隐私政策
At QuenTin, we understand that what you share with us is more than an order. It may include the ashes or hair of someone you love, memories of a beloved pet, photographs, names, stories, and deeply personal details connected to a lasting tribute. Protecting that privacy is part of our service and part of the promise we make to every customer.
This Privacy Policy explains how QuenTin collects, uses, shares, stores, and protects personal information, and how you may exercise your privacy rights. Please read it carefully before using our website, contacting us, placing an order, or sending any source material to us.
## 1. Scope of This Policy
This Policy applies when you visit QuenTin's website, contact us, submit an inquiry, place an order, send source material, receive after-sales support, or otherwise interact with QuenTin.
This Policy does not apply to the privacy practices of third-party websites, payment platforms, logistics providers, social platforms, or other third-party services. If you interact with us through a third-party service, you should also review that third party's privacy policy.
## 2. Information We Collect
To provide memorial diamond consultation, customisation, production, delivery, and after-sales services, we may collect the following categories of information.
### 1. Identity and contact information
This may include your name, shipping address, billing address, phone number, email address, country or region, and social or messaging account details, such as WhatsApp, WeChat, Instagram, or other contact details you choose to provide.
### 2. Order and customisation information
This may include your selected or confirmed diamond specifications, colour, carat weight, cut, setting, ring size, engraving, certification preference, packaging preference, delivery arrangement, consultation record, order number, payment status, after-sales record, and other custom requests.
### 3. Source material and memorial information
This may include ashes, hair, baby hair, or other source material agreed with QuenTin, as well as information about the person, pet, or memory being honoured, such as names, photographs, relationship details, memorial stories, dates, handwritten text, pet information, or other content you voluntarily provide.
We understand the special nature and emotional weight of this information. We handle it with heightened care, respect, and confidentiality, and use it only as necessary to provide consultation, customisation, production, delivery, after-sales support, or where you have given us clear permission.
### 4. Payment and transaction information
Payments are generally processed by licensed third-party payment providers. We may receive necessary transaction information, such as payment status, order amount, payment time, payment method type, transaction reference, and refund status. We do **not** store your full card number, payment password, or full payment credentials.
### 5. Website, device, and technical information
When you visit our website or online pages, we may collect information through cookies, pixels, log files, and similar technologies. This may include device type, browser type, IP address, visit time, pages viewed, referral source, click behaviour, language preference, shopping cart or form interactions, and similar technical information.
### 6. Marketing and communication preferences
This may include whether you have subscribed to emails, whether you have agreed to receive marketing messages, whether you have authorised us to use your review, story, photograph, or product image, and records of consent withdrawal or unsubscribe requests.
## 3. How We Use Your Information
We use personal information in a necessary, reasonable, and transparent manner for purposes including:
- responding to inquiries and providing private consultation;
- creating, processing, producing, certifying, delivering, and managing after-sales support for your order;
- recording source material intake, assigning order numbers, tracking production steps, and carrying out necessary quality control;
- processing payments, refunds, invoices, accounting records, taxes, customs clearance, and compliance matters;
- communicating with you about order progress, customisation confirmations, shipping status, after-sales arrangements, or policy updates;
- using your review, story, photograph, product image, or memorial-related content for brand display, customer stories, social media, or other promotional purposes, only where you have given separate and clear permission;
- maintaining website security, improving the website experience, analysing site performance, and improving our products and services;
- preventing fraud, misuse, unauthorised access, and other security risks;
- complying with applicable laws, regulatory requirements, lawful requests from courts or authorities, or protecting our legal rights.
Where applicable law requires a legal basis for processing, we may rely on one or more of the following: performance of a contract with you, your consent, compliance with legal obligations, our legitimate interests, or another basis permitted by applicable law.
## 4. Special Commitment for Source Material, Photographs, and Memorial Stories
Ashes, hair, baby hair, photographs, memorial stories, and information about the person or pet being honoured are not ordinary order details. QuenTin applies additional care to this information:
- **Dedicated numbering and traceability**: once received, source material is linked to an order number and recorded where necessary to support identification, tracking, and risk reduction;
- **Limited access**: only personnel who need access for consultation, intake, production, quality control, delivery, or after-sales support may handle relevant information or source material;
- **Confidentiality obligations**: personnel involved in handling orders, source material, customer stories, or related records are expected to comply with confidentiality requirements;
- **Separation and restricted use**: unless necessary to complete the order or clearly authorised by you, we will not connect your identity, memorial information, photographs, stories, or source material details with public-facing content;
- **Remaining source material**: if any unused source material remains, we will return it, continue holding it, or handle it properly according to your instructions. We will not keep or use it for any other purpose without permission.
**Important commitment:** QuenTin will not use your name, photograph, story, review, product image, memorial information, or source material-related information for marketing, advertising, social media, customer stories, or any public display without your separate and clear permission. You may withdraw that permission at any time.
## 5. How We Share Information
QuenTin does not sell or rent your personal information. We share information only where necessary and only with appropriate categories of third parties, including:
- **production, testing, and setting partners**, where needed for source material handling, diamond growth, cutting, setting, quality control, or other customisation steps;
- **certification bodies**, such as NGTC, IGI, or other institutions confirmed by you or required for the order;
- **logistics, insurance, and customs providers**, where needed for shipping, insurance, customs clearance, or delivery;
- **payment and financial service providers**, where needed for payment processing, refunds, risk control, disputes, or financial records;
- **website, cloud, data storage, customer service, and communication providers**, where needed for website operation, order management, customer communication, backups, security, and technical support;
- **analytics, advertising, and marketing technology providers**, where permitted by applicable law and where you have not opted out or where required consent has been obtained;
- **professional advisers and compliance providers**, such as lawyers, accountants, auditors, insurance advisers, and compliance consultants;
- **legal, regulatory, or rights-protection recipients**, where required by law, lawful requests, or where necessary to protect the rights, safety, or legitimate interests of customers, QuenTin, or others.
