Privacy Policy – Fika Pouches

Effective Date: 13 September 2026

Last Updated: 13 September 2026

Fika Pouches respects your privacy and is committed to handling personal data in a transparent, secure and responsible manner. This Privacy Policy explains what personal data we may collect, how and why we process it, how long it may be retained, with whom it may be shared, and the rights available to you when you visit or shop at fikapouches.com.

This Privacy Policy applies to website visitors, customers, registered account holders, individuals who submit enquiries or product reviews, newsletter subscribers, and anyone who communicates with Fika Pouches by telephone, contact form, social media or another communication channel made available by us.

Personal data is processed in accordance with applicable law, including Vietnam’s Law on Personal Data Protection No. 91/2025/QH15 and any implementing or related regulations in force from time to time.

1. Data Controller

The organisation responsible for determining the purposes and means of processing personal data through this website is:

• Trading name: Fika Pouches
• Website: https://fikapouches.com/
• Address: 16 An Thuong 37 Street, Ngu Hanh Son Ward, Da Nang City, Vietnam
• Telephone: +84 903 510 930
• Privacy enquiries: Contact Fika Pouches

In this Privacy Policy, “Fika Pouches”, “we”, “us” and “our” refer to the operator of the website and the party responsible for processing personal data relating to orders, customer support and website operations.

2. Scope of This Privacy Policy

This Privacy Policy applies to personal data collected through:

• Fikapouches.com and its language versions.
• Customer accounts.
• The shopping cart, checkout and order management process.
• Contact forms, support requests and product reviews.
• Telephone calls and customer service communications.
• WhatsApp, Zalo, Facebook, Instagram and other communication channels published by Fika Pouches.
• In-store transactions where personal data is required for order processing, delivery or after-sales support.

This Privacy Policy does not directly govern websites, applications or services operated independently by third parties that Fika Pouches does not own or control.

3. Personal Data We May Collect

3.1. Identity and contact information

• Full name.
• Telephone number.
• Email address.
• Shipping and billing address.
• City, province, country and postal code, where applicable.
• Account username and encrypted password.

3.2. Order and transaction information

• Products, quantities and variations ordered.
• Order value, discounts and shipping charges.
• Order date and fulfilment status.
• Selected payment method.
• Transaction reference, payment status and reconciliation information.
• Delivery details, tracking number and shipping history.
• Return, refund, complaint and after-sales support information.

Where payment is made through an independent payment service provider, payment card or account information may be processed directly by that provider. Fika Pouches will generally receive only the payment status, transaction reference, amount and information required for reconciliation, unless the checkout interface clearly states otherwise.

3.3. Age-verification information

Products displayed on this website contain nicotine and are intended only for adults who already use nicotine. We may ask customers to confirm that they are at least 18 years old or provide information reasonably required to verify eligibility to purchase when required by law, a payment provider, a delivery provider or our internal compliance procedures.

We aim to collect only the minimum information necessary for age verification. Age-related information will not be used to advertise nicotine products to minors.

3.4. Technical and website usage data

• Internet Protocol address.
• Device type, operating system and browser.
• Browser language and time zone.
• Referring website or source.
• Pages viewed, links selected and time spent on the website.
• Session identifiers, shopping-cart data and login information.
• Security, diagnostic, error and website performance data.
• Cookie identifiers and similar technology data.

3.5. Information you choose to provide

• Information submitted through a contact form.
• Questions and communications with customer support.
• Product ratings, reviews and feedback.
• Photographs or documents voluntarily provided for a complaint or return request.
• Marketing and communication preferences.

If you submit a public product review or comment, your display name, review and other information you choose to publish may be visible to other visitors. Do not include telephone numbers, addresses, payment information or sensitive personal data in a public review.

3.6. Sensitive personal data

Fika Pouches does not intentionally request medical records, detailed health information or other sensitive personal data that is unnecessary for processing an order.

Please do not submit detailed health information through product reviews, contact forms or social media. Questions concerning medical conditions or nicotine use should be directed to an appropriately qualified healthcare professional.

4. How We Collect Personal Data

We may collect personal data from the following sources:

• Information you enter directly on the website.
• Information you provide when ordering in store or requesting support.
• Information generated when you browse or use the website.
• Cookies and similar technologies.
• Payment, shipping and order fulfilment providers.
• Social media or messaging platforms when you choose to contact us through those services.
• Other lawful sources where information is required to verify a transaction, prevent fraud or comply with a legal obligation.

5. How We Use Personal Data

5.1. Processing and fulfilling orders

• Confirming customer and order information.
• Checking product availability.
• Receiving and confirming payment.
• Packing, dispatching and tracking orders.
• Communicating changes to an order.
• Processing returns, refunds and complaints.

5.2. Managing customer accounts

• Creating and maintaining customer accounts.
• Authenticating login requests.
• Displaying order history.
• Remembering saved addresses and account preferences.
• Assisting with account or password recovery.

