Privacy, Cookies and Company Contact Policy
Effective date: 10 July 2026
1. Who we are and how to contact us
NAD Services LLC, doing business as Heart In Diamond, 622 1/2 S Cloverdale Ave, Los Angeles, CA 90036, USA, is responsible for the personal information covered by this policy. Our Privacy Officer is responsible for privacy compliance. To make a privacy request, raise a complaint or ask a legal question, use our Canada Contact form and select or state “Privacy or legal request”, or write to the postal address above. The form is routed to our privacy-support team.
2. Information we collect
We collect information supplied in an enquiry, POF, payment request or support communication: name, contact details, address, order selections, delivery details, payment status, communications and information needed to identify and handle source material. We collect technical information from the Site, including IP address, browser/device information, pages and events, referrer and campaign parameters.
Where source material is supplied, we process information associated with the order and use the material for chemical/carbon work required for diamond creation and the HID certificate. We do not conduct DNA, genetic, health, biometric or forensic identity testing. Do not send unrelated sensitive information, family documents or additional keepsakes unless we ask for them.
3. Why we use information
We use personal information to respond to enquiries; prepare and administer POFs; receive, identify and process source material; collect or confirm payment; arrange production, insured delivery and support; prevent fraud or misuse; maintain records; meet legal obligations; and investigate or resolve complaints. We use optional analytics and advertising information only as described in the Cookies section and only after the required choice has been recorded.
4. Service providers and international processing
We disclose information only as reasonably necessary to operate the Site and fulfil an order: payment providers, email and communications providers, hosting/IT providers, shipping and insurance providers, laboratories, jewellery/certification providers and professional advisers. We require service providers to handle information only for authorised purposes and with appropriate safeguards.
Information may be processed or accessible in the United States, the United Kingdom and other locations involved in production, logistics or a service provider’s operations. Those jurisdictions may have laws allowing government, courts or authorities to access information. We use contractual and organisational safeguards appropriate to the processing and applicable law.
5. Retention
We delete or de-identify an unconverted enquiry three months after the last meaningful contact unless you separately remain opted in to marketing or a legal hold applies. We retain completed or cancelled order records, POFs, invoices, payment and refund records for six years from the end of the relevant fiscal year. We retain marketing-consent evidence while marketing contact continues and consent withdrawal/suppression evidence for three years after withdrawal. We securely delete or de-identify information when the applicable period ends, unless a longer period is required by law or a dispute/legal hold.
6. Your privacy choices and rights
Subject to applicable law, you may request access to or correction of your personal information, ask questions about our practices, withdraw consent where consent is the basis for processing, and make a complaint. We may need to verify identity before responding. We will respond within the timeframe required by applicable law. If you remain dissatisfied, you may contact the Office of the Privacy Commissioner of Canada or the privacy regulator responsible for your province, including Québec’s Commission d’accès à l’information where applicable.
7. Cookies, local storage and similar technologies
We use strictly necessary technologies for the Site, including the `hid_consent_v1_<site-code>` preference cookie, which records the cookie choice for 365 days. The shopping experience may also use browser local storage for cart/session functionality. We use Google reCAPTCHA Enterprise to protect forms from abuse.
Optional analytics and advertising technologies may include Google Tag Manager and Google Analytics/Google Ads tags. They help measure Site use and advertising conversions. They must not be activated until you make the required choice in the Cookie Settings control. You can later withdraw optional consent through Cookie Settings; withdrawal stops future optional tracking and triggers removal of the Heart In Diamond marketing-storage values under our control. Google or other providers may set their own identifiers under their policies when their services are enabled.
Cookie Settings are available from the Site footer. You can also manage browser cookies, but disabling necessary technologies may affect Site features. The current consent choice is separate from marketing email/text consent.
8. Marketing communications
We send promotional email or text messages only with the consent or other lawful basis required by Canadian law. Each commercial electronic message identifies Heart In Diamond and provides a working unsubscribe method. Operational messages about an enquiry, POF, payment, production or delivery are not promotional messages. You may withdraw marketing consent at any time.
9. Security
We use administrative, technical and physical safeguards appropriate to the sensitivity of the information, including access controls and confidentiality obligations. No method of transmission or storage is completely secure; if we identify a privacy incident, we assess and respond to it as required by applicable law.
10. Children
Our products and Site are not directed to children. We do not knowingly collect personal information from a minor for an order without the authority required by applicable law. If you believe a minor’s information was provided improperly, contact us through the Contact form.
11. Changes to this policy
We may update this policy when our practices or legal requirements change. The current version and effective date are posted on this page. A material change to optional tracking or marketing use will be reflected in the relevant consent process where required.