Privacy policy

Privacy Policy

This Privacy Policy explains how BODY BUD LTD, trading as bodybud, referred to in this policy as bodybud, we, us or our, collects, uses, stores and shares personal information when you visit our website, purchase from us, contact us, subscribe to our marketing, interact with our adverts, or otherwise use our services.

This policy applies to our website at www.bodybud.co.uk, our customer-support channels (including our website chat assistant), email marketing activity, order-fulfilment processes, and related systems we use to operate our business.

For questions about this Privacy Policy or to exercise your data-protection rights, contact us at chat@bodybud.co.uk.

Data controller: BODY BUD LTD
Trading name: bodybud
Company number: 14494016
Registered/business address: Office 326, 321-323 High Road, Chadwell Heath, Essex, RM6 6AX

1. Personal Information We Collect

Personal information means information that can identify you directly or indirectly. The information we collect depends on how you interact with us.

Information you provide to us

  • Name
  • Email address
  • Phone number
  • Billing address
  • Shipping address
  • Order details
  • Payment and transaction details
  • Customer support messages
  • Questions and messages you type or speak into our website chat assistant
  • Details you choose to give in the chat form when you ask for your question to be passed to our team
  • Product enquiries
  • Product preferences or enquiry details
  • Reviews, feedback, survey responses or form submissions
  • Marketing preferences and communication settings

Information collected automatically

  • IP address
  • Browser type and version
  • Device type
  • Time zone
  • Cookie identifiers
  • Pages, products and search terms viewed
  • The page you are viewing when you use our website chat
  • Referral source
  • How you interact with our website, adverts and emails

Information from third parties

We may receive information from service providers that help us operate our website, process orders, deliver products, run marketing campaigns, analyse performance, prevent fraud or provide customer support.

2. How We Use Your Personal Information

  • To operate our website and provide our services
  • To process and fulfil your orders
  • To take payment and issue invoices or order confirmations
  • To arrange shipping, delivery, returns and warranty support
  • To respond to customer service enquiries
  • To answer questions through our website chat assistant and pass questions it cannot answer to our team
  • To manage product questions, complaints, refunds and replacement requests
  • To send service messages relating to your order, quote, enquiry or account
  • To send marketing emails where permitted by law
  • To personalise marketing, product recommendations and website content
  • To manage abandoned checkout emails and customer journey automations
  • To improve our website, products, customer service and internal operations
  • To review anonymised chat questions and answers so we can improve our product information, help content, products and service
  • To detect, prevent and investigate fraud, abuse, security incidents or unlawful activity
  • To comply with legal, tax, accounting and regulatory obligations
  • To protect our rights, property, customers and business

3. AI-Assisted Processing and Automation

We may use services provided by OpenAI (ChatGPT) and Anthropic (Claude), together with n8n workflow automations, to help our staff operate our business more efficiently.

At the date of this policy, OpenAI and Anthropic are the only general-purpose AI providers we use for the purposes described in this section. We will update this policy if that changes.

These tools may assist with:

  • Summarising customer support enquiries
  • Drafting or improving customer-service responses
  • Organising customer enquiries and internal tasks
  • Processing order-related workflows
  • Creating internal notes or summaries
  • Supporting email-marketing workflows
  • Helping analyse customer feedback or website enquiries
  • Improving operational efficiency and customer experience

Where customer information is processed using these tools, we limit the information shared to what is reasonably necessary for the relevant task. We may redact or reduce identifying information where practical. This may include limited order details, customer messages, product enquiries, delivery information, support notes needed to respond to a customer or manage an order or enquiry.

We do not intentionally submit payment-card details, passwords, authentication codes or special-category personal information, such as health information, to these tools. If sensitive information is supplied to us, we seek to avoid using it in AI-assisted processing unless it is necessary, lawful and appropriate for the relevant customer support or order matter.

We do not use AI systems to make solely automated decisions about you that have a legal effect or similarly significant effect. AI and automation may assist our team, but important customer-service, refund, warranty, complaint, order and quote decisions are made or reviewed by a person where appropriate.

The providers' own terms and account data controls determine how submitted content may be retained or used to improve their services. We do not submit customer personal information for the purpose of training general AI models. Where available, account privacy controls may be used to reduce such use. We use third-party AI and automation providers only for the purposes described in this policy and apply reasonable security and data-protection safeguards.

