Legal Terms & Policies
Please read our Terms and Policies for using our website www.balanceo.co.uk. If you cannot find the information you are looking for please Email Us and we will assist you as soon as possible.
Terms & Conditions
This policy was updated on 01 January 2015
Balanceo has taken every care in the preparation of the content of this website, in particular we try to ensure that all the prices shown on the website are accurate. Reduced products will show the ‘now price’ and ‘was price’ with banners reflecting the discount level by £ off or % off. The reductions shown are reductions from the original (‘was price’) charged on the website. All products offered at a reduced price will be available for home delivery only. Pricing and availability information is subject to change without notice. All prices are quoted in UK pounds sterling. All prices are inclusive of VAT but do not include delivery charges.
How Your Order Is Processed
After you have placed an order with us, we will send an email acknowledgement of that order to your designated email address. This email is a confirmation and receipt of your order. If after we have confirmed your order we discover any unforeseen reason as to why we cannot complete it, we will cancel your order, in full or in part, and advise you by email, text or phone call, and refund when necessary.
Our receipt of your offer to purchase our goods is subject to their availability. Our acknowledgement of order acceptance via the web or email is not a guarantee of delivery. If we are unable to deliver the goods which you have offered to purchase we will tell you as quickly as possible and a full refund will be given. Please note that dispatch estimates are not guaranteed and that dispatch times should not be relied upon as such.
Payments can be made via PayPal if you are a verified user (click here for more information).
Governing Law and Jurisdiction
All deliveries are subject to stock availability and authorisation of your payment. We can either deliver your order to an address of your choice. Delivery is within five working days for mainland UK and Northern Ireland, and within seven days for outlaying areas.
We make every effort to ensure that your order is carefully despatched to you, and we hope that you’re happy with your purchase. However, if you have any cause for dissatisfaction with your goods you may return them. Items must be in their original condition, unworn and returned within 14 days of receiving them. Protective film on the sole must be intact.
Right to Cancel
Under the Distance Selling Regulations, you have seven working days starting the day after delivery (the ‘cooling-off period’) in which to cancel this agreement, if for any reason you are not happy with the goods that have been delivered. If you wish to cancel this agreement, you must notify us, and return the goods that have been delivered to you . Goods are refunded within 30 days.
How to Cancel
Please contact us as soon as possible if you wish to cancel your order, you can do so by writing to us at firstname.lastname@example.org, or going through the contact us page on our website. Orders can only be cancelled before processing/dispatch has begun. Once your order has been cancelled, any sum debited from your payment Paypal by us will be re-credited to your account as soon as possible. If cancelled orders are erroneously delivered to you, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
How Balanceo Ltd can Cancel this Agreement
We reserve the right to cancel the order if:-
1. We have insufficient stock to fulfil your order
2. We are unable to obtain payment
3. We do not deliver to your area
4. A product fault or an error in the product description has been identified
Ownership of Rights
All rights, including copyright, in the text, graphics and layout of this website and in all software and software compilations are owned by, or licensed to, Balanceo. You are not permitted, without our prior written consent, to copy, transmit, reproduce, publish, display, distribute, store, modify or adapt this website, its contents or underlying software, except for personal non-commercial use.
We have made every effort to ensure that the products are fairly described, that the product information is correct, and that the colours of our products are displayed as accurately as possible. However, as the actual colours you see will vary with the quality of your monitor, we cannot guarantee that your display will accurately reflect the colour of the product requested on delivery. If, on receiving ordered goods, you have any cause for dissatisfaction you may return them via our Returns procedure, which is explained below. We may establish general practices and limits concerning the use of the website and the services we provide, including limits to the size and number of any messages that have been sent, or the duration that any messages may be stored on our website. We are entitled to delete any material from our website at any time, and we will not be liable for deleting or not storing any material that you may transmit to us.
Damage to your Computer
Balanceo make every effort to ensure that this website is free from defects or viruses. It is your responsibility to ensure that you use the correct equipment when using the website, and to protect from anything that may damage it.
Links to Other Websites
You may leave a review of a product on its specific product page. We will review product and publish product reviews within 4-5 working days of posting, and we will directly contact a customer where a review indicates a problem with a product. If we choose not to post a review we will contact the customer via their Balanceo account to explain why. We reserve the right to edit or delete illegal or inappropriate content. We will not change a rating once set by a customer. We reserve the right to use customer reviews (in full or part) in our marketing materials. These may include in-store, online, email and direct mail marketing.
