Privacy policy

1.
Introduction
1.1.
We are committed to safeguarding the privacy of our website visitors and service users; in this policy we explain how we will handle your personal data.
1.2.
We will ask you to consent to our use of cookies in accordance with the terms of this policy when you first visit our website.
2.
How we use your personal data
2.1.
In this Section 2 we have set out:
  1. the general categories of personal data that we may process;
  2. in the case of personal data that we did not obtain directly from you, the source and specific categories of that data;
  3. the purposes for which we may process personal data; and
  4. the legal bases of the processing.
2.2.
We may process data about your use of our website and services ("usage data"). The usage data may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. The source of the usage data is our analytics tracking system. This usage data may be processed for the purposes of analysing the use of the website and services. The legal basis for this processing is our legitimate interests, namely monitoring and improving our website and services.
2.3.
We may process your account data ("account data"). The account data may include your name and email address. The account data may be processed for the purposes of operating our website, allowing you to access our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and our legitimate interests, namely operating our website and services, and fulfilling the terms of our contracts with other website users.
2.4.
We may process your information included in your personal profile on our website ("profile data"). The profile data may include your name, address, telephone number, email address, profile pictures, gender, date of birth, employment details, information provided by you in your personal statement, and information about your availability, where you are a service provider. The profile data may be processed for the purposes of enabling and monitoring your use of our website and services. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and our legitimate interests, namely operating our website and services, and fulfilling the terms of our contracts with other website users.
2.5.
We may process your personal data that are provided in the course of the use of our services ("service data"). The service data may include communications between you and a contracted service provider listed on our website, or communications between you and a contracted client booking your services through our website . The source of the service data is the messages sent via text message to or from a proxy phone number registered to us or using the website messenger to or from a contracted service provider. The service data may be processed for the purposes of providing a non-binding opinion to help resolve a disputed payment, for the purposes of verifying information contained in reviews and complaints about service providers, to provide advice and support to service providers, where requested or required, to investigate and take appropriate action with respect to claims of harassment or other inappropriate behaviour by a user of our website and to ensure compliance with our terms and conditions. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and our legitimate interests, namely operating our website and services, and fulfilling the terms of our contracts with other website users.
2.6.
We may process information that you post for publication on our website or through our services ("publication data"). The publication data may be processed for the purposes of enabling such publication and administering our website and services. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract, and our legitimate interests, namely operating our website and services, and fulfilling the terms of our contracts with other website users.
2.7.
We may process information relating to transactions, including purchases of goods and services, that you enter into with us and/or through our website ("transaction data"). The transaction data may include your contact details, your card details and the transaction details. The transaction data may be processed for the purpose of supplying the purchased goods and services and keeping proper records of those transactions. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract and our legitimate interests, namely our interest in the proper administration of our website and business, and our requirement to fulfil the terms of our contract with service providers (with respect to maintaining auditable financial records), and to meet our regulatory requirements with respect to our own financial record keeping.
2.8.
We may process information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters ("notification data"). The notification data may be processed for the purposes of sending you notifications relating to the schedule of bookings made using our website, as well as necessary communications about status or required actions with respect to an actual or pending booking. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract.
2.9.
We may process information contained in or relating to any communication that you send to us ("correspondence data"). The correspondence data may include the communication content and metadata associated with the communication. Our website will generate the metadata associated with communications made using the website contact forms. The correspondence data may be processed for the purposes of communicating with you and record-keeping. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and communications with users.
2.10.
In addition to the specific purposes for which we may process your personal data set out in this Section 2, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.
2.11.
Please do not supply any other person's personal data to us, unless we prompt you to do so.
3.
Providing your personal data to others
3.1.
We may disclose your personal data to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining and maintaining insurance coverage, managing risks, obtaining professional advice and managing legal disputes.
3.2.
Financial transactions relating to our website and services are handled by our payment services providers, Paypal Ltd. and Braintree Payments (a subdividion of Paypal). We will share transaction data with our payment services providers only to the extent necessary for the purposes of processing your payments, refunding such payments and dealing with complaints and queries relating to such payments and refunds. You can find information about the payment services providers' privacy policies and practices at https://www.paypal.com/uk/webapps/mpp/ua/privacy-full.
3.3.
