Privacy policy

Last updated: 15 October 2026

Controller

The party responsible for the processing of personal information, and therefore the controller for the purposes of this Privacy Policy, is hana, Michelle Merz, ob. Sonnenbergstrasse 24 in 5707 Seengen. hana operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). hana is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

  • Contact details including your name, address, billing address, shipping address, phone number, and email address.
  • Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
  • Account information including your username, password, security questions, preferences and settings.
  • Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
  • Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
  • Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
  • Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

  • Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
  • Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
  • From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
  • From our partners or other third parties.

While you visit the website, general information is collected automatically (for example the date of your visit, time zone, the type of web browser and its settings, version and language, your IP address, the MAC address of your device (e.g. computer or mobile phone), the operating system used, the content accessed, and the domain name of your internet service provider). We use this data for marketing and administrative purposes and to ensure the functionality of the website. This data is also necessary in order to deliver and optimize the content of the website correctly, to ensure the long-term operability of our IT systems and of the website, and to provide law enforcement authorities with the information they require for criminal prosecution in the event of a cyber attack.

1. SSL encryption

For reasons of security, and to protect the transmission of confidential content, this website uses SSL encryption. You can recognize an encrypted connection by the fact that the browser's address bar changes from "http://" to "https://".

2. Server log files

The provider of this website automatically collects and stores information in so-called "server log files", which your browser transmits to us automatically. In particular, the information listed above under "Personal Information Sources" is transmitted.

3. Use of cookies

3.1 Definition

Cookies are small files that are stored on your device when you use our website.

3.2 Necessary and non-necessary cookies

Necessary cookies are files that are sent to the browser on your computer's hard drive so that the website can function and so that we can offer you certain features. They do not require the consent of the website's users.

With the help of non-necessary cookies, we collect information about visits to the website. We also use non-necessary cookies to improve the usability of the website — for example, to provide shopping cart functionality, to tailor our offering to customers' wishes, and to make browsing the website as comfortable as possible for you. We also use cookies to optimize our advertising. Depending on the applicable law, non-necessary cookies require the consent of the website's users.

3.3 Session cookies and permanent cookies

So-called "session cookies" are deleted automatically once your visit ends. For example, we may use session cookies to store your shopping cart, online forms you have already filled in, or language settings across different pages within a single internet session. In addition, we also use permanent cookies. These remain stored on your device after the browser session ends, until you delete them. On a subsequent visit to our website, the inputs and settings you prefer are then recognized automatically. Depending on the type of cookie, these cookies remain stored on your device for a defined period (e.g. two years) and are deactivated automatically once the programmed time has elapsed. They serve to make our website more user-friendly, more effective and more secure. Thanks to these cookies, you are shown information on the site that is tailored specifically to your interests, for example.

3.4 Enabling, disabling and deleting cookies

In all web browsers, it is possible to enable, disable or delete the use of cookies by configuring the browser's settings or options accordingly. If cookies are disabled or deleted in whole or in part, not all functions of the website may remain available.

4. Integration of Google services

We use Google services on our website. The relevant Google entity has its seat in Ireland. Google Ireland relies on Google LLC (with its seat in the USA) as a processor (together, "Google"). Although we may assume that the data which Google retrieves and stores in the course of the use of our website is not personal information, it is possible that Google may, by combining this data with data it has itself collected for its own purposes, draw inferences about the identity of visitors and link this data to those individuals' Google accounts. If you have registered with Google yourself, Google may also be able to recognize you. The processing of your personal information by Google then takes place under Google's responsibility and in accordance with its data protection provisions. For further information on data protection (in particular on the scope, nature and purpose of the data processing), we refer you to Google's relevant privacy policy.

4.1 Google Analytics

When using Google Analytics, we are able to measure and evaluate the use of the website. Permanent cookies, which Google sets itself, are used for this purpose. For Google Analytics, we have configured the service so that visitors' IP addresses are truncated by Google within Europe before any onward transfer to the USA, and therefore cannot be traced back. The "Google signals" setting is switched off. Google Analytics is linked to our Google Ads account so that we can see which of our ads lead to visits and orders (see section 4.2). You can object to the use of Google Analytics at any time by choosing "Decline" in our cookie banner (see section 4.3).

4.2 Google Ads and remarketing

We advertise with Google Ads. To measure the success of our ads, Google records whether a visit to our website came from one of our Google ads and whether a fitting was then started or an order placed (conversion tracking).

Only if you accept marketing cookies in our cookie banner do we also use remarketing. Google Analytics then adds your browser, in pseudonymised form, to lists of visitors to our website (for example "visited the website" or "started a fitting but did not order"). Google may then show you our ads on other websites in the Google Display Network for up to 30 days. Customers who have placed an order are excluded from these lists. Without your consent, no remarketing takes place; Google then only receives cookieless signals without identifiers, which are used in aggregated form to measure our ads (Google Consent Mode).

Google processes this data under its own responsibility, partly in the USA. You will find further information in Google's privacy policy (policies.google.com/privacy) and on how Google uses information from websites that use its services (policies.google.com/technologies/partner-sites). You can manage personalised advertising by Google at adssettings.google.com.

