Privacy policy

Last updated: July 27, 2026

Movara Mobility operates this website and online store, including all related information, content, features, tools, products, and services, to provide customers with a reliable mobility shopping experience. These products and services are referred to collectively in this Privacy Policy as the "Services."

Our online store is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy explains how Movara Mobility collects, uses, stores, and discloses your personal information when you visit our website, create an account, make a purchase, complete a VAT relief declaration, apply for finance, contact us, or otherwise interact with the Services.

If there is a conflict between our Terms of Service and this Privacy Policy regarding the collection, processing, use, or disclosure of personal information, this Privacy Policy will apply.

Please read this Privacy Policy carefully. By accessing or using the Services, you acknowledge that you have read and understood how your personal information is handled as described in this Privacy Policy.

1. Who We Are

Movara Mobility is the data controller responsible for the personal information described in this Privacy Policy, except where another organisation acts as an independent data controller.

Our details are:

Business name: Movara Mobility
Email address: info@movaramobility.com

2. Personal Information We Collect

Personal information means information that identifies you or can reasonably be linked to you. It does not include anonymous information or information that has been permanently de-identified.

Depending on how you interact with the Services, we may collect or process the following categories of personal information:

  • Identity information, including your name, title, date of birth where required, and account username.
  • Contact information, including your email address, telephone number, billing address, shipping address, and collection address.
  • Order and transaction information, including products viewed, products placed in your cart, purchases, returns, exchanges, cancellations, payment status, delivery instructions, warranty claims, and previous transactions.
  • Payment information, including payment method, billing details, payment confirmation, transaction identifiers, and fraud screening results. Complete card details are generally processed directly by Shopify, payment gateways, or finance providers rather than stored by us.
  • Account information, including login details, preferences, saved addresses, communication settings, and account activity.
  • Product suitability information, including information you voluntarily provide about mobility needs, intended use, preferred scooter features, weight capacity requirements, travel requirements, or accessibility needs.
  • VAT relief information, including your name, address, declaration date, details of an eligible disability or long-term condition, the person for whom the product is being purchased, and confirmation that the goods are for personal or domestic use.
  • Finance application information, including information submitted to a third-party finance provider. Finance providers may collect identity, affordability, employment, income, credit, bank account, and verification information directly from you.
  • Delivery information, including delivery address, access restrictions, property type, preferred delivery date, delivery photographs, proof of delivery, signatures, and communications with freight or pallet couriers.
  • Customer service communications, including emails, telephone enquiries, contact form submissions, WhatsApp messages, complaints, product questions, photographs, videos, and other information you provide when contacting us.
  • Reviews and feedback, including ratings, written reviews, product photographs, survey responses, and testimonials.
  • Device and technical information, including your IP address, browser type, operating system, device type, network information, cookie identifiers, and similar technical identifiers.
  • Website usage information, including pages viewed, products viewed, links selected, searches performed, time spent on the website, referring website, cart activity, and interactions with advertisements.
  • Marketing information, including your marketing preferences, consent records, email engagement, advertising interactions, and whether you have unsubscribed from marketing.
  • Fraud and security information, including transaction risk indicators, attempted purchases, account activity, device information, address verification results, and information used to prevent fraud or misuse.

3. Special Category Information

Some information supplied in connection with VAT relief, product suitability, accessibility support, or customer service may reveal information about your physical or mental health.

Health information is treated as special category personal data under UK data protection law and receives additional protection.

We only request health-related information where it is relevant and necessary, such as:

  • Processing and retaining a VAT relief eligibility declaration
  • Helping you identify an appropriate mobility product
  • Responding to an accessibility or safety concern
  • Handling a warranty, product fault, or complaint
  • Meeting our legal, tax, or regulatory obligations

We will process this information only where we have both a lawful basis under UK GDPR and an appropriate condition for processing special category information.

Please avoid sending detailed medical records, medical reports, prescriptions, or other sensitive information unless we specifically request it and it is necessary for the purpose concerned.

