Overview

At Prana Protein, we care about your privacy. We believe in transparency, and we’re committed to being upfront about our privacy practices, including how we treat your personal information. This policy explains our privacy practices and explains how we are committed to protecting your privacy and the security of any information given to us.

Prana Protein is a trading name of Diet Chef Ltd.
Diet Chef Ltd. is registered under the Data Protection Act, Registration Number Z136582X

We will not gather or hold personal information about you unless you have given your express permission for us to do so. By placing an order, you will consent to the use of such personal information.

Any personal information held or processed will be kept up-to-date and will be destroyed as soon as the reason for it's collection or processing has lapsed. No personal data about customers will be passed to any third party, except to fulfil the delivery of the goods to you, and as is necessary to process credit or debit card payments.

Your privacy and confidence will be respected at all times.

When you place an order we need to collect your name, address, e-mail and telephone number as well as details of the method by which you intend to pay for the Goods. This information allows us to process your offer to purchase Goods and delivery of those Goods to you. We use your e-mail address to send you notification of the status of the order. We will contact you by e-mail or by telephone if any problems occur regarding delivery of the Goods to you. This information may be provided to third party service providers for the purpose of processing your offer to purchase the goods.

We may use your e-mail address to provide you with information on products, services, promotions and special offers where you have indicated that this is acceptable.

If you supply your email address without placing an order, we may pass your email to a third party organisation in order to offer you the opportunity to purchase from us. Your email address will not be used for any other purpose and will not be held on file by ourselves or any third parties after the reason for collecting it has lapsed.

Automated Information: Prana Protein automatically receives and records information from your browser or your mobile device when you visit the website, such as your IP address or unique device identifier, cookies and data about which pages you visit in order to allow us to operate and provide the Services. This information is stored in log files and is collected automatically. We may combine this information from your browser or your mobile device with other information that we or our partners collect about you, including across devices. This information is used to prevent fraud and to keep the Services secure, to analyse and understand how the Services work for customers and visitors, and to provide advertising, including across your devices, and a more personalised experience for members and visitors.

We may also automatically collect device-specific information when you install, access, or use our Services. This information may include information such as the hardware model, operating system information, app version, app usage and debugging information, browser information, IP address, and device identifiers.

Location information: We may collect information about your use of the Services for advertising, analytics, to serve content and to protect the Services, including your IP address, browser information (including referrers), device information (such as iOS IDFA, IDFV for limited non-advertising purposes, Android AAID, and, when enabled by you, location information provided by your device).

Analytics Information: We use data analytics to ensure website functionality and improve our Services. This software may record information such as how often you use the website, what happens within the website, aggregated usage, performance data, errors and debugging information, and where the websites were accessed from. We do not link the information we store within the analytics software to any personally identifiable information.

Non-Customer Information: Prana Protein may receive or obtain information (for example, an email address or IP address) about a person who is not yet a registered Prana Protein customer in connection with certain Prana Protein features, such as when a non-customer chooses to subscribe to a Prana Protein newsletter or a customer invites a non-customer to visit the website. Non-customer information is used only for the purposes given when it was submitted.

We will not sell your details to third party organisations. We will pass your details to third party organisations for the purpose of processing your offer to purchase the goods and to correspond with you via email communication.

We also partner with third parties to manage our advertising on other websites. Our third-party partners may use cookies or similar technologies in order to provide you with advertising based upon your browsing activities and interests. If you have chosen to connect your account to an external third-party application, such as Facebook, or an app developed using the API, you can change your settings and remove permission for the app by changing your account settings.

By making offer to purchase Goods you consent to the information you provide to us being processed for any of the above purposes.

The security of your personal information is important to us. We follow best-practice standards to protect the personal information submitted to us, both during transmission and after it is received.

All data transfer between your browser and our website or our website and third-parties is encrypted to prevent it being intercepted.

