Privacy policy

Trovio is a trading name of Innercity Studios Limited, which is the "controller" of your personal data. That means we decide how it's used and we're responsible for looking after it under UK data protection law (the UK GDPR and the Data Protection Act 2018) and, for people in the European Economic Area, the EU GDPR.

When you buy from a seller, the seller receives the details they need to send your order and is responsible for how they use them. Our seller terms limit what sellers can do with them.

For anything about your data, contact hey@innercitystudios.co.uk.

Our representative in the EU is to be added. People in the EU can contact them instead of us if they prefer.

• Your account: name, email address, phone number if you add one, password (stored scrambled so nobody can read it), profile photo, saved addresses, your settings, and whether you've turned on two-step sign-in. If you add a passkey, we only store a public key, never your face or fingerprint, which stay on your device. If you sign in with Apple, Google or Facebook, we receive your name and email address from them.
• Orders: what you bought, the price and currency, delivery name, address and phone number, personalisation details you give, tracking, refunds, cancellations and disputes.
• Payments: your card or payment details go straight to Stripe. We only see limited details, such as how you paid and, for cards, the last four digits. If you choose Klarna, Clearpay or PayPal, they collect what they need under their own privacy policies.
• Sellers: shop name, logo, banner, listings and photos, and your sales. Stripe collects your identity documents, date of birth and bank details to pay you, and shares the result of its checks with us. We keep the details the law requires us to report to tax authorities, such as your tax reference number and sales totals.
• Connected stores: if a seller connects a Shopify or WooCommerce store, the products, stock, delivery settings and Trovio orders needed for the sync. We don't copy the store's own customer list.
• What you write: messages between buyers and sellers, reviews, reports and help requests, along with any photos you attach.
• Using Trovio: your favourites, basket, the items you view (counted for sellers' stats), searches, your region and currency, and the device token we use to send app notifications.
• Technical details: your IP address, browser and device type, and logs of errors and sign-ins. We use your IP address to work out which country you're in, so we can show the right region and currency. We don't track your precise location.

The law asks us to give a reason, or "lawful basis", for each use:

• To provide the service you asked for (contract): running your account, suggesting addresses as you type at checkout, taking payments, passing orders to sellers, paying sellers, shipping labels, buyer and seller protection, refunds, messages and help.
• To meet our legal duties (legal obligation): keeping tax and accounting records, reporting sellers' income to tax authorities, checking for sanctioned people, dealing with reports of illegal content, and answering lawful requests from the police, courts and regulators.
• To keep Trovio safe, fair and working (legitimate interests): spotting fraud, scams and fake reviews, checking listings against our policies, securing accounts, counting views and featured showings, fixing problems and improving Trovio. We make sure these uses don't outweigh your rights, and you can object to them.
• With your permission (consent): optional cookies (see our cookie policy) marketing emails and app notifications. You can withdraw your permission at any time.

When you order, the seller sees your name, delivery address, phone number if you gave one, what you bought, any personalisation and any messages you send them. They don't see your card details, and they don't see your email address unless you share it. Sellers may only use your details for your order.

Reviews are public and show your first name and profile photo, if you have one. Shop pages and listings are public, including any business details a seller is required to show.

Every new listing, and any change to a listing's words or photos, is checked by an automated tool that uses AI (provided by Anthropic) to see whether it meets our policies. It can approve a listing, turn it down or pass it to our team. If a seller disagrees, they can ask a person on our team to look at it again. The tool is only used for checking listings, and listing content isn't used to train Anthropic's models.

We also use automated checks, including Stripe's, to spot payments that look fraudulent. A payment flagged this way may be blocked or reviewed by a person. We don't make any other decisions about you solely by automated means that have a legal or similarly significant effect on you.

We send emails about your orders, account, payouts and important changes because they're part of the service. We only send marketing emails if you've said yes, for example with the tick box at checkout, and every one has an unsubscribe link. You can also turn them off in your account settings.