4. Sources of Personal Information

We may collect personal information from the following sources:

  • Directly from you, including when you browse the website, place an order, create an account, complete a VAT relief declaration, contact us, submit a review, request a return, or communicate through WhatsApp.
  • Automatically through the Services, including through cookies, pixels, local storage, server logs, and similar technologies.
  • From Shopify, which hosts and supports our online store.
  • From payment providers, including payment confirmations, transaction status, and fraud screening information.
  • From finance providers, where you choose to apply for credit or instalment payments.
  • From delivery and fulfilment providers, including delivery updates, proof of delivery, collection records, and information about failed or damaged deliveries.
  • From marketing, analytics, and advertising providers, where permitted by law and subject to your cookie and marketing choices.
  • From review platforms, social media services, and other partners, where you interact with our business through those services.
  • From fraud prevention and identity verification providers, where necessary to protect customers and our business.

5. How We Use Your Personal Information

We may use your personal information for the following purposes:

Providing and Managing the Services

  • Processing and fulfilling your orders
  • Taking and confirming payments
  • Creating and managing customer accounts
  • Providing product information and recommendations
  • Arranging parcel, specialist freight, or pallet delivery
  • Processing returns, refunds, exchanges, repairs, and warranty claims
  • Providing order confirmations, receipts, and delivery updates
  • Remembering your preferences and saved products
  • Providing customer support

VAT Relief Administration

  • Determining whether an order may qualify for VAT relief
  • Recording your VAT relief declaration
  • Applying the appropriate tax treatment to eligible orders
  • Sending you a copy of your declaration or VAT relief receipt
  • Keeping records required for tax, accounting, audit, or HMRC purposes
  • Responding to lawful requests from HMRC or another competent authority

Finance and Payment Options

  • Displaying available finance or instalment options
  • Referring you to an independent finance provider
  • Confirming the payment or finance status of an order
  • Processing cancellations or refunds involving a finance agreement
  • Preventing fraudulent or unauthorised transactions

Third-party finance providers usually process finance applications independently under their own privacy policies. Movara Mobility does not control their lending decisions, affordability assessments, credit searches, or identity checks.

Communication and Customer Support

  • Responding to enquiries, complaints, and support requests
  • Communicating by email, telephone, contact form, live chat, or WhatsApp
  • Providing delivery, collection, repair, or return updates
  • Following up on incomplete orders or service enquiries
  • Providing product safety, maintenance, or recall information

Marketing and Advertising

  • Sending promotional emails or messages where you have consented or where otherwise permitted by law
  • Personalising website content and product recommendations
  • Measuring the effectiveness of advertising campaigns
  • Displaying relevant advertisements on other websites and platforms where permitted
  • Sending abandoned cart or checkout reminders where permitted

Security and Fraud Prevention

  • Authenticating customer accounts
  • Applying payment security and 3D Secure checks
  • Detecting suspicious transactions or account activity
  • Preventing fraud, misuse, theft, or malicious activity
  • Protecting our customers, website, staff, and business
  • Enforcing our terms and policies

Legal and Regulatory Purposes

  • Complying with tax, accounting, consumer protection, and data protection laws
  • Responding to lawful requests, court orders, or regulatory investigations
  • Establishing, exercising, or defending legal claims
  • Maintaining records relating to product safety, warranties, and complaints
  • Complying with legal obligations relating to VAT relief

6. Lawful Bases for Processing

Under UK data protection law, we rely on one or more of the following lawful bases:

  • Contract: processing is necessary to provide products or services you have requested, process an order, take payment, arrange delivery, or handle a return.
  • Legal obligation: processing is necessary to comply with tax, accounting, consumer protection, regulatory, fraud prevention, or other legal requirements.
  • Legitimate interests: processing is necessary for our legitimate business interests, such as improving our Services, preventing fraud, managing customer relationships, securing our website, and understanding business performance, provided your rights do not override those interests.
  • Consent: you have given us permission to process information for a particular purpose, such as optional marketing communications or non-essential cookies.
  • Vital interests: processing may be necessary in exceptional circumstances to protect someone from a serious and immediate risk.

Where we process health information or other special category information, we also identify an appropriate condition under applicable data protection law.

7. How We Disclose Personal Information

We may disclose personal information to third parties where reasonably necessary for the purposes described in this Privacy Policy.

