Protein Works is committed to ensuring that your privacy is protected at all times and though you may find that there is a lot of detail in the following policy, we want you to be properly informed of your rights and how we use your data to best serve you. For example, this policy will explain what we do with your data and how we combine different pieces of information about you to build a better idea of what you may want to hear about in the future and which of our products are relevant to you.
We want you to know that we don’t sell any of the data you share with us, or that we collect.
How to Contact Us
Class Delta Limited trading as Protein Works is the “data controller” in respect of your personal data for the purposes of data protection legislation. Class Delta Limited is a limited company registered in England and Wales under company number 8170845. Our registered office is at Units 1-2 Aragon Court, Manor Park, Runcorn WA7 1SP United Kingdom.
What Data Do We Collect?
Personal data is any information that relates to you or to another person. It doesn’t include any information if you can’t be identified from that information or where your identity has been removed (anonymous data). It also doesn’t include any information relating to a company.
Whenever we collect, store, use, disclose or delete your personal data, this is referred to as processing your personal data. As a visitor to our website and customer of our products, we will process different kinds of personal data about you. We have grouped these together in different categories below:
- Identity data – data which identifies you, including your name and account login.
- Contact data – your contact details, such as your address, telephone number and email address..
- Account data – information we store if you sign up for an online account, in addition to your Identity, Contact and Purchase data, such as your gender, date of birth, your main goal, favourite products, shopping preferences (eg vegetarian or vegan) and how frequently you order from us. .
- Purchase data – information concerning the products you have purchased from us, including how frequently you purchase from us, whether you have used any discount codes or other offers, which products you have purchased and how much you have spent with us..
- Security data - for your security, we keep an encrypted record of your login password..
- Customer Service data – information relating to your interactions with us through your talks with our customer service team on the phone or via online chat, or via your interactions with us online or via email. For example, if you contact us to ask us for product advice or in the unfortunate case that you need to complain to us we may collect notes from those conversations. .
- Financial data – data we collect if you purchase from us, such as your bank account and payment card details. If you choose to save a method of payment with us, such as a credit or debit card, we will store a ‘token’ of this which is the last 4 digits of the 16 digit number in order for our credit card payment processing software (Stripe) to work. We will always need verification in order for you to purchase with a saved card in future..
- Review data – information you provide to us when you review our products on our website or provide feedback to our customer services team. .
- Marketing data – information regarding your preferences for receiving marketing communications from us or opt-out data and any voucher codes or other offers we have sent you. .
- Usage data – information about how you use our site and our products and services, including how you navigate our site, which pages you view, the advertisements you click on, any search terms you enter and if you encounter any problems. We also collect details of how you arrive at our site (eg through Google), items viewed or added to your basket, wish list choices, products you show interest in and web pages you visit..
- Technical data –electronic information which is automatically logged/stored by processing equipment, including internet protocol (IP) address, your login data, browser type and version, time zone setting and location, country and telephone code where your computer is located, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access our site..
- Social Media data – data we have access to through a social media platform when you connect with us or like or follow our social media accounts, including your social media handle, photograph, date of birth, location, occupation, interests and other information and content you make available via your social media accounts..
We ask you for this information, collect it and use it to recommend products of interest and to tailor your shopping experience with us. Of course, you have control over whether you share most of this information with us and if at any time you are uncomfortable about the data we hold, you can contact us to discuss this with us and there are legal rights you can enforce, for example if you want us to stop sending you marketing emails (as explained further below in the section “What Are Your Rights Over Your Data?”).
From time to time, we may anonymise some of your personal data so that it can no longer be linked to you. We are most likely to do this with your Usage and Technical data. We may then aggregate that data with other information we hold to create statistical or demographic data (eg to assess how our website is performing).
We do not collect any special category or criminal data about you (such as information about your health, criminal record, race, political opinions, religious beliefs or your sexuality).
When Do We Collect Your Data?
