Privacy policy

About our privacy policy

Neofollics Hair Technology cares about your privacy. We therefore only process the data we need to provide and improve our services, and we handle the information we hold about you and about your use of our services with care. We never sell your personal data, and we never make it available to third parties for their own commercial purposes. We do share data with the parties named in this privacy policy, including the advertising platforms listed under Cookies, in the ways described there.

This privacy policy applies to the use of our website, the Neofollics app and the services we provide through them. It takes effect on 27/10/2026; publishing a new version voids all previous versions. This privacy policy describes which data about you we collect, what we use it for, and with whom and under what conditions it may be shared with third parties. We also explain how we store your data, how we protect it against misuse, and what rights you have in respect of the personal data you provide to us.

If you have any questions about our privacy policy, please contact our contact person for privacy matters. You will find the contact details at the end of this privacy policy.

About data processing
Below you can read how we process your data, where we save it, which security measures we use and who has access to it.

Web store software

Shopify
Our web shop has been developed with, and is hosted on, software from Shopify. Personal data that you make available to us for the benefit of our services is shared with Shopify. Shopify has access to your data to run the platform and provide us with (technical) support, and will never use your data for any other purpose. Shopify is obliged to take appropriate security measures on the basis of the agreement we have concluded with them. These security measures consist of the application of SSL encryption and a strong password policy. Regular backups are made to prevent data loss.

Web hosting
Our web shop runs on the Shopify platform, which hosts the website and stores the data that comes with it. See Shopify above. We no longer use a separate hosting provider.

E-mail, SMS and mailing lists

Klaviyo
Our e-mail traffic runs through Klaviyo, which handles the confirmation e-mails sent from our website and web forms, as well as our newsletters. Klaviyo stores your name and e-mail address securely and only uses them to send our messages. Every marketing e-mail contains an unsubscribe link. If you use it, you will no longer receive our newsletters, but you will still receive the e-mails that are needed to complete your order, such as the order confirmation and shipping notifications.

WhatsApp Lemon
Our WhatsApp messages, such as order updates, are sent through WhatsApp Lemon. For this, WhatsApp Lemon processes your name and phone number, stores them securely and never uses them for its own purposes. You can stop these messages at any time by e-mailing customerservice@neofollics.com.

Klaviyo uses cookies and similar internet technologies to show whether our e-mails are delivered, opened and clicked. Klaviyo may use this data to improve its service and, in that context, share information with third parties.

Payment processors

Mollie
We use the Mollie platform to process (part of) the payments in our web shop. Mollie processes your name, address and residence details and your payment details such as your bank account or
credit card number. Mollie has taken appropriate technical and organisational measures to protect your personal data. Mollie reserves the right to use your data to further improve the service and to share (anonymised) data with third parties. All the above-mentioned guarantees with regard to the protection of your personal data also apply to the parts of Mollie’s services for which they engage third parties. Mollie does not store your data longer than permitted by the legal terms.

Klarna
We use the Klarna platform to process (part of) the payments in our web shop. Klarna processes your name, address and residence details and your payment details such as your bank account or credit card number. Klarna has taken appropriate technical and organisational measures to protect your personal data. Klarna reserves the right to use your data to further improve the service and to share (anonymised) data with third parties.

In the case of an application for a deferred payment (credit facility), Klarna will share personal data and information regarding your financial position with credit rating agencies. All the above mentioned safeguards with regard to the protection of your personal data also apply to the parts of Klarna’s services for which they engage third parties. Klarna does not store your data for longer than is permitted by the legal terms.

in3
If you choose to pay in three instalments, the payment is handled by in3, through Mollie. in3 processes your name, address, date of birth and payment details, and may check your creditworthiness.

Reviews

WebwinkelKeur
We collect reviews via the WebwinkelKeur platform. If you leave a review via WebwinkelKeur, you are obliged to provide a name and e-mail address. WebwinkelKeur shares this information with us so that we can link the review to your order. WebwinkelKeur also publishes your name on its own website. In some cases, WebwinkelKeur may contact you to provide an explanation of your review. In the event that we invite you to leave a review, we will share your name and e-mail address with WebwinkelKeur. They only use this information for the purpose of inviting you to leave a review. WebwinkelKeur has taken appropriate technical and organisational measures to protect your personal data.

