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The Privacy Policy together with Heart2Heart Chat Terms and Conditions (and any other document referred to therein) describes how we collect, process, use and disclose your information, including any personal data we collect from you, or which you provide to us through our website When you contact us via this website, complete any forms or submit any details using the website, we will collect, use and disclose your personal information as described in this Privacy Policy.


What is personal data?

The General Data Protection Regulation (GDPR) (EU Regulation 2016/679) defines personal data as “any information relating to an identified or identifiable natural person (data subject), directly or indirectly, by reference to an identifier, such as name, an identification number, location data, an online identifier”. Simply put, personal information is any information about you that enables your identification.

The personal data we collect, and use is described in this policy.


Personal data we collect and process

Information that you provide when you:

  • Fill in any forms including when you register to use our services, subscribe to our newsletters and report problems;

  • Communicate with us;

  • Enquire about our products and services

We collect the following information:

  • Your name, address, and date of birth

  • Your e-mail address and phone number 

Legal basis and use of your personal data

We only process your personal data where a lawful basis exists. Our legal basis for each processing will be one of the following:

  • Contractual obligations

  • Legal obligation

  • Legitimate interests

  • Consent


A) Contractual obligations

We will use your personal data to carry out our obligations arising from any contract entered into between you and us.


B) Legal obligation

We will use your data to comply with our legal obligations, to identify and verify you as part of our KYC process and to assist any authority with their investigation as it may be required by law.

We may collect and retain your personal data in order to manage risk, to detect and prevent fraud and other illegal or prohibited activities.


C) Legitimate interest

We may use your personal data to monitor, analyse and improve our services, the site’s performance and functionalities, notify about changes in our policies and terms of use.

We may monitor and keep record of any communication between you and us and use them to maintain appropriate records, improve the quality of our services and products as well as for training purposes.

D) Consent

Where you have explicitly consented, we may use your personal data to contact you via e-mail to provide you with information about products and services, analyse user performance and use of our service, improve our marketing strategy or other business needs. You may withdraw your consent any time.


  • We do not use Cookies from our side, however the browser you use may apply certain cookies.

  • Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information. Cookies do not include any data that personally identifies you; they typically contain anonymous information which is required for the better functioning of the Website.

  • Depending on the term the cookies exist, they can be classified either as session or persistent ones

Session cookies

These are temporary cookies which exist until you close the relevant browser. They help the website remember what you chose on the previous page, so that you don’t need to re-enter information, thus improving your experience.

Persistent cookies

These cookies stay on your device for an indefinite period of time after you close the browser. They help recognizing returning users, analyse their behaviour in order to improve your user experience.

  • The cookies may be classified depending on the function they are being used. We use cookies with the purpose and category of each one can be found below. The cookies are located at the promo page (when you visit website and do not log in) and at the wallet page (when you log in to your wallet).

  • Users can find information about how to manage Cookies in their browser by visiting Google Chrome, Mozilla Firefox, Apple Safari or Microsoft Windows Explorer websites.

Data security

We are committed to make sure that your personal information is protected. We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We use data encryption techniques and authentication procedures to prevent unauthorised access to our system and your data.

We authorise access to your personal data only for those employees who need it based on their job requirements. We regularly train our employees about the importance of maintaining confidentiality and privacy of personal data.

We revise our security procedures to ensure that we are in line with the best industry standards, thus ensuring high level of protection of your personal data.

There are a number of things that you can also do. Always use a strong password and make sure that it is not the same for all your accounts. You may not share it with anyone. Our representatives will never ask you for your password, so any communication containing such requests should be treated as suspicious and forwarded to

  • You can choose to decline the use of cookies directly on the website by hitting the decline button on the pop-up window on the site.

  • You can also deactivate/delete cookies via your browser settings. If you do this, please be aware that you may lose some of the functionalities of this website.

Your personal information will be retained by our nation for as long as necessary for the specific purpose or purposes for which it was collected, unless a longer retention is required or permitted by law. Information collected under AML laws requirements shall be kept for 5 years after you delete your account. When your personal information is no longer needed and/or the term prescribed by law expires, we securely delete or destroy your data.

Changes to our privacy policy

Any changes we make to our privacy policy in the future will be posted directly on this page and, where appropriate, notified to you by e-mail.



Questions, comments and requests regarding our privacy policy are welcomed and should be addressed to our Data protection officer at

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