DuelFuel Nutrition Limited — Privacy Policy

Version 2.0
Effective date: 30 September 2026
Last reviewed: 30 September 2026

1. Who we are

DuelFuel Nutrition Limited (“DuelFuel”, “we”, “us” or “our”) is responsible for the personal information described in this Privacy Policy and is the data controller for the purposes of applicable UK data protection law.

Our contact details are:

DuelFuel Nutrition Limited
165 Reading Road
Henley-on-Thames
RG9 1DP
United Kingdom

Email: hello@duelfuel.com

This Privacy Policy explains how and why we collect, use, disclose, retain and protect personal information when you visit or use our website, purchase products from us, contact or communicate with us, subscribe to marketing communications, apply for a DuelFuel Trade account, act as a contact, employee, representative or authorised user of one of our business customers, or otherwise interact with DuelFuel.

We process personal information in accordance with applicable UK data protection and privacy legislation, including the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018 and, where relevant, the Privacy and Electronic Communications (EC Directive) Regulations 2003 (“PECR”), in each case as amended from time to time.

2. Personal information we collect

The personal information we collect depends upon how you interact with us.

Website and technical information

When you visit or use our website, we may collect information including:

• IP address;
• browser and device information;
• operating system;
• cookie identifiers and preferences;
• pages and products viewed;
• referring pages;
• interactions with our website;
• approximate location derived from IP address;
• session and diagnostic information; and
• information used for security, fraud prevention, analytics and website operation.

Some of this information is collected using cookies and similar technologies. See section 12.

Customer and order information

When you purchase from us or create or use an account, we may collect:

• name;
• email address;
• telephone number;
• billing and delivery addresses;
• account information;
• products ordered;
• transaction and order history;
• delivery information;
• communications relating to your order;
• payment and bank-transfer information, including transaction references and, where applicable, payer or refund account details; and
• information necessary to deal with returns, refunds, complaints and customer service.

Payment information is processed through our payment service providers. DuelFuel does not receive or store complete payment-card details in its own systems. Our payment service providers may retain payment and transaction information in accordance with their own legal, regulatory and security requirements.

DuelFuel Trade applicants and business customers

If you apply for, administer or use a DuelFuel Trade account, we may collect:

• company or trading name;
• applicant's first and last name;
• business email address;
• telephone number, where provided;
• business type;
• business legal structure;
• website address;
• number of sites or locations;
• information you provide about your business and its activities;
• VAT registration status;
• VAT registration number;
• billing address;
• delivery address;
• payment and bank-transfer information, including transaction references and, where applicable, payer or refund account details;
• Trade-account application and approval information;
• DuelFuel Trade classification;
• account permissions and authorised users;
• products, catalogues and commercial arrangements available to the account;
• orders, invoices, payments and transaction history;
• delivery and fulfilment information;
• communications with us; and
• other information reasonably necessary to assess, establish, administer, protect or terminate the Trade relationship.

Where a business provides information about an employee, director or other representative, the business should ensure that it is entitled to provide that information to us.

3. Where we obtain personal information

We obtain personal information primarily directly from you, for example when you complete a form, place an order, create an account, apply for a Trade account, contact us or subscribe to communications.

We may also obtain information from:

• the business or organisation you represent;
• authorised users or representatives of a DuelFuel customer;
• payment and transaction providers;
• delivery and fulfilment providers;
• fraud-prevention and security services;
• our ecommerce, customer-management and communications systems;
• publicly available business sources, where appropriate and lawful; and
• other service providers used in operating DuelFuel.

Where we obtain personal information about you from another source, we will provide the privacy information required by law within the applicable period unless an exemption applies.

4. Why we use personal information and our lawful bases

We only process personal information where we have a lawful basis for doing so.

Operating our website

We process information necessary to operate, secure, maintain and improve our website and online services.

Our lawful basis is our legitimate interests in operating a secure, effective and commercially viable website and, where consent is required for non-essential cookies or similar technologies, consent.

Processing purchases and fulfilling orders

We use customer information to accept and process orders, process payments, deliver products, provide order confirmations and updates, manage returns and refunds, provide customer support and administer our contractual relationship with customers.

Where the customer is an individual, our lawful basis will generally be performance of a contract or taking steps at the individual's request before entering into a contract.

Where we deal with an individual acting on behalf of a company or other organisation, our lawful basis may instead be our legitimate interests in entering into and administering the commercial relationship with that organisation.