WebwinkelKeur may engage third parties to provide its services, and we have given WebwinkelKeur permission to do so. All the above-mentioned safeguards with regard to the protection of your personal data also apply to the parts of the service for which WebwinkelKeur engages third parties.

Judge.me and Trustpilot
We also collect reviews through Judge.me and Trustpilot. After your order, we may share your name, e-mail address and the products you ordered with them, so they can invite you to leave a review. If you leave one, your name and review are published.

Fera
We display reviews and customer photos on our website through Fera. Fera receives the reviews and the name you provide with them, so it can show them on the website.

Shipping and logistics

PostNL
If you place an order with us, it is our job to have your package delivered to you. We use the services of PostNL to carry out the deliveries. It is therefore necessary that we share your name, address and residence details with PostNL. PostNL only uses this information for the purpose of executing the agreement. In the event that PostNL engages subcontractors, PostNL will also make your data available to these parties.

DHL
If you place an order with us, it is our job to have your package delivered to you. We use the services of DHL to carry out the deliveries. It is therefore necessary that we share your name, address and residence details with DHL. DHL only uses this information for the purpose of executing the agreement. In the event that DHL engages subcontractors, DHL will also make your data available to these parties.

Fulfilment Achterhoek
Our orders are packed and shipped from the warehouse of Fulfilment Achterhoek, in the Netherlands and for UK orders in the United Kingdom. To do so, they receive your name, address and order details. They only use this data to fulfil your order.

FedEx
We ship orders to the United States with FedEx. FedEx receives your name, address, phone number and the contents of your order, which it needs for delivery and customs clearance.

Parcel Panel
Our track & trace page runs on Parcel Panel. It uses your order number, e-mail address and shipping details to show you where your package is.

Picqer
We process orders and stock in Picqer. Picqer receives your order and delivery details for this purpose and does not use them for anything else.

External sales channels

Bol.com
We sell (part of) our articles via the Bol.com platform. If you place an order via this platform, Bol.com will share your order and personal data with us. We use this information to process your order. We treat your data confidentially and have taken appropriate technical and organisational measures to protect your data against loss and unauthorised use.

Amazon
We also sell through Amazon. If you order there, Amazon shares the details we need to ship your order with us. Amazon’s own privacy policy applies to your purchase.

Mobile app

The Neofollics app
Alongside our web shop, we offer the Neofollics app for iOS and Android. The app shows our web shop and adds features to it, such as push notifications. Ordering, your account and payments run through the same systems as the web shop, so everything this privacy policy says about the web shop also applies to the app. That includes the Cookies section: the cookies and measurement techniques described there work in the app in the same way as they do on the website.

In addition, the app processes the following data:

• An encrypted installation ID, which lets us recognise the app on your device, for example to send push notifications.
• A push token, only if you allow push notifications.
• Technical data, such as your device type, operating system, app version, and language and country settings.
• Whether an order was placed through the app. This lets us measure how the app is used and apply offers that are only available in the app.
• Usage statistics of the app, such as which pages you view in it.

Cookies and measurement in the app
The app shows our web shop, so the cookies and measurement techniques listed under Cookies below also apply in the app. Microsoft Clarity records how the app is used, without cookies, so that we can improve the app and the website. We use the app data listed above — the installation ID, the push token, technical data and usage statistics of the app — to run and improve the app itself. It is not used to build advertising profiles and it is not combined with data held by advertising platforms.

Reskyt
The app is built and managed by Reskyt. Reskyt processes the data above on our behalf, to run the app and send push notifications. The data is stored on Amazon Web Services servers in Ireland (EU). Reskyt does not use your data for its own purposes.

Matomo
For the statistics on how the app is used — which pages you view and which outgoing links you click — Reskyt uses its own analytics software, Matomo, which Reskyt hosts on Amazon Web Services in Ireland (EU). No user or account ID is sent with it. Matomo does receive your IP address and places its own random visitor number on your device.

