Privacy Policy

Effective Date: July 2nd, 2026

 Hybrid Steel Co LLC (“we,” “us,” or “our”) operates hybridsteelco.com (the “Website”).

This Privacy Policy explains how we collect, use, store, and disclose personal information when you visit our Website, submit an enquiry, request a custom build, place an order, or otherwise interact with us.

1. Information We Collect

We collect information that you provide directly to us and limited technical information collected through Squarespace.

Information You Provide

This may include:

  • your name, email address, telephone number, billing address, and shipping address;

  • messages, quote requests, customer-service enquiries, and other communications;

  • order details, payment status, invoices, shipping details, and transaction history;

  • warranty, repair, return, or support information; and

  • any other information you choose to send us.

Custom Guitar and Commission Information

When you enquire about or order a custom instrument, we may collect details necessary to quote, design, build, deliver, and support your order, including:

  • guitar specifications, such as woods, finish, hardware, electronics, neck profile, scale length, tuning, body shape, and other build preferences;

  • budget, timeline, delivery preferences, and order approvals;

  • design notes, reference images, artwork, and other creative direction; and

  • communications about the build, deposit, payment, shipping, warranty, repair, or support.

Website and Device Information

Squarespace may collect technical and usage information when you visit the Website, including your IP address, browser and device information, referring website, pages viewed, interactions with the Website, and cookie identifiers.

2. How We Use Personal Information

We use personal information to:

  • respond to enquiries and provide quotations;

  • design, build, repair, and support custom instruments;

  • process deposits, orders, payments, refunds, and invoices;

  • arrange shipping, delivery, insurance, and warranty support;

  • provide order confirmations, build updates, and customer service;

  • operate, maintain, protect, and improve the Website and our business;

  • maintain accounting, tax, warranty, and business records;

  • prevent fraud, misuse, security incidents, and unlawful activity; and

  • comply with legal obligations.

3. Squarespace

Our Website is hosted and operated using Squarespace. Squarespace provides functions including Website hosting, contact forms, checkout, order management, payment-related functionality, cookies, and Website analytics.

Squarespace may process personal information as needed to provide these services, secure the Website, process transactions, and generate Website analytics.

4. Payments

Payments are processed through the payment option made available at checkout through Squarespace, such as Squarespace Payments, Stripe, PayPal, or another payment provider displayed during checkout.

We do not store complete payment-card numbers, CVV codes, or bank-account details in our own records or in Google Sheets. We may retain payment status, transaction references, invoices, and related records for accounting, tax, warranty, fraud-prevention, and customer-service purposes.

5. Google Sheets Order Records

We use Google Sheets to maintain internal records relating to customer orders, custom builds, payments, delivery, warranties, repairs, and customer communications.

These records may include your name, contact details, shipping address, order specifications, payment status, invoice details, shipping information, and notes relating to your custom instrument.

Google Sheets records are used only for internal business administration and customer support. Access is limited to people who need the information to perform work for our business. We do not intentionally store complete payment-card data, CVV codes, passwords, or other unnecessary sensitive information in Google Sheets.

6. How We Share Information

We may share personal information only as necessary with:

  • Squarespace, for Website hosting, forms, commerce, checkout, cookies, analytics, and related services;

  • the payment processor shown at checkout, to process payment;

  • shipping carriers, freight companies, and shipping-insurance providers, to deliver and protect orders;

  • Google, through Google Sheets, for internal order and customer-record management;

  • professional advisers, such as accountants, insurers, or legal advisers, where necessary;

  • government authorities, law enforcement, courts, or other parties where required by law or necessary to protect our rights, customers, property, or safety; and

  • a buyer, successor, or related party if our business is sold, reorganized, financed, or transferred.

We do not sell personal information. We do not share personal information for cross-context behavioral advertising.

7. Cookies and Squarespace Analytics

We use Squarespace cookies and analytics tools to operate the Website, understand visitor activity, measure Website performance, identify technical problems, and improve the visitor experience.

Squarespace analytics may collect information such as browser, network, device, IP address, referring page, pages visited, and general interaction data.

