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.
2. Who We Are
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/uk
As the controller, we decide how and why your personal information is used.
3. The Information We Collect
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
4. How We Use Your Information
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
5. Age Verification
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.
6. Marketing
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.
7. Cookies and Similar Technologies
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.
8. Automated Decision-Making
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.
9. Sharing Your Information
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.
10. International Transfers
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.
11. Data Security
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.
12. How Long We Keep Your Information
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
13. Your Rights
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.
14. Complaints
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.
15. Changes to This Privacy Policy
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.
16. Contact Us
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/uk
ADULTS ONLY
This website contains nicotine products intended for adults 18 years of age and older only. Please ensure you are 18 years of age or older to continue.
