Privacy policy
Who we are
This website is operated by Offline Labs Ltd, trading as Offline ("Offline", "we", "our", "us"), a company registered in England and Wales at 124-128 City Road, London, England, EC1V 2NX.
For the purposes of UK data protection law, Offline Labs Ltd is the data controller of the personal information described in this policy.
Our store runs on Shopify, which processes personal information on our behalf and, in some cases, for its own purposes. That is explained further down.
This policy explains what we collect, why we collect it, who we share it with, and what rights you have. If anything here conflicts with our Terms of Service, this policy takes priority on anything to do with personal information.
What we collect
Depending on how you use the site, we may collect:
- Contact details. Name, email address, phone number, billing address, delivery address.
- Order and payment details. What you bought, order history, returns and refunds, payment method type, partial card details and payment confirmation. We do not store your full card number. Payments are handled by our payment providers.
- Account details. Username, password, saved preferences, subscription settings.
- Communications. Anything you send us by email, on social media or through our support channels, including refund claims and any photos you send with them.
- Device and usage data. IP address, browser and device type, pages viewed, what you added to cart, how you moved through the site, and similar identifiers collected through cookies and tracking technologies.
- Marketing data. Whether you opened our emails, what you clicked, and your subscription preferences.
We collect this from you directly, automatically as you use the site, and from our service providers and advertising partners.
Why we use it, and our lawful basis
| What we do | Why | Lawful basis |
|---|---|---|
| Process and deliver your order, manage returns and refunds, run your subscription | To fulfil our contract with you | Performance of a contract |
| Manage your account and respond to your messages | To provide the service you asked for | Performance of a contract |
| Send marketing emails and show you ads | To grow the business | Consent, or legitimate interests where you are an existing customer |
| Analytics, site performance and product improvement | To understand what works and fix what does not | Legitimate interests, and consent where cookies require it |
| Fraud prevention, security and verifying refund claims | To protect the business and other customers | Legitimate interests |
| Accounting, tax and responding to legal requests | Because we have to | Legal obligation |
Where we rely on legitimate interests, we have considered whether those interests are outweighed by your rights. You can object at any time using the contact details below.
Who we share it with
We share personal information with:
- Shopify, which hosts the store and processes orders, accounts and checkout data.
- Payment providers, which process your payment and carry out fraud checks.
- Our subscription provider, which manages recurring orders and billing.
- Fulfilment and delivery partners, which pick, pack and deliver your order.
- Email and SMS marketing providers, which send our communications and report on how they performed.
- Advertising and analytics partners, including Meta and Google, which help us measure campaigns and show ads to relevant audiences.
- Professional advisers, such as accountants and lawyers, where needed.
- Authorities and regulators, where the law requires it.
- A buyer or successor, if the business is sold, merged or restructured.
We do not sell your personal information.
Shopify
The site is hosted by Shopify, which collects and processes information about your use of the store in order to run and improve it. Some of Shopify's features use data from your activity across our store, other merchants and Shopify itself. For those features Shopify acts as controller in its own right and handles requests about that data directly. You can read Shopify's consumer privacy policy and use its privacy portal at https://privacy.shopify.com/en.
Cookies and tracking
We use cookies and similar technologies to run the site, remember your cart, measure performance and support advertising. Non-essential cookies are only set where you have agreed through our cookie banner, and you can change your preferences at any time through the cookie settings on the site.
Marketing
If you sign up or buy from us, we may email you about products and offers. You can opt out at any time with the unsubscribe link in any email, or by emailing us. If you opt out of marketing we will still send you emails about your orders, your subscription and your account, because those are not marketing.
International transfers
Some of our providers are based outside the UK. Where we transfer personal information out of the UK, we rely on an adequacy decision or on approved safeguards such as the UK International Data Transfer Addendum to the EU Standard Contractual Clauses. You can ask us for details.
How long we keep it
We keep personal information only as long as we need it:
- Order and transaction records: 6 years after the end of the relevant tax year, to meet accounting and tax requirements.
- Account data: while your account is open, and for a reasonable period after you close it.
- Marketing data: until you unsubscribe, and for a short period afterwards so we can honour your opt out.
- Refund claim evidence, including photos: up to 2 years after the claim is closed, so we can handle disputes and repeat claims.
- Support emails: up to 2 years after the matter is resolved.
Your rights
Under UK data protection law you have the right to:
- Ask for a copy of the personal information we hold about you.
- Ask us to correct it if it is wrong.
- Ask us to delete it, in certain circumstances.
- Ask us to restrict how we use it, or object to us using it, including for direct marketing.
- Receive your data in a portable format, in certain circumstances.
- Withdraw consent where we rely on it. That does not affect anything we did before you withdrew it.
To exercise any of these, email hello@switchoffline.co. We may need to verify your identity first. We will respond within one month, and we will not treat you any differently for asking.
Complaints
If you are unhappy with how we have handled your personal information, please contact us first and we will try to put it right. You also have the right to complain to the Information Commissioner's Office, the UK's data protection regulator, at ico.org.uk or on 0303 123 1113.
Children
Our products are for adults. You must be 18 or over to buy from us, and the site is not intended for children. We do not knowingly collect personal information from children. If you believe a child has given us their information, email us and we will delete it.
Security
We take reasonable steps to protect your information, but no system is completely secure and information sent over the internet is never entirely risk free. Please do not send us sensitive information over insecure channels.
Changes
We may update this policy. When we do, we will post the new version here and change the date at the top. Where the change is significant, we will tell you.
Contact
Offline Labs Ltd 124-128 City Road London England EC1V 2NX United Kingdom
Email: hello@switchoffline.co