Privacy & cookies

Who we are

Cloud Nine is an online vape and smoke shop for adults aged 18 and over, delivering in Pakistan. This page explains what we collect when you browse or order, why we need it, who else sees it, and the choices you have.

What we collect when you order

• Your name, phone number, email address (if you give one) and delivery address.
• What you ordered, the amounts, how you chose to pay, and the delivery and tracking details.
• Your date of birth and your confirmation that you are 18 or over. We keep them with the order as our record that the age check was done (see our Age Policy).
• How you found us: the page you first landed on, the site that sent you and any campaign tags in the link.
• Anything you write to us in order notes, the contact form, email or WhatsApp.

Accounts and the newsletter

An account is optional. If you make one we keep your name, email, phone and saved addresses, and your password only in scrambled (hashed) form, so nobody here can read it. If you subscribe to the newsletter we keep your email address for it; every newsletter has an unsubscribe link.

What your browser stores

• Essential, always on: your answer to the 18+ question, your cart, your sign-in if you have an account, and your cookie choice. The site does not work without these.
• Our own page-view log: a random visitor number kept in your browser, with the pages viewed, the type of device and the country and city worked out from your connection. It holds no name, phone or email, and it stays on our own systems.
• Analytics (you can switch these off above): Microsoft Clarity, which records how pages are used (clicks, scrolling and page recordings) so we can find what is confusing or broken. Visitors in Europe and the UK are asked first; elsewhere it is on unless you switch it off here.
• Cookieless counters: Cloudflare Web Analytics counts page views in aggregate, without cookies and without identifying you.

We do not use advertising, retargeting or social media tracking cookies or pixels.

How we use it

• To confirm, deliver and support your order, and to handle returns and refunds.
• To check that every buyer is 18 or over.
• To send you emails about your order (confirmation, dispatch, delivery, refund).
• With your permission, to send the newsletter.
• To keep the site working and secure, and to see which pages help shoppers find what they need.

Who else sees it

• The rider or courier delivering your parcel gets your name, phone, address and the amount to collect.
• The service that sends our emails gets your email address and the content of the email.
• Cloudflare hosts the site and its database, so your data is stored on its servers.
• Sentry receives error reports when something breaks on the site. We remove email addresses and phone numbers from these reports before they are sent.
• Microsoft Clarity, as described above, if analytics is on.

We never sell your personal information, and we share it only as listed here or when the law requires us to.

How long we keep it

We keep order records, including the date of birth given at checkout, for as long as we need them for accounting, tax and age-check records. Account details stay until you ask us to delete the account. Our page-view log and analytics data are kept only as long as they are useful for improving the site.

Your rights

You can ask us at any time to show you the data we hold about you, correct it, or delete your account. Email privacy@cloudnine.pk and we will reply within 30 days. Some order records have to be kept even after an account is deleted, and we tell you if that applies.

We handle personal data in line with the laws of Pakistan that apply to it, including the Prevention of Electronic Crimes Act, 2016. If this page changes, the date at the top changes with it.