Privacy Policy
Your Privacy Matters at Onward Life
At Onward Life, the protection of your personal data is an essential principle of how we operate. Whenever you visit our website, create an Onward Life Identity account, interact within our community features, or purchase our products or services, you should feel confident that the information you share with us remains secure and is handled with respect. Your trust matters to us, and we take every step necessary to safeguard your privacy.
We only process personal data when it is needed for clear and legitimate purposes. When you create your Onward Life Identity, we require certain information so your account can function reliably across the Onward Life ecosystem. Your username cannot be changed once created, and we handle your account details with strict security measures. Whenever you place an order, we use your information to process payments, prepare shipments, and ensure that your delivery partners receive exactly the details they need to bring your order to the correct address. When you buy a product such as a rugged smartphone, we may link the IMEI or other device identifier to your purchase to verify product authenticity and support you with replacement, repair or guarantee services. When you contact our support team, we use your information only to assist you with your request. As Onward Life grows and introduces additional features, products and community services, we continue to handle personal data only to the extent necessary to deliver those services securely and professionally.
We protect your data using modern technical and organizational measures. All personal data is stored exclusively within the European Union, using secure, encrypted systems, and strict internal access controls. Only authorized employees who need certain information to perform their tasks — for example to prepare an order, handle a guarantee case or respond to a request — receive access to it. Your data remains within the EU at all times, without exception.
Because the GDPR requires transparency, we want to explain the reasons why we process your data. Most of the data we handle is necessary to perform the contract with you — such as processing your order, managing your account, providing your Onward Life Identity login, delivering your products, or supporting you with guarantee or after-sales services. Some information must be stored because legal obligations require it, such as keeping invoices and payment records for several years for tax and accounting compliance. In certain areas, we process data because we have a legitimate interest in ensuring the security of our systems, preventing fraud, improving our platform, moderating community interactions, providing customer service, and maintaining a stable and reliable user experience. These interests are always balanced carefully against your privacy. If you ever give us consent — such as when optional communication channels or opt-in features are introduced — you may withdraw that consent at any time.
We only share your personal data with third parties when this is genuinely necessary. This includes logistics partners such as DHL or UPS, who need your delivery information to bring your order to you; payment service providers who process your transactions and apply fraud-prevention mechanisms; IT service providers who keep our infrastructure operational and secure; and communication providers such as SendGrid and Twilio, who help deliver necessary messages about your orders or account. External platforms like Google Business, Google Maps or Trustpilot are never given your data by us. If you choose to write a review on one of these external platforms, you do so using your own account on those services, and your data there is handled solely under the privacy rules of those platforms, not ours. We have no control over what those platforms do with the information you provide to them. The same applies to all partners we work with: each has its own legal responsibilities and its own privacy standards, and we never grant them access to more information than they strictly need.
We Do NOT Sell Your Data — Ever
We do not sell your personal data under any circumstances. We do not provide your data to advertisers, data brokers, or any unrelated companies. We only share information with service providers who are directly involved in delivering our products or services to you, and only to the extent necessary for that purpose. If an official authority or legal institution requires us to provide information, we comply only with what the law obliges us to share — no more than that. Your personal data is never passed on without a justified legal reason or a clear operational necessity.
Our data storage practices are designed to retain information only as long as required. Order and payment information is kept for the statutory periods required by tax authorities. Information related to guarantee and after-sales support is stored only for the time needed to fulfill those obligations. For smartphones and similar devices, the IMEI or serial number linked to your purchase is kept for verification and support purposes during your guarantee periods, which are twelve months for devices and included accessories, and six months for spare parts. Communications with our support team are kept only as long as they remain relevant and then are deleted or anonymized. If you choose to delete your Onward Life account, we remove all the information that we are not legally required to retain. Should you have posted comments or reviews on our website, the content may remain visible, but any personal identifiers will be replaced with a neutral profile unless removal is required.
You have full rights over your personal data. You may ask us at any time which data we store about you and why we process it. You may request corrections to inaccurate information, request deletion of data under permitted circumstances, request restrictions on how certain information is used, or request a portable copy of the data you have provided. You may also object to processing based on our legitimate interests, and you may withdraw any consent you have given us. Before acting on such a request, we may ask for identification to ensure that your personal data is never disclosed to anyone else.
If you have any questions regarding this Privacy Policy or wish to exercise your data protection rights, you can contact us through our dedicated data protection email address. We will respond promptly and do our best to address your request. If you believe your data has not been handled in accordance with the law, you may also contact the data protection authority in your EU member state.