Direct interactions: The majority of the personal data we hold about you is collected when you interact with us or correspond with us directly (via our site, by email, telephone, by post or on social media). This includes personal data you provide when you: visit our website;
- create an online account on our site;
- purchase our products online or via the phone;
- sign up to receive marketing emails from us;
- engage with us on social media, such as by following us, liking our posts, commenting on our posts or sending direct messages;
- contact us by any means with queries, complaints etc;
- enter prize draws or competitions;
- choose to complete any feedback surveys we send you;
- comment on or review our products on our site.
Automated technology: When you visit our site, our systems will automatically collect information about your equipment, browsing actions and patterns. We collect this personal data (namely Technical and Usage data) by using cookies, tracking pixels, server logs and other similar technologies. Please see our Cookies Policy [●] and the section headed “Cookies” below.
Other third parties: We may also receive personal data about you from various third parties as set out below:
- Our online payment provider (currently Stripe) who provides payment services to us to allow us to process electronic payments for products;
- Analytics providers, such as Google Analytics who provide us with Technical and Usage data;
- Advertising networks, such as Google Adwords and Facebook who provide us with Technical and Usage data;
- Operators of social media platforms, including Facebook, Instagram, Snapchat, TikTok, Twitter and YouTube who are based both inside and outside of the UK and EEA.
- Online postcode look-up services to autofill your delivery address, for example.
How and Why We Use Your Personal Data
We only process your personal data where we have a legal basis to do so. The legal basis will vary depending on the reason we are collecting your personal data. Sometimes we might rely on more than one legal basis when we process your personal data depending on why are using your data. Please contact us at any time if you need more information about how we are using your personal data and which legal basis we are relying on.
We have summarised below the legal basis we rely on to use your personal data and examples of how this works in practice:
- To manage our relationship with you (which may include processing Identity,Contact, Account, Security, Customer Service, Purchase, Review, Marketing, Usage, Technical and Social Media data);
- To promote our products and our business, including online and via social media (which may include processing Identity, Contact, Account, Customer Service, Purchase, Review, Marketing, Usage and Social Media data);
- To personalise our marketing to you to provide you with a better and more engaging experience (which may include processing Identity, Contact, Account, Customer Service, Purchase, Review, Marketing, Usage, Technical and Social Media data);
- To correspond with you concerning your account and purchases and respond to queries, refund requests and complaints (which may include processing Identity, Contact, Account, Customer Service, Purchase, Review, Marketing, Usage and Social Media data);
- To conduct our business and operate as retailer of nutrition products, to further our business interests and operate profitably (which may include processing Identity, Contact, Account, Customer Service, Purchase, Review, Marketing, Usage, Technical and Social Media data);
- To ensure we provide the best products and customer service (which may include processing Identity, Contact, Account, Customer Service, Purchase, Review, Marketing, Usage, Technical and Social Media data);
- To send you survey and feedback requests to help improve our services (which may include processing Identity, Contact, Account, Customer Service, Purchase, Review, Marketing, Usage and Social Media data). These messages will not include any promotional content and do not require prior consent. As usual, you are free to opt out of receiving these requests from us at any time by updating your preferences in your online account;
- To develop, test and improve the systems, services and products we provide to you (which may include processing Identity, Contact, Account, Customer Service, Purchase, Review, Usage and Technical data). For example, we’ll record your browser’s Session ID to help us understand more when you leave us online feedback about any problems you’re having;
- To prevent and detect crime, including fraud (which may include processing Identity, Contact, Account, Security, Financial, Usage and Technical data). This includes using your personal data to maintain, update and safeguard your account. We’ll also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our website; and
- To protect our business and financial interests and to establish, exercise or defend legal claims (which may include processing Identity, Contact, Account, Security, Customer Service, Financial, Purchase, Review, Marketing, Usage, Technical and Social Media data).
- IT companies who support our website and provide other business systems, such as Amazon Web Services (AWS), Magento, AWIN (Affiliate Window), Rakuten, WMS, Sage, PayPal, Stripe (who process payments for us), the Google Cloud platform, and Postcode Anywhere (PCA) who look up your post code in our checkout to make finding your full address faster;
- Operational companies such as delivery couriers. We review the contracts of our hand selected couriers on a regular basis to ensure they look after your data like its family too – and we’re confident they all comply with best practice.
