Privacy policy
Version 1.1
Last updated: 7 July 2026
Your privacy is as personal as your pendant
At Ilosya, we do not simply create cremation pendants. Every pendant tells a personal story and is personalised especially for you, for example with a fingerprint, handwriting, photograph or paw print. We understand that the files you share with us often have great emotional value and may even be irreplaceable.
For that reason, we handle your personal data and personal files with the same care, attention and respect as we apply when creating your pendant.
In this Privacy Policy, we explain:
• which personal data we process;
• why we process this data;
• how we protect your data;
• which parties we work with;
• how long we retain your data;
• which rights you have.
We only process your personal data when there is a valid legal basis for doing so and always in accordance with applicable privacy legislation, including the General Data Protection Regulation (GDPR).
1. Who is responsible for your personal data?
Ilosya is a trade name of DevelopTrend.
DevelopTrend
Trading under the name Ilosya
Verlengde Poolseweg 16
4818 CL Breda
The Netherlands
Chamber of Commerce number: 20158964
VAT number: NL002196079B82
Email address: support@ilosya.com
DevelopTrend is the controller responsible for all personal data processed through Ilosya.
2. When does this Privacy Policy apply?
This Privacy Policy applies to all processing of personal data through Ilosya, including when you:
• visit our website;
• order a cremation pendant;
• upload a personal file;
• create an account;
• contact us;
• write a review;
• subscribe to our newsletter;
• participate in a promotion;
• use our customer service;
• visit our social media channels;
• otherwise use our services.
This Privacy Policy applies to all language versions of our website.
3. Which personal data do we process?
We only process personal data that is necessary for our services.
Depending on how you use our website, we may process the following categories of personal data.
3.1 Identity details
When you place an order or contact us, we may process, among other things:
• first and last name;
• company name, if applicable;
• billing address;
• delivery address;
• postal code;
• city;
• country;
• email address;
• telephone number, if provided.
3.2 Order details
When you order a cremation pendant, we may process, among other things:
• order number;
• order date;
• selected pendant;
• selected version;
• colour;
• chain length;
• engraving;
• font;
• any remarks;
• selected shipping method;
• payment status;
• Track & Trace details.
3.3 Personal files
To personalise your pendant, you may upload personal files.
Depending on your order, we may process, among other things:
• photographs;
• fingerprints;
• handwriting;
• paw prints;
• texts;
• illustrations;
• drawings;
• other images.
These files are processed only for the execution of your order and for the purposes described in this Privacy Policy.
3.4 Communication
When you contact us, we may process, among other things:
• emails;
• contact forms;
• any attachments;
• customer service history;
• warranty requests;
• return requests;
• repair requests.
3.5 Payment details
Ilosya never receives your full credit card details.
Payments are processed securely by our payment partners. We only receive the information necessary to correctly process your order, such as:
• payment method;
• payment status;
• transaction reference;
• payment provider.
3.6 Newsletter
When you subscribe to our newsletter, we process:
• email address;
• subscription time;
• IP address, if available;
• consent;
• newsletter interactions.
Ilosya currently uses a single opt-in. You can unsubscribe at any time using the unsubscribe link at the bottom of every newsletter.
3.7 Reviews
When you leave a review, we may process:
• name or review name;
• review text;
• rating;
• date;
• any photographs posted.
3.8 Technical data
When you visit our website, certain data may be collected automatically, including:
• IP address;
• browser type;
• device;
• screen resolution;
• operating system;
• language settings;
• pages visited;
• date and time of visit;
• referring website;
• cookie IDs;
• session data.
This data is mainly used for security, analysis and improvement of our website.
4. Why do we process your personal data?
We only process personal data when there is a legal basis for doing so.
Depending on the situation, we process your data for one or more of the purposes listed below.
Execution of your order
To create your cremation pendant, we process, among other things:
• your personal data;
• personal files;
• order details;
• shipping details.
Without this data, we cannot fulfil your order.
Personalising your pendant
We use your personal files only to carefully personalise your pendant. This includes, among other things:
• preparing the engraving;
• optimising photographs;
• improving contrast;
• cropping;
• quality control;
• production.
Contacting you
We use your data to:
• answer questions;
• request additional information;
• inform you about your order;
• request a better photograph or fingerprint;
• provide warranty support;
• carry out repairs.
