Privacy Policy

1. Introduction

This privacy policy explains how MemSnaps LTD collects, uses, stores, and protects personal data when you visit memsnaps.co.uk, create an account, upload photos, place an order, contact us, or otherwise use our services.

We have written this notice to give straightforward information about what we do with personal data, why we do it, who we share it with, and what rights you have under UK data protection law.

2. Who is the data controller?

MemSnaps LTD is the controller of the personal data described in this policy. That means we decide how and why your personal data is used for our website and print services.

MemSnaps LTD
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ

If you have questions about this policy or want to exercise your privacy rights, you can contact us at [email protected].

3. What personal data we collect

Depending on how you use MemSnaps, we may collect:

• Identity and contact details such as your name, email address, phone number, billing address, and delivery address
• Account details such as your login information and basic account preferences
• Order details such as the products you order, quantities, finish choices, order notes, tracking details, refunds, and order history
• Photo content and uploaded files you provide so we can create and fulfil your print order
• Payment and transaction information. Card details are processed by Stripe and are not stored by us.
• Support records such as messages you send to customer support and any information needed to resolve a query or complaint
• Technical and usage information such as IP address, browser type, device information, and basic site analytics

4. How and why we use personal data

We use personal data for different purposes depending on how you interact with MemSnaps.

4.1 Creating and managing your account

We use your name, email address, and account details to let you register, sign in, manage saved information, and access your order history.

4.2 Uploading and preparing your photos

We use the photos and files you upload to provide the editing, cropping, orientation, and print preparation features needed to create your chosen product.

4.3 Processing orders, payments, and delivery

We use your personal data to create orders, take payment, print your products, arrange dispatch, provide tracking, and manage refunds, cancellations, and delivery issues.

4.4 Customer support

We use your contact details, order information, and support messages to answer questions, investigate problems, and resolve complaints.

4.5 Service communications

We send transactional messages such as order confirmations, dispatch notifications, delivery-related updates, account notices, and other service messages necessary to run your order.

4.6 Improving and securing our services

We use certain technical, usage, and order data to protect the website, prevent abuse, troubleshoot issues, and improve how the service works.

4.7 Marketing, reminders, and review requests

Where permitted, we may send customer lifecycle emails such as cart reminders, post-delivery follow-ups, or requests to review your experience. We may also send marketing messages where you have signed up or where the law otherwise allows us to do so.

5. Our lawful bases

Under UK GDPR, we must have a lawful basis for using personal data. The bases we rely on include:

• Contract where we need your data to create your account, process your order, take payment, and arrange delivery
• Legal obligation where we must keep records for tax, accounting, anti-fraud, and regulatory reasons
• Legitimate interests where we need to run, support, secure, and improve MemSnaps, provided those interests are not overridden by your rights
• Consent where we rely on it for optional activities

6. Photos and uploaded content

We use uploaded photos only to provide the service you have asked us to provide, unless you separately agree otherwise. We do not use your photos in advertising or public marketing without your permission.

Photos may be stored in our cloud systems for the period needed to process, fulfil, troubleshoot, and support your order. After that, they are deleted in line with our operational retention rules.

7. Orders, payments, and delivery

When you place an order, we process the information needed to complete the transaction, produce the order, and deliver it to the address you provide.

Payment card details are handled by Stripe as our payment provider. We receive payment status and limited transaction information needed to manage your order, but we do not store full card details on our own systems.

8. Customer support

If you contact us, we use the information you provide, along with relevant order details, to answer your question, investigate the issue, and provide support.

9. Marketing, reminders, and review emails

We may send service-related or lifecycle emails connected to your use of MemSnaps, including abandoned cart reminders for signed-in users, delivery updates, and post-purchase review requests.

Where we send broader marketing communications, we do so in line with applicable law and provide a way to unsubscribe where required.

10. Who we share information with

We share information only where needed to run MemSnaps, for example with:

• Stripe for payment processing
• Royal Mail and other delivery providers for shipping and tracking
• Google Cloud for hosting, storage, and infrastructure
• Firebase for authentication and account-related services
• Resend, fallback providers such as SendGrid, or other email providers we use for transactional messages
• Professional advisers, regulators, insurers, or law enforcement where we are legally required or where it is necessary to protect our business or customers

11. International transfers

Some of our service providers may process information outside the UK. Where that happens, we aim to use providers and arrangements that include appropriate safeguards required by UK data protection law.

12. How long we keep information

We keep personal information only for as long as reasonably necessary for the purposes set out above. In practice, this usually means:

• Order and accounting records are retained for up to 6 years
• Account information is kept while your account remains active and for a reasonable period afterwards if needed for support, fraud prevention, or legal compliance
• Uploaded photos are retained only for the period needed to process, fulfil, and support your order, then deleted in line with our operational retention rules

13. Your rights

Under UK data protection law, you may have the right to:

• Ask for a copy of the personal information we hold about you
• Ask us to correct inaccurate or incomplete information
• Ask us to delete information in certain circumstances
• Ask us to restrict or object to certain processing
• Ask us to transfer certain information to you or another provider
• Withdraw consent where we rely on consent

To exercise any of these rights, contact [email protected]. You also have the right to complain to the Information Commissioner's Office.

14. Cookies and analytics

We use cookies and similar technologies to run the website, keep shopping and account sessions working, and understand how the site is used. For more detail, please see our Cookie Policy.

15. Changes to this notice

We may update this privacy policy from time to time to reflect changes to the law, our services, or the way we process information. The latest version will always be published on this page.