- Third party ‘shop now, pay later’ finance providers, such as Klarna.
- Marketing and customer communication companies who help us manage our communications with you and help us review our services. For example, our email marketing service provider who are called dotdigital and our customer experience software, Delighted.
- Online data analytics companies who provide us with insights into how our website is used and allow us to improve our offerings, such as Google Analytics and Google Tag Management.
- Social media platforms and online search engines, such as Facebook, Twitter, Instagram, YouTube, Pinterest, Snapchat and Google, to show you products that might interest you while you’re browsing the internet and using social media platforms.
- Within Protein Works group of companies, including for the purposes of our regular reporting activities on company performance, operating our business, for system maintenance support and hosting of data or in the context of a business reorganisation or group restructuring exercise.
- Third parties to whom we may choose to sell, transfer or merge parts of our business or assets. Alternatively, we may seek to acquire other businesses or merge with them.
- If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce any agreements, or to protect the rights, property or safety of our business, our customers or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction, with HM Revenue & Customs, the police, regulators and other authorities and public bodies where we are required to do so by law.
- Professional advisers, including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accountancy services.
- We will transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries.
- In some instances, we may use specific contracts approved by the European Commission which give personal data the same protection it has in the EEA. For further details, see European Commission: Model contracts for the transfer of personal data to third countries.
- to request access to your personal data that we hold and to receive certain information relating to that data;
- to ask us to rectify inaccurate data or to complete incomplete data;
- to receive or ask for your personal data to be transferred to a third party (note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you);
- to request the erasure of personal data where there is no good reason for us continuing to process it (note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request);
- to object to how we process your personal data where we believe we have a legitimate interest in processing it (as explained above) (note that in some cases we may demonstrate that we have compelling legitimate grounds to process your data which override your rights and freedoms);
- to restrict processing of your personal data in certain scenarios, for example if you want us to establish the accuracy of the data or you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it (note that when processing is restricted, we are allowed to retain sufficient information about you to ensure that the restriction is respected in future); and
- to withdraw your consent at any time where you have provided your consent to the collection, processing and transfer of your personal information for a specific purpose. Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legitimate basis for doing so in law. If you withdraw your consent, we may not be able to provide certain services to you.
We will need to process your data when you purchase products from us so that we can fulfil your order, take payment from you and deliver your products. We are likely to need to process your Identity, Contact, Account, Purchase, Customer Service and Financial data on this basis to allow us to perform the contract between us for your order.
Performance of a contact
Some of the information you provide to us will be processed on the basis of consent (further details provided in “What Are Your Rights Over Your Data” below). You provide this information to us because you want us to keep you updated on our products and send you email communications advertising products or offering workout advice you might be interested in. Some of the information we ask you for is optional, but by providing this information you will receive more relevant communications from us. Normally where you see a * that means the data is required if you want to open an account or purchase a product. Where we process information on the basis of consent, if at any time you want us to stop processing this information, you can withdraw your consent and we will stop (save for information we have to continue processing if you want to continue with an order or for us to comply with legal requirements). Sharing information with us helps to give us a more accurate picture of you and what you like, so we can tailor things in the future and cut the ‘noise’ out of messages, offers, or updates that aren’t relevant to you. A great example of this is around diet. A lot of our customers are vegan, so by sharing that with us, we can talk to you about just vegan products as often as we can.
We will obtain your consent to collect certain Usage and Technical data when we ask you to consent to cookies.
Further, we will only send you marketing emails on the basis of your consent. Our marketing email provider Dotdigital uses a pixel contained in our emails to track whether they are opened and which features people click on. This means we can send you email content that’s tailored to you – for example if you’re only showing us you’re interested in Vegan products then we can make sure that you see more of that and less of the things you’re not interested in. Please see our Cookies Policy [●] and the section headed “Cookies” below. At present the technology doesn’t exist to enable you to open an email without tracking firing. If you want to opt out of email tracking, simply opt out of our emails.
