Terms and conditions:
1. Interpretation and application
1-1 In these terms and conditions (the “Conditions”) “We”, “Us” or “Our” means U drive plus - www.udriveplus.co.uk
1-2 “You” or “Your” means you the customer.
1-3 You must read these Conditions in full as they set out the complete terms upon which We have agreed to provide and You have agreed to obtain driving lesson tuition from Us, by agreeing to partake in driving lessons you agree to our terms and conditions so .
1-4 We and Your Driving Instructor reserve the right to charge for any lessons affected by Your failure to comply with any of these Conditions.
2. Driving Lesson Tuition with Udriveplus driving School
2-1 U drive plus offer driving lesson tuition with a Udriveplus Instructor (“Your Driving Instructor”).
3. Your Driving Instructor
3-1 Your Driving Instructor is one of Our self-employed franchisees whose relationship with Us is governed by a franchise agreement. No contractual liability shall arise or subsist between You and Us. We will endeavour to assist You with Your requirements. All of Our Driving Instructors are licensed to carry on business as driving instructors and have obtained such licences from the Driving Standards Agency, which is an executive agency of the Department for Transport.
4. Lesson Tuition
4-1 Lesson Tuition is only available to persons who meet the following criteria:
◦ Aged 17 or over (or aged 16 if in receipt of the higher rate element of the disability living allowance)
◦ Who hold a valid UK provisional driving licence (“Licence”)
◦ Who are legally entitled to drive in the UK.
4-2 Your responsibilities
◦ It is Your responsibility to ensure that You have the appropriate Licence and the Licence must be presented to Your Driving Instructor prior to the commencement of Your tuition.
◦ Your Instructor reserves the right to refuse to provide You with lesson tuition or to cancel any lessons You have agreed to or booked, without liability, if You fail to provide him/her with the Licence prior to Your first lesson, it is your responsibility to read and keep up to date with all the terms and conditions laid out in this agreement.
◦ Your lesson tuition is governed by a contract between You and Your Instructor. Accordingly, You and Your Instructor are responsible for arranging the date, time, pick-up location and duration of Your lessons..
◦ You will treat Your Instructor with respect and follow Your Instructor’s reasonable instructions, particularly with regard to matters affecting Your health and safety or the health and safety of others (including any hygiene concerns). You agree that any form of abuse physical or verbal will result in immediate forfeiture of any agreed services along with any payments for such services, any form of abuse will not be tolerated towards any of our employees.
◦ You will pay for any driving lessons booked a minimum of 36 hours in advanced, any lessons not paid for within this period or cancelled in accordance with the cancellation policy, may not go ahead and will still be charged at the full price.
* You will read these terms and conditions in full and only agree to take lessons if you agree fully to the terms set out, We may also use a calender app (Totaldrive or similar), it is your responsibility to only accept the terms and conditions on the app once you have read and understood these terms and conditions, the date and time of your digital signature/acceptance will be kept for future purposes.
* You will create your driving profile on the app with correct factual information and update the address on the profile should the pick up location change for the lesson this needs to be done atleast 36 hours before your lesson or the lesson may not go ahead and may still be chargeable.
4-3 Your Driving Instructors responsibility
◦ 4-3.1-Provide You with lesson tuition at the hourly rate communicated to You from time to time.
◦ 4-3.2-Recommend what are, in their opinion, the most appropriate training methods and aids to help You study for Your theory and hazard perception test.
◦ 4-3.3-Design a course of lessons to match Your specific driving and learning needs from Your first lesson right through to Your practical test.
◦ 4-3.4-Provide You with lessons which will last one hour or such other duration as You and Your Instructor will agree in advance.
◦ 4-3.5.Provide a presentable, modern, properly maintained and dual controlled U drive plus branded car for each lesson.
◦ 4-3.6-Recommend, where appropriate, advanced courses to help You develop Your skills for; motorway driving, driving in extreme weather conditions and Pass Plus.
