Privacy Policy

Overview

This Privacy Policy explains how Nova Balance Products, operating novabalanceproducts.com, gathers, uses, discloses and safeguards information collected when you visit the site, place an order, contact customer service, enrol in a recurring programme, or engage with our marketing.

By continuing to use this site you accept the practices described here. If you do not agree with them, please do not use the site.

1. Information we collect

We collect information in three ways. Directly from you — your name, shipping and billing address, email address, telephone number, order contents and any preferences or messages you send us. Automatically — through your browser and device, including IP address, device and browser identifiers, pages viewed, referring pages and shopping activity on the site. From service providers — limited information from payment, fulfilment, analytics and fraud-prevention partners acting on our behalf.

Full payment card numbers are passed directly to our payment processor over an encrypted connection and are not written to our systems.

2. Sources of information

Information reaches us from your own actions on the site (placing an order, contacting support, submitting a review), from automatic collection through cookies and similar technologies, and from service partners including payment processors, fulfilment providers, analytics vendors and marketing platforms.

3. Cookies and tracking technologies

We use cookies, pixels, tags, web beacons and similar technologies to operate the site, remember your shopping bag and preferences, process transactions, detect fraud and measure advertising. Your browser can be configured to limit or refuse cookies; doing so may prevent checkout from functioning correctly.

Your shopping bag is stored in your own browser’s local storage so it survives a page refresh, and is cleared once your order is confirmed.

4. How we use personal information

We use personal information to process and fulfil purchases, administer recurring programme enrolments, provide customer service, prevent and investigate fraud, improve the website and our products, send communications you have asked for, comply with legal obligations, and resolve disputes.

5. Order and transaction information

We keep records of the products purchased, the prices and shipping charges applied, taxes, payment status, order and shipment dates, tracking details, refunds issued and, where applicable, recurring billing history. These records are retained for customer service, accounting, fraud prevention and legal compliance.

6. Recurring programme information

Where you enrol in the Comfort Balance Monthly programme, we use your personal information to manage the enrolment, process the recurring payment, fulfil each shipment, action cancellation requests and notify you of billing changes. Payment authorisation details are retained by our payment service providers, not by us.

7. Marketing communications

Where permitted by law we may use your contact details to send promotional messages about products and offers. Every marketing email carries an unsubscribe link. Unsubscribing from marketing does not stop non-promotional messages about your order, your account or a recurring enrolment. Any consent to receive text messages is optional and can be withdrawn using the instructions in the message.

8. How we disclose information

We share information with service providers who perform functions on our behalf (payment processing, fulfilment, hosting, analytics, customer service), with payment processors and financial institutions to complete transactions and investigate disputes, with shipping carriers to deliver your order, and with authorities where required by law or to protect our rights. Information may also transfer in connection with a merger, acquisition or sale of assets, where permitted by law.

We do not sell personal information in exchange for money.

9. Advertising and analytics

We work with advertising and analytics providers who may record site visits, product views, shopping activity, purchases, device identifiers and browser information for analytics, attribution, fraud prevention and personalised advertising. Some jurisdictions classify this kind of activity as a “sale” or “sharing” of personal information, and where that is the case you may opt out as described in Sections 13 to 15.

10. Do Not Track and privacy preference signals

Because there is no universal standard for “Do Not Track” browser signals, this site may not respond to them uniformly. Where the law requires it, we do recognise legally applicable browser-based opt-out preference signals for the sale or sharing of personal information and for targeted advertising.

11. Data security

We maintain administrative, technical and physical safeguards including secure networks, access controls, encryption in transit and fraud monitoring. No method of transmission over the Internet or electronic storage system can be guaranteed to be completely secure, and we cannot guarantee absolute security.

12. Data retention

We retain information for as long as reasonably necessary to provide our services, process and support orders, administer recurring programmes, maintain business and accounting records, resolve disputes, prevent fraud and comply with legal obligations. Retention periods vary by category of information and by the legal requirement that applies to it.

13. Your privacy choices

Depending on where you live, you may have the right to access the personal information we hold about you, to correct or delete it, to obtain a portable copy, to know the categories we collect and disclose, to opt out of targeted advertising or the sale or sharing of personal information, to withdraw consent, and to appeal a decision on your request.

To exercise any of these rights, email support@novabalanceproducts.com or call (800) 707-9928. We may need to verify your identity before acting on a request. We do not discriminate unlawfully against anyone for exercising a privacy right.

14. California privacy rights

California residents may request the categories of personal information we have collected, the sources it came from, our business purposes for collecting it, the categories of third parties it was disclosed to, and the specific pieces of information we hold. They may request correction or deletion, opt out of the sale or sharing of personal information, and receive equal service and pricing for exercising these rights.

Categories we may collect include identifiers, customer records, commercial information, internet or network activity, approximate geolocation inferred from IP address, and information you volunteer. We do not sell personal information for money, but the advertising and analytics technologies described in Section 9 may constitute a “sale” or “sharing” under California law.

15. Other U.S. state privacy rights

Residents of certain other states have rights that may include access, correction, deletion, portability, opting out of targeted advertising, opting out of profiling with legal or similarly significant effects, and appealing a decision on a request. Verified requests are processed in accordance with applicable law — email support@novabalanceproducts.com.

16. Children’s privacy

This site is not directed to children under 13 and we do not knowingly collect personal information from them. If we learn that we have collected information from a child under 13, we will delete it as required by law. If you believe a child has provided us with personal information, contact support@novabalanceproducts.com.

17. International users and data transfers

We operate from the United States. If you use this site from outside the United States, your information will be transferred to, stored in and processed in the United States or in the locations of our service providers. Privacy protections in those countries may differ from those in your own. Where required, we rely on legally recognised transfer mechanisms or safeguards.

18. EEA and UK privacy rights

If you are in the European Economic Area or the United Kingdom you may have the right to access, correct or delete your personal data, restrict or object to its processing, receive it in a portable format, withdraw consent, and lodge a complaint with your supervisory authority. Our legal bases for processing include performance of a contract, compliance with a legal obligation, our legitimate interests, and your consent. Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

19. Third-party websites

This policy applies only to novabalanceproducts.com. We are not responsible for the privacy practices of any third-party website reached from a link on this site, and we encourage you to read their policies before providing information.

20. Changes to this privacy policy

We may update this policy to reflect changes in our business, technology or the law. The revision date at the top of this page is updated whenever the policy changes. Continued use of the site after a change indicates acceptance, to the extent permitted by applicable law.

21. Contact us

Privacy enquiries and rights requests can be sent to:

support@novabalanceproducts.com
(800) 707-9928, Monday to Friday, 9am–6pm Mountain Time

Please include enough information for us to identify you and your request. We may ask for additional verification before we act on it.