Password and Security
If you use the site, you are responsible for maintaining the confidentiality of your account and password, and also for ensuring that unauthorised access to your account is prohibited. You should take all necessary steps to ensure that your information is kept confidential to you. If you have reason to believe that this may have been compromised, please contact us immediately.
This policy was updated on 01 January 2015
1. What are cookies?
Cookies are small files containing a short string of numbers and letters placed automatically by a website into the cookie folder in your browser. Cookies are generally used to make a website easier and faster to use. The cookie recognises that a device is or has accessed the website and acts accordingly, (depending on what the cookie is designed to do). Mostly cookies perform mundane, but necessary tasks.
2.1 Ensure all parts of the website requested by visitors work correctly and appear quickly.
2.2 Alert us whenever a page on the website or the entire website is slow and not working at all.
2.3 To display adverts that may be more relevant and useful to you.
2.4 Analyse how visitors use our website, so that we can continually improve it by adding more information and services and making it easier to navigate and use.
2.5 To ensure that products you as a customer add to your shopping basket remain in your basket as you go through the checkout process, so you get what you pay for.
2.6 To remember you as a customer.
2.7 To allow customers and visitors to share our website content on social media and with friends.
3. Consent and cookies
Some cookies used by us are sent to your computer or mobile device as soon as the first page you view on our website is displayed. As a result we infer consent for these and other cookies if you use our website.
4. No personal information in cookies
None of the cookies we use contain or pass personal, confidential, financial information or any other information that could be used to identify individual visitors to the website.
5. Your shopping basket and cookies
6. Refusing cookies
This policy was updated on 22 May 2018
Balanceo Ltd (hereinafter “Balanceo”, “we”, “us” and “our”) designs and supplies handmade leather shoes worldwide. Balanceo is a company limited by guarantee (Registered in England and Wales: 08527046). Our registered address is 129 Station Road, London NW4 4NJ, United Kingdom.
For the purposes of this policy and in respect of your personal data (hereinafter “Personal Data”) Balanceo may act as either a data controller (hereinafter “Controller”), that is, the entity that decides how and why Personal Data is processed, or, a data processor (hereinafter “Processor”, “Third Party Service Provider”), meaning, any person, other than employees of the Controller, entity or entity’s website, that processes Personal Data on behalf of the Controller, depending on the circumstances. Data “process”, “processing” or “processed” means anything that is done with any Personal Data, whether or not by automated means, such as collection, recording, organisation, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.
2. WHAT IS PERSONAL DATA
Personal Data is information that can be used directly or indirectly to identify you. Personal data also includes anonymous information that is linked to information that can be used to directly or indirectly identify you. Personal Data does not include information that has been irreversibly anonymised or aggregated so that it can no longer enable us, whether in combination with other information or otherwise, to identify you.
3. WHY WE COLLECT PERSONAL DATA
Our legal grounds for collecting your Personal Data is because either you provided your express consent (written, verbal or online) to the processing of your Personal Data, it is necessary for our contractual relationship (“contractual necessity”), the processing is necessary for us to comply with our legal or regulatory obligations or we have a legitimate interest in carrying out the processing for the purpose of managing, operating or promoting our business.
4. PERSONAL DATA WE COLLECT
We collect the minimum amount of data we need to be able to deliver our Services to you in the best possible way, to maintain Our Website, to protect the privacy of all our Customers, to keep you informed, to process transactions for you and respond to correspondence. We do not gather sensitive Personal Data about you without your prior, informed, consent. We may collect Personal Data either directly from you, automatically from your devices that interact with our Services, or from Third Party Service Provider sources as described below.
INFORMATION PROVIDED DIRECTLY AND VOLUNTARILY BY YOU MAY INCLUDE:
● Your name, email addresses, telephone numbers, postal, delivery and contact addresses;
● Gender, date of birth, language and title;
● Payment type or method, username and encrypted password;
● Any consents, communications and feedback;
● Personal interests;
● Work-related information such as company name and contact details;
● Gift purchase information such as the recipient’s name, delivery addresses, telephone numbers and email addresses; and
● Other personal information collected on the basis of your prior, express, voluntary consent (including public social media profiles and website content).
ADDITIONAL INFORMATION COLLECTED WHEN YOU USE OUR WEBSITES MAY INCLUDE:
● Your user account identity (username, name, email address) and registration date;
● Your browser, operating system, device model, IP-address, time of access and duration of access;
● Location data such as GPS coordinates or similar measures;
● Web pages through which Our Website were accessed, the pages browsed by you, any other activities you undertook during your visit to Our Website such as interactions, clicked referral links and search key words you used;
● Cookies and other identification tags;
● Your participation in our promotions, surveys or competitions; and
● Other information collected based on your consent.