These recipients may include:

  • Shopify, which hosts our online store and provides ecommerce, checkout, security, analytics, and related services.
  • Payment processors and banks, which process payments, refunds, fraud checks, and payment authentication.
  • Finance providers, where you choose to view or apply for credit or instalment payment options.
  • Delivery and fulfilment providers, including parcel couriers, specialist mobility couriers, pallet networks, warehouses, and product suppliers.
  • Technology providers, including website hosting, cloud storage, customer support, email, data backup, security, and IT service providers.
  • Email and marketing providers, which help us deliver transactional messages, VAT declaration receipts, newsletters, promotional campaigns, and abandoned checkout communications.
  • Analytics and advertising providers, where permitted by law and according to your cookie preferences.
  • Review and trust badge providers, which display and manage customer reviews, ratings, and trust information.
  • WhatsApp and other communication providers, where you choose to contact us through those services.
  • Professional advisers, including accountants, auditors, insurers, solicitors, and consultants.
  • Government, tax, regulatory, or law enforcement authorities, where required or permitted by law.
  • Business purchasers or successors, in connection with a merger, acquisition, restructuring, insolvency, financing, or sale of all or part of our business.

We may also disclose information when you direct us to do so, request a third-party service, or provide your consent.

We do not sell personal information for monetary payment.

8. Relationship with Shopify

The Services are hosted by Shopify. Shopify collects and processes personal information about your access to and use of our store to provide, protect, and improve its platform and related services.

Information submitted through our store may be transmitted to Shopify and its service providers, which may be located outside the United Kingdom.

We may use Shopify features that combine information from your interactions with our store with information from other merchants or Shopify services. In some circumstances, Shopify may act as an independent data controller for its own purposes.

You can learn more by reviewing the Shopify Consumer Privacy Policy.

Depending on your location and the processing involved, you may also be able to submit a privacy request through the Shopify Privacy Portal.

9. Payment and Finance Providers

Payments may be processed by Shopify Payments, Stripe, PayPal, Klarna, Snap Finance, or another payment or finance provider made available through our checkout or product pages.

These providers may process your information as independent data controllers under their own privacy notices. Their information requirements may include identity details, payment information, billing details, bank information, employment information, affordability information, credit history, and fraud prevention data.

We encourage you to review the applicable provider's privacy notice before submitting a payment or finance application.

10. WhatsApp and Messaging Services

If you contact us using WhatsApp or another third-party messaging service, that provider may collect and process information in accordance with its own privacy policy.

Information shared with us through WhatsApp may include your telephone number, profile name, profile photograph, message contents, photographs, videos, documents, and message metadata.

Please do not send payment card details, passwords, detailed medical records, or other highly sensitive information through WhatsApp.

11. Cookies and Similar Technologies

We and our service providers use cookies, pixels, local storage, tags, and similar technologies to operate and improve the Services.

These technologies may be used to:

  • Keep the website and checkout functioning
  • Remember your cart and account preferences
  • Maintain website security
  • Measure website traffic and performance
  • Understand how visitors use the Services
  • Personalise content and product recommendations
  • Support advertising and marketing campaigns
  • Measure advertising effectiveness

Essential cookies may be used without consent where they are strictly necessary to provide a service you have requested.

Where required, analytics, advertising, and other non-essential cookies will only be used after you provide consent through our cookie banner or privacy settings.

You can manage your preferences through the cookie banner or privacy settings available on our website. You may also configure your browser to block or delete cookies, although doing so may affect website functionality.

12. Marketing Communications

We may send marketing communications where you have consented or where another lawful basis permits us to do so.

You may unsubscribe from promotional emails at any time by selecting the unsubscribe link contained in the email.

You may withdraw consent to marketing messages sent through another channel by following the instructions in that message or contacting us.

Opting out of marketing will not prevent us from sending essential service communications, such as order confirmations, delivery updates, VAT relief receipts, product safety notices, or responses to customer service enquiries.

13. Third-Party Websites and Links

The Services may include links to websites, finance providers, payment providers, social media platforms, or other online services operated by third parties.

We do not control and are not responsible for the privacy, security, content, or practices of third-party websites. You should review their privacy policies before providing personal information.

The inclusion of a third-party link does not necessarily mean that we endorse or control that third party.

14. Children's Information

The Services are not intended for use by children, and we do not knowingly collect personal information directly from children under the age of 16.

