apply.
• Right to Restrict Processing: You may request that we limit how we process your personal information in certain circumstances.
• Right to Data Portability: Where applicable, you may request your personal data in a structured and commonly used format.
• Right to Object: You may object to certain types of processing, including direct marketing.
• Right to Withdraw Consent: Where processing is based on consent, you may withdraw your consent at any time.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe your data protection rights have been violated.

6.2. Exercising Your Rights

To exercise your privacy rights, please contact Heat Hollow LTD using the contact details provided in this Policy.

To protect your personal information, we may request verification of your identity before processing your request.

We aim to respond to valid privacy requests within the timeframe required by applicable data protection laws.

Certain information may be retained where required for legal compliance, fraud prevention, dispute resolution, or the establishment and defence of legal claims.

7. DATA SECURITY

Heat Hollow LTD takes reasonable technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, alteration, or disclosure.

Our security measures may include:

• Secure website infrastructure;
• Access controls;
• Payment security measures;
• Data protection procedures;
• Monitoring for suspicious activity.

However, no online system can guarantee complete security. While we take appropriate steps to protect your information, we cannot guarantee absolute protection against all security risks.

If a personal data breach occurs that requires notification under applicable law, we will take appropriate action and provide required notifications.

8. DATA RETENTION

Heat Hollow LTD retains personal information only for as long as necessary to fulfil the purposes described in this Privacy Policy.

Retention periods depend on factors including:

• The reason we collected the information;
• Legal and accounting requirements;
• Fraud prevention needs;
• Dispute resolution requirements.

When personal information is no longer required, we will securely delete, anonymise, or dispose of it in accordance with applicable laws and internal procedures.

9. THIRD-PARTY WEBSITES AND SERVICES

Our Website may contain links to third-party websites, applications, platforms, or services that are not operated or controlled by Heat Hollow LTD.

If you access any third-party website or service through links provided on our Website, your interactions with those third parties will be governed by their own privacy policies and terms of service.

Heat Hollow LTD is not responsible for the privacy practices, security measures, content, or policies of third-party websites or services.

We recommend reviewing the privacy policies of any third-party websites before providing personal information.

10. CHANGES TO THIS PRIVACY POLICY

We may update or amend this Privacy Policy from time to time to reflect changes in our business operations, services, legal requirements, or data protection practices.

Any updated version of this Privacy Policy will be published on this page with the revised update date.

Where required by applicable law, we may provide additional notice regarding significant changes to this Policy.

Your continued use of the Website after any changes become effective means that you acknowledge and accept the updated Privacy Policy.

11. CONTACT INFORMATION

If you have any questions regarding this Privacy Policy, your personal information, or wish to exercise your data protection rights, please contact Heat Hollow LTD using the details below:

Heat Hollow LTD
Great Charlotte Street
Liverpool L1 1QR
United Kingdom

Email: support@heathollow.com

Phone: +44 151 709 4560

When contacting us regarding a privacy request, please clearly mention that your enquiry relates to personal data so that we can respond appropriately and within the required timeframe.

BUSINESS INFORMATION

Store Name: Heat Hollow
Company Name: Heat Hollow LTD
Business Address: Great Charlotte Street, Liverpool L1 1QR, United Kingdom
Email: support@heathollow.com
Phone: +44 151 709 4560
Service Hours: Monday–Friday : 09:00 am–05:00 pm and Sat & Sun : Closed