Legal
Privacy policy
The short version
- We use your details to deliver your order, handle returns and keep the records the law requires.
- We never sell your data. Payment, delivery and hosting providers get only what they need.
- Marketing emails and advertising cookies only with your consent, or as a past customer until you opt out.
- If you tick “remind me” at checkout, we send up to three reminders about your basket and stop as soon as you order. After an order we may ask how it went and send pieces in your child’s next size; one click stops these.
- Klára, the chat on our site, is an AI assistant. Chats are deleted after 30 days, and she only asks for your email if you want one note when something you’re after arrives.
- If you give us clothes for credit, we check your ID and a 1 Kč payment from your own bank account, as the law requires. The ID copy is kept privately and deleted if the purchase does not go ahead.
- You can see, correct or delete your data at any time by emailing us.
- Who looks after your data
- What we collect and why
- How long we keep it
- Who we share it with
- Cookies
- Your rights
- Security and changes
1. Who looks after your data
The controller of your personal data is Nikola Janakova, sole trader trading as Clover & Hem, Dub 41, 741 01 Starý Jičín, Czech Republic, IČO 24913120, registered in the Czech Trade Register. Contact for anything about your data: support@cloverandhem.com, +420 730 266 125, or post to the address above. We are a small business and have not appointed a data protection officer, as the law does not require one for us.
2. What we collect and why
| When | What | Why and on what legal basis |
|---|---|---|
| You order | Name, email, phone, delivery and billing address, items ordered, payment status (not your full card number) | To perform the contract: take payment, deliver, handle returns and complaints (Art. 6(1)(b) GDPR). To keep accounting and tax records (Art. 6(1)(c)). |
| You create an account | Email, password (encrypted), addresses, order history, favourites | To run your account at your request (Art. 6(1)(b)). |
| You give us clothes for credit (Second life) | Name, email, phone, postal address, date of birth; identity document details (type, number, issuing country, expiry date) and a photo of its front; the name and number of the bank account you send the identity payment from; photos and details of your clothes; credit issued and used | To review your clothes, make an offer and issue credit (Art. 6(1)(b)). When we buy used goods, the law requires us to identify the person selling and keep a record (§ 31 of the Czech Trade Licensing Act, Art. 6(1)(c)). We keep the copy of your ID with your consent, given when you accept an offer (Art. 6(1)(a)); without it we cannot complete a purchase. The ID copy is stored outside the public website, only we can see it, and it is never shared except where the law requires. |
| You write to us | Your message and contact details | To reply (Art. 6(1)(b) or our legitimate interest in answering questions, Art. 6(1)(f)). |
| You chat with Klára | Your messages and Klára’s replies, the page you are on, and a scrambled (hashed) version of your IP address. If you ask about an order: the order number and email you type in. If you’re logged in to your account: your first name and your latest orders, so Klára can answer questions about them without asking. Each chat gets a ticket number so we can find it if you get in touch. | To answer your questions and help you shop, and to keep the chat free of spam and abuse (our legitimate interest, Art. 6(1)(f)). Order lookups to handle your order (Art. 6(1)(b)). Replies are written by an AI model; we read chats to improve the answers. Please don’t type sensitive details such as health information or card numbers. If you ask Klára to pass something on to us (a ticket), she asks for your full name and email and we send a one-time code to that email to confirm it is yours. We then receive your name, email and the chat, treat it as a message to us, and our team may reply in the chat or by email. You can continue a ticket for 14 days after its last message by giving its number and a new code. |
| You ask us to tell you when sets in a size arrive | Your email, the size and whether for girls or boys, language, when you signed up and confirmed | To send you one email when a matching set is on the site, with your consent (Art. 6(1)(a)). We only write after you confirm your address, it is the only email we send for that request, it is never used for other marketing, and you can cancel with one click in the email or by writing to us. |
| You ask us to tell you when a size arrives, or when a piece in someone else’s basket is free again | Your email, the size or piece, language, the page you signed up on, when you signed up and confirmed, and when we last wrote | To email you when new pieces in that size are on the site (at most once a day), or once when that piece is free again or has sold, with your consent (Art. 6(1)(a)). If you are not logged in, we only write after you confirm your address. These emails are never used for other marketing, and you can stop them with one click in any of them or by writing to us. |
| You ask Klára to keep an eye out | Your email, what you’re looking for (child’s height, type of piece, a keyword), language, and when you agreed | To send you one email when a matching piece arrives, with your consent (Art. 6(1)(a)). That’s the only email we send for it, it is never used for marketing, and you can cancel with one click in the email or by writing to us. |
| You tick “remind me” at checkout | Email address, what is in your basket, language and currency, time | To send up to three reminders (about 1.5 hours, 1 day and 2 days later) if you don’t finish your order, with your consent (Art. 6(1)(a)). If a piece has sold in the meantime, we show similar ones in the same size. The last reminder may include a first-order discount code. Reminders stop as soon as you order, if you untick the box, or with one click in any reminder. If you are subscribed to our emails, we may send these reminders on the basis of that consent. |
