Policies

General Information & Privacy Policy

Welcome to Helova.

Helova is an online beauty, self-care and lifestyle brand based in Duhok, Kurdistan Region, Iraq.

We aim to make every shopping experience clear, reliable and thoughtfully handled. These policies explain how we manage orders, payments, delivery, returns, refunds, personal information, cookies and product care.

These policies apply to purchases made through helova.co and any official checkout, payment page or customer-service channel authorised by Helova.

For current customer-support information, including official email addresses, telephone numbers and available contact methods, please visit the Contact page on helova.co.

Only contact information published on helova.co or Helova’s verified social-media accounts should be treated as official.

5.1Helova’s Privacy Commitment

Helova respects customer privacy and aims to collect only the personal information reasonably needed to:

• operate the website
• process orders
• arrange payment and delivery
• provide customer support
• prevent fraud
• improve services; and
• comply with legal obligations.

Helova does not sell customers’ personal information.

5.2Information Helova May Collect

Identity information

Helova may collect:

• full name
• username
• account details; and
• age confirmation where relevant.

Contact information

Helova may collect:

• telephone number
• email address
• delivery address
• billing address; and
• communication preferences.

Order information

Helova may collect:

• products ordered
• selected variations
• quantities
• order value
• discounts
• delivery method
• payment status
• return history; and
• support requests.

Payment information

Helova may receive limited payment information, including:

• payment method
• payment status
• transaction reference
• amount
• currency; and
• limited information provided by the payment processor.

Helova does not intentionally store complete card numbers, card security codes, banking passwords or one-time payment passwords.

Website and technical information

Helova may collect:

• IP address
• browser type
• device type
• operating system
• pages viewed
• approximate location derived from an IP address
• referral source
• cookie identifiers; and
• website interaction information.

Communications

Helova may keep communications sent through:

• contact forms
• email
• telephone
• messaging services
• social media
• product reviews; and
• customer-support conversations.

5.3How Helova Uses Personal Information

Helova may use personal information to:

• create and manage customer accounts
• process and confirm orders
• receive and verify payments
• arrange delivery
• communicate about an order
• process returns and refunds
• provide customer support
• investigate complaints
• detect fraud or misuse
• protect website security
• maintain business records
• comply with legal obligations
• improve products and services
• analyse website performance; and
• send marketing where the customer has consented or where otherwise permitted.

5.4Marketing Communications

Helova may send product news, offers or announcements where the customer has chosen to receive them or where otherwise permitted.

Customers may unsubscribe at any time by:

• using an unsubscribe link
• changing available account preferences; or
• contacting Helova through the Contact page.

Opting out of marketing does not prevent necessary order, payment, security or customer-service communications.

5.5Sharing Personal Information

Helova may share information with trusted providers where reasonably necessary, including:

• website hosting providers
• WordPress and WooCommerce services
• Wayl and other payment processors
• banks and digital-wallet providers
• delivery and courier companies
• email or messaging providers
• website analytics providers
• security and fraud-prevention providers
• professional advisers
• government or regulatory authorities where legally required; and
• a lawful buyer or successor if the business is sold or reorganised.

Providers should receive only the information reasonably needed to perform their service.

5.6Payment Providers

When a customer selects Wayl or another payment method, information needed to create, process and verify the payment may be shared with the payment provider.

This may include:

• order number
• order amount
• currency
• product details
• shipping amount
• discounts
• customer name
• customer contact information
• payment status; and
• transaction reference.

The payment provider processes information according to its own terms and privacy practices.

5.7Courier Information

Delivery providers may receive:

• customer name
• telephone number
• delivery address
• parcel details
• amount payable for cash on delivery; and
• delivery instructions.

Couriers may contact customers directly to arrange or complete delivery.

5.8International Data Processing

Some hosting, communication, analytics, security or payment providers may process information outside Iraq.

Helova will take reasonable steps to use reputable providers and protect customer information according to applicable security, contractual and legal requirements.

5.9Data Retention

Helova keeps personal information only for as long as reasonably necessary for:

• completing orders
• managing returns
• resolving disputes
• maintaining transaction and accounting records
• preventing fraud
• enforcing agreements; and
• meeting legal obligations.

Order and transaction records may be retained for a reasonable business or legally required period.

Information that is no longer needed may be deleted, anonymised or securely restricted.

5.10Customer Privacy Requests

Subject to applicable law and reasonable identity verification, customers may request:

• access to personal information held about them
• correction of inaccurate information
• deletion of information no longer needed
• withdrawal of marketing consent
• restriction of certain uses
• objection to certain processing; or
• closure of their account.

Some information may need to be retained for completed transactions, taxation, fraud prevention, legal claims or other lawful requirements.

Privacy requests may be submitted through the Contact page on helova.co.

5.11Information Security

Helova uses reasonable organisational and technical safeguards, which may include:

• secure website connections
• access controls
• reputable payment services
• software updates
• restricted administrative access
• password protection
• backups; and
• security monitoring.

No online system can be guaranteed completely secure.

Customers should use strong passwords and protect their devices, account details and payment information.

5.12Data Incidents

Where a personal-information incident creates a meaningful risk, Helova will take reasonable steps to:

• contain the incident
• investigate what happened
• reduce possible harm
• notify affected customers where appropriate; and
• notify an authority where legally required.

5.13Children’s Privacy

Helova’s website is not intended to collect personal information directly from children.

A person under 18 should place an order only with the involvement and permission of a parent or legal guardian.

5.14Third-Party Links

Helova’s website may link to payment providers, social-media platforms or other third-party services.

Helova is not responsible for the privacy practices or content of third-party websites.

Customers should review the third party’s own privacy information before providing personal information.