DETAILED PRIVACY POLICY
 

Last updated: 7 July 2026
 

1. WHO WE ARE

This is the privacy notice of Fractured Sounds Limited, trading through and operating the website momentsofgrace.online.

In this privacy policy, “we”, “our” and “us” refer to Fractured Sounds Limited.

Fractured Sounds Limited is a company registered in the United Kingdom under company number 17323377.
 

Registered office:
52 Pinner High Street
Pinner
Middlesex
HA5 5PW
United Kingdom
 

Website: momentsofgrace.online

Customer service and privacy enquiries: admin@momentsofgrace.online

For the purposes of applicable data-protection law, Fractured Sounds Limited is the controller of personal information collected through momentsofgrace.online, except where another organisation acts as an independent controller and explains this in its own privacy notice.
 

INTRODUCTION

This privacy policy explains how we collect, use, store, disclose and protect information about you when you:

• visit momentsofgrace.online;

• create an account;

• join our mailing list;

• contact us;

• purchase or download digital products;

• purchase physical products or print-on-demand merchandise;

• interact with our social-media pages, advertising or promotional material; or

• otherwise use our website, products or services.
   

Personal information means information relating to an identified or identifiable person. Processing includes collecting, recording, organising, storing, changing, retrieving, using, sharing, transferring and deleting personal information.

We take the protection of your privacy and confidentiality seriously. We aim to process your personal information fairly, lawfully and transparently and to use it only for the purposes described in this policy.
 

This privacy policy is intended to comply with applicable United Kingdom data-protection legislation, including the UK General Data Protection Regulation, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations.

We do not sell your personal information for money. We may, however, share information with organisations that provide services necessary for operating our website, processing orders, taking payments, delivering downloads, fulfilling physical orders, analysing website use and communicating with customers.
 

Please read this privacy policy carefully before using the website or providing personal information to us.
 

INFORMATION WE COLLECT
 

Depending on how you interact with us, we may collect the following categories of information.
 

Identity information

This may include:

• your name;

• username or account identifier;

• title;

• date of birth, where genuinely required;

• account details; and

• information used to confirm your identity.
   

Contact information

This may include:

• email address;

• billing address;

• delivery address;

• telephone number; and

• social-media contact information.
   

Order and transaction information
 

This may include:

• products purchased;

• order numbers;

• payment status;

• transaction dates;

• prices and currencies;

• refunds or cancellations;

• download records;

• delivery information;

• communications concerning an order; and

• information required for tax, accounting and fraud-prevention purposes.
   

Payment information
 

Payments may be processed by a third-party payment provider.

We do not ordinarily receive or store your complete payment-card number, card-security code or online banking credentials. Payment providers may provide us with limited information such as:

• payment confirmation;

• payment method;

• the final digits of a payment card;

• billing location;

• fraud-screening results; and

• transaction references.
   

Payment providers process personal information under their own privacy notices and security arrangements.

Delivery and fulfilment information

Where you purchase physical products or print-on-demand merchandise, we may collect and share information required to manufacture, package, ship and deliver the order.

This may include your:

• name;

• delivery address;

• email address;

• telephone number;

• ordered products;

• product variations or personalisation details;

• customs information; and

• delivery instructions.

Account information

If account facilities are available, we may collect:

• login credentials;

• saved addresses;

• order history;

• account preferences;

• saved content; and

• communication preferences.
   

Passwords should be stored using appropriate security measures. You are responsible for keeping your password confidential and should not use a password that you use for another service.

Correspondence and customer-service information

This may include:

• emails and messages you send to us;

• contact-form submissions;

• complaints;

• refund requests;

• product reviews;

• survey responses; and

• records of our replies.
   

Marketing information

This may include:

• whether you have subscribed to our mailing list;

• when and how you subscribed;

• your marketing preferences;

• records of consent;

• whether marketing emails were delivered or opened;

• links selected within messages; and

• records of unsubscribing.
   

