Privacy policy
Who We Are
SmoothBack ("we", "us", "our") operates the website smoothmassager.co.uk and sells the SmoothBack Triple Fusion Massager. We are committed to protecting your personal data and respecting your privacy.
This Privacy Policy explains what personal information we collect, why we collect it, how we use it, and what rights you have over it — in plain English.
If you have any questions, you can reach us at: Email: info@smoothmassager.co.uk
1. What Law Applies
We operate primarily in the United Kingdom. This policy is written in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
If you are based in the European Union, your data is also handled in accordance with the EU GDPR (Regulation 2016/679).
2. What Personal Data We Collect
When you visit our website or place an order, we may collect the following information:
Identity & Contact Data
- Full name
- Email address
- Phone number (if provided)
- Billing and delivery address
Transaction Data
- Products purchased
- Order value and payment method
- Order history
Technical Data
- IP address
- Browser type and version
- Device type
- Pages visited and time spent on site
- Referring URL (where you came from)
Marketing & Communication Data
- Your preferences for receiving marketing from us
- Email open and click activity (if you subscribe to our list)
Payment Data We do not store your card details. All payment processing is handled securely by third-party providers (Shopify Payments, Stripe, Apple Pay, Google Pay, etc.). We only receive confirmation that a payment was completed.
3. How We Collect Your Data
We collect data through:
- Direct interactions — when you place an order, fill in a form, sign up to our email list, or contact us
- Automated technologies — cookies and similar tracking technologies placed on your device when you browse our website
- Third parties — analytics providers (Google Analytics), advertising platforms (Meta/Facebook, TikTok, Google Ads), and our e-commerce platform (Shopify)
4. Why We Use Your Data (Legal Bases)
We only process your personal data when we have a lawful reason to do so. Here is how we use it and why:
| Purpose | Legal Basis |
|---|---|
| Processing and fulfilling your order | Performance of a contract |
| Sending order confirmations and shipping updates | Performance of a contract |
| Handling refunds, returns, and customer support | Performance of a contract / Legal obligation |
| Sending marketing emails (if you opted in) | Consent |
| Improving our website and user experience | Legitimate interests |
| Fraud prevention and security | Legitimate interests / Legal obligation |
| Running advertising campaigns (retargeting) | Legitimate interests / Consent (via cookies) |
| Complying with legal and financial obligations | Legal obligation |
5. Email Marketing
If you sign up to our email list or purchase from us, you may receive emails about our products, offers, and health tips related to back and SI joint pain.
- You can unsubscribe at any time by clicking the "unsubscribe" link at the bottom of any email
- We use a third-party email platform to send communications (e.g. Klaviyo or similar)
- We will never sell your email address to third parties
6. Cookies
Our website uses cookies — small text files stored on your device — to help us deliver a better experience and run advertising.
Types of cookies we use:
- Essential cookies — necessary for the site to function (e.g. shopping cart, checkout)
- Analytics cookies — help us understand how visitors use our site (e.g. Google Analytics)
- Marketing cookies — used to show you relevant ads on other platforms (e.g. Meta Pixel, TikTok Pixel, Google Ads)
You can manage or withdraw your consent to non-essential cookies at any time via your browser settings or our cookie banner. Note that disabling certain cookies may affect site functionality.
7. Who We Share Your Data With
We do not sell your personal data. We may share it with trusted third parties only where necessary:
- Shopify Inc. — our e-commerce platform (data processor). Shopify stores and processes order data on our behalf. Shopify Privacy Policy
- Payment processors — Stripe, Apple Pay, Google Pay, PayPal, etc., for secure transaction handling
- Shipping & logistics providers — to fulfil and deliver your order
- Email marketing platform — to send communications you've opted into
- Advertising platforms — Meta (Facebook/Instagram), Google, TikTok — for retargeting and campaign measurement
- Analytics providers — Google Analytics for website performance data
- Legal or regulatory authorities — if required by law
All third parties are contractually obligated to handle your data securely and in compliance with UK GDPR.
8. International Data Transfers
Some of our third-party service providers (such as Shopify and Meta) are based outside the UK or EEA. Where data is transferred internationally, we ensure appropriate safeguards are in place, such as:
- Standard Contractual Clauses (SCCs) approved by the UK ICO
- Adequacy decisions where applicable
9. How Long We Keep Your Data
We retain your personal data only for as long as necessary:
- Order records — 7 years (UK tax and accounting legal requirement)
- Customer support communications — 2 years after last contact
- Marketing preferences and email list — until you unsubscribe or request deletion
- Website analytics data — up to 26 months (standard Google Analytics retention)
10. Your Rights Under UK GDPR
You have the following rights regarding your personal data:
- Right to access — request a copy of the data we hold about you
- Right to rectification — ask us to correct inaccurate or incomplete data
- Right to erasure — ask us to delete your data ("right to be forgotten"), where no legal obligation requires us to retain it
- Right to restriction — ask us to limit how we use your data in certain circumstances
- Right to data portability — request your data in a structured, machine-readable format
- Right to object — object to processing based on legitimate interests or for direct marketing
- Right to withdraw consent — where processing is based on consent, you can withdraw it at any time without affecting the lawfulness of prior processing
To exercise any of these rights, email us at info@smoothmassager.co.uk. We will respond within 30 days.
11. Right to Complain
If you believe we have handled your personal data unlawfully, you have the right to lodge a complaint with the UK's data protection authority:
Information Commissioner's Office (ICO) Website: ico.org.uk Helpline: 0303 123 1113
We would always appreciate the chance to address your concerns directly before you contact the ICO — please reach out to us first.
12. Children's Privacy
Our products and website are intended for adults. We do not knowingly collect personal data from anyone under the age of 16. If you believe a minor has provided us with their data, please contact us immediately and we will delete it.
13. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we do, we will update the "Last updated" date at the top of this page. For significant changes, we may notify you by email.
14. Contact Us
For any privacy-related questions or to exercise your rights:
Email: info@smoothmassager.co.uk Support: support@smoothback.com Hours: Monday–Friday, 9am–5pm (UK time)