Privacy policy

Hearvello Policy

Privacy Policy

This Privacy Policy explains how Hearvello collects, uses, shares, stores, and protects personal information when you visit our website, place an order, contact customer support, or otherwise use our services.

Last updated: July 14, 2026

Who We Are

This website and the Hearvello online store are operated by NUVEXIO INC, trading as Hearvello.

For applicable data-protection purposes, NUVEXIO INC is responsible for determining how personal information collected through this website is used.

Information We Collect

Depending on how you interact with Hearvello, we may collect the following categories of information:

  • Contact information: name, email address, telephone number, billing address, and shipping address.
  • Order information: products ordered, order number, transaction amount, shipping method, delivery status, returns, refunds, and warranty requests.
  • Payment information: payment method and transaction details. Complete payment-card information is generally processed by our payment providers rather than stored directly by Hearvello.
  • Account information: login details, saved addresses, preferences, and purchase history if you create a customer account.
  • Customer-support information: messages, photographs, videos, troubleshooting information, reviews, feedback, and other information you choose to provide.
  • Device and usage information: IP address, browser type, device type, operating system, pages viewed, referral source, approximate location, cookie identifiers, and interactions with the website.
  • Marketing information: communication preferences, advertisement interactions, campaign information, and whether you opened or interacted with a message.

Health and Sensitive Information

Please do not submit unnecessary medical records, diagnoses, identification documents, payment-card numbers, or other sensitive information through our general contact form.

Information you provide for product support is used only as reasonably necessary to respond to your request, provide troubleshooting assistance, process a return or warranty claim, maintain appropriate records, and comply with applicable law.

How We Collect Information

We may collect information:

  • Directly from you when you place an order, create an account, contact us, submit a return request, or provide feedback.
  • Automatically through cookies, pixels, server logs, analytics tools, and similar technologies.
  • From Shopify, payment providers, shipping companies, advertising platforms, analytics providers, fraud-prevention providers, and other service providers.
  • From publicly available or legally permitted sources when needed for fraud prevention, compliance, or account security.

How We Use Your Information

We may use personal information to:

  • Process payments, orders, shipping, delivery, returns, refunds, replacements, and warranty requests.
  • Provide customer service, troubleshooting assistance, and account support.
  • Verify transactions and protect customers, Hearvello, Shopify, and service providers against fraud, abuse, and security threats.
  • Operate, maintain, personalize, test, and improve the website and customer experience.
  • Understand website traffic, product interest, advertising performance, and service quality.
  • Send transactional messages about orders, shipping, returns, refunds, account security, and policy changes.
  • Send promotional communications where permitted and in accordance with your communication preferences.
  • Comply with legal, tax, accounting, regulatory, fraud-prevention, and record-keeping obligations.
  • Establish, exercise, or defend legal claims and enforce our store policies and Terms of Service.

Legal Bases for Processing

Where applicable law requires a legal basis, we process personal information based on one or more of the following:

  • Contract: to process an order, arrange delivery, provide support, or administer a return, refund, or warranty request.
  • Legal obligation: to comply with tax, accounting, consumer-protection, fraud-prevention, and regulatory requirements.
  • Legitimate interests: to operate and improve our business, secure our systems, prevent fraud, understand website performance, and provide effective customer service.
  • Consent: where you consent to optional cookies, personalized advertising, or promotional communications.

How We Share Information

We may disclose personal information to service providers and other parties when reasonably necessary to operate the store, fulfill orders, protect our services, or comply with law. These parties may include:

  • Shopify and companies that support the operation and security of our online store.
  • Payment processors, banks, and fraud-prevention providers.
  • Warehouses, fulfillment providers, shipping carriers, tracking providers, and returns facilities.
  • Customer-service, email, communication, cloud-hosting, and information-technology providers.
  • Analytics, advertising, and marketing providers, subject to applicable consent and privacy choices.
  • Accountants, lawyers, insurers, auditors, and other professional advisers.
  • Government authorities, regulators, courts, law-enforcement agencies, or other parties when required or permitted by law.
  • A purchaser, successor, or adviser in connection with a proposed or completed merger, sale, financing, restructuring, or transfer of business assets.

We do not disclose personal information to unrelated parties solely for their own independent purposes unless permitted by law, disclosed in this policy, or authorized by you.