DuelFuel Trade applications

We use information submitted in a DuelFuel Trade application to:

• identify the applicant and business;
• assess whether the business is appropriate for a DuelFuel Trade account;
• communicate about the application;
• verify information where reasonably necessary;
• approve or decline an application;
• establish the appropriate DuelFuel Trade classification;
• determine appropriate account, catalogue and ordering access;
• establish and administer a Trade account; and
• protect DuelFuel against fraud, misuse and commercial risk.

For applicants operating as individuals, including sole traders where applicable, processing may be necessary to take steps at their request before entering into a contract and subsequently to perform that contract.

For representatives of companies and other organisations, we generally rely upon our legitimate interests in assessing prospective business customers and establishing and administering commercial relationships.

Submitting a DuelFuel Trade application does not guarantee approval. DuelFuel may approve or decline an application, determine the appropriate Trade classification and account access, and subsequently review or withdraw Trade-account status, in accordance with its applicable terms and commercial policies and at DuelFuel's discretion.

Administering Trade accounts

We process information about Trade customers and their authorised users to administer account access, authenticate users, maintain account permissions, provide the appropriate product catalogue and commercial arrangements, process orders and payments, arrange fulfilment and delivery, maintain transaction and accounting records, manage customer service, prevent fraud and misuse, and administer the ongoing commercial relationship.

Our lawful bases may include contract, legitimate interests and compliance with legal obligations, depending upon the information and circumstances.

Legal, tax and accounting obligations

We may process and retain personal information where necessary to comply with legal and regulatory obligations, including tax, VAT, accounting and record-keeping requirements.

Our lawful basis is compliance with a legal obligation.

Fraud prevention, security and legal claims

We may process information to protect our website, systems, customers and business, detect and prevent fraud or misuse, investigate suspicious activity, establish, exercise or defend legal claims and enforce our contractual rights.

Our lawful basis is generally our legitimate interests in protecting DuelFuel, our customers and our commercial operations, or compliance with a legal obligation where applicable.

5. Marketing

Marketing is separate from applying for or holding a DuelFuel Trade account.

Where you expressly choose to receive DuelFuel marketing, we may use your contact information to send product news, offers, commercial updates and other relevant communications.

Where consent is the applicable basis, you can withdraw that consent at any time.

We may also conduct business-to-business marketing where permitted by law. The applicable rules depend upon the communication method and recipient. Companies and LLPs are generally corporate subscribers under PECR, whereas sole traders and certain partnerships are treated as individual subscribers. UK GDPR also applies where we process personal data relating to an identifiable business contact.

You have the right to object at any time to the use of your personal information for direct marketing.

Every electronic marketing communication we send will provide an appropriate means of opting out.

If you unsubscribe, withdraw consent or object to marketing, we may retain limited information on a suppression list so that we can respect your preference and avoid inadvertently contacting you again.

Withdrawal of marketing consent or opting out of marketing does not affect your ability to apply for or hold a DuelFuel Trade account.

6. Who we share personal information with

We do not sell personal information.

We may disclose personal information where reasonably necessary to organisations that help us operate our business, including:

• Shopify, which provides our ecommerce and customer-account infrastructure;
• payment processors and payment-service providers;
• warehousing, logistics, fulfilment and delivery providers;
• ecommerce and inventory-integration providers;
• customer relationship, email and marketing service providers;
• IT, hosting, cybersecurity and technical-support providers;
• professional advisers, including accountants, legal advisers and insurers;
• fraud-prevention and security providers;
• government, regulatory, tax, law-enforcement or judicial authorities where required or permitted by law; and
• other organisations where necessary to establish, exercise or defend legal rights.

Service providers processing personal information on our behalf are required to handle it appropriately and subject to applicable contractual and data-protection requirements.

Before commercial launch of DuelFuel Trade, DuelFuel will maintain a formal register of material processors and other relevant recipients as part of its internal data-protection governance framework.

7. International transfers

Some organisations providing services to DuelFuel may process or make personal information accessible from countries outside the United Kingdom.

Where this constitutes a restricted transfer under UK data protection law, we will ensure that an appropriate lawful transfer mechanism is used.

Depending upon the circumstances, this may include UK adequacy regulations or appropriate safeguards recognised under UK data protection law.

You may contact us at hello@duelfuel.com for further information about applicable international-transfer safeguards.

8. How long we keep personal information

We do not retain personal information indefinitely merely because we have collected it.

We retain information only for as long as reasonably necessary for the purpose for which it was collected, including to:

• provide products and services;
• administer customer and Trade accounts;
• maintain appropriate business and transaction records;
• meet tax, accounting and legal obligations;
• deal with complaints and disputes;
• establish, exercise or defend legal claims;
• prevent fraud and misuse; and
• maintain marketing suppression records where necessary to respect an opt-out.

