Privacy policy

Balance Recovery operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Balance Recovery is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

• Contact details including your name, address, billing address, shipping address, phone number, and email address.
• Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
• Account information including your username, password, security questions, preferences and settings.
• Transaction information including the items you view, put in your cart, add to your Wishlist, or purchase, return, exchange or cancel and your past transactions.
• Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
• Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
• Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

• Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
• Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
• From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
• From our partners or other third parties.
• From publicly accessible sources, including an organisation's own website, published press and trade coverage, and public records such as Companies House and local authority planning registers, where we hold business contact details for marketing to businesses.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

• Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfil your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
• Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
• Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
• Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
• Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

• With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and shipping).
• With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites. .
• When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
• With our affiliates or otherwise within our corporate group.
• In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Advertising, Measurement and Cookies

We advertise using Google Ads (and occasionally Meta). To understand which of our adverts lead to enquiries and sales, including sales completed by phone, email, WhatsApp or invoice rather than through our online checkout, we do the following only if you accept marketing cookies in our cookie banner:

• When you arrive on our website from an advert or a tagged link, we store in your browser the advert click identifier (for example Google's "gclid", "gbraid" or "wbraid", or Meta's "fbclid"), the campaign and keyword information in the link, the page you landed on, the website that referred you, and the date. We keep the details of your first and most recent visit for up to 90 days.
• If you then send us an enquiry or book a consultation, these details are attached to your enquiry so we know how you found us.

You can change your choice at any time using the cookie settings link on our website. If you decline or withdraw consent, we don't store these details and we delete any we have already stored in your browser.

Measuring sales with Google. When an enquiry becomes a sale, we may send Google Ads the advert click identifier, the date and value of the sale, and your email address and phone number. Your email and phone are converted into a scrambled, one-way code ("hashing") before Google matches them. Google uses this only to tell us which adverts led to sales and to improve how our adverts are shown. It doesn't receive your name, address or details of what you bought. You can object to this at any time by contacting us (see "Contact"), and we will stop including your details in future uploads.

Service Providers We Use for Enquiries and Sales

As well as Shopify, we use these providers to handle enquiries, manage customer relationships and measure advertising. They process personal information on our behalf or as independent controllers under their own privacy notices:

• Google (Google Ads, Google Workspace / Google Sheets): advertising, measurement, and recording enquiries and sales.
• Pipedrive: our customer relationship management (CRM) system, where we record enquiries, quotes and sales.
• Klaviyo: email marketing, if you sign up to our emails.
• Calendly: booking consultations.
• Tidio: live chat on our website.
• Make: connecting our online store to our CRM.
• Meta (WhatsApp): if you contact us on WhatsApp.

Some of these providers store or process data outside the UK. Where they do, we rely on the transfer safeguards described under "International Transfers".

Our Lawful Bases (UK and EEA)

Under UK GDPR, we rely on the following lawful bases:

What we do	Lawful basis
Responding to your enquiry, preparing quotes, and fulfilling and supporting your order	Taking steps at your request before a contract, and performing our contract with you
Storing advert click and campaign details in your browser, and using them to attribute your enquiry	Your consent (cookie banner)
Sending hashed contact details and sale values to Google Ads to measure which adverts lead to sales	Our legitimate interests in measuring and improving our advertising. You can object at any time
Recording enquiries and sales in our CRM and reporting systems	Our legitimate interests in running and improving our business, and performing our contract with you
Marketing emails	Your consent, or our legitimate interests for existing customers about similar products, with an unsubscribe option in every email
Keeping financial records	Legal obligation

How long we keep it. Browser-stored advert details: up to 90 days. Enquiries that don't become sales: 2 years after our last contact. Customer and sales records: 6 years after the sale, to meet tax and accounting obligations.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted. As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

• Right to Access / Know. You may have a right to request access to personal information that we hold about you.
• Right to Delete. You may have a right to request that we delete personal information we maintain about you.
• Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
• Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
• Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority. For the EEA, you can find a list of the responsible data protection supervisory authorities here.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Business contact details and marketing to businesses

This section explains how we handle the contact details of people who work at organisations we approach about our commercial range. It applies whenever we hold business contact details for someone who has not bought from us and did not give us those details themselves — whether or not we have contacted you yet.