For more information on how we protect you and your personal information please see our Security policy

We know that customers value having control over their own information, so Prana Protein gives you the choice of providing, editing or removing certain information, as well as choices about how we contact you. You may change or correct your Prana Protein account information through your account settings. You can also request the deletion of the personal information in your account by emailing hello@pranaprotein.com.

You also have additional rights with respect to your information, such as:

  1. data access (including the right to obtain a copy of your personal data you provided to Prana Protein);

  2. data correction (including the ability to update your personal data, in many cases via your account);

  3. data deletion (including the right to have Prana Protein delete your personal information, except information we are required to retain, by contacting us)

  4. withdrawal of consent or objection to processing (including, in limited circumstances, the right to ask Prana Protein to stop processing your personal data, with some exceptions, by contacting us).

You may also control the receipt of certain types of communications from Prana Protein in your account settings. Prana Protein may send you messages about the Services or your activity. Some of these messages are required, service-related messages for customers (such as transactional messages or legal notices). Other messages are not required, such as newsletters. You can control which optional messages you choose to receive by changing your contact preferences in your account settings, and you can learn more in the “Messages from Prana Protein” section of this policy.

You may also control the receipt of certain types of communications from Prana Protein in your account settings. Prana Protein may send you messages about the Services or your activity. Some of these messages are required, service-related messages for customers (such as transactional messages or legal notices). Other messages are not required, such as newsletters. You can control which optional messages you choose to receive by changing your contact preferences in your account settings, and you can learn more in the “Messages from Prana Protein” section of this policy.

On occasion, Prana Protein may need to contact you. Primarily, these messages are delivered by email, and every account is required to keep a valid email address on file to receive messages. Prana Protein may also contact you by telephone to provide customer support or for transaction-related purposes if you request that we call you. Additionally, and with your consent, Prana Protein may send you an SMS (or similar) message or physical mail in order to provide you with customer support or to provide you with information about products and features that you may find of interest. You may update your contact preferences in your account settings or by emailing hello@pranaprotein.com.

Some messages from Prana Protein are service-related and necessary for customers. You agree that Prana Protein can send you non-marketing emails or messages, such as those related to transactions, your account, security, or product changes. Examples of service-related messages include an email address confirmation when you place an order, notification of a delivery, service availability, modification of key features or functions and correspondence with Prana Protein’s support team.

When you register for an account, subscribe to a newsletter, or provide us with your email address or phone number such as for a purchase, you receive notice of and agree (in some jurisdictions and situations, by an additional unambiguous consent) to receive marketing emails and messages from us. You can unsubscribe at any time from marketing emails through the opt-out link included in all marketing emails or messages. Customers may also control marketing emails or messages through their account settings.

We may amend or update this policy from time to time. We encourage you to check back regularly and review any updates.

If you have any questions you can;

  • Contact Prana Protein's support team via our Live Chat service.

  • Send an email to hello@pranaprotein.com.

  • Write to us at:
    Prana Protein Support Team - Privacy Policy
    46 Melville Street
    Edinburgh
    EH3 7HF

If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, or if you need any advice you should contact the Information Commissioner’s Office (ICO). Click this link to visit their website.

ICO helpline; Telephone: 0303 123 1113

Information uses, sharing and disclosure

When you access or use the Services, we collect, use, share, and otherwise process your personal information as described in this policy.

We may use your information to improve and customise our Services, including sharing of your information for such purposes, and we do so as it is necessary to pursue our legitimate interests of improving our Services for our users. This is also necessary to enable us to pursue our legitimate interests in understanding how our Services are being used, and to explore and unlock ways to develop and grow our business. It is also necessary to allow us to pursue our legitimate interests in improving our Services, efficiency, interest in Services for users and obtaining insights into usage patterns of our Services.

We may also use your information for safety and security purposes, including sharing of your information for such purposes, and we do so because it is necessary to pursue our legitimate interests in ensuring the security of our Services, including enhancing protection of our community against spam, harassment, intellectual property infringement, crime, and security risks of all kind.