Cookies. Practical Helpers — not actual snacks.
At Onward Life, we also use cookies when you visit our website. Unfortunately, not the kind you can dip into tea — no chocolate chunks, no gingerbread, no crumbs on your keyboard. Just tiny, temporary text files that your browser knows how to handle.
These cookies make your visit smoother and more convenient. Thanks to them, you don’t have to fill in the same information every time you return, your shopping cart doesn’t disappear between clicks, and your chosen language or settings stay exactly the way you left them. Quite practical, right? They also help us understand, in a simple and privacy-friendly way, how our pages are used, so we can make our website easier, faster and more pleasant to navigate.
Unlike many other companies, we do not use the information from cookies for marketing purposes. No personalized ads, no tracking profiles, no selling or passing cookie data to advertisers. The cookies we use are there so our website works properly and feels comfortable to use — nothing more.
If you don’t like cookies, you can disable them in your browser at any time. Our website will continue to work, although some functions may behave a little differently. To keep everything transparent, we show a small notice so you always know that cookies are being used.
Ordering and Pre-ordering
When you place an order at Onward Life, certain information is necessary so that everything runs smoothly, from payment to delivery to the final receipt in your hands. Because we operate entirely online, the details you provide form the basis for your order, your invoice and the preparation of your shipment. If you decide to pre-order a product or to be informed about future availability, we also use your information so we can update you when the item is ready or back in stock — but only if you have asked us to do so.
To prepare and complete your purchase, we need to know who you are and where your order should go. The details you provide in your Onward Life Identity — such as your name and address — allow us to create an accurate invoice and ensure that DHL or UPS can deliver your package without confusion or delay. Your invoice and order data must remain unchanged once the purchase has been processed, both for legal and accounting reasons. A correct address is essential not only for delivery but also for documentation, warranty and after-sales support later on.
Your telephone number helps us reach you directly if we need to clarify something about your order or if a delivery partner requires additional information. Your email address is used to send you confirmations, updates, invoices or — if you request it — a notification when a product becomes available again. We do not use your email address for any marketing purposes unless you explicitly ask for that in the future.
For payments, we work with a secure environment and handle each transaction with care. When you pay using the methods supported through our provider, Stripe, your sensitive payment details are processed directly by Stripe according to their own security standards. We do not see or store the full payment data ourselves; we only receive the confirmation that your payment has been completed so we can proceed with your order. If a refund is ever needed, we use only the information required to return the payment to you and nothing more.
For certain products, especially smartphones, we store identifying device information like IMEI numbers or serial numbers together with your order. We do this so that we can verify warranty eligibility, provide support in case of technical issues, and help you prove ownership if the device is ever claimed to be lost or stolen. These identifiers are handled with the same level of protection as all your other personal data and remain within the EU at all times.
In the online world, we cannot recognize you by your face, so your IP address helps us maintain the security of our platform and ensure that your account and orders are processed safely. It helps us detect unusual activity, protect your Onward Life Identity login, and keep our systems stable.
We only request information that is necessary for a clear purpose: creating your account, processing your purchase, delivering your order, handling returns or guarantees, or keeping you updated when you explicitly ask us to. Nothing more.
Delivery — getting your order to you safely and reliably
Once you place an order with Onward Life, our goal is simple: make sure your package reaches the right place, in good condition, and without unnecessary delays. To do this, we rely on the information you provide in your account. Your name and address allow us to prepare the shipment correctly and ensure that our delivery partners — such as DHL and UPS — know exactly where to bring your order. A clear and accurate address is essential so that your package arrives without complications.
Your telephone number helps us or the delivery service contact you if something needs clarification along the way. In some situations, your delivery partner may send you a short message or call you if there is a question about the delivery or if additional confirmation is needed. Your email address is used to send you tracking information, updates about the shipment status, and any delivery-related notices, such as expected arrival windows, depot processing information or handover attempts. These messages are important so that you can follow your order and ensure that you or someone you trust is available to receive it.
All the information we use for delivery serves one purpose: to make sure your order reaches you smoothly. We do not use your phone number or email address for marketing or advertising. We share your necessary delivery details only with the logistics companies involved in bringing your order to you, and nowhere else.
Returns and repairs — helping you as quickly and smoothly as possible
If something is wrong with a product you purchased from Onward Life, you naturally want the issue resolved without delay. Whether you changed your mind and want to return your order within the cooling-off period, or your device has developed a fault and needs attention, we handle every case as quickly and clearly as we can. Products with manufacturing defects are replaced by us, and for damage caused by accidental or improper use, we offer repair options through our authorized EU repair partner.
