Privacy policy

PRIVACY POLICY

Last updated: 27 August 2026

ABOUT THIS PRIVACY POLICY

This Privacy Policy explains how Daisy Chain Autism and Neurodiversity, trading as Neuthread, collects, uses, stores, shares and protects your personal information when you:

  • Visit the Neuthread website.
  • Purchase or return a product.
  • Create or use a customer account.
  • Contact us about an order or enquiry.
  • Subscribe to marketing communications.
  • Otherwise interact with Neuthread.

We process personal information in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and other applicable UK data-protection and electronic-marketing laws.

WHO IS RESPONSIBLE FOR YOUR INFORMATION?

Daisy Chain Autism and Neurodiversity is the data controller responsible for the personal information described in this policy.

Daisy Chain Autism and Neurodiversity is a company limited by guarantee registered in England and Wales under company number 04763989 and a registered charity under charity number 1109792.

Neuthread is a trading name of Daisy Chain Autism and Neurodiversity.

Our registration with the Information Commissioner’s Office is Z8991905.

Registered office:

Daisy Chain Autism and Neurodiversity
Calf Fallow Farm
Calf Fallow Lane
Norton
Stockton-on-Tees
TS20 1PF

Neuthread trading address:

Neuthread
Unit 1 Tees Business Park
Stockton-on-Tees
TS18 2RS

HOW TO CONTACT US ABOUT YOUR INFORMATION

If you have questions about this Privacy Policy, want to exercise a data-protection right or have concerns about how your information is being used, contact:

Data Protection Officer
Daisy Chain Autism and Neurodiversity
Calf Fallow Farm
Calf Fallow Lane
Norton
Stockton-on-Tees
TS20 1PF

Email: info@daisychainproject.co.uk
Telephone: 01642 531248

For ordinary Neuthread customer-service enquiries, contact:

General enquiries: info@neuthread.com
Order and returns enquiries: sales@neuthread.com

PERSONAL INFORMATION WE COLLECT

The information we collect depends on how you use the Neuthread website and services.

We may collect the following categories of personal information.

Identity and contact information

  • Your name.
  • Billing and delivery addresses.
  • Email address.
  • Telephone number.
  • Details of a person nominated to receive an order.

Order and transaction information

  • Products viewed, ordered, returned or exchanged.
  • Order numbers and transaction history.
  • Delivery and tracking information.
  • Refunds, cancellations and complaints.
  • Discount or promotional codes used.
  • Information needed to prevent or investigate fraud.

Payment information

Payments are processed through Shopify and the payment providers made available at checkout.

Payment providers may collect card details, bank details, billing information, payment confirmations and information used to prevent fraud.

Neuthread does not normally receive or store complete payment-card details. We receive information confirming whether a payment has been authorised and completed.

Customer account information

If you create a customer account, we may collect:

  • Your sign-in details.
  • Account preferences.
  • Saved addresses.
  • Order history.
  • Account security information.

Customer-service information

We collect information you provide when contacting us, including:

  • Emails and messages.
  • Order enquiries.
  • Return or refund requests.
  • Complaints.
  • Photographs supplied to demonstrate a fault or delivery issue.
  • Records of how an enquiry or complaint was resolved.

Marketing information

We may collect:

  • Your email address.
  • Your marketing preferences.
  • Records of consent.
  • Records of when you subscribed, unsubscribed or changed your preferences.
  • Information about interactions with marketing emails, where permitted.

Technical and website information

When you use the website, we may collect:

  • Internet Protocol address.
  • Browser and device type.
  • Operating system.
  • Website pages viewed.
  • Date and time of visits.
  • Referring website or source.
  • Basket and checkout activity.
  • Cookie and similar technology identifiers.
  • Information used to protect the website and prevent fraud.

Information you choose to provide

We may collect other information you choose to provide through reviews, feedback, competitions, surveys, social-media interactions or correspondence.

Please do not provide sensitive personal information unless it is necessary and we have asked you to provide it.

HOW WE COLLECT PERSONAL INFORMATION

We collect information:

Directly from you

This includes when you:

  • Place an order.
  • Create an account.
  • Request a return or refund.
  • Contact customer services.
  • Subscribe to marketing.
  • Submit a review or feedback.
  • Enter information into a website form.

Automatically through the website

We collect some technical and usage information using cookies, server logs and similar technologies.