Apple and Google
Push notifications are delivered through Apple's (iOS) and Google's (Android) services. On Android this runs through Firebase Cloud Messaging; Google receives the push token, a Firebase installation ID, the app version, details about your device (brand, model, operating system and type) and the store the app was installed from. On the iPhone it runs through Apple's push service, which does not involve Firebase. Downloading the app is also subject to the terms and privacy policy of the App Store and Google Play.

Push notifications
We only send push notifications if you allow them. You can turn them off in your phone's settings. We may link the app on your device to your customer profile in Klaviyo, so the messages you receive match your orders.

Google ML Kit
Reskyt’s platform includes a barcode scanner from Google (ML Kit). That scanner is not used in our app and no images are sent to Google. According to Google, the module itself does send usage and performance data to Google, including details about your device and a number for each installation of the app.

Google Fonts
The app loads a font from Google Fonts on every page. Google receives your IP address and your browser details when it does.

Deleting your account
You can delete your account and the data linked to it in the app, through your account. You can also email customerservice@neofollics.com. We delete your account within 30 days. Data we are legally required to keep, such as invoices, is kept for as long as that period runs.

Customer service, quiz and account

Help Scout
Our customer service inbox and chat run on Help Scout. When you contact us, your message, name, e-mail address and any order details you share are stored there.

Minimal AI
On our website you can ask questions to a chat assistant, built by Minimal. The assistant can look up your order status if you give it your order details. Your questions and answers are stored so we can follow up and improve the answers. Do not share sensitive information in the chat.

Hair quiz (Octane AI)
Our hair quiz runs on Octane AI. Your answers are used to recommend products that suit your situation. Some of those answers concern hair loss, your hair and your scalp. That is data about your health, and we only store and use it if you give your explicit consent in the quiz, and only to give you advice and send you relevant e-mails. You can withdraw that consent at any time by e-mailing customerservice@neofollics.com. If you leave your e-mail address, your answers are linked to your profile in Klaviyo.

Froonze
Your customer account, wishlist and our loyalty programme run on Froonze. For this, Froonze processes your name, e-mail address, the products you save and your loyalty balance.

Brincr
Business orders from resellers and distributors are processed in Brincr. It holds the company details and the contact details of the contact person at that business customer.

Accounting

Yuki
Our bookkeeping runs on Yuki. Invoices with your name, address and order details are stored there, for as long as we are legally required to keep them.

Purpose of data processing

General purpose of the processing
We only use your data for the benefit of our services. This means that the purpose of the processing is always directly related to the assignment you provide. We use your data to process your order, to provide customer service and, if you have given permission, to send you newsletters and show you relevant advertisements. You can withdraw that permission at any time, through the unsubscribe link in every e-mail or through the cookie settings on our website. Beyond that, we share your data with the parties named in this privacy policy, to the extent needed to provide our services or to meet accounting and other administrative obligations. These third parties are all bound by confidentiality on the basis of the agreement between them and us or an oath or legal obligation.

Automatically collected data
Our website automatically collects data such as your IP address, browser, device and how you use the site. We use this data to keep the website working and secure and, with your consent, to improve it and to measure our advertising. Some of this data is personal data; we handle it as described in this privacy policy.

Cooperation with tax and criminal investigations
In some cases, Neofollics Hair Technology can be held on the basis of a legal obligation to share your data in connection with government tax or criminal investigations. In such a case, we are forced to share your data, but we will oppose this within the possibilities that the law offers us.

Retention periods
We keep your data as long as you are our client. This means that we keep your customer profile until you indicate that you no longer wish to use our services. If you indicate this to us, we will also regard this as a request to be forgotten. On the basis of applicable administrative obligations, we must keep invoices with your (personal) data, so we will keep this data for as long as the applicable term runs. After that, our staff no longer have access to your customer profile or to the documents we sent you in connection with your order.

Your rights
On the basis of the applicable Dutch and European legislation, you as a data subject have certain rights with regard to the personal data processed by or on behalf of us. We explain below which rights these are and how you can invoke these rights. To prevent abuse, we will in principle only send copies and transcripts of your data to the e-mail address we already have for you. In the event that you wish to receive the data at a different e-mail address or, for example, by post, we will ask you to identify yourself. We keep a record of the requests we have handled; where that is a request to be forgotten, we keep only anonymised data about it. You will receive all statements and copies of data in the machine-readable data format that we use within our systems. You have the right to file a complaint with the Dutch Data Protection Authority at any time if you believe that we have handled your personal data incorrectly.

