Privacy Policy

01Who we are

[COMPANY_LEGAL_NAME] (trading as [COMPANY_NAME], "we", "us", "our") is the data controller responsible for the personal information described in this policy. We supply and install home entertainment, home automation, network and security technology, and we operate the online shop at [SITE_URL].

• Registered entity: [COMPANY_LEGAL_NAME], [COMPANY_REG_NUMBER]
• Postal address: [POSTAL_ADDRESS]
• Privacy contact: [PRIVACY_CONTACT_NAME], [PRIVACY_EMAIL]
• Phone: [PHONE_DISPLAY]

02Scope of this policy

This policy applies when you browse [SITE_URL], submit a form, place an order, book a service, contact our support team, or receive an installation or repair from us. It also covers information we handle about the technology in your home while we're working on it.

It does not apply to the separate privacy practices of the device manufacturers and platforms you choose to use — for example Apple, Google, Amazon, Samsung, your camera vendor or your internet provider. Those companies control their own accounts and data, and their policies apply to them. See section 16.

03Information we collect

Information you give us

• Identity and contact details — name, email address, phone number, and the service address where work will be carried out.
• Enquiry and booking details — the problem you describe, preferred appointment times, property type, access notes, and whether you rent or own.
• Order details — items purchased, delivery address, order history, and any returns or warranty claims.
• Payment information — billing name and address, and a transaction reference. Card numbers are entered directly with our payment provider ([PAYMENT_PROCESSOR]) and are never stored on our systems.
• Communications — emails, messages, form submissions and notes from phone calls, kept so we have a record of what was agreed.
• Optional content — photos or videos you send us of a room, wall, cabinet or fault so we can quote accurately.

Information collected automatically

• Device and browser data — IP address, browser type and version, operating system, screen size, referring page and language.
• Usage data — pages viewed, time on page, links clicked, and whether a form was completed.
• Cookie identifiers — see section 7.

Information we generate

Quotes, invoices, job notes, equipment lists and configuration records for the work we carry out, plus support tickets and warranty history.

04How we collect it

Directly from you, when you fill in a form, call us, email us, buy something or speak to a technician. Automatically, through cookies and server logs when you use the website. And occasionally from third parties, such as our payment provider confirming a transaction, a courier confirming delivery, or a referral from a partner or landlord who arranged work on your behalf.

05Why we use it & our legal basis

We only use your personal information where we have a lawful reason to do so. Where the GDPR or an equivalent framework applies, our bases are as follows.

Where we rely on legitimate interests, we have considered whether that interest is fair to you and whether a less intrusive approach would work. You can object to processing on that basis — see section 13.

06Data from work in your home

This section is specific to installation, configuration and repair work, and it matters more than anything else in this policy.

Credentials and accounts

To set up your equipment we may need temporary access to your Wi‑Fi password, router administration page, streaming or app‑store accounts, and manufacturer accounts for cameras, locks or hubs. Wherever technically possible, you enter your own passwords and everything is configured under accounts that belong to you, not to us. Any temporary or installer access we create is removed before we leave, or on completion of remote support. We do not record your passwords in our systems, and we will never email or message you asking for them after a job is finished.

Cameras, doorbells and recordings

Camera footage and recordings are stored by your chosen platform or local storage, under your account and your control. We do not receive, download, retain or review your recordings. During installation we may briefly view a live feed with you present to aim the camera and confirm it works — nothing is saved. If you later ask us to help troubleshoot a recording, we only view what you explicitly show or share with us, for as long as needed to diagnose the issue.

Network and device information

When we survey or repair a network we may see technical details such as connected device names, signal readings, IP addresses and router settings. We use this only to diagnose and fix the problem. We may keep a short technical summary (for example the layout of access points and channels used) in your job record so future support is faster. We do not inspect, log or retain your browsing activity or the content of your traffic, and we do not install monitoring or remote‑access software on your devices unless you ask for it and agree to it in writing.

Property notes and photos

We may take photos of a wall, cabinet, meter box or cable run to plan or document the work. These are stored with your job record, used only for that purpose and for any later warranty question, and deleted in line with section 10. We will not use photos of your home in marketing, on social media or on this website without your separate written permission.

07Cookies & analytics

Cookies are small files stored by your browser. We use them in four categories.

• Strictly necessary — keep you logged in, remember shop basket contents, secure forms against abuse, and remember your cookie choices. These can't be switched off without breaking the site.
• Functional — remember preferences such as region or previously entered form details.
• Analytics — help us understand which pages are useful and where people get stuck. We use [ANALYTICS_TOOL], configured to [ANALYTICS_CONFIG_NOTE].
• Marketing — used only if you consent, to measure whether an ad or campaign led to an enquiry. [MARKETING_PIXELS_NOTE]

Analytics and marketing cookies are set only after you accept them. You can change or withdraw your choice at any time via [COOKIE_SETTINGS_LINK_TEXT], and you can block or delete cookies in your browser settings — though strictly necessary cookies are needed for the shop and forms to work. Most browsers also offer a "Do Not Track" or global privacy control signal; [DNT_STATEMENT]

A full, current list of the cookies we set, their purpose and their lifespan is available at [COOKIE_POLICY_URL].

08Who we share it with

We do not sell your personal information, and we do not share it with third parties for their own advertising. We share it only with the following categories of recipient, and only as far as necessary.