Different categories of information therefore have different retention periods.

Before commercial launch of DuelFuel Trade, DuelFuel will adopt and maintain a formal Data Retention and Deletion Schedule defining appropriate retention periods or criteria for relevant categories of personal information, including Trade applications, unsuccessful applicants, customer accounts, orders, accounting records, marketing preferences and complaints.

At the end of the applicable retention period, information will be deleted, anonymised or otherwise dealt with appropriately unless continued retention is required or permitted by law.

9. Automated decision-making

DuelFuel does not make decisions to approve, decline or classify DuelFuel Trade applications solely by automated means. Trade-account approval, rejection and classification involve human review.

Some service providers may use automated systems in connection with security, payment processing or fraud detection.

If DuelFuel introduces automated decision-making for which additional information or safeguards are required under applicable data protection law, we will provide the information and safeguards required by law.

10. Your rights

Depending upon the circumstances and the lawful basis on which we process your information, UK data protection law may give you rights to:

• obtain confirmation that we process your personal information and request access to it;
• have inaccurate information corrected;
• have incomplete information completed;
• request erasure of your information;
• request restriction of processing;
• object to processing based on legitimate interests;
• object at any time to processing for direct marketing;
• receive certain information in a portable format;
• withdraw consent where processing is based on consent; and
• obtain safeguards relating to certain automated decisions where applicable.

These rights are not absolute and exemptions may apply.

To exercise a right, contact hello@duelfuel.com.

We may need to verify your identity before acting on a request.

There is normally no charge for exercising data-protection rights, although the law permits charges or refusal in certain limited circumstances.

11. Data protection complaints

If you are concerned about how DuelFuel has handled your personal information, you may make a data-protection complaint by contacting:

hello@duelfuel.com

or writing to:

DuelFuel Nutrition Limited
165 Reading Road
Henley-on-Thames
RG9 1DP
United Kingdom

We maintain a procedure for identifying, recording, investigating and responding to data-protection complaints.

We will acknowledge receipt of a data-protection complaint within 30 days, investigate it appropriately and communicate the outcome without unjustifiable or excessive delay.

You also have the right to complain to the Information Commissioner's Office (“ICO”). You do not have to complain to DuelFuel before approaching the ICO, although we welcome the opportunity to resolve concerns directly.

12. Cookies and similar technologies

Our website uses cookies and similar technologies for purposes that may include:

• providing essential website functionality;
• maintaining security;
• remembering preferences;
• enabling shopping and checkout;
• maintaining customer sessions;
• measuring website performance;
• analytics; and
• advertising or marketing where applicable.

Where UK law requires consent before a non-essential cookie or similar technology is placed or accessed, we will seek that consent through our cookie-management mechanism.

You can manage available choices through our website's cookie/privacy controls and, where applicable, through your browser settings.

Blocking essential cookies may prevent parts of the website from functioning correctly.

We will keep our cookie disclosures under review so that they reflect the technologies actually deployed on the website.

13. Security

We take appropriate technical and organisational measures designed to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access.

Our measures are proportionate to the nature of the information, the processing undertaken and the risks involved.

No internet or electronic-storage system can be guaranteed to be completely secure. If we become aware of a personal-data breach, we will assess and manage it in accordance with applicable legal requirements, including notification to the ICO and affected individuals where required.

14. Children

DuelFuel's products and services, and in particular DuelFuel Trade accounts, are not intended to be contracted for by children.

We do not knowingly seek to collect personal information from children for the purpose of establishing Trade accounts.

If you believe that a child has provided personal information to us in circumstances where they should not have done so, please contact hello@duelfuel.com.

15. Providing information to us

Some information is necessary for us to enter into or perform a contract, process an order or assess and administer a Trade application.

Where information is identified as required and you do not provide it, we may be unable to process an order, provide a requested service, assess a Trade application or establish or administer a Trade account.

Information identified as optional does not have to be provided.

Choosing not to provide optional marketing consent will not adversely affect a Trade application.

16. Changes to this Privacy Policy

We may update this Privacy Policy where our business, systems, processing activities or legal obligations change.

We will publish the current version on our website and update the effective or review date.

Where required by law, we will bring material changes or new uses of personal information to the attention of affected individuals before commencing the relevant processing.

17. Contact us

Questions about this Privacy Policy, our processing of personal information, the exercise of your rights or a data-protection complaint should be directed to:

DuelFuel Nutrition Limited
165 Reading Road
Henley-on-Thames
RG9 1DP
United Kingdom

Email: hello@duelfuel.com