Website chat assistant

Our website has an optional chat assistant that answers questions about our products, delivery, returns and orders. It is powered by Anthropic's Claude AI model and runs through our own Google Apps Script service. When you use it:

  • What is sent: your messages, the earlier messages in the same chat and the address of the page you are viewing are sent to Anthropic so the assistant can reply. The assistant is instructed to answer only from our own product information, delivery details and help content.
  • In your browser: the conversation is kept in your browser's session storage so it stays open while you move between pages. It is removed when you close the browser tab or window.
  • Voice input: if you press the microphone button, your browser's own speech recognition turns your speech into text. Depending on your browser, the audio may be processed by your browser provider (for example Google for Chrome or Apple for Safari) under its own privacy terms. We never receive or store audio, only the text that appears in the chat box. The microphone only works if you allow it in your browser, and you can switch it off in your browser settings at any time.
  • Passing your question to our team: if the assistant cannot answer, it may offer a short form. If you choose to send it, your name, email address, any phone number or order number you add, your question, the page address and the chat so far are emailed to our customer service inbox using Google's email service, so a member of our team can reply to you. If that service is unavailable, the same details are sent through our Shopify contact form instead.
  • Chat log used to improve our service: we keep a record of each chat question and answer in a Google Sheet so we can check answers are accurate and improve our product information, help content, products and service. Before anything is saved, email addresses, phone numbers and UK postcodes are automatically removed, and names and contact details from the form above are not saved in the log. The log also records the date, the page and whether the chat was passed to our team. Log entries are automatically deleted after 24 months.
  • Information only: the assistant gives general information and can occasionally make mistakes, so please check anything important (such as ingredients, sizes or how to use a product) with our team before you order. It does not make decisions about orders, refunds, returns, warranties or complaints; those are made by a person.
  • Please do not share sensitive details in the chat, such as health information, payment card details or passwords.
  • Model training: Anthropic processes chat content as our service provider. Under its commercial terms, content sent through its API is not used to train its AI models.

You do not have to use the chat. You can always email us at chat@bodybud.co.uk instead.

4. Email Marketing and Omnisend

We may use Omnisend or similar email-marketing and automation software to manage campaigns, customer journeys, sign-up forms, abandoned-checkout messages, product education emails, promotions, segmentation and unsubscribe preferences.

If you subscribe to marketing, make a purchase, start checkout, otherwise interact with our website, we may use your contact details, order history, website activity and marketing preferences to send relevant communications where permitted by law.

You can unsubscribe from marketing at any time using the unsubscribe link in an email or by contacting us at chat@bodybud.co.uk. Service messages about your order, delivery, account, refund, warranty, safety notice or support request are not marketing messages and may still be sent where necessary.

5. Lawful Bases for Processing

Under UK GDPR and, where applicable, EU GDPR, we rely on one or more lawful bases when processing your personal information:

Purpose Lawful basis
Processing and fulfilling orders Performance of a contract
Taking payment and preventing fraud Performance of a contract, legitimate interests, legal obligation
Shipping, delivery, returns and warranty handling Performance of a contract, legitimate interests, legal obligation
Customer support Performance of a contract, legitimate interests
AI-assisted support and internal automation Legitimate interests and performance of a contract where relevant
Website chat assistant, and passing chat questions to our team Legitimate interests (answering your questions quickly), and steps prior to entering into a contract where you are asking about a purchase
Keeping an anonymised chat log to improve our information, products and service Legitimate interests
Email marketing to subscribers Consent
Marketing to existing customers about similar products Legitimate interests, where permitted by PECR soft opt-in rules
Analytics, website improvement and business reporting Consent where required for cookies, otherwise legitimate interests
Legal, tax and accounting records Legal obligation

6. Sharing Personal Information

We share personal information with trusted service providers where necessary to operate our business, provide our services, comply with the law or protect our rights. These may include:

  • Shopify, for ecommerce website hosting, checkout, order management and related store services
  • Payment processors, for secure payment handling
  • Delivery, courier and fulfilment partners, for shipping your order
  • Omnisend or similar marketing platforms, for email marketing, automation and customer communication
  • n8n or similar automation tools, for internal workflow automation
  • OpenAI (ChatGPT) and Anthropic (Claude), for limited AI-assisted customer-support and internal operational tasks
  • Anthropic (Claude), to power the website chat assistant
  • Google (Google Workspace, including Apps Script, Gmail and Google Sheets), to run our website chat service, email chat questions to our team and store the anonymised chat log
  • Analytics providers, such as Google Analytics, to understand website performance
  • Advertising platforms, such as Google, Meta and Shopify Audiences, to measure and improve marketing
  • Customer-support, review, survey, form or helpdesk providers
  • Professional advisers, including accountants, legal advisers and compliance consultants
  • Regulators, courts, law-enforcement or public authorities where required by law

We do not sell personal information in the ordinary sense of selling customer lists for money. Some advertising, analytics and tracking activities may be considered sharing, targeted advertising or similar terms under certain privacy laws.

