Privacy Policy

1. Who is responsible for your data?

Terra Lab Pharma d.o.o. is the controller of personal data processed through this website.

2. Information you provide

When you use our contact form, we receive your full name, email address, country, enquiry type and message. You may also provide your company name. We use this information to answer your enquiry, provide requested product or professional information and discuss potential business cooperation.

The fields marked as required are needed to process and respond to the enquiry. Company information is optional. You can alternatively contact us by email.

Please do not include medical records, diagnoses or other sensitive personal information in the form. This website provides general product information and is not a medical consultation service.

For general and professional enquiries, our legal basis is our legitimate interest in communicating with people who contact us and managing business relationships (Article 6(1)(f) GDPR). Where an enquiry concerns steps you request before entering a contract with us, or performance of your contract, Article 6(1)(b) applies. We may also retain relevant records to meet a legal obligation under Article 6(1)(c).

Sending an enquiry does not subscribe you to marketing emails. Enquiries are handled within Terra Lab Pharma and are not routinely forwarded to distribution partners.

3. Website operation and security

Our hosting and security systems may process your IP address, browser and device information, requested pages, timestamps and technical error or security records. These records help us deliver the website, diagnose faults and prevent spam, unauthorised access and abuse. The legal basis is our legitimate interest in maintaining a secure, functioning website.

Our hosting provider is S.H.O.P. CENTAR d.o.o., Croatia. We also use Wordfence, provided by Defiant, Inc., for website security. Security-related technical information may be processed by that provider as part of its protection services. See Wordfence’s privacy information.

4. Spam protection and cookies

Our contact form is protected by Google reCAPTCHA. It assesses technical and interaction signals, such as IP address, browser information and activity associated with the request, to distinguish legitimate use from automated abuse. It uses a security cookie when executed.

We use this protection for our legitimate interest in preventing spam, fraud and misuse. Google processes reCAPTCHA customer data as a service provider under its applicable data-processing terms. Information about this processing is available in Google’s reCAPTCHA documentation.

The site also uses cookies needed for administration and security; administrative login cookies apply when an authorised user signs in. We do not use Google Analytics or advertising tracking tools. Google Search Console is used to monitor search visibility and indexing, rather than to run visitor analytics on this website.

You can manage cookies in your browser. Blocking security-related cookies or scripts may prevent the contact form from working; you can still email us directly.

5. Who may access your information?

Access is limited to authorised people who need the information to handle enquiries or operate our services. Hosting, email, security and technical-support providers may process information on our behalf or in connection with their services. These technical service arrangements are separate from sharing an enquiry with a distributor.

We may disclose relevant information to professional advisers or competent authorities where necessary to meet legal obligations or establish, exercise or defend legal claims. We do not sell personal data.

Some technology providers may process information outside the European Economic Area. Such processing is subject to the applicable provider’s data-processing terms and the transfer safeguards required by law, which may include an adequacy decision or standard contractual clauses. Contact us for information about safeguards relevant to your data.

6. How long do we keep information?

Ordinary enquiries: up to 24 months after the last communication. Records needed for a continuing contractual relationship, a legal obligation or a legal claim may be retained for the corresponding necessary period.

Wordfence Live Traffic security records: configured for a maximum of 30 days and a maximum of 2,000 entries. Records may therefore be replaced earlier.

Other technical records and backup copies: retention depends on their operational purpose, security needs and the applicable service arrangements. These records are not governed by the 24-month enquiry period. You may contact us for details applicable to a particular record or request.

7. Your rights

Depending on the circumstances and legal basis, you may request access to your personal data, correction, deletion, restriction of processing or data portability. You may object to processing based on legitimate interests. If processing relies on consent, you may withdraw it without affecting the lawfulness of earlier processing.

Send requests to office@terra-lab.com. We may ask for proportionate information to confirm your identity. We normally respond within one month; where an extension is permitted, we will explain why.

You may also complain to the Croatian Personal Data Protection Agency (AZOP), Selska cesta 136, 10000 Zagreb, Croatia, at azop.hr, or to the competent supervisory authority in your country.

8. Automated checks and external links

Security tools may automatically assess or block suspicious requests. We do not use your information to make solely automated decisions that produce legal or similarly significant effects. If a security check prevents you from contacting us, please use email.

Links to other websites are provided for convenience. Their operators are responsible for their own privacy practices once you follow those links.

9. Questions or updates

For questions about this policy or our handling of your information, contact office@terra-lab.com.

We may update this policy when our services or data practices change. The date at the top identifies the current version.