From service providers

We may receive information from organisations that help us operate the shop, including:

  • Shopify.
  • Payment providers.
  • Delivery and courier providers.
  • Email and marketing platforms.
  • Website, hosting, analytics and security providers.
  • Customer-service providers.

From other legitimate sources

We may receive information from fraud-prevention services, social-media platforms or other organisations where you have asked them to share information with us or where the law otherwise permits this.

HOW AND WHY WE USE YOUR INFORMATION

We must have a lawful basis under UK data-protection law for each use of personal information.

Processing and fulfilling orders

We use identity, contact, payment, order and delivery information to:

  • Accept and process orders.
  • Take or confirm payment.
  • Deliver products.
  • Send order and delivery updates.
  • Process cancellations, returns, exchanges and refunds.
  • Respond to order-related enquiries.

Lawful basis: performing our contract with you and taking steps at your request before entering into a contract.

Customer service

We use identity, contact, order and communication information to:

  • Answer questions.
  • Investigate problems.
  • Resolve complaints.
  • Provide information about products, orders and returns.
  • Maintain records of customer-service activity.

Lawful basis: performing our contract with you and our legitimate interests in providing effective customer service and maintaining accurate records.

Accounting, tax and legal compliance

We use order, payment, refund and customer information to:

  • Maintain financial and accounting records.
  • Meet tax and charity-governance requirements.
  • Respond to lawful requests from regulators and authorities.
  • Exercise and defend legal rights.
  • Meet our consumer-law obligations.

Lawful basis: compliance with legal obligations and our legitimate interests in establishing, exercising or defending legal claims.

Preventing fraud and protecting the website

We use account, order, payment, device and technical information to:

  • Confirm payment and account security.
  • Detect and prevent fraudulent transactions.
  • Investigate suspicious activity.
  • Protect customers, staff and organisational systems.
  • Enforce our website terms.

Lawful basis: our legitimate interests in preventing fraud, protecting our organisation and providing a secure shopping service. We may also process information where necessary to comply with a legal obligation.

Operating and improving the website

We use technical and usage information to:

  • Operate the website.
  • Maintain website security.
  • Diagnose technical problems.
  • Understand website performance.
  • Improve navigation, product information and the customer journey.
  • Measure the effectiveness of website content.

Lawful basis: our legitimate interests in operating and improving the website for strictly necessary and limited administrative processing. Where non-essential cookies or similar technologies are used, we rely on your consent where required.

Customer accounts

We use account, identity, contact and order information to create and manage customer accounts.

Lawful basis: performing our contract with you and our legitimate interests in providing account functionality requested by customers.

Marketing communications

Where you have chosen to receive Neuthread marketing, we may use your contact details and marketing preferences to send:

  • Product news.
  • Collection launches.
  • Neuthread updates.
  • Events, offers and promotional information.
  • Information about Neuthread’s charitable and social impact.

Lawful basis: consent, or another basis permitted under applicable electronic-marketing law where relevant.

You can unsubscribe at any time by using the link in a marketing email or contacting us.

Unsubscribing from marketing will not prevent us from sending essential information about an existing order, return or customer-service enquiry.

Reviews and feedback

We may use reviews, comments and feedback to:

  • Understand customer experiences.
  • Improve products and services.
  • Display genuine customer reviews.
  • Promote Neuthread where appropriate permission has been obtained.

Lawful basis: consent where required and our legitimate interests in improving and promoting Neuthread.

OUR LEGITIMATE INTERESTS

Where we rely on legitimate interests, we consider:

  • Whether the processing is necessary.
  • The benefits to Neuthread, Daisy Chain and our customers.
  • The potential effect on your rights and expectations.
  • Whether the same purpose could reasonably be achieved in a less intrusive way.

Our legitimate interests may include:

  • Providing effective customer service.
  • Maintaining accurate business records.
  • Preventing fraud.
  • Protecting our website and systems.
  • Improving website performance.
  • Understanding customer demand.
  • Establishing, exercising and defending legal rights.

We will not rely on legitimate interests where your rights and freedoms override our interests.

COOKIES AND SIMILAR TECHNOLOGIES

The Neuthread website uses cookies and similar technologies.

Essential cookies

These are necessary for functions such as:

  • Keeping the website secure.
  • Maintaining your shopping basket.
  • Processing checkout.
  • Remembering privacy and cookie choices.
  • Providing customer-account functions.
  • Preventing fraud.