Technical and usage information

When you use the website, information may be collected automatically, including:

• Internet Protocol address;

• approximate geographical location;

• browser type and version;

• device type;

• operating system;

• screen size or resolution;

• time zone;

• referring website;

• pages visited;

• links selected;

• session duration;

• error information;

• login activity; and

• cookie or similar-technology identifiers.
   

Information from third parties

We may receive information from:

• our website and ecommerce platform;

• payment processors;

• print-on-demand manufacturers;

• fulfilment companies;

• postal and courier services;

• fraud-prevention providers;

• analytics providers;

• email-marketing providers;

• social-media platforms;

• advertising services;

• professional advisers; and

• public authorities where legally permitted.
   

We may combine this information with information that you have provided directly to us.
 

THE BASES ON WHICH WE PROCESS YOUR INFORMATION

The law requires us to identify a lawful basis for each purpose for which we process personal information.

The lawful basis may vary depending on the information and the reason for processing it.
 

2. INFORMATION PROCESSED TO ENTER INTO OR PERFORM A CONTRACT

When you create an account, purchase a product, request a download, order physical merchandise or otherwise agree to our terms and conditions, a contract may be formed between you and Fractured Sounds Limited.
 

We process information where it is necessary to take steps at your request before entering into a contract or to perform a contract with you.

We may use this information to:

• create and manage your account;

• confirm your identity;

• process and administer an order;

• take or confirm payment;

• provide access to digital products;

• send download links or licence information;

• manufacture or personalise a physical product;

• arrange print-on-demand fulfilment;

• package and deliver products;

• provide order confirmations and delivery updates;

• respond to order-related questions;

• process cancellations, returns and refunds;

• provide customer support;

• enforce applicable product licences; and

• investigate problems with an order.

If you do not provide information that is necessary to perform a contract, we may be unable to complete your order or provide the requested product or service.

We retain relevant transaction information after a contract has ended where necessary for accounting, taxation, legal, security, dispute-resolution and record-keeping purposes.

3. INFORMATION PROCESSED WITH YOUR CONSENT

We may process personal information on the basis of your consent where you have been offered a genuine choice and have taken a clear affirmative action.

Examples may include:

• joining our mailing list;

• agreeing to receive promotional communications;

• accepting non-essential cookies;

• participating in an optional survey;

• submitting material for a particular promotional purpose; or

• agreeing to another clearly explained use of your information.

Where consent is the lawful basis, you may withdraw it at any time.

You may withdraw marketing consent by:

• using the unsubscribe facility in a marketing email;

• changing your communication preferences where such facilities are available; or

• emailing admin@momentsofgrace.online.

You may change your cookie choices using the website’s cookie-preference facilities, where available.

Withdrawing consent does not make processing that occurred before withdrawal unlawful. It may, however, mean that we can no longer provide an optional feature or communication.

4. INFORMATION PROCESSED FOR OUR LEGITIMATE INTERESTS

We may process personal information where this is necessary for our legitimate business interests or the legitimate interests of another person, provided those interests are not overridden by your rights and interests.

Before relying on legitimate interests, we consider:

• the purpose of the processing;

• whether the processing is necessary;

• whether the purpose could reasonably be achieved in a less intrusive way;

• the type of information involved;

• what you would reasonably expect;

• the possible effect on you; and

• the safeguards that can be put in place.

Our legitimate interests may include:

• operating and administering our business;

• maintaining appropriate business records;

• improving our website, products and customer service;

• understanding how customers use the website;

• responding to enquiries and communications;

• preventing fraud, misuse and security incidents;

• protecting our products and intellectual property;

• establishing, exercising or defending legal rights;

• maintaining network and information security;

• obtaining insurance or professional advice;

• managing suppliers and service providers;

• determining the effectiveness of communications and promotions;

• recovering money owed to us; and

• protecting customers, visitors and our business from harmful activity.

You may have the right to object to processing based on legitimate interests. Any objection will be considered in light of the circumstances and applicable law.

5. INFORMATION PROCESSED TO COMPLY WITH A LEGAL OBLIGATION

We may process personal information where necessary to comply with a legal or regulatory obligation.