| You subscribe to emails | Email address, sign-up time and confirmation | To send news about new pieces and offers, and a short welcome series (help with sizes, our sets, a reminder of your welcome code), with your consent (Art. 6(1)(a)). You can unsubscribe in any email. |
| You have bought from us | Email address, what you bought and its sizes, when it shipped, and whether you clicked a link in our emails | A few days after shipping we ask whether everything arrived, as part of your order (Art. 6(1)(b)). Later we may ask for a review, offer to take back outgrown clothes for credit, and tell you about new pieces in your child’s size or the next size up, based on our legitimate interest (Art. 6(1)(f) and § 7(3) of Czech Act No. 480/2004 Coll. on certain information society services). You can refuse these on the order confirmation page, with one click in every email, or by writing to us. We note which links in our emails are clicked and whether an order follows, to see which emails are useful (Art. 6(1)(f)). |
| You agree to Google’s survey after ordering | Email address, order number, delivery country, expected delivery date | After an order, Google may show a small Google Customer Reviews window. Only if you click yes, Google receives these details and emails you one short survey about your order; the ratings appear as our store rating on Google. Google Ireland Limited acts as an independent controller under its own privacy policy. Based on your consent (Art. 6(1)(a)). |
| You have ordered and did not opt out of Heureka’s survey | Email address and order number | After your order is paid we pass your email and order number to Heureka Group a.s. (Prague). Heureka sends you one short satisfaction survey as part of its Ověřeno zákazníky (Verified by customers) programme, and your rating is shown as a rating of our shop on Heureka. Heureka processes the data under its own privacy policy. Based on our legitimate interest in showing verified reviews (Art. 6(1)(f)). You can opt out with the tick box at checkout, or any time by writing to us. |
| You use the site | IP address, device and browser data, pages visited, cookies | To keep the site working and secure, prevent fraud and abuse (Art. 6(1)(f)); for statistics and advertising only with your consent (Art. 6(1)(a)). |
Giving us your order details is necessary to conclude the contract; without them we cannot deliver. Everything else is optional.
Our shop is for adults. The sizes and ages of the clothes you buy are not linked to any information about your children, and we do not knowingly collect data from children.
3. How long we keep it
- Orders, receipts and records of goods we buy: for as long as tax and accounting law requires, which is up to 10 years.
- Second life identity records (ID details, ID copy, identity payment): deleted straight away if a purchase does not go ahead (you decline, a deadline passes, or it is cancelled). After a completed purchase they are kept as long as the law on buying used goods requires, up to 10 years. Photos of clothes from submissions that did not go ahead are deleted after 12 months.
- Order data we need for possible claims: until the complaint period and the limitation period for claims end, usually 4 years after delivery.
- Your account: until you ask us to delete it, or after 3 years without any login or order.
- Email subscriptions: until you unsubscribe or withdraw consent. Customer emails based on legitimate interest: until you opt out, or 3 years after your last order.
- Basket reminders and email log: basket contents are deleted 30 days after you left them. The log of which emails we sent and whether they were clicked: 13 months. If you opt out, we keep your email address on a do-not-send list, only so that we can respect your choice.
- Messages to us: up to 3 years after the conversation ends.
- Chats with Klára: deleted automatically after 30 days, unless you asked Klára to pass something on to us; then the chat is kept like a message to us (up to 3 years). The scrambled IP address we use against spam: up to 24 hours.
- Set waitlist requests: deleted 180 days after you leave your email, whether or not a matching set arrived. The record that you confirmed your address stays with our email tool until you unsubscribe.
- Size alerts: active for 180 days (alerts for a single piece: 3 days), unconfirmed sign-ups deleted after 7 days. The record of an ended or cancelled alert is deleted after 13 months.
- Keep-an-eye-out requests: deleted 30 days after we send the email or you cancel, or after 90 days if nothing matching arrives.
- Security logs: up to 12 months.
6. Your rights
You have the right to access your data, have it corrected or deleted, restrict its processing, receive it in a portable format, and withdraw any consent. You can object at any time to processing based on our legitimate interest, and we will then stop sending you marketing straight away.
Email support@cloverandhem.com and we reply within one month. We may ask you to confirm your identity first. Some data we must keep by law (for example receipts) even if you ask us to delete it.
You may also complain to the Office for Personal Data Protection (Úřad pro ochranu osobních údajů), Pplk. Sochora 27, 170 00 Praha 7, uoou.gov.cz.
7. Security and changes
The site uses encrypted connections, card payments are handled only by our payment provider, and access to customer data is limited to us. We do not use your data for automated decisions with legal effect, apart from the fraud screening our payment provider runs on card payments. Klára’s answers are generated by AI and can be wrong; she doesn’t make decisions about you, and for anything that matters our team has the final word. To stop spam, the chat may pause for a while for a visitor who keeps sending off-topic or abusive messages; nothing else follows from that.
We may update this policy; the current version is always on this page with its date.