Of course, you can change your marketing preferences at any time. We have functionality in the My Account section of our website to enable you to manage your preferences in much more detail. In addition to that, we also have a Preference Centre so when you hit ‘unsubscribe’ at the bottom of any of our emails at any time, you can manage the frequency, type and content of emails should you want to tailor things. Of course, you are free to opt out of hearing from us by any of these channels at any time.
To comply with a legal or regulatory obligation
For the purpose of our legitimate interests
We also process your personal data where we consider it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
We pride ourselves on providing you with a personalised experience and to do this we need to understand your preferences to tailor our products and communications to you. To do this, we use different data points in order to create a picture of you. This is hypothetical based on the information we have, and we do our best to personalise your experience now and in the future.
Once we have relevant enough data we will use that from time to time to personalise things, like the offers and content you see to ensure they are most likely of interest to you. Of course, if you wish to change how we use your data, you’ll find details in the “What Are Your Rights Over Your Data?” section below.
Our legitimate interests in processing your personal data for our own business purposes include the following:
Combining Your Data
We want to bring you offers and promotions that are most relevant to your interests at particular times. To help us form a better, overall understanding of you as a customer, we combine your personal data, for example your shopping history and data that we obtain from third parties to whom you have given your consent to pass that data onto us. A good example of this would be your recently viewed products and the information you’ve made available with your social media account. This helps us ensure the adverts you see from us are tailored to what you like or what we think you’ll like based on trends we’re seeing across our customer base and in the market.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we wish to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so
We may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
If You Fail to Provide Personal Data
Where we need to collect personal data from you in order to comply with our legal obligations or to perform a contract we have with you and you fail to provide that data when requested, we may not be able to perform the relevant contract (for example, to deliver your products or process your payment). In this case, we may have to cancel the relevant contract.
We know how much data security matters to all our customers. Everyone at Protein Works is an online shopper too – so we feel strongly about the protection of your data and treat it like its family.
We secure access to all transactional areas of our websites and apps using ‘https’ technology which is the most secure way. Access to your personal data is password protected, and sensitive data such as payment card information is secured and tokenized to ensure it is protected. We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security. We are committed to ensuring that your information is secure.
In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Your personal data is only available to authorised personnel of Protein Works who need access to the information in order to fulfil their duties. They will only process your personal data on our instructions and they shall be subject to a duty of confidentiality.
We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected breach where we are legally required to do so.
Unfortunately, however, the transmission of information via the internet is not completely secure. Although we do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Once we no longer require your personal information, we will take reasonable steps to destroy it in a secure manner.
How Long Will We Keep Your Data?
Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected. At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
When you place an order, we’ll keep the personal data you give us forever unless you ask us to remove it, this is done so in order to uphold our industry-first and only Lifetime Guarantee. We also hold it for this period of time so we can comply with our legal and contractual obligations around product recalls and so on.
We keep the majority of your personal data for a period of six years following your last purchase or contact with us so that we can provide good customer service, exercise our legal right, defend any legal claims or exercise product recalls if necessary. We will also keep an archive of purchases as part of our business records. Obviously, where you specifically contact us to ask us to delete your personal data or where you withdraw the consent we are relying on to process your personal data, we may be required to delete your data (or part of it) sooner than this.
With marketing consents, we may ask for your updated consent from time to time if we have not heard from you in a while to check that you still want to receive our emails. If you decide to opt-out we will keep a record of this alongside your email address or other contact details to ensure we do not send you marketing communications.
We shall not have any liability whatsoever to you for the deletion of personal data in accordance with our data retention policy.
Who Do We Share Your Data With?
We require third parties to respect the security of your data, keep it confidential, and to treat it in accordance with the law.
We may share your personal data with the following third parties in order to perform a contract with you, comply with a legal obligation, in our legitimate interests of conducting our business or where you have consented:
Where we share data with a third party for them to process on our behalf, we require our data processors to respect the security of your personal data and to treat it in accordance with the law. We do not allow our data processors to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions as set out in our data processing agreements.
From time to time, we enter into agreements with third party brands to cross-advertise our products to our respective customers. This means you might see third party ads on flyers in your parcel when you receive an order from us. Don’t worry, we don’t share your personal data with these third parties.
