Privacy policy

1. WHO WE ARE

Klean Smile is the brand responsible for deciding how and why personal information covered by this policy is used (the “controller”), except where another organisation acts as a separate controller for its own service, such as a payment or finance provider. JAS SMILE CLINIC LTD T/A KLEAN SMILE, company registration number 17388389, hello@kleansmile.co.uk

2. INFORMATION WE MAY COLLECT

Depending on how you interact with Klean Smile, we may collect:

Identity information — such as your name.
Contact information — such as your billing/delivery address, email address and telephone number.
Order information — products purchased, order number, delivery method, returns, refunds and customer-service history.
Payment information — transaction and payment-status information. Full card details are generally handled by the relevant payment processor rather than stored directly by Klean Smile.
Account information — login/account details and preferences if customer accounts are available.
Communications — emails, social-media messages, enquiries, complaints, reviews and other correspondence you send to us.
Technical information — such as IP address, device/browser information and website activity where collected through our website and permitted technologies.
Marketing preferences — including whether you have asked to receive or stop receiving promotional communications.
Fraud/security information — information reasonably required to protect customers, transactions and our website from fraud, misuse or security threats.

3. HOW WE COLLECT INFORMATION

We may obtain information:

directly from you when you order, create an account, contact us, make a return, submit a review or subscribe to communications;
automatically when you use our website, where cookies or similar technologies are used lawfully;
from service providers involved in fulfilling your transaction, such as payment, finance, ecommerce, fraud-prevention and delivery providers;
from social-media platforms when you contact or interact with Klean Smile through those services, subject to the platform's own privacy arrangements.

4. WHY WE USE YOUR INFORMATION

We use personal information only where we have a lawful reason to do so. Common purposes include:

Processing and fulfilling orders, taking payment, arranging delivery and providing order updates — generally necessary to perform our contract with you.
Handling cancellations, returns, refunds, faulty-product queries and Customer Service — to perform our contract, meet legal obligations and/or pursue legitimate business interests.
Operating, protecting and improving our website and preventing fraud or misuse — where necessary for legitimate interests and/or legal obligations.
Keeping appropriate transaction, accounting and tax records — where required by law.
Sending marketing communications — where permitted by applicable privacy and electronic-marketing rules, including consent where required.
Remembering preferences, measuring website use or using advertising technologies — according to the applicable cookie/storage-access rules and your choices.
Establishing, exercising or defending legal claims and resolving disputes where necessary.

5. PAYMENT & FINANCE PROVIDERS

Payments and instalment/finance options may be provided by third parties such as payment processors and, where offered, Clearpay, Klarna, Shop Pay Installments or their associated providers. These organisations may receive information needed to process a transaction, assess eligibility, prevent fraud, administer payments or provide their service.

Where a provider decides independently how it uses your information, it acts as a separate controller and its own privacy notice applies. Klean Smile does not control a third-party lender's eligibility or credit decisions. Customers should read the relevant provider's privacy information before using that service.

6. DELIVERY PROVIDERS

We may share the information required to deliver your order with Royal Mail and, if used in future, other delivery or logistics providers. This can include your name, delivery address, email address, telephone number and parcel/order details where reasonably required for delivery, tracking and delivery communications.

7. WHO ELSE WE MAY SHARE INFORMATION WITH

We may share information where necessary with:

website, ecommerce, hosting and IT service providers;
payment processors and finance providers;
Royal Mail and other fulfilment or delivery providers;
customer-service and communications providers;
analytics, advertising or marketing providers where their use is lawful and any required consent has been obtained;
professional advisers such as accountants, insurers and legal advisers;
regulators, courts, law-enforcement bodies, tax authorities or other public authorities where disclosure is required or permitted by law;
a purchaser, investor or adviser in connection with a genuine sale, restructuring or transfer of all or part of our business, subject to appropriate safeguards.

