Privacy policy
Last updated: April 2026
Keepsake Melody (“we”, “us”) operates keepsakemelody.com from the United Arab Emirates and provides custom gift songs created from information you provide. This Privacy Policy explains how we collect, use, disclose, protect, and retain personal information when you visit the site, place an order, submit a review, download a song, contact us, or otherwise use our service.
By using the site or placing an order, you acknowledge that you have read this Privacy Policy. If there is a conflict between this Privacy Policy and our Terms of Service about how personal information is handled, this Privacy Policy applies to that issue.
Information we collect
Personal information means information that identifies you or can reasonably be linked to you or another person. Depending on how you use the service, we may collect:
- Contact details, such as your name, email address, and any details needed to communicate with you about your order.
- Order information, such as your order number, selected package, delivery option, purchase history, order status, and details needed to create your song.
- Song information you submit, such as recipient names, occasion, relationship, story, preferences, lyrics, dedication messages, and other personal details you choose to include.
- Review information, such as display name, country, star rating, review text, consent to publish, and optional details such as who the song was for.
- Support and communication information, including messages you send to us, support requests, and related order details.
- Technical and usage information, such as IP address, browser, device, approximate location derived from technical data, pages visited, timestamps, referral information, and interactions with the site.
- Payment and transaction information processed by our payment provider. We do not store your full payment card number on our servers.
We may also use information that has been aggregated or de-identified so it no longer reasonably identifies you. We may use that information to understand and improve our service.
Sources of information
We collect information directly from you when you place an order, submit a form, leave a review, download a song, or contact us. We also collect some information automatically through the site, such as device, browser, log, and cookie information. We may receive limited information from service providers, such as payment processors, email providers, analytics tools, hosting providers, security tools, and storage providers, where needed to operate the service.
How we use information
We use personal information to:
- Process payments, manage orders, create your custom song, deliver downloads, and provide order updates.
- Communicate with you about purchases, support requests, delivery, reviews, account or order issues, and important service notices.
- Provide, maintain, secure, troubleshoot, and improve the website and service.
- Moderate, publish, and display reviews where you have submitted a review and consented to publication.
- Detect, prevent, and investigate fraud, abuse, security incidents, chargebacks, misuse of the service, or violations of our terms.
- Comply with legal obligations, respond to valid legal requests, resolve disputes, and protect our rights and the rights of our users.
- Understand how customers use the site and improve the ordering experience, products, support, and communications.
We do not sell your personal information. If we introduce optional marketing emails or similar promotional communications, we will provide a way to opt out where required by law.
Cookies and similar technologies
Our site may use cookies, server logs, pixels, tags, or similar technologies to keep the site working, remember session information, secure forms, process orders, understand site usage, and improve performance. Cookies are small files stored by your browser. You can usually adjust your browser settings to refuse or delete cookies, but parts of the site may not work properly without them.
Some browsers send “Do Not Track” signals. Because there is no consistent industry standard for those signals, our site is not currently configured to respond to them.
Sharing of information
We may share personal information with trusted service providers who help us operate the business, such as payment processors, hosting providers, database and cloud storage providers, email providers, customer support tools, analytics providers, security providers, and professional advisers. They may only use the information as needed to provide services to us or as otherwise permitted by their own legal obligations.
We may also disclose information if required by law, legal process, court order, government request, or to protect our rights, users, systems, property, safety, or the integrity of the service. If our business is involved in a sale, merger, acquisition, financing, reorganization, or similar transaction, information may be transferred as part of that transaction subject to appropriate safeguards.
Reviews, sharing, and public content
If you submit a review and consent to publication, the review details you provide may be displayed publicly, including your display name, country, rating, review text, optional “who was this song for” answer, and a verified customer badge. Please do not include private information in a review that you would not want displayed publicly.
If you use sharing features, your browser, device, or the third-party platform you choose, such as WhatsApp, Facebook, email, or another app, may process information according to that provider's own terms and privacy policy.
Third-party websites and services
The site may contain links or integrations with third-party services. We are not responsible for the privacy, security, or content practices of third-party websites, apps, platforms, or service providers. You should review their policies before providing information to them.
Communications
We may send transactional and service messages, such as order confirmations, payment updates, delivery links, support replies, security notices, and important changes to the service. These are not marketing messages and may still be sent even if you opt out of optional promotional communications.
Security
We take reasonable technical and organisational steps to protect information we hold. However, no website, email system, storage system, or internet transmission is completely secure. Please avoid sending unnecessary sensitive information through support messages or free-text fields.
Retention
We retain personal information for as long as reasonably needed to provide the service, maintain order records, deliver support, resolve disputes, prevent fraud, enforce agreements, meet accounting or legal obligations, and operate our business. Retention periods vary depending on the type of information and why we need it.
International transfers
We operate from the United Arab Emirates, and the service providers we use may process or store information in the UAE, the United States, the United Kingdom, the European Economic Area, or other countries. Data protection laws in those countries may differ from the laws where you live. By using the service and providing information, you understand that your information may be transferred, stored, and processed outside your country of residence where needed to provide and operate the service.
Your choices and rights
Depending on where you live, you may have rights to access, correct, delete, object to, restrict, or request a copy of certain personal information. You may also be able to withdraw consent where processing is based on consent. To make a request, contact us at the email below. We may need to verify your identity and order details before responding, and some information may need to be retained where required for legal, security, fraud-prevention, accounting, or dispute-resolution reasons.
Children
Our service is intended for adults ordering personalised gifts. It is not directed at children, and we do not knowingly collect personal information directly from children. If you provide information about a child as part of a song request, you confirm that you are the parent or guardian, or that you have the necessary permission to provide that information. If you believe a child has provided personal information directly to us without permission, contact us so we can review and take appropriate action.
Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal obligations, or business operations. The updated version will be posted on this page with the latest update date.
Contact
Questions about this policy or privacy requests: [email protected]