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Privacy policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from neatclean.com (the “Site”). 

Personal information we collect 

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”. 

We collect Device Information using the following technologies: 

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org. 

- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps. 

- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site. 

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information. We refer to this information as “Order Information”. 

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information. 

How do we use your personal information? 

We use the Order Information that we collect to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

  • Communicate order details with you;

  • Screen our orders for potential risk or fraud; and

  • When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

Email Communications

Unless you untick the box indicating you do not want to receive communications, we will automatically capture your email address to provide you with information or advertising relating to our products or services. You can unsubscribe from these communications at any time by following the instructions provided in the emails or contacting us directly.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

Our marketing emails contain small tracking technologies (sometimes called "pixels" or "web beacons") that tell us whether an email has been opened and which email links have been clicked. We use this information to measure the effectiveness of our communications, understand which content is of interest to you, and improve the relevance of future emails. Most email clients allow you to prevent this tracking by disabling the automatic loading of images. You can also stop all tracking associated with our marketing emails by unsubscribing at any time. 

Sharing your personal Information

We share your Personal Information with third-party service providers who help us operate our business, as described above. These providers receive only the information necessary to perform their services on our behalf. The services we currently use are:

Shopify powers our online store and processes your orders and payments. Shopify receives your Order Information (including your name, billing and delivery addresses, email address, phone number and payment information) and Device Information. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy

Skio manages our subscription service, including recurring orders, your subscription portal, and requests to pause, amend or cancel a subscription. Skio receives your name, email address, delivery address, order and subscription history, and any responses you provide within the subscription portal (for example, your reason for cancelling). You can read more about how Skio uses your Personal Information here: https://skio.com/privacy

Klaviyo sends our email communications and measures engagement with them. Klaviyo receives your email address, name, order history, and information about your activity on the Site and in our emails (including whether emails are opened and which links are clicked). You can read more about how Klaviyo uses your Personal Information here: https://www.klaviyo.com/legal/privacy/privacy-notice

Rebuy provides personalised product recommendations and cart suggestions on the Site. Rebuy receives Device Information, information about the products you view and add to your cart, and your order history. You can read more about how Rebuy uses your Personal Information here: https://www.rebuyengine.com/legal/privacy-notice

Intelligems helps us test and improve the Site by showing different versions of pages, content, offers or pricing to different visitors and measuring the results. Intelligems receives Device Information (including IP address, browser and operating system details, time zone and pages viewed) and order, cart and checkout event data. You can read more about how Intelligems uses your Personal Information here: https://www.intelligems.io/privacy-policy

Reviews.io collects and displays customer reviews on our behalf. Reviews.io receives your name, email address and order details so that we can invite you to leave a review after a purchase. If you choose to leave a review, the information you submit is also governed by the Reviews.io privacy policy, which you can read here: https://www.reviews.io/legal/user-privacy-policy

Google provides two services we use. Google Analytics helps us understand how customers use the Site, and Google Ads allows us to advertise our products and measure the effectiveness of that advertising (including whether a visit to the Site followed a click on one of our adverts). Google receives Device Information and, where you have interacted with our advertising, information about your visits and purchases. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy and opt out of Google Analytics here: https://tools.google.com/dlpage/gaoptout

Gorgias: we use Gorgias, a customer support platform, to receive, manage and respond to your enquiries. When you contact us by email, live chat or social media, Gorgias processes your name, email address, phone number (where provided), the content of your messages and any attachments you send, together with technical information such as your IP address, browser type and the pages you viewed before starting a chat. Gorgias connects to our Shopify store so that our support team can see your order and subscription history alongside your enquiry. We use artificial intelligence features within Gorgias to categorise enquiries and to suggest or draft replies. To do this, the content of your message, your order details and our help centre content are processed by Gorgias and its AI service providers. A member of our team reviews AI-suggested replies before they are sent, and we do not make decisions about you by automated means alone. Your messages are not used to train publicly available AI models. Our Gorgias data is hosted in the European Union, though Gorgias Inc. is based in the United States and its personnel and suppliers may access it to provide and support the service; where that happens, your data is protected by the EU Standard Contractual Clauses and the UK International Data Transfer Addendum. We process this data to perform our contract with you and in our legitimate interests in providing customer service and keeping records of enquiries and complaints. Please avoid including health information or other sensitive details in your messages unless it is necessary for us to help you. Gorgias' privacy notice is available at gorgias.com/legal/privacy. 

Meta (Facebook and Instagram) allows us to advertise our products and measure the effectiveness of that advertising. Through the Meta Pixel and related tools, Meta receives Device Information and information about your activity on the Site, such as pages viewed, products added to cart and purchases. You can read more about how Meta uses your Personal Information here: https://www.facebook.com/privacy/policy

We also partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioural metrics, heatmaps and session replay, to improve and market our products and services. Website usage data is captured using first- and third-party cookies and other tracking technologies to determine the popularity of products and services and online activity. Additionally, we use this information for site optimisation, fraud and security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement: https://privacy.microsoft.com/en-gb/privacystatement

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Behavioural advertising 

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work. 

You can opt out of targeted advertising by using the links below: 

- Facebook / Instagram: https://www.facebook.com/settings/?tab=ads 

- Google: https://www.google.com/settings/ads/anonymous 

- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads 

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/. 

Do not track 

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser. 

Your rights 

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below. 

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States. 

Data retention 

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information. 

Changes 

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons. 

Minors 

The Site is not intended for individuals under the age of 18.

Contact us 

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at hello@neatclean.com or by mail using the details provided below: 

NeatClean

[Re: Privacy Compliance Officer] 

Celixir House, Stratford Business and Technology Park, Stratford-upon-Avon, CV37 7GZ, United Kingdom