We may disclose your enquiry data to one or more of those service providers listed on our website for the purpose of enabling them to contact you so that they can offer, market and sell to you relevant services.
3.4.
In addition to the specific disclosures of personal data set out in this Section 3, we may also disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.
3.5.
Disclosure of service data:
We may disclose service data (i.e. the communications between a buyer and service provider), in an anonymous form, to Microsoft, in order to fulfil our obligations to a buyer or service provider to facilitate communications, as stated in our terms and conditions. This includes the use of Microsoft Translator, for the use of machine translation. The Microsoft privacy policy (see the section for Microsoft Translator) governs how Microsoft will process and retain this data: https://privacy.microsoft.com/en-gb/privacystatement
4.
International transfers of your personal data
4.1.
In this Section 4, we provide information about the circumstances in which your personal data may be transferred to countries outside the European Economic Area (EEA).
4.2.
Some hosting and processing facilities for our website are situated in the United States of America. The European Commission has made an "adequacy decision" with respect to the data protection laws this country. Transfers to this country will be protected by appropriate safeguards, namely the use of standard data protection clauses adopted or approved by the European Commission.
4.3.
You acknowledge that personal data that you submit for publication through our website or services may be available, via the internet, around the world. We cannot prevent the use (or misuse) of such personal data by others.
5.
Retaining and deleting personal data
5.1.
This Section 5 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal data.
5.2.
Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.
5.3.
We will retain and delete your personal data as follows:
  1. Usage Data will be retained for 7 years following the date of acquisition, at the end of which period it will be deleted from our systems;
  2. Account Data will be retained for 7 years following the date of last use of our website, at the end of which period it will be deleted from our systems;
  3. Profile Data will be retained for 7 years following date a profile is rendered inactive, at the end of which period it will be deleted from our systems;
  4. Publication Data will be retained for 7 years following the date of acquisition, at the end of which period it will be deleted from our systems;
  5. Transaction Data will be retained for 7 years following the date of acquisition, at the end of which period it will be deleted from our systems;
  6. Notification Data will be retained for 7 years following date a profile is rendered inactive, at the end of which period it will be deleted from our systems;
  7. Correspondence Data will be retained for 6 years following the date of acquisition, at the end of which period it will be deleted from our systems and
  8. Service Data will be retained for 6 months following the later of date of acquisition and the date it was last used to justify a business decision necessary for the fulfilment of our contractual obligations, at the end of which period it will be deleted from our systems.
5.4.
Notwithstanding the other provisions of this Section 5, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.
6.
Amendments
6.1.
We may update this policy from time to time by publishing a new version on our website.
6.2.
You should check this page occasionally to ensure you are happy with any changes to this policy.
6.3.
We may notify you of changes to this policy by email or through the private messaging system on our website.
7.
Your rights
7.1.
In this Section 7, we have summarised the rights that you have under data protection law. Some of the rights are complex, and not all of the details have been included in our summaries. Accordingly, you should read the relevant laws and guidance from the regulatory authorities for a full explanation of these rights.
7.2.
Your principal rights under data protection law are:
  1. the right to access;
  2. the right to rectification;
  3. the right to erasure;
  4. the right to restrict processing;
  5. the right to object to processing;
  6. the right to data portability;
  7. the right to complain to a supervisory authority; and
  8. the right to withdraw consent.
7.3.
You have the right to confirmation as to whether or not we process your personal data and, where we do, access to the personal data, together with certain additional information. That additional information includes details of the purposes of the processing, the categories of personal data concerned and the recipients of the personal data. Providing the rights and freedoms of others are not affected, we will supply to you a copy of your personal data. The first copy will be provided free of charge, but additional copies may be subject to a reasonable fee. You can access your personal data by visiting your account pages when logged into the website.
7.4.
You have the right to have any inaccurate personal data about you rectified and, taking into account the purposes of the processing, to have any incomplete personal data about you completed.
7.5.
In some circumstances you have the right to the erasure of your personal data without undue delay. Those circumstances include: the personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed; you withdraw consent to consent-based processing; the processing is for direct marketing purposes; and the personal data have been unlawfully processed. However, there are certain general exclusions of the right to erasure. Those general exclusions include where processing is necessary: for exercising the right of freedom of expression and information; for compliance with a legal obligation; or for the establishment, exercise or defence of legal claims.
