We want you to be confident in the personal information and other data about you that we hold and use – this summary is for you to be able to understand this in a clear and concise way.
We only gather information that will allow us to provide you the best service possible or that we are required to do so by law or regulations. This information may also be used to sometimes send you offers but we will always give you the ability to opt out of these at any time (for example, via unsubscribe links in email or text marketing). You can also contact our support team to change your preferences at any time.
Below are the type of things we use your personal information for:
Your personal information is treated in the same way we treat our own data – with the upmost security and respect. We have strict procedures and controls in place to ensure that it is properly protected. We expect this same high level of care from all of our third party providers (those that provide services to us) too.
More details can be found below in the following sections.
This varies – you might be signing up for our service, or you might just be showing interest in joining us. We’ll collect only the information that we believe is required to satisfy your intent.
Some of this information includes:
Examples of when this information could be collected include: registering or purchasing a service from us, when you set up your account, download and use our apps, browse or visit our website or enter any promotion.
We need to know and keep certain information about you so that we can, for example:
We sometimes use third parties to perform services on our behalf or to provide service directly to you. An example of this is our payment processors – they manage our payments as well as carrying out fraud checks to protect us and our users.
We never share your data with a third party for advertising or any other purpose that isn’t directly linked to the services that we offer.
Simply contact our support team and they will assist you in correcting or updating your personal information,
All such communication that we send to you will include unsubscribe links. Alternatively, you can contact our support team and they will be able to modify your preferences.
Please read this policy carefully as it provides you information on how we collect and process your information through your registration, use and interaction with our services (which includes our websites and apps).
Our services are not intended for use by children, however we will still process, retain and share information relating to children if they use our services in the same way that we do from all other users.
This policy applies even if you’re not one of our registered users and you interact with us as part of our business or if you provide us with information about somebody else as required in relation to our service. Examples include:
This policy doesn’t apply to:
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). However, we would appreciate the opportunity to deal with your concerns before you approach the ICO, so please contact us in the first instance.
We are under a legal obligation to inform you of what personal information we are collect about you, what it is used for and why. There must be a good reason for our use and you your rights regarding this information should be presented to you. You have the right to know what information we hold about you, to request a copy of this information and to ask us to modify or remove it.
We always need a legal basis for anything that we do with your information. We usually rely on one of three reasons for this.
Information we hold about you can be viewed, requested and/or edited either directly within our service or by contacting our support team. Once we have processed your request we’ll be in touch with further details.
While we will always assist you with your request, we may refuse if we believe that by carrying out your request it would have a negative effect on others or the law prevents us from doing so.
All such requests are free of charge however we may reject requests if they are repetitive, excessive or if you don’t have the right to ask for the information. In these circumstances we will explain our reasons for not carrying out your request.
We use the information we hold about you to judge what we believe you may want, need or be interested in. With this information we can send you details about services, offers and other information we believe will be of interest and relevant to you.
You will continue to receive marketing communication until you opt out of receiving such information
You can opt out of receiving marketing from us at any time. All of our communication will provide a link through which you can modify your preferences or you can contact our support team with your request.
As we use your information under one or more of our legal basis for doing so, we do not usually rely on consent for using this information. If we were to use your information for any other purpose (such as allowing a third party to send you direct marketing communication via email or text message) then we would seek your explicit consent.
You can ask us at any time to correct, complete, delete or stop using any personal information that we hold about you by contacting our support team.
If you concern is about the use of your information in our marketing please refer to the specific section in this policy that covers marketing. You are also able to change your marketing preferences in any such communication you receive from us.
If you want us to stop using personal information we’ve collected via cookies on any of our services please refer to the Cookies section for details on how to do this.
Please note that in some cases, despite your request, we might decide to keep some or all information. This would only be for a legitimate reason, such as a legal or regulatory obligation on us to do so or to allow us to keep providing our services. An example of this would be your billing information – as a user of our service we need to keep certain information to show that we have charged you correctly. If this is the case then we will always tell you why we are keeping the information.
We have built our service in a way that protects information and respects your request. As such, when you delete, change or ask us to delete/change your information we might not do so straight away from our back-up systems, or copies on our active servers. We may also need to keep some information in order to fulfil your request.
You can ask us to move, copy or transfer the information you have given us if we provide you with our service or if you have said that we can use your information. Simply contact our support team with your request. We will normally complete such requests within 30 days.
Your information will be sent in an electronic format but we will do our best to send it in another format if required.
While we will always assist with any request you make, there may be times where we can refuse if sharing. For example, if providing you or another provider will have a negative effect on others because it includes the personal information about someone else or if a law or regulation prevents us from doing so.
Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
Some of the information we hold about you is available for you to view directly within our service. You can also ask for further details by contacting our support team with your request.