You can manage cookies through your browser settings and, where available, through our Squarespace cookie banner. Blocking certain cookies may affect how the Website functions.

We do not use third-party advertising pixels, retargeting tools, or external analytics platforms unless this Privacy Policy is updated to disclose them.

8. Testimonials, Photos, and Portfolio Content

We may photograph or record completed instruments, work in progress, repairs, and related projects for portfolio, educational, Website, and social-media purposes.

We will ask for permission before publishing a customer’s name, testimonial, social-media handle, photograph, or other identifying information in connection with a project. Photos of an instrument alone may be used in our portfolio unless you ask us not to do so before or during the order process.

9. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

Our usual retention periods are:

  • enquiries and quotes that do not result in an order: up to 24 months after the last contact;

  • order, invoice, payment-status, and tax records: up to 7 years, or longer where required by law;

  • warranty and repair records: for the applicable warranty period plus up to 2 years;

  • custom-build specifications and related communications: for as long as reasonably needed to provide support, repairs, warranty service, or future customer assistance;

  • Squarespace analytics and cookie information: according to Squarespace’s applicable settings and retention practices.

We may retain information longer where necessary to resolve disputes, enforce agreements, prevent fraud, or meet legal obligations.

10. Security

We use reasonable administrative, technical, and organizational measures to protect personal information.

We limit access to order records, use account-access controls, and do not store full payment-card information in Google Sheets or internal order records. However, no website, email transmission, cloud service, or storage system can be guaranteed completely secure.

11. Your Privacy Rights

Depending on where you live and applicable law, you may have the right to request:

  • access to personal information we hold about you;

  • correction of inaccurate personal information;

  • deletion of personal information;

  • a portable copy of certain personal information;

  • information about how we use or disclose personal information; or

  • an opt-out of the sale or sharing of personal information, where applicable.

We do not sell personal information or share it for cross-context behavioral advertising.

To make a privacy request, contact us using the information in the “Contact Us and Privacy Requests” section below. We may need to verify your identity before acting on a request.

Where required by applicable law, you may use an authorized agent to make a request on your behalf and may appeal a decision regarding your privacy request.

We will not discriminate against you for exercising privacy rights available under applicable law.

12. California and Other U.S. State Privacy Notice

Some U.S. state privacy laws apply only to businesses that meet certain revenue, data-volume, or data-sharing thresholds. We do not sell personal information, and we do not share personal information for cross-context behavioral advertising.

For residents of California and other U.S. states with applicable privacy laws, the categories of personal information we may collect include:

  • identifiers, such as name, email address, phone number, mailing address, and IP address;

  • commercial information, such as order history, purchase details, payment status, and delivery details;

  • internet or electronic-network activity, such as Website interactions and Squarespace analytics information;

  • customer communications, custom-build specifications, reference images, and design preferences.

We collect this information for the business purposes described in this Privacy Policy and disclose it to the service providers and parties described above.

If a state privacy law applies to your personal information, you may have rights to request access, correction, deletion, or a copy of certain personal information, and to appeal certain decisions. To make a request, contact us using the information in the “Contact Us and Privacy Requests” section below.

13. Children’s Privacy

Our Website, products, and services are not directed to children under 13 years of age. We do not knowingly collect personal information from children under 13.

If you believe that a child has provided us with personal information, contact us using the information below so that we can take appropriate action.

14. International Visitors

Our business is based in the United States. If you access the Website or provide personal information from outside the United States, your information may be processed and stored in the United States or other locations where Squarespace, Google, payment processors, shipping providers, or their service providers operate.

15. Third-Party Links

The Website may link to third-party websites or social-media platforms. We are not responsible for their privacy practices. Review the privacy policy of any third party before providing information directly to it.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The revised version will be posted on this page with a new Effective Date. Continued use of the Website after an update means you acknowledge the revised Privacy Policy.

17. Contact Us and Privacy Requests

For questions about this Privacy Policy or to make a privacy request, contact us at:

Hybrid Steel Co LLC
privacy@hybridsteelco.com

Please include “Privacy Request” in the subject line if you are contacting us by email. We may need to verify your identity before responding to certain requests.