Privacy policy

RaiRai respects your privacy and is committed to protecting your personal data (which includes 'personal information'). This privacy statement informs you how we look after your personal data when you visit our website or purchase goods from us. It will also tell you about your privacy rights and how the law protects you.

At RaiRai, we recognise and respect the importance of your privacy and want you to know what your personal data is being used for and that it is being kept safe. As a UK company we comply with local data protection laws and relevant principles. The privacy legislation act we comply with is the UK General Data Protection Regulation 2016/679 ("UK GDPR") and national laws implementing UK GDPR and any legislation that replaces it in whole or in part and any other legislation relating to the protection of personal data.

Please read the following carefully to understand our views and practices regarding your personal data and how we treat it. You should read this privacy statement, together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you, so you are fully aware of how and why we are using your personal data.

If you do not agree with any term in this policy, please do not use the website or our app or submit any personal data to us.

Important information and who we are

We are the data 'controller' in relation to the personal data you provide to us. This means we determine the purposes and the way in which your personal data is, or will be, processed.

Third-party links

Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements or practices. When you leave one of our websites, we encourage you to read the privacy notice of every website you visit.

Information we collect from you

The personal data we may collect about you includes:

• Identity Data. Includes full name, email or similar identifier, as well as login or viewing history.
• Purchase data. When you purchase something from us, we collect your name, billing address, delivery address, phone number and email address.
• Account data. You may also create a RaiRai account to set up a subscription, as well as enjoy other account benefits such as our loyalty rewards. When you do this we only collect your name, email address, and country, but you can add your postal address, phone number and date of birth at any time.
• Social media account handle. When you interact with us on social media platforms (e.g. Facebook, TikTok, Instagram), we may process your social media account handle and any other personal data you share with us on the relevant platform.
• Correspondence and special category data. If you contact us, we will keep a record of that correspondence. This may occasionally include special category data that you voluntarily give to us, (including any data you share when communicating with our customer service team - e.g. if you report an incident related to a RaiRai product you may provide us with health data for the purposes of explaining that incident). By providing this data, we assume that you are giving your explicit consent for us to process the information for the purpose of investigating and resolving the issue. You have the right to withdraw your consent at any time and we will cease processing any of your special category data once we receive your request, unless we are required to retain the data for legal or regulatory purposes.
• Product development data. If you participate in reviewing or testing RaiRai products, or work with us as a brand ambassador (or in a capacity as a marketing or promotional partner), we may process data relating to your interactions with our products and us. This may include the content of interviews with you, as well as photographs and videos we may take or you might share with us.
• Marketing data. If you consent or are subscribed to receiving updates about our brand, products and other changes we (or our select partners) may use your name and email address to send you such updates by email.
• Payment data. If you are an existing customer or purchase a subscription, we will ask you if you would like us to store your payment card information to speed up the transaction process of future purchases.
• Technical data. When you browse our website or use our app, we may collect some technical information about your visit to our website. For example, this could include, but is not limited to, the IP address used to connect your computer to the internet, your browser type and version, time zone setting and location, and your browser plug-in types and version, phone operating system, software version and phone type.

Our services are not directed at children and we will not process the personal data of children as part of providing our services.

If you provide personal data to us about someone else (such as a member of your family, including a child) you should ensure that you are entitled to disclose that personal data to us and that, without taking any further steps, we may collect, use and disclose that personal data as described in this privacy statement.

How is your personal data collected?

We collect most personal data from and about you through:

• Direct interactions. When you give us your personal data by filling in forms or by corresponding with us in person, by electronic communications including email, social media, by phone, by post, in person or otherwise. This includes personal data you provide when you:
  • apply for or purchase our product;
  • create an account with us;
  • subscribe to our service;
  • request marketing communications be sent to you;
  • enter a competition, promotion or survey;
  • participate in testing our products;
  • become a brand ambassador;
  • give us feedback or leave reviews; and/or
  • contact us.
• Automated technologies or interactions. As you interact with our website, we may automatically collect technical data about your device, browsing activity and patterns. We may collect this personal data by using cookies and other similar technologies. These cookies are used to store information including your preferences, and the pages on the website that you accessed or visited. The information is used to optimise your experience by customising our web page content based on your browser type and/or other information. You can choose to disable cookies through your individual browser options. More detailed information about cookie management with specific web browsers can be found at the Internet browsers' respective websites.
• Third parties or publicly available sources. We may also receive personal data about you from various third party sources, including:
  • publicly accessible sources such as electoral registers;
  • analytics providers such as Google Analytics; and
  • third party organisations with your consent, such as your bank of building society.