We respect your privacy. Prana Protein will not disclose your name, email address or other personal information to third parties without your consent, except as specified in this policy.

We use your information to provide and improve the Services and our products, for billing and payments, for identification and authentication, for targeted online and offline marketing including through tools like Facebook Custom Audiences and Google Customer Match, to contact members or interested parties, and for general research and aggregate reporting. For example, in accordance with our existing case resolution process, we may use information you provide to resolve disputes with Prana Protein. We may learn the sorts of products that you’re interested in from your browsing and purchasing behaviour on (and off) the Website or Apps and suggest potential purchases as a result. As a core part of our Services, we have a legitimate interest in customising your on-website experience to help you discover relevant items and recommended purchases. Similarly, we may advertise our Services through a variety of different mediums and rely on your consent to do so off-website. As part of this, we may work with advertising partners such as Facebook or Google.

Prana Protein may also retain, preserve, or release your personal information to a third party in the following limited circumstances: in response to lawful requests by public authorities, including to meet legitimate national security or law enforcement requirements; to protect, establish, or exercise our legal rights or defend against legal claims, including to collect a debt; to comply with a witness summons, court order, legal process, or other legal requirement; or when we believe in good faith that such disclosure is reasonably necessary to comply with the law, prevent imminent physical harm or financial loss, or investigate, prevent, or take action regarding illegal activities, suspected fraud, threats to our property, or violations of Prana Protein Terms of Use. In these cases, our use of your information may be necessary for the purposes of our or a third party’s legitimate interest in keeping our Services secure, preventing harm or crime, enforcing or defending legal rights, or preventing damage. Such use may also be necessary to comply with a legal obligation, a court order, or to exercise or defend legal claims. It may also be necessary in the public interest (such as to prevent crime) or to protect vital interests (in rare cases where we may need to share information to prevent loss of life or personal injury).

If Prana Protein receives a lawful, verified request for a member’s records or information in one of the limited circumstances described in the previous paragraph, Prana Protein may disclose personal information, which may include, but may not be limited to, a member’s name, address, phone number, email address, and company name. Find out more about how Prana Protein responds to requests for records or information about customers of Prana Protein in our Requests for Information Policy.

Prana Protein is affiliated with a variety of businesses and works closely with them for a variety of purposes, including assisting us to perform and improve the Services. These businesses may sell items or services to you through the Services or, with your consent, offer promotions (including email promotions) to you. Prana Protein may also provide services or sell products jointly with affiliated businesses, including providing information to such partners to allow them to more effectively market to you. When an affiliated business assists in facilitating your transaction, we may need to share information related to the transaction with that affiliated business in order to facilitate your transaction, and this forms part of the Services we provide in accordance with our Terms of Use. We rely on consent (which can be withdrawn at any time) to send marketing messages and for third-party sharing relating to advertising.

Prana Protein may share demographic information with business partners, but it will be aggregated and de-personalised, so that personal information is not revealed.

Prana Protein also needs to engage third-party companies and individuals (such as payment processors, research companies, and analytics and security providers) to help us operate, provide, and market the Services. These third parties have only limited access to your information, may use your information only to perform these tasks on our behalf, and are obligated to Prana Protein not to disclose or use your information for other purposes. Our engagement of service providers is often necessary for us to provide the Services to you, particularly where such companies play important roles like processing payments and shipments and helping us keep our Service operating and secure. In some other cases, these service providers aren’t strictly necessary for us to provide the Services, but help us make it better, like by helping us conduct research into how we could better serve our users. In these latter cases, we have a legitimate interest in working with service providers to make our Services better.

In some cases, Prana Protein may choose to buy or sell assets. Such transactions may be necessary and in our legitimate interests, particularly our interest in making decisions that enable our business to develop over the long term. In these types of transactions (such as a sale, merger, liquidation, receivership, or transfer of all or substantially all of Prana Protein’s assets), customer information is typically one of the business assets that is transferred. If Prana Protein intends to transfer information about you, Prana Protein will notify you by email or by putting a prominent notice on the Website and the App, and you will be afforded an opportunity to opt out before information about you becomes subject to a different privacy policy.

