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privacy policy

tenspa operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "services"). tenspa is powered by odoo, which enables us to provide the services to you. this privacy policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the services, communicate with us through messaging channels, or otherwise interact with us. if there is a conflict between our terms of service and this privacy policy, this privacy policy controls with respect to the collection, processing, and disclosure of your personal information.

please read this privacy policy carefully. by using and accessing any of the services, you acknowledge that you have read this privacy policy and understand the collection, use, and disclosure of your information as described in this privacy policy.

definitions and explanations

for the purposes of this privacy policy, the following terms have the meanings set out below:


"tenspa", "ten", "we", "us" and "our" refer to the operator of this store and website and the provider of the services described in this privacy policy.
"ten" trademark. the "ten" name, wordmark, logo and related brand elements are trademarks owned by satoshi. tenspa uses the "ten" trademark with the authorization of its owner. nothing in this privacy policy grants you any right or license to use the "ten" trademark or any other intellectual property appearing on the services.
"ten wellness". ten wellness (www.tenwellness.com) is a sister company of tenspa within the same corporate group. where this privacy policy refers to our "affiliates" or "corporate group," this includes ten wellness and satoshi, and your personal information may be shared within this group as described in the "how we disclose personal information" section below.
"services" means this store and website, including all related information, content, features, tools, products and services made available by tenspa.
"personal information" has the meaning given in the "personal information we collect or process" section below.
"partners" and "service providers" include the third parties named in this privacy policy — odoo (our e-commerce and hosting platform), meta platforms (facebook and instagram, for advertising and messaging), and respond.io (our customer-communications platform) — as well as other vendors who process personal information for us.

personal information we collect or process

when we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. we may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the services, where you live, and as permitted or required by applicable law:


contact details including your name, address, billing address, shipping address, phone number, and email address.
financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
account information including your username, password, security questions, preferences and settings.
transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
communications with us including the information you include in communications with us, for example, when sending a customer support inquiry or when you message us through whatsapp, instagram, facebook messenger, sms, email or other messaging channels. these communications, including message content, your phone number or messaging handle, and related metadata (such as time and channel), are processed through our customer-communications platform, respond.io.
device information including information about your device, browser, or network connection, your ip address, and other unique identifiers, including identifiers collected through cookies, pixels and similar technologies (such as the meta pixel).
usage information including information regarding your interaction with the services, including pages viewed, products viewed, items added to cart, purchases and other events, and how and when you interact with or navigate the services. certain of these events may also be shared with our advertising partners (such as meta) through cookies, pixels or server-to-server technologies (such as the meta conversions api).

personal information sources

we may collect personal information from the following sources:


directly from you including when you create an account, visit or use the services, message us on whatsapp, instagram or other channels, communicate with us, or otherwise provide us with your personal information;
automatically through the services including from your device when you use our products or services or visit our websites, and through the use of cookies, pixels and similar technologies;
from our service providers including odoo (which hosts and powers our store), respond.io (which powers our customer messaging), and payment, analytics, fulfillment and other providers, when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
from our advertising and social media partners including meta platforms (facebook and instagram), for example when you interact with our ads, pages or profiles, click through to our store from an ad, or message us through meta's platforms;
from our partners or other third parties.

how we use your personal information

depending on how you interact with us or which of the services you use, we may use personal information for the following purposes:


provide, tailor, and improve the services.

we use your personal information to provide you with the services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. this may include using your personal information to better tailor and improve the services.

marketing and advertising.

we use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message, whatsapp or postal mail, and to show you online advertisements for products or services on the services or other websites and platforms, including facebook and instagram. this includes:

– using cookies and the meta pixel, and sharing certain events (such as page views, add-to-cart events and purchases) with meta platforms via the pixel and the meta conversions api, so that we can measure the performance of our ads, show you relevant advertising, and reach audiences similar to our customers;
– creating custom audiences and lookalike audiences with meta using hashed contact details (such as email addresses or phone numbers) or your activity on our store, in accordance with meta's terms;
– sending you promotional or transactional messages through respond.io on channels you have used to contact us or opted in to (such as whatsapp), in accordance with the applicable channel's policies (for example, whatsapp template messaging rules).

customer communications and support.

when you contact us or we contact you through whatsapp, instagram, facebook messenger, sms, email or similar channels, your messages and related contact details are processed through respond.io so that our team can respond to you, keep a record of your inquiries, route conversations to the right team member, and maintain our business relationship with you.

security and fraud prevention.

we use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. if you choose to use the services and register an account, you are responsible for keeping your account credentials safe. we highly recommend that you do not share your username, password or other access details with anyone else.

legal reasons.

we use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.


how we disclose personal information

in certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this privacy policy. such circumstances may include:


with odoo, which hosts our website and store and provides the technology that powers the services, and with vendors and other third parties who perform services on our behalf (e.g. it management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
with respond.io, our customer-communications platform, which processes your contact details, message content and conversation history when you communicate with us through whatsapp, instagram, facebook messenger, sms, email or other connected channels, in order to enable us to respond to and manage those conversations. respond.io processes this information on our behalf in accordance with its own privacy policy, available at https://respond.io/privacy.
with meta platforms (facebook and instagram) and other business and marketing partners, to provide marketing services and advertise to you. for example, we use the meta pixel and meta conversions api to share information about your activity on our store (such as pages viewed and purchases) with meta so that meta can measure ad performance and show you personalized advertising on its platforms, and we may share hashed contact details with meta to build custom and lookalike audiences. meta processes this information as described in its own privacy policy, available at https://www.facebook.com/privacy/policy. you can manage how meta uses data to show you ads through your facebook or instagram ad preferences settings.
when you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
with our affiliates or otherwise within our corporate group.
in connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the services, our rights, and the rights of our users or others.

depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements based on your online activity with different merchants and websites. you can exercise your rights to opt out of those uses as described in the "your rights and choices" section below.


cookies, pixels and similar technologies

we and our partners use cookies, pixels and similar technologies to operate the services, remember your preferences, analyze how the services are used, and deliver and measure advertising. in particular, we use the meta pixel, which places cookies and collects information about your device and your activity on our store (such as pages visited, items added to cart and purchases) and shares it with meta for the advertising and measurement purposes described above. you can manage cookies through your browser settings, and you can manage personalized advertising through your facebook and instagram ad preferences. disabling cookies may affect how the services work for you.


relationship with odoo

the services are hosted by odoo, which collects and processes personal information about your access to and use of the services in order to provide and improve the services for you. information you submit to the services will be transmitted to and shared with odoo as well as third parties that may be located in countries other than where you reside, in order to provide and improve the services for you. in addition, to help protect, grow, and improve our business, we use certain odoo enhanced features that incorporate data and information obtained from your interactions with our store, along with other merchants and with odoo. to provide these enhanced features, odoo may make use of personal information collected about your interactions with our store, along with other merchants, and with odoo. in these circumstances, odoo is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. to learn more about how odoo uses your personal information and any rights you may have, you can visit the odoo privacy policy at https://www.odoo.com/privacy.


relationship with meta

when you interact with our facebook or instagram pages, our ads on meta platforms, or message us through meta channels, meta collects and processes personal information about you under its own privacy policy. for certain advertising activities — such as pixel and conversions api measurement and custom audiences — we and meta may act as separate or joint controllers of the relevant data, as described in meta's business tools terms. to learn more about how meta uses your personal information and the rights and controls available to you, visit https://www.facebook.com/privacy/policy.


relationship with respond.io

we use respond.io to manage customer conversations across messaging channels. when you message us, respond.io processes your contact details, messages and related metadata on our behalf so that we can respond to you and manage our relationship with you. respond.io acts as our service provider (processor) for this data. to learn more about respond.io's privacy practices, visit https://respond.io/privacy. note that the messaging channel you use (for example, whatsapp or instagram) also processes your messages under its own privacy policy.


third party websites and links

the services may provide links to websites or other online platforms operated by third parties. if you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. we do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. information you provide on public or semi-public venues, including information you share on third-party social networking platforms, may also be viewable by other users of the services and/or users of those third-party platforms without limitation as to its use by us or by a third party. our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the services.


minor data

the services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. if you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted. as of the effective date of this privacy policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.


security and retention of your information

please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." in addition, any information you send to us may not be secure while in transit. we recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.


how long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with services, to manage ongoing customer conversations, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.


your rights and choices

depending on where you live, you may have some or all of the rights listed below in relation to your personal information. however, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.


right to access / know. you may have a right to request access to personal information that we hold about you.
right to delete. you may have a right to request that we delete personal information we maintain about you.
right to correct. you may have a right to request that we correct inaccurate personal information we maintain about you.
right to opt out of targeted advertising. depending on where you live, you may have the right to opt out of the use of your personal information for targeted advertising. you can also limit personalized advertising by adjusting your facebook and instagram ad preferences and your browser cookie settings.
managing communication preferences. we may send you promotional emails or messages, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails, by replying "stop" (or the equivalent opt-out keyword) to promotional whatsapp or sms messages, or by contacting us. if you opt out, we may still send you non-promotional communications, such as those about your account or orders that you have made.

you may exercise any of these rights where indicated on the services or by contacting us using the contact details provided below. to learn more about how our partners process your personal information and the rights you may have with them directly, you can visit https://www.odoo.com/privacy, https://www.facebook.com/privacy/policy, and https://respond.io/privacy.


we will not discriminate against you for exercising any of these rights. we may need to verify your identity before we can process your requests, as permitted or required under applicable law. in accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. we will respond to your request in a timely manner as required under applicable law.


complaints

if you have complaints about how we process your personal information, please contact us using the contact details provided below. depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.


international transfers

please note that we may transfer, store and process your personal information outside the country you live in, including through our service providers and partners such as odoo, meta and respond.io, whose servers may be located in other countries.


if we transfer your personal information out of the european economic area or the united kingdom, we will rely on recognized transfer mechanisms like the european commission's standard contractual clauses, or any equivalent contracts issued by the relevant competent authority of the uk, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.


changes to this privacy policy

we may update this privacy policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. we will post the revised privacy policy on this website, update the "last updated" date and provide notice as required by applicable law.


contact

should you have any questions about our privacy practices or this privacy policy, or if you would like to exercise any of the rights available to you, please call or email us at info@tenwellness.com or contact us at sanabel tower, 26 jaber al-mubarak street, m2 floor, kuwait, kw-ku, 00965, kw.