Shopify

Our store is hosted by Shopify. Shopify processes personal information when you visit the website, use checkout, create an account, or make a purchase so that Shopify can provide hosting, checkout, security, analytics, fraud prevention, and related commerce services.

Depending on the Shopify features enabled for the store, Shopify may also process information based on your interactions with this store, other merchants, and Shopify services. Shopify’s own privacy terms govern Shopify’s independent processing activities.

Cookies and Similar Technologies

We and our service providers may use cookies, pixels, tags, local storage, and similar technologies to:

  • Keep the website and checkout functioning.
  • Remember preferences and shopping-cart selections.
  • Secure accounts, prevent fraud, and identify technical problems.
  • Measure traffic, website performance, and customer interactions.
  • Measure and personalize advertising where permitted.

Where required, optional cookies are used only after you provide consent. You can use the cookie or privacy controls displayed on the website, or adjust your browser settings. Blocking certain cookies may affect website functionality.

Advertising and Analytics

We may use Shopify, Google, and other analytics or advertising providers to understand website activity, measure advertising effectiveness, prevent fraud, and show relevant advertisements where permitted.

These providers may receive device identifiers, cookie information, IP addresses, page views, advertisement interactions, purchase events, and related technical information.

We do not sell personal information for money. However, some disclosures for targeted advertising may be treated as a “sale,” “sharing,” or targeted advertising under certain privacy laws. Where applicable, you may exercise available opt-out rights through the privacy or cookie controls provided on the website.

International Data Transfers

Hearvello operates internationally. Personal information may be processed or stored in China, the United States, the United Kingdom, Canada, or other countries where Hearvello, Shopify, shipping providers, payment processors, cloud providers, or other service providers operate.

Where required, we and our service providers use appropriate contractual, organizational, or legal safeguards for international transfers.

Data Retention

We retain personal information for as long as reasonably necessary to fulfill the purposes described in this policy, provide services, maintain transaction and warranty records, resolve disputes, prevent fraud, and comply with legal, tax, accounting, and regulatory obligations.

Retention periods vary depending on the type of information, the nature of your relationship with us, applicable legal requirements, and whether the information is needed for an active dispute, investigation, or legal claim.

Your Privacy Rights

Depending on your location and applicable law, you may have the right to:

  • Request access to personal information we hold about you.
  • Request correction of inaccurate or incomplete information.
  • Request deletion of personal information, subject to legal exceptions.
  • Request restriction of or object to certain processing.
  • Request a portable copy of certain information.
  • Withdraw consent where processing is based on consent.
  • Opt out of certain targeted advertising, sale, or sharing activities where applicable.
  • Appeal a decision relating to a privacy request where applicable law provides that right.
  • Exercise your rights without unlawful discrimination.

To submit a request, email support@hearvello.com . Please describe your request and provide enough information for us to identify the relevant account or transaction. We may request reasonable verification before completing a request.

Children’s Privacy

The Hearvello store and Hearvello hearing products are intended for adults aged 18 and older. We do not knowingly request personal information directly from children.

If you believe that a child has provided personal information to us, please contact us so that we can review and take appropriate action.

Data Security

We use reasonable administrative, technical, and organizational measures designed to protect personal information against unauthorized access, loss, misuse, alteration, and disclosure.

No transmission or storage system can be guaranteed to be completely secure. You are responsible for protecting your account credentials and should contact us promptly if you suspect unauthorized account activity.

Third-Party Websites

Our website may contain links to websites or services operated by third parties. Their privacy practices are governed by their own policies. We encourage you to review those policies before providing personal information.

Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our services, technology, legal obligations, or business practices. The updated policy will be posted on this page with a revised “Last updated” date. We will provide additional notice where required by law.

Questions and Complaints

Please contact us first if you have a question or complaint about how we handle personal information. We will review your request and respond as required by applicable law.

Depending on your location, you may also have the right to submit a complaint to the data-protection or privacy authority responsible for your jurisdiction.

Contact Information

Legal Business Name:
NUVEXIO INC

Trading Name:
Hearvello

Registered Business Address:
1500 N Grant St Ste R
Denver, CO 80203
United States

Email:
support@hearvello.com

Customer Service Phone:
+1 310 290 2245

Support Hours:
Monday–Friday
9:00 AM–5:00 PM EST