Privacy policy

1. Introduction 

Welcome to the Protokols website (the “Website”). At Protokols (“we”, “us” or “our”), we value and respect your privacy. This Privacy Policy explains how we collect, use, share and protect your personal information when you visit and interact with our Website. 

PROTOKOLS NUTRITION LTD, trading as Protokols, company number 17267247, is the controller responsible for the personal information described here. Our contact details are in Section 9. This is an information notice; accessing or using the Website does not itself give consent to processing that requires consent. 

2. Information We Collect 

We may collect and process the following types of information: 

Personal Information: When you interact with our Website, we may collect information you provide voluntarily, such as your name, email address, postal address, phone number, order and subscription details, payment information and customer support correspondence. Payment providers process payment details and provide transaction confirmations. Contact, delivery and payment details needed to fulfil an order are required for that contract; without them we may be unable to accept or deliver it. Optional marketing and quiz information is not required to buy products. 

Usage Information: We collect information about use of the Website, such as IP address, browser type, operating system, pages visited and actions taken, subject to the cookie and privacy controls that apply. We receive relevant order, payment and delivery status information from the service providers described in Section 4. 

Quiz Information: If you choose to complete a product quiz, we collect the answers you submit to provide the requested suggestions. If answers reveal health information, we will explain that collection at the point of use and obtain separate explicit consent before using that information for quiz suggestions. You may skip optional questions or withdraw consent by contacting us. Quiz suggestions are general information and do not replace medical advice. 

Cookies and Similar Technologies: We may use cookies and similar technologies to operate the Website and understand its use. Strictly necessary technologies do not need consent. We request consent before optional analytics or advertising technologies unless a specific legal exception applies and its conditions are met. You can accept, refuse or change optional choices through our cookie controls and adjust your browser settings; refusing necessary cookies may limit website functions. The cookie information accessible through those controls explains the technologies, purposes, providers and durations. 

3. How We Use Your Information 

We use the information we collect for purposes including: 

Providing, maintaining and improving our products and services: on the basis of our legitimate interests in running and improving the business, subject to your rights, or consent where required for the technology used. 

Processing and fulfilling your orders and subscriptions: to perform our contract with you and take steps at your request before entering it. This includes payments, delivery, cancellation, returns and refunds. 

Communicating with you about orders and account information: to perform the contract or respond to your request. Promotional messages are handled separately as described below. 

Sending marketing communications, newsletters and updates: with your consent, or under the existing-customer exception where all legal conditions are met, including an opportunity to opt out when details are collected and in every message. Where that exception applies, our lawful basis is our legitimate interest in promoting our own similar products. You can unsubscribe at any time without affecting order messages. 

Understanding usage patterns and preferences to improve user experience: on the basis of consent where required, or our legitimate interests in understanding and improving the Website where permitted by law and subject to your rights. 

Protecting our rights and preventing fraudulent activity: on the basis of our legitimate interests in security, preventing misuse and handling claims. We also process records to meet legal obligations, such as accounting and responding to lawful regulatory requests. 

Providing optional quiz suggestions: on the basis of consent. If health information is involved, we also rely on your explicit consent for that special category information. We do not treat quiz consent as permission for email marketing or advertising use of health answers. Withdrawal does not affect the lawfulness of processing before withdrawal. 

We retain information only for as long as needed for its purpose. We assess account activity, fulfilment and return requirements, the need to resolve complaints, applicable accounting or other legal duties and relevant claim periods. Marketing information is kept while permission or another valid basis continues; a limited suppression record may be kept to respect an opt-out. Quiz answers are kept only for the stated quiz purpose and necessary follow-up, subject to withdrawal and any lawful need to retain them. We then delete or anonymize information securely. 

4. How We Share Your Information 

We may share your information with third parties in the following circumstances: 

Service Providers: We engage providers for ecommerce hosting (including Shopify), account and subscription management, payment processing, fulfilment, delivery, customer support, optional quiz services, marketing and website analytics where used. They receive the information needed for their function and process it under appropriate contracts or their own legal responsibilities where they act as independent controllers. 

Legal Requirements: We may disclose information to comply with legal obligations or lawful requests, or where necessary and proportionate to protect our rights, privacy, safety or property, including with professional advisers, regulators and law enforcement. 

Business Transfers: If we are involved in a merger, acquisition or sale of assets, relevant information may be transferred as part of that transaction, subject to appropriate confidentiality, legal safeguards and any notice required. 

Some providers may process information outside the United Kingdom. Where a restricted international transfer occurs, we use an applicable UK adequacy regulation or appropriate safeguards, such as approved contractual terms with the necessary UK International Data Transfer Agreement or UK Addendum, and assess the protections required. Contact us for information about relevant destinations and safeguards and how to obtain a copy. 

5. Your Rights and Choices 

Under applicable data protection law, and subject to the conditions and exceptions for each right, you may: 

Access and request copies of your personal information; correct inaccuracies; request deletion; request restriction of processing; and request portability of information where applicable. 

Withdraw consent at any time for processing based on consent, using the relevant controls, unsubscribe link or contact details in Section 9. 

You have the right to object to processing based on legitimate interests where your circumstances justify it. You have an unconditional right to object to direct marketing at any time, including related profiling. 

To exercise these rights, contact us using Section 9. We may ask for proportionate information to verify your identity. We normally respond within one month, subject to any lawful extension or adjustment, which we will explain. You can also complain to the Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/ or call 0303 123 1113; you do not have to complain to us first. 

6. Data Security 

We implement reasonable security measures to protect your information. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security. This does not limit our obligations under data protection law. 

7. Links to Third-Party Websites 

Our Website may contain links to third-party websites. We are not responsible for the privacy practices or content of these websites. We recommend reviewing their privacy policies before providing any personal information. 

8. Children's Privacy 

Our purchasing, customer account and subscription services are intended for adults aged 18 and over. We do not knowingly collect children’s information through those adult services. If you believe a child has provided personal information, contact us so we can assess it and take appropriate action. This age policy does not remove children’s data protection rights or our legal duties where children’s information is processed. 

9. Contact Us 

If you have any questions, concerns, rights requests or complaints regarding this Privacy Policy, please contact us at: 

PROTOKOLS NUTRITION LTD, trading as Protokols. Company registration number: 17267247. Registered office: Suite 482, Office 408, Screenworks, 22 Highbury Grove, London, United Kingdom, N5 2ER. 

Email: info@protokols.co.uk. 

We will acknowledge a data protection complaint within 30 days, investigate without undue delay and explain the outcome. This acknowledgement period is separate from the normal one-month response period for data rights requests in Section 5. 

10. Changes to this Privacy Policy 

We may update this Privacy Policy from time to time. The most current version will be posted on the Website with its revision date. We will provide appropriate notice of a material change and obtain fresh consent where required. Continued website use does not itself give consent to revised processing. 

Document reference: PTK-POL-002. Version: 1.1. Document revised: 4 October 2026.