This may include:

• maintaining accounting and tax records;

• issuing invoices and receipts;

• complying with consumer-protection requirements;

• responding to lawful requests from courts, regulators, police or government authorities;

• complying with customs and international shipping requirements;

• investigating suspected fraud or unlawful activity;

• complying with product-safety or recall requirements; and

• keeping records required by law.

We will disclose personal information to an authority only where we reasonably believe that disclosure is lawful or required.

6. CUSTOMER-SERVICE ENQUIRIES AND MESSAGES

When you contact us by email, contact form, social media or another communication method, we collect the information you provide so that we can understand and respond to your enquiry.

We may retain:

• your name and contact details;

• the date and time of the communication;

• the content of your message;

• relevant order information;

• attachments you provide; and

• our response.

We retain communication records where reasonably necessary to:

• provide customer support;

• maintain continuity if you contact us again;

• resolve problems;

• improve our products and services;

• manage complaints; and

• establish or defend legal rights.

Please do not send sensitive personal information unless it is genuinely necessary for us to deal with your request.

7. COMPLAINTS, RETURNS, REFUNDS AND DISPUTES

When we receive a complaint, return request, refund request, payment dispute or other claim, we record the information provided to us.

We use this information to:

• investigate the matter;

• communicate with you;

• decide what action should be taken;

• issue a refund or replacement where appropriate;

• communicate with payment providers, fulfilment partners or delivery companies;

• prevent fraud or misuse; and

• establish, exercise or defend legal claims.

Where necessary, information may be shared with another person or organisation involved in the complaint, such as:

• a payment provider;

• print-on-demand partner;

• manufacturer;

• delivery company;

• insurer;

• professional adviser;

• dispute-resolution provider; or

• legal authority.

We will disclose only the information reasonably necessary for the relevant purpose.

DIGITAL PRODUCTS AND PHYSICAL GOODS

8. DIGITAL DOWNLOADS AND DIGITAL PRODUCTS

When you purchase or obtain a digital product, we may process information to:

• confirm your order;

• deliver a download link;

• provide access to the product;

• verify that the download is authorised;

• apply download limits or licence restrictions;

• provide updates or corrected files;

• investigate technical problems;

• prevent unauthorised distribution or misuse; and

• maintain transaction and licence records.

Technical information such as the date, time, account, IP address or device associated with a download may be recorded for security, product-delivery and fraud-prevention purposes.

Digital products may be supplied through our website platform or through a specialist third-party delivery service.

9. PHYSICAL AND PRINT-ON-DEMAND PRODUCTS

Some physical products may be manufactured or fulfilled only after an order is placed.

These may include, for example:

• clothing;

• T-shirts;

• books;

• mugs;

• mouse mats;

• posters;

• artwork;

• accessories; and

• other merchandise.

We may provide the fulfilment partner with information necessary to complete your order, including your name, delivery address, ordered products and any product-personalisation information.

Where products are shipped internationally, information may also be provided to:

• postal operators;

• couriers;

• customs authorities;

• import or export agents; and

• tax or regulatory authorities.

A fulfilment or delivery provider may process your information in accordance with its own privacy notice where it acts as an independent controller.

MARKETING

10. EMAIL MARKETING AND MAILING LISTS

We may send marketing communications where:

• you have given your consent;

• applicable law permits us to contact an existing customer about our own similar products and an appropriate opt-out was offered; or

• another lawful basis applies.

Marketing communications may include information about:

• music releases;

• remixes;

• performances;

• stage productions;

• Moments of Grace project news;

• new digital products;

• physical merchandise;

• special editions;

• events;

• promotions; and

• other relevant updates from Fractured Sounds Limited.

You may unsubscribe at any time using the unsubscribe link in an email or by contacting admin@momentsofgrace.online.

We may retain limited information about an unsubscribe request so that we can respect your preference and avoid sending further marketing communications.

Service communications concerning an account, purchase, payment, download, delivery, security issue or change to contractual terms are not normally marketing communications and may still be sent where necessary.