Essential cookies do not require consent where they are strictly necessary to provide the service you requested.

Non-essential cookies

With your consent, we may use cookies for:

  • Website analytics.
  • Understanding visitor behaviour.
  • Measuring website performance.
  • Remembering preferences.
  • Marketing and advertising.
  • Measuring the effectiveness of campaigns.

Non-essential cookies should not be placed before you have made the relevant consent choice.

You can accept, reject or manage non-essential cookies using the cookie controls on the website.

More information about the cookies currently used, their providers, purposes and durations should be provided in the Neuthread Cookie Policy or cookie-preference centre.

WHO WE SHARE PERSONAL INFORMATION WITH

We only share personal information where it is necessary and lawful.

Shopify

The Neuthread shop is hosted by Shopify. Shopify processes website, account, order, checkout, payment, security and technical information to provide and support the ecommerce platform.

Payment providers

Payment providers process the information needed to authorise payments, issue refunds and prevent fraud.

The provider used will depend on the payment method selected at checkout.

Delivery and courier providers

We share the name, delivery address, contact details and order information necessary to deliver and track parcels.

Website and technical providers

We may share information with organisations that provide:

  • Website development and maintenance.
  • Hosting and cloud services.
  • Information security.
  • Technical support.
  • Website analytics.
  • Customer-service systems.
  • Returns-management services.

Email and marketing providers

Where you subscribe to marketing, information may be processed by the platform used to manage subscriptions and send communications.

Professional advisers

We may share relevant information with accountants, auditors, insurers, solicitors and other professional advisers where necessary.

Daisy Chain teams

Information may be accessed by authorised Daisy Chain Autism and Neurodiversity staff where necessary to manage Neuthread, finance, governance, customer service, legal compliance, IT security or data protection.

Authorities and regulators

We may disclose information where required or permitted by law, including to:

  • HM Revenue & Customs.
  • The police or other law-enforcement bodies.
  • Courts and tribunals.
  • The Information Commissioner’s Office.
  • Other regulators or public authorities.

Business changes

If Neuthread’s operations are reorganised or transferred, relevant information may be shared with advisers and organisations involved in that change, subject to appropriate confidentiality and data-protection safeguards.

We do not sell your personal information.

SHOPIFY’S ROLE

Shopify provides the ecommerce platform used to operate the Neuthread website and shop.

In many circumstances Shopify processes personal information on our behalf as a service provider. Shopify may also act as an independent data controller for certain processing it carries out for its own purposes.

More information about Shopify’s processing is available in the Shopify privacy information linked from the website or at:

https://www.shopify.com/legal/privacy

INTERNATIONAL TRANSFERS

Some service providers, including Shopify and other technology providers, may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we take steps to ensure the transfer is lawful and that appropriate protection is provided.

Depending on the destination and provider, safeguards may include:

  • UK adequacy regulations.
  • The UK International Data Transfer Agreement.
  • The UK Addendum to approved standard contractual clauses.
  • Other safeguards permitted by UK data-protection law.

You may contact our Data Protection Officer for more information about safeguards used for international transfers.

HOW LONG WE KEEP PERSONAL INFORMATION

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet legal, tax, accounting, fraud-prevention, regulatory and claims requirements.

The period will depend on the type of information and why it is held.

We normally apply the following principles:

  • Order, transaction, payment and accounting records are retained for the period required by applicable tax, accounting and legal requirements.
  • Customer-service and complaint records are kept for as long as needed to resolve the matter and manage possible claims.
  • Customer-account information is retained while the account remains active and for a reasonable period afterwards.
  • Marketing information is retained until you unsubscribe, withdraw consent or the information is no longer required. We may retain a limited suppression record to ensure we respect an unsubscribe request.
  • Fraud-prevention and security information is retained for as long as necessary to protect customers, the website and Daisy Chain.
  • Cookie and analytics information is retained according to the duration of the relevant cookie or analytics setting.

When information is no longer required, it will be securely deleted, anonymised or placed beyond use in accordance with Daisy Chain’s retention arrangements.

KEEPING YOUR INFORMATION SECURE

We use appropriate technical and organisational measures to protect personal information against:

  • Unauthorised access.
  • Accidental loss.
  • Misuse.
  • Alteration.
  • Unlawful disclosure.
  • Destruction.

