Privacy Policy & GDPR Policy

Last updated: January 2019

We respect the privacy of every person who visits Novaco.co.uk (the “Site“). We are further committed to ensuring a safe online experience.

 

1 – Purpose of the Policy

This privacy policy (‘Privacy Policy‘) explains our approach to any personal information that we might collect from you or which we have obtained about you from a third party and the purposes for which we process your personal information. This Privacy Policy also sets out your rights in respect of our processing of your personal information.

This Privacy Policy will inform you of the nature of the personal information about you that is processed by us and how you can request that we delete, update, transfer it and/or provide you with access to it.

This Privacy Policy is intended to assist you in making informed decisions when using the Sites and our Services. Please take a moment to read and understand it. Please note that it should be read in conjunction with our Website Terms of Use

Please also note that this Privacy Policy only applies to the use of your personal information obtained by us, it does not apply to your personal information collected during your communications with third parties.

 

2 – Who we are and what we do

The Sites and our Services are operated by Novaco.co.uk, (“Novaco“, “we“, “us” or “our“).

Novaco Ltd is an English company and is the data controller responsible for your personal information.

 

3 – How to contact us

If you have any questions about this Privacy Policy or want to exercise your rights set out in this Privacy Policy, please contact us by:

4 – What personal information do we collect and how do we use it?

Our primary goal in collecting personal information from you is to:

In particular, we use your personal information for the following purposes:

Fulfilment of products and services

We collect and maintain personal information that you voluntarily submit to us during your use of the Sites and/or our Services, including registering on our Sites.

We use the contact and payment details you have provided to us so that we can fulfil the supply of products and services you have ordered from our Sites, or in our shops. This includes your purchase of products, your attendance at events hosted by us or our third party partners and the processing of returns and refunds.

Who do we share your personal information with for this purpose?
We will share your personal information with the following categories of third parties:

What is our legal basis?
It is necessary for us to use your personal information to perform our obligations in accordance with any contract that we may have with you.

Customer support

Our Site uses electronic enquiry forms to allow you to request information about our products and services.  Your account and or contact information may be requested in each case, together with details of other personal information that is relevant to your customer service enquiry. This information is used in order to enable us to respond to your requests.

Who do we share your personal information with for this purpose?
We do not share your personal information for this purpose.

What is our legal basis?
It is in our legitimate interest to use your personal information in such a way to ensure that we provide the very best customer service we can to you.

Your feedback about our products and services

From time to we may contact you to invite you to provide feedback about our products and services in the form of online surveys. We use this information to help us improve the quality of service provided by us. We also use your feedback to monitor the quality of our products and services and to assist us with the selection of future product and service lines.

Who do we share your personal information with for these purposes
We carry out our own customer surveys and feedback requests.

What is our legal basis?
It is in our legitimate business interests to use the information you provide to us in your feedback for the purposes described above.

Customer insight and analysis

We analyse your contact details and other personal information that we collect about you such as your interests and demographic information together with personal information that we obtain from observing your interactions with our Sites, our email communications to you and/or with our products and services, such as the products and services you have purchased or viewed.

Where we have your consent to do so, we will also use your location data collected by us via our mobile application.

Where you have given your consent (where lawfully required), we use cookies, log files and other similar technologies to collect personal information from the computer hardware and software you use to access the Sites, or from your mobile. This includes the following:

Our web pages and e-mails contain cookies or pixel tags (“Tags“). Tags allow us to track receipt of an e-mail to you, to count users that have visited a web page, opened an e-mail and to collect other types of aggregate information. Once you click on an e-mail that contains a Tag, your contact information may subsequently be cross-referenced to the source e-mail and the relevant Tag.

In some of our e-mail messages, we use a click-through URL linked to certain websites administered by us (or on our behalf) and/or to certain third party websites (including certain event partner websites). If you decide to click through to the relevant URL, we or the relevant third party website operator (as applicable) may through the use of a Cookie track click-through data to assist in determining interest in particular topics and measure the effectiveness of these communications. Please note that to the extent that you click through to a third party website from our email, use of your data by the relevant third party will be subject to their own rules and policies.

Please note that any emails you receive from us may contain Cookies to help us to see if recipients have opened an email and understand how recipients have interacted with it. If you have enabled images, Cookies may also be set on your computer or mobile device.