◦ 4-3.7-Give You relevant feedback during Your lesson and record Your development in Your Driving track record at the end of each lesson.
◦ 4-3.8-Monitor Your progress, advise and recommend what is, in their opinion, the appropriate time to book Your mock practical test and once it has been agreed between you both, apply for Your practical driving test and where required, they will advise whether it should be subsequently rescheduled.
◦ 4-3.9-Provide training on a one-to-one basis with no other learner in the car.
◦ 4-3.10-Honour the full time booked for each lesson, which should include an introduction, practical training and a debrief at the end of Your lesson.
◦ 4-3.11-At all times conduct themselves in a professional manner including: being courteous and considerate to You and your learning needs, restricting mobile phone use to emergencies or for Your benefit.
◦ 4-3.12-Reserve the right to cancel a lesson or finish a lesson early on grounds of road safety.
◦ 4-3.13-Not discriminate against You and will always abide by the law.
◦ 4-3.14-Endeavour to be on time at the agreed pick-up point and be available for the full duration of the lesson booking, subject to any circumstances beyond their control.
◦ 4-3.15-Endeavour to give You 24 hour notice (excluding Bank Holidays) should a lesson need to be rescheduled if the situation allows.
◦ 4-3.16-Respond professionally to any worries or issues that You may have and try to resolve them to Your satisfaction. If requested, they will give You the name of the Manager to whom You can refer the matter.
◦ 4-3.17-If Your Driving Instructor is for whatever reason unable to comply with their obligations to You, both We and Your Driving Instructor reserve the right to arrange for an alternative udriveplus Instructor to provide You with some or all of Your driving tuition. We will use Our best endeavours to notify You or the alternative instructor who will provide You with Your lesson tuition. If We or Your Instructor are unable to arrange for an alternative Instructor to provide Your lesson tuition, or in the event of a mechanical breakdown of the vehicle in which You have been learning to drive, or for any other reason, the Instructor reserves the right to rearrange Your lessons for a time convenient to both You and the Instructor.
5. Lesson Cancellation Policy
5-1 You must give Us or Your Instructor at least 36 hour notice (excluding Saturdays, Sundays and Bank Holidays) (the “Minimum Notice”) if You wish to cancel or rearrange a driving lesson, otherwise You will be liable to pay for 100% of the lesson fee.
5-2 Where You have pre-paid for any lesson but fail to attend or provide the Minimum Notice to cancel or rearrange the lesson, it will be counted as a lesson taken for the purposes of the lesson cancellation policy and You will be liable for the lesson fee.
5-2a notification of cancellation/ reschedule should be done by phone call or text message to 07400081008 (stating: name- address- date and time of lesson in question and your driving instructors name) or your driving instructors number, any other form of notification will not be accepted. (to ensure both you and your instructor are kept upto date)
5-3 You will not be able to sell or transfer any driving lessons which You have pre-paid for to any third party, without obtaining Our prior written consent.
5-4. Should the instructor have to cancel a lesson due to personal circumstances or not having a road worthy car neither u drive plus or the instructor will be held liable for any losses incurred be that directly or indicated. The instructor will endeavour to make up the time as soon as is possible in accordance with his/her diary .
5-4.1 if a driving lesson is cancelled at short notice by the instructor due to personal reasons any reasonable costs i.e Bus fair (if pick up was from a different location to drop off) or childcare costs will be reimbursed through lesson credit to the maximum value of 1 hour of driving tuition. (Evidence will need to be provided with any professional invoices/bus tickets as and when required)
5-4.2 If a driving test needs to be cancelled last minute due to the instructor needing time off for personal reasons/as a result of missing the driving test appointment (due to turning up late to test centre due to the instructor) the driving test booking fee will be reimbursed through lesson credit or monetary value.