Shipping
We process your address details in order to ship your order safely.
Payments
We process payment information so that your payment can be processed securely and linked to your order.
Customer service
To help you as well as possible, we retain relevant communication about your order.
Newsletters
When you have given consent or when legally permitted, we use your email address to send newsletters, inspiration and product information.
You can unsubscribe free of charge at any time.
Reviews
After receiving your order, we may invite you to leave a review. This helps future customers make a choice and enables us to further improve our services.
Improving our website
Through analysis, we continuously improve:
• usability;
• speed;
• security;
• navigation;
• performance of our online store.
Security and fraud prevention
We process certain data to:
• prevent fraud;
• prevent misuse;
• secure our systems;
• identify suspicious activity;
• protect the safety of our customers and employees.
5. How do we handle your personal memories?
Many customers entrust us with files that have great emotional value. Examples include:
• the last photograph of a loved one;
• a handwritten message;
• a fingerprint;
• the paw print of a beloved pet.
We realise that these files are often irreplaceable. That is why we handle them with extra care.
We use your personal files only for:
• creating your pendant;
• quality control;
• warranty;
• repairs;
• a repeat order if you request one.
We never sell your files to third parties.
We never use your files for AI training, machine learning or commercial datasets.
If we wish to use photographs of a finished pendant for our website or social media, we will always ask for your prior consent when recognisable personal data or images are visible.
6. On which legal bases do we process your data?
We only process personal data when there is a legal basis for doing so.
Depending on the situation, we process personal data on the basis of:
• performance of the contract;
• a legal obligation;
• a legitimate interest;
• your consent.
We never process more personal data than is necessary for the purpose for which it was collected.
Where consent is the legal basis, you may withdraw that consent at any time. This does not affect the lawfulness of processing that took place before consent was withdrawn.
7. With whom do we share your personal data?
We never sell your personal data to third parties.
We only share your personal data when this is necessary for the performance of our services, when we are legally required to do so or when you have given your consent.
Where legally required, we enter into appropriate arrangements with every party that processes personal data on behalf of Ilosya in order to protect your data carefully.
8. Our processors and service providers
Depending on your order, personal data may be processed by the categories of service providers listed below.
Shopify
Our online store runs on the Shopify platform. Shopify processes, among other things:
• order details;
• customer details;
• account information;
• payment information;
• technical data;
• website data.
Shopify provides appropriate security measures to protect personal data. More information is available at: https://www.shopify.com/legal/privacy
Shopify Markets
When you visit our website from another country or place an international order, Shopify Markets may process your data to:
• display the correct language;
• show local currency;
• calculate taxes;
• enable international shipping.
Shopify Payments
When you pay via Shopify Payments, payment details are processed by Shopify Payments and its payment partners. Ilosya never receives your full credit card details.
MultiSafepay
When you pay via MultiSafepay, only the necessary payment details are processed to carry out your payment securely.
PayPal
When you choose PayPal, your payment details are processed in accordance with PayPal's privacy policy.
Klarna
When you choose Klarna, personal data may be processed to:
• process your payment;
• carry out a creditworthiness check where necessary;
• prevent fraud.
Credit card companies
Depending on your selected payment method, payment details may be processed by, among others:
• Visa;
• Mastercard;
• American Express;
• Maestro.
Apple Pay
When you pay with Apple Pay, the payment is processed in accordance with Apple's terms and privacy policy. Ilosya does not receive full card details.
Google Pay
When you pay with Google Pay, the payment is processed in accordance with Google's terms and privacy policy. Ilosya does not receive full card details.
iDEAL
For payments via iDEAL, payment details are processed through your own bank and the selected payment provider.
Bancontact
For Belgian customers, payments may be processed via Bancontact.
9. Klaviyo
We use Klaviyo for our email marketing.
Through Klaviyo, we may process, among other things:
• email address;
• newsletter subscription;
• opened emails;
• clicked links;
• preferences;
• newsletter interactions.
We use this information only to send more relevant communication and improve our services.
You can unsubscribe at any time using the unsubscribe link at the bottom of every newsletter.
10. Meta
We use the Meta Pixel and the Meta Conversions API.
With these tools, we can, among other things:
• analyse website visits;
• improve advertisements;
• show advertisements to visitors who have previously visited our website;
• measure advertising performance.
