Privacy & Refund Policy

How we use and protect the details you share when ordering from PockDose.

At PockDose, safeguarding your personal information is our primary commitment. As an online medicine shop serving Hong Kong and international customers, we adhere to the privacy standards set by the Hong Kong Personal Data (Privacy) Ordinance (PDPO) and recognized global data protection frameworks.

We collect only the information needed to process and deliver your order. This page explains what we collect, how we use it and how we protect it.

1. Information we collect

To keep ordering secure and efficient, we collect only the foundational logistics data necessary for delivery. We strictly do not solicit, process, or store personal medical records, health histories, or clinical consultation data.

The data we manage is limited to:

Logistics & Contact Information: Your name, delivery address, email, and a contact number required by our professional courier partners.
Order History: A secure log of previous transactions, maintained solely to streamline the reordering process and automatically apply your 10% loyalty reduction.

Providing these details is voluntary, but we cannot dispatch an order without the necessary delivery information.

2. Payments

PockDose does not process or store card details on its own servers. Payments are handled on a separate payment page.

When finalizing your request, you are redirected to a heavily encrypted, independent payment gateway. These partners are fully PCI-DSS compliant and utilize industry-standard 256-bit SSL (Secure Socket Layer) encryption. Because your financial data remains within these secure third-party environments, your sensitive card information never interfaces with our website’s database.

3. Support and order tracking

To provide an additional layer of security, all post-transaction communications are handled through a separate infrastructure.

Use the support portal for order questions and refund requests, or the tracking page to follow a dispatched parcel. These services run on a separate website.

4. How we use your information

We use your contact and order details to:

Process and dispatch your orders.
Apply loyalty incentives and optimize the reordering workflow.
Provide automated status notifications and tracking updates.

Prohibition on Data Monetization

We never sell, rent, or distribute your personal information to third parties for marketing purposes. Data is only disclosed to statutory authorities if explicitly required by a formal legal mandate or a binding court order within the Hong Kong SAR.

Internal Security Protocols

Our commitment to security is integrated into our daily operations. Access to logistics data is strictly limited to authorized fulfilment personnel who require the information to process your shipment. All staff members are subject to rigorous non-disclosure and confidentiality agreements.

Cookies and Analytics

You can browse PockDose without an account. The shop uses functional storage in your browser for essential features such as your shopping cart and currency choice. To understand how the site is used, we run Microsoft Clarity and Cloudflare Web Analytics, which measure visits and page interaction in aggregate. We do not use advertising or cross-site profiling cookies, and we never sell browsing data.

6. Access and Rectification Rights

You maintain the right to access and update the contact and logistics data associated with your profile. To ensure the accurate delivery of your items, we encourage you to verify and rectify any discrepancies before authorizing a new order.

7. Right to De-identification (PDPO Compliance)

In alignment with the Personal Data (Privacy) Ordinance (PDPO), you have the right to request the deletion of your personal data.

While international financial and anti-fraud regulations require us to retain basic transaction records for a set period, we will comprehensively redact all personally identifiable information (including names, emails, and physical addresses) upon request. This sanitization process ensures your history is rendered anonymous and cannot be linked back to your identity.

8. Updates to this policy

We regularly audit our security systems and adopt modern technologies to protect your privacy. This Privacy Policy may be updated periodically to reflect these technical enhancements. The most current version will always be available on this page.

9. Refunds and replacements

For cancellation, refund and replacement information, see the ordering and delivery FAQ and the cancellations, refunds and disputes section of the terms.