Privacy Policy

Our approach to privacy

Helix Lab Ltd is responsible for the personal information described in this policy. We use personal data only where we have a valid reason, keep it no longer than necessary, and apply reasonable safeguards to protect it.

Information we collect

• Account and order details: name, email, phone number, billing and delivery addresses, and order history.
• Payment information: payment status and limited transaction details supplied by our payment providers. We do not store complete card numbers.
• Messages: information you send to our support team, including attachments you choose to provide.
• Technical information: IP address, browser, device type, pages visited, cookie choices and security logs.

How and why we use it

We process information to fulfil orders, provide account features, answer questions, prevent fraud, maintain website security, meet tax and legal duties, and improve the site. Marketing email is sent only where permitted, and you can unsubscribe at any time.

Our legal bases may include performance of a contract, compliance with law, legitimate interests such as fraud prevention and service improvement, and consent where the law requires it.

Who receives information

We share only what is needed with providers that support our store, including payment processors, delivery carriers, website hosting, email, analytics, security and professional advisers. We may also disclose information where required by law or to protect legal rights.

If a provider processes information outside the UK, we use an approved transfer mechanism or another lawful safeguard where required.

Retention and security

Order and accounting records are normally retained for the period required by UK tax and company law. Support messages, account information and technical logs are kept only while they remain useful for the purpose collected. We use access controls, encrypted connections, backups and service-provider checks, but no online system can guarantee absolute security.

Your data rights

Depending on the circumstances, you may ask to access, correct, erase, restrict or receive your personal data, or object to certain processing. You may withdraw consent at any time without affecting earlier lawful processing.

To make a request, email us. We may need to verify your identity. You may also complain to the UK Information Commissioner’s Office at ico.org.uk.

Updates to this policy

We may revise this policy when our services or legal obligations change. The date at the top of this page shows the latest revision.