privacy policy

About This Privacy Policy

This Privacy Policy explains how Fulcrum Health Limited collects, uses, stores and shares personal information when you visit our website, purchase products, manage a subscription, create an account, contact us or receive marketing communications.

It also explains your data protection rights.

 

Who We Are

Fulcrum Health Limited is the data controller responsible for your personal information.

Registered office: 6 Nene Road, Bicton Industrial Park, Kimbolton, Cambridgeshire, PE28 0LF, United Kingdom.

Company registration number: 03246901, England and Wales.

For privacy enquiries, contact info@fulcrumhealth.com.

 

Information We Collect

Depending on how you interact with us, we may collect:

• Your name, email address, telephone number, billing address and delivery address.

• Account information and preferences.

• Order history, products purchased, payments, refunds and delivery information.

• Subscription details, including products, quantities, billing frequency and cancellation requests.

• Payment-related information provided by our payment processors.

• Enquiries, correspondence and customer service records.

• Your organisation, job title and professional contact details.

• Marketing preferences, consent records and unsubscribe requests.

• Website and device information, including your IP address, browser, device, approximate location and website interactions.

• Other information you choose to provide.

Please avoid sending health information or other sensitive personal information unless it is necessary for your enquiry. If we need to process such information, we will explain the purpose and obtain explicit consent where required, or identify another applicable legal condition.

 

How We Collect Information

We collect information directly from you when you place an order, create an account, start a subscription, complete a form, contact us or provide your details at an event.

We also receive information from payment providers, delivery companies and other organisations involved in processing your order.

Website information may be collected automatically through cookies and similar technologies, subject to your choices and applicable consent requirements.

For business enquiries, we may receive contact information from event organisers, professional referrals, business directories or public professional profiles. Where required, we will explain the source and how we intend to use the information.

 

How We Use Your Information

We use personal information to:

• Process payments and fulfil orders.

• Manage recurring subscriptions and cancellation requests.

• Send order confirmations, subscription communications and delivery updates.

• Manage accounts, returns, replacements and refunds.

• Respond to enquiries and provide customer support.

• Maintain customer and business relationships.

• Send marketing communications where permitted.

• Understand and improve our website, products and services.

• Measure advertising performance, subject to applicable consent requirements.

• Prevent fraud and protect our website and business.

• Maintain financial records and meet legal obligations.

Certain information, such as your delivery address and payment confirmation, is needed to fulfil your order. If you do not provide it, we may be unable to process your purchase.

 

Our Lawful Bases

We use personal information on the following bases:

Providing products and services: We process information necessary to fulfil your order, manage your subscription or take steps you request before purchasing.

Legal obligations: We retain and use information where required for accounting, tax, regulatory or other legal purposes.

Consent: We rely on consent for marketing and tracking activities where required. You can withdraw consent at any time without affecting the lawfulness of earlier processing.

Legitimate interests: We use information where reasonably necessary to manage enquiries and business relationships, maintain records, improve our services, prevent fraud and protect our business, provided your rights and interests do not override those purposes. This may also cover direct marketing where legally permitted.

 

Our Website and Payments

Our website and online store are hosted on Wix. Wix processes information needed to operate the website, customer accounts, checkout, orders and subscriptions on our behalf.

Payments are processed through the payment providers available at checkout, including Stripe where offered. Digital wallets such as Apple Pay or Google Pay may also be available.

These providers process payment, transaction and authentication information under their own privacy policies. We do not store your complete payment-card details. We receive payment confirmations and information needed to manage orders, refunds and payment enquiries.

For subscriptions, our payment providers process recurring payments using the authorisation you give at checkout.

 

Cookies and Similar Technologies

Our website uses cookies and similar technologies to operate essential functions, remember preferences and, where permitted, support analytics and advertising.

Strictly necessary cookies support functions such as your shopping basket, checkout and website security. Other technologies may help us understand website use or measure advertising.

We use the cookie-consent options provided through our Wix website to collect and manage your preferences. Where consent is required, optional cookies and similar technologies are used only after you agree.

You can accept or reject optional cookies and change or withdraw your choices through our website’s cookie settings.

You can also manage cookies through your browser. Blocking essential cookies may prevent parts of the website from working properly.

Further information about the cookies used is available through our website’s cookie information and settings.

 

Analytics and Advertising

Subject to your cookie choices, we use Google Analytics to understand website traffic, visitor interactions and website performance.

We also use advertising platforms, including Google Ads and, where enabled, Meta and Microsoft Advertising, to manage campaigns and measure their effectiveness.

Information processed may include device details, cookie identifiers, pages viewed and actions taken on our website, such as purchases.

Where permitted and subject to the required consent, these tools may help us show relevant advertisements or create remarketing audiences based on website interactions.

You can change your choices through our website’s cookie settings and manage advertising preferences through the relevant platform.

 

Microsoft Clarity

Where enabled and subject to your cookie choices, Microsoft Clarity helps us understand how visitors use our website through features such as heatmaps and session replays.

These features help identify navigation problems and improve the website experience. They may record interactions such as clicks, scrolling and page visits.