Right of inspection
You always have the right to see the data that we process, or have processed on our behalf, that relates to you or can be traced back to you. You can submit a request to that effect to our contact person for privacy matters. You will receive a response to your request within 30 days. If your request is granted, we will send you a copy of all data with an overview of the processors who have this data at the e-mail address known to us, stating the category under which we have stored this data.

Right of rectification
You always have the right to have data corrected that we process, or have processed on our behalf, that relates to you or can be traced back to you. You can submit a request to that effect to our contact person for privacy matters. You will receive a response to your request within 30 days. If your request is granted, we will send you a confirmation that the details have been adjusted to the e-mail address known to us.

Right to restriction of processing
You always have the right to ask us to restrict the processing of data that relates to you or can be traced back to you. You can submit a request to that effect to our contact person for privacy matters. You will receive a response to your request within 30 days. If your request is granted, we will send you a confirmation to the e-mail address known to us that the data will no longer be processed until you cancel the restriction.

Right to portability
You always have the right to have the data that we process, or have processed on our behalf, transferred to another party if it relates to you or can be traced back to you. You can submit a request to that effect to our contact person for privacy matters. You will receive a response to your request within 30 days. If your request is granted, we will send you copies or transcripts of all data about you that we have processed or that have been processed on our behalf by other processors or third parties to the e-mail address known to us. In all probability, we can no longer continue the service in such a case, because the safe
linking of data files can then no longer be guaranteed.

Right of objection and other rights
In some cases you have the right to object to the processing of your personal data by or on behalf of Neofollics Hair Technology. If you object, we will immediately stop the data processing pending the settlement of your objection. If your objection is well-founded, we will make copies and/or transcripts of the data that we process, or have processed on our behalf, available to you and then permanently discontinue the processing. You also have the right not to be subject to a decision based solely on automated processing that has legal consequences for you or affects you to a similar degree. We do not take such decisions. We do use your data for personalised recommendations and advertising, as described elsewhere in this privacy policy, and you can object to that at any time. If you believe that this is the case, please contact our contact person for privacy matters.

Cookies

Cookies and similar technologies
We use cookies and similar technologies, such as pixels and local storage. Functional cookies are needed for the website to work, for example to keep your shopping cart. For analytics and marketing cookies you can make your choice, and change that choice at any time, through the cookie settings on our website.

Analytics and optimisation
Google Analytics: how visitors use the website.
Microsoft Clarity: heatmaps and recordings of how the website is used. Input fields are masked.
VWO: testing versions of pages against each other.
Tracify and Triple Whale: measuring which advertisements lead to orders.
AdPage: sends this measurement data through our own server (tagging.neofollics.com) to the tools above.

Advertising
To show our ads to the right people and measure their results, we share data about your visit and orders — such as pages viewed, products in your cart, order value and a hashed e-mail address — with Meta (Facebook and Instagram), Google (Google Ads and YouTube), TikTok, Pinterest, Microsoft Advertising, Reddit, LinkedIn, Criteo and Outbrain. We also work with Awin, our affiliate network, which pays partner websites that refer you to us. These platforms may combine this data with what they already know about you, under their own privacy policies.

Transfers outside the EU
Some of these parties are based in the United States. We only share data with them if they are certified under the EU-US Data Privacy Framework, or if the European Commission’s standard contractual clauses apply.

Changes to the privacy policy
We reserve the right to change our privacy policy at any time. However, you will always find the most recent version on this page. If the new privacy policy has consequences for the way in which we process already collected data relating to you, we will notify you by e-mail.

Contact details
Neofollics Hair Technology
Mercatorweg 28, 6827 DC Arnhem
The Netherlands
E-mail address: customerservice@neofollics.com

WhatsApp: +31 658857552
Chamber of Commerce number: 63336782
VAT number: NL855192434B01

Contact person for privacy matters: M. van den Berg