AUTOMATED COLLECTION AND COOKIES

11. COOKIES AND SIMILAR TECHNOLOGIES

Cookies are small files or pieces of information placed on or accessed from your device when you visit a website.

We may also use similar technologies, such as:

• pixels;

• tags;

• local storage;

• software-development kits; and

• device identifiers.

Cookies may be used to:

• operate essential website functions;

• maintain security;

• remember your cookie preferences;

• maintain a shopping basket;

• keep you signed in;

• process an order;

• remember website settings;

• understand how visitors use the website;

• measure website performance;

• diagnose technical problems;

• measure the effectiveness of marketing; and

• provide relevant content or advertising where permitted.

Strictly necessary cookies may be used without consent where they are required to provide a service requested by you or to operate essential security and ecommerce functions.

Non-essential analytics, advertising or personalisation cookies will be used only where the required consent has been obtained.

You may be able to accept, reject or manage categories of cookies through the website’s cookie banner or preference centre.

You can also control cookies through your browser settings. Blocking certain cookies may prevent parts of the website from functioning correctly.

Further information about specific cookies, providers, purposes and expiry periods should be provided in our Cookie Policy or cookie-preference centre.

12. TECHNICAL INFORMATION AND WEBSITE ANALYTICS

Requests made by your browser or device may be recorded automatically by our website platform, security systems and analytics services.

The information collected may include:

• IP address;

• approximate geographical location;

• device and browser information;

• referring pages;

• pages viewed;

• time spent on pages;

• buttons or links selected;

• errors;

• session information; and

• transaction or download activity.

We may use this information to:

• operate and secure the website;

• detect malicious or fraudulent activity;

• diagnose errors;

• understand website performance;

• measure the popularity of content;

• improve navigation and accessibility;

• understand customer interests; and

• generate aggregated statistical reports.

Where reasonably possible, analytics and reporting information is aggregated or de-identified.

Technical information may nevertheless constitute personal information where it can identify or be linked to an individual.

DISCLOSURE AND SHARING OF INFORMATION

13. SERVICE PROVIDERS AND OTHER RECIPIENTS

We may share personal information with trusted organisations that provide services to us.

These may include:

• our website and ecommerce platform provider, currently Wix;

• website-hosting and data-storage providers;

• payment processors;

• banks and financial institutions;

• fraud-prevention and identity-verification providers;

• digital-download delivery providers;

• print-on-demand manufacturers;

• product suppliers;

• fulfilment companies;

• postal and courier services;

• email and mailing-list providers;

• customer-support systems;

• analytics providers;

• advertising and social-media services where consent or another lawful basis applies;

• IT, cybersecurity and backup providers;

• accountants, auditors, insurers and legal advisers;

• regulators, courts and law-enforcement authorities;

• tax and customs authorities; and

• a buyer, investor or professional adviser in connection with a proposed sale, merger, restructuring or transfer of the business.

Service providers acting as processors are expected to use personal information only in accordance with our instructions, applicable law and appropriate contractual obligations.

Some recipients, including payment providers, delivery companies, social-media platforms and public authorities, may act as independent controllers. Their handling of information will also be governed by their own privacy notices.

We do not sell customer names, addresses or email lists for monetary payment.

14. INFORMATION RECEIVED FROM THIRD PARTIES

We may receive information from third parties involved in operating the website or completing a transaction.

Examples include:

• confirmation that a payment was approved or refused;

• fraud-prevention information;

• an updated delivery status;

• information concerning a returned parcel;

• mailing-list subscription records;

• website analytics;

• social-media interaction information; and

• information provided during a payment dispute.

We use this information only where we have a lawful basis and where it is relevant to operating the website, completing an order, protecting the business or communicating with you.

15. INTERNATIONAL TRANSFERS

Our website, ecommerce, payment, communications, analytics, print-on-demand and fulfilment providers may operate in more than one country.

As a result, personal information collected in the United Kingdom may be transferred to or accessed from countries outside the United Kingdom.

When making a restricted international transfer, we will take reasonable steps to ensure that an appropriate legal transfer mechanism is used where required.

