Privacy Policy

This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, create an account, place an order, subscribe to recurring deliveries, contact us, or otherwise interact with us.

We are committed to protecting your privacy and handling your personal information in accordance with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

This Privacy Policy applies to personal information collected through our website and related customer service channels.

VitanicVision (UK) Limited (“we”, “us”, “our”) is the controller of your personal information for the purposes of applicable data protection law.

Registered address: DEPT 4137, 196 HIGH ROAD
WOOD GREEN
LONDON
UNITED KINGDOM N22 8HH
Email: cs@qola.com

As the controller, we decide how and why your personal information is used.

We may collect the following categories of personal information:

3.1 Information you provide directly

• Full name
• Billing and delivery address
• Email address
• Phone number
• Date of birth
• Account login details
• Payment-related information
• Subscription preferences
• Customer support messages
• Marketing preferences
• Product reviews or feedback
• Any other information you choose to provide

3.2 Order and transaction information

• Products purchased
• Order number
• Order value
• Delivery method
• Subscription history
• Refunds and returns
• Payment status

3.3 Age verification information

To comply with legal and regulatory obligations for nicotine products, we may collect and process information required to verify your age and identity, such as:

• Name
• Address
• Date of birth
• ID verification details
• Age verification result

3.4 Technical and usage information

When you use our website, we may automatically collect:

• IP address
• Browser type and version
• Device type
• Operating system
• Time zone
• Pages visited
• Website interactions
• Referral source
• Cookie and tracking data

3.5 Communications data

We may keep records of:

• Emails
• Chat messages
• Contact form submissions
• Customer support interactions

We use your personal information for the following purposes:

4.1 To process and fulfil your orders

We use your information to:

• Process purchases
• Take payment
• Arrange delivery
• Provide order updates
• Manage returns, refunds and complaints

Lawful basis: Contract

4.2 To manage your account

We use your information to:

• Create and manage your account
• Authenticate logins
• Save preferences
• Provide account-related support

Lawful basis: Contract

4.3 To provide subscription services

Where you subscribe to recurring deliveries, we use your information to:

• Manage recurring orders
• Process recurring payments
• Send subscription reminders and service notices
• Allow you to pause, skip, edit or cancel subscriptions

Lawful basis: Contract

4.4 To verify your age

Because we sell nicotine products, we are required to take reasonable steps to ensure customers are at least 18 years old.

We will be using third-party age verification providers to confirm your age and identity.

Lawful basis: Legal obligation

4.5 To communicate with you

We use your information to:

• Respond to enquiries
• Handle complaints
• Provide customer service
• Send important account or order notices

Lawful basis: Contract / Legitimate interests

4.6 To send marketing communications

Where you have opted in, we may send you:

• Email marketing
• SMS marketing
• Promotions
• Product updates
• Special offers
• Cart reminders

You can unsubscribe at any time.

Lawful basis: Consent

4.7 To improve our website and business

We use information to:

• Analyse website performance
• Improve user experience
• Prevent fraud
• Improve products and services
• Understand customer behaviour and trends

Lawful basis: Legitimate interests

4.8 To comply with legal and regulatory obligations

We may process your information where necessary to:

• Comply with legal requirements
• Respond to regulators or authorities
• Prevent fraud or misuse
• Maintain tax and accounting records

Lawful basis: Legal obligation

Because our products contain nicotine and are only intended for adults aged 18+, we will be using third-party age verification services.

This may involve checking the information you provide against trusted sources or asking you to complete additional identity verification.

If age verification cannot be completed successfully, we will refuse or cancel your order.

If you opt in to receive marketing, we may contact you by email or SMS with news, promotions and offers.

You can withdraw your consent at any time by:

• Clicking the unsubscribe link in our emails
• Following the opt-out instructions in SMS messages
• Contacting us directly

We may still send you non-marketing communications relating to your orders, account or subscriptions.

We use cookies and similar technologies to:

• Make the website function properly
• Remember your preferences
• Analyse traffic and performance
• Personalise content
• Measure marketing effectiveness

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

Please see our Cookie Policy for more details.

We may use automated processes in connection with age verification and fraud prevention.

Where such processing has a legal or similarly significant effect, you may have rights under applicable data protection law.

We may share your personal information with trusted third parties where necessary, including:

• Payment providers
• Age verification providers
• Delivery and fulfilment partners
• Customer support tools
• IT and website service providers
• Analytics providers
• Email and SMS marketing platforms
• Professional advisers such as lawyers, accountants and auditors
• Regulatory authorities, law enforcement or government bodies where required
• Group companies or business transferees in connection with a reorganisation, merger or sale

We require third parties processing data on our behalf to protect it appropriately.

Some of our service providers may process your personal information outside the United Kingdom.

Where this happens, we will take appropriate steps to ensure your information is protected, such as using approved contractual safeguards or relying on adequacy regulations where available.

We take appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no online transmission or storage system can be guaranteed to be completely secure.

We keep your personal information only for as long as necessary for the purposes described in this Privacy Policy, including to meet legal, tax, accounting and regulatory requirements.

In general:

• Account information is kept while your account remains active
• Order information is kept as required for legal and tax purposes
• Marketing data is kept until you unsubscribe or withdraw consent
• Customer service records are kept as long as reasonably necessary to manage the issue
• Suppression records may be retained so we can respect your marketing opt-out preferences

Subject to applicable law, you may have the right to:

• Access the personal information we hold about you
• Correct inaccurate or incomplete information
• Request deletion of your information
• Restrict certain processing
• Object to processing based on legitimate interests
• Withdraw consent at any time where processing is based on consent
• Request transfer of your information to another provider
• Lodge a complaint with the UK Information Commissioner’s Office (ICO)

To exercise your rights, please contact us using the details below.

If you have concerns about how we handle your personal information, please contact us first and we will try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office (ICO) in the United Kingdom.

We may update this Privacy Policy from time to time.

Any changes will be posted on this page and, where appropriate, notified to you by email or through the website.

If you have any questions about this Privacy Policy or your personal information, please contact us:

VITANICVISION (UK) LIMITED
DEPT 4137, 196 HIGH ROAD
WOOD GREEN
LONDON
UNITED KINGDOM N22 8HH
Email: cs@qola.com