Privacy policy
Last updated October 21, 2026
This policy explains how Igennus collects and uses personal information when you visit our US store, buy from us, create an account, contact us, use our chatbot or take part in a product and supplement guidance consultation. It applies to our US store and its related services.
Who we are
Igennus Limited, trading as Igennus Healthcare Nutrition, is responsible for the personal information collected through our US store and its related services. Igennus Limited is registered in England and Wales under company number 04934116, with its registered office at St John's Innovation Centre, Cambridge, CB4 0WS, United Kingdom.
You can contact us about our use of personal information at helpdesk@igennus.com.
Information we collect
Depending on how you interact with us, we may collect:
- identity, contact, account and business information, such as your name, addresses, email, telephone number, login details and organization;
- order, subscription, loyalty, delivery, return and payment-status information; payment providers process full card and wallet details;
- communications, reviews, complaints, consultation requests and chatbot conversations;
- health information you choose to provide for product guidance, customer support, a review, or a product-safety or adverse-event report;
- technical and usage information, including your IP address, device, browser, pages viewed, searches, cookie identifiers and approximate location;
- marketing and advertising information, including your preferences, email engagement, shopping behavior and advertising interactions; and
- security, fraud-prevention and legal-compliance information.
We collect this information from you, from your browser or device, and from providers that support our store, payments, fulfillment, marketing, analytics, advertising, reviews, subscriptions, loyalty services, social login and chatbot. We may also receive professional contact and transaction information from business customers and partners.
How and why we use information
We use personal information for the purposes described below. Where applicable law requires your consent, we will obtain it before the relevant collection, use or disclosure.
Orders and customer services
Manage accounts, orders, payments, subscriptions, delivery, returns, enquiries and business customers.
Consultations and health information
Arrange and provide short product and supplement guidance consultations.
Product safety and legal compliance
Investigate complaints, adverse events, quality concerns and recalls; meet tax, regulatory and legal duties.
Marketing
Send and measure email newsletters and promotions.
Analytics and advertising
Understand use of our website, improve services, measure campaigns, create matched audiences and provide targeted advertising.
Chatbot
Provide automated product, ingredient and customer-service information; operate, secure and improve the service.
Security and legal matters
Protect accounts and systems, prevent misuse, respond to authorities and establish or defend legal claims.
Health information and children
We may process health information you choose to provide when requesting product guidance, contacting us, submitting a review or reporting a product-safety concern. For consultation health information, we rely on your explicit consent. You may withdraw that consent by contacting us, although this will not affect processing already carried out and may mean we cannot provide the consultation.
Our consultations are short product and supplement guidance sessions conducted by employees who are registered nutritionists. They are not recorded and are not comprehensive clinical nutrition consultations. We do not use consultation health information for advertising or audience matching. Please do not publish health information in a review unless you are content for it to be visible to others.
Accounts, purchases and consultations are for adults aged 18 or over, including where an adult buys a product intended for a child. If you provide information about a child, you must be the child's parent or legal guardian, or otherwise authorized to provide it.
Marketing advertising and cookies
We send email marketing to people who have subscribed or where otherwise permitted by applicable law. You can unsubscribe through any marketing email or by contacting us. We may keep a limited suppression record so that we continue to respect your choice. Service messages about orders, accounts, subscriptions or safety are not marketing.
Subject to your privacy choices and any consent required by applicable law, we use analytics and advertising services to understand website use, measure campaigns, retarget advertising and create matched or similar audiences. This may involve sharing hashed contact details or online identifiers with advertising platforms. Under some US state privacy laws, these disclosures may be considered a sale of personal information, sharing for cross-context behavioral advertising or processing for targeted advertising. Where those laws apply, you may have the right to opt out, as described in the Your privacy rights section below. We do not use consultation health information for these purposes.
Chatbot
When you use our AI Nutrition Advisor, we process the information you enter and related technical and usage information to provide, operate, secure and improve the service. Our chatbot and AI technology providers process this information on our behalf and may process it in other countries as described below. Conversations may be logged and analyzed. Our AI provider does not use chatbot conversations to train models outside the Igennus account. Please do not provide payment details, complete health records or other unnecessary sensitive information. For the service rules, limitations and health disclaimers, see our Website Terms and Conditions.
