Privacy Policy

QUICK SUMMARY

We care about your privacy. This policy explains: 
• What information we collect and why
• How we protect your health data
• Your rights and how to exercise them
• Who we share data with (and who we don't)

We're Vivana Labs Limited, a UK company that creates personalized supplements for women. We follow strict data protection laws in the UK, EU, and US.
Contact us anytime: privacy@vivanalife.com

1. WHO WE ARE AND HOW TO REACH US
Data Controller: Vivana Labs Limited Company Number: 9237697 Registered Office: 167–169 Great Portland Street, London W1W 5PF, United Kingdom EU Representative: Care4HU SAS, 18 Chemin de Jeandey, 33360 Latresne, France Privacy Contact: privacy@vivanalife.com
This policy covers everything we do: our website, online store, quizzes, subscriptions, customer support, and marketing.

2. WHAT INFORMATION WE COLLECT

2.1 Information You Give Us Directly
When you shop with us or create an account: 
• Your name, email, phone number, and delivery address
• Payment information (securely processed by Stripe, PayPal, or Klarna)
• Products you purchase
• Your age confirmation (we need you to be 18+)

When you take our health quiz:
• Your symptoms and health concerns (like menopause symptoms, sleep issues, stress levels)
• Lifestyle information that helps us recommend the right supplements
• Other health-related answers you choose to share

This health information is treated with extra care and is completely optional - you can browse and shop without taking the quiz.

When you participate in research: 
• Survey responses
• Product testing feedback
• Before-and-after results (always anonymized for publication)

2.2 Information We Collect Automatically
When you visit our website: 
• Device and browser information
• IP address and approximate location
• Pages you visit and products you view
• How you interact with our site

We use cookies and similar technologies. You'll see a cookie banner when you first visit, and you can adjust your preferences anytime.

3. YOUR HEALTH DATA DESERVES EXTRA PROTECTION
We know health information is sensitive. Here's our promise:
✓ We ONLY collect health data with your explicit permission 
✓ We NEVER share it with advertising platforms like Facebook or Google Ads
✓ We NEVER use it to target ads at you
✓ We store it separately with enhanced security
✓ Only authorized team members can access it (and only to help recommend products)
✓ You can withdraw your consent and have it deleted anytime

Your health data is used for one thing: helping you find supplements that might work for you. That's it.
We may use aggregated, anonymized health data for research (like "60% of our customers report better sleep"), but this can never identify you personally.

4. WHY WE NEED YOUR INFORMATION
We use your data to:
Essential (we can't operate without this):
• Process your orders and deliver them to you
• Manage your account and subscriptions
• Provide customer support
• Prevent fraud and keep the site secure
• Comply with legal requirements (like tax laws)

With Your Permission:
• Send you marketing emails and SMS about products and offers
• Give you personalized supplement recommendations through our AI quiz
• Improve our products through research and testing
• Show you relevant ads on social media

You can say no to marketing and personalization anytime - we'll still fulfill your orders and provide great service.

5. OUR AI RECOMMENDATION SYSTEM
How It Works: When you complete our quiz, AI analyzes your responses and matches them with our supplement database to suggest products that might help with your specific concerns.

The AI considers:
• The symptoms you mentioned
• Scientific research on ingredients
• Product formulations and compatibility

What You Should Know:
• These are suggestions, not medical advice
• You're free to ignore them and buy whatever you want
• The AI doesn't make decisions that legally affect you
• You can opt out anytime
• You can request a human review any AI recommendation
Contact privacy@vivanalife.com to opt out or discuss concerns.

6. WHO WE SHARE YOUR DATA WITH
We share data with trusted partners who help us run our business. They're contractually required to protect your data and can't use it for their own purposes.

Platform and Technology: 
• Shopify - hosts our online store (US/Canada servers)
• Klaviyo - sends our marketing emails and SMS (US servers)
• Recharge - manages subscriptions (US servers)
• Google Analytics - helps us understand site traffic
• Judge.me - manages product reviews (US servers)

Payments:
• Stripe, PayPal, Klarna - process payments securely
• We never see your full card number

Delivery:
• Our warehouse partner (3PL) - stores inventory and packs orders
• Shipping carriers - Royal Mail, DPD, DHL, UPS, and others deliver to you
• They only receive your name, address, phone, and order contents

Advertising:
• Meta (Facebook/Instagram) and Google - help us show relevant ads
• Important: We share basic information (like email) for advertising, but NEVER your health data
What We DON'T Do: ✗ We don't sell your data to data brokers ✗ We don't share your health information with advertisers ✗ We don't let partners use your data for their own marketing

7. WHERE YOUR DATA GOES
We're a UK company, but some of our partners operate in other countries (mainly the US and Canada).
When data crosses borders, we use:
• Standard Contractual Clauses - legally binding agreements approved by UK/EU authorities
• Adequacy decisions - where the destination country has strong privacy laws
• Additional security measures for sensitive data
Your data is protected no matter where it physically sits.

8. HOW LONG WE KEEP YOUR DATA
We only keep data as long as necessary:
• Active account data: Until 5 years after your last purchase or login
• Order history: 7 years (required by tax law)
• Health quiz data: 5 years or until you withdraw consent
• Marketing data: Until you unsubscribe
• Cookie data: 6-24 months (see Cookie Policy)
You can ask us to delete your data earlier, though we may need to keep some records for legal reasons (like tax documentation).