To process a return or repair request, we need enough information to confirm the purchase and identify the correct product. Your order details allow us to verify your claim and understand exactly what you bought from us, while your address information helps us ensure that the product in question was indeed shipped to you. We may also use your telephone number or email address to communicate about the next steps, provide you with a return label, clarify the condition of the product, or update you about the repair process. All communication regarding returns and repairs is strictly service-related; we never use this information for promotional messages.
When a device requires technical inspection, especially smartphones and similar electronics, we may ask for certain details such as the model, serial number or IMEI, so we can confirm the identity of the device and determine whether it is still under our commercial guarantee. These identifiers also help our repair partner understand exactly which device they are working with.
For repairs that need access to the operating system, such as diagnostics or functionality testing, we may ask you to disable any screen locks, PIN codes or biometric protections before sending us the device. This is to ensure that the technicians can access the device without storing or transmitting any of your personal credentials. We will never ask for your account passwords, and we strongly recommend backing up your data and removing or logging out of personal accounts before sending a device for assessment or repair.
If the issue qualifies for your commercial guarantee — twelve months for devices and included accessories, or six months for spare parts — we will replace the device or component according to our policy. If the damage is due to accidental use, physical damage or circumstances outside the guarantee, we offer repair options through our EU repair centre, where you will be informed about the costs before anything is carried out.
Our goal is to make every return and repair process as straightforward as possible, with clear communication and the least inconvenience for you. The information you share with us is used strictly to resolve your request and nothing more.
Reviews and customer feedback — helping us improve our services
At Onward Life, we value honest feedback because it helps us understand what works well and where our services can still improve. When you share your experience, whether it’s about a delivery, a product you purchased, or your interaction with our customer support, it guides us in making Onward Life better for everyone. You can leave reviews directly on our website under your Onward Life Identity, and other customers can use your experience to make informed decisions. You are also free to share your opinion on independent platforms such as Google Business, Google Maps or Trustpilot using your own accounts, where your information is handled under their respective privacy rules.
We do not send automated satisfaction surveys or promotional emails, and we do not contact you for marketing-related reviews. If in certain situations we reach out to clarify a service experience or to understand a specific issue you faced, this communication is always directly related to your request or the product you purchased and never for advertising purposes. You are never obligated to provide feedback, and choosing not to share your experience will never affect the service you receive from us.
Because our community features allow users to interact, share posts and express opinions, you may also choose to engage with other customers directly through your profile. Everything you decide to share publicly is entirely your choice, and you can manage how visible your information is within your account settings.
Cookies and website improvement — making things work better, not tracking you
We continuously work to make our website smoother and more enjoyable to use. To do that, we rely on certain cookies that help us understand how our pages are visited and used, but always in a way that respects your privacy. These cookies allow us to see, in general terms, which parts of the site are most visited, whether pages load reliably, and how people navigate through the platform. This helps us make improvements, fix issues and ensure that everything functions the way it should.
The information we gather through these cookies is used solely to improve the technical performance and usability of our website. We do not use cookie data for marketing, do not create advertising profiles, and do not combine this information with external tracking tools. Your browsing behavior is not shared with advertisers or sold to any third parties.
Cookies are small helpers that let us refine the experience, keep features stable, and ensure that navigating Onward Life feels smooth — nothing more.
Contacting our customer service — here to help whenever you need us
Whenever you contact Onward Life — whether you need help with an order, want to report an issue, or simply have a question about one of our products or services — we want the process to feel clear and uncomplicated. You can reach us by email or by phone, and over time we will also integrate dedicated support tools into your Onward Life Identity account. We assist you directly, and your request is handled by our customer service team, not through third-party platforms.
To support you properly, we may need certain details such as your name, your order information, your address, your phone number, or other information related to your request. This helps us understand your situation and respond accurately without asking you to repeat everything again. Our team keeps internal notes for continuity, so whoever helps you next can see what has already been discussed.
We also maintain official pages on platforms such as Facebook, Instagram and Twitter. These channels are used to share news, updates and marketing posts about our products and services. You are always welcome to follow us there, but we do not handle customer service requests through those platforms, nor do we access or process your personal data from them. If you comment, like or interact with our posts, the data is handled under the privacy rules of the respective social networks. When you click a link on one of our social media posts and arrive on our website, no personal information is transferred to us from the platform unless you choose to provide it directly.
