Privacy Notice

Our website address is: http://mobilitynorthlondon.co.uk.

Introduction

This Privacy Notice explains the types of personal data we may collect about you when you interact with us. It also explains how we’ll store and handle that data, and keep it safe. We take your privacy seriously and will only use your personal information to provide the products and services you have requested from us.

Explaining the legal bases we rely on

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent – In specific situations, we can collect and process your data with your consent. For example, when you tick a box to receive communication from us by post, email or telephone or when signing the VAT compliance form to complete a VAT exempt purchase. When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.

Contractual obligations – In certain circumstances, we need your personal data to comply with our contractual obligations. For example, if you order an item from us for home delivery, we’ll collect your address details to deliver your purchase, and to keep you informed about progress of orders or to discuss your queries.

Legal compliance – If the law requires us to, we may need to collect and process your data.   For example, we can pass on details of people involved in fraud or other criminal activity affecting Mobility North London to law enforcement. Where exemption from VAT is being claimed on products, we are obliged to collect details of the name and address of the person for whom the product is being bought and to record their medical condition. This is passed onto HMRC with our monthly VAT return.

Legitimate interest – In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. For example, in order to provide the initial three months free insurance on scooters, power-chairs and wheelchairs, details of customers to be insured will need to be passed on to the insurance company. There is an opportunity to consent to the method they will then use to contact you about the insurance, on the forms given when you make the purchase. We also use our records to send reminders to customers of serviceable products such as scooters and power-chairs when their product is due for its next service.

When do we collect your personal data?

When you purchase a product or service in store or by phone.

When you contact us by any means with queries, complaints etc.

When you ask one of our members of staff to email you information about a product or service.

When you comment on or review our products and services.

When you fill in any forms, such as applying for insurance for scooters.

When you’ve given a third party permission to share with us the information they hold about you.

When you use our shop and yard which has a CCTV system operating for the security of both customers and staff. These systems may record your image during your visit.

What sort of personal data do we collect?

If you have purchased a product with VAT exemption or a product to be delivered: your name, gender, address, and billing/delivery address, orders and receipts, email and telephone numbers. In the case of VAT exemption, the name and address must be the person for whom the purchase is being made. We will also need to record the relevant medical condition for this person.

Details of your interactions with us in store or online.  For example, we collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, and how and when you contact us.

Copies of documents you provide to prove your age or identity where the law requires this.

Payment card information.

Your comments and product reviews.

When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection. If you leave a comment on our site you may opt-in to save your name and email address in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year. Articles on this site may include embedded content (e.g. videos, images, articles etc.) Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

Your image may be recorded on CCTV when you visit the shop or car park where your car number plate may be recorded.

How and why do we use your personal data?

We want to give you the best possible customer experience.

Remember, if you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for. For example, if you’ve asked us to let you know when an item comes back into stock we can’t do that if you’ve withdrawn your general consent to hear from us.

Here’s how we’ll use your personal data and why:

To process any orders that you make by telephone, email or in store. If we don’t collect your personal data, we won’t be able to process your order and comply with our legal obligations. For example, your details may need to be passed to a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees and so on.

To respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.

To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll do all of this as part of our legitimate interest.

To protect our customers, premises, assets and staff from crime, we operate a CCTV system in our store and yard area which records images for security. We do this on the basis of our legitimate business interests.

To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.

If we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities.

With your consent, we may use your personal data, preferences and details of your transactions to keep you informed by email, web, text, telephone and through our contact centres about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on.

Of course, you are free to opt out of hearing from us by any of these channels at any time.

To send you relevant, personalised communications by post in relation to updates, offers, services and products. We’ll do this on the basis of our legitimate business interest.

You are free to opt out of hearing from us by post at any time.

To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Notice, product recall notices, and legally required information relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.

To develop, test and improve the systems, services and products we provide to you. We’ll do this on the basis of our legitimate business interests.

To comply with our contractual or legal obligations to share data with law enforcement. For example, when a court order is submitted to share data with law enforcement agencies or a court of law

To contact you to help improve our services. This will not include any promotional content and does not require prior consent when sent by email or text message. We have a legitimate interest to do so as this helps make our products or services more relevant to you.

Of course, you are free to opt out of receiving these requests from us at any time by updating your preferences in your online account.

To process your delivery/appointment requests. Sometimes, we’ll need to share your details with a third party who is providing a service (such as delivery couriers or an engineer visiting your home). We do so to maintain our appointment with you. Without sharing your personal data, we’d be unable to fulfil your request..

How we protect your personal data

We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it.

We secure access to all transactional areas of our websites and apps using ‘https’ technology.

How long will we keep your personal data?

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected. At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning. If you leave a comment on our website, the comment and its metadata are retained indefinitely. This is so we can recognize and approve any follow-up comments automatically.

Who do we share your personal data with?

We sometimes share your personal data with trusted third parties. For example, delivery couriers, technicians visiting your home, for fraud management, to handle complaints, to help us personalise our offers to you and so on.

Here’s the policy we apply to those organisations to keep your data safe and protect your privacy:

We provide only the information they need to perform their specific services.

They may only use your data for the exact purposes we specify in our contract with them.

We work closely with them to ensure that your privacy is respected and protected at all times.

If we stop using their services, any of your data held by them will either be deleted or rendered anonymous. Examples of the kind of third parties we work with are

IT companies who support our website and other business systems.

Operational companies such as delivery couriers.

Data insight companies to ensure your details are up to date and accurate.

Sharing your data with third parties for their own purposes:

We will only do this in very specific circumstances, for example:

With your consent, given at the time you supply your personal data, we may pass that data to a third party for their direct marketing purposes. For example, the insurers we use to provide initial insurance on scooters and power-chairs.

For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data about individuals with law enforcement bodies.

We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.

What are your rights over your personal data?

You have the right to request:

Access to the personal data we hold about you, free of charge in most cases.

The correction of your personal data when incorrect, out of date or incomplete.

For example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end (such as the end of a warranty).

That we stop using your personal data for direct marketing (either through specific channels, or all channels).

That we stop any consent-based processing of your personal data after you withdraw that consent.

Review by a member of staff of any decision made based solely on automatic processing of your data (i.e. where no human has yet reviewed the outcome and criteria for the decision).

If you have left comments on our website, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

You have the right to request a copy of any information about you that we hold at any time, and also to have that information corrected if it is inaccurate. To ask for your information and to ask for it to be amended, please contact us directly at Mobility North London, 872 High Road, London, N12 9RH or email info@mobilitynorthlondon.co.uk. If we choose not to action your request we will explain to you the reasons for our refusal.

Your right to withdraw consent

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

Where we rely on our legitimate interest

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Direct marketing

You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

Any questions?

We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and your rights to control it.

If you have any questions that haven’t been covered, please contact us directly and we will be pleased to help you:

 

 

 

 

 

 

 

 

 

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