5.3. Providing customer support

• Responding to product and order enquiries.
• Verifying and resolving complaints.
• Providing pre-sale and after-sales support.
• Maintaining communication records to ensure consistent service.

5.4. Security and fraud prevention

• Detecting unusual login activity or suspicious transactions.
• Preventing spam, abuse, attacks and unauthorised access.
• Protecting customer accounts and website systems.
• Investigating suspected violations of our terms.
• Protecting the lawful rights and interests of customers, Fika Pouches and relevant third parties.

5.5. Improving our website and services

• Measuring website speed and performance.
• Understanding how visitors interact with the website.
• Identifying technical errors.
• Improving navigation, search and the shopping experience.
• Evaluating interest in products and categories.

5.6. Marketing communications

Where we have valid consent or another lawful basis, we may use contact information to:

• Send information about new products.
• Send promotions, offers or discount codes.
• Provide content relevant to account activity or previous purchases.
• Measure the performance of marketing communications.

You may opt out of promotional communications at any time. Opting out of marketing will not prevent us from sending essential messages concerning an order, account, security matter or support request.

5.7. Legal and regulatory compliance

• Complying with accounting, tax and record-keeping obligations.
• Handling complaints and disputes.
• Responding to lawful requests from competent public authorities.
• Complying with applicable e-commerce, consumer protection and personal data protection requirements.

6. Legal Bases for Processing

Depending on the activity and applicable law, we may process personal data on one or more of the following legal bases:

• Your freely given and informed consent.
• The need to take steps at your request or perform an order or contract.
• Compliance with a legal or regulatory obligation.
• Protection of life, health or lawful interests where permitted by law.
• Our legitimate interests in securing the website, preventing fraud and maintaining reliable business operations, where recognised by applicable law and not overridden by your rights.
• Another circumstance in which processing without consent is expressly permitted by applicable law.

Where consent is required, we will aim to explain the relevant data, processing purpose and parties involved. You may withdraw your consent at any time. Withdrawal does not affect the lawfulness of processing carried out before the withdrawal.

7. Cookies and Similar Technologies

Cookies are small data files stored on a device when a visitor accesses a website. Fika Pouches may use cookies and similar technologies to operate the website, maintain shopping carts, remember language preferences, protect transactions and understand website performance.

You may delete or block cookies through your browser settings. Disabling strictly necessary cookies may affect your shopping cart, account login, language selection or checkout process.

8. Analytics, Maps and Third-Party Platforms

The website may use third-party services to provide maps, measure website traffic, improve security, optimise website performance or support customer communications.

When you interact with Google Maps, WhatsApp, Zalo, Facebook, Instagram or another third-party platform, that provider may receive your IP address, device information, cookies and any information you choose to submit. Such processing is also governed by the provider’s own privacy policy.

Fika Pouches does not control every aspect of data processing performed by independent third-party services. You should review the relevant provider’s privacy terms before using the service or submitting personal information.

9. How We Share Personal Data

Fika Pouches does not sell, rent or trade customer personal data for financial gain.

We may disclose the minimum personal data reasonably necessary to the following categories of recipients:

• Payment and transaction reconciliation providers.
• Shipping, courier and fulfilment providers.
• Hosting, server and technical infrastructure providers.
• Security, anti-fraud, backup and website optimisation providers.
• E-commerce, order management and customer support software providers.
• Email, messaging and transactional notification providers.
• Analytics or advertising providers where lawfully enabled.
• Accountants, auditors, legal advisers and other professional advisers.
• Government authorities where disclosure is legally required.
• A purchaser or successor in connection with a lawful merger, acquisition, restructuring or transfer of business.

Service providers should receive only the information required to perform their assigned services and must protect that information in accordance with applicable law and contractual obligations.

10. International Data Transfers

Some hosting, cloud infrastructure, analytics, email, mapping, payment or social media providers may operate servers outside Vietnam. As a result, certain technical information or personal data may be processed in another country.

Where personal data is transferred across national borders, Fika Pouches will take reasonable measures and complete any required procedures under applicable Vietnamese law. These measures may include assessing the recipient, limiting processing purposes, using contractual safeguards and requiring appropriate security protections.

11. Data Retention

We retain personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy or as required by law.

When personal data is no longer required, we will take reasonable steps to delete, destroy, anonymise or restrict access to it, unless continued retention is required by law.

12. Data Security

Fika Pouches uses reasonable technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, disclosure, alteration or destruction. These measures may include:

• Using HTTPS encryption for information transmitted between the browser and website.
• Restricting access to administration areas and order information.
• Using password controls, account permissions and appropriate authentication measures.
• Maintaining WordPress, WooCommerce, themes and technical components.
• Using security, anti-spam and suspicious-access monitoring tools.
• Maintaining backups to support recovery after an incident.
• Limiting the information disclosed to service providers.
• Reviewing and responding to identified vulnerabilities and security incidents.

No electronic transmission or storage system can be guaranteed to be completely secure. Customers are also responsible for protecting their login details, using a strong password and notifying us promptly if they identify suspicious activity.

