Privacy policy

Last updated: 20 October 2026

At HfreeO, we believe your personal information should be treated with care.

This Privacy Policy explains what information we collect, how we use it, who we share it with and how you can manage it.

It applies when you visit our website, shop with us, use the HfreeO app, collect Seeds, interact with our marketing or contact our team.

1. Who we are

HfreeO is operated by HFREEO LIMITED, a company registered in England and Wales.

Company number: 17317815

Registered address: 15 Rye Hill Road, Harlow, Essex, CM18 7JE, United Kingdom

Email: support@hfreeo.com

ICO registration reference: ZC219252

HFREEO LIMITED is the data controller responsible for the personal information described in this policy.

2. Information we collect

We collect information needed to operate our business, fulfil orders, improve our services and provide the HfreeO experience.

This may include:

Personal and contact information

• Name
• Email address
• Telephone number
• Billing and delivery address

Orders and payments

• Products purchased
• Order history
• Payment status and transaction details
• Delivery and tracking information
• Refund and return information

Payments are handled securely by our payment providers. We do not store your full payment card details.

HfreeO app information

• Account and login information
• Your Seeds balance
• Can scanning and reward activity
• Rewards redeemed
• Preferences and profile details you choose to share

Optional profile and survey information

• Age range
• General location or region
• Interests and preferences
• Where you heard about HfreeO
• Responses to surveys and questionnaires

Website and app activity

• IP address
• Browser and device information
• Pages and products viewed
• Website and app interactions
• Marketing and referral sources
• Cookies and similar tracking technologies

Communications

• Customer support enquiries
• Emails and messages exchanged with our team
• Reviews, feedback and survey responses

3. How we use your information

We use your personal information for the following purposes:

Processing and delivering orders

To accept payments, confirm purchases, arrange deliveries, provide updates and handle refunds or returns.

Our lawful basis is the performance of our contract with you.

Managing your HfreeO account

To provide access to the app, record can scans, manage Seeds and deliver rewards.

Our lawful basis is the performance of our contract with you.

Customer support

To answer enquiries, investigate problems and resolve complaints.

We rely on our contractual obligations and legitimate interests in providing customer service.

Marketing and communications

To send product announcements, offers, rewards information and other HfreeO updates.

We send electronic marketing where you have consented or where an applicable existing customer marketing exception permits it.

You can opt out of marketing at any time.

Understanding and improving HfreeO

To analyse customer behaviour, improve our website and app, understand product performance and improve the customer experience.

We rely on legitimate interests for appropriate internal improvements and consent where required for tracking technologies.

Advertising and measurement

To measure advertising performance, understand how people discover HfreeO and show relevant advertising where permitted.

Where required, this activity depends on your consent to advertising cookies and similar technologies.

Security and legal compliance

To prevent fraud, protect our systems, maintain business records and comply with legal obligations.

We rely on legitimate interests and applicable legal obligations.

4. Cookies and analytics

Our website and app use cookies and similar technologies to function properly and understand how people use our services.

These may include:

• Essential technologies required for website functionality, security and checkout.
• Analytics technologies that help us understand customer behaviour.
• Advertising technologies that help us measure campaigns and deliver relevant advertisements.
• Preference technologies that remember your choices.

We may use tools including Shopify, PostHog, Google and Meta for these purposes.

PostHog analytics. We use PostHog to understand how people use our website and app, so we can fix what is not working and make them better. On our website it records the pages you visit, what you tap or click, how far you scroll, and recordings of your visit with anything you type hidden. If you sign up to hear from us, we link your email address to that activity. On our website PostHog only runs if you accept analytics cookies. In the app it only runs if you switch on App analytics, which stays off until you choose it. You can change either choice at any time in our cookie preferences or in the app's Privacy settings. PostHog stores this information in the European Union.

Google Analytics. We use Google Analytics to see how people reach our website and what they do once there, so we can judge which marketing is worth doing. It records the pages you visit, the products you look at and anything you buy, tied to a cookie, never to your name. It only runs if you accept analytics cookies, and you can change that at any time in our cookie preferences. Google may use this information to show us how our Google adverts performed. Google stores it on its own servers, which may be outside the UK.

Where required by law, we ask for your consent before using non-essential cookies or tracking technologies.

You can manage your choices through our cookie preferences and available app privacy settings.

5. Marketing emails and notifications

If you sign up for HfreeO marketing, we may send you product news, promotional offers, rewards updates and relevant announcements.

Where permitted by UK law, we may also send marketing about similar HfreeO products to existing customers who were offered an opportunity to opt out when their information was collected.

We use Klaviyo to help manage our email marketing and customer communications.

Marketing texts. At checkout you can tick “Text me with news and offers”. It is never ticked for you. We only send marketing texts to people who tick it, and the phone number you give for delivery is never used for marketing on its own. To stop them, reply STOP to any of our texts or email support@hfreeo.com.

If you answer the optional profile questions in the app, we may use your age range, general area and interests to choose which HfreeO emails and app messages are most relevant to you. We rely on our legitimate interests for this. You can change your answers in the app, or ask us to stop, at any time.

You can unsubscribe using the link in our marketing emails.

You can also manage available notification preferences through your device or the HfreeO app.

Unsubscribing from marketing will not prevent essential communications about your orders or account.

6. HfreeO app and Seeds

Our app allows you to scan participating HfreeO cans, collect Seeds and redeem available rewards.

To operate this feature, we may process:

• Your account details
• Participating can scans
• Seeds earned and redeemed
• Reward history
• Relevant purchase and app activity

We use this information to operate the rewards programme, detect misuse, resolve account issues and improve the app experience.

Optional profile questions help us better understand our customers.

