Privacy policy

What we collect, why we hold it, how long we keep it, and how to get it out or have it removed.

What we hold

We collect what is needed to run an account, an order, and the support around them. In practice that is:

• Account details — name, email address, the password in hashed form, and your language and market preference.
• Addresses used for delivery and billing.
• Order records: what was bought, at what price, when, and where it was sent.
• Consent history, including your cookie choice and when it was made.
• Support correspondence.
• Where you have used the assistant, the conversation, held for a defined retention period and then purged.
• Security and operational records such as sign-in events and rate-limit counters.

Payment details never reach us

We do not receive, process, store or log raw card numbers or security codes. Card details are entered into the payment provider's own form and go directly to them; they return an opaque token, and that token is all Novapure holds. It cannot be used to reconstruct a card number.

Why we hold it

To supply what you ordered, to answer you when you contact us, to meet record-keeping obligations that apply to a seller, and to keep accounts secure. We do not sell personal data, and we do not share it for anyone else's marketing.

Data is shared with processors only where they perform part of the service — the payment provider, the carrier delivering your order, and the provider of the assistant where you choose to use it. Each receives the minimum needed for that task.

How long

Retention differs by record type. Assistant conversations are purged on a defined schedule. Account, profile and uploaded material persist while the account is open. Records connected to a completed sale are kept for as long as the applicable financial and tax rules require, which is longer than the account itself.

Export and deletion

You can request a copy of your data, or its deletion, at any time. An export returns what we hold in a readable form.

Deletion removes optional profile data, uploads and conversation history outright. Records we are required to retain — the financial trace of a completed order — are not deleted, because we are not permitted to delete them; they are anonymised so they can no longer be connected to you. We will tell you plainly which of your records fell into which category.

Security

Traffic is encrypted in transit. Passwords are stored hashed and are not recoverable by us or by anyone working here. Administrative actions that change what a customer sees are recorded to an append-only log. Access to production data is limited to the people who need it to operate the service.

Contacting us about your data

Write to us and describe what you need. If you are asking on behalf of an institution, say so — it changes who we may respond to. Requests are answered in writing.