Privacy Policy

At Heldinside, we respect your privacy and are committed to protecting the personal information you provide when using our website, purchasing our products, or accessing the Heldinside Memory VAULT service.

This Privacy Policy explains how we collect, use, store, disclose, and protect your information.

1. Who We Are

Heldinside is operated by:

HJ UNITRADE PTY LTD

Heldinside is the brand responsible for providing personalized gifts and Memory VAULT experiences through heldinside.com.

2. Information We Collect

We may collect the following categories of information depending on how you interact with our services:

Information You Provide

Name and contact information
Email address
Billing and shipping information
Order details
Personalization information such as names, dates, messages, and design selections
Photos, videos, written memories, and recorded voice messages uploaded to Memory VAULT
Customer support communications

Automatically Collected Information

When you visit our website, we may automatically collect certain technical information, including:

Device information
Browser type
IP address
Website usage information
Cookies and similar technologies

3. Memory VAULT Information

When you use Heldinside Memory VAULT, we may process personal content you choose to store, including:

Photos
Videos
Written memories
Recorded voice messages

This content is used only to provide Memory VAULT features, including storing, displaying, updating, and allowing access to your saved memories.

Memory VAULT content is associated with your product and access information so you can manage and revisit your memories.

4. How We Use Your Information

We may use your information to:

Process and fulfill orders
Create personalized products
Provide Memory VAULT services
Send order updates and important service communications
Provide customer support
Improve our products, website, and customer experience
Prevent fraud and protect our services
Comply with legal obligations

5. Memory VAULT Storage & Deletion

Memory VAULT content is stored while the Memory VAULT service remains available and is processed according to this Privacy Policy and our Terms & Conditions.

If the Memory VAULT service is discontinued or materially changed, we will handle stored content according to applicable requirements and provide notice and export opportunities where reasonably practicable.

If a refund is approved for a product connected to Memory VAULT, customer-uploaded VAULT content may be permanently deleted after the refund process is completed.

If you manually delete your VAULT content, certain content may enter a recovery period before permanent deletion where supported by our systems.

Please note that some information, such as transaction records, payment records, and information required for legal, accounting, security, or compliance purposes, may need to be retained even after content deletion.

6. Sharing Your Information

We do not sell your personal information.

We may share information with trusted service providers that help us operate our business, including:

Payment processors
Website and ecommerce service providers
Cloud storage and technology providers
Production and fulfillment partners
Email and customer communication providers
Analytics and security providers

These providers may process information only as necessary to provide their services to Heldinside.

7. International Data Transfers

Heldinside operates through an international business structure and may use service providers located in different countries.

Your information may therefore be transferred, stored, or processed outside your country of residence, including through cloud, payment, technology, production, or communication providers.

We take reasonable steps to ensure that appropriate safeguards are applied when handling personal information.

8. Cookies & Analytics

We may use cookies and similar technologies to:

Operate website functions
Understand website usage
Improve customer experience
Measure marketing performance

You may manage cookie preferences through your browser settings.

9. Data Security

We take reasonable technical and organizational measures to protect your personal information from unauthorized access, misuse, loss, or disclosure.

However, no online transmission or storage system can be guaranteed to be completely secure.

10. Your Privacy Rights

Depending on applicable laws, you may have rights regarding your personal information, including:

Requesting access to your information
Requesting correction of inaccurate information
Requesting deletion where applicable
Managing marketing communications preferences

To make a privacy request, please contact us.

11. Children's Privacy

Heldinside products and services are not intended for children under the age required by applicable privacy laws without appropriate parental or guardian involvement.

We do not knowingly collect personal information from children without appropriate consent where required.