5-4a.On occasion the instructor may choose not to charge for a cancelled lesson (by you) this is entirely at the instructors discretion we at u drive plus will try and be as understanding and empathetic as we can and work with you and the instructor to come to a reasonable decision but the ultimate decision is up to the instructor.
5-4b.Students who book lessons are required to pay a deposit of £20 to secure a booking.Which is non-refundable in the event of a “no show” or a cancellation outside of the “cancellation policy”
This will be implemented to avoid disruption of your lessons and avoid available slots being taken by students who can’t use the time. UDrive plus is a responsible driving school and all mitigating circumstances will be considered carefully, but we also have a responsibility towards students who want to learn to drive and will endeavour to do our best to avoid disruption to our students learning.
5-4c Students will be placed on the waiting list if there is no availability, a £20 non refundable fee (the deposit) will be charged for this service, we will place you onto the waiting list for a period upto 12 months after which if we were unable to allocate a driving lessons. you will receive a full refund
6. Insurance
6-1 Your Instructor will carry the appropriate motor insurance and be able to provide such documentation, should You be involved in an accident, whilst under the supervision of Your Instructor.
6-1a In conjunction with article 4-2 subpoint four, if the vehicle is damaged, and it is in our/instructors opinion a breach of this article. you will be liable in full or part for the damages caused as result and any repair costs . it is your responsibility as part of this agreement to follow your instructor's reasonable and fair instruction so as to avoid any damage and in the interest of safety.
6-2. Damage to wheels
Any kerb damage to alloy wheels/ tyres unfortunately is not always covered by insurance, you the student agree to pay towards the cost of any alloy wheel refurbishment/tyre repair in the event a wheel is damaged during your lesson while you was driving. A charge of £75 will apply as a minimum.
7. Price Changes
7-1 We reserve the right to change the price of all Our learner driver products including all Lessons, at any time.
8. Non-Block Booked Tuition
8-1 The price of lessons that have not been pre-paid may be changed at any time. You will receive prior notice of any price increases.
8-2. Lessons needs to be paid for at the start of the lesson.
8-3. lessons booked on bank holidays/public holidays or outside of your instructors normal working hours will be chargeable at double the agreed rate.
9. Block Booked Tuition
9-1 The cost of Block Booked tuition is based on the lesson price in force at the time that the booking is made and will be honoured for a period of 6 months from the date of the booking. We reserve the right to increase the price of any unused tuition time.
9-1a. In the event a block booking is cancelled after one hour of tuition has been taken, any time taken will be charged at standard rate for lessons before any refunds are issued should UDrive plus agree that you are entitled to a refund.
10. Special Offers & Packages
10-1 We also reserve the right to introduce (and to withdraw) offers from time to time in respect of both Our driving tuition together with any other products that We may decide.
10-2 Such offers will not affect the price of Block Bookings unless it is expressly stated within the offer.
10-3 These terms and conditions shall apply to the special offers published on the Web site udriveplus.co.uk or in any social media advertising,leaflet or publication.
10-4 Only one offer can be applied at any time, no offer combinations exist.
10-5 The free lesson offer will apply for the last lesson before the practical test, if you decide not to take the test with us this will be forfeited, this can not be taken in conjunction with any other offers without prior consent from u drive plus, and this offer cannot be transferred to any other learners.
11. Monthly Prize Draw
11-1 A monthly draw will take place on the last day of the month. Entry to the draw will be automatic on payment for a package to Us and not to the instructor, only one entry per person per month. The draw will be made by Us or one of our Instructors.
11-2 The winner will be published on Facebook udriveplus and be notified personally by their instructor or by post.
11-3 We reserve the right to cancel the draw at any time, notice will be given.
12. Recommend a Friend
12-1 If You recommend a friend to UDrive plus You will receive 10% off lessons of the cost of your own intensive course. arranged with the office. The offer only takes effect upon the friend either paying for a intensive package or having completed 15 hours normal tuition with Your instructor.