Depending on the destination and recipient, safeguards may include:

• a United Kingdom adequacy regulation;

• an approved international data-transfer agreement;

• an approved addendum to standard contractual clauses;

• binding corporate rules;

• contractual, organisational and technical safeguards; or

• another transfer mechanism permitted by applicable law.

International delivery may also require information to be transferred to overseas couriers, fulfilment partners and customs authorities in the country to which you ask us to send an order.

You may contact admin@momentsofgrace.online for further information about the safeguards applying to a particular transfer.

YOUR INFORMATION RIGHTS

16. ACCESS TO YOUR PERSONAL INFORMATION

Subject to applicable law and certain exemptions, you may have the right to request confirmation of whether we process your personal information and to receive a copy of that information.

A request may be made by emailing admin@momentsofgrace.online.

You do not normally have to pay a fee to exercise this right. A reasonable fee may be charged, or a request may be refused, where permitted by law—for example, if a request is manifestly unfounded or excessive.

We will respond within the period required by applicable law.

17. CORRECTION, DELETION AND RESTRICTION

Depending on the circumstances, you may have the right to ask us to:

• correct inaccurate personal information;

• complete incomplete information;

• delete personal information;

• restrict how personal information is used;

• stop certain processing;

• provide information in a portable format; or

• transfer eligible information to another organisation.

These rights are not absolute.

For example, we may need to retain information:

• to complete a contract;

• to comply with tax or accounting obligations;

• to prevent fraud;

• to maintain an unsubscribe record;

• to establish or defend legal claims; or

• for another lawful reason.

Where information cannot be deleted, we will explain the reason where legally required.

18. RIGHT TO OBJECT

You may have the right to object to processing based on legitimate interests.

Where you object, we will consider whether we have compelling legitimate grounds to continue processing or whether the information is needed for legal claims.

You have the right to object at any time to the use of your personal information for direct marketing. We will stop using it for that purpose after receiving your objection, although we may retain limited suppression information to ensure that your preference continues to be respected.

19. WITHDRAWAL OF CONSENT

Where processing is based on consent, you may withdraw that consent at any time by:

• selecting the unsubscribe link in an email;

• changing your cookie settings;

• changing your account preferences, where available; or

• emailing admin@momentsofgrace.online.

Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

20. VERIFICATION OF REQUESTS

Before responding to a request to access, correct, delete, restrict or transfer personal information, we may take reasonable steps to verify your identity.

This is intended to prevent personal information from being disclosed to or altered by an unauthorised person.

We may ask for information that helps us identify the relevant account, transaction or communication. We will not request more information than is reasonably necessary for verification.

Where a request is made by another person on your behalf, we may request evidence that the person has authority to act for you.

OTHER MATTERS

21. CHILDREN

Our website, online store and products are not specifically directed at children.

We do not knowingly collect personal information from a child where parental or guardian consent is legally required and has not been provided.

A person under the age of 18 should purchase products only with the involvement and permission of a parent or legal guardian.

If you believe that a child has provided personal information to us without appropriate permission, please contact admin@momentsofgrace.online so that we can investigate and, where appropriate, delete the information.

22. INFORMATION SECURITY

We take reasonable technical and organisational measures to protect personal information against:

• unauthorised access;

• accidental loss;

• misuse;

• alteration;

• disclosure; and

• destruction.

Measures may include:

• encrypted website connections;

• access controls;

• password protection;

• software updates;

• backups;

• trusted service providers;

• payment-security controls;

• staff or contractor confidentiality requirements; and

• procedures for responding to security incidents.

The website should use an encrypted HTTPS connection. A padlock or similar security indicator may appear in your browser when a secure connection is active.

No method of transmitting or storing information electronically can be guaranteed to be completely secure. You should therefore use appropriate caution when providing information online.

You should:

• use a unique and strong password;

• keep login details confidential;

• sign out when using a shared device;

• avoid sending unnecessary sensitive information; and

• notify us promptly if you believe that your account or information has been compromised.

Where required by law, we will notify the relevant regulator and affected individuals of a personal-data breach.