Purchases should be made by an adult who has the legal capacity to enter into a contract.

If you believe that a child has provided personal information to us without appropriate authorisation, please contact us so that we can investigate and, where appropriate, delete the information.

15. Data Security

We use reasonable technical and organisational measures designed to protect personal information against accidental loss, unauthorised access, misuse, alteration, disclosure, or destruction.

These measures may include restricted access, secure accounts, encryption in transit, payment security tools, fraud prevention controls, data backups, and service provider assessments.

No method of transmission or storage is completely secure. We cannot guarantee absolute security, and you should avoid sending confidential information through insecure channels.

You are responsible for keeping your account password and login details confidential. Please contact us promptly if you believe your account has been accessed without authorisation.

16. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.

Retention periods may depend on:

  • Whether you maintain a customer account
  • Whether an order, warranty, return, complaint, or dispute remains active
  • Tax, accounting, VAT relief, audit, and record-keeping requirements
  • Product safety and recall obligations
  • Fraud prevention and security requirements
  • Legal limitation periods
  • Whether you have consented to receive marketing

VAT relief declarations and related transaction records may be retained for the period required by applicable tax and accounting laws.

When information is no longer required, we will delete, anonymise, or securely dispose of it where reasonably practicable.

17. International Transfers

Some of our service providers, including Shopify and certain payment, analytics, marketing, or technology providers, may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps required by law. These may include relying on:

  • UK adequacy regulations
  • The UK International Data Transfer Agreement
  • The UK Addendum to the European Commission Standard Contractual Clauses
  • Another legally recognised transfer mechanism

18. Your Data Protection Rights

Subject to applicable legal conditions and exemptions, you may have the following rights:

  • Right to be informed: the right to receive clear information about how your personal information is used.
  • Right of access: the right to request a copy of personal information we hold about you.
  • Right to rectification: the right to request correction of inaccurate or incomplete information.
  • Right to erasure: the right to request deletion of personal information in certain circumstances.
  • Right to restrict processing: the right to request that we limit how we use your information in certain circumstances.
  • Right to data portability: the right to receive certain information in a structured, commonly used, machine-readable format and request its transfer to another organisation.
  • Right to object: the right to object to processing based on legitimate interests and to object to direct marketing at any time.
  • Right to withdraw consent: where processing is based on consent, you may withdraw that consent at any time.
  • Rights relating to automated decision-making: rights relating to decisions based solely on automated processing that produce legal or similarly significant effects.

These rights are not absolute and may not apply in every circumstance. For example, we may need to retain certain order, VAT, tax, fraud prevention, or legal records even if you request deletion.

19. Exercising Your Rights

To exercise a data protection right, contact us using the details provided at the end of this Privacy Policy.

Please provide enough information for us to identify you and understand your request. We may need to request additional information to verify your identity before acting on the request.

You may appoint an authorised representative to make a request on your behalf. We may ask for evidence that the representative has authority to act for you.

We will respond within the period required by applicable law. We will not discriminate against you for exercising your data protection rights.

20. Automated Decisions and Finance Applications

Movara Mobility does not generally make decisions producing legal or similarly significant effects based solely on automated processing.

However, payment processors, fraud prevention providers, and finance providers may use automated systems to assess transaction risk, identity, affordability, or credit eligibility.

Those organisations are responsible for explaining their own automated decision-making processes and any rights available to you under their privacy notices.

21. Complaints

If you have a concern about how we collect or use your personal information, please contact us first so that we can investigate and attempt to resolve the matter.

You also have the right to complain to the Information Commissioner's Office, which is the UK supervisory authority for data protection.

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

Telephone: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint/

22. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our Services, technology, service providers, business practices, or legal and regulatory obligations.

We will publish the revised Privacy Policy on this website and update the "Last updated" date. Where required by law, we will provide additional notice or request renewed consent.

23. Contact Us

If you have questions about this Privacy Policy, our privacy practices, or your personal information, or if you wish to exercise a data protection right, please contact:

Movara Mobility
Legal business name: Movara Mobility
Email: info@movaramobility.com

For the purposes of applicable UK data protection law, Movara Mobility is the data controller of personal information processed for its own business purposes.