Who Is Responsible for Your Data
Mr Balaclava — powered by Eco Jersey Limited, registration number H-342892-7, Ajmal Gardan Phase 2, 51310 Sialkot, Punjab, Pakistan, decides how and why your personal data is used and is responsible for it under this policy. You can reach us at [email protected] or +92 301 6889858.
1. Information We Collect
At Mr Balaclava, we gather many different kinds and forms of information while you are interacting with our website. This is to enhance your experience and to ensure we can efficiently handle your orders.
1.1 Personal Identification Information
When you place an order or reach out to us, we register some personal information which includes:
- Full name
- Email address
- Phone number
- Shipping address (including country, city, and postal code)
- Billing address (if different from shipping address)
This data is needed to handle your orders and to assist you. Without this information, we might be unable to fulfill your requests.
1.2 Payment Information
Orders are paid by bank transfer. We record the payment reference and the amount received. We do not collect or store card details on this website.
1.3 Technical Data
We automatically capture some technical information when you access our website, which includes:
- IP address
- Type of browser
- Operating system
- Type of device and device details
- Referring URLs
- Pages on our website accessed
This information allows us to assess how users engage with our site and enables us to enhance the user experience and improve website functionality.
1.4 Usage Data
We also collect some usage data about your interaction with our site, including:
- Visited pages
- Duration on pages
- Viewed products
- Clicks and navigational flow
We collect this information on our site and some third-party analytics tools, such as Google Analytics. They help us assess our website traffic, analyze our marketing effectiveness, and assess our services. They also help us identify user trends, demographics, and preferences.
Google Analytics only stores cookies on your device if you accept analytics cookies in our cookie banner.
1.5 Your Account, Chats, Messages and Files
When you create a customer account, write to us in the website chat, book a video call, send us a message or upload a file (for example a logo or a tech pack), we keep what you send together with your contact details, so our team can answer you and handle your order. Chat conversations are kept for up to 180 days if you have not given us your contact details, and up to 365 days if you have.
Signing in with Google. You can create or open your customer account with “Continue with Google”. Google then sends us your name, your email address, the fact that Google has confirmed that address, and an account number Google uses for our site. We use these only to create your account or sign you in. We do not receive your Google password, and we cannot read anything else in your Google account or post anything on your behalf. Google’s sign-in button is loaded only on our sign-in and registration pages, and Google processes the sign-in under its own privacy policy. You can still choose a password for your account at any time with “Forgot your password?”, and you can ask us to remove the link to your Google account.
1.6 Our Own Visitor Statistics
Our website records which pages a visitor opens, using our own system on our own server. We respect your browser’s “Do Not Track” setting. Page events are deleted after 90 days, visits after 180 days and visitor records after 365 days.
2. Using Your Data
The information we collect and analyze is necessary to meet and communicate with you about your needs, enhance our website, and service our users.
2.1 Order Processing
We collect personal information primarily to meet and execute your order. This encompasses:
- Identifying you
- Securely processing your payments
- Coordinating your order’s shipping and delivery
- Addressing any order-related customer service requests
The provision of your personal data is necessary to deliver products efficiently and to assist you with your requests.
2.2 To Communicate with You
The personal information you provide enables us to reach you with communication about your orders. This includes:
- Notifications to confirm orders and to inform you about shipping
- Responses to customer service inquiries
- Notifications regarding product availability and items that are back in stock
- Communications regarding our products, services, and promotions (where applicable)
Your email address may also be used to ask for your feedback after a delivery.
2.3 To Improve Our Website and Services
Our objective is to enhance our site’s functionality in a way that best serves you, which is why we collect information, specifically usage data. This includes:
- Improving website navigation
- Customizing content to user preferences
- Enhancing website speed and overall user experience
- Resolving website performance technical difficulties
Creating an engaging experience is our priority, which is why we analyze this information.
2.4 For Marketing and Promotional Purposes
Subject to your consent, we will send you communications that may be of promotional value to you. This includes information regarding products, discounts, and special offers. You may unsubscribe from marketing email communications at any time through an unsubscribe link in your email. You can also reach us at [email protected].
2.5 Compliance With Legal Obligations
There are times when we need to process your data to meet legal obligations, which include:
- Responding to lawful requests by public authorities
- Preventing fraud or other unlawful actions
- Enforcing our site’s Terms and Conditions and other agreements
When necessary, we may disclose your data to meet legal and tax obligations.
3. Legal Basis of Your Data Processing
According to applicable data protection laws, we need a legal basis in which to process your personal data. The following outlines the bases we work with:
3.1 Your Consent
We use your explicit consent when you choose to receive marketing emails or when you allow us to process your data for other purposes, like signing up for newsletters and other personalized marketing.
