Privacy Policy

This Privacy Policy explains how One Life Foods collects, uses, stores and protects your personal information when you visit our website, place an order, contact us, sign up to marketing, interact with us on social media, or otherwise use our services.

We are committed to protecting your privacy and handling your personal information in a clear, responsible and lawful way.

1. Who We Are

This website is operated by One Life Foods.

Company Registration Number: 11097526
VAT Number: 333 2279 19
Website: www.onelifefoods.co.uk
Email: info@onelifefoods.co.uk

For the purposes of UK data protection law, One Life Foods is the “data controller” of the personal information we collect and use.

If you have any questions about this Privacy Policy or how we use your personal information, please contact us at:

info@onelifefoods.co.uk

2. The Personal Information We Collect

We may collect and use the following types of personal information.

Information You Provide to Us

This may include:

  • your name;

  • email address;

  • phone number;

  • billing address;

  • delivery address;

  • order details;

  • account login details, if you create an account;

  • marketing preferences;

  • product reviews or feedback;

  • messages you send to us;

  • information you provide when contacting customer service;

  • social media interactions, where you choose to engage with us.

Order and Payment Information

When you place an order, we collect the information needed to process, fulfil and deliver your order.

Payments are processed securely by third-party payment providers. We do not store your full card details on our own systems.

Depending on the payment method used, payment providers may process information such as your name, billing details, payment confirmation, fraud checks and transaction information.

Website, Device and Usage Information

When you visit our website, we may automatically collect information such as:

  • IP address;

  • browser type and version;

  • device type;

  • operating system;

  • time zone;

  • pages viewed;

  • products viewed;

  • links clicked;

  • referral source;

  • approximate location;

  • website interaction data;

  • cookie and tracking preferences.

We collect some of this information through cookies, pixels, tags, log files and similar technologies.

Marketing and Advertising Information

If you sign up to receive marketing emails or SMS messages, interact with our adverts, or consent to marketing cookies, we may collect information about:

  • your marketing preferences;

  • emails opened;

  • links clicked;

  • products viewed;

  • purchases made;

  • abandoned baskets;

  • advertising interactions;

  • customer segments or audiences.

You can unsubscribe from marketing communications at any time.

Information You Choose to Share About Health or Suitability

Our products are food supplements and wellness products. We do not ask you to provide medical information and we do not provide medical advice.

However, if you choose to contact us with information about your health, medication, allergies, pregnancy, breastfeeding status or other personal circumstances, we may use that information only to respond to your enquiry.

Please do not send us sensitive health information unless it is necessary for your enquiry.

3. How We Use Your Personal Information

We use your personal information for the following purposes.

To Process and Fulfil Orders

We use your information to:

  • process your order;

  • take payment;

  • send order confirmations;

  • arrange delivery;

  • provide tracking updates;

  • deal with returns, refunds, replacements or complaints;

  • provide customer support.

Lawful basis: Contract. We need this information to fulfil our contract with you.

To Manage Customer Accounts

If you create an account, we use your information to:

  • manage your account;

  • allow you to view previous orders;

  • save account preferences;

  • improve your customer experience.

Lawful basis: Contract and legitimate interests.

To Communicate With You

We may use your contact details to:

  • respond to enquiries;

  • provide customer service;

  • send service messages;

  • notify you about your order;

  • deal with complaints or product issues;

  • send important updates about our policies or services.

Lawful basis: Contract, legal obligation and legitimate interests.

To Send Marketing Communications

Where permitted, we may use your information to send you marketing emails, SMS messages, offers, product updates, educational content or brand news.

We will only send electronic marketing where we have your consent or where we are allowed to do so under applicable law, such as where you have previously purchased from us and have not opted out.

You can unsubscribe at any time by clicking the unsubscribe link in our emails, following the instructions in our messages, or contacting us at info@onelifefoods.co.uk.

Lawful basis: Consent or legitimate interests, depending on the communication and applicable rules.

To Improve Our Website and Customer Experience

We use website and purchase data to:

  • understand how customers use our website;

  • improve navigation and usability;

  • measure product interest;

  • assess website performance;

  • troubleshoot errors;

  • improve product pages, content and checkout;

  • develop new products and services.

Lawful basis: Legitimate interests and, where required for cookies or tracking technologies, consent.

To Provide Personalised Advertising

Where you consent to relevant cookies or tracking technologies, we may use advertising tools to show you more relevant adverts on platforms such as search engines, social media platforms or other websites.

This may involve sharing limited information with advertising partners, such as cookie identifiers, hashed contact information, website activity or purchase events.

You can manage cookie and advertising preferences through our cookie banner, your browser settings, platform settings, or our “Your Privacy Choices” page where available.

Lawful basis: Consent, and in some cases legitimate interests where permitted.

To Prevent Fraud and Keep Our Website Secure

We use personal information to:

  • detect and prevent fraud;

  • verify transactions;

  • protect customer accounts;

  • maintain website security;

  • prevent misuse of our website;

  • investigate suspicious activity.

Lawful basis: Legitimate interests and legal obligation.

To Meet Legal, Tax and Accounting Obligations

We may use and retain information where necessary to:

  • comply with tax and accounting rules;

  • maintain business records;

  • respond to legal requests;

  • comply with consumer protection law;

  • handle disputes;

  • enforce our terms and policies.

Lawful basis: Legal obligation and legitimate interests.

4. Cookies and Similar Technologies

Our website uses cookies and similar technologies to make the website work, improve performance, remember your preferences, analyse traffic and support advertising.

Cookies may be:

  • strictly necessary cookies, which are needed for the website to function;

  • performance and analytics cookies, which help us understand how the website is used;

  • functional cookies, which remember choices you make;

  • advertising cookies, which help us measure and show relevant advertising.

