Privacy policy

Privacy Policy

Last updated: 9 October 2026

This Privacy Policy describes how your personal information is collected, used and shared when you visit or make a purchase from https://wilderwell.co.uk (the “Site”), use our services or use My Wilderwell Journey in your customer account. Jaime Wiles trading as Wilderwell is responsible for the personal information used to provide our shop and services. You can contact us at hello@wilderwell.co.uk.

Personal Information We Collect

When you visit the Site, certain information is automatically collected about your device, including:

  • Web browser

  • IP address

  • Time zone

  • Cookies installed on your device

  • Pages viewed and interactions with the Site

  • Referring websites or search terms

When you make a purchase, subscribe to emails, contact us or use our services, we may collect personal information including:

  • Name

  • Email address

  • Billing and payment details

  • Shipping address

  • Phone number (if provided)

  • Any information you voluntarily provide

This information is referred to as “Personal Information”.

How We Use Your Information

We use your Personal Information to:

  • Process and fulfil orders

  • Provide customer support

  • Communicate with you about purchases or services

  • Send occasional emails, updates or offers (you may unsubscribe at any time)

  • Improve our website, products and services

  • Prevent fraud or misuse of the website

  • Comply with legal obligations

My Wilderwell Journey

Journey is an optional space within your Shopify customer account for sharing updates, recording progress and receiving support from Wilderwell. You do not have to use Journey to buy from the shop.

Free trial and purchase access

When a free trial is offered, we record your Shopify customer identifier, the date your trial starts when you first open Journey, and its end date. This lets us provide one trial per customer, show the remaining access period and avoid restarting the trial each time you return. A minimal trial record remains after the trial or Journey ends so repeat trials are not granted; it is removed when your relevant customer account data is redacted or the shop’s app data is deleted. This is a trial-start record, not tracking when you are last active or whether you read messages.

Where Journey support is included with selected purchases, we use your Shopify customer identifier, order identifier, purchase date, qualifying product identifiers and payment, cancellation or refund status to decide whether your support access is active. We may also record an access extension we grant manually. The applicable support period is explained on qualifying product pages. When support access expires, your existing Journey remains readable while new messages and updates are paused. Purchase eligibility records are kept only for the maximum supported access window of 180 days; expired records are removed by scheduled maintenance. Your Shopify order records have their own retention rules.

Information used in Journey

Depending on the sections available and what you choose to use, Journey records:

  • Your Shopify customer identifier, account email and profile details, including your name, town or area, date of birth and optional profile photo.
  • Your questionnaire answers, chosen focus areas, check-in scores and notes, Little Wins and messages, including any photos you attach.
  • Messages and recommendations sent to you, and notes we keep to support your journey.
  • Private journal entries, if you use the journal.

Your name is required. Town or area and date of birth are optional. Your profile photo and questionnaire answers are optional. Share only the information you want to include and that is relevant to the support you are seeking.

Messages and recommendations

We use Journey information to provide the features you choose, respond to messages, understand your updates and offer relevant support or recommendations.

Journey emails, where enabled, notify you about a reply or recommendation and link back to your account. The notification emails do not include the private message text or questionnaire answers. These service notifications are separate from marketing emails.

Private journal and access

Your private journal entries are not shown in Wilderwell's merchant screens or included in the app's merchant downloads. They are stored by the app to make them available to you. This is privacy within the app, rather than end-to-end encryption: authorised technical access may be needed to operate the service, resolve a problem or meet a legal obligation.

Optional gentle reminder emails

If you choose gentle email reminders in Journey, we may send one reminder after seven days without a customer check-in, Little Win or message, while your support access is active. The first reminder is no earlier than seven days after you choose this option. We use those shared-update dates, your reminder choice and its date, your Shopify account email checked against Shopify, and a record of the last quiet period reminded. This does not track when you open the app, read messages or use your private journal. Reminder emails do not include your private writing or health details. We rely on your consent for these optional reminder emails. You can withdraw it in Journey or using the turn-off link in any reminder email. This does not affect your purchases or ordinary Journey messages. Changing your email address turns reminders off until you choose them again.

Sharing your Journey information

Shared profile details, answers, check-ins, Little Wins and conversations are available to Wilderwell to provide support. Private merchant notes are not shown in the ordinary customer interface. Profile photos and message attachments are stored for use in Journey; anyone who receives a direct profile-photo image link may be able to view that image.

Sensitive information

Some information you share about your wellbeing could reveal physical or mental health information or other sensitive personal information. Journey is not a medical service or an emergency monitoring service. Please avoid uploading medical records or unnecessary sensitive information, and do not include another person's personal information without an appropriate reason and permission where required.

Your separate privacy choices

Before using the wellbeing-sharing features, you are asked to explicitly agree to Wilderwell storing and using your shared questionnaire answers, focus areas, check-ins, Little Wins, messages and related support records to provide your Journey support. These records may include physical or mental health information. The private journal has its own separate choice: agreeing to shared support does not also agree to the journal, and agreeing to the journal does not agree to sharing with the merchant.

Both choices start unticked. We record your customer identifier, the choice, date, and the wording and version shown to you. For this optional wellbeing information, we rely on consent under Article 6(1)(a) of UK GDPR and, where the information reveals health or other special-category information covered by the choice, explicit consent under Article 9(2)(a). You can buy from Wilderwell and keep your ordinary customer account without agreeing to these optional features.

You can change these choices under Journey privacy, including when purchase-based support access has ended. Withdrawing shared-support consent deletes your shared questionnaire answers, focus areas, check-ins, Little Wins, conversations, recommendations and merchant support notes from the live Journey. It turns off gentle reminders. It keeps your basic profile details and profile photo, and does not delete your separately consented private journal. Withdrawing journal consent deletes your journal entries from the live Journey and leaves shared-support records alone. A confirmation explains what will be deleted before you continue.

