Privacy Policy

Last updated: [DD Month YYYY]

[Company Name] (“we”, “us”, “our”) respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, and share your information when you use [website domain] (the “Website”).

1) Who we are (Data Controller)

Company: [Company Name]
Registered address: [Address]
Principal place of business: [Address] (if different)
Email: [privacy@company.com]
Phone: [Phone]

2) What personal data we collect

We may collect and process:

Contact details: name, email address, phone number, company name, job title
Enquiry / message content: details you submit via contact forms or email
Live chat data: your chat messages and any details you choose to provide, plus technical metadata (e.g., time, page URL)
Newsletter data: email address and marketing preferences (and optionally name/company if you collect them)
Technical & usage data: IP address, device/browser info, approximate location (derived from IP), pages visited, actions taken, referral source

Please do not send sensitive personal information (e.g., health data) through forms or chat unless strictly necessary.

3) How we collect your data

We collect data when you:

Fill in a contact form or request information
Subscribe to our newsletter
Use our live chat feature
Browse the Website (via cookies and similar technologies, including analytics cookies)

4) How we use your data

We use your personal data to:

Respond to enquiries and provide customer support
Communicate with you about our services
Provide the live chat service and maintain chat records for support and quality
Send newsletters/marketing where permitted and according to your preferences
Monitor and improve Website performance and user experience (analytics)
Protect the Website (security, fraud prevention, troubleshooting)
Comply with legal obligations and enforce our rights

5) Legal bases for processing (UK/EU GDPR)

We rely on one or more of these legal bases:

Consent
- For newsletter sign-ups (where required)
- For non-essential cookies (e.g., Google Analytics) via your cookie choices
Legitimate interests
- Responding to business enquiries
- Improving our Website and services
- Maintaining support quality via live chat logs
Contract
- Where you request services and we need your data to take steps to provide them
Legal obligation
- Where we must keep certain records or respond to lawful requests

You can withdraw consent anytime (see Section 10).

6) Google Analytics

We use Google Analytics to understand how visitors use our Website (e.g., which pages are visited, time on site, traffic sources). This helps us improve the Website and our marketing.

Google Analytics may collect information such as:

Your IP address (often processed in truncated/anonymised form depending on settings)
Device/browser information
Pages visited and interactions
Approximate location (derived from IP)

Cookies: Google Analytics typically uses cookies and similar identifiers. We only enable analytics cookies where required by law and based on your cookie preferences.

7) Newsletter (marketing emails)

When you subscribe to our newsletter, we use your email address to send updates, insights, and marketing communications.

You can unsubscribe at any time using the link in any email.
We may keep a minimal record of your unsubscribe status to ensure we respect your preferences.

We use a newsletter/email delivery provider, such as [Newsletter Provider Name e.g., Mailchimp, Brevo, Klaviyo], acting as a processor on our instructions.

8) Contact forms

When you submit a contact form, we use the information you provide to:

Respond to your enquiry
Provide information you requested
Keep internal records of communications

We recommend not sharing unnecessary sensitive information in forms.

9) Live chat

If you use our live chat, we collect:

The content of your messages
Any details you provide (e.g., name, email, phone)
Technical details such as page URL, timestamps, and device/browser data (depending on the tool)

We use this to provide support, improve our service quality, and maintain records of conversations.

Our chat provider [Live Chat Provider Name e.g., Intercom, Tawk.to, Zendesk, LiveChat] may process data on our behalf under a contract.

10) Cookies and managing preferences

We use:

Strictly necessary cookies (required for the Website to function)
Analytics cookies (Google Analytics)
Functional cookies (may be set by live chat tools)
Marketing cookies (only if you use them — remove if not used)

You can manage cookies through:

Our cookie banner / preference centre (if available)
Your browser settings (note: disabling cookies may affect site features, including live chat)

If you have a standalone Cookie Policy, link it here: [Cookie Policy URL].

11) Sharing your data

We may share your data with trusted service providers (processors) such as:

Website hosting and IT support
Google (Analytics)
Newsletter/email provider [Provider]
Live chat provider [Provider]
Professional advisers (legal/accounting)
Authorities where required by law

We do not sell your personal data.

12) International transfers

Some providers may process data outside the UK/EEA. Where this happens, we use appropriate safeguards such as:

UK IDTA / Addendum
EU Standard Contractual Clauses
Adequacy decisions (where applicable)

13) Data retention

We keep data only as long as necessary:

Enquiries (contact forms): typically up to [12–24 months] after last contact
Live chat transcripts: typically up to [6–24 months] (or per your support policy)
Newsletter subscription data: until you unsubscribe
Analytics data: per Google Analytics retention settings (e.g., [14 months])

We may retain some data longer where required by law or for legitimate business needs (e.g., dispute handling).

14) Your rights

Depending on your location, you may have rights to:

Access, correct, delete your data
Restrict or object to processing
Data portability
Withdraw consent (where consent is used)
Complain to your data protection authority (UK: ICO)

To exercise your rights, contact [privacy@company.com].

15) Security

We use reasonable security measures to protect your data (e.g., access controls, secure hosting, encryption where appropriate). No online system is 100% secure.

16) Third-party links

Our Website may contain links to third-party sites. Their privacy practices are their own, so please check their policies.

17) Changes to this Privacy Policy

We may update this policy from time to time. The latest version will be posted on this page with the updated date.