If you do not wish to accept Cookies from any one of our emails, simply close the email before downloading any images or refrain from clicking on any URL links. You can also set your browser to restrict Cookies or to reject them entirely. These settings will apply to all Cookies whether included on websites or in emails.

In some instances, depending on your email or browser settings, Cookies in an email may be automatically accepted (for example, when you’ve added an email address to your address book or safe senders list). Please refer to your email browser or device instructions for more information on this.

The personal information described in this section is used to create profiles and insights about your shopping habits and the shopping habits of our other customers. By using this information, we are able to measure the effectiveness of our content and how visitors use our Sites and our Services. This allows us to learn what pages of our Sites are most attractive to our visitors, which parts of our Sites are the most interesting and what kind of offers our users like to see.

We also use this information to help us with the selection of future product and service lines and the design of our Sites and Services.

We also use this information for marketing purposes (see the marketing section below for further details).

Who do we share your personal information with for these purposes
We may share your personal information with a variety of third party service providers to assist us with customer insight analytics. These service providers are described in our Cookie Policy.

Some of our third party providers are located in the USA and their use of your personal information is governed by the EU-US Privacy Shield Framework as set forth by the US Department of Commerce regarding the collection, use and retention of personal information from European Union member countries and subject to enforcement by the Federal Trade Commission.

What is our legal basis?
Where your personal information is completely anonymised, we do not require a legal basis to use it as the information will no longer constitute personal information that is regulated under data protection laws. However, our collection and use of such anonymised personal information may be subject to other laws where your consent is required. Please see our Cookie Policy for further details.

Where your personal information is not in an anonymous form, it is in our legitimate interest to use your personal information in such a way to ensure that we provide the very best products and services to you and our other customers.

We will only use location data collected by us via our mobile application where we have your consent to do so.

Marketing communications

We carry out the following marketing activities using your personal information:

Email marketing
We use information that we observe about you from your interactions with our Sites and our email communications to you (see the Customer Insight and Analysis section above for more details of the information collected and how it is collected) to send you marketing communications by email, where you have consented to receive such marketing communications.

Who do we share your personal information with for these purposes?
Typically, we do not share your personal information for this purpose, but from time to time we may share your personal information with event third parties with your consent.

What is our legal basis?
Where your personal information is completely anonymised, we do not require a legal basis to use it for marketing analysis as the personal information will no longer constitute personal information that is regulated under applicable data protection laws. However, our collection and/or use of such anonymised personal information may be subject to other laws where your consent is required. Please see our Cookie Policy for further details.

Where your personal information is not in an anonymous form, it is in our legitimate interest to use your personal information for personalised marketing purposes.

We will only send you marketing communications via email where you have consented to receive such marketing communications.

Business administration and legal compliance

We use your personal information for the following business administration and legal compliance purposes:

Who do we share your personal information with for these purposes?
We will share your personal information with professional advisers such as lawyers and accountants and/or governmental or regulatory authorities.

What is our legal basis?
Where we use your personal information in connection with a business transition, enforce our legal rights, or to protect the rights of third parties it is in our legitimate interest to do so. For all other purposes described in this section, it is our legal obligation to use your personal information to comply with any legal obligations imposed upon us such as a court order.

Where we share your sensitive personal information, we shall obtain your consent to do so.

Any other purposes for which we wish to use your personal information that are not listed above, or any other changes we propose to make to the existing purposes will be notified to you using your contact details.

 

5 – How do we obtain your consent?

Where our use of your personal information requires your consent, you can provide such consent:

 

6 – Our use of cookies and similar technology.

Our Sites use certain cookies, pixels, log files and other technologies of which you should be aware. Please see our Cookie Policy below to find out more about the cookies we use and how to manage and delete cookies.

 

7 – Third party links and services

Our Sites contain links to third party websites and services. Please remember that when you use a link to go from our Sites to another website or you request a service from a third party, this Privacy Policy no longer applies.

Your browsing and interaction on any other websites, or your dealings with any other third party service provider, is subject to that website’s or third party service provider’s own rules and policies.

We do not monitor, control, or endorse the privacy practices of any third parties.

We encourage you to become familiar with the privacy practices of every website you visit or third party service provider that you deal with and to contact them if you have any questions about their respective privacy policies and practices.

This Privacy Policy applies solely to personal information collected by us through our Service and does not apply to these third party websites and third party service providers.

 

8 – How long do we keep your personal information?

We will keep your personal information for the purposes set out in this Privacy Policy and in accordance with the law and relevant regulations. We will never retain your personal information for longer than is necessary.

