Privacy policy

Fondly is a trading brand of REID UNDERFLOOR HEATING (SCOTLAND) LIMITED, an online retailer registered in the United Kingdom and the data controller for the personal data described in this policy.

Registered address: 8 Hillside Grove, Barrhead, Glasgow, Lanarkshire, Scotland, G78 1HB, United Kingdom. Contact: support@reeidunderheat.shop, +44 7298077541. If you have any question about how we use your data, this is the address and email to use.

• Contact details: name, email, phone number.
• Delivery details: shipping address, and any separate recipient name and address for gift orders.
• Order & personalisation content: the products you buy and the personalisation you provide — names, dates, coordinates, short phrases and gift messages.
• Uploaded photos: images you upload so we can create an illustrated version of your keepsake.
• Account & membership data: saved drafts, favourites, order history and membership status where you create an account.
• Support data: the content of your enquiries and our replies.
• Payment-related data: billing name, country and confirmation of payment. We do not receive or store your full card number.
• Technical data: IP address, device/browser type and essential cookies needed to run the store and cart.

We collect personal data from these sources:

• Directly from you: when you browse, personalise a keepsake, add to your gift bag, complete the checkout form, place an order, create an account, join a membership, upload a photo, or contact us.
• Automatically from your device: IP address, device/browser type and essential cookie or local-storage identifiers generated as you use the site and cart.
• From our payment processor (Stripe): confirmation of payment and limited billing information (such as billing name and country). We never receive your full card number.
• From delivery carriers: tracking and delivery-status updates for your order.

• To perform our contract with you: processing orders, making personalised items, taking payment, arranging delivery, managing memberships, and handling returns and refunds.
• Legitimate interests: running and securing the store, preventing fraud, improving our products, and retaining enquiry/abandoned-order details to follow up — balanced against your rights.
• Consent: optional marketing emails, and non-essential analytics/cookies. You can withdraw consent at any time.
• Legal obligation: keeping tax, accounting and consumer-law records.

Payments are processed by our payment provider, Stripe. When you pay, your card details are collected and processed by Stripe on its own secure systems — Fondly does not receive, see or store your full card number, CVC or full card expiry. We receive only confirmation of payment and limited billing information (such as billing name and country) to manage your order, refunds and any disputes. Stripe processes this data as an independent controller/processor under its own terms and privacy policy.

Order fulfilment. To process and fulfil your order we use your delivery address, recipient name and address, order contents and personalisation content (names, dates, coordinates, phrases and any uploaded photo) to make your keepsake, quality-check it and hand it to a delivery carrier. Order fulfilment data is retained with your order record for accounting and consumer-law purposes.

Delivery and carriers. Our shipping carriers receive the recipient name and delivery address needed to deliver the parcel and to provide tracking. For cross-border orders, limited details may be shared with customs authorities as required by law, and duties or import taxes may apply on delivery.

Returns, exchanges and support. Returns, exchanges and order-support requests are handled by our customer-care team using your order, contact and delivery data.

Payment and billing data. Billing name, billing country and payment confirmation are processed by our payment provider (Stripe) to take payment, issue refunds and manage disputes; we never receive or store your full card number.

Photos you upload are used solely to create an illustrated, stylised version for your order and to show you a preview. We do not sell them, use them to train third-party models, or reuse them for other customers. You grant us a limited licence to process the image for your order only. Uploaded photos are deleted after the order-completion retention period below. You are responsible for having the right to use anything you upload.

• Hosting & infrastructure: our cloud hosting and database providers (Vercel and Supabase) store the site and order data.
• Payments: Stripe processes payments and related billing data.
• Email: our transactional email provider sends order and support emails.
• Delivery: shipping carriers deliver your parcel.
• Professional advisers & authorities: where required by law (e.g. tax, fraud prevention).
• We do not sell your personal information or share it for cross-context behavioural advertising.

We ship worldwide and use processors that may store or process data outside your country, including outside the UK/EEA. Where personal data is transferred internationally, we rely on appropriate safeguards such as adequacy decisions or standard contractual clauses, so your data stays protected.

• Order, payment and tax records: retained for up to 6 years to meet accounting and consumer-law duties.
• Uploaded photos and personalisation previews: deleted within 90 days of order completion (sooner on request where we no longer need them).
• Marketing contacts: until you unsubscribe or withdraw consent.
• General account and enquiry data: no longer than 24 months after your last interaction, unless a longer legal period applies.

We use HTTPS/TLS encryption in transit, access controls, and reputable processors with their own security programmes. No method of transmission or storage is completely secure, but we take reasonable measures to protect your data and review them regularly.

Depending on where you live, you may have the right to:

• Access the personal data we hold about you and receive a copy.
• Correct inaccurate data or complete incomplete data.
• Delete your data ("right to be forgotten") where applicable.
• Object to or restrict certain processing, including direct marketing.
• Data portability — receive your data in a portable format.
• Withdraw consent at any time where we rely on consent.
• California residents: the right to know, delete, correct, and to opt out of the "sale" or "sharing" of personal information, without discrimination. We do not sell or share personal information as defined by the CCPA.

To exercise any right, email support@reeidunderheat.shop. We respond within the timeframes required by law.

Fondly does not sell your personal information and does not share it for cross-context behavioural advertising. If this ever changes, we will update this policy and provide a clear opt-out mechanism before doing so.

We use essential cookies to run the cart, checkout and security features. Any non-essential analytics cookies are used only with your consent. See our cookie policy for the full detail and how to manage your choices.

We do not make solely automated decisions that produce legal or similarly significant effects about you. Our store is not directed to children: it is not for anyone under 13, and customers aged 13–17 must have a parent or guardian's consent to use the site and place an order. We do not knowingly collect data from children under 13.

Please contact us at support@reeidunderheat.shopwith any privacy concern and we'll try to resolve it. You also have the right to complain to a data protection authority — in the UK, the Information Commissioner's Office (ICO); in the EEA, your local supervisory authority.