9. YOUR RIGHTS AND HOW TO USE THEM
Access: Get a copy of all data we hold about you
Correction: Fix any inaccurate information
Deletion: Ask us to delete your data (we'll explain if we legally can't)
Restriction: Limit how we use your data
Portability: Get your data in a format you can transfer elsewhere
Object: Stop certain types of processing (especially marketing)
Withdraw Consent: Change your mind about anything you previously agreed to
To Exercise Your Rights: Email privacy@vivanalife.com with your request. We'll respond within 30 days and verify your identity first to protect your privacy.

Not Happy? You can complain to:
• UK: Information Commissioner's Office (ICO) - ico.org.uk
• EU: Your local data protection authority

10. MARKETING COMMUNICATIONS
Email Marketing (with your consent): We'll send you:
• Product recommendations based on your interests
• Special offers and discounts
• Wellness tips and educational content
• New product launches
Frequency: Usually 2-4 emails per week
Unsubscribe anytime: Click the link at the bottom of any email, or email us at privacy@vivanalife.com

SMS Marketing (with your consent):
• Frequency: Up to 4 texts per month
• Standard rates apply
• Reply STOP to opt out
• Reply HELP for assistance

Transactional Messages (we send these regardless):
• Order confirmations
• Shipping updates
• Account security alerts
• Customer service replies
These keep you informed about your purchases - they're not marketing.

11. COOKIES AND TRACKING
We use cookies to:
• Keep you logged in
• Remember your cart
• Understand which products interest you
• Improve website performance
• Show you relevant ads elsewhere online
Your Control: When you first visit, you'll see a cookie banner where you can accept, reject, or customize your preferences. You can change your mind anytime through:
• The cookie settings on our website
• Your browser settings
Essential Cookies (always on): These make the website work - like keeping items in your cart. We don't need permission for these.
Optional Cookies (require consent): Analytics, advertising, and personalization cookies. You can say no.
See our detailed Cookie Policy for specifics on each cookie we use.

12. KEEPING YOUR DATA SAFE
We take security seriously:
• Encryption for data in transit and at rest
• Secure servers with regular backups
• Multi-factor authentication for staff access
• Regular security testing and updates
• Minimal data collection (we only take what we need)
• Staff training on data protection
While we implement strong protections, no online system is 100% secure. If we experience a data breach that affects you, we'll notify you promptly and explain what happened.

13. CHILDREN'S PRIVACY
Our products and services are for adults only (18+).
We don't knowingly collect information from anyone under 18. When you create an account or make a purchase, you confirm you're 18 or older.
If you're a parent and believe your child has given us information, please contact privacy@vivanalife.com immediately and we'll delete it.

14. IF YOU'RE IN THE UNITED STATES
We're preparing to sell in the US and want you to know your rights under state privacy laws (California, Virginia, Colorado, Connecticut, Utah, and others).
Your Rights:
• Know what data we collect and how we use it
• Access and download your data
• Correct inaccurate information
• Delete your data
• Opt out of data sharing for advertising
• Limit how we use sensitive information (like health data)

Important Clarifications:
• We DON'T sell your data for money
• We DO share some data (like email addresses) with advertising platforms for targeted ads - this is considered "sharing" under California law
• You can opt out of advertising sharing anytime
Sensitive Personal Information: Your health quiz data is "sensitive" under California law. We use it ONLY for:
• Giving you personalized recommendations
• Improving our products
• Research (in anonymized form)
We don't use it for advertising or profiling.
How to Exercise Rights: Email privacy@vivanalife.com with your request. We'll verify your identity and respond within 45 days.
We won't discriminate against you for exercising these rights.

15. RESEARCH AND CLINICAL STUDIES
Sometimes we invite customers to participate in:
• Product testing
• Satisfaction surveys
• Clinical studies on supplement effectiveness
Participation is always:
• Completely voluntary
• Covered by separate consent
• Explained in detail before you agree
• Something you can withdraw from anytime
Research results are published in aggregated form only - individual results stay confidential unless you explicitly agree otherwise.

16. SHOPIFY PLATFORM
Our online store runs on Shopify, which means Shopify hosts our website and processes some of your data on our behalf.
Shopify's servers are in the US and Canada. They're bound by strict agreements to protect your data and only process it according to our instructions.
Learn more: shopify.com/legal/privacy

17. THIRD-PARTY WEBSITES
Our website may link to other sites (like our social media pages or blog posts). We're not responsible for their privacy practices.
Before sharing personal information on other websites, check their privacy policies.

18. CHANGES TO THIS POLICY
We may update this policy to reflect:
• New features or services
• Changes in law
• Improvements to our practices
When we make changes:
• We'll post the new policy with an updated date
• For major changes, we'll email you
• If changes affect health data or require new consent, we'll ask for your agreement
We encourage you to review this policy periodically.

19. QUESTIONS OR CONCERNS?
We're here to help. If anything in this policy is unclear, or if you have questions about your privacy, please reach out:
Email: privacy@vivanalife.com
Mail: Vivana Labs Limited 167–169 Great Portland Street London W1W 5PF United Kingdom
EU Representative: Care4HU SAS 18 Chemin de Jeandey 33360 Latresne, France

Supervisory Authorities:
• UK: Information Commissioner's Office - ico.org.uk / 0303 123 1113
• EU: Find your local authority at edpb.europa.eu

A FEW FINAL THOUGHTS
Privacy isn't just about compliance for us - it's about trust. You're sharing sensitive health information to find supplements that help you feel better. We take that responsibility seriously.
If you ever feel we're not living up to these promises, please tell us. We're a small team committed to doing right by our customers.
Thank you for trusting Vivana with your wellness journey.

This Privacy Policy is effective as of [11-Feb-2026].