 

9 – Confidentiality and security of your personal information

We are committed to keeping the personal information you provide to us secure and we will take reasonable precautions to protect your personal information from loss, misuse or alteration.

We have implemented information security policies, rules and technical measures to protect the personal information that we have under our control from:

All of our employees and data processors (i.e. those who process your personal information on our behalf, for the purposes listed above), who have access to, and are associated with the processing of personal information, are obliged to respect the confidentiality of the personal information of all users of our Services.

 

10 – How to access your personal information

You have the following rights in relation to the personal information we hold about you:

Your right of access
If you ask us, we’ll confirm whether we’re processing your personal information and, if so, provide you with a copy of that personal information (along with certain other details). If you require additional copies, we may need to charge a reasonable fee.

Your right to rectification
I
f the personal information we hold about you is inaccurate or incomplete, you’re entitled to have it rectified. If we’ve shared your personal information with others, we’ll let them know about the rectification where possible. If you ask us, where possible and lawful to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

Your right to erasure
You can ask us to delete or remove your personal information in some circumstances such as where we no longer need it or if you withdraw your consent (where applicable). If we’ve shared your personal information with others, we’ll let them know about the erasure where possible. If you ask us, where it is possible and lawful for us to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

Your right to restrict processing
You can ask us to ‘block’ or suppress the processing of your personal information in certain circumstances such as where you contest the accuracy of that personal information or you object to us processing it. It won’t stop us from storing your personal information though. We’ll tell you before we lift any restriction. If we’ve shared your personal information with others, we’ll let them know about the restriction where it is possible for us to do so. If you ask us, where it is possible and lawful for us to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

Your right to data portability
With effect from 25 May 2018, you have the right, in certain circumstances, to obtain personal information you’ve provided us with (in a structured, commonly used and machine readable format) and to reuse it elsewhere or to ask us to transfer this to a third party of your choice.

Your right to object
You can ask us to stop processing your personal information, and we will do so, if we are:

Your rights in relation to automated decision-making and profiling
You have the right not to be subject to a decision when it’s based on automatic processing, including profiling, if it produces a legal effect or similarly significantly affects you, unless such profiling is necessary for entering into, or the performance of, a contract between you and us.

Your right to withdraw consent
If we rely on your consent as our legal basis for processing your personal information, you have the right to withdraw that consent at any time.

Your right to lodge a complaint with the supervisory authority
If you have a concern about any aspect of our privacy practices, including the way we’ve handled your personal information, you can report it to the UK Information Commissioner’s Office (ICO). You can find details about how to do this on the ICO website at https://ico.org.uk/concerns/ or by calling their helpline on 0303 123 1113.

 

11 – Changes to this privacy policy

We may make changes to this Privacy Policy from time to time.

To ensure that you are always aware of how we use your personal information we will update this Privacy Policy from time to time to reflect any changes to our use of your personal information. We may also make changes as required to comply with changes in applicable law or regulatory requirements. We will notify you by e-mail of any significant changes. However, we encourage you to review this Privacy Policy periodically to be informed of how we use your personal information.

 

Cookie Policy

To make this site work properly, we sometimes place small data files called cookies on your device. Most big websites do this too.

What are cookies?

A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions and preferences (such as login, language, font size and other display preferences) over a period of time, so you don’t have to keep re-entering them whenever you come back to the site or browse from one page to another.

How do we use cookies?

A number of our pages use cookies to remember:

  • if you have already replied to a pop-up that displays important content (so you won’t be asked again)
  • if you have agreed (or not) to our use of cookies on this site


Third party cookies

We use Google Analytics to track visitor usage to our site. This helps us understand which pages are visited most and how we can develop our site to have relevant content available. Further details of the Google Analytics Cookies can be found here:

https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage

Also, some videos embedded in our pages use a cookie to anonymously gather statistics on how you got there and what videos you visited.

Enabling these cookies is not strictly necessary for the website to work but it will provide you with a better browsing experience. You can delete or block these cookies, but if you do that some features of this site may not work as intended.

The cookie-related information is not used to identify you personally and the pattern data is fully under our control. These cookies are not used for any purpose other than those described here.

How to control cookies

You can control and/or delete cookies as you wish – for details, see aboutcookies.org. You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed. If you do this, however, you may have to manually adjust some preferences every time you visit a site and some services and functionalities may not work.