Thank you for choosing to purchase from Koolpak Ltd. We value the trust of our customers and strive to respect your privacy when handling data relating to the use of our websites and transactions performed on our websites.
This policy describes how we collect personal data about you, the type of data we collect, how this data is used and how you, a valued customer, can control the use of your data by Koolpak Ltd.
In order to process orders and ensure the best possible levels of service, we collect certain personal and company information when you make a transaction. This includes:
We will primarily use your data to:
In addition, your data including Payment Address and Payment Details will be shared with relevant and reputable third-party banking providers including PayPal, Amazon Payments, Apple Pay and SagePay in order to verify and authorise your payment so your order can be processed. All third-parties used to process payments are under strict obligation to ensure your personal information is kept private.
Details shared are only used by both parties in order to confirm the customer is who they claim to be for fraud prevention. For credit card payments, we will never store card details and only store a ‘token’ which is recognised by SagePay and is a representation of the data stored by them. This token allows us to confirm with SagePay that the card is valid and able to be used in the purchase. For PayPal payments, we do not send any personal data before the order is complete. When PayPal is selected as the payment option, we send a session ID to PayPal and once successfully logged in to their system, the customer authorises PayPal to share their details with us from PayPal. At this point those details are used to complete the order with us. We may then send final address details to PayPal when they confirm the order has been received for continued Fraud Prevention. The same is true of Amazon Payments and Apple Pay, where the customer logs in to these third-party providers and confirms with them that their details may be shared with us in order to complete the transaction. We then may share details of the order back to these providers for continued Fraud Prevention.
Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.
Information stored in the cookie that is issued by the site is not personally identifiable by us. The value stored in the cookie is an anonymous identifier, which is not linked to any other personal information you may give us during your visit. If you do not wish to receive these cookies you can easily and safely disable them in your browser, though doing so may affect the functionality of our website.
We share cookie data with advertising and analytical providers such as Google, Bing and Facebook for the purposes of conducting online analysis and making improvements to our websites.
We operate on an opt-out basis as we rely on ‘legitimate interests’ as a lawful basis for processing personal data.
We will process your personal data for the purposes of direct marketing of similar products and services from within Koolpak Ltd in the future, unless you take the opportunity to opt out of direct marketing upon completion of your first order with us, or unsubscribe at any point.
We do however acknowledge that we deal with some private individuals, and that individual employees of companies who input personal data whilst dealing with us have the right to be informed and the right to object to direct marketing. We have therefore put in place a number of controls to put our customers in an equivalent position of control to consent, and to minimise the potential for harm or distress that any unwanted direct marketing could cause. We have concluded these steps to be reasonable and effective in balancing our interest of direct marketing with customer’s rights and expectations under GDPR.
More information on our legitimate interests assessment and justification for the above is available on request.
Further information on profiling is available on request.
The privacy of your personal data is of the highest importance to us. We will not share or sell your personal details to any company outside of Koolpak Ltd or our parent group for the purposes of sending direct marketing, only to profile data in the interests of accuracy as explained above.
Unless you have requested not to receive promotional material from Koolpak Ltd, have unsubscribed, or chosen to opt out at the point of purchase, we may use your personal information to provide you with other relevant offers and details of promotions relating to your transaction history. We may contact you in a number of ways using the personal data supplied when placing an order which includes:
We may also contact you to inform you of any open baskets we are holding open for you (this is where you may have inputted details such as email address but failed to complete your order). We do this for customer convenience as typically this occurs because of a technical fault. By keeping baskets open, customers can return to their purchase seamlessly without having to manually select products all over again. These can be unsubscribed from using a normal unsubscribe link, this will also unsubscribe you from all marketing emails from that website.
You may also receive postal marketing from other business within our parent group. You can unsubscribe from this by emailing our customer services team at email@example.com with “NO MAIL” as the email subject
When someone places an order with us, requests a quotation or catalogue, their details will be inputted to our ERP system and be stored on secure servers.
All customer personal data is stored on secure servers employing extensive security measures to ensure it remains fully protected at all times. All servers used for data storage are also physically secured and provided by reputable companies that meet the highest standards of security.
We do not store any payment card information on any of our own servers.