You can manage available privacy preferences through the app.

7. Our advertising partners

HfreeO works with selected brands and advertising partners.

If you choose to participate in relevant features and give any required consent, we may use your optional profile information to understand audience interests and create grouped audience insights.

These insights may help our brand partners understand the people engaging with HfreeO.

If you switch on App analytics, we also measure how long you spend in the app and on each partner offer. If you have also chosen to share your answers with brands, that time can be part of the grouped stats our brand partners see, never with your name or contact details.

We do not provide brand partners with your name, personal email address or individual contact details through these audience reports.

We take steps to ensure grouped reports do not identify individual customers.

If you follow a partner offer or redeem a partner deal, information about that interaction may be processed by the relevant partner or affiliate platform to complete the offer and measure its performance.

Their own privacy policies may also apply.

We do not sell customer contact lists to advertising partners.

You can change your available audience sharing preferences in the app.

8. Automated customer support

We use technology, including artificial intelligence, to help manage customer support enquiries.

Our automated systems may categorise incoming messages, look up relevant order information and prepare suggested responses.

We use Anthropic to provide AI model services as part of this process.

Some routine enquiries may receive an automated response, which will be identified as such.

Enquiries involving refunds, complaints, damaged products, allergies or health related concerns are referred to a member of our team.

We use customer information for these purposes to provide support and operate our service.

9. Who we share information with

We work with trusted service providers who help us operate HfreeO.

Depending on the service you use, these may include:

• Shopify and payment providers: online orders, checkout and payments.
• PackPro, Mintsoft and Evri: warehousing, fulfilment and delivery.
• Klaviyo: email marketing and customer communications.
• Supabase, Vercel, Expo, Apple and Google: app services, hosting and related technology.
• PostHog and Sentry: analytics, performance monitoring and error reporting.
• Meta: advertising and campaign measurement.
• Fairing: customer surveys.
• Microsoft, Resend, Composio and Anthropic: communications and customer support systems.
• Awin, Partnerize and Impact: affiliate offers and partner attribution, where applicable.

We share information only where reasonably necessary for the relevant service or another lawful purpose.

Where providers act on our behalf as data processors, we require appropriate contractual safeguards.

We may also disclose information where legally required, to protect our rights or as part of a business sale or restructuring, subject to applicable data protection law.

10. Shopify and payments

Our online store uses Shopify.

Shopify processes information required for shopping, checkout, payments and order management.

Shopify may also process certain information for its own purposes, including fraud prevention and Shop Pay.

You can read more in the Shopify Consumer Privacy Policy at:

https://privacy.shopify.com/en

11. How long we keep your information

We only retain personal information for as long as reasonably necessary for the purpose it was collected, including legal, accounting and security requirements.

Our usual retention periods include:

• Order and transaction records: normally 6 years for accounting and legal purposes.
• Marketing information: while you remain subscribed, with limited suppression records retained where needed to respect opt outs.
• App account information: while your account remains active, subject to legal and operational retention requirements.
• Analytics information: generally up to 12 months, depending on the system and purpose.
• Customer support records: routine support logs and summaries are generally retained for up to 90 days, unless a longer period is necessary.
• Data protection requests: records may be retained for up to 2 years or longer where required to demonstrate compliance or manage a legal claim.

You can request deletion of your account through the HfreeO app or by visiting:

https://www.hfreeo.com/pages/delete-account

Some information may need to be retained after deletion to meet legal obligations or resolve outstanding matters.

12. Keeping your information secure

We use reasonable technical and organisational security measures to protect your personal information.

These include appropriate access controls, encryption and security monitoring.

Access to personal information is limited to authorised people and service providers who need it for legitimate business purposes.

No digital system can guarantee complete security, but we take appropriate steps to reduce the risk of unauthorised access, loss or misuse.

13. Information stored outside the UK

Some of our technology providers may process or store information outside the United Kingdom, including in the United States.

Where personal information is transferred internationally, we use an applicable UK adequacy arrangement or appropriate safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses.

You can contact us for further information about the safeguards used.

14. Your privacy rights

Under UK data protection law, you may have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate information.
• Request deletion of your information.
• Restrict certain uses of your information.
• Object to certain processing, including direct marketing.
• Request a portable copy of certain information.
• Withdraw consent where our processing relies on it.

These rights are subject to applicable legal conditions and exceptions.

You can submit a request by emailing support@hfreeo.com.

We normally respond within one month, in accordance with applicable data protection law.

You can also manage available privacy settings and account deletion options directly in the HfreeO app.

15. Children

Our website and app are not designed for children under the age of 13.

If we become aware that we have collected personal information from a child under 13 without an appropriate lawful basis or required parental authorisation, we will take steps to delete or otherwise address that information.

Parents or guardians can contact us with any concerns.

16. Third party websites

Our website and app may contain links to websites, stores or offers operated by third parties.

These organisations are responsible for their own privacy practices.

We encourage you to review their privacy policies before providing personal information.

17. Complaints

If you have a concern about how we handle personal information, please contact us first so we can investigate and respond.

You also have the right to complain to the Information Commissioner's Office.

Website: https://ico.org.uk/make-a-complaint/

18. Changes to this policy

We may update this Privacy Policy to reflect changes to our services, technology or legal requirements.

When we make changes, we will publish the updated policy on our website and revise the date at the top.

Where required, we will provide additional notice or seek consent before introducing new uses of personal information.

19. Contact us

If you have any questions about this Privacy Policy or how we use personal information, please contact:

HFREEO LIMITED

15 Rye Hill Road, Harlow, Essex, CM18 7JE, United Kingdom

Email: support@hfreeo.com

Company number: 17317815

ICO registration reference: ZC219252