Privacy policy

Last updated: November 14, 2026

HearUpUSA is operated by Twela Global L.L.C-FZ, Meydan Grandstand, Dubai, UAE. The company operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the “Services”). HearUpUSA is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Your Card Details and Personal Information

• Your debit or credit card details are NOT stored by us. Payments are processed by our payment gateway partner, Telr, on their secure payment page.
• Your debit or credit card details are not passed to any third party other than the payment gateway needed to process your payment.
• We do not sell, rent, lease or share your personal information with third parties for their own marketing or advertising. We disclose it only to service providers who help us complete your order (for example payment processing, shipping and fulfilment, hosting and customer support), or where the law requires.

Personal Information We Collect or Process

When we use the term “personal information,” we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

• Contact details including your name, address, billing address, shipping address, phone number, and email address.
• Payment information including transaction details, form of payment and payment confirmation. Card numbers are entered on the payment gateway’s secure page and are not stored by us.
• Account information including your username, password, preferences and settings.
• Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
• Health-related information such as the audiogram or hearing details you choose to share so that we can program your hearing aids.
• Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
• Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
• Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

• Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information.
• Automatically through the Services including from your device when you use our products or services or visit our website, and through the use of cookies and similar technologies.
• From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf.

How We Use Your Personal Information

• Provide, Tailor, and Improve the Services. To provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to program your hearing aids, to remember your preferences, to send notifications related to your account and orders, to process purchases, returns, exchanges or other transactions, to manage your account, to arrange shipping, and to improve the Services.
• Communicating with You. To provide customer support, to be responsive to you, and to maintain our business relationship with you. We may send you promotional emails about our own products, and you can unsubscribe at any time using the link in the email. If you opt out, we may still send non-promotional emails, such as those about your account or orders.
• Security and Fraud Prevention. To authenticate your account, to provide a secure payment and shopping experience, to detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, and to secure our services. If you register an account, you are responsible for keeping your account credentials safe and should not share them with anyone.
• Legal Reasons. To comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

We disclose your personal information only in these circumstances:

• With Shopify and other service providers who perform services on our behalf, such as payment processing (Telr), shipping and fulfilment (including DHL Express and our fulfilment partner), IT management, hosting, and customer support. They may use your information only to provide those services to us.
• When you direct or ask us to, or otherwise consent to our disclosure of certain information, for example to ship you products.
• In connection with a business transaction such as a merger or bankruptcy, to comply with legal obligations (including responding to subpoenas, search warrants and similar requests), to enforce our terms or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as service providers that may be located in countries other than where you reside, in order to provide the Services to you. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy and the Shopify Privacy Portal.

Cookies

We use cookies and similar technologies to keep our website working (for example to remember your cart), to keep it secure and to understand how visitors use it. Please see our Cookie Policy for the types of cookies we use and their purposes.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. We are not responsible for the privacy policies of websites to which we link. If you provide information to such third parties, different rules regarding the collection and use of your personal information may apply. You should review their privacy and security policies and contact those entities directly if you have any questions about how they use the information they collect. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators.

Children’s Data

The Services are not intended to be used by persons under 18 years of age, and we do not knowingly collect any personal information about them. If you are the parent or guardian of a child who has provided us with personal information, you may contact us using the details below to request that it be deleted.

Security and Retention of Your Information

We take appropriate steps to ensure data privacy and security, including through various hardware and software methods. However, no security measures are perfect or impenetrable, and we cannot guarantee the security of any information that is disclosed online. Any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. These rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

• Right to Access / Know. You may request access to personal information that we hold about you.
• Right to Delete. You may request that we delete personal information we maintain about you.
• Right to Correct. You may request that we correct inaccurate personal information we maintain about you.
• Right of Portability. You may request a copy of the personal information we hold about you and ask us to transfer it to a third party, in certain circumstances.
• Managing Communication Preferences. You may opt out of promotional emails at any time using the unsubscribe option in our emails.

If you reside in the UK or European Economic Area, and subject to exceptions and limitations provided by local law, you may also have the right to object to or ask us to restrict our processing of your personal information for certain purposes, and the right to withdraw your consent where we rely on consent.

You may exercise any of these rights by contacting us using the contact details below. We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we process your request. You may designate an authorized agent to make requests on your behalf, and we may require proof of that authorization. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details below. Depending on where you live, you may also have the right to lodge a complaint with your local data protection authority.

International Transfers

We may transfer, store and process your personal information outside the country you live in, for example through our hosting provider and fulfilment partner. If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms such as the European Commission’s Standard Contractual Clauses, or any equivalent contracts issued by the relevant authority, unless the transfer is to a country determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy and our other website policies and Terms and Conditions from time to time, including to reflect changes to our practices or for operational, legal or regulatory reasons, and to meet requirements and standards. Customers are encouraged to visit these pages regularly. Changes take effect on the day they are posted. We will update the “Last updated” date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please contact us at:

HearUpUSA
Operated by Twela Global L.L.C-FZ
Meydan Grandstand, Dubai, UAE
Email: sales@hearupusa.com
Phone: +1 (361) 418-8369

For the purpose of applicable data protection laws, Twela Global L.L.C-FZ is the data controller of your personal information.