Where Is Your Data Processed?
If we need to transfer your data outside of the UK or EEA, we ensure your data receives the same protection as if it were being processed inside the UK by ensuring at least one of the following safeguards is implemented:
Please contact us if you want further information on the specific mechanism used by us when transferring your personal data outside of the UK or EEA.
What Are Your Rights Over Your Data?
At the end of the day, the data you share with and that we collect as per the detail described in this policy, is your data. As such you have rights over what we hold and how we use it. Where we are the controller of your personal data, you have the following rights:
You have the right to request a copy of any information we hold about you at any time, and also to have that information corrected if it is inaccurate. To ask for your information or to change it at any time, please contact [email protected] log into your account and edit your preferences or call us on +44 (0)1928 571 677. You can also write to us at Protein Works Towers, Units 1-2 Aragon Court, Manor Park, Runcorn, Cheshire WA7 1SP United Kingdom.
If we choose not to action your request, we will explain to you the reasons for our refusal.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is manifestly unfounded or excessive, in particular because of their repetitive character. Alternatively, we may refuse to comply with your request in these circumstances.
How Can You Edit & Stop Preferences?
There are several ways you can stop direct marketing communications from us:
Links To Other Websites
How to complain
Please let us know if you are unhappy with how we have used your personal information. You can contact us at [email protected] or call us on +44 (0)1928 571 677.
You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please do contact us in the first instance and we shall endeavour to resolve your complaint.
Changes to your data
Please let us know if you change your contact details. You have the right to question any information we hold about you that you think is wrong or incomplete. Please contact us if you want to do this.
For example, we use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website, but you are free to do this any time, simply follow your browsers instructions on how to disable cookies.
If you do disable cookies on your computer then your experience with us will be impaired – some of the cookies for example help us resolve errors, or recall your saved basket, or to show you relevant products on our site, in our emails or other advertisements based on your browsing or purchase history. So it helps us give you value rather than give you a one size fits all experience.
We also have some carefully selected third party partners, that may set cookies and use tracking pixels (small snippets of code that collect data and send it directly to a server rather than storing it on your browser like a cookie) at the time of your visit so that we can show you relevant content after your visit to our site. The Network Advertising Initiative website is a very handy tool you can use to view the cookies your browser has opted in to and gives you some granular control over opting out of them too – this would go for the majority of websites you visit, not simply ours.
You can visit the NAI here - please note that we can’t be responsible for the content on external websites.
You can also use your specific social platforms and their privacy settings to adjust your preferences when it comes to pixels and tracking. This is the quickest way to do this now as technology limitations across the internet mean it’s very difficult for any retailer to easily provide granular opting out of pixels. Although we are working hard on developing this bespoke technology for our customers, and are ahead of other retailers in these efforts, it isn’t here yet. But watch this space as we’ll update you as soon as we have it.
Our email provider Dotdigital also uses a pixel to help us view things like the openings of emails, clicks on emails and other useful information that will allow us to tailor what we send you and when. This means we can send you email content that’s tailored to you – for example if you’re only showing us your interested in Vegan products then we can make sure that you see more of that and less of the things you’re not interested in. At present the technology doesn’t exist to enable you to open an email without tracking firing. However, we are at the forefront of developing this technology and hope to have it very soon- again we are leading the charge in the sector on this! As soon as we release the technology, we will update this page, so please do return here for that update. In the meantime if you want to opt out of email tracking, simply opt out of our emails. You can easily do this via the link at the bottom of any email, or in your account section. Alternatively, email, call or get us on live chat.
We use the following cookies
- Strictly necessary cookies. These are required for the operation of our site.
- Analytics cookies. [to be completed]
- Functional cookies. These enable us to analyse the use of our site in order to measure and improve performance.
- Marketing cookies. These record your visit to our site, the pages you have visited and the links you have followed. We will use this information to make the content of our site and advertising more relevant to your interests.
Third party cookies on our site
Links To Other Websites
List Of Cookies We Collect
To view the list of cookies and details about them please click here