Third-party plug-ins also may collect information about your use of the Website. For example, when you load a page on Prana Protein that has a social plug-in from a third-party website or service, such as a “Like” or “Send” button, you are also loading content from that third-party website. That website may request cookies directly from your browser. These interactions are subject to the privacy policy of the third-party website. In addition, certain cookies and other similar technologies on the Website are used by third parties for targeted online marketing and other purposes. These technologies allow a partner to recognise your computer or mobile device each time you use the Services. Please be aware that when you use third-party websites or services, their own terms and privacy policies will govern your use of those websites or services. Prana Protein chooses and manages these third-party technologies placed on its Websites and Apps. However, these are third-party technologies, and they are subject to that third party's privacy policy. We rely on your consent to drop and read non-technically necessary cookies.

We can speak only for ourselves; this policy does not apply to the practices of third parties that Prana Protein does not own or control or individuals that Prana Protein does not employ or manage. If you provide your information to others, different practices may apply to the use or disclosure of the information that you provide to them. Prana Protein does not control the privacy policies of third parties. Prana Protein is not responsible for the privacy or security practices of other websites on the Internet, even those linked to or from the Services. We encourage you to read the privacy policies and ask questions of third parties before you disclose your personal information to them.

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Prana Protein provides a voluntary service; you can choose whether or not you want to use the Services. However, if you want to use the Services, you need to agree to our Terms and Conditions, which set out the contract between Prana Protein and its customers.

Prana Protein will retain your information only for as long as is necessary for the purposes set out in this policy, for as long as your account is active (i.e., for the lifetime of your Prana Protein account), as described in this policy, or as needed to provide the Services to you. If you no longer want Prana Protein to use your information to provide the Services to you, you may close your account. Prana Protein will retain and use your information to the extent necessary to comply with our legal obligations (for example, if we are required to retain your information to comply with applicable tax/revenue laws), resolve disputes, enforce our agreements, and as otherwise described in this policy. We also retain log files for internal analysis purposes. These log files are generally retained for a brief period of time, except in cases where they are used for website safety and security, to improve website functionality, or we are legally obligated to retain them for longer time periods.

Your rights

Your rights

You may benefit from a number of rights in relation to your information that we process. Some rights apply only in certain limited cases, depending on your location. If you would like to manage, change, limit, or delete your personal information, you can do so via your Prana Protein account settings or by contacting us. Upon request, Prana Protein will provide you with information about whether we hold any of your personal information. By visiting your account settings, you can access, correct, change, and delete certain personal information associated with your account. In certain cases where we process your information, you may also have a right to restrict or limit the ways in which we use your personal information. In certain circumstances, you also have the right to request the deletion of your personal information, and to obtain a copy of your personal information in an easily accessible format. Please ensure you've read the options you have under the "Choice & Control" section above. If you need further assistance, you can contact Prana Protein through one of the channels listed below under “Contact us”. We will respond to your request within a reasonable timeframe.

If we process your information based on our legitimate interests as explained above, or in the public interest, you can object to this processing in certain circumstances. In such cases, we will cease processing your information unless we have compelling legitimate grounds to continue processing or where it is needed for legal reasons. Where we use your data for direct marketing purposes, you can always object using the unsubscribe link in such communications or changing your account settings.

Where you have provided your consent, you have the right to withdraw your consent to our processing of your information and your use of the Services. For example, you can withdraw your consent to email marketing by using the unsubscribe link in such communications or by changing your account settings. You can choose to withdraw your consent to our processing of your information and your use of the Services at any time by closing your account through your account settings and then emailing hello@pranaprotein.com to request that your personal information be deleted, except for information that we are required to retain. This deletion is permanent and your account cannot be reinstated.