Privacy Policy
Who we are
This website is operated by The Haud Ltd, a company registered in England and Wales (Company No. 15779673). Our registered office is 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. When we refer to "we", "us" or "The Haud" in this policy, we mean The Haud Ltd.
We are the data controller for personal information collected through this website, and we are registered with the Information Commissioner's Office (registration number ZC102511).
If you have any questions about this policy or how we handle your data, you can contact us at hello@thehaud.com or on 0333 090 5469.
The Haud is not directed at children. The site is for users aged 18 and over.
What information we collect
When you create an account or make a purchase, we collect your name and email address, your delivery address, payment information (processed securely by Stripe; we do not store card details), and your order history.
To place an order we do need your name, delivery address and payment details, because without them we cannot get your piece to you. Everything else, like marketing preferences or personalisation choices, is optional.
When you browse the site we may log your IP address, browser type, and the pages you visit, in short-lived server logs used to keep the service running and prevent abuse.
If you accept optional cookies, we also use Google Analytics to understand how people use the site, and the Meta Pixel and Meta Conversions API to measure our advertising and show The Haud to people who have visited before. Purchase events are shared with Meta only if you have consented. Neither runs unless you say yes, and you can change your mind at any time using the "Cookie preferences" link in the footer. Our Cookie Policy has the full detail.
When you contact us, we collect your name, email address and the content of your message.
If you apply to sell on The Haud, we collect your name, business name, craft type, website or social links, and any information you provide in your application. If you are a maker or thinking of becoming one, our Maker & Seller Privacy Notice explains in full what we collect and why.
How we use your information
We use your information to process your orders and send you order confirmation and shipping updates, manage your account, verify your email when you sign up, respond to your enquiries, send you marketing emails if you have opted in (you can unsubscribe at any time), review and process maker applications, understand how the site is used and measure our advertising (only with your consent), and meet our legal obligations.
Our team may review messages sent between buyers and makers through The Haud to resolve disputes, prevent fraud, and keep the marketplace safe.
We will never sell your personal data to third parties.
How we use AI
The Haud uses a small number of AI services to help makers tell their stories and to keep the site safe. We want to be plain about what they are and what they do.
Our voice assistant, which helps makers build their shop by talking rather than typing, uses third-party AI services for the voice and the conversation. Those calls are saved and transcribed so we can build the maker's page from what they told us and improve the service.
Product photos are processed by an AI service to remove their backgrounds, and listings are checked for content safety by an AI service.
None of these providers use your data to train their AI models. That is a commitment under our agreements with them, not an accident of settings.
Our legal basis for processing
We process your personal data on the following legal bases:
Contract: to fulfil orders you place with us and manage your account.
Legitimate interests: to respond to enquiries, prevent fraud, and improve our service.
Consent: for marketing emails, analytics cookies, and advertising measurement.
Legal obligation: where we are required to retain records for tax or legal purposes.
When you buy from a maker
The Haud is a marketplace. When you place an order, the maker who made your piece receives your name and delivery details so they can pack and send it to you. For that information, the maker acts as an independent data controller in their own right.
Makers may only use your details to fulfil your order. They are not permitted to use them for their own marketing.
Who we share your data with
We share your data only where necessary to run The Haud, with the following service providers:
Running the site: hosting and file-storage providers, our database provider (which keeps your account and order data in a UK data centre), a rate-limiting service that protects the site from abuse, and an error-logging service (with personal data scrubbed before anything is sent).
Payments and delivery: our payment provider (which processes payments and verifies makers' identities) and shipping providers that generate delivery labels and tracking, including for orders sent overseas.
Email: a transactional email provider (order confirmations, account notifications) and a marketing email provider (only if you have opted in).
Analytics and advertising (only with your consent): analytics and advertising providers, as described above.
AI services: as described in the AI section above.
Everything else: a maps provider that renders the maps showing where makers work, a booking tool for calls with makers, internal team messaging that carries our operations alerts (for example, a notification that an order has been placed), and internal issue and to-do tracking.
International data transfers
Some of the providers we use are based outside the UK, mainly in the United States. Where we send personal data to them, it is protected by the UK Extension to the EU-US Data Privacy Framework where the provider is certified, and by an International Data Transfer Agreement or the UK Addendum to the standard contractual clauses otherwise.
When your order is delivered outside the UK, we pass your name and delivery address to the overseas carrier that carries the parcel, and to the customs and border authorities in the destination country. This is necessary to deliver your order and clear it through customs, and the law allows it as a transfer needed to perform your contract.
Your payment and order data at rest stays in the UK.
Cookies
We use cookies on this website. Please see our Cookie Policy for full details of what cookies we use and how to control them.
How long we keep your data
Account and order data: for as long as your account is active, and for 7 years afterwards to meet our legal obligations under HMRC record-keeping requirements.
Contact form submissions: up to 2 years.
Maker applications: up to 2 years whether successful or not.
Voice-call transcripts and onboarding-call notes: for as long as the maker sells with The Haud, so we can keep representing their work well.
Your rights
Under UK GDPR, you have the right to access the personal data we hold about you, correct any inaccurate data, erase your data in certain circumstances, restrict how we process your data, object to processing based on legitimate interests, receive your data in a structured machine-readable format, and withdraw consent at any time where we rely on consent.
You don't need to email us for the basics: you can download a copy of your data any time from your account settings, and if you shop with us you can delete your account there too. Makers and staff accounts can't self-delete (the shop and its listings need handling first): email rosie@thehaud.com and we will close the account for you.
For anything else, email us at hello@thehaud.com. We will respond within one month.
If you are unhappy with how we have handled your data, you have the right to complain to the Information Commissioner's Office at ico.org.uk.
Your US state privacy rights
If you live in the United States, some states, including California, give you specific rights over your personal information where their laws apply to us. You have the right to know what personal information we hold about you, to ask us to delete or correct it, and to opt out of any sale or sharing of it.
We do not sell your personal information for money. If you accept optional cookies, we share limited information with Meta to measure our advertising, which some US state laws treat as sharing. You can stop this at any time using the "Cookie preferences" link in the footer of every page. We also honour the Global Privacy Control (GPC) browser signal: if your browser or a browser extension sends it, we automatically keep analytics and advertising cookies off, so there is nothing for you to do. To make any other request, email hello@thehaud.com. We will never treat you differently for exercising these rights.
Changes to this policy
We may update this policy from time to time. When we do, we will update the date at the top of this page.