Meta may use cookies and similar technologies for this purpose. More information can be found in Meta's privacy policy.
11. Google
We use various Google services, including:
• Google Analytics 4;
• Google Tag Manager;
• Google Ads Conversion Tracking.
These services help us to:
• analyse visitor behaviour;
• improve advertisements;
• measure the performance of our website;
• detect errors on the website.
Where legally required, we ask for your prior consent through our cookie banner.
12. Trustpilot
After you have received your order, we may invite you to leave a review via Trustpilot.
For this purpose, the following data may be shared, among other things:
• name;
• email address;
• order reference.
Trustpilot processes this data in accordance with its own privacy policy.
13. Carriers
To deliver your pendant, we only share the data necessary for delivery.
Depending on the chosen destination, the following data may be shared, among other things:
• name;
• delivery address;
• email address;
• telephone number, if necessary or provided by you;
• order reference.
14. Legal obligations
In exceptional cases, we may provide personal data when we are legally required to do so.
For example, at the request of:
• supervisory authorities;
• police;
• judicial authorities;
• tax authorities;
• other competent authorities.
We never provide more data than necessary.
15. International transfers of personal data
Ilosya is based in the Netherlands but works with international service providers. As a result, personal data may be processed outside the European Economic Area (EEA).
When personal data is processed outside the EEA, we ensure that appropriate safeguards are in place. This may be done, for example, through:
• an adequacy decision by the European Commission;
• Standard Contractual Clauses (SCCs);
• other legally recognised safeguards.
16. How long do we retain your data?
We never retain personal data for longer than is necessary for the purpose for which it was collected, unless a longer retention period is required by law.
The exact retention period depends on the type of data.
Order details
Order details are retained for as long as this is necessary for:
• performance of the contract;
• administration;
• warranty;
• statutory retention obligations.
Personal files
Photographs, fingerprints, handwriting, paw prints and other personal files may be retained for as long as this is reasonably necessary for:
• providing warranty support;
• carrying out repairs;
• enabling repeat orders at the customer's request;
• quality control;
• customer service;
• handling disputes;
• complying with legal obligations.
When these purposes have expired and there is no statutory retention obligation or other valid legal basis, the files will be deleted or anonymised.
Ilosya uses these files only for the purposes listed above and processes them with the greatest possible care.
Newsletter data
Newsletter data is retained until you unsubscribe or ask us to delete your data.
Customer service
We retain correspondence with our customer service for as long as necessary to:
• answer questions;
• handle complaints;
• carry out warranties;
• comply with legal obligations.
Cookies
Cookie retention periods differ per type of cookie. More information can be found in our Cookie Policy.
17. How do we protect your data?
We take appropriate technical and organisational measures to protect your personal data against:
• loss;
• unauthorised access;
• misuse;
• alteration;
• disclosure;
• destruction.
Our security measures include, among other things:
• encrypted connections (SSL/TLS);
• secure servers;
• access restrictions;
• strong password protection;
• periodic software updates;
• security monitoring;
• limited employee access;
• cooperation with carefully selected service providers.
Despite these measures, no system can guarantee complete security. We therefore continue to improve our security on an ongoing basis.
18. Cookies and similar technologies
Ilosya uses cookies and similar technologies to ensure that our website functions properly, to improve your user experience and to gain insight into the use of our online store.
A cookie is a small text file that is stored on your device during your visit.
We distinguish between different types of cookies.
18.1 Necessary cookies
These cookies are necessary for the functioning of our online store. Without these cookies, essential parts of the website will not work properly.
These include, for example, cookies for:
• shopping cart functionality;
• security;
• login;
• payment processes;
• language settings;
• fraud prevention.
Consent is not required for these cookies.
18.2 Analytical cookies
Analytical cookies give us insight into the use of our website.
With these cookies, we can analyse, among other things:
• which pages are visited;
• how visitors navigate;
• which functions work well;
• where improvements are possible.
For this purpose, we use, among other things:
• Google Analytics 4.
Where legally required, we ask for your prior consent.
18.3 Marketing cookies
Marketing cookies and similar technologies help us show more relevant advertisements.
This may help us prevent you from repeatedly seeing the same advertisements or allow us to show products that relate to your previous visit to our website.
