Privacy policy

Effective Date: 12-22-2025
Last Updated: 12-22-2025

This Privacy Policy explains how CustomHeartbeat.com (the “Website”), operated by NCharlesB LLC (“Company”, “we”, “us”, “our”), collects, uses, shares, and protects personal information when you visit our Website or purchase our services.

By using the Website, you agree to this Privacy Policy. 
If you do not agree, please do not use the Website.

1) Information We Collect

We collect information in three ways: (A) information you provide, (B) information collected automatically, and (C) information from service providers.

A. Information you provide to us

When you place an order or contact us, you may provide:

  • Contact information (name, email address)
  • Order details (product selected, order timestamps, order status)
  • Personalization inputs (names, relationship details, stories, messages, preferences, pronunciation notes, and other details you choose to share)
  • Customer support communications (emails/messages, revision requests, feedback)

B. Information collected automatically

When you use the Website, we may automatically collect:

  • Device and usage data (IP address, browser type, pages viewed, timestamps, referral source)
  • Cookie and similar technology data (see Section 7)

C. Payment information

Payments are processed by Stripe. We do not store your full payment card number. Stripe may process payment and transaction data according to its own policies.

2) How We Use Your Information

We use personal information to:

  • Provide and deliver our services (create your custom song, deliver it, and provide revisions/support)
  • Communicate with you (order confirmations, delivery notifications, support responses)
  • Prevent fraud and secure transactions (including dispute and chargeback handling)
  • Operate, troubleshoot, and improve the Website and service experience
  • Comply with legal obligations (tax, accounting, and lawful requests)

3) Marketing Communications

We may send marketing emails (e.g., reminders for major occasions and offers) only if you opted in to receive them. Marketing emails may be sent using Odoo or another email service provider we use from time to time. You can unsubscribe at any time using the link in the email.

Transactional emails related to your purchase (such as order confirmation, delivery, and support communications) are sent as necessary to provide the service and are typically sent through Odoo.

4) How We Share Your Information

We do not sell your personal information for money.
We may share personal information with:

  • Service providers that help us operate our business (payment processing, website hosting/platform services, email delivery, analytics, and advertising measurement)
  • Contractors under confidentiality (if needed) solely to perform quality control, customer support, or production-related tasks
  • Legal and compliance recipients when required by law or to protect rights, safety, and security
  • Professional advisors (lawyers, accountants) under confidentiality as needed
  • With your consent where you explicitly authorize us to share information for another purpose

Examples of service providers we may use

  • Shopify(website/platform operations and transactional emails such as order confirmations, delivery emails, and support communications)
  • Meta (advertising measurement/retargeting via Meta Pixel, if enabled through cookie preferences)
  • Google (analytics via Google Analytics 4, if enabled through cookie preferences)

5) Data Retention

We keep personal information only as long as reasonably necessary for the purposes described in this Policy, including service delivery, support, accounting, and dispute resolution.

In general:

  • Delivered song files: retained for up to 90 days after delivery to support re-downloads and revisions, then removed from active storage.
  • Order records and related communications: may be retained longer for legitimate business needs (including accounting/tax and dispute resolution).

6) Your Privacy Rights and Choices

Depending on where you live, you may have rights to request access, correction, deletion, or information about how we process your personal information.

How to exercise your rights

Email us at info@customheartbeat.com with the subject line “Privacy Request” and include:

  • the email address used for your order, and
  • your order number (if available), and
  • the specific request you want to make.

To protect your privacy, we may ask you to verify your identity before completing certain requests.

California (CCPA/CPRA) – “Do Not Sell or Share”

If you are a California resident, you may have the right to opt out of the sale or sharing of personal information. “Sharing” can include using certain cookies/pixels for cross-context behavioral advertising (commonly used for retargeting).

You can submit an opt-out request here: [Do Not Sell or Share My Personal Information – Link].

We also aim to honor browser-enabled opt-out signals such as Global Privacy Control (GPC) where applicable.

7) Cookies, Analytics, and Advertising (Meta Pixel / GA4)

We use cookies and similar technologies for:

  • Essential functions (security, site operation)
  • Analytics (to understand performance and improve the Website, e.g., Google Analytics 4)
  • Advertising measurement/retargeting (e.g., Meta Pixel)

Where required by law, analytics and advertising cookies/pixels are only activated after you provide consent through our cookie banner/settings.

You can manage your preferences here: [Cookie Preferences Link].

You can also control cookies through your browser settings. Blocking certain cookies may affect Website functionality.

8) Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

9) Children’s Privacy

Our services are intended for adults (18+). We do not knowingly collect personal information from children under 13.

10) International Visitors

If you access the Website from outside the United States, your information may be processed in the United States or other jurisdictions where our service providers operate. Those jurisdictions may have different data protection laws than your location.

11) Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Changes are effective when posted, and we will update the “Last Updated” date.

We may update this Policy to reflect changes in the tools we use (for example, if we change email marketing providers).

12) Contact Us

NCharlesB LLC
30 North Gould Street
Sheridan, WY 82801
United States

info@customheartbeat.com
+1 307 200 9507