Version 1.0 · Published 31 October 2026

Privacy notice

This notice explains how Eyewear Ltd handles personal information in connection with Lens Portal.

1. Who is responsible

Eyewear Ltd operates Lens Portal at lensesorder.itseyewear.com. Our company and registered office details appear below. Luis Fonseca is our privacy lead and can be contacted through lab@itseyewear.com.

We are the controller for information we use to manage our business accounts, communicate with users, protect the service, keep financial records and deal with our own legal obligations.

When an optician supplies patient information for us to carry out its lens order instructions, the optician normally remains the controller for that patient information and Eyewear acts as its processor. The optician decides the clinical purpose and is responsible for explaining that use to its patient. Our data processing agreement sets out the proposed contractual arrangements for this work.

Roles depend on the actual activity. If we must use information independently to comply with a legal duty or deal with a specific legal claim, we assess that activity separately. This notice does not treat all recipients or all activities as processing on an optician's behalf.

2. Information we handle and where it comes from

Business accounts and contacts

Names, business and practice details, email addresses, telephone numbers, addresses, account identifiers, staff roles, invitations and account administration records. This comes from users, the business that authorises their access and our existing business records.

Orders and prescription information

Order references, patient references or names where supplied, prescription measurements, lens choices, fitting and frame measurements, frame traces, notes, job status, supplier responses and delivery information. This comes from the ordering business and the laboratories or suppliers involved in its job. A reference can still be personal information if it can be linked to a patient. Prescriptions and related information about vision are health information, which requires additional protection.

Uploaded files and messages

Scans, prescription documents, frame files and other attachments, support messages, and records of previous assistant conversations. A document can contain more information than the fields eventually extracted from it.

Financial and commercial records

Business billing contacts, invoices, credits, prices, account arrangements and relevant correspondence. Information needed for accounting may be transferred into our accounting workflow.

Technical and activity information

Sign in and session information, device and browser information, network addresses, service requests, activity records, errors and security events generated through use of the portal and its service providers. Lovable's visitor measurement also collects information about visits, pages, duration, referrals, device types and countries.

Please supply only information needed for the job. Use a patient reference instead of a patient name where that meets the purpose. Avoid unrelated medical history, identity documents or financial details in order notes, uploads and support messages.

3. Why we use information

Where Eyewear is the controller

Running accounts and communicating about work

We use business contact and account information to set up authorised access, arrange services, answer queries and send operational messages. Our legitimate interests are operating the business relationship and providing a reliable ordering service. Where the individual is personally a party to the contract, such as a sole trader, we use the contract basis to the extent the processing is necessary for that contract or requested steps before it.

Protecting and maintaining the service

We use appropriate account and technical information to investigate errors, prevent misuse, manage permissions and maintain service integrity. Our lawful basis is our legitimate interests in protecting users, business information and the operation of the service.

Understanding use of the service

Lovable provides visitor analytics for the published portal. We use available summaries to understand and improve the service. Where this use involves personal information, our lawful basis is our legitimate interests in improving usability. This does not replace any consent or other requirement that applies to access to information on your device. The visitor analytics information explains the provider's description and the current control position.

Accounts and statutory records

We use information necessary to meet our tax, accounting and other applicable legal duties on the basis of legal obligation.

Requests, complaints and disputes

We use information to comply with data protection obligations and respond to rights requests. Where necessary to investigate a business complaint or establish, exercise or defend a claim, we rely on the applicable legal obligation or our legitimate interests in resolving the matter. Any use of health information for a legal claim is assessed against the separate special category condition for legal claims.

Where the optician is the controller

We handle patient information for the purposes and on the instructions of the ordering optician, including receiving the job, preparing or sourcing lenses, arranging authorised supplier processing and communicating the result. The optician must identify an appropriate lawful basis and condition for the health information. Patient consent is not the only condition available, and this notice does not require or assume blanket consent.

AI assisted features

The optional AI assistant and automatic document extraction functions are currently paused while written provider permission for the handling of health information is being sought. This pause applies to staff and customer use.

Before the pause, use of these features sent submitted conversation content, relevant order context and uploaded documents through Lovable's AI gateway to the configured model provider. Google Gemini is the provider identified in the current configuration. Full documents could be transmitted, without automatic removal of all patient identifiers.