7.6.
In some circumstances you have the right to restrict the processing of your personal data. Those circumstances are: you contest the accuracy of the personal data; processing is unlawful but you oppose erasure; we no longer need the personal data for the purposes of our processing, but you require personal data for the establishment, exercise or defence of legal claims; and you have objected to processing, pending the verification of that objection. Where processing has been restricted on this basis, we may continue to store your personal data. However, we will only otherwise process it: with your consent; for the establishment, exercise or defence of legal claims; for the protection of the rights of another natural or legal person; or for reasons of important public interest.
7.7.
You have the right to object to our processing of your personal data on grounds relating to your particular situation, but only to the extent that the legal basis for the processing is that the processing is necessary for: the performance of a task carried out in the public interest or in the exercise of any official authority vested in us; or the purposes of the legitimate interests pursued by us or by a third party. If you make such an objection, we will cease to process the personal information unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms, or the processing is for the establishment, exercise or defence of legal claims.
7.8.
You have the right to object to our processing of your personal data for direct marketing purposes (including profiling for direct marketing purposes). If you make such an objection, we will cease to process your personal data for this purpose.
7.9.
You have the right to object to our processing of your personal data for scientific or historical research purposes or statistical purposes on grounds relating to your particular situation, unless the processing is necessary for the performance of a task carried out for reasons of public interest.
7.10.
To the extent that the legal basis for our processing of your personal data is consent, and such processing is carried out by automated means, you have the right to receive your personal data from us in a structured, commonly used and machine-readable format. However, this right does not apply where it would adversely affect the rights and freedoms of others.
7.11.
If you consider that our processing of your personal information infringes data protection laws, you have a legal right to lodge a complaint with a supervisory authority responsible for data protection. You may do so in the EU member state of your habitual residence, your place of work or the place of the alleged infringement.
7.12.
To the extent that the legal basis for our processing of your personal information is consent, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing before the withdrawal.
7.13.
You may exercise any of your rights in relation to your personal data by email or using the contact form on our website, in addition to the other methods specified in this Section 7.
8.
About cookies
8.1.
A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.
8.2.
Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
8.3.
Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.
9.
Cookies that we use
9.1.
We use cookies for the following purposes:
  1. authentication - we use cookies to identify you when you visit our website and as you navigate our website;
  2. status - we use cookies to help us to determine if you are logged into our website;
  3. personalisation - we use cookies to store information about your preferences and to personalise the website for you;
  4. security - we use cookies as an element of the security measures used to protect user accounts, including preventing fraudulent use of login credentials, and to protect our website and services generally;
  5. analysis - we use cookies to help us to analyse the use and performance of our website and services; and
  6. cookie consent - we use cookies to store your preferences in relation to the use of cookies more generally.
10.
Cookies used by our service providers
10.1.
Our service providers use cookies and those cookies may be stored on your computer when you visit our website.
10.2.
We use Google Analytics to analyse the use of our website. Google Analytics gathers information about website use by means of cookies. The information gathered relating to our website is used to create reports about the use of our website. Google's privacy policy is available at: https://www.google.com/policies/privacy/.
10.3.
We use Microsoft to provide website hosting and services. This service uses cookies for load balancing and session affinity. You can view the privacy policy of this service provider at https://privacy.microsoft.com/en-gb/privacystatement.
11.
Managing cookies
11.1.
Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:
  1. https://support.google.com/chrome/answer/95647?hl=en (Chrome);
  2. https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences (Firefox);
  3. http://www.opera.com/help/tutorials/security/cookies/ (Opera);
  4. https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies (Internet Explorer);
  5. https://support.apple.com/kb/PH21411 (Safari); and
  6. https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy (Edge).
11.2.
Blocking all cookies will have a negative impact upon the usability of many websites.
11.3.
If you block cookies, you will not be able to use all the features on our website.
12.
Our details
12.1.
This website is owned and operated by Helpwiz Ltd.
12.2.
We are registered in England and Wales under registration number 09646445, and our registered office is at 3 Kings Meadow, Osney Mead, Oxford, Oxfordshire, England, OX2 0DP.
12.3.
You can contact us:
  1. by post, using the postal address given above;
  2. using our website contact form; or
  3. by email, using the email address published on our website from time to time.