If you work for one of our business/corporate customers then you may have to ask your employer to contact us with this request on your behalf.
We’ll usually get back to you within 30 days or sooner if required by law to do so.
All information will be provided to you electronically unless you request otherwise.
Personal information, or personal data, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data) or information that relates to a company.
There are different types of information that we may collect, store, use and transfer, such as:
We also collect, use and share statistical and/or demographic information for any purpose – this is known as aggregated data. While such data is derived from your personal information it is not considered personal data as any information that can identify an individual has been removed and as such cannot reveal any individual’s identity. If this data is later combined with your personal data and you can be identified as an individual then we treat this new combined data as personal information and as such it will only be used in accordance with this policy.
We do not collect any information that could be deemed to be “Special Categories of Personal Data”. This includes details about your beliefs (religious, political, philosophical or other), race, sexual orientation, health, criminal convictions and offences.
We use a variety of methods when collecting data from and about you, including:
Automated – As you interact with our service we may collect technical and usage information as described in this policy. This could be done using cookies, server logs or other similar technologies.
Direct – This is where you provide data to us directly via your interaction with our service. This could be by filling in a form, corresponding with us, enquiring or registering for our service, providing us feedback or requesting help.
Third parties and publically available sources – This is where we use other data providers to obtain further or enhance existing information about you. These include:
There is some data which is necessary for us to provide you with our service, while other data is required by law/regulation.
You are under no obligation to register and use our service, but for us to provide you with the service and fulfil our current or future contractual obligations with you, as well as any requirements put on us by law or regulation, we require your information.
If we cannot provide you with the service or fulfil our legal/regulatory duties due to a limitation on the amount of information that you provided to us we may refuse your registration or cancel any existing service with us as if we are not able to perform our contractual obligations to you and we will notify you of this.
We also collect data about your usage while you are using our service via cookies that can be used to generate pseudonyms for your user profile and as such these cookies can store information about your visit and your interaction with our service.
Our services use the following cookies:
All information that you provide us is stored on our secure servers which have industry standard security and firewalls. While we store your information securely users should be aware of their own security and avoid, for example, sharing passwords.
We have security safeguards in place as to how we collect, store and disclose your information. With these in place our security procedures make require us to request additional proof of identify from you before we disclose personal information. These safeguards also have measure to protect your information from loss as well as improper or unauthorised access and usage.
We provide limited access to only the information required for employees, agents, contractors and third parties to fulfil their responsibilities. Their use and access to your information is governed by our instructions to them and they are under the same obligations present in this policy.
Should there be a breach (or suspected breach) of your information we have procedures in place for us to notify both you and any applicable regulator of such an event where we are legally required to do so.
We use secure internet connections wherever possible in order to protect the transmission of your information to us over the internet. However, transmission of your information is carried out at your own risk. We have strict security procedures and features to prevent attempt unauthorised access once the information is received by us.
There are times when we may share your personal data with third parties for the purposes described in this policy.If your information is shared with any third party we will always require them to keep it secure and have it treated in accordance with the law.We do not allow third parties to use your information for their own purposes and only allow them to process your information for specific purposes and in accordance with our instructions. These parties include:
We will only store your information for as long as it is necessary for us to fulfill the purposes we collected it for. This includes the satisfaction of any legal, regulatory, accounting or reporting obligations we have.
The amount, nature, sensitivity, risk and purpose of your information is considered when deciding how long we keep such information.
By law we must hold basic information about users for six years after they cease being users. Basic information includes contact, identity, financial and transaction information.
You can request from us at any time the retention status of your information by contacting our support team.
You can ask us to delete your data at any time, however not all data can be removed as regards our obligations and responsibilities listed.
We will anonymise your information (where it can no longer be used in a way that would identify you specifically) in some circumstance in order to continue using the data for research or statistical purposes. In this instance we can continue using the information indefinitely and without any further notice to you.
In summary, you have the right to:
There is no charge for you to request any of the above actions from us. However, where we believe requests are unfounded, repetitive or excessive then we may ask for a fee to be paid in order to carry out your request, else we may refuse to comply with your request in such circumstances.
To ensure that we are releasing information to the person who has the right to access it we may sometimes ask for additional specific information from you so that we can confirm your identity.
All legitimate requests shall receive a response within one month. If your request is particularly complex or if you make number of requests it make take us longer to complete, in which case we will notify you accordingly.
In the first instance please get in touch with our support team and your enquiry will reach our Data Protection Officer.
Alternatively, you can write to the address below and mark it for their attention.
152 City Road
If you want to make a complaint on how we have handled your personal information, please contact our data protection officer who will investigate the matter and report back to you. If you are still not satisfied after our response or believe we are not using your personal information in line with the law, you also have the right to complain to the data-protection regulator in the country where you live or work. For the UK, that’s the Information Commissioner – https://ico.org.uk/