Privacy Policy

The information we collect

We collect personal information when you browse the site, create an account, place an order, contact us or interact with features such as reviews or our chat assistant. We do not collect more than we need for these purposes. The main categories are:

• Identity and contact information: your name, email address, billing and delivery address and phone number
• Order and payment information: what you have bought and your order history. Card payments are processed by Stripe, we never see or store your full card number
• Account information: the details held in your account and your login history
• Communications: emails you send us, messages through our contact form and conversations with our website chat assistant
• Reviews: any product review you choose to leave
• Attribution: your answer to our optional 'how did you hear about us' question, if you choose to answer it
• Marketing preferences: whether you have opted in or out of our newsletter
• Technical data: your IP address, browser type and the pages you visit, collected through cookies and analytics

Our customers are adults. We do not knowingly collect information about children, and you do not need to give us any information about your child to use our products.

How we use it and our lawful bases

UK data protection law requires us to have a valid reason, known as a lawful basis, for every use we make of your personal information. The main uses, and the basis we rely on for each, are:

• To fulfil your order and provide your downloads (necessary for our contract with you)
• To personalise purchased PDFs with your email address and password protect them, which protects our content and your copy (our legitimate interests)
• To provide customer support, including through our chat assistant (our legitimate interests)
• To send service emails about your order, such as confirmations and dispatch notices (necessary for our contract with you)
• To send our newsletter, only where you have given consent, you can unsubscribe at any time using the link in every email (your consent)
• To keep order records for tax and accounting purposes (our legal obligation)
• To understand how the site is used and to improve it (our legitimate interests)
• To prevent fraud and misuse of our site and content (our legitimate interests)

Where we rely on our legitimate interests, we have thought carefully about whether this is fair and proportionate, and you have the right to object, see 'your rights' below.

Who we share it with

We never sell your personal information. We share it only with the following categories of provider, and only as much as each needs to do its job:

• Stripe, to process payments, including Clearpay and Klarna where you choose these at checkout
• Delivery couriers, currently Evri and UPS, who receive your name, address and contact details so they can deliver your order
• Mailchimp, to send our newsletter, if you have subscribed
• Stamped, to manage product reviews, if you choose to leave one
• ProveSource, to display the recent purchase notifications that appear in the corner of the site, using only a first name and a town or city
• AI providers, who power our website chat assistant. The text of your conversation is processed to generate replies. Please do not enter payment details into the chat
• Our website hosting, security and performance providers
• Professional advisers and authorities, where the law requires us to share information

Some of these providers process data outside the UK. Where they do, we rely on their UK approved safeguards, such as the UK International Data Transfer Agreement or relevant adequacy regulations, to keep your information protected.

A note on purchase personalisation

Because our products are digital files that can otherwise be copied and shared freely, we personalise every purchase. Purchased PDFs carry your email address watermarked onto the file, and are password protected using that same email address. This is how we protect our copyright and identify your copy as yours, and it is explained further in our terms and conditions.

The site may also show a small recent purchases notice to other visitors, of the kind you may have seen on other shopping sites. This shows only a first name and a town or city, never any contact or payment details, and is intended simply to reassure visitors that real families are buying our papers.

Cookies

Cookies are small files stored on your device when you visit a website. They help the site work properly and let us remember your preferences from one visit to the next, without them, features such as your basket would not function. We use three categories of cookie:

You can manage cookies through the cookie banner when you first visit the site, or through your browser settings. Please note that blocking essential cookies will stop the basket and checkout from working. If you would like to opt out of Google Analytics specifically, you can use Google's opt out browser add on.

How long we keep it

We do not keep personal information for longer than we need it. How long that is depends on why we collected it in the first place:

• Order and transaction records: 6 years after purchase, as required by UK tax and accounting law
• Account information: for as long as you keep your account, we will delete it on request
• Marketing data: until you unsubscribe
• Chat and support conversations: only for as long as needed to help you and to improve the service
• Analytics: kept in aggregated form

Your rights

UK GDPR gives you a number of rights over your own personal information, and we want to make it easy for you to use them. Specifically, you have the right to:

• Access the personal information we hold about you
• Have inaccurate information corrected
• Ask us to erase your information
• Restrict how we use your information
• Receive your information in a portable format
• Object to how we use your information
• Withdraw consent at any time, where we rely on consent

To exercise any of these rights, email us at [email protected] and we will respond within one month. You can also complain to the Information Commissioner's Office at ico.org.uk, though we would welcome the chance to resolve any concern with you first.

Security

We take the security of your personal information seriously. We use HTTPS across the whole site so that data sent to and from your browser is encrypted, and we work with reputable UK and EU grade hosting and security providers. Access to your personal information within our own team is limited to those who need it to do their job, and your payment details are handled entirely by Stripe and never pass through our own systems.

No method of transmitting or storing data online can be guaranteed completely secure, but we keep our systems and practices under regular review and act quickly on any concern.

Changes and contact

We may update this policy from time to time, for example when we start using a new supplier or when the law changes. We will revise the date at the top of this page whenever we do, and encourage you to check back occasionally, particularly if you have any concerns about how your information is used.

If you have any questions about this policy or how we handle your information, please get in touch, we are happy to help.