The Trovio app only sends notifications if you allow them on your phone, and you can switch them off in your phone's settings at any time.

We use trusted companies to run parts of Trovio. They act on our instructions, under contracts that require them to protect your data, and only use it to do that job for us:

We also share data:

• with the seller of each order, as explained above
• with Shopify or WooCommerce, when a seller has connected their store, so the seller can fulfil your order there
• with tax authorities such as HMRC, the police, courts and regulators, when the law requires it or to prevent fraud or harm
• with our professional advisers, such as lawyers and accountants, under a duty of confidentiality
• with a new owner, if Trovio is ever sold or merged, who would have to keep to this policy

We never sell your personal data, we don't share it with advertisers, and we don't use advertising trackers.

Our main database is in London. Some of our providers, listed above, are based in the United States or elsewhere and may handle your data there. When that happens, we rely on the UK's adequacy rules (including the UK-US data bridge where the company has signed up to it) or on the UK's and EU's approved contract terms, so your data gets the same level of protection. You can ask us for a copy of the safeguards we use.

• Your account: until you close it. Then it's deleted within 30 days, and past orders are kept only in anonymised form, apart from anything below.
• Delivery details on an order (name, address and phone): two years after delivery, to cover returns, disputes and card chargebacks. Then they're removed and only the money side of the order and the country are kept.
• Orders, payments, fees and payouts: six years after the end of the financial year they belong to, as tax law requires.
• Messages between buyers and sellers: two years after the order closes.
• Help requests and reports: two years after they're closed, in case the issue comes back.
• Records of our staff viewing your details: two years.
• Connected store keys: deleted as soon as a seller disconnects the store, and the rest of the store's data within 30 days.
• Security logs: usually no more than 90 days.
• Your cookie choice: 12 months.

Sometimes we have to keep data longer, for example while a dispute or investigation is open, or when the law requires it.

You can ask us to:

• give you a copy of the personal data we hold about you
• correct anything that's wrong or incomplete
• delete your data, where we don't need to keep it by law
• restrict or object to how we use it, including stopping all marketing
• send your data to you or another company in a common format
• have a person review any automated decision about you
• withdraw any permission you've given, at any time

You can download your data and close your account yourself in your account settings. For anything else, contact hey@innercitystudios.co.uk. It's free, and we'll reply within one month. We may need to check it's really you first.

If you're unhappy with how we've handled your data, please tell us first so we can put it right. You can also complain to the UK Information Commissioner's Office at ico.org.uk or on 0303 123 1113, or to the data protection authority where you live.

• European Economic Area and Switzerland: you have the same rights listed above under the EU GDPR or Swiss law, and you can complain to your local data protection authority. You can contact our EU representative, named at the top of this policy.
• United States: some states, including California, give you the right to know what we collect, to correct or delete it, and to opt out of its sale or of "sharing" for targeted advertising. We don't sell or share personal data in either sense, and we don't use it for targeted advertising. We treat Global Privacy Control signals as a request to opt out. You can use any of your rights by contacting us as above, and we won't treat you differently for doing so.
• Canada, Australia and New Zealand: you can ask to see and correct your information, and complain to us and then to your privacy regulator (the Office of the Privacy Commissioner of Canada, the Office of the Australian Information Commissioner or New Zealand's Office of the Privacy Commissioner).
• Anywhere else: we give everyone the rights in this policy, wherever they live.

Everything is sent over an encrypted connection and stored encrypted, passwords are scrambled, and our database only lets people see their own account data. Only a small number of Trovio staff can see personal details, they must use two-step sign-in, and every time they view someone's details it's recorded. Card details never touch our servers.

No system is perfect, though. If we ever have a breach that puts you at risk, we'll tell you and the regulator as the law requires.

Trovio isn't meant for children. You need to be 18 or over to open an account, and we don't knowingly collect data from anyone younger. If you think a child has given us their details, please contact us and we'll delete them.

If we change this policy in a way that matters, we'll tell you by email or on Trovio before it takes effect. The date at the top shows when it last changed.