For this purpose, we use, among other things:
• Meta Pixel;
• Meta Conversions API;
• Google Ads.
These cookies and similar technologies are only used after you have given your consent.
18.4 Cookie preferences
Ilosya uses Shopify Consent to manage your cookie preferences.
You can change your preferences or withdraw previously given consent at any time.
More information about cookies can be found in our separate Cookie Policy.
19. Your privacy rights
Depending on your country of residence and applicable law, you have various rights regarding your personal data.
We handle every request carefully and respond within the legally prescribed period.
19.1 Right of access
You have the right to know which personal data we process about you.
19.2 Right to rectification
If your personal data is incorrect or incomplete, you can ask us to correct it.
19.3 Right to erasure
You can request deletion of your personal data when:
• it is no longer necessary;
• you withdraw your consent;
• processing appears to be unlawful;
• the law requires this.
We may retain certain data when we are legally required to do so or when we have a legitimate interest.
19.4 Right to restriction
You can request that the processing of your personal data be temporarily restricted.
19.5 Right to data portability
You have the right to receive your personal data in a commonly used digital format or, where technically possible, to have it transferred directly to another party.
19.6 Right to object
You have the right to object to certain processing of personal data.
When we process personal data on the basis of a legitimate interest, we will assess whether your interests outweigh ours.
19.7 Withdrawal of consent
Where personal data is processed on the basis of your consent, you may withdraw that consent at any time.
This does not affect processing that took place before consent was withdrawn.
19.8 Newsletter
You can unsubscribe from our newsletter at any time using the unsubscribe link at the bottom of every email or by contacting us.
20. Exercising your rights
Do you want to exercise one of the rights listed above?
Please contact us at: support@ilosya.com
To protect your privacy, we may ask you to confirm your identity before we carry out your request.
We will respond as soon as possible and within the statutory period at the latest.
21. Children's privacy
Our website and services are not aimed at children under the age of 16.
We do not knowingly collect personal data from minors without the consent of a parent or legal representative.
If you suspect that we have unintentionally collected personal data from a minor, please contact us immediately so that we can take appropriate measures.
22. California (CCPA)
If you live in the US state of California, additional privacy rights may apply under the California Consumer Privacy Act (CCPA), to the extent that this law applies to your situation.
Depending on the applicable law, you may have, among other things, the right to:
• information about the personal data collected;
• deletion of personal data;
• correction of personal data;
• restriction of certain types of data sharing.
Ilosya does not sell personal data to third parties.
If you wish to exercise your rights under the CCPA, you can contact us at support@ilosya.com.
23. Automated decision-making
Ilosya does not make decisions based solely on automated processing where such decisions have legal effects or otherwise significantly affect you.
Personal files are always reviewed by an employee before production of your pendant begins.
24. Links to other websites
Our website may contain links to third-party websites.
Ilosya is not responsible for the content, security or privacy policy of these external websites.
We recommend that you always read the privacy policy of the relevant website.
25. Changes to this Privacy Policy
Privacy legislation and our services may change in the future. We may therefore update this Privacy Policy from time to time.
The most recent version will always be published on our website.
The date at the top of this document indicates when this Privacy Policy was last updated.
In the event of significant changes, we will inform you when we are legally required to do so.
26. Contact
Do you have any questions about this Privacy Policy or about the way Ilosya handles your personal data?
Please feel free to contact us.
Ilosya
Trade name of DevelopTrend
Verlengde Poolseweg 16
4818 CL Breda
The Netherlands
Email: support@ilosya.com
27. Complaints
We are happy to help if you have any questions or concerns about your privacy.
If we cannot resolve the matter together, you have the right to lodge a complaint with the competent supervisory authority.
For the Netherlands, this is the Dutch Data Protection Authority (Autoriteit Persoonsgegevens).
We would appreciate it if you contact us first, so that we can look for an appropriate solution together.
28. Final provisions
1. This Privacy Policy forms an integral part of Ilosya's Terms and Conditions, Cookie Policy, Return & Refund Policy and Shipping Policy.
2. If any provision of this Privacy Policy is found to be invalid or unenforceable, the remaining provisions will remain fully in force.
3. This Privacy Policy is governed by Dutch law, unless mandatory law of your country of residence provides otherwise.
4. In the event of differences between translations of this Privacy Policy, the Dutch version shall prevail.