Privacy policy

This policy explains what personal information we collect when you use ninepadel.com or buy from us, why we collect it and what your rights are. We only collect what we need, we never sell your data, and you can ask us about it any time.

1. Who we are

NINEPADEL is a trading name of NINE FAMILY LTD (company number 16504079, registered office 71-75 Shelton Street, Covent Garden, London WC2H 9JQ). We are the controller of your personal data. If you have any questions about your data, email shop@ninepadel.com.

2. What we collect

• When you order: your name, email, phone number, delivery and billing address, what you bought and your order history. Payments are handled by our payment providers, so we never see your full card details.
• When you create an account: your name, email and saved addresses.
• When you take the racket quiz: your email and your answers (such as your level, how you play and your budget), so we can send your picks.
• When you sign up for emails: your email address and when and where you signed up.
• When you contact us: whatever you send us by email, WhatsApp or our forms, including trade, affiliate and warranty applications and any photos you send.
• When you browse: your device, browser, IP address, the pages you visit and how you got to us. This is collected with cookies (see section 8).

3. How we use it

• To take payment, pack and deliver your order and keep you updated on it
• To handle returns, refunds and warranty claims
• To answer your questions and give racket advice
• To send your quiz results, and marketing emails if you've signed up (see section 5)
• To prevent fraud and keep the site secure
• To understand how the site is used so we can improve it, and to measure our adverts
• To keep the records we're required to keep by law, such as tax and accounting records

4. Our legal reasons

• Contract: we need your details to fulfil your order.
• Consent: for marketing emails and non-essential cookies. You can withdraw it any time.
• Legal obligation: for tax, accounting and fraud checks.
• Legitimate interests: to run and improve the shop, answer messages and keep the site secure, in ways you'd reasonably expect.

5. Emails

• We send order and delivery emails to everyone who orders. These aren't marketing.
• We only send marketing emails (new rackets, offers, restocks and quiz follow-ups) if you've signed up, ticked the box at checkout or taken the racket quiz, where we tell you that your picks come with our emails.
• Every marketing email has an unsubscribe link. You can also email us and we'll take you off the list.

6. Who we share it with

We share your information only with companies that help us run the shop, and only what they need:

• Shopify: our website, checkout, customer accounts and email platform
• Payment providers: Shopify Payments (with Stripe), PayPal and Klarna
• Couriers: Royal Mail and An Post, to deliver your order
• Brands: for warranty claims and custom rackets, we pass on the details needed for that order
• Analytics and advertising: Google and Meta, if you accept those cookies
• WhatsApp (Meta): if you choose to message us there
• Our accountants and professional advisers, and authorities where the law requires it

7. Data outside the UK

Some of these providers store data outside the UK, for example in the EU, Canada or the US. When that happens, the transfer is protected by an adequacy decision or by standard contractual clauses approved by the UK Information Commissioner's Office.

8. Cookies

• Essential cookies keep your basket, checkout and account working. They're always on.
• Analytics and marketing cookies help us see how the site is used and measure our adverts. We only use them if you accept them in the cookie banner.
• You can change your choice any time using the cookie settings link in the footer, or clear cookies in your browser.

9. How long we keep it

• Order records: 6 years, because tax law requires it
• Marketing list: until you unsubscribe, or after 2 years without opening or clicking an email
• Messages and applications: as long as we need them to deal with your request, then up to 2 years

10. Your rights

You have the right to:

• Get a copy of the data we hold about you
• Have it corrected if it's wrong
• Have it deleted, unless we have to keep it by law
• Object to or restrict how we use it
• Withdraw consent for marketing at any time
• Take your data to another company

Email shop@ninepadel.com and we'll respond within one month. If you're not happy with how we've handled your data, you can complain to the Information Commissioner's Office (ico.org.uk) or, if you live in Ireland, the Data Protection Commission (dataprotection.ie).

11. Keeping it safe

The site and checkout are encrypted, payments are handled by specialist providers, and only the people who need your data to do their job can see it. Please keep your own account password safe too.

12. Children

Our site isn't aimed at children under 13, and we don't knowingly collect their data. Junior rackets should be bought by a parent or guardian.

13. Changes

If we change this policy, we'll update this page and the date at the top.