13. Personal Data Breaches

If we identify a security incident that may affect personal data, we will take reasonable steps to:

• Contain the incident and limit its impact.
• Assess the categories of data and individuals potentially affected.
• Investigate the cause of the incident.
• Implement corrective and preventive measures.
• Maintain appropriate incident records.
• Notify the competent authorities and affected individuals where required by law.

14. Your Privacy Rights

Subject to applicable law and relevant exemptions, you may have the right to:

• Be informed about how your personal data is processed.
• Give or refuse consent to processing.
• Withdraw previously provided consent.
• Request access to or a copy of your personal data.
• Request correction or updating of inaccurate data.
• Request deletion of personal data.
• Request restriction of certain processing activities.
• Object to processing where permitted by law.
• Opt out of direct marketing.
• Request data portability where required by applicable law.
• Complain to a competent authority.
• Bring a legal claim or seek compensation where provided by law.
• Take reasonable steps to protect your personal data and lawful interests.

Certain rights may be limited where continued processing or retention is necessary to complete an order, comply with a legal obligation, investigate fraud, establish or defend legal claims, or protect the rights of another person.

15. How to Submit a Privacy Request

You may request access, correction, deletion or restriction of your personal data, withdraw consent, or object to certain processing activities by contacting Fika Pouches through our contact page or telephone number.

To prevent unauthorised disclosure, we may need to verify your identity before responding to a request. Information collected for verification will be used only to confirm your authority to exercise rights relating to the relevant data.

A request should, where possible, include:

• Your full name.
• The telephone number or email address used with Fika Pouches.
• Your account name or order number, where relevant.
• A clear description of the right you wish to exercise.
• Information reasonably required to verify your identity.

We will review and respond within the period required by applicable law. If we cannot fulfil a request, we will explain the reason where legally permitted.

16. Marketing Choices

You may unsubscribe from promotional emails or messages by using the unsubscribe option provided in the communication or by contacting us directly.

After opting out, you may continue to receive non-promotional communications that are necessary to:

• Confirm or update an order.
• Provide account or security notices.
• Respond to a customer support request.
• Provide information required by law.

We will not knowingly use personal data to direct nicotine product advertising to minors.

17. Automated Decision-Making and Profiling

Fika Pouches does not ordinarily make decisions that produce legal or similarly significant effects based solely on automated processing.

Automated tools may be used to identify suspicious transactions, spam or security risks. Where an automated result materially affects an order or account, you may contact us to request a review by a member of our team, subject to applicable law and fraud-prevention requirements.

18. Children’s Privacy and Age Restrictions

This website and its products are not intended for anyone under 18 years of age. Nicotine is addictive, and products displayed by Fika Pouches are intended only for adults who already use nicotine.

We do not knowingly collect personal data for the purpose of advertising or selling nicotine products to minors. If we identify an account or order associated with an underage person, we may cancel the order, restrict the account and delete information that is no longer required, except where retention is necessary for safety, fraud prevention or legal compliance.

A parent or legal guardian who believes that a minor has provided personal data to Fika Pouches may contact us and request an appropriate review.

19. Health Information and Nicotine

Product information published on this website is provided for commercial and general informational purposes only. It is not medical advice, is not intended to diagnose or treat a health condition, and does not represent a claim that nicotine pouches are smoking-cessation products.

Do not submit sensitive health information through product reviews, public comments or social media. If you have an existing medical condition, take medication, are pregnant or breastfeeding, or have been advised to avoid nicotine, consult an appropriately qualified healthcare professional.

20. Third-Party Links

The website may contain links to manufacturers, shipping providers, payment services, social media platforms, maps or other third-party websites.

Fika Pouches is not responsible for the content, security or privacy practices of independently operated third-party services. Your use of an external website is subject to that provider’s own terms and privacy policy.

21. International Visitors

Fika Pouches operates from Vietnam. If you access the website from another country, your personal data may be transferred to and processed in Vietnam or another location used by our service providers.

Privacy rights may vary depending on your country or region. Nothing in this Privacy Policy is intended to limit any mandatory privacy right available to you under applicable law.

22. Changes to This Privacy Policy

We may update this Privacy Policy to reflect:

• Changes to our business operations.
• Changes to website features or payment methods.
• The appointment of new service providers.
• Changes in legal or regulatory requirements.
• Improvements to our security and data protection practices.

The latest version will be published on this page with a revised “Last Updated” date. Where a change materially affects your rights, we may provide an additional notice or request renewed consent when required by law.

23. Contact Us About Privacy

If you have a question, complaint or request concerning this Privacy Policy or the handling of your personal data, please contact:

• Fika Pouches
• Address: 16 An Thuong 37 Street, Ngu Hanh Son Ward, Da Nang City, Vietnam
• Telephone: +84 903 510 930
• Website: https://fikapouches.com/

Fika Pouches is committed to reviewing privacy requests in good faith, maintaining appropriate confidentiality and handling personal data in accordance with applicable law.