Privacy Policy

At Truenova, your privacy is part of the experience. We collect only what we need to serve you well, we protect it carefully, and we never sell your personal information. This policy explains what we collect, why we collect it, and the choices you have.

1. Who We Are

This website, truenovaclub.com, is operated by Truenova ("Truenova," "we," "us," or "our"). We are responsible for the personal information described in this policy.

Our Privacy Officer is responsible for the protection of personal information and can be reached at info@truenovaclub.com.

2. Information We Collect

Information you give us. When you place an order, create an account, subscribe to our emails, leave a review, or contact us, we collect details such as your name, email address, phone number, shipping and billing address, and order history. Payment details are processed securely by our payment providers and are never stored on our servers.

Information collected automatically. When you visit our website, we automatically receive certain technical information, including your IP address, browser and device type, pages viewed, referring website, and the date and time of your visit. This is collected through cookies and similar technologies, described in Section 5.

3. How We Use Your Information

We use your information to:
- Process, ship and deliver your orders, and send order and shipping updates
- Respond to your questions and provide customer care
- Send you emails about new products and offers, only where you have agreed to receive them
- Improve our website, products and shopping experience
- Show you relevant advertising, where you have consented to it
- Prevent fraud and protect the security of our website and customers
- Meet our legal, tax and accounting obligations

4. Discretion and Sensitive Purchases

We understand that some of our products are personal. Your order details are used only to fulfil your order and support you. We never sell or rent your personal information, and intimacy products ship in plain, unbranded outer packaging.

5. Cookies and Tracking Technologies

We use cookies and similar technologies to keep our website working, remember your cart, understand how our website is used, and measure and personalize advertising.

Essential cookies are required for the website to function and cannot be switched off. Analytics and advertising cookies, including those set by partners such as Meta and Google, are only used with your consent. You can accept, decline or change your choices at any time through our cookie banner or by adjusting your browser settings.

6. Who We Share Your Information With

We share personal information only with trusted service providers who help us run our business, and only as needed for them to perform their services. These include:
- E-commerce and payments: Shopify, and payment providers including PayPal, Apple Pay and Google Pay
- Shipping and fulfilment partners, to deliver your order
- Email: Klaviyo
- Customer care: Gorgias and Google Workspace
- Reviews: Judge.me and Loox
- Website translation: Weglot
- Advertising and analytics: Meta and Google

These providers are required to protect your information and may only use it on our behalf. We may also disclose information where required by law, to protect our rights, or as part of a business transfer such as a merger or sale.

We do not sell your personal information, and we do not share it for cross-context behavioural advertising without your consent.

7. Where Your Information Is Stored

Our service providers may store and process your information in the United States, Canada and other countries. Where information is transferred outside your province, state or country, it may be subject to the laws of that jurisdiction. We take reasonable steps to ensure it remains protected wherever it is processed.

8. Email Communications

If you subscribe to our emails, we will send you news, offers and updates. You can unsubscribe at any time using the link at the bottom of any email. Unsubscribing from marketing does not affect order and shipping notifications.

9. How Long We Keep Your Information

We keep personal information only as long as needed for the purposes described in this policy, including to fulfil orders, provide support, and meet legal, tax and accounting requirements. When it is no longer needed, it is securely deleted or anonymized.

10. How We Protect Your Information

Our website uses SSL/TLS encryption, and we apply reasonable technical and organizational safeguards to protect your information from loss, misuse and unauthorized access. No method of transmission over the internet is completely secure, but we work continuously to protect your data.

11. Your Rights and Choices

Depending on where you live, you may have the right to:
- Access the personal information we hold about you
- Correct inaccurate or incomplete information
- Request that we delete your information
- Withdraw your consent at any time
- Opt out of marketing communications
- Opt out of targeted advertising
- Request a copy of your information in a portable format

Residents of Quebec, California and other jurisdictions with specific privacy laws may have additional rights. To make a request, email info@truenovaclub.com. We may need to verify your identity before responding, and we will reply within the timeframe required by applicable law. We will never treat you differently for exercising your privacy rights.

12. Age Restriction

Our website and products are intended for adults aged 18 and over. We do not knowingly collect personal information from anyone under 18. If you believe a minor has provided us with information, please contact us and we will delete it.

13. Changes to This Policy

We may update this policy from time to time. When we do, the updated version will be posted on this page. Significant changes will be communicated clearly on our website.

14. Contact Us

For any questions about this policy or how we handle your information, please contact our Privacy Officer at info@truenovaclub.com.