Privacy Policy

This policy explains what personal data MyoMaster collects when you visit www.myomaster.com, buy from us or contact us, why we use it, who we share it with, how long we keep it, and your rights. You can print it from your browser for your records.

Who we are

MyoMaster Ltd (“MyoMaster”, “we”, “us”) is the controller of your personal data. We are registered in England and Wales under company number 11226168 with our registered office at 65-69, Walton Road, East Molesey, Surrey, KT8 0DP. Our VAT number is GB357065978.

If you have any questions about this policy or your personal data, contact us at [privacy email] or write to us at contact@myomaster.com.

We follow UK data protection law, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

What we collect

Identity and contact details: your name, email address, phone number, and delivery and billing addresses.
Order details: what you buy, your order history, returns, refunds and warranty claims.
Payment details: payments are handled by our payment providers (see below). We see limited details, such as the last four digits of your card, but we never see or store your full card number or bank login.
Account details: your login details and preferences if you create an account or use Shop Pay.
Communications: emails, chat messages, phone calls, product reviews and survey answers. We may record phone calls for training and quality purposes; we’ll tell you at the start of the call.
Technical and usage data: your IP address, device and browser type, the pages you visit, what you click, and how you arrived at our site.
Marketing preferences: whether you’ve agreed to hear from us, and how you’ve interacted with our emails and texts.

We don’t ask for health information. If you choose to tell us about an injury or medical condition, for example when asking which product suits you, we’ll use it only to answer your question, with your consent, and won’t keep it longer than we need to.

If you don’t give us the details we need to process your order, such as a delivery address, we won’t be able to complete it.

Where we get your data

Most data comes directly from you. Some is collected automatically through cookies and similar technologies when you use our site (with your consent where required). We also receive data from our payment providers, delivery companies, advertising and social media platforms, and review platforms.

How we use your data and our lawful basis

To process, deliver and support your order, including returns, refunds and warranty claims. Lawful basis: performance of our contract with you.
To answer your questions and provide customer service. Lawful basis: contract, or our legitimate interest in helping our customers.
To take payments and prevent fraud. Lawful basis: contract, our legitimate interest in preventing fraud, and legal obligations.
To keep tax and accounting records. Lawful basis: legal obligation.
To send you marketing emails and texts. Lawful basis: your consent. If you’ve bought from us, we may email you about similar products unless you opt out, as PECR allows; you can opt out at any time.
To show you personalised ads, including remarketing on other websites and social media. Lawful basis: your consent, given through our cookie banner.
To understand how our site is used and improve it, including analytics and testing new page designs. Lawful basis: your consent for non-essential cookies; our legitimate interest in running a secure, working website for essential functions.
To invite and publish reviews and run surveys. Lawful basis: our legitimate interest in improving our products and service.
To establish, exercise or defend legal claims. Lawful basis: our legitimate interests.

Where we rely on legitimate interests, we’ve balanced our interests against your rights. You can ask us for details.

We don’t make decisions about you based solely on automated processing that have legal or similarly significant effects. If you use a buy now, pay later service, that provider may run its own automated credit or affordability checks under its own privacy policy.

Who we share your data with

We share your data only where needed for the purposes above. We never sell your personal data.

E-commerce platform and hosting: Shopify (Shopify International Limited), which runs our online store, Gorgias customer service Platform.
Payment providers, Klarna Financial Services UK Limited, PayPal UK Ltd, Super Payments Limited, and Shop Pay. Credit products (Klarna Pay in 3 and Pay in 30 days, PayPal Pay in 3), Recharge, involve eligibility and affordability checks, which these providers carry out as separate controllers under their own privacy policies.
Delivery and warehouse partners: Fidelity Fulfilment, WalkerPack, GNC Logistics, Higher Jump Logistics, DPD, Royal Mail, DHL, Fedex, GNC Logistics, to deliver your order and send tracking updates.
Email and text messaging: Klaviyo to send order updates and, with your permission, marketing.
Analytics and advertising: Anthropic, Google (Analytics, Ads, Tag Manager), Meta (Facebook and Instagram), Microsoft (Advertising and Clarity), used only with your consent through our cookie banner.
Reviews and surveys: Trust Pilot, Loox.
Security and performance: Cloudflare, which protects our site and helps it load quickly.
Professional advisers, such as lawyers, accountants and insurers.
Authorities, such as HMRC, the police or regulators, where the law requires it.
A buyer of our business, if we sell or merge all or part of it, who would have to treat your data in line with this policy.

Our service providers act on our instructions and must keep your data secure. Some providers, such as payment and advertising platforms, also use data for their own purposes as separate controllers; their own privacy policies apply to that use.

International Data Transfer Agreement or Addendum. Contact us for more information about these safeguards.

How long we keep your data

Orders, invoices and payments: six years from the end of the financial year of your purchase, to meet tax and accounting rules.
Warranty and claims records: up to six years after purchase, in case of legal claims.
Your account: until you close it, after which order records are kept as above.
Marketing: until you unsubscribe or withdraw consent. We keep a short record of your opt-out so we don’t contact you again.
Cookies: as set out in our Cookie Policy.

When we no longer need your data, we delete it securely or anonymise it.

Marketing

We’ll only send you marketing with your permission or, if you’re an existing customer, about similar products unless you’ve opted out. You can unsubscribe at any time using the link in any email, by replying STOP to any text, or by contacting us. We won’t share your details with other companies for their own marketing.

We use essential cookies to make our site work. We only use analytics, advertising and other non-essential cookies if you agree through our cookie banner, and you can change your choices at any time. Full details are in our Cookie Policy found at Myomaster.com.

Your rights

Under UK data protection law you have the right to:

access your personal data and get a copy of it
correct data that is inaccurate or incomplete
delete your data in some circumstances
restrict how we use your data in some circumstances
object to our use of your data where we rely on legitimate interests, and to object at any time to direct marketing
data portability: receive data you gave us in a commonly used format, or have it sent to another organisation
withdraw consent at any time, where we rely on your consent; this won’t affect anything we did before you withdrew it

To use any of these rights, contact us at Contact@myomaster.com. It’s free, and we’ll respond within one month. If your request is complex, we may extend this by up to two more months and will tell you why. We may need to confirm your identity first.

Keeping your data secure

We use appropriate technical and organisational measures to protect your data, including encryption, access controls and working only with providers who meet strong security standards. No online system is completely secure, so please keep your account password safe.

Children

Our website and products are intended for adults. We don’t knowingly collect personal data from anyone under 18. If you think a child has given us their data, please contact us and we’ll delete it.

How to complain

If you’re unhappy with how we’ve handled your personal data, please contact us first at Contact@myomaster.com. You can complain in any way that suits you. We’ll acknowledge your complaint within 30 days, look into it without undue delay, and tell you the outcome.

Changes to this policy

We may update this policy from time to time. We’ll post the latest version on this page with the date it was last updated. If we make significant changes, we’ll let you know by email or on our website.