Need to speak to someone directly? We are here to help you.Chat with an agent
The Chat Shop Ltd
Your privacy is important to us at The Chat Shop Ltd (“us” or “we”) and we are committed to protecting and respecting your privacy.
For the purpose of the Data Protection Act 1998 (the “Act”) and the UK General Data Protection Regulation (“GDPR”) and all successor legislation to the Data Protection Act 1998 and the GDPR (the “Data Protection Legislation”), the data controller is The Chat Shop Ltd (company no. 08110233) of The Chat Shop, Building 3, Chiswick Park 566 Chiswick High Road London, W4 5YA.
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (known as “anonymous data”).
We may collect, use, store and transfer the following data about you:
We do not collect any special categories of personal data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
We will only use your personal data when the law allows us to. Most commonly, we will use your personal information:
We have set out below a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.
Purpose/ActivityType of dataLawful basis for processing including basis of legitimate interest
To process and deliver the services that you or your business have requested including:
(a) Manage payments, fees and charges;
(b) Collect and recover money owed to us
Identity, contact details and financial information
(a) Performance of a contract with you
(b) Necessary for our legitimate interests (to perform our contractual obligations and to recover debts due to us)
To manage our relationship with you or your business which will include:
(b) Asking you to leave a review or take a survey
(a) Performance of a contract with you
(b) Necessary to comply with a legal obligation
(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our services)
To enable you to book a demonstration of our live chat services on our site contact details are necessary for our legitimate interests (to enable us to provide you with a demonstration of our services on your request with a view to entering into a contract in respect of such services)
To provide you with assistance through the live chat function on our site identity, content of the chat session and technical data such as IP address are necessary for our legitimate interests (to reply to customer queries and to assist our customers with issues they are experiencing)
To administer and protect our business and our site (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) identity, contact details and technical data such as IP address are
(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)
(b) Necessary to comply with a legal obligation
To use data analytics to improve our website, services, marketing, customer relationships and experiences technical data such as IP address is necessary for our legitimate interests (to define types of customers for our services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about services that may be of interest to you or your business identity, contact details, usage data are necessary for our legitimate interests (to develop our products/services and grow our business)
To send our newsletter to you where requested contact details and consent.
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
You will receive marketing communications from us if you have requested information from us or purchased services from us and, in each case, you have not opted out of receiving that marketing.
We will get your express opt-in consent before we share your personal data with any company outside The Chat Shop Ltd group of companies for marketing purposes.
You can ask us or third parties to stop sending you marketing messages at any time by contacting us at any time.
Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a service purchase or other transactions.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
We may have to share your personal information with the third parties set out below, or any other third parties notified to you, for the purposes set out in paragraph 3 above:
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
We may share your personal data within The Chat Shop Ltd Group. This will involve transferring your data outside the European Economic Area (“EEA”).
We ensure your personal data is protected by requiring all our group companies to use specific contracts approved by the ICO and the European Commission which give personal data the same protection it has in the UK and Europe.
Some of our external third parties are also based outside the UK and EEA so their processing of your personal data will involve a transfer of data outside the UK and EEA.
Whenever we transfer your personal data out of the UK and EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the UK and EEA.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
However, the transmission of information via the internet is never completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
We will only retain your personal information for as long as is necessary to carry out the purpose for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
Under the Data Protection Legislation you may be entitled to the following rights:
You can exercise any of the above rights at any time by writing to us at The Chat Shop, Building 3, Chiswick Park, 566 Chiswick High Road, Chiswick, Greater London W4 5YA, United Kingdom by emailing email@example.com or by calling us on 020 3567 1037.
Our site may, from time to time, contain links to and from the websites of our partners and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.
A cookie is a small piece of information sent by a web server to store on a web browser so it can later be read back from that browser. Cookies may collect information, including a unique identifier, user preferences, profile information, membership information, and general usage and volume statistical information. Cookies may also be used to collect individualised website use data. Some cookies may remain on users’ computers after they leave the website.
Your browser may provide you with information and control over cookies. You can set your browser to alert you when a cookie is being used, and accept or reject the cookie. You can also set your browser to refuse all cookies or accept only cookies returned to the originating servers. Users can generally disable the cookie feature on their browser without affecting their ability to use the site, except in some cases where cookies are used as an essential security feature necessary for transaction completion. Cookies, however, are important to the proper functioning of a site, and disabling them may degrade your experience and interfere with web site features and customisations.