Koolpak Ltd will retain customer data for as long as is reasonable and necessary. For the purposes of direct marketing, ongoing customer profiling, suppression management and fraud prevention this may be a permanent basis.
However, we do acknowledge that private individuals purchase from us and under GDPR we have an obligation to ensure that data is kept up to date and accurate. We take this seriously and therefore have a number of controls in place to ensure that data can be amended easily, and that we take steps to ensure out of date data is not used for direct marketing.
More information on retention periods and the steps we have taken to keep data up to date is available on request.
Koolpak Ltd may use retained customer data for the purposes of ongoing direct marketing as well as enhancing the user experience and customer service. The data we collect and use:
We will store the details securely and back them up daily to secure cloud based servers provided by reputable data storage specialists.
We may use data for the purposes of preventing fraud in the future.
We may use data to enhance commercial analysis, customer profiling and improve targeting of future direct marketing.
Customers may unsubscribe from any marketing communication at any time. Their data will still be stored on the system and on secure servers. They will be flagged as not to be marketed to, but their data may still be used for fraud prevention, analysis and generic profiling purposes.
‘Gone away’ or out of date data will be kept on our system but will be suppressed from future marketing efforts.
There is currently no expiration of the retention period – all data is held in perpetuity as has been deemed reasonable and necessary – further information is available on request.
Koolpak Ltd will not collect more personal data than the bare minimum for the purposes of direct marketing. Nor will we retain irrelevant information. We have concluded that the data we collect during the order process is the minimum amount we require in order to conduct direct marketing.
As a valued customer and in line with GDPR, you have full control over your data and how it is used by Koolpak Ltd We offer a number of ways our customers can manage their personal data in order to ensure that our interest of direct marketing does not override fundamental rights and freedoms or fall outside of a data subject’s expectations.
Respecting your rights is important to us. We have no desire to send marketing material that is intrusive or not of interest.
Follow the “unsubscribe” link contained within all communications from Koolpak Ltd
Email our customer services team at firstname.lastname@example.org with “NO ESHOTS” as the email subject
Log in to the ‘My Account’ section on this website to manage your marketing preferences. An account is created for you at the point of order for your convenience. This account is created using only the data in which we require to fulfil your order and does not require additional information other than an email address to exist.
Click the ‘manage my preferences’ link contained within all communications from Koolpak Ltd
Email our customer services team at email@example.com with “NO MAIL” as the email subject
Email our customer services team at firstname.lastname@example.org with “NO PHONE” as the email subject
Email our customer services team at email@example.com with “REMOVE” as the email subject.
Should any of the information you have provided to us change, or require amending, please let us know the correct details by sending an email stating "Change Details" as the email subject, to firstname.lastname@example.org.
By sending a letter to Koolpak Ltd, Unit 5, 145 Sterte Road, Poole, Dorset, BH15 2AF.
By phoning our customer services team on 0800 180 4285 and stating the details you would like to rectify
Log in to the ‘My Account’ section on this website to manage your personal details. An account is created for you at the point of order for your convenience. This account is created using only the data in which we require to fulfil your order and does not require additional information other than an email address to exist.
We respect an individual’s right to access any personal data that we hold on them. As such we have an internal process in place in order to handle subject access requests expediently and in accordance with GDPR requirements.
Koolpak Ltd will:
We respect an individual’s right to delete any personal data that we hold on them.
We recommend that a global suppression may be more benefit to a data subject as opposed to a deletion. This is where we still store a minimal amount of individual’s personal data on our system, but mark it as not to be processed for any purpose. This is because it may be that we market to someone that has previously been deleted as part of a prospect list, which would obviously cause undue distress, however there would be no way for us to avoid it as we will have no record of the deleted details to suppress against.
Keeping the minimal amount of personal data we need in order to ensure that we do not contact an individual again may therefore by a preferable option. In this case we will explain to the data subject and offer a clear choice.
Koolpak Ltd have a breach reporting procedure in place and in the unlikely event of a breach, will act as per requirements under GDPR.
Our products are used by both professional and amateur sports people as well as children
We have been manufacturing
Hot & Cold Therapy products for
over 20 years
We work alongside some major Sports and First Aid brands to help develop their own range
Request the latest catalogue of products from Koolpak by clicking here