Any communication you have with our customer service team — whether by email, phone or through future features in your account — is used solely for resolving your question, processing returns or repairs, or providing information you specifically request. We do not use customer service data for advertising or profiling. After a request is fully resolved, we keep communication only as long as it remains necessary, after which it is deleted or anonymized.
Our goal is always to help you efficiently, clearly and respectfully, while keeping your personal data protected at every step.
Visiting the Onward Life website — how we handle data while you browse
When you visit the Onward Life website, certain technical data is processed automatically so the platform can function properly. Cookies and similar technologies help your browser remember essential information, such as the items in your shopping cart, your login status in the Onward Life Identity, or the language you selected. These small tools ensure that the website works smoothly and that basic features remain stable from one page to the next.
We also use cookies to keep our site secure and to understand, in a generalized and privacy-friendly way, how visitors move through the website. This helps us improve speed, fix technical issues and design pages that are easier to use. We do not track your behavior for advertising, do not use marketing cookies, and do not create profiles based on your browsing. Your clicks, searches and navigation paths are not used for targeted ads, personalized marketing or social media tracking. No third-party advertising networks receive information about your visit on our website.
If you want to limit or block cookies, your browser gives you full control to do so at any time. Most features will still work, although some parts of the website may behave differently without them. To keep things transparent, we display a notice on the site so you know that essential cookies are being used while you browse.
Your Onward Life Identity — your place for everything related to your orders and services
Creating an Onward Life Identity gives you a secure and convenient way to use all of our services. Your account allows you to manage your orders, view invoices, check return or repair status and access the community features we offer. Because your Onward Life Identity works across our entire platform, you don’t have to enter the same information every time you want to place an order or use one of our services.
Your account contains the information you provide when you register or make a purchase, such as your name, your address and the details of your orders. We use your name and address to prepare invoices and deliver your purchases correctly, and this information is stored so that you can always revisit your previous orders whenever you need them. Naturally, invoices cannot be changed afterwards, as they form part of legally required documentation.
Your email address acts as the unique login identifier for your account and is used to send essential service-related information, such as order confirmations, return instructions or updates about your delivery. We do not use your email address for marketing purposes unless you explicitly choose to receive such messages in the future. Your phone number, if you choose to provide it, helps us or our delivery partners contact you when something needs clarification, such as a delivery question or a return arrangement.
Your password is stored in an encrypted and irreversible format so that even we cannot see it. Our systems simply check whether the encrypted version of the password you enter matches the encrypted version we originally stored. This ensures that your account remains secure while keeping your actual password private. We always recommend using a strong and unique password for additional protection, and you may also choose to enable two-step verification.
Within your account, you can find your previous order numbers, which help us locate your purchase quickly if you ever contact customer service. You can also follow the status of returns or repairs through reference numbers assigned to those cases, so you always know where things stand. As our services expand, your Onward Life Identity will also become the place where you manage your community presence, such as profile details, avatars and interactions with other users — for which you remain fully in control.
All data stored in your account remains within the European Union and is protected using the same strong safeguards applied across all our systems. The purpose of storing this information is simple: to make your experience smoother, to allow us to fulfill our obligations to you and to ensure that your orders, returns and services can be handled reliably.
Emails you receive from us — only what is necessary
At Onward Life, we keep email communication simple. We only send you messages that are genuinely needed for the services you use. When you place an order, request a return, or need information about a repair or guarantee, you will receive the emails required to keep you updated. These messages may include confirmations, shipping updates, instructions, or important notices about the status of your product or service. We do not use these emails for advertising or promotional content, and we do not personalize them based on your browsing behavior or purchase history.
We use trusted partners like Twilio SendGrid to deliver service-related emails securely and reliably. These partners process your email address only so that the message can reach you, and not for any other purpose.
Our goal is to communicate clearly and only when it matters — without flooding your inbox.
Sales promotions — participating and staying informed
From time to time, Onward Life may run promotions, special offers, or campaigns where customers can take part, receive discounts, or qualify for certain benefits. When you choose to participate in such an activity, we ask for basic information such as your name, email address or telephone number so we can manage the promotion properly. This allows us to confirm your participation, contact you if your entry requires follow-up, inform you about a result, or process a reward that belongs to the campaign. The information you provide is used strictly for handling the promotion itself, as well as for evaluating how well the campaign worked so we can improve future activities. We do not use promotion data for advertising and do not share it with parties who have no role in delivering the promotion.