3.2 Contractual Necessity
We collect your personal information in order to honor our obligations to you as a buyer. This entails:
- Order processing
- Product delivery
- Order status communication
- Customer support
3.3 Legitimate Interest
Your data may be processed for legitimate business interests, including:
- Website and ecommerce customer experience enhancements
- Customer communication for order completion
- Fraud prevention and business protection
If you would like to dispute the processing of your personal data due to our legitimate interests, feel free to reach out to us using the contact details in Section 10.
4. Third-Party Data Sharing
We may share your data with our trusted third-party partners as described in this policy. These partners include:
4.1 Payment Processors
Orders are paid by bank transfer: your bank and ours process the payment. If we add card payments later, this section will name the payment provider.
4.2 Shipping Partners
- To deliver your orders, we share your shipping information with our trusted shipping partners (e.g., DHL, FedEx).
4.3 Analytics Providers
Analytics Services like Google Analytics and other third-party analytics services help analyze website traffic and enhance our services. These providers have access only to aggregated data, and no identifiable personal data is shared.
4.4 AI Services
When our sales team translates a message or email you sent us, or asks for help with the wording of a reply, the text of that message is sent to Anthropic, the provider of the Claude AI service, to produce the translation or the suggestion. Anthropic processes the text on our behalf and, under its commercial terms, does not use it to train its models. A member of our team always reads the result before anything is sent to you.
When you write in the chat on our website, your messages and the relevant parts of our website content are sent to Anthropic, the provider of the Claude AI service, to write the assistant’s answer. Anthropic processes them on our behalf and, under its commercial terms, does not use them to train its models. A member of our team can take over the conversation at any time. Records of these requests are kept for 365 days.
4.5 Email and Newsletters
We send emails from our own mail server. Newsletters are sent through Brevo (Sendinblue SAS, France), which processes your email address and name on our behalf and tells us whether a newsletter was delivered. You can unsubscribe from newsletters at any time.
4.6 Hosting and Security
Our website is hosted by Hostinger. Cloudflare protects the website and checks that forms are sent by people rather than bots (Cloudflare Turnstile); for this it processes your IP address and technical data about your browser. Our security software also records the IP addresses of requests to protect the website from attacks.
4.7 WhatsApp and Video Calls
If you contact us on WhatsApp, your messages and phone number are processed by WhatsApp (Meta). If you book a video call, it takes place on Zoom or Google Meet through a link we send you, and that service processes the call under its own terms.
4.8 International Transfers
We are based in Pakistan, and some of our service providers are in other countries, including the United States (Anthropic, Cloudflare, Meta, Zoom and Google). When your data leaves the European Economic Area or the United Kingdom, we rely on the safeguards these providers offer, such as the European Commission’s Standard Contractual Clauses, or on the transfer being necessary to answer your request or carry out your order.
We do not sell, rent or trade your personal data to third parties for their marketing purposes.
5. Data Retention
We only keep your personal data for as long as is necessary for the purposes outlined in this policy. This includes the following periods for:
- Order processing and delivery
- Customer service support
- Compliance with the law (e.g. tax reporting)
After this, we will remove or erase your personal data in order to avoid unauthorised access.
6. Your Data Protection Rights
As a data subject, you have certain rights under data protection laws, including:
6.1 Right of Access
You have the right to request a copy of the personal data we hold about you.
6.2 Right to Rectification
If any personal information we hold is inaccurate or incomplete, you have the right to request correction.
6.3 Right to Erasure
In certain circumstances, you can request the deletion of your personal data.
6.4 Right to Restrict Processing
You have the right to request that we restrict the processing of your personal data in specific cases.
6.5 Right to Object
You can object to the processing of your personal data for legitimate interests, direct marketing, or automated decision-making.
6.6 Right to Data Portability
You can request that we provide your personal data in a structured, commonly used format so that you can transfer it to another service provider.
6.7 Right to Complain
You also have the right to complain to the data protection authority where you live or work, or where you believe your rights were infringed. In the European Union this is your national supervisory authority; in the United Kingdom it is the Information Commissioner’s Office (ICO).
To exercise any of these rights, please contact us at [email protected].
7. Data Security
We implement the appropriate technical and organizational measures to secure your personal data against unlawful access, alteration, and destruction. This includes:
- Secure payment processing (SSL encryption)
- Access controls to prevent unauthorized data access
- Regular audits and updates of our systems
As much as we implement high security, you should know that no method of transmission over the internet or method of digital data storage is absolutely secure.
8. Cookies
We use cookies to improve your website experience. Our use of cookies is explained in our Cookie Policy.
9. Changes to This Privacy Policy
This Privacy Policy may be amended to reflect updated data practices or changes in our operations for legal or regulatory compliance. The amended policy will be posted on this page, along with the new Effective Date.
10. Contact Information
If you have any questions regarding this Privacy Policy, or the rights you have under the law regarding your personal data, please reach out to us:
Email: [email protected]
Phone: +923016889858
Address: Ajmal Gardan Phase 2, 51310 Sialkot, Punjab, Pakistan