Privacy policy
Last updated 24 September 2026
This policy explains how Igennus collects and uses personal information when you visit igennus.com, buy from us, create an account, contact us, use our chatbot or take part in a product and supplement guidance consultation.
Who we are
Igennus Limited, trading as Igennus Healthcare Nutrition, is the principal controller of personal information collected through this website and our 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.
Sales to customers in the European Union may be processed through our wholly owned Irish subsidiary, Igennus Healthcare Nutrition Limited. That company may act as a separate controller where it processes order and payment information to complete an EU sale or comply with its own accounting, tax or legal obligations. Igennus Limited remains responsible for operating the website and for customer accounts, marketing, consultations, analytics and advertising.
You can contact us about either company's use of personal information at support@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 organisation;
- 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 behaviour 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, fulfilment, 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
The following sections summarise our main purposes and lawful bases under UK and EU data-protection law. The basis may vary where another country's law applies.
Orders and customer services
Manage accounts, orders, payments, subscriptions, delivery, returns, enquiries and business customers.
Lawful basis: Contract; legal obligation; legitimate interests in operating and supporting our business.
Consultations and health information
Arrange and provide short product and supplement guidance consultations.
Lawful basis: Steps at your request; explicit consent for health information.
Product safety and legal compliance
Investigate complaints, adverse events, quality concerns and recalls; meet tax, regulatory and legal duties.
Lawful basis: Legal obligation; legitimate interests; legal claims or another applicable condition for health information.
Marketing
Send and measure email newsletters and promotions.
Lawful basis: Consent, or the customer soft opt-in where permitted by electronic-marketing law.
Analytics and advertising
Understand use of our website, improve services, measure campaigns, create matched audiences and provide targeted advertising.
Lawful basis: Consent for non-essential tracking and where otherwise required; legitimate interests where permitted.
Chatbot
Provide automated product, ingredient and customer-service information; operate, secure and improve the service.
Lawful basis: Steps at your request; legitimate interests in providing and improving the service.
Security and legal matters
Protect accounts and systems, prevent misuse, respond to authorities and establish or defend legal claims.
Lawful basis: Legitimate interests; legal obligation; legal claims where relevant.
Where we rely on legitimate interests, these include operating and improving our services, protecting customers and the business, understanding demand, proportionate promotion, and establishing or defending legal rights. We consider the effect on your rights before relying on this basis.
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 authorised to provide it.
Marketing advertising and cookies
We send email marketing to people who have subscribed or where another lawful electronic-marketing rule applies. 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.
With the required choices or consent, 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. 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 outside the UK or EEA using the safeguards described below. Conversations may be logged and analysed. 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, fulfilment, 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.
Providers may act as our processors, or as independent controllers for some activities. 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 Kingdom, European Economic Area, United States and other countries. Where UK or EU data-protection law applies, transfers outside the relevant area use an available safeguard, such as an adequacy decision or regulation, approved standard contractual clauses, the UK International Data Transfer Agreement or UK Addendum. Contact us for more information about a relevant safeguard.
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 anonymise it, subject to backups and legal holds.
Security
We use proportionate technical and organisational 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 rights
Depending on the law that applies, you may have the right to:
- access, correct or delete your personal information;
- restrict or object to processing, including an absolute right to object to direct marketing;
- receive certain information in a portable format;
- withdraw consent at any time where we rely on consent; and
- complain to a data-protection authority.
Rights are not absolute, and we may need to verify your identity. To exercise a right, email support@igennus.com. You may complain to the UK Information Commissioner's Office at https://ico.org.uk/make-a-complaint/, the Irish Data Protection Commission at https://www.dataprotection.ie/, or the authority in the country where you live or work. We would appreciate the opportunity to address your concern first.
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. You can accept, reject or choose categories through the cookie banner and can reopen the cookie settings to change or withdraw your choice. Withdrawing consent does not make earlier use unlawful. Browser controls can also remove or block cookies, although parts of the website may then work less effectively.
The technologies currently in use, their providers, purposes and durations are shown in the website's cookie preference centre. These may include services supporting Shopify commerce, Google analytics and advertising, Meta advertising, customer communications and other enabled website features. 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 support@igennus.com or to Igennus Limited at the registered office above.