ADDITIONAL INFORMATION RELATED TO THE PURCHASE OF OUR PAID SERVICES AND ANY OTHER BUSINESS WITH US BY YOU:
● Information on orders, deliveries, payment methods, billing and delivery addresses and other information related to any business you may do with Balanceo;
● Any communication we have with you;
INFORMATION COLLECTED FROM OTHER SOURCES ASSOCIATED WITH YOUR INTERACTION WITH US:
● If you have connected to any Balanceo website, service or social media channel using your social media profile(s), we may collect the public information available on your social media profile(s);
● We may collect information from public registers maintained by authorities, if such registers are available in your country; and
● Updated delivery and contact information from delivery agents.
5. COOKIES AND SIMILAR TECHNOLOGIES
6. HOW WE USE YOUR PERSONAL DATA
We use the private information we have collected for the following purposes:
As is our legal obligation we will notify you by email about any changes to our terms of service and other legal policies or documentation.
We may process your Personal Data for the purposes of detecting, investigating and preventing unlawful or fraudulent activities. We may provide your information to law enforcement authorities based on their request or on a legal basis defined in any applicable law for prevention and investigation of fraud and other unlawful activities. We may disclose your Personal Data to any party in response to an order from a court of competent jurisdiction.
If you have ordered and paid Services from us, we may collect your Personal Data for the purposes of processing your order(s) and to fulfil any contractual obligations we have with you. Payment details are not stored in our systems. Instead, payment data is provided by you directly to Third Party Service Providers. Refer to Section 11 regarding “Exclusions”.
MARKETING AND COMMUNICATIONS
We will retain your Private Data in order to respond effectively to your correspondence with us (written or verbal). If you have subscribed to any of our marketing and communication channels, we will keep you informed of Balanceo news, information published on Our Website and offer you the most relevant Services. Such marketing and communications may be carried out via mail, telephone, electronic messages (emails and other electronic messages), digital online displays, web-based notifications and search engine marketing.
We may need to identify you for the purposes of ensuring your privacy and the privacy of all our Customers is protected. We may also identify you to provide you with better, more personalised and customised Services. For example, Our Website use “cookies”to enhance your experience when browsing. Refer to Section 5 regarding “Cookies”.
We use anonymised data to help us maintain and develop Our Website, troubleshoot problems, research general user interests, to keep Our Website safe and secure and to monitor actual or suspected fraudulent activity. This information is delivered to us by Third Party Service Providers in an aggregated format. Data in an aggregated format cannot be used to identify you and is not considered Personal Data. Refer to Section 11 regarding “Exclusions”.
SERVICES DEVELOPMENT AND DELIVERY
7. RETENTION PERIOD
Your Personal Data is stored for as long as it is absolutely necessary to deliver our contracted Services.
We may retain your data for a longer period if we are legally required to do so in compliance with applicable law including the resolution of legal claims and disputes, to establish, exercise or defend our legal rights and any other additional periods required or permitted under applicable law. Remember to update your information if any material changes occur.
If you have created an account on Our Website, your Personal Data will be retained until such time as you either terminate the account and request that your data be deleted.
There are certain controlled circumstances in which we may disclose, transfer or share your information with certain Third Party Service Providers without further notice to you and in accordance with applicable law. Your data is adequately protected if transferred internationally.
We do not, and will never, procure, sell, lease or rent your Personal Data.
AUTOMATED PROFILING AND DECISION MAKING
We do not use any Personal Data for automated decision making or profiling nor is such data subject to automated decision making or profiling.
We may disclose your Personal Data if required to do so by law in order to, for example, respond to a subpoena or request from law enforcement, a court or a government agency, including in response to public authorities to meet national security or law enforcement requirements, or in the belief that such action is necessary to (a) comply with a legal obligation, (b) protect or defend our rights, interests or property or that of third parties, (c) prevent or investigate possible wrongdoing in connection with our Services, (d) act in urgent circumstances to protect the personal safety of our Customers or the public, or (e) protect against legal liability.
MERGERS AND ACQUISITIONS
In the event of any sale, consolidation or reorganisation of our businesses (for example mergers and acquisitions), we may disclose your Personal Data to prospective or actual purchasers or their advisers, where appropriate.
