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Privacy Policy

Last updated 1 March 2026

This policy explains what Novlo collects, why, and how to make us delete it. It applies to getnovlo.com and every Novlo product that connects to the internet.

What we collect

  • Order data — name, shipping address, email and phone, kept for seven years because tax law requires it.
  • Payment data — handled entirely by Stripe and PayPal. We see the last four digits and the card brand, nothing more.
  • Device data — for connected products, the serial number and firmware version. Not location, unless you enable tracking on a NovTag, in which case it is stored for 30 days and then deleted.
  • Site analytics — aggregated page views and conversion events. IP addresses are truncated before storage.
  • Support messages — the content of what you send us, kept for two years.

What we do not do

  • We do not sell personal data. Not to brokers, not to advertisers, not to anyone.
  • We do not use your pet's location data for marketing, ever.
  • We do not run cross-site advertising pixels that follow you after you leave.
  • We do not require an account to buy anything.

Who we share with

Only processors who are necessary to fulfil an order: our payment providers (Stripe, PayPal), our fulfilment warehouse in Columbus, and our carriers (UPS, DHL, Royal Mail). Each is bound by a data processing agreement and may not use your data for their own purposes.

Your rights

Under GDPR, UK GDPR and CCPA you may request access, correction, deletion, portability or restriction of your data. Email [email protected] and we respond within 30 days. We do not charge for this and we do not require you to justify the request.

You may also object to direct marketing at any time using the unsubscribe link in any email, or by replying with "stop".

Cookies

We use four cookies: a cart cookie (essential), a session cookie (essential), one analytics cookie, and one preference cookie that remembers whether you dismissed the newsletter popup. Details are on the Cookie Policy page.

Children

Our store is not directed at children under 16 and we do not knowingly collect their data. If you believe a child has submitted personal information, contact us and we will delete it.

Data retention

Order records: 7 years (tax). Support messages: 2 years. Tracking location history: 30 days. Analytics: 14 months. Marketing consent records: until withdrawn plus 3 years.

Security

All traffic is TLS 1.2 or higher. Order data sits in an encrypted database in the EU (Frankfurt), with access limited to four staff members and logged. We run quarterly access reviews and annual penetration tests.

Contact

Data controller: Novlo Ltd. Questions or complaints: [email protected]. If you are in the EU or UK and are unsatisfied with our response, you may complain to your national data protection authority.