23. RETENTION OF PERSONAL INFORMATION

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and for any related legal, accounting, security or reporting requirements.

Retention periods may depend on:

• the nature and sensitivity of the information;

• the reason it was collected;

• whether an account remains active;

• whether a contract remains in force;

• applicable limitation periods;

• taxation and accounting requirements;

• fraud-prevention needs;

• an unresolved complaint or dispute; and

• whether deletion is technically and legally possible.

Examples include:

• order and accounting information may be retained for the period required by tax and company law;

• customer-service communications may be retained while reasonably necessary to manage the relationship or a dispute;

• mailing-list information may be retained until you unsubscribe;

• limited suppression information may be retained after unsubscribing;

• cookie information is retained for the period stated in the cookie-preference information;

• account information may be retained while the account is active and for a reasonable period afterwards; and

• security logs may be retained for a reasonable period for fraud prevention and investigation.

When personal information is no longer required, we will take reasonable steps to delete, anonymise or securely dispose of it.

24. AGGREGATED AND ANONYMOUS INFORMATION

We may aggregate or anonymise information so that it no longer identifies an individual.

We may use anonymous or aggregated information for:

• statistical analysis;

• business planning;

• website improvements;

• product development;

• performance reporting; and

• understanding general customer trends.

Information that has been effectively anonymised is not personal information.

We will not attempt to identify you from properly anonymised information unless permitted or required by law.

25. LINKS TO OTHER WEBSITES AND SOCIAL MEDIA

Our website may contain links to:

• social-media platforms;

• music-streaming services;

• online music stores;

• ticketing providers;

• payment providers;

• delivery tracking services; and

• other third-party websites.

We are not responsible for the privacy practices, security or content of websites operated by other organisations.

When you follow an external link or use a third-party service, that organisation may collect personal information under its own privacy policy.

You should review the privacy information provided by the relevant organisation.

26. HOW TO COMPLAIN

If you are concerned about the way we have collected or used your personal information, please contact us first so that we have an opportunity to investigate and resolve the issue.

You can contact us at:

Fractured Sounds Limited
52 Pinner High Street
Pinner
Middlesex
HA5 5PW
United Kingdom

Email: admin@momentsofgrace.online

You also have the right to complain to the United Kingdom Information Commissioner’s Office.

The Information Commissioner’s Office is the independent authority responsible for data-protection matters in the United Kingdom. Information about submitting a complaint is available through the Information Commissioner’s Office website.

Making a complaint to us does not affect your right to contact the Information Commissioner’s Office or seek another legal remedy.

27. CUSTOMERS OUTSIDE THE UNITED KINGDOM

Our website may be accessed and our products may be purchased by customers in countries outside the United Kingdom.

Depending on where you live, local privacy legislation may provide additional rights or impose additional obligations.

Where such legislation applies to our activities, we will seek to comply with the applicable requirements.

Nothing in this privacy policy is intended to limit any privacy or consumer right that cannot lawfully be limited.

We do not claim that this privacy policy automatically satisfies every legal requirement in every country. We may provide additional information or terms where required for particular territories or services.

28. CHANGES TO THIS PRIVACY POLICY

We may update this privacy policy from time to time to reflect:

• changes to the website;

• new products or services;

• changes to our suppliers;

• changes to our use of personal information;

• changes in technology;

• legal or regulatory developments; and

• improvements to the way we explain our privacy practices.

The current version will be published on momentsofgrace.online and will show the date on which it was last updated.

Where a change materially affects how we use personal information, we will take reasonable steps to bring the change to your attention where required.

You should review this privacy policy periodically.

29. CONTACTING US

Questions, requests or concerns about this privacy policy or the processing of personal information should be sent to:
 

Fractured Sounds Limited
Company number: 17323377

52 Pinner High Street
Pinner
Middlesex
HA5 5PW
United Kingdom

Website: momentsofgrace.online
Email: admin@momentsofgrace.online

Please include enough information for us to understand your enquiry and locate any relevant account, order or correspondence.

For security reasons, please do not send complete payment-card information or passwords by email.