Information we collect
You give us:
- Name, shipping and billing address, email, phone number
- Payment information (processed by our payment providers; we do not store full card numbers)
- Messages you send to customer support, and call recordings if you agree to be recorded
- Answers you choose to give in any optional product-fit questions (for example, which situations you find hardest to hear in)
Collected automatically:
- Essential hosting and security logs may include device, browser, and IP information.
- If you allow optional measurement, a short-lived random session links page visits, shopping steps, fixed technical-error categories, device category, and campaign source, medium, campaign, and creative code. A session ends after 30 minutes without activity. Session records and step events are removed in the next daily cleanup after they reach 30 days. We do not record your form entries, hearing quiz answers, full page queries, or cross-site advertising identifiers. The server stores a keyed hash of the random session, not a personal customer identity. For rate limiting, a temporary hourly keyed IP hash may be used; the measurement database does not retain raw IP addresses.
- Cookies and local browser storage for the cart, your privacy choice, and campaign information when optional measurement is allowed (see "Cookies and measurement" below)
From others:
- Delivery updates from shipping carriers
- Fraud-prevention signals from payment providers
How we use it
- To process and ship your order, handle returns, refunds, and warranty claims
- To answer your questions and provide product support
- To send order and shipping updates
- To send marketing emails or texts only if you agreed. You can unsubscribe at any time.
- To prevent fraud and keep our site secure
- To understand how public pages and shopping features perform, when you allow optional measurement
- To meet legal obligations, including reporting product safety issues to the U.S. Food and Drug Administration when required
Health-related information
Buying a hearing aid, and any answers you give about your hearing, may be considered health information. We use order information to fulfill your order and support you. With your separate, confirmed marketing permission, we may use order and delivery history to choose relevant care, accessory, or follow-up emails. Hearing quiz answers and health histories are not used for these marketing flows. We do not use health-related information to target ads, and we do not sell it. We do not share it with advertising platforms.
Who we share it with
We share personal information only with:
- Service providers who help us run our business: payment processing, order fulfillment and shipping, customer support tools, email and text messaging, website hosting, and analytics. They may use it only to provide services to us.
- Advertising platforms: no advertising platform tracker is configured on the current website. Optional website measurement is stored with our hosting provider as short-term sessions, step events, and aggregate counts. We do not send hearing-related answers, product details, or personal contact information to advertising platforms.
- Authorities when the law requires it.
- A buyer of our business, if we are ever acquired, under this same policy.
We do not share your personal information with the manufacturers of our products.
We do not sell your personal information.
Cookies and measurement
We use browser storage to keep your cart working and remember your preferences. Optional measurement is off until you allow it. Your choice is stored on this browser, and you can change it with the Privacy settings button or at hearbrook.com/pages/privacy-choices/. We honor Global Privacy Control (GPC) browser signals by switching optional measurement off. Turning it off does not prevent shopping, downloading a guide, or contacting support.
Email consent is separate from measurement consent and is optional. Signing up stores your email, consent time, signup source, subscription status, and selected email topics. Marketing requires email confirmation. A confirmation link is valid for 48 hours; simply opening its page does not confirm a subscription. The current website is in email rehearsal mode: signup can be saved, but no email is sent until the formal sender account and brand details are configured and sending is enabled.
If you explicitly choose to save a cart, we store the selected catalog items, quantities, email preference, and a private recovery link for 7 days. A necessary, short-term browser cookie links that saved cart to checkout without putting your address or payment details in the link. After expiry, cart item contents and recovery credentials are cleared in the next daily cleanup. Prices are checked again at checkout; saving a cart does not reserve inventory or a price.
When sending is enabled, our mail service receives the recipient address and the message needed to send the requested email. We keep queue, service acceptance, delivery, bounce, complaint, and unsubscribe records so we can stop unwanted mail and troubleshoot delivery. A service acceptance is not a guarantee of inbox placement. We do not add an email-open tracking pixel. Email buttons may include non-personal campaign codes; optional on-site measurement still requires your website measurement permission.
Every marketing email includes topic preferences and an unsubscribe link. You can stop all marketing without changing an order or support request. Unsubscribe, complaint, and permanent-bounce restrictions are checked before sending. Email-message payloads for finished queue entries are cleared after 30 days in the next daily cleanup; pending or uncertain delivery records may be retained to resolve delivery. Consent and suppression records are retained as needed to respect your choices. You can also contact us or use the privacy request form.
Optional fixed-choice feedback is separate from measurement consent. If you choose to submit a reason for buying or still considering a purchase, we keep that selection to improve the website. It is not published as a testimonial. Purchase feedback is checked against the order reference, with demonstration feedback kept separate; order access tokens are not saved in the feedback table. This form does not ask for medical information or a written health history. When measurement is allowed, an order can be linked to the short-term session for internal conversion reporting. Customer names, contact details, and addresses do not enter the step-event log. Essential order records remain subject to the retention described below.
Support forms provide a private request link so you can return to read team replies and add information without email. The request access credential is stored as a hash; keep the complete private link confidential. When you start support from a private order page, the order credential can fill in and verify that order's details on this website. These private service pages and message contents are excluded from optional behavior measurement. A reference number alone does not give access to a request.
Text messages
The current checkout does not enroll customers in marketing text messages, and no marketing text-message delivery service is connected. Before any future text-message signup is enabled, it will request separate permission and identify the sender, frequency, and cancellation instructions.
Your choices and rights
Depending on your state, you may have the right to:
- Know what personal information we have about you
- Get a copy of it
- Correct it
- Delete it
- Opt out of targeted advertising
- Not be discriminated against for using these rights
To make a request, use the form at hearbrook.com/pages/privacy-choices/. We'll verify your identity and respond within the time your state's law requires. You can use an authorized agent. If we deny your request, you can appeal using the same form and your request reference.
How long we keep it
We keep order records as long as needed for warranty, tax, and legal purposes, and product safety records as long as FDA rules require. We delete or anonymize other information when we no longer need it.
Security
We use reasonable safeguards to protect your information. No system is perfectly secure.
Children
Our products are for adults 18 and older. We do not knowingly collect information from anyone under 18.
Changes
We'll post any changes here and notify you when appropriate. If a change is significant, we'll email customers.
Questions? Contact Hearbrook support.