Why do we use your personal data?

We will only use your personal data if we have a proper legal reason to do so. Most commonly, we will use your personal data in the following circumstances:

• to perform a contract we are about to enter into or have entered into with you (i.e. when you purchase something from us);
• to comply with a legal or regulatory obligation;
• where we have your consent to do so;
• at any time by contacting us or unsubscribing to relevant communications; and
• for our legitimate interests (or those of a third party) where your interests and fundamental rights do not override those interests.

There may be additional reasons which will be notified to you where they apply.

How do we use your personal data?

Purpose/activity	Type of data	Lawful basis
To set up and run your account	Account data	Our legitimate interest to improve the customer experience of ordering our products
To process your order and register your product	Purchase data Correspondence data Payment data	Performance of a contract with you
To store payment cards	Purchase data Payment data	Consent
To prevent fraudulent transactions	Purchase data Payment data	Our legitimate interest to prevent and combat fraudulent actions
To solve customer service requests and issues	Identity data Account data Purchase data Correspondence data	Performance of a contract with you; Consent where applicable
To send you marketing emails and notifications	Marketing data Technical data Account data Notification data	Consent (You have the right to withdraw your consent and/or change your data preferences at any time by contacting us) Our legitimate interest to promote, and provide information about, our products and services
To allow your participation in our promotions, competitions, or prize draws	Account data Purchase data Correspondence data	Performance of a contract with you
To use cookies in accordance with our Cookie Policy	Technical data	Consent for those cookies that are not strictly necessary
To interact with you on social media	Social media account handle	Our legitimate interest to improve the quality of our customer interactions
To market existing customers about similar products or services that may be of interest, unless you opt-out	Purchase data Marketing data	Our legitimate interests to support customer retention and improve customer interactions
To market using Custom Audiences* on digital platforms	Marketing data	Consent
To undertake market research and analytics, both in-house and using third party partners, such as Experian	Identity data Account data Purchase data Marketing data Technical data Social media account handle	Our legitimate interest to improve our understanding of our customer base so we can improve our products and how we market them
To allow our third party service providers to contact you with suggestions and recommendations about services that may be of interest to you	Marketing data	Consent
To receive customer reviews and carry out product research and development	Account data Purchase data Correspondence Data Product development data	Our legitimate interest to develop and test new products, to improve existing products, and to process and publish the reviews so that prospective customers are better informed about our products

*A Custom Audience is a type of audience made up of our existing customers' demographics and information, that we might use to target new audiences.

We may also use your personal data to obtain a profile of your different interactions with us and to understand your preferences. This is necessary for our legitimate interests of personalising your experience and for tailoring the content, offers and promotions we send to you.

Our processors or third parties may use your personal data for the reasons above on our instructions. Processors and third parties may include e-commerce platforms and apps, customer data platforms, authentication services, delivery and logistics providers, CRM and ESP systems, and professional advisors (e.g. IT, legal, and financial).

Aggregated data

We also collect information in an aggregated form (so that no individual is identified) for statistical analysis to allow us to understand our customers and improve our services and performance, including the functionality of our website, app, and user experience. Such tracked activity may include but is not restricted to: the amount of clicks on a certain page of the website or app, the clicking of links within emails or the website and times, dates and frequency of activity.

The legal basis for processing your personal data (as well as pseudonymised or anonymised information generated from your personal data) in this way is that it is necessary for our legitimate interests of providing a better experience for you and other users of our website, promoting our products and services and understanding our customers and users of our website. We will retain this information for as long as is necessary for the relevant activity.

Promotional offers from us

We may use your Identity, Contact, Social Media, Marketing and Technical Data to form a view on what we think may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).

You will receive marketing communications from us if you have requested information from us or purchased goods from us and you have not opted out of receiving that marketing.

We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.

You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing messages sent to you or by contacting us at any time.