We may engage one or more third party service providers to track and analyse both individualised usage and volume statistical information. Your personal information is never directly connected to or stored on your computer, but is accessed when we identify your cookie to provide you with a more personalised experience when visiting our site. Aggregate cookie and tracking information may be shared with third parties.
You can find more information about the individual cookies we use and the purposes for which we use them in the table below:
This is the platform our live chat services is hosted on. This cookie provides us with supplementary information on how you interact with our live chat service, and may track if you perform certain actions so that they can be attributed to chat.
This is a platform used for behaviour analytics provided by Microsoft. It provides us with information about the behaviour of our visitors (for example, how long they stayed on the site, the average number of pages viewed) and also tells us how many visitors we have had.
This is a customer relationship management tool. It enables us to understand the behaviour of visitors to our site and the actions they took before enquiring about our services through either the HubSpot software-powered forms or through tracking integrations with LiveChatInc. As a customer relationship management tool, HubSpot additionally tracks returns to the site from users who have previously enquired about The Chat Shop’s services.
AdRollThis is a growth platform that enables The Chat Shop to retarget digitally users who visit The Chat Shop’s domain but do not make an enquiry. The data collected by AdRoll is anonymised and display retargeting is carried out on other sites online.
This is a social media platform that enables The Chat Shop to retarget digitally users who visit The Chat Shop’s domain but do not make an enquiry. The data collected by Facebook is anonymised and display retargeting is carried out only on Facebook. The Facebook pixel does not allow The Chat Shop to link individual users to their respective Facebook accounts.
This is a video hosting service which collates video-watching data into simplified reports, including heatmaps. This platform is only used in connection with video plays.
Effective date: 02/03/2022
The Services may contain links to services owned and operated by third parties. We may also use some third-parties software or products to provide you with the Service properly. If we do so and provide third -parties of any personal data you can be sure the transfer is legal and secured. These third-party services may have their own privacy policies and we recommend that you review them. They will govern the use of personal information that you submit or which is collected by cookies and other tracking technologies whilst using these services. We do not accept any responsibility or liability for the privacy practices of such third party services and your use of these is at your own risk.
2. Information we may collect about you
We collect and process the following information which may include your personal data.
Your name, last name, email address, phone number, contact data, device’s ID, your user preferences as well as all the data (including personal data) you supply to us and information provided by you when using the Service or website.
3. Collecting, processing and using personal data
We only store and process your personal data when you have voluntarily supplied us with it such as by filling in a contact form or signing up to the Service. Your personal data will only be disclosed or otherwise transmitted if this is necessary to implement the contract, render our Services or you have given your prior consent.
4. Why we collect information about you - purpose of processing
5. Cookies and Web Beacons
6. Log files
During every access of our website user data is transmitted by the respective Internet browser and stored in protocol files, the so-called server log files. The datasets stored here may contain such data as date and time of access, name, website, IP address, referrer URL (original URL from which you arrived at the website), the amount of data transmitted, product and version information of the browser used.
7. Geo-location data
In case geo-location is opt-in by you, please be aware we may have access to your geo-location data as we collect and process IP address of all devices using our Services. Collecting and processing your geo-location data refers to mobile devices as well as computers.
8. Children personal data
We do not collect personal information from anyone under the age of 18. If you notice we collect and process personal data of anyone under this age, please contact us. We encourage parents and legal guardians to monitor their children’s Internet usage and to help enforce this Policy by instructing their children never to provide personal information through the websites or Services.
9. Data sharing
Required by law: In addition, we may disclose your information to the extent that we are required to do so by law (which may include to government bodies and law enforcement agencies); in connection with any legal proceedings or prospective legal proceedings; and in order to establish, exercise or defend our legal rights.
10. Data transmission
Your data is transmitted safely by using encryption. We secure our website and other systems with technical and organizational measures against the loss, destruction, access, change or dissemination of your data by unauthorized persons.
11. Your rights
You have the following rights over the way your personal data are processed.
To make a request, please let us know by sending an email to firstname.lastname@example.org.
a) You have the right to request a copy of the personal information we process about you and to have any inaccuracies corrected.
b) You can ask for supplying, correcting or deleting personal information held about you.
c) You can ask us to restrict, stop processing, or to delete your personal data.
d) You can withdraw your consent for data processing.
e) Obtain a copy of your personal data, which you can use with another service provider
f) Make a complaint to a Supervisory Authority.