Your participation in any campaign is always voluntary, and we respect your privacy at every step. The data you share for promotions is handled with the same care and legal protections as all other information you entrust to us.
Protection and Security — keeping Onward Life safe for everyone
At Onward Life, we take the security of our platform, our services and our customers seriously. Even though we do not operate physical stores or public Wi-Fi networks, our online systems must remain safe, stable and protected against misuse. To achieve this, certain technical data is processed automatically when you use our website or log in to your Onward Life Identity. These include essential security cookies, session information and fraud-prevention signals that help us recognize unusual activity, protect your account and ensure that orders are placed legitimately.
Our payment partner, Stripe, also uses secure and industry-standard fraud-detection mechanisms to protect both you and us from unauthorized transactions. This involves the processing of limited technical data, such as device information and session identifiers, so that suspicious patterns can be identified and blocked. We do not use this information for marketing or profiling; it is used strictly for security and payment verification.
In certain cases, we may need to examine account activity or order information to investigate or prevent fraud, abuse or violations of our terms. This happens rarely and only when there is a clear and legitimate reason. If a legal authority requires information from us, we only provide the minimum data that the law obliges us to share — never more than that.
Our goal is to ensure that Onward Life remains a safe environment where you can shop, manage your account and use our services with confidence, knowing that your data is protected at every step.
Social media — staying connected without sharing your data
Onward Life maintains official pages on platforms such as Facebook, Instagram and Twitter to share updates, news, product information and general marketing content. These channels help us stay in touch with our community and allow customers to discover our products or visit our website through posts, videos or advertisements. The ads we run on these platforms are general promotional campaigns and are not targeted using your personal data from Onward Life. We do not upload customer lists to social media, do not run personalized ads based on your purchases, and do not link your Onward Life Identity with your social media profiles.
If you interact with our posts — for example by liking, commenting or sharing them — the information that the platform processes is handled entirely under that platform’s own privacy policy. We do not receive your personal data from these interactions, and no tracking information from social networks is imported into your Onward Life account or used to modify your experience on our website.
While you are always welcome to follow our pages and stay updated through social media, all customer service requests, order questions or account matters are handled directly through our support channels rather than through social media messaging. This ensures that your data stays protected and that your requests receive proper attention.
Business and enterprise orders — tailored assistance for professional customers
Onward Life also supports companies and organizations that wish to purchase products for their employees, arrange corporate gifts or request larger quantities of devices. To make this easy, we provide a dedicated enterprise page on our website where business customers can submit their inquiries through a secure form. In this form, we ask only for the information needed to understand the request and respond appropriately — such as the company’s name, the contact person’s details, the type of products required and the approximate quantity.
We use this information solely to prepare quotations, discuss options, offer suitable pricing for enterprise orders and coordinate the fulfillment of any resulting purchase. The personal data of the company representative, such as their email address or phone number, is used only to communicate about the request, provide a proposal or manage the order. These details are handled with the same care and protection as all customer information and are not used for advertising or unrelated purposes.
If a company chooses to place an order, we process the business billing information (for example, company name, VAT ID and billing address) so that we can issue a legally correct invoice and fulfill our accounting obligations. We do not carry out credit checks, do not operate a separate business customer program and do not send business newsletters. Business data is shared only with the partners necessary to complete the order — such as our delivery services — and never with third parties who are not involved in providing the service.
Our aim is to offer enterprise customers a smooth and professional experience while ensuring that all personal and company data remains well protected and used only for the purposes for which it was provided.
Reporting a security vulnerability
The security of our systems and the protection of our customers’ data are very important to us. If you discover a technical vulnerability in one of our services or systems, we appreciate it greatly if you let us know so we can fix it as quickly as possible. By reporting such issues to us responsibly, you help keep Onward Life Platform safer for everyone.
If you suspect that something is not working as it should from a security perspective, you can contact us via a dedicated security email address, for example security@onwardlife.com. Please describe as clearly as you can what you have found, how you encountered it and, if possible, include any relevant technical details or steps that allowed you to reproduce the issue. Screenshots or short videos can also be helpful for our technical team to understand and verify the situation.
While we are investigating your report, we kindly ask you not to share the details of the vulnerability with others and not to attempt to exploit it in any way. This helps prevent harm to other users and ensures that we can close the gap in a controlled and safe manner. Our team will review your message carefully and, where appropriate, will keep you informed about the status of your report and the measures we take to resolve the problem.
We are grateful to anyone who takes the time to draw our attention to a genuine security issue. You are helping us make Onward Life more secure.