12-2 We are in no way liable for such offers made by any of Our instructors.
12-3 There is no monetary value for the offer, it must be taken as or part of a lesson.
13. Payment
13-1 You must pay for Your product(s), good(s) or lesson(s) in advance when using any of the following:
13-1A payment via credit or debit card online at www.udriveplus.co.uk
13-1B payment via Bank transfer to:
account number: 75813675
Sortcode: 60-83-71
13-1C We do not accept cheques.
14. Acknowledgement
14-1 Where You make any payments directly to Your Instructor or any of Our Instructors and the Instructor fails to pass on such payments to Us, We will not be liable for any shortfalls in such payments or any missing payments or any other failure on the part of the Instructors to forward such payments on to Us and You acknowledge that You will at all times be liable for any payments that remain outstanding to Us.
14-2 Further, You acknowledge that it is Your responsibility to ask for and to obtain appropriate receipts or other proofs, in relation to all payments You make to Your Instructor or any of Our Instructors. Where We are able to, We will endeavour to assist with any discrepancies in payments You have made without ever accepting liability for the same. Subject to You having sufficient funds, all online payments that You make will be shown on Your account within 48 hours of being made.
14-3 We do not accept responsibility or liability for any payments however made, being lost, delayed, misappropriated, rejected, tampered with, being short of the required amount or any overpayment on Your part. It is Your responsibility to ensure that You have sufficient funds to make all payments to Us and to ensure that You have paid Us the correct amount.
15. Refund Policy
15-1 Lesson Tuition
15-1-1 You are entitled to cancel Your lesson tuition up to 7 days following the date of commitment (“Booking Date”) or otherwise in accordance with the Distance Selling Regulations 2000 (the “Regulations”). If You have not taken any lesson(s) within the first 7 days of the Booking Date You will be entitled to a full refund of any amounts paid, subject to deduction of the Refund Charge or 15% whichever is greater.
15-2 If You have taken lesson(s) within the first 7 days, and You wish to cancel You will not be eligible for a refund on any lessons taken.
15-2a. block booking,no full refund , refunds will be worked out pro rata for the first 14 days... thereafter block bookings are non refundable
15-2b. Intensive course needs to be paid for in advanced before lessons are booked in,
Intensive courses are only refundable if less than three hourly (10%) lessons are taken, the instructors diary is hard to manage and because the slots have already been allocated it’s very difficult for them to get them allocated elsewhere hence why the charge would stick. Once an intensive course has been booked lessons cannot be rescheduled or cancelled (unless your instructor is not available ) any cancellations or rescheduled lessons will be charged as a lesson delivered.
15-3 No refund is payable where a period of 6 months has lapsed since Your booking date.
15-4 If You are entitled to any refund, You will be required to pay an administration charge of £20 to process the refund (the “Refund Charge”). The Refund Charge will be deducted from each refund that is paid back to You.
15-5 Where it is possible to do so, and We agree to refund You any amounts, We will do so using the same method You used when You made the payment. If for any reason We are unable to refund You using the same method with which You paid, We reserve the right to refund You by any other method We deem appropriate.
15-6 We may request additional information from You to confirm Your identity in order to comply with the Money Laundering Regulations 2007. We will also use this information to ensure adherence to Our Merchant Operating Instructions for card collection facilities.
15-7 Refunds may take up to 21 working days to reach You or Your account.
15-8Gift Vouchers – Vouchers must be used within 6 months of purchase and are non refundable.
16. Limitation of Liability
16-1.Should the instructor have to cancel a lesson due to personal circumstances or not having a road worthy car neither u drive plus or the instructor will be held liable for any losses incurred be that directly or indicated.
The instructor will endeavour to make up the time as soon as is possible in accordance with his diary .
On occasion the instructor may choose not to charge for the lesson this is entirely at the instructors discretion we at u drive plus will try and be as understanding and empathetic as we can and work with you and the instructor to come to a reasonable decision.