Withdrawal does not affect the lawfulness of processing before withdrawal. We keep a limited record of the consent and withdrawal while your Journey exists, to document your choices. You can also contact us to request deletion of your complete Journey or basic profile.

These in-app choices apply to Journey. If you want to share health information for Reiki or coaching outside Journey, contact us first so we can explain the purpose and arrange any separate consent and safeguards needed for that service.

Photo upload links

Photo upload links last for ten minutes and can only be used once. For message photos, the app temporarily stores the selected photo while you return to Journey. It is attached to a message only when you press Send. Temporary uploads are removed after the link expires by scheduled maintenance.

Storage and deletion

Journey uses Shopify for account identification and store information, and Cloudflare Workers, D1 and R2 for the application, Journey records and profile photos. Notification delivery may use Resend when enabled. These providers process the information needed to operate their part of the service.

If you have not saved a customer update for 12 months, we may email your verified Shopify account email address to ask whether you want to keep your Journey. A saved profile change, check-in, Little Win, message or private journal entry counts as an update; simply opening or reading the app does not. A current free trial, purchase-based or manually extended support period postpones this cleanup.

The notice gives you 30 days to choose Keep my Journey under Journey privacy, or save a new update. Either cancels the pending deletion and starts a new 12-month period. If you do neither, scheduled cleanup deletes your live Journey profile, shared support records, private journal and consent records. This notice is a service email, separate from optional reminder and marketing emails. Automatic deletion does not start unless the email provider accepts the notice for delivery to the verified address. Provider acceptance does not guarantee inbox delivery. If the address cannot be verified or the notice fails to send, automatic deletion is paused for review.

You can delete your own journal entries and ask us to delete your complete Journey sooner. Deleting a Journey does not itself delete your Shopify customer account, orders or any separately retained trial or purchase-access records. If a separate legal obligation requires us to retain particular business records, we will explain the reason and retention period.

Deletion removes the live Journey records and stops the old profile-photo link working. Removal of the stored photo is queued for scheduled cleanup and retried if needed. Infrastructure logs and backups can have separate provider retention periods and may expire later; information is not kept longer than needed for its purpose. Contact us if you want information about retention for your particular records.

Legal Reasons for Using Your Information

Our legal basis depends on the purpose:

  • Contract: information needed to process your order or provide a service you request.
  • Legitimate interests: providing ordinary customer support, keeping the service secure and following up on the support we provide. We must balance these interests against your rights and reasonable expectations. You can contact us to object to processing based on legitimate interests.
  • Legal obligations: records needed to meet tax, accounting or other legal duties.
  • Consent: where required for marketing, non-essential cookies or particular uses of your information. You can withdraw consent without affecting the lawfulness of earlier processing.

Health information and other special-category information need an additional legal condition, not just one of the general reasons above. Where explicit consent is required, it must be obtained separately for the specified purpose.

Sharing Your Information

We only share your information with trusted third parties necessary to operate our business, including:

  • Shopify (website and ecommerce platform)

  • Payment providers such as PayPal or Shopify Payments

  • Delivery providers

  • Google Analytics and similar tools used to understand website performance, subject to applicable cookie choices

  • Cloudflare for Journey hosting, database storage and profile photos; Resend for Journey notifications and optional reminder emails when enabled; and Omnisend for email communications where used

We may also disclose information where required to comply with legal obligations or protect our rights.

Cookies

This website uses cookies and similar technologies to improve your browsing experience and understand how visitors use the website.

Essential cookies support functions such as sign-in, checkout and remembering your privacy choices. Non-essential analytics or advertising technologies require an appropriate consent choice where the law requires it. You can use the website cookie controls where available, or contact us about your choices. Browser settings can also block or delete cookies, although this may affect sign-in or checkout.

For more information about cookies, visit: https://www.allaboutcookies.org

International Processing

Shopify and other service providers may process information outside the United Kingdom. International processing is subject to applicable data-protection requirements and the relevant provider's data-processing terms and transfer safeguards. Contact us if you want more information about the providers and safeguards relevant to your information.

Email Marketing

We send marketing emails where you have subscribed or where applicable law permits us to contact you about our own similar products or services, with an opportunity to opt out. A purchase or use of Journey does not automatically mean you have agreed to every form of marketing.

You can unsubscribe at any time by clicking the unsubscribe link in any email or by contacting us directly.

Data Retention

We retain your information only for as long as necessary to provide services, comply with legal obligations and resolve disputes.

Your Rights

Depending on your location, including under UK GDPR and EU GDPR laws, you may have the right to:

  • Access your personal information

  • Correct inaccurate information

  • Request deletion of your information

  • Restrict or object to certain processing

  • Withdraw consent where processing relies on it, including marketing, and request portability of information where that right applies

To exercise any of these rights, please contact us using the details below. We may ask for enough information to verify your identity. We normally respond within one month; where the law permits an extension, we will explain it.

You can also complain to the UK Information Commissioner’s Office at ico.org.uk/make-a-complaint/. You do not have to contact us before making a complaint.

Third-Party Services

This website may contain links to third-party websites or services. We are not responsible for the privacy practices or content of those external websites.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect operational, legal or regulatory changes.

Any updates will be posted on this page.

Contact

If you have any questions about this Privacy Policy or your personal information, please contact:

Jaime Wiles
Wilderwell
Email: hello@wilderwell.co.uk
Essex, United Kingdom