4.3 Your choice in the cookie banner

On your first visit, you can accept or decline non-necessary cookies in our cookie banner. If you decline, we do not use Google Analytics or remarketing for your visit. You can change your choice at any time: delete the cookies and site data for hana-sleep.com in your browser, and the cookie banner will appear again on your next visit. You can also contact us at any time (see "Contact").

5. Social media plugins and presence

5.1 Plugins

Our website contains social media plugins. Social media plugins are usually embedded in the website as a graphic file. We have configured these elements so that they are deactivated by default. If you activate them (by clicking on them), the operators are able to register that you are on our website, and where, and may use this information for their own purposes. The processing of your personal information then takes place under that operator's responsibility and in accordance with its data protection provisions. We receive no information about you from the operator.

For further information on data protection (in particular on the scope, nature and purpose of the data processing), we refer you to the privacy policies of the respective social media providers. There you will also find further information on your rights and on the options available to you for protecting your privacy.

By logging out of your social networks beforehand, and by deleting the cookies that have been set, you can prevent third-party providers from collecting information about you during your visit.

5.2 Presence

We may operate online presences on social networks and other platforms operated by third parties. In doing so, we receive data from you and from the platforms when you come into contact with us via our online presence (for example, when you communicate with us, comment on our content, or visit our presence). At the same time, the platforms evaluate your use of our online presences and link this data with further data about you known to the platforms (for example, about your behavior and your preferences). They also process this data for their own purposes and under their own responsibility, in particular for marketing purposes and in order to manage their platforms (for example, which content they display to you).

Content you have published yourself (for example, comments) may be further distributed by us (for example, in our advertising on the platform or elsewhere). We or the platform operators may also delete or restrict content from you or about you in accordance with the usage guidelines (for example, inappropriate comments).

For further information on the processing carried out by the platform operators, please consult the platforms' privacy notices. There you will also learn in which countries they process their data, which rights of access, deletion and other data subject rights you have, and how you can exercise them or obtain further information.

6. Further analytics tools

6.1 PostHog

We use PostHog (PostHog Inc., USA) to understand how visitors use our website and the fitting, for example which pages are viewed, what is clicked and which steps of the fitting are started and completed. We use PostHog's EU cloud, so the data is stored in the EU. PostHog sets cookies or uses local storage to recognise a browser across pages. We use the data only to improve our website, not for advertising.

6.2 Microsoft Clarity

We use Microsoft Clarity (Microsoft Ireland Operations Ltd., Ireland, and Microsoft Corporation, USA) to see how visitors use our website. Clarity records mouse movements, clicks and scrolling and creates heatmaps and session recordings; entries in form fields are masked. Clarity sets cookies to recognise a browser across pages. Further information: privacy.microsoft.com/privacystatement.

You can object to the use of PostHog and Microsoft Clarity at any time by contacting us (see "Contact"). You can also prevent it by blocking cookies for hana-sleep.com in your browser settings.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

  • Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
  • Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
  • Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
  • Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
  • Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

  • With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
  • With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites.
  • When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
  • With our affiliates or otherwise within our corporate group.
  • In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Consent

Where you have given us your consent to process your personal information for particular purposes (for example, when you sign up to receive newsletters), we process your personal information within the scope defined and on the basis of that consent. Where necessary at all, we may also base the processing of personal information on other legal grounds. These include the performance of a contract, the carrying out of pre-contractual measures, or the safeguarding of other legitimate interests.

If you act on behalf of a third party, or provide us with information about a third party, you declare that you are an authorized representative or agent of that third party and/or that you have obtained from that third party all consents required for the collection, processing, use and disclosure of their personal information to us, or by us, in accordance with the provisions of this Privacy Policy.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy. Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We exclude any responsibility or liability for the third-party websites accessible via those links.

Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted. As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

We protect personal information against loss, misuse, unauthorized access, disclosure, alteration or destruction by means of appropriate measures. To this end, we employ suitable technical and organizational measures. We cannot, however, guarantee the absolute security of the data. In addition, information you send to us may be exposed to risks while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies. Where no express retention period is stated at the point of collection or in this Privacy Policy, we process and store personal information until it is no longer required to fulfill the purpose, unless statutory retention obligations (for example, commercial and tax law retention obligations) prevent deletion. Personal information may also be retained for the period during which claims may be asserted, and to the extent that we are otherwise legally obliged to do so or that legitimate business interests require it (for example, for evidentiary and documentation purposes).

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information, possibly subject to costs. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

  • Right to Access / Know. You may have a right to request access to personal information that we hold about you.
  • Right to Delete. You may have a right to request that we delete personal information we maintain about you.
  • Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
  • Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
  • Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.
  • Objection to Processing and Restriction of Processing. You may have the right to ask us to stop or restrict our processing of personal information for certain purposes.
  • Withdrawal of Consent. Where we rely on consent to process your personal information, you have the right to withdraw this consent. If you withdraw your consent, this will not affect the lawfulness of any processing based on your consent before its withdrawal.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority. For the EEA, you can find a list of the responsible data protection supervisory authorities here.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at info@hana-sleep.com.