Privacy policy

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Effective Date: July 1, 2024
Last Updated: February 10, 2025

Holen ("Company," "we," "us," or "our") values your privacy and is committed to protecting your personal information. This Privacy Policy outlines the types of data we collect, how we use it, and the measures we take to keep your information secure. We want to be clear: we do not sell your information—ever. Privacy is private with us.

We collect only the information necessary to provide you with a seamless experience when using Holen's services.

• Account Information: When you create an account, we collect your name, email address, phone number, and password.
• Payment Information: If you make a purchase or schedule a return, we collect your payment details. Holen does not store full payment card details—transactions are securely processed through third-party payment processors that comply with industry standards.
• Return Information: When scheduling a pickup or drop-off, we collect details about your return (such as store name and tracking numbers).
• Customer Support Communications: If you contact us for support, we collect details about your request to provide assistance.

When you interact with Holen, we collect certain information automatically, including:

• Device and Usage Data: We collect data about the device you use (such as phone model, operating system, browser type), IP address, and how you interact with the Holen app.
• Log Data: We log the times and dates of app usage, feature interactions, and any crashes or errors to improve performance.
• Location Information: If you enable location services, we may collect your precise or approximate location to facilitate Holen pickups and drop-offs.

We may receive information from third-party partners (such as payment providers or identity verification services) to confirm payment and prevent fraud.

We use your information only to provide, improve, and secure Holen's services. This includes:

• Fulfilling Requests: Scheduling pickups, processing returns, and confirming transactions.
• Account Management: Managing your profile, processing payments, and sending account-related updates.
• Security and Fraud Prevention: Detecting and preventing fraudulent activities.
• Customer Support: Responding to inquiries, troubleshooting issues, and improving our support services.
• Improving Our Services: Analyzing app usage and user feedback to enhance functionality.
• Legal Compliance: Meeting regulatory obligations and responding to legal requests if required by law.

Holen does not sell, rent, or trade your personal information to anyone—ever. Your privacy is our priority, and we take strict measures to ensure your data remains confidential.

We do not share your information with advertisers or marketing firms. We only share data when necessary for business operations or legal compliance, as outlined below:

• With Service Providers: We may share information with payment processors, customer support platforms, or IT security providers under strict confidentiality agreements.
• Legal and Compliance Obligations: If required by law, subpoena, or court order, we may disclose limited data—but only after verifying the request’s legitimacy.
• Business Transactions: If Holen undergoes a merger, acquisition, or asset sale, data may be transferred to the new entity with continued privacy protections.

Holen employs strict security measures to keep your data safe. Our protections include:

• End-to-End Encryption: Sensitive data, including payment and account details, is encrypted in transit and at rest.
• Secure Authentication: We use password protection, multi-factor authentication (MFA), and account verification to prevent unauthorized access.
• Limited Access: Only authorized employees with a legitimate business need can access personal data.
• Continuous Monitoring: We monitor for security breaches and take immediate action if a threat is detected.

You have control over your personal data. You can:

• Access & Download Data: Request a copy of your personal information.
• Update or Correct Information: Modify your profile details anytime.
• Delete Your Account: You may request account deletion, and all associated data will be permanently removed, except for records required by law.
• Opt-Out of Communications: You can unsubscribe from non-essential emails at any time.

To exercise your rights, contact us at privacy@holen.com.

We keep your information only as long as necessary for service fulfillment, legal compliance, and security purposes. When no longer needed, data is securely deleted.

Holen does not knowingly collect personal data from children under 13. If we become aware of such collection, we will delete it immediately.

Holen may contain links to third-party services (such as shipping carriers for tracking). This Privacy Policy does not cover external sites—please review their policies before providing personal data.

We may update this Privacy Policy periodically. If changes occur, we will notify users through email or app notifications. Your continued use of Holen after updates constitutes acceptance of the revised terms.

If you have any questions or concerns about your privacy, contact us at:

📧 Email: privacy@holen.com
📍 Address: 1201 W Peachtree St NW Ste 2625, Atlanta, Georgia 30309-3499