Privacy policy

Last Updated: October 23, 2025

1. Introduction

Welcome to Prime Vitality, a trading name of TWD Health Ltd (“we”, “us”, “our”). We are committed to protecting your privacy and ensuring the security of your personal information.

This Privacy Policy explains how we collect, use, disclose, and protect your personal data when you visit our website or make a purchase.

By using our website, you agree to the collection and use of information in accordance with this policy. If you do not agree with our practices, please do not use our services.

Data Controller:
TWD Health Ltd (trading as Prime Vitality)
Office Address: Monomark House, 27 Old Gloucester Street
London, England, WC1N 3AX
Email: Hello@primevitalitydirect.com

Registered in England and Wales. Company Number: 16220076

2. Information We Collect

2.1 Information You Provide to Us

We collect personal information that you provide directly, such as:

  • Account Information: Your name, email address, and password when you create an account.
  • Order Information: Your billing and delivery address, phone number, and order details.
  • Communication Information: Messages, feedback, or enquiries you send to us.
  • Newsletter Subscription: Your name and email address when you subscribe to marketing emails.

2.2 Information Collected Automatically

When you use our website, we may automatically collect:

  • Device Information: Browser type, operating system, and IP address.
  • Usage Data: Pages visited, time on site, clicks, and referring URLs.
  • Cookies and Tracking Technologies: Used to improve functionality, analytics, and marketing.

3. How We Use Your Information

We use your information for:

  • Order Processing: To process and deliver your purchases.
  • Customer Service: To respond to your questions and support requests.
  • Marketing (with consent): To send you updates, offers, and newsletters.
  • Analytics and Improvement: To understand how our website is used and improve performance.
  • Fraud Prevention: To detect and prevent unauthorised activity.
  • Legal Compliance: To meet our legal and tax obligations.

4. Legal Basis for Processing Personal Data

We process your personal information under the following lawful bases, as defined by the UK General Data Protection Regulation (UK GDPR):

  • Contractual necessity: To process your orders and deliver products.
  • Legitimate interests: To operate and improve our business, prevent fraud, and send non-marketing communications.
  • Consent: For marketing emails and newsletter subscriptions (you can withdraw consent at any time).
  • Legal obligation: To comply with UK laws and accounting requirements.

5. Payment Processing

We use Stripe to process payments securely. Your payment details are transmitted directly to Stripe and not stored on our servers.

Stripe is PCI-DSS compliant and uses industry-standard encryption and safeguards.
You can review Stripe’s privacy policy at https://stripe.com/gb/privacy.

We may receive limited details (for example, the last four digits of your card number) for order confirmation and customer service.

6. Cookies and Tracking Technologies

We use cookies and similar technologies to operate our website, improve performance, and personalise your experience.

Types of Cookies We Use

Essential Cookies
Required for the website to function (e.g., security, shopping cart, checkout). These cannot be disabled.

Analytics Cookies
Used to collect anonymous data about website usage and performance. These cookies run only if you give consent.

Functional Cookies
Used to remember choices such as language or region. These may also require consent depending on your browser settings.

Marketing & Advertising Cookies
Used to measure ad performance and show relevant offers. These cookies are provided by third parties (e.g., Google, Meta) and run only with your consent.

How We Use Cookies

When you first visit our website, you will see a cookie consent banner.
You can choose to accept all cookies, reject non-essential cookies, or manage your preferences.
We will only set non-essential cookies (analytics, functional, marketing) after you provide consent.

Managing Cookies

You can change your cookie preferences at any time using the cookie settings on our website.
You can also block or delete cookies in your browser settings, although some website features may not work properly if essential cookies are disabled.

Third-Party Cookies

We may use third-party tools such as:

  • Google Analytics
  • Google Ads / remarketing
  • Meta Pixel
  • Shopify/WordPress plugins that require cookies

These providers may set their own cookies in line with their privacy policies.

7. Newsletter and Marketing

We only send marketing emails if you’ve opted in.
You can unsubscribe anytime via the link in our emails or by contacting us directly.

If you opt in, we may retain your email address until you unsubscribe or request deletion.

8. How We Share Your Information

We never sell your personal data. We may share it only when necessary with:

  • Service Providers: For example, Stripe (payments), shipping carriers, and email providers.
  • Legal or Regulatory Authorities: When required by law.
  • Business Transfers: If our business is sold or merged, your data may transfer to the new owner.
  • Protection of Rights: Where disclosure is necessary to protect our company, users, or others.

9. Data Security

We use industry-standard security measures to protect your data, including:

  • Encryption (SSL/TLS) for secure data transmission
  • Hashed and encrypted passwords
  • Access controls and authentication safeguards
  • Regular system updates and monitoring

While we maintain strong protections, no system is entirely secure. You use our website at your own risk.

10. Data Retention

We retain your data only for as long as needed to fulfil our obligations and legal requirements.
Marketing data is retained until you unsubscribe. When no longer required, data is securely deleted or anonymised.

11. Your Rights

Under the UK GDPR, you have the right to:

  • Access your personal data
  • Request correction of inaccurate data
  • Request deletion (“right to be forgotten”)
  • Object to certain processing
  • Withdraw consent for marketing
  • Request a copy of your data (data portability)

To exercise any of these rights, contact hello@primevitalitydirect.com.
You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.

12. Children’s Privacy

Our website and products are intended for adults. We do not knowingly collect data from individuals under 18.
If you believe a child has provided us with personal data, contact us and we will delete it promptly.

13. Third-Party Links

Our website may contain links to external websites such as Stripe or social media platforms.
We are not responsible for their privacy practices or content. Please review their privacy policies before submitting personal data.

14. Supplements and Health Information

Prime Vitality products are wellness supplements designed for general use.
We do not collect or store any health data, medical history, or sensitive personal information.
If you voluntarily share such information with us (for example, in an email), it will only be used to respond to your enquiry and then deleted.

15. Changes to This Privacy Policy

We may update this policy from time to time. Updates will be posted here with a revised “Last Updated” date.
We encourage you to review this policy periodically to stay informed.

16. Contact Us

If you have any questions, requests, or concerns about this Privacy Policy, please contact:

TWD Health Ltd (trading as Prime Vitality)
Monomark House, 27 Old Gloucester Street
London, England, WC1N 3AX
Email: hello@primevitalitydirect.com

We will respond as quickly as possible.

17. YouTube API Services

Some features of our service use YouTube API Services to publish our own content to, and read analytics from, our own Prime Vitality YouTube channel. By using those features you agree to the YouTube Terms of Service (https://www.youtube.com/t/terms). Google’s Privacy Policy (https://policies.google.com/privacy) explains how Google handles your data.

We only access data relating to our own YouTube channel: our own video uploads and aggregate channel and video performance metrics (such as views and watch time). We do not access, collect, or store personal data about YouTube users or other creators. Any metrics we retrieve are stored securely and used solely for our own internal reporting; we keep them only as long as needed for that purpose and delete them on request. You can revoke our app’s access to your Google account at any time at https://myaccount.google.com/permissions. For any privacy questions contact jackson@primevitalitydirect.com.