We do not sell your personal information simply as a customer list. Where advertising or tracking partners receive data, their use must be described transparently and managed in accordance with applicable UK privacy and electronic-communications rules.

8. COOKIES & SIMILAR TECHNOLOGIES

Our website may use cookies and similar storage/access technologies to operate essential functions, remember choices, understand website performance and, where enabled, support analytics or advertising.

Strictly necessary technologies may be used where permitted without consent. Where consent is required for non-essential cookies or similar technologies, they should not be activated until you have made the relevant choice. You should be able to manage or withdraw applicable consent through the website's cookie settings.

A separate Cookie Policy or cookie-management tool should identify the technologies actually used, their providers, purposes and duration. Klean Smile should keep this information under review as website integrations change.

9. MARKETING

If you choose to receive marketing from Klean Smile, we may send information about products, launches, offers or other relevant updates where the law permits us to do so. You can opt out at any time using an unsubscribe option where provided or by contacting us.

Stopping marketing does not prevent us from sending necessary service communications about an order, return, security matter or other transaction with you.

10. HOW LONG WE KEEP INFORMATION

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to fulfil orders, provide support, meet tax/accounting and other legal requirements, prevent fraud and deal with disputes or legal claims.

Different information may have different retention periods. Before publication, Klean Smile should maintain an internal retention schedule reflecting the systems and records actually used rather than promising a single retention period for all data.

11. INTERNATIONAL DATA TRANSFERS

Some service providers may store or process personal information outside the UK. Where UK data-protection law requires additional safeguards for an international transfer, Klean Smile will use an appropriate lawful transfer mechanism or rely on another permitted basis. The exact position depends on the service providers used by the live website.

12. HOW WE PROTECT YOUR INFORMATION

We use reasonable organisational and technical measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. Access should be limited to people and service providers who need the information for legitimate business purposes.

No website or internet transmission can be guaranteed to be completely secure. Customers should also protect account passwords and contact us if they suspect unauthorised access.

13. YOUR DATA-PROTECTION RIGHTS

Depending on the circumstances, UK data-protection law may give you rights to:

ask for access to personal information held about you;
ask for inaccurate or incomplete information to be corrected;
ask for information to be erased in certain circumstances;
ask us to restrict the use of information in certain circumstances;
object to certain processing, including certain direct marketing;
receive certain information in a portable format where the right applies;
withdraw consent at any time where processing relies on consent, without affecting processing already carried out lawfully;
raise a concern or complaint about how your information is being handled.

These rights are not absolute in every situation. We may need to verify your identity before responding and may retain information where the law requires or permits us to do so.

14. AUTOMATED DECISION-MAKING

Klean Smile does not intend to make solely automated decisions about customers that produce legal or similarly significant effects unless this is specifically disclosed and lawfully implemented. Third-party finance or fraud-prevention providers may use automated systems for their own services; their privacy notices explain their practices and your applicable rights.

15. CHILDREN'S PRIVACY

Our online store is not intended to collect personal information directly from children who are not legally able to enter the relevant transaction themselves. If we become aware that personal information has been provided inappropriately by a child, we will consider the appropriate steps in accordance with applicable law.

16. SOCIAL MEDIA

If you contact Klean Smile through social media, the relevant platform also processes information under its own privacy policy. Avoid sending payment-card details, passwords or other unnecessary sensitive information through public comments or social-media messages.

17. CHANGES TO THIS PRIVACY POLICY

We may update this policy when our products, website, service providers, data practices or legal requirements change. The current version should always display a 'Last updated' date. Where a change materially affects how personal information is used, we will take appropriate steps to provide additional notice where required.

18. CONTACT US

For privacy questions or to exercise a data-protection right, contact Klean Smile using the customer-service email address shown on our website. Customer Service is available Monday to Friday, 10:00am–6:00pm.

You also have the right to raise a concern with the UK Information Commissioner's Office (ICO). We would welcome the opportunity to address your concern directly first, but this does not affect your right to contact the ICO.