Privacy policy
This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from noobru.com (the “Site”).
Personal information we collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
We also collect information when you contact us ("Customer Service Information")
- Your emails to us and our replies, including any attachments you send, such as photos of a damaged parcel.
- Notes of phone calls.
- Live chat messages, the page you were on when you started the chat, and a random chat identifier stored in your browser so the chat continues as you move between pages.
- Notes, tags and follow-ups our team adds to your query, and the reason for your contact (for example "delivery" or "subscription").
- Your answers to satisfaction surveys we send after a query is resolved.
Additionally, before the chat assistant can talk about your orders, it asks for your email address and one other detail: your order number, postcode or ZIP code, the first line of your address, or your phone number. We check these against your orders. We keep a record that a check was made and whether it matched, but not the detail you typed in.
When you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information processed by our payment providers (card, Amazon Pay, Apple Pay, Google Pay), email address, and phone number. We don’t store full card numbers. We refer to this information as “Order Information”.
When we talk about “Personal Information” in this Privacy Policy, we are talking about Device Information, Customer Service Information and Order Information.
How do we use your personal information?
| What we do | Information used | Legal basis |
|---|---|---|
| Process, deliver and support your orders and subscriptions | Order, Customer Service | Contract |
| Answer your questions and complaints by email, phone and chat | Customer Service, Order | Contract; legitimate interests |
| Check the quality of our replies, train our team and our AI tools, and spot recurring problems | Customer Service | Legitimate interests |
| Screen orders for fraud and risk | Order, Device | Legitimate interests |
| Improve the Site and measure our marketing | Device | Legitimate interests; consent for non-essential cookies |
| Send marketing emails and texts | Order, contact details | Consent, or our soft opt-in for existing customers; you can opt out at any time |
| Keep tax and accounting records, and deal with disputes and chargebacks | Order, Customer Service | Legal obligation; legitimate interests |
Where we rely on legitimate interests, we have weighed them against your rights. You can object at any time.
Live chat and artificial intelligence
The chat assistant - Bruno
The live chat on noobru.com is answered first by an AI assistant, which is clearly labelled as AI. It answers from our own help articles and, once you've confirmed who you are, can tell you the status, contents and tracking of your recent orders. It also sees a short summary of your recent contact with us, so you don't have to repeat yourself. It will never read out your address, phone number or payment details.
You can ask to speak to a person at any time. When the assistant passes your chat to our team, we reply by email within 24–48 hours. If offensive language is used, the assistant warns once and then ends the chat, and the offending words are removed from what we keep.
The live chat stores a few small items in your browser's local storage: a random chat identifier, whether the chat window is open, and your text size choice. These are needed for the chat to work, aren't used for tracking or advertising, and are never shared.
Who provides it
Our AI tools are provided by Anthropic (Anthropic Ireland, Limited, with processing in the USA). They process your information only on our behalf under a data processing agreement, protected by the UK Addendum to the EU Standard Contractual Clauses, and are not permitted to use it to train their models. The results, such as summaries and reviews, are stored in our own helpdesk. Where appropriate, we implement contractual and technical safeguards designed to protect your personal information.
No decision that has a legal or similarly significant effect on you is made by AI alone.
Sharing your Personal Information
We may also share your Personal Information with carefully selected service providers, including providers of analytics, customer support and AI-powered services, where necessary to help us operate, improve and secure our business, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful requests for information we receive, or to otherwise protect our rights.
SMS
We value your privacy and are committed to safeguarding the information you provide when consenting to our SMS marketing service. This information is used to:
- Send text notifications (e.g., order updates and abandoned checkout reminders),
- Deliver text marketing offers, and
- Provide transactional messages, including review requests.
Opt-in data and consent for text messaging are not shared with third parties, except for our messaging partners, solely to enable and operate our text messaging program. Reply STOP to opt out.
Additionally, our website uses cookies to track items placed in your shopping cart, including abandoned checkouts. This data helps us identify when to send cart reminder messages via SMS.
Behavioral advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you, with your consent. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt-out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
Do not track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
Data retention
| Information | How long |
|---|---|
| Orders and invoices | 7 years, for tax and accounting |
| Customer service conversations (email, calls, chat), team notes and survey answers | 7 years from your last contact about that query, then anonymised: the text is kept, but your name, contact details, order numbers and address are removed |
| Original emails and attachments | 7 years, then deleted |
| Live chat identity checks | A record that a check happened and whether it matched, kept with the chat. The details you typed are never stored |
| Marketing preferences | Until you unsubscribe, then a suppression record so we don't contact you again |
| A record that we erased your data | Kept as proof: only the date, the reason and a one-way code of your email, so you aren't added again by mistake |
Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
Your rights
Wherever you live, you can ask us to:
- give you a copy of the personal information we hold about you;
- correct anything that's wrong or incomplete;
- delete your information, unless we need to keep it by law, for example tax records;
- restrict how we use it while a concern is looked into;
- object to uses based on our legitimate interests, and to marketing at any time;
- move information you gave us to another service, in a common format;
- withdraw consent where we rely on it, for example for marketing;
- have a person review anything the chat assistant told you.
You have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including Canada and the United States. Some providers, including Anthropic, Shopify, Klaviyo, Google and Slack, process information in the USA or Canada.
Email hello@noobru.com to make a request. We may ask you to confirm who you are. We reply within one month, or tell you if we need up to two more months for a complex request. There's no charge.
Keeping it safe
Only our customer service team can see your information, after signing in, and each person sees only what their role needs. Information is encrypted when it travels between you, us and our providers. Live chat identifiers are stored only in a scrambled form, so they can't be used to reopen your chat.
Minors/Children
The Site is not intended for individuals under the age of 18.
Contact us
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at hello@noobru.com or by mail using the details provided below:
Noobru ™
[Re: Privacy Compliance Officer]
Noobru™ t/a Noolabs Trading Limited, 14 London Street, Andover, SP102PA, United Kingdom
You can also complain to the Information Commissioner’s Office (ico.org.uk, 0303 123 1113)
Last updated: 23/10/2026