Previously uploaded documents, extracted values and conversation records may still be stored. Pausing a feature does not delete that history. Extracted values and earlier AI suggestions still require appropriate human review before use. The provider status notice explains the broader hosting and contractual review.

The portal is an ordering tool. It does not replace the optician's clinical judgement. We do not describe an AI generated suggestion as a decision made by a clinician, or claim that an AI suggestion automatically authorises treatment.

4. Who receives information

Relevant information is available to authorised Eyewear staff and the authorised users of the ordering business. We use service providers for hosting, authentication, database and file storage, email delivery and visitor measurement. The preceding section explains the paused AI functions and their earlier processing. Selected laboratories receive the information needed to fulfil jobs sent to them. Supplier status information is returned to the portal. Our workshop and stock systems may receive relevant information for Eyewear's own handling of the job.

The service provider and recipient information identifies the services found in the current setup and explains which details are being verified. It distinguishes an infrastructure provider from a laboratory acting under its own responsibilities. We may also disclose necessary information to professional advisers, insurers, authorities or courts when required by law or necessary for a specific lawful claim.

The main portal requests fonts from Google. Those requests disclose network and browser request information to Google. These static policy pages use fonts already on your device and do not deliberately load that external font service.

5. International processing

Some service providers are established outside the UK or use international infrastructure and support teams. The service is not offered on a promise that all information stays in the UK. The database region, relevant support locations and the model provider's processing locations must be considered separately.

Where a restricted transfer takes place, an applicable UK transfer mechanism is required, such as UK adequacy regulations or appropriate contractual safeguards with the necessary assessment. We are verifying the arrangements for the current hosted service. A provider's published standard contract or privacy statement does not by itself establish that it applies to our account. Contact us for the confirmed information and copies or a description of the relevant safeguards, subject to necessary protection of confidential information.

6. How long information is kept

We assess retention by the purpose, the stage of the job, applicable instructions, legal duties and a documented need to retain information. Closing a job or hiding it from a screen does not automatically erase its records.

Account and contact information

While needed to provide and administer the account and business relationship. After access ends, relevant information may remain where needed for open work, financial records, complaints or a specific legal obligation or claim. It should not be retained indefinitely just because it may be useful.

Patient information and job records processed for opticians

For the documented purposes of the customer's instructions, including completion of the work and any agreed follow up, correction or remake. At the end of the processing service the return or deletion arrangements in the applicable data processing agreement apply. A separate lawful reason must support any information Eyewear needs to retain independently.

Scans, messages and assistant records

While needed for the relevant job, support matter, verification or authorised record. Some scans can be deleted through staff functions, but there is no general automatic retention purge across all portal records. Contact us about removal or an agreed retention instruction.

Accounting records

Normally for six years from the end of the last company financial year to which they relate, and longer where a specific statutory exception applies. This financial record period does not automatically justify retaining all patient health information for the same time.

Technical records and backup copies

For the period justified by security, fault investigation and recovery needs. Provider retention and backup cycles also affect when copies are removed. Where deletion cannot immediately reach a backup, use must be restricted and deletion completed through the applicable cycle. Contact us for the confirmed arrangements for a particular record.

7. Your rights

Depending on the information and lawful basis, you can ask for access, correction, erasure, restriction, or a portable copy of information. Where processing relies on consent, you can withdraw that consent without affecting earlier lawful processing. Rights are subject to the conditions and exceptions in data protection law.

We normally respond to a rights request without undue delay and within one month. If a permitted extension or a necessary identity or clarification step changes the timescale, we will explain it. We only ask for identity or authority evidence that is proportionate to the request. Most requests are free.

For patient information we process for an optician, we help the responsible optician deal with the request and follow its lawful instructions. You may contact either the optician or us. We will explain the appropriate route and will not treat our processor role as a reason to ignore the request.

8. Questions and complaints

Contact lab@itseyewear.com or write to our registered office, addressed to the privacy lead. Our privacy complaints procedure explains the process. We acknowledge a data protection complaint within 30 days, investigate appropriately, keep you informed and communicate the outcome without undue delay.

You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint/ or telephone 0303 123 1113.

9. Updates

We update this notice when relevant information changes. We will actively bring material changes to the attention of affected users and explain a new purpose before starting that processing where required. The version and publication date appear at the top of this page.