1. Who we are
This website is operated by EQUINATE LTD, a company registered in England and Wales.
Company number: 17088127
Registered office: 3 The Meads, Cranbrook, England, TN17 3QB
Email: harriet@equinateflow.com
In this policy, "Equinate", "we", "us" and "our" refer to EQUINATE LTD.
We are the controller of the personal information collected through our website, customer communications and sales channels.
2. What this policy covers
This policy applies when you:
- visit our website;
- place an order;
- create an account;
- subscribe to emails;
- contact us;
- interact with us on social media;
- enter a promotion, survey or giveaway;
- submit a complaint, review or product concern; or
- otherwise provide personal information to us.
It also explains your rights under UK data protection law.
3. Personal information we collect
We may collect:
| Category | Examples |
|---|---|
| Identity information | Name, title and username |
| Contact information | Email, telephone number, billing and delivery addresses |
| Order information | Products ordered, order value, delivery, returns, refunds and subscriptions |
| Payment information | Payment status, method, transaction reference, fraud checks and limited card details |
| Account information | Login details, preferences, order history and saved addresses |
| Website information | IP address, device, browser, operating system, pages viewed and referral source |
| Marketing information | Preferences, consent records, email engagement and discount usage |
| Communications | Messages, enquiries, reviews, complaints and survey responses |
| Product concerns | Product, batch, usage and complaint or adverse reaction information |
| Social media information | Public profile names, comments and messages |
We do not intentionally collect sensitive personal information about you. If you provide it in a message, we will use it only where necessary to respond or meet legal obligations.
4. How we collect information
We collect information:
- directly from you;
- when you order, create an account or subscribe;
- when you contact us or leave a review;
- when you enter a promotion or survey;
- when you browse our website; and
- from service providers, such as payment, courier, analytics and marketing platforms.
5. How and why we use your information
| Purpose | Lawful basis |
|---|---|
| Process orders, payments, deliveries and refunds | Contract |
| Manage customer accounts and support | Contract and legitimate interests |
| Handle returns, complaints and product concerns | Contract, legal obligation and legitimate interests |
| Manage recalls and safety notices | Legal obligation and legitimate interests |
| Send order and service communications | Contract and legitimate interests |
| Send marketing communications | Consent or legitimate interests where permitted |
| Personalise marketing and offers | Consent or legitimate interests, depending on the activity |
| Improve our website, products and services | Legitimate interests |
| Prevent fraud and protect our systems | Legitimate interests and legal obligation |
| Meet tax, accounting and legal requirements | Legal obligation |
| Manage legal claims and disputes | Legitimate interests and legal obligation |
6. Marketing communications
We may send marketing emails where you have opted in or where otherwise permitted by law.
These may include product updates, offers, educational content, events and Equinate news.
You can unsubscribe at any time using the link in an email or by contacting harriet@equinateflow.com.
We may still send essential service messages, including order confirmations, delivery updates, refunds, account notices, safety information and recall notices.
7. Cookies
We use cookies and similar technologies to:
- operate the website, basket and checkout;
- remember preferences;
- understand website use;
- measure marketing performance;
- personalise content or advertising; and
- improve the customer experience.
Some cookies are necessary. Others may require consent.
You can manage cookies through our cookie banner or browser settings. Please see our Cookie Policy for more information.
8. Who we share information with
We may share personal information with trusted providers where necessary to operate our business.
These may include:
| Recipient | Purpose |
|---|---|
| Ecommerce platforms | Website, checkout, orders and customer accounts |
| Payment providers | Payments, fraud checks and refunds |
| Couriers and fulfilment providers | Dispatch, delivery and returns |
| Email providers | Marketing and service emails |
| Analytics and advertising providers | Performance measurement and advertising |
| Reviews providers | Customer reviews and feedback |
| Accountants and advisers | Accounting, legal, insurance and regulatory support |
| Insurers | Claims, complaints and product concerns |
| Manufacturers and suppliers | Quality investigations, batch issues and recalls |
| Regulators and authorities | Legal and regulatory compliance |
| IT and hosting providers | Storage, hosting, security and technical support |
We only share information where we have a lawful basis.
We do not sell your personal information.
9. International transfers
Some providers may process personal information outside the UK.
Where this happens, we will use appropriate safeguards, such as adequacy regulations, approved contractual clauses or other lawful transfer mechanisms.
10. How long we keep information
We keep personal information only for as long as reasonably necessary.
Typical periods include:
| Information | Typical retention |
|---|---|
| Orders, invoices and payments | Usually 6 years |
| Account information | While active, then for a reasonable period |
| Customer support records | As needed to resolve enquiries and retain business records |
| Complaints and product concerns | As needed for safety, insurance, legal and quality purposes |
| Batch and recall records | As needed for traceability, safety and legal obligations |
| Marketing records | While subscribed and afterwards to record consent or suppression |
| Email engagement data | Usually up to 24 months |
| Analytics data | Usually up to 26 months |
| Promotion and giveaway data | For the promotion and a reasonable period afterwards |
We may retain information longer where required by law, insurers, safety obligations or legal claims.
11. How we protect information
We use reasonable technical and organisational measures, including:
- secure ecommerce and payment providers;
- access controls and password protection;
- restricted access to customer data;
- secure hosting;
- confidentiality obligations; and
- internal complaint, recall and product concern procedures.
No system is completely secure. You are responsible for protecting your account login details.
12. Your rights
You may have the right to:
- access your personal information;
- correct inaccurate information;
- request deletion in certain circumstances;
- restrict or object to certain processing;
- withdraw consent;
- receive certain information in a portable format; and
- complain to the Information Commissioner's Office.
These rights are not absolute and may depend on the circumstances.
To exercise your rights, contact harriet@equinateflow.com. We may need to verify your identity.
13. Complaints
Please contact us first at harriet@equinateflow.com if you are unhappy with how we use your information.
You may also complain to the Information Commissioner's Office:
Website: https://ico.org.uk/
Telephone: 0303 123 1113
14. Children
Our website and products are not intended for children.
We do not knowingly collect personal information from children. Please contact us if you believe a child has provided information to us.
15. Changes to this policy
We may update this Privacy Policy from time to time.
The latest version will be posted on our website with the updated date. We may provide additional notice where changes are significant.
16. Contact us
For questions about this Privacy Policy or how we use personal information, contact:
EQUINATE LTD
Company number: 17088127
Registered office: 3 The Meads, Cranbrook, England, TN17 3QB
Email: harriet@equinateflow.com