Disclosure of your information

We may have to share your personal information with third parties for the purposes set out in the table above, in the following circumstances:

• External third-party service providers acting as processors who provide relevant services including:
  • Authentication services;
  • Payment services;
  • e-commerce platforms and apps;
  • Fraud prevention services;
  • CRM and ESP systems;
  • Customer data platforms;
  • Customer interaction platforms;
  • Online survey platforms;
  • Delivery and logistics providers;
  • Product testing and design agencies; and
• To offer you different payment options (like Klarna, Apple Pay and Google Pay), we will pass to the payment providers certain aspects of your personal data, such as contact and order details, in order for the payment provider to assess whether you qualify for their payment options and to tailor the payment options for you.
  • General information on Klarna can be found here.
• Professional advisers, including lawyers, auditors and insurers who provide consultancy, legal, insurance and accounting services.
• HM Revenue & Customs (HMRC), Inland Revenue Service (IRS) and other relevant national and local law enforcement agencies, regulators and other authorities acting as processors, controllers or joint controllers who require reporting of processing activities in certain circumstances. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
• With our group companies, or other third parties, where the law permits us to do so.

Where we use third parties we will ensure that appropriate provisions are put in place to protect the security of the personal information being held on our behalf and to ensure that the third parties do not use the personal information for their own purposes. The third parties will only process your personal information on our instructions and will be subject to a duty of confidentiality. We may, in certain circumstances, share your personal information with third parties outside of the UK subject to appropriate safeguards being put in place.

Data Security

To protect your personal data from being accidentally lost, stolen, used or accessed in an unauthorised way, altered, copied or disclosed, we have put in place appropriate security measures, in accordance with industry best practice. In addition, we limit access to your personal data to only those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

To help protect the privacy of data and personally identifiable information you transmit through use of this website, we maintain physical, technical and administrative safeguards.

How long we store your personal data for

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for as set out in this privacy statement.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

In some circumstances you can ask us to delete your data sooner: see Deleting personal data below for further information.

Your rights

You have a number of rights in relation to your personal data and, depending on your jurisdiction, these rights may include but are not limited to:

• Right to know how your personal data is being used
• Right to receive a copy of your personal data in a structured, commonly used and machine readable format
• Request correction (rectify, update, modify) of your personal data
• Request deletion of your personal data in certain circumstances
• Object to the processing of your personal data and/or withdraw consent
• Request restriction of processing of your personal data in certain circumstances (for example, if you don't think the data is accurate)
• Request the transfer of your personal data to a third party in certain circumstances

If you wish to exercise any of the rights set out above, please contact us at hello@rairai.com

We may need to request specific information from you to help us confirm your identity and ensure your right to access the personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Deleting personal data

You may ask us to delete or remove personal data where there is no legitimate reason for us continuing to process it. This is more commonly known as the 'right to be forgotten'.

You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law.

Please note, however, that we may not always be able to comply with your request to delete or remove personal data for specific legal reasons which we will advise you of, if applicable, at the time of your request.

Objecting to processing

You have the right to stop us processing your personal data for direct marketing purposes. You can usually exercise your right to prevent such marketing by checking/unchecking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at hello@rairai.com

Restriction of processing

This enables you to ask us to suspend the processing of your personal data in the following scenarios:

• if you ask us to establish the data's accuracy;
• where our use of the data is unlawful but you do not want us to erase it;
• where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
• you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

RaiRai does not knowingly sell or share the personal data of children under the age of 16.

Unsubscribing from the RaiRai mailing list

If you'd like to unsubscribe from the RaiRai mailing list, click the 'unsubscribe' link at the bottom of RaiRai emails you receive, or email us at hello@rairai.com

Withdrawing consent

Where we are relying on consent to process your personal data you can withdraw your consent at any time. Please note that this will not affect the lawfulness of any processing carried out before you withdrew your consent. You can also exercise the right at any time by contacting us at hello@rairai.com

Complaints

You have the right to complain to a supervisory body. The relevant authority in the UK is the Information Commissioner's Office (ICO).

If you do have a complaint, we would appreciate the chance to deal with your concerns before you approach the ICO or relevant authority, so please contact us in the first instance if possible.

Changes to our privacy statement

We may update this notice from time to time by posting a revised version on our site. The revised version will be effective at the time we post it.

Contact us

Questions, comments and requests regarding this policy are welcomed and should be sent to us at support@RaiRai.com, or via post at:

RaiRai HQ
Bishopsgate Business Park
189 West Main Street
Broxburn, EH52 5LH
Marked for the attention of the Data Protection Officer