Who we are. Balance Recovery is a trading name of JG Commerce Ltd, registered in England and Wales, company number 14724338, registered office 10 Blue Sky Way, Monkton Business Park South, South Tyneside, NE31 2EQ. JG Commerce Ltd is the data controller and has not appointed a Data Protection Officer. Our business-to-business emails are sent from balancerecoverytrade.co.uk, which is our outreach domain and is operated by us.

What we hold. A limited set of business information: your name, your job title or role, your business email address, the name and location of the organisation you work for, and its Companies House number where relevant. We also hold our own research notes — a short summary of the organisation's facilities or published plans and our view of whether our products would suit it, including any estimate we make of the possible size or timing of a project — together with a record of any contact between us, including your replies. We do not seek out home addresses or personal telephone numbers. Where a business publishes only a personal-style email address, we treat that address as a business contact detail. We do not ask for or seek health information or any other special category data.

Where we got it. From publicly accessible sources: the organisation's own website, its published press and trade coverage, and other public records such as Companies House and local authority planning registers. We did not obtain it from you. We do not buy or rent marketing lists, and we do not take business contact details from social media profiles.

Why we process it, and our lawful basis. We process these details to contact organisations about commercial saunas, ice baths, hot tubs, steam rooms and related recovery equipment and installation services, and to follow up where there is interest. Our lawful basis is legitimate interests under Article 6(1)(f) of the UK GDPR. The interest we are pursuing is promoting our commercial products and installation services to businesses whose sector, facilities or published plans suggest a professional need for them. We have weighed that against your rights and consider the impact to be limited: we approach you in your professional capacity, at a published business address, about something relevant to your role, and we stop as soon as you ask us to. We do not track whether you open our emails or click links in them.

Who else sees it. We do not sell your details and we do not share them with other organisations for their own marketing. They are handled on our behalf by the suppliers we use to run the business: our email sending platform, our email and office software provider, and the spreadsheet and file storage we keep our records in. Some of these are based in the United States. Where your details are transferred outside the UK we rely on the transfer mechanisms set out in the International Transfers section of this policy. You can ask us about those arrangements using the contact details below. Separately, if a project goes ahead, we may pass your name, contact details and site address to the subcontractors carrying out survey, groundworks or installation work — only where it is needed to do the job.

How long we keep it. We keep business contact details for 24 months, after which they are deleted. The 24 months runs from our last meaningful contact with you — a reply, a conversation, a quotation or an order. If you never respond to us, it runs instead from the date we obtained your details, so the clock always starts. Objections are handled differently, as set out below.

Your right to object to marketing

You can tell us at any time to stop using your details for marketing. This right is absolute. We do not weigh it against our own interests, you do not need to give a reason, there is no cost, and we will stop.

To object, do any of these: reply to any email from us and say so, in any words you like; email contact@balancerecovery.co.uk; or call 0333 090 3557.

What happens then. We stop marketing to you and mark your record so that no future campaign can include you. If you also ask us to delete your details, we will — and once you have objected to marketing there is no basis on which we would refuse.

One thing we keep either way: your email address, the organisation it belongs to, and the fact and date of your objection. We keep that indefinitely and we will not delete it, because it is the only way we can be sure not to contact you again — without it, the same public listing that brought you to our attention in the first place would bring you back. We keep nothing more than is needed for that, and we do not use it for marketing.

Your other rights

You can ask us for a copy of what we hold about you, ask us to correct anything that is wrong, ask us to delete it, or ask us to limit how we use it. Contact us using the details above. We will normally reply within one month; if a request is unusually complex we may need up to two further months, and we will tell you if that happens and why.

No automated decision-making. We do not make decisions about you by automated means, and we do not carry out profiling that produces legal or similarly significant effects. Our assessment of whether an organisation might suit our products is made by a person.

Complaints. If you are unhappy with how we have handled your details, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office at any time, at ico.org.uk or on 0303 123 1113.

This section was last updated on 5 October 2026.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at contact@balancerecovery.co.uk. For the purpose of applicable data protection laws, we are the data controller of your personal information.