Who receives information
We disclose information where necessary to:
- ecommerce, hosting, account and payment providers, including Shopify and its services;
- warehousing, fulfillment, postal and courier providers;
- customer-communications, analytics and advertising platforms;
- review, subscription, loyalty, social-login, chatbot and AI technology providers;
- manufacturers and suppliers dealing with complaints, adverse events, quality issues or recalls;
- professional advisers, insurers, auditors, banks and corporate-service providers; and
- regulators, courts, law-enforcement bodies, or a buyer or successor to our business where legally permitted.
Some providers process information on our behalf, while others use information for their own purposes as described in their privacy notices. Shopify also explains its own processing in the Shopify Consumer Privacy Policy at https://www.shopify.com/legal/privacy/app-users. We do not sell consultation health information.
International transfers and retention
We operate internationally and use providers in the United States, United Kingdom and other countries. Your personal information may be stored or processed in a country other than where you live, where privacy laws may differ. We use safeguards appropriate to the information and as required by applicable law. Contact us for more information about how we protect information processed internationally.
We keep information only for as long as reasonably necessary for the purpose for which it was collected, including providing accounts and subscriptions, meeting tax, accounting, product-safety and consent-record obligations, resolving disputes and handling legal claims. We consider the information's nature and sensitivity, risk, purpose and applicable legal requirements. We then delete or anonymize it, subject to backups and legal holds.
Security
We use proportionate technical and organizational measures, including access controls, provider safeguards and secure payment systems. No system is completely secure, so please do not send payment details or unnecessary sensitive information through email, reviews or the chatbot.
Your privacy rights
Depending on your state of residence and the law that applies to our business, you may have the right to:
- confirm whether we process your personal information, access it, or request its correction or deletion;
- opt out of the sale of personal information, sharing for cross-context behavioral advertising, or processing for targeted advertising;
- receive a copy of certain personal information in a portable format;
- withdraw consent where processing depends on your consent, or limit certain uses and disclosures of sensitive personal information where that right applies; and
- opt out of certain profiling used for decisions that produce legal or similarly significant effects, where applicable.
To submit a privacy request, email helpdesk@igennus.com and tell us what you would like to request. Rights are subject to applicable legal requirements and exceptions. We may need to verify your identity before responding to access, correction or deletion requests. Where permitted by law, an authorized agent may submit a request on your behalf, and we may request evidence of that authority.
If we decline a request, you may appeal by emailing helpdesk@igennus.com where applicable law provides a right of appeal. You may also contact your state attorney general or other appropriate regulator. We will not unlawfully discriminate against you for exercising your privacy rights.
In regions where our data sharing opt-out page is available, you can use the opt-out page linked from our store footer to opt out of the sale or sharing of personal information or targeted advertising covered by that page. Shopify automatically honors Global Privacy Control (GPC) signals in the regions where this feature is configured. A signal applies to the browser or device that sends it. Contact helpdesk@igennus.com if you need help exercising an opt-out right.
Cookies and similar technologies
Cookies are small files stored on your device. We may also use pixels, tags, scripts, local storage and similar technologies. Some are set by us and others by services that support our website, analytics, communications and advertising.
- Necessary technologies operate the website, checkout, accounts, security, fraud prevention and privacy preferences.
- Functional technologies remember choices and provide enhanced website features.
- Analytics technologies help us understand website use, performance and errors.
- Advertising technologies measure campaigns, support audience matching and provide targeted or retargeted advertising.
- Communication technologies help measure email engagement and shopping activity connected with our communications.
Necessary technologies operate without consent where permitted by law. We ask for consent before using non-essential technologies where consent is required. Where available, you can use the cookie banner or cookie settings to accept, reject or choose categories and change your preferences. You can also contact helpdesk@igennus.com about your tracking and advertising choices. Withdrawing consent does not affect processing already carried out. Browser controls can remove or block cookies, although parts of the website may then work less effectively.
Technologies used on our website may include services supporting Shopify commerce, Google analytics and advertising, Meta advertising, customer communications and other enabled website features. Where a cookie preference center is available, it provides further information about the technologies currently in use, including their providers, purposes and durations. You may also contact us for further information. Some providers may combine information with data they receive elsewhere under their own privacy notices.
Changes and contact
We may update this policy when our services, providers or legal obligations change. The latest version will appear on this website with its update date. Third-party websites and services have their own privacy notices. Questions and requests should be sent to helpdesk@igennus.com or to Igennus Limited at the registered office above.