Privacy Policy | Serenova Clinic

Serenova Clinic ("we", "us", "our") is committed to protecting your privacy. This policy explains what personal data we collect, why we collect it, and how we handle it in line with the UK GDPR and the Data Protection Act 2018.

Who we are

Serenova Clinic is a UK-registered healthcare and skincare retailer. For data protection purposes, the data controller is Serenova Clinic. You can reach us at support@serenovaclinic.com.

What we collect

Account & order details: name, email, phone, shipping address, order history.
Payment data: processed securely by Stripe - we never store full card details.
Communications: messages you send via our contact form or email.
Usage data: basic analytics such as pages visited and device type.

How we use your data

To process and fulfil your orders.
To send order confirmations, shipping updates and account-related emails.
To respond to your enquiries.
To send marketing communications - only if you opt in. You can unsubscribe at any time.
To improve our website and services.

Product availability requests

When you explicitly request a CALECIM availability email, we store your email address, the product you selected, the request date and the wording version of your consent. We use this only for one email if that product becomes available for UK purchase within six months. This is consent for that request only, not marketing or a newsletter, and it does not reserve stock.

Requests expire after six months and are excluded from notifications after that point. We remove expired requests during our retention review. You can withdraw consent or request deletion at any time by emailing support@serenovaclinic.com. We use short-lived keyed security identifiers to limit abusive submissions, without storing your IP address in the request record. Our hosting and email providers process this information only to provide the service.

Sharing your data

We share data only with trusted processors necessary to run our service: Stripe (payments), our hosting and email providers, and shipping carriers. If you opt in to analytics cookies, Google receives the measurement data described under Cookies. If you opt in to marketing cookies, Meta Platforms also receives the events described under Cookies. We never sell your data.

Your rights

You have the right to access, correct, delete or export your personal data, and to object to or restrict its processing. Contact us at support@serenovaclinic.com to make a request.

Cookies

We use three categories:

Essential: needed for the site to work, for example your basket, sign-in and remembering your cookie choice. These are always on.
Analytics (optional): with your consent, a session identifier links the pages you view during a visit so we can understand how the site is used. With the same consent, Google Analytics (provided by Google) loads and receives the pages you view and shopping events (product viewed, added to basket, checkout started and confirmed purchase value with an order reference), plus device and approximate location data Google collects. Google Analytics sets cookies (such as _ga) and may process data outside the UK. We do not send your name, email or account details to Google, and we strip private parts of web addresses. Google Analytics is not loaded if you reject or do not choose, and an older cookie choice made before it was added does not switch it on. Without consent we still record basic page views on our own systems without a session identifier; these include the page, referring page, browser type and approximate country, and your account if you are signed in.
Marketing (optional): only with your consent, the Meta Pixel loads and shares page views and shopping events (for example product viewed, added to basket and confirmed purchase) with Meta Platforms to measure our adverts. It is not loaded if you reject or do not choose.

Optional cookies are off until you choose them. You can change or withdraw your choice at any time using Cookie settings in the site footer, and you can also clear cookies in your browser settings. Withdrawing consent stops further optional tracking from this site and we try to remove Google Analytics cookies from your browser, but it does not delete information already sent to Google or Meta.

Retention

We keep order records for 7 years for tax purposes. Marketing data is kept until you unsubscribe.

Complaints

If you are unhappy with how we handle your data, you can complain to the UK Information Commissioner's Office (ICO) at ico.org.uk.