We require service providers to use information only as needed to provide their services and to apply reasonable confidentiality and data protection measures.
## 6. International Processing and Transfers
Because QuenTin's customers, service providers, payment processors, logistics channels, cloud services, analytics tools, and production-related partners may be located in different countries or regions, your personal information may be processed, stored, or transferred outside your country or region.
Where international processing or transfer occurs, we will take reasonable measures required by applicable law. These may include limiting access, requiring confidentiality and data protection obligations from service providers, using contractual arrangements, applying technical safeguards, or obtaining consent where required.
## 7. How Long We Keep Information
We keep personal information only for as long as necessary for the purposes described in this Policy, or for the period required by applicable legal, accounting, tax, dispute resolution, audit, customs, product traceability, or compliance obligations.
Different types of information may be kept for different periods:
- order, payment, invoice, shipping, and after-sales records may be retained for financial, tax, consumer protection, product liability, or dispute resolution purposes;
- source material intake, production, and quality-tracking records may be retained as reasonably necessary for order completion, after-sales support, quality review, and traceability;
- marketing permissions, customer stories, photographs, or reviews are used only within the scope of your permission. If you withdraw permission, we will stop future public use and remove or stop displaying relevant content controlled by QuenTin where reasonably practicable;
- cookies and analytics information are retained according to the relevant tool settings, cookie duration, and applicable law.
When information is no longer needed, we will delete it, anonymise it, or otherwise handle it in a reasonable manner. Deletion may take a reasonable period where backups, archives, legal records, or lawfully published materials are involved.
## 8. Information Security
We use reasonable technical and organisational measures to protect personal information from unauthorised access, disclosure, use, alteration, damage, or loss. These measures may include access controls, internal confidentiality requirements, order number management, vendor management, encryption or secure transmission, backups, and security reviews.
No method of transmission over the internet or electronic storage is completely secure. We continue to improve our safeguards and will take appropriate steps if a security incident occurs that may affect your rights, as required by applicable law.
## 9. Cookies and Tracking Technologies
Our website may use cookies, pixels, tags, log files, and similar technologies for purposes such as:
- operating essential website functions, including page loading, form submission, shopping cart functions, or language preferences;
- understanding website traffic, page performance, and user experience;
- measuring the effectiveness of advertising, social media, or content campaigns;
- providing remarketing or personalised content where permitted by applicable law and where you have not opted out or where required consent has been obtained.
We may use third-party tools such as Google Analytics, Meta Pixel, TikTok Pixel, or similar tools depending on the actual website configuration.
You can manage or reject cookies through your browser settings. Where required by local law, we will provide a cookie notice or preference tool so you can manage non-essential cookies. Rejecting some cookies may affect certain website functions or user experience.
## 10. Marketing Communications and Public Use Permissions
We may send you information about QuenTin products, services, content, or events where you have consented, subscribed, or where applicable law permits us to do so. You may opt out at any time through an unsubscribe link, customer service portal, or by contacting us directly.
For customer stories, reviews, photographs, videos, product images, memorial information, or any content clearly linked to personal identity or emotional memories, we will only use such content publicly after receiving your separate and clear permission. If you withdraw permission, we will stop future use and remove content controlled by QuenTin where reasonably practicable.
## 11. Your Rights
Depending on your location and applicable law, you may have one or more of the following rights:
- to ask whether we hold personal information about you;
- to request a copy of your personal information;
- to correct inaccurate or incomplete information;
- to delete your personal information, subject to legal retention requirements or where the information remains reasonably necessary for order completion, dispute handling, or compliance records;
- to withdraw consent you previously gave, such as marketing consent or permission to use your customer story publicly;
- to object to or restrict certain processing activities;
- to receive certain information in a portable format, where applicable;
- to opt out of the sale or sharing of personal information, or the use of personal information for cross-context behavioural advertising, targeted advertising, or similar purposes, where applicable;
- to complain to us or to a relevant data protection authority about how your information is handled.
To exercise your rights, please contact us using the details in Section 14. To protect your privacy and account security, we may need to verify your identity before responding. We will respond within the period required by applicable law or within a reasonable time.
## 12. Children's Information
QuenTin's products and services are primarily intended for adults. We do not knowingly collect personal information from children, and we do not knowingly market to children.
If you believe a child has provided personal information to us, please contact us. After verification, we will delete the information or take other appropriate steps as required by applicable law.
## 13. Updates to This Policy
We may update this Privacy Policy from time to time to reflect changes in our business, website functions, legal requirements, or service processes. The updated Policy will be posted on this page with a new "Last updated" date.
If we make material changes, we will notify you where required by applicable law, such as through a website notice, email, customer service message, or another reasonable method.
## 14. Contact Us
If you have questions about this Privacy Policy, how we handle personal information, cookie settings, consent withdrawal, or privacy rights requests, please contact QuenTin at:
> **QuenTin Customer Service**
> Contact: [Email / WhatsApp / Customer Service Portal]
We will handle your request with care, respect, and discretion.