• Service providers who work on our behalf — website hosting ([HOSTING_PROVIDER]), email and CRM ([EMAIL_CRM_PROVIDER]), payment processing ([PAYMENT_PROCESSOR]), delivery couriers ([COURIERS]), accounting ([ACCOUNTING_PROVIDER]) and analytics ([ANALYTICS_TOOL]). These are bound by contract to use your data only for the service they provide to us.
• Subcontracted technicians — where a licensed electrician or specialist installer is needed. They receive only your name, address, contact number and the job details.
• Manufacturers and suppliers — when processing a warranty claim or ordering a part, limited to what the claim requires.
• Professional advisers — insurers, lawyers and auditors, where necessary and confidentially.
• Authorities — where we are legally required to disclose information, or to establish or defend legal claims.
• A buyer or successor — if the business is sold or reorganised, in which case this policy or an equivalent continues to apply and you will be notified.

09International transfers

Some of our providers store or process data outside [PRIMARY_JURISDICTION]. Where that happens, we rely on an appropriate safeguard — an adequacy decision covering the destination country, Standard Contractual Clauses, or an equivalent mechanism — and we assess whether additional protections such as encryption are needed. You can ask us for details of the safeguards applying to a specific transfer by writing to [PRIVACY_EMAIL].

10How long we keep it

We keep personal information only as long as we need it, then delete or anonymise it.

11How we protect it

We use encrypted connections (HTTPS) across the site, access controls so staff only reach the records they need, multi‑factor authentication on our business accounts, encrypted devices for our technicians, and regular software updates and backups. Payment card data never touches our servers.

No system is perfectly secure, and we won't pretend otherwise. If a breach occurs that is likely to affect your rights, we will notify the relevant supervisory authority within the legally required timeframe and inform you directly without undue delay, explaining what happened and what you should do.

12Marketing & communications

We send two kinds of message. Service messages — booking confirmations, appointment reminders, order and delivery updates, warranty notices — are part of providing the service and are not marketing; you can't opt out of these while an order or job is active. Marketing messages about products, guides and offers are sent only with your consent, or to existing customers about similar services where local law permits.

Every marketing email has a one‑click unsubscribe link, and you can also email [PRIVACY_EMAIL] to opt out. Opting out of marketing has no effect on the service you receive. We may use aggregate open and click data to see which topics are useful, but we don't build detailed behavioural profiles or sell contact lists.

13Your rights & choices

Depending on where you live, you have some or all of the following rights over your personal information.

• Access — get a copy of the personal data we hold about you.
• Rectification — have inaccurate or incomplete data corrected.
• Erasure — ask us to delete data where we no longer have a valid reason to keep it.
• Restriction — ask us to pause processing while a dispute is resolved.
• Portability — receive your data in a structured, machine‑readable format, or have it sent to another provider.
• Objection — object to processing based on legitimate interests, and to direct marketing at any time.
• Withdraw consent — where we rely on consent, withdraw it without affecting anything done beforehand.
• No discrimination — we will not deny service, change prices or reduce quality because you exercised a privacy right.

To exercise any of these, email [PRIVACY_EMAIL] or write to us at [POSTAL_ADDRESS]. We respond within [RIGHTS_RESPONSE_TIME] and free of charge. We may need to verify your identity first, and we'll only ask for what's necessary to do that. If we can't act on a request, we'll explain why and tell you how to challenge the decision. You may use an authorised agent where local law allows, with written proof of authority.

14Children's privacy

Our website and shop are intended for adults. We do not knowingly collect personal information from anyone under [MINIMUM_AGE], and we don't direct marketing at children. Bookings and purchases must be made by an adult account holder or the property's decision‑maker.

If we install parental controls, kids' profiles or content filters at your request, those settings live in your own accounts and we don't collect data about the children using them. If you believe a child has given us personal information, contact [PRIVACY_EMAIL] and we will delete it promptly.

15Automated decisions

We do not make decisions about you that are based solely on automated processing and have a legal or similarly significant effect. Quotes, scheduling and support decisions are reviewed by a person. Automated tools we do use — spam filtering on forms and fraud screening by our payment provider — may flag a submission or transaction for human review, and you can contact us if you think something was wrongly blocked.

16Third‑party sites & devices

Our site links to external pages, including manufacturer product pages, affiliate or retailer links, and embedded content such as maps or videos. Those third parties may set their own cookies and collect their own data once you interact with them, and we don't control that.

The same applies to the devices and platforms we install for you. Once your smart TV, streaming box, camera, hub or voice assistant is connected to its manufacturer's cloud service, that company's privacy policy governs the data it collects — which may include voice recordings, viewing habits, motion events or location. We'll point out the main privacy‑relevant settings during handover, but we recommend reading the policy of any platform you rely on and reviewing its privacy settings periodically.

17Changes to this policy

We update this policy when our practices, providers or legal obligations change. The version number and "last updated" date at the top always reflect the current version. For significant changes — a new purpose for using your data, a new category of recipient, or a change in legal basis — we'll give prominent notice on the website and, where required, contact you directly or ask for fresh consent. Continuing to use the site after an update means you accept the revised policy, except where consent is legally required.

18Contact us & complaints

Privacy questions, requests and complaints all go to the same place, and a real person reads them.

If you're not satisfied

Please raise it with us first — most issues are a misunderstanding we can fix quickly. If you're still unhappy, you have the right to complain to your data protection regulator: [SUPERVISORY_AUTHORITY_NAME], [SUPERVISORY_AUTHORITY_CONTACT]. You may also have the right to seek a remedy through the courts.

Related documents: Terms & Conditions, Cookie Policy, Shipping & Returns, Accessibility Statement.