THIRD PARTY SERVICE PROVIDERS
We may pass limited information to some Third Party Service Providers who we have engaged for the purpose of providing you with our Services and any other contractual obligations we have established with you. Such disclosures may include transferring your Personal Data to payment processors, companies that facilitate your orders, delivery companies and customer service teams. We also share information with analytics providers that assist us in the improvement and optimisation of Our Website. This analysis data is aggregated and does not identify you. We have verified that these Third Party Service Providers are GDPR compliant and are certified under the EU-US Privacy Shield Framework where these organisations are based outside of the European Union.
We take security very seriously and have created and implemented both technical and organisational safety measures, systems and processes to protect your Personal Data. Such security measures are designed to protect your Personal Data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, unauthorised access, and other unlawful or unauthorised forms of processing, in accordance with applicable law. A copy of our internal Data Security Policy is available on request.
STAFF TRAINING AND ACCOUNTABIITY
All personnel authorised to access and process Personal Data are trusted and accredited or are authorised personnel of Third Party Service Providers operating on our behalf. All Balanceo personnel who are granted access to your Personal Data are required to keep such data strictly confidential.
All Private Data is stored on encrypted, password protected, servers. We use best practice concerning devices such as computers, laptops and mobiles, online accounts, website hosting servers as well as physical access and storage.
We hold only the data that is absolutely necessary to deliver our Services.
WEBSITE ACCOUNT CREDENTIALS
Website account holders are required to hold a secure password in order to access and make use of some Services. As an account holder on Our Website or authorized Third Party Service Providers, your password/s are additionally encrypted and therefore strictly private to you alone. You are responsible for keeping your password/s confidential and we ask you not to share them with anyone.
10. YOUR RIGHTS
You have certain rights concerning the information we hold about you, as defined under the General Data Protection Regulation (hereinafter “GDPR”). If you have contracted business with us, subscribed to any of our communication Services and/or registered an account on Our Website, you have full access to your private information with, as is your right, the ability to opt in, view, update, correct, take copy of and delete forever your private information. If you would like to request copy, submit a query, request to be deleted or have any difficulty in accessing and/or managing your options please Contact Us by email in the first instance. Note that there is a small fee for some of these services and we will respond within 40 days.
CHOOSE TO DECLINE
You may choose not to provide your Personal Data to us. Note that some features of our Services may not be fully available to you if you choose not to provide us with your Personal Data. For example, we may not be able to process your orders without the necessary details.
CHOOSE TO OPT IN
By choosing to contract business with us, subscribe to any of our marketing and communication Services and register an account on Our Website you will be given prior informed opportunity to provide the minimum Personal Data required and consent to our retention of same.
ACCESS, VIEW, EDIT AND UPDATE
You have the right to request access to your Personal Data, together with information regarding the nature, processing and disclosure of that data, at any time. We hope to ensure that the Personal Data we possess is accurate at all times and therefore we encourage you to update us should any changes have occurred. As a registered and logged in account holder on Our Website or authorised Third Party Service Providers websites, you can view and manage the information held on your account at any time. If you have opted in to any of our marketing and communications Services you will find the links to update your information at the bottom of every communication you have previously received or displayed prominently on the relevant website.
You may request a copy of any data we hold about you. Expect our response within and up to 40 days of the date of your request. Upon request, we will provide you with an electronic file containing the Personal Data we hold on record about you.
CHOOSE TO OPT OUT AND BE FORGOTTEN
You may at any time decide to withdraw your consent to the processing of your Personal Data and request erasure. If your consent is withdrawn, we will update our database promptly, however, it does not prevent us from processing your Personal Data based on other legal premises, such as fulfilling your orders and storing your order data as required by applicable law. Please note that withdrawal of consent does not affect the lawfulness of any processing performed prior to the date on which we receive notice of such withdrawal. We include an unsubscribe link in all electronic marketing messages we send to you and options to cancel your account on Our Website.
You may have the right to object, on legitimate grounds, to the processing of your Personal Data. Should you believe that our processing of your Personal Data is inaccurate or illegal, we are not processing your data in accordance with the processing purpose or you want to oppose the processing, please contact us by email. We will investigate your request promptly before deciding what action to take. Should you believe that our processing of your Personal Data infringes your legal rights, you may lodge a claim with your local supervisory authority – National Data Protection Authorities
CHILDREN AND AGE LIMITATION
Our Services are not directed at persons under the age of 18 years. Therefore, we do not seek to collect Personal Data of children. If you learn that a person under the age of 18 years has provided us with Personal Data without consent, please Contact Us by email.
PERSONAL DATA PROVIDED TO OTHERS