Measures may include access controls, staff training, secure systems, authentication, supplier checks, backups and incident-management procedures.

Access to personal information is limited to people who need it for their work.

No internet transmission or storage system is completely secure. Please do not send payment-card details or other sensitive information through ordinary email.

CHILDREN’S INFORMATION

The Neuthread online shop is not designed to collect personal information directly from children who cannot legally enter into a purchase contract.

We do not knowingly use children’s personal information for behavioural advertising.

If you believe a child has provided personal information without appropriate permission, contact our Data Protection Officer.

AUTOMATED PROCESSING AND FRAUD CHECKS

Shopify, payment providers and fraud-prevention services may use automated tools and risk indicators to identify potentially fraudulent or unauthorised transactions.

A transaction may be delayed, reviewed or declined where fraud or security concerns are identified.

Where a decision with a significant legal or similar effect is made solely by automated means and applicable law gives you a right to challenge it, you may contact us to request human review.

YOUR DATA-PROTECTION RIGHTS

Depending on the circumstances, you may have the right to:

Access

Ask for confirmation that we process your personal information and request a copy of it.

Correction

Ask us to correct inaccurate information or complete incomplete information.

Erasure

Ask us to delete personal information where there is no lawful reason to continue holding it.

Restriction

Ask us to restrict how information is used in certain circumstances.

Objection

Object to processing based on legitimate interests or to the use of your information for direct marketing.

Data portability

Ask to receive certain information in a structured, commonly used and machine-readable format, or to have it transferred to another organisation where applicable.

Withdraw consent

Withdraw consent where consent is the lawful basis for processing.

Withdrawal does not affect processing carried out lawfully before consent was withdrawn.

Rights relating to automated decisions

Ask for human involvement or challenge certain decisions made solely by automated means where applicable.

These rights are not absolute and may be subject to legal conditions or exemptions.

HOW TO EXERCISE YOUR RIGHTS

To exercise a data-protection right, contact:

Data Protection Officer
Email: info@daisychainproject.co.uk
Telephone: 01642 531248

Postal address:

Daisy Chain Autism and Neurodiversity
Calf Fallow Farm
Calf Fallow Lane
Norton
Stockton-on-Tees
TS20 1PF

We may ask for information needed to confirm your identity and locate the relevant records.

You will not normally have to pay a fee. We may charge a reasonable fee or refuse a request where the law permits us to do so, including where a request is manifestly unfounded or excessive.

We normally respond within one month. We will tell you if additional time is required.

MARKETING CHOICES

You can stop Neuthread marketing emails at any time by:

  • Using the unsubscribe link in the email.
  • Updating your available communication preferences.
  • Contacting info@neuthread.com.
  • Contacting the Daisy Chain Data Protection Officer.

We may retain your email address on a suppression list to ensure that we do not send further marketing after you unsubscribe.

THIRD-PARTY WEBSITES

The Neuthread website may link to websites, social-media platforms or services operated by other organisations.

Those organisations are responsible for their own privacy practices. We recommend reading their privacy information before providing personal information.

COMPLAINTS

If you are concerned about how your personal information has been handled, please contact the Daisy Chain Data Protection Officer first so we can try to resolve the matter.

Email: info@daisychainproject.co.uk
Telephone: 01642 531248

You also have the right to complain to the Information Commissioner’s Office.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

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

Daisy Chain Autism and Neurodiversity’s ICO registration reference is Z8991905.

CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy to reflect changes in:

  • The Neuthread website or services.
  • Our suppliers and systems.
  • Our processing activities.
  • Applicable law or regulatory guidance.

The latest version will be published on the Neuthread website with an updated revision date.

Where a change materially affects how personal information is used, we will provide additional notice where required.

CONTACT DETAILS

Data controller:

Daisy Chain Autism and Neurodiversity, trading as Neuthread
Company number: 04763989
Registered charity number: 1109792
ICO registration reference: Z8991905

Registered office:

Calf Fallow Farm
Calf Fallow Lane
Norton
Stockton-on-Tees
TS20 1PF

Data Protection Officer:

Email: info@daisychainproject.co.uk
Telephone: 01642 531248

Neuthread:

Unit 1 Tees Business Park
Stockton-on-Tees
TS18 2RS

General enquiries: info@neuthread.com
Order and returns enquiries: sales@neuthread.com