7. International Transfers

Some service providers may process or store personal information outside the United Kingdom, the European Economic Area or your country of residence. Where a transfer is made, we will rely on appropriate safeguards where required by law, including adequacy decisions, Standard Contractual Clauses, the UK International Data Transfer Addendum, the UK International Data Transfer Agreement, data-processing agreements or other lawful transfer mechanisms.

8. Data Retention

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, unless a longer period is required or permitted by law.

  • Order and transaction records: retained for accounting, tax, legal and business-record purposes
  • Customer-support records: retained as needed to manage enquiries, complaints, refunds, warranty claims and legal obligations
  • Marketing records: retained until you unsubscribe, withdraw consent, object to marketing or the data is no longer required
  • Website chat log (anonymised questions and answers): deleted automatically after 24 months
  • Chat questions passed to our team: kept as customer-support records, as above
  • Chat conversation in your browser: removed when you close the browser tab or window
  • Cookie and analytics data: retained according to the lifespan of the relevant cookie or analytics tool
  • Fraud, security and legal records: retained where necessary to protect our rights and comply with legal obligations

When personal information is no longer required, we delete it, anonymise it or securely retain it only where legally necessary.

9. Automated Decision-Making and Profiling

We may use limited profiling to understand customer preferences, improve marketing relevance, analyse website activity, segment email campaigns or recommend products. We do not use personal information for solely automated decision-making that produces legal effects or similarly significant effects concerning you. Shopify and payment providers may use limited automated processing to detect and prevent fraud, abuse or security risks. Our website chat assistant gives information only and does not make decisions about you.

10. Behavioural Advertising and Analytics

We may use analytics and advertising tools such as Google Analytics, Google Ads, Meta advertising tools and Shopify Audiences to understand website use, measure marketing performance, improve advertising and show relevant adverts. These tools may use cookies, pixels, tags or similar technologies. Where required, we ask for consent before placing non-essential cookies or using similar technologies.

You can manage cookies through your browser or available cookie preferences. You can opt out of targeted advertising through settings offered by relevant advertising platforms.

11. Cookies

We use strictly necessary, performance and analytics, functional, advertising and targeting, and social-media or content cookies. Blocking or deleting cookies may affect parts of the website, including checkout or account features.

Our website chat uses your browser's session storage, not a cookie, to keep your conversation open while you browse. It is needed for the chat to work and is removed when you close the tab or window.

12. Your Data Protection Rights

Depending on your location and applicable law, you may have rights to access, correct, delete, restrict or object to processing of your personal information; withdraw consent; request portability; and object to solely automated decision-making where applicable. You may also complain to a data-protection authority.

To exercise your rights, contact chat@bodybud.co.uk. We may need to verify your identity before responding.

13. Marketing Preferences

You can unsubscribe from marketing at any time using the unsubscribe link in an email or by contacting chat@bodybud.co.uk. If you unsubscribe, we may still send necessary service messages.

14. Children

Our website and services are not intended for children. We do not intentionally collect personal information from children. If you believe a child has provided personal information, contact us so we can take appropriate steps.

15. Security

We use reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. No website, platform, email system, AI tool, automation system or electronic storage method is completely secure, so we cannot guarantee absolute security.

16. Third-Party Links

Our website may link to third-party websites, platforms, apps or services. We are not responsible for their privacy practices, content or security. Please read their privacy policies before providing personal information.

17. Changes to This Privacy Policy

We may update this policy to reflect changes to our business, website, technology, service providers, AI and automation tools, legal obligations or regulatory requirements. The latest version applies from the date it is published.

18. Complaints

If you have a complaint about how we handle personal information, contact us first at chat@bodybud.co.uk. If you are not satisfied with our response, you may complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint.

19. Contact Us

Email: chat@bodybud.co.uk
Website: www.bodybud.co.uk
Data controller: BODY BUD LTD
Trading name: bodybud
Company number: 14494016
Registered/business address: Office 326, 321-323 High Road, Chadwell Heath, Essex, RM6 6AX

Last updated: 14 October 2026 (added details of our website chat assistant)