Further information about Microsoft’s processing is available in the Microsoft Privacy Statement.

 

Customer Relationship Management

We use Zoho CRM to manage customer and business-contact information.

Records may include contact details, organisation information, order history, enquiries, correspondence and marketing preferences.

We use these records to provide customer support, follow up enquiries, manage business relationships and maintain appropriate records. Relevant historic records may remain in previous business systems where necessary for those purposes.

Service providers processing information on our behalf are required to protect it and use it only for authorised purposes.

 

Email Marketing

We currently use MailerLite to manage email marketing and plan to move this service to Zoho’s marketing tools.

As part of this transition, we may securely transfer subscriber contact details, marketing preferences, consent records and unsubscribe records to Zoho. Your existing marketing choices will continue to apply.

We send marketing emails with your consent or where another permitted basis applies. For example, we may contact existing customers about our own similar products where the requirements of the existing-customer exception are met, including an opportunity to opt out when details are collected and in each message.

Providing an email address for an order does not automatically mean you have agreed to all marketing. Subscribing to marketing is voluntary and is not a condition of purchasing.

Where permitted and with consent where required, email tracking may record opens and link clicks to help us understand and improve campaign performance.

You can unsubscribe from direct marketing at any time using the unsubscribe link in our emails or by contacting orders@fulcrumhealth.com.

Unsubscribing from marketing does not stop essential order, subscription or customer service communications.

 

Business Contacts and Events

If you provide your details at an event or in a professional context, we may contact you about the enquiry, product or opportunity discussed.

We may record your details in our CRM and use them to manage the business relationship. Any further marketing will be subject to applicable marketing rules.

You may object to direct marketing at any time.

 

Who We Share Information With

We share information where necessary with organisations that help us operate our business, including:

• Wix and other website or IT service providers.

• Payment processors and digital-wallet providers.

• Delivery providers, including Royal Mail and DPD where used.

• Zoho CRM and other business-management providers.

• Email marketing providers, including MailerLite and, as we transition services, Zoho’s marketing tools.

• Analytics, advertising and cookie-consent providers, subject to applicable consent requirements.

• Accountants, legal advisers and other professional advisers.

• Regulators, courts or law-enforcement bodies where required or permitted by law.

Providers acting on our behalf are required to protect information and use it only for authorised purposes. Some providers, including payment and advertising platforms, also process information as independent controllers under their own privacy policies.

We do not sell your personal information.

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How Long We Keep Information

We retain information for as long as necessary for the purposes explained in this policy.

Our usual retention periods are:

• Orders, payments and financial records: six years after the end of the relevant financial year, unless a longer period is needed for legal or dispute-related purposes.

• Account and subscription information: while active and afterwards where necessary for financial records, customer support or legal requirements.

• Enquiries and correspondence: normally two years after the matter is concluded, unless needed for an ongoing relationship, complaint or legal claim.

• Marketing information: while you remain subscribed or another lawful marketing basis applies. Consent records may be retained where necessary to demonstrate compliance.

• Unsubscribe records: limited information may be retained on a suppression list to ensure we respect your preferences, including when we change marketing providers.

• Business-contact records: while the relationship remains relevant, subject to periodic review.

• Cookie and tracking information: for the periods specified in our cookie information and the relevant service settings.

When information is no longer required, we securely delete or anonymise it.

 

Keeping Information Secure

We use appropriate technical and organisational measures to protect personal information against loss, misuse and unauthorised access.

No online service can guarantee complete security. Please keep your account credentials confidential and contact us if you suspect unauthorised access.

 

Children’s Information

Our website is intended for use by adults purchasing for themselves or others. We do not knowingly collect personal information directly from children.

If you believe a child has provided personal information without appropriate authorisation, contact us so we can investigate.

 

Your Rights

Depending on the circumstances, you may have the right to:

• Access the personal information we hold about you.

• Correct inaccurate or incomplete information.

• Request deletion of your information.

• Restrict how we use your information.

• Object to processing based on legitimate interests.

• Object to direct marketing at any time.

• Withdraw consent where we rely on it.

• Receive certain information in a portable format or request its transfer.

These rights are subject to applicable conditions and exceptions.

To make a request, email orders@fulcrumhealth.com. We may need information to verify your identity. We normally respond within one month, subject to any lawful extension, and will explain if more time is needed.

We do not normally charge a fee for exercising these rights.

 

Privacy Complaints

If you have concerns about our use of personal information, contact orders@fulcrumhealth.com.

We will investigate and respond without undue delay, keeping you informed where appropriate.

You also have the right to complain to the Information Commissioner’s Office. Visit ico.org.uk/make-a-complaint for information.

 

Other Websites and Social Media

External websites and social media platforms process information under their own privacy policies.

When you follow links, use social-sharing features or interact with us through a social platform, please review the relevant provider’s privacy information.

 

Changes to This Policy

We may update this policy to reflect changes to our website, services or legal obligations, including changes to the providers we use.

The latest version will be published on this page with its update date. Where appropriate, we will notify you of significant changes.