Where required by law, we will ask for your consent before setting non-essential cookies.

You can manage cookie preferences through our cookie banner, browser settings or device settings. Blocking some cookies may affect how the website works.

For more information, please see our Cookie Policy or cookie preferences tool where available.

5. Who We Share Personal Information With

We only share personal information where necessary for the purposes described in this Privacy Policy.

We may share information with:

  • ecommerce platform providers, including Shopify;

  • payment processors;

  • delivery and courier companies;

  • fulfilment and warehouse partners;

  • email and SMS marketing platforms;

  • analytics providers;

  • advertising platforms;

  • fraud prevention and security providers;

  • review platforms;

  • customer service tools;

  • accountants, bookkeepers and professional advisers;

  • IT, hosting and website support providers;

  • legal, regulatory or law enforcement authorities where required.

We do not sell your personal information in the ordinary sense of selling customer lists for money.

However, some privacy laws may define certain advertising, analytics or retargeting activities as “sale”, “sharing” or “targeted advertising”. Where applicable, you may have the right to opt out of these activities through our “Your Privacy Choices” page or cookie settings.

6. Shopify

Our store is hosted on Shopify, which provides the ecommerce platform that allows us to sell our products and services to you.

Shopify processes personal information on our behalf for activities such as website hosting, checkout, order management, payment processing, fraud prevention and customer account functionality.

Shopify may also process information in accordance with its own privacy documentation and legal obligations.

7. Payment Providers

Payments are handled by secure third-party payment providers.

We do not store your full credit or debit card details on our own systems. Payment providers may process your payment information, billing details, transaction information and fraud-prevention data in order to complete your purchase.

8. Analytics and Advertising Partners

We may use analytics and advertising tools such as Google Analytics, Google Ads, Meta, TikTok, Pinterest, Klaviyo or similar services.

These tools help us understand website performance, measure marketing activity, build customer audiences, send relevant communications and show more relevant advertising.

Where required, we will only use non-essential analytics or advertising cookies with your consent.

You can also manage advertising preferences through the privacy settings of the relevant platforms.

9. International Transfers

Some of the service providers we use may process personal information outside the UK.

Where personal information is transferred internationally, we will take steps designed to ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, international data transfer agreements or other lawful transfer mechanisms.

10. How Long We Keep Your Information

We keep personal information only for as long as necessary for the purposes for which it was collected.

Different retention periods apply depending on the type of information and why we use it.

As a guide:

  • order and transaction records may be kept for accounting, tax and legal purposes;

  • customer service messages may be kept while needed to resolve enquiries or disputes;

  • marketing data is kept until you unsubscribe or ask us to delete it, unless we need to keep a suppression record;

  • account information is kept while your account remains active;

  • website analytics data may be kept for a limited period according to our analytics settings;

  • legal, fraud or dispute records may be kept for as long as needed to protect our rights.

When information is no longer needed, we will delete it, anonymise it or securely archive it.

11. Your Rights

Depending on where you live and the circumstances, you may have the right to:

  • access the personal information we hold about you;

  • ask us to correct inaccurate or incomplete information;

  • ask us to delete your personal information;

  • restrict how we use your information;

  • object to certain uses of your information;

  • withdraw consent where we rely on consent;

  • request a copy of your information in a portable format;

  • complain to a data protection authority.

To exercise your rights, please contact us at:

info@onelifefoods.co.uk

We may need to verify your identity before responding to a request.

12. Marketing Opt-Outs

You can opt out of marketing communications at any time.

You can do this by:

  • clicking the unsubscribe link in our emails;

  • following the opt-out instructions in SMS messages;

  • contacting us at info@onelifefoods.co.uk;

  • updating your preferences where preference tools are available.

Please note that even if you opt out of marketing, we may still send service messages relating to orders, deliveries, payments, refunds, safety, legal updates or customer service.

13. Cookies and Advertising Opt-Outs

You can manage cookies through our cookie banner or browser settings.

You can also manage advertising preferences through the settings offered by platforms such as Google, Meta, TikTok, Pinterest or other advertising providers.

Where available, you may also use our “Your Privacy Choices” page to opt out of certain activities that may be considered “sale”, “sharing” or “targeted advertising” under relevant privacy laws.

If you visit our website with a recognised Global Privacy Control signal enabled, we will treat it as an opt-out request where required by applicable law.

14. Children’s Privacy

Our website and products are not directed at children.

You must be at least 18 years old to purchase products from our website unless you have permission from a parent or guardian.

We do not knowingly collect personal information from children for marketing purposes.

15. Security

We take reasonable technical and organisational steps to protect personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction.

However, no website, online store, payment system or method of electronic transmission is completely secure. You are responsible for keeping your account login details confidential.

16. Third-Party Links

Our website may contain links to third-party websites, platforms, payment providers, courier services, research sources or social media pages.

We are not responsible for the privacy practices, content or security of third-party websites. You should read their privacy policies before providing personal information to them.

17. Reviews, Social Media and Public Content

If you leave a product review, tag us on social media, comment publicly or otherwise share content about One Life Foods, that information may be visible to others.

We may share or feature reviews, testimonials, comments or user-generated content for marketing purposes where permitted.

Do not include personal, medical or sensitive information in public reviews or comments.

18. Complaints

If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the issue.

Email: info@onelifefoods.co.uk

You also have the right to complain to the UK Information Commissioner’s Office.

Information Commissioner’s Office
Website: www.ico.org.uk
Telephone: 0303 123 1113

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, technology, legal obligations or data practices.

The latest version will always be published on this page. The “Last updated” date at the top of the policy will show when it was last changed.

20. Contact Us

If you have any questions about this Privacy Policy or how we use your personal information, please contact us:

One Life Foods
Website: www.onelifefoods.co.uk
Email: info@onelifefoods.co.uk