Privacy policy

1. Who we are

This Privacy Policy explains how Pond Cph ApS ("POND", "we", "us" or "our") collects, uses and protects your personal information when you visit pondcph.dk, pondcph.com, contact us or make a purchase from our online store.

Pond Cph ApS is the data controller for the personal information described in this policy.

Contact: sos@pondcph.dk
Address: Rudolphs Berghs Gade 39, 2., 2100 København Ø, Denmark
VAT DK42120715

2. Personal information we collect

Category	Detail
Device and usage information	Browser version, IP address, time zone, cookie information, pages and products viewed, search terms, referring pages and interactions with our website.
Order information	Name, billing address, shipping address, email address, phone number, order details, payment information and delivery information.
Customer support information	Information you provide when contacting us, including name, email, phone number, order details, messages, attachments and support history. This may be processed in Freshdesk and, where relevant, by AI support tools such as eesel.ai and ChatGPT/OpenAI.
Marketing information	Email address, name, marketing preferences, newsletter sign-up status, campaign interactions and segmentation data, including data processed through Drip where you have subscribed or otherwise consented.
Cookie and tracking information	Information collected through cookies, pixels, server-side tagging and similar technologies, including Meta, Google, TikTok and stape.io where used, subject to your consent choices where required.
AI-assisted support and workflow information	Content from customer service enquiries, order-related questions or internal support documents may be processed by AI tools such as eesel.ai and ChatGPT/OpenAI where used for support, drafting, knowledge-base search or workflow automation. We limit this to what is necessary and avoid unnecessary sensitive information where possible.

3. How we use your personal information

To process and fulfil your order, including payment, shipping, returns and customer support.
To communicate with you about your order, delivery, returns, complaints or customer service enquiries.
To operate, protect and improve our website and online store.
To prevent fraud, misuse and security issues.
To send newsletters, product updates and marketing where you have consented or where otherwise permitted by law.
To analyse website performance, campaign performance and customer behaviour in aggregated or pseudonymised form where possible.
To comply with legal obligations, including bookkeeping, tax, consumer protection and product safety requirements.

4. Legal basis for processing

If you are in the EEA, UK or another jurisdiction with similar data protection rules, we process your personal information on the following legal bases: performance of a contract, compliance with legal obligations, consent, legitimate interests, and where necessary to establish, exercise or defend legal claims.

You may withdraw consent at any time, for example by unsubscribing from newsletters or adjusting your cookie preferences.

5. Sharing personal information

We share personal information with trusted service providers only when necessary to operate our business, fulfil orders, provide customer support, process payments, deliver parcels, run marketing with your consent where required, analyse performance, prevent fraud or comply with legal obligations.

Shopify and third party apps verified by Shopify, which powers our online store, checkout and related ecommerce functionality.
Payment providers and fraud-prevention services used to process and secure payments.
Fulfilment, warehouse, returns and courier partners used to pack, ship, deliver and return orders, including PEAK WMS.
Drip, used for email marketing, newsletter sign-ups, customer segmentation and automated campaign emails.
Freshdesk, used for customer support, ticket management and communication history.
eesel.ai and ChatGPT/OpenAI, used to assist with customer-support workflows, internal knowledge-base search, drafting and support automation where relevant. We aim to limit any personal information processed by AI tools to what is necessary for the specific purpose.
stape.io, used for server-side tagging, tracking infrastructure and website/campaign measurement, subject to your consent choices where required.
Meta, Google and TikTok, used for advertising, analytics, conversion measurement and remarketing, subject to your consent choices where required.
Professional advisers, authorities or courts where required by law or to protect our rights.

6. International transfers

Some of our service providers may process personal information outside the EU/EEA, including in the United States, Canada or other countries. Where personal information is transferred internationally, we rely on appropriate safeguards, such as adequacy decisions, standard contractual clauses or other lawful transfer mechanisms required by data protection law.

7. Retention

We keep personal information only for as long as necessary for the purposes described in this policy, including to fulfil orders, provide customer support, comply with bookkeeping and tax obligations, resolve disputes, prevent fraud and meet legal requirements.

Marketing information is kept until you unsubscribe or withdraw consent, unless we have another lawful reason to keep limited records.

8. Automated decision-making

We do not use your personal information for fully automated decision-making that has a legal or similarly significant effect on you.

Shopify and payment providers may use limited automated processing for fraud prevention, such as temporary denylisting of IP addresses or payment details linked to repeated failed transactions. This is used to protect customers and the store from fraud and misuse.

9. Your rights

Depending on where you live, you may have the right to request access to the personal information we hold about you, ask us to correct it, delete it, restrict processing, object to processing, receive a copy in a portable format, or withdraw consent.

To exercise your rights, contact us at sos@pondcph.dk. We may need to verify your identity before responding.

You also have the right to lodge a complaint with your local data protection authority. In Denmark, this is Datatilsynet, the Danish Data Protection Agency.

10. Cookies

Cookies are small files stored on your device when you visit our website. We use necessary cookies to make the store work, and we may use analytics, performance, marketing and social media cookies if you have given consent where required.

You can manage cookies through our cookie banner and through your browser settings. Blocking cookies may affect the functionality of the website and checkout.

Cookie categories

Category	Detail
Necessary cookies	Used for core store functions such as cart, checkout, customer login, security and navigation.
Analytics cookies	Used to understand website performance, traffic and product interest.
Marketing cookies and pixels	Used for advertising, remarketing and campaign measurement, including platforms such as Meta, Google, TikTok and server-side tagging through stape.io, subject to consent where required.

11. Marketing

If you subscribe to our newsletter, we use your email address and, where provided, your name to send you updates about POND, products, campaigns and content through Drip or another email marketing provider. You can unsubscribe at any time using the link in each email or by contacting us.

12. Minors

Our website is not intended for individuals under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take appropriate steps to delete it.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal obligations or business operations. The latest version will always be available on our website.