16-1a We have, or shall have no liability to You in relation to any injury, loss or damage arising from the use of the tuition vehicle or from the facts or omissions of Your Instructor or any other one of Our Instructors.
16-2 We will not in any event be liable for any losses relating to any business interests that You may have including but not limited to loss of profits, business, loss of opportunity or any business interruptions or delays that You may incur. This does not apply to any claim You may have for personal injury or death and nothing in these Conditions will affect Your statutory rights.
16-2a. Instructors may charge for using the learner vehicle for the test, upto a maximum of £75
16-3 We do not guarantee to provide or procure the provision of any of the services referred to in these Conditions if We are prevented from doing so in circumstances beyond Our reasonable control, including without limitations, the activities of civil government authorities, third party industrial disputes, internal industrial disputes where We have taken reasonable steps to prevent the effects of such action on any of the services set out in these Conditions but have been unable to do so; acts of God, or severe weather conditions We reserve the right to make reasonable changes to the services referred to in these Conditions and to these Conditions for any reason We deem necessary.
16-4 Where We do make any such changes, We will give You reasonable notice of the changes. If as a direct result of such changes the services We provide to You are substantially varied to Your detriment, and where We are satisfied with the same, You may cancel Your agreement with Us by giving not less than 30 days’ notice in writing to Our address below.
16-5 Any refunds that You may be entitled to will be dealt with in accordance with Our Refund Policy set out above. If any provision of these Conditions is found by any court, tribunal or administrative body of competent jurisdiction to be wholly or partly illegal, invalid, void, voidable, unenforceable or unreasonable it shall to the extent of such illegality, invalidity, voidness, voidability, unenforceability or unreasonableness, be deemed severable and the remaining provisions of these Conditions shall continue in full force and effect.
16-6 Informing You about Products and Services. If You decide You do not wish to receive such information, please inform Us, but be aware that this will prevent You from receiving Our special offers and/or promotions.
17. Data Protection
17-1 For the purposes of the Data Protection Act 1998, the data controller in relation to the information You supply is U drive plus
17-2 We may use the information You provide for administration, marketing, customer services and profiling Your purchasing preferences. When You give Us information about another person, You confirm that they have authorised You to act for them, to consent to the processing and use of their personal data in the manner described in this notice and to receive on their behalf any data protection notice.
17-3 You have the right to ask for a copy of Your information (for which We will charge a reasonable fee to cover Our administration costs) and to correct any inaccuracies contained therein.
17-4 We do not store credit/debit card details nor do we share customer details with any 3rd parties excluding what is mentioned in our privacy policy.
18. Complaints
18-1 If You have any concerns or complaints about any part of Your driving tuition which cannot be resolved with Your Instructor, please contact the Business Manager. Email at [email protected] or [email protected]
18-2 Customer care at u drive plus .
18-3 Any details which you provide to us from which we can identify you are held and processed in accordance with our Privacy Policy These terms are governed by the laws of England and Wales and any disputes will be decided only by the Courts of England and Wales.
* To ensure quality of service calls may be recorded and monitored
We Have Driving lesson offer in Coventry & west-midlands which can be found on our Facebook page. The Free driving lesson in Coventry and West midlands offer applies to the intensive course recommendation.
Privacy policy
Privacy Notice
This is the privacy notice of U drive plus. In this document, "we", "our", or "us" refer to u drive plus.
Introduction
This privacy notice aims to inform you about how we collect and process any information that we collect from you, or that you provide to us. It covers information that could identify you (“personal information”) and information that could not. In the context of the law and this notice, “process” means collect, store, transfer, use or otherwise act on information. It tells you about your privacy rights and how the law protects you.
We are committed to protecting your privacy and the confidentiality of your personal information. Our policy is not just an exercise in complying with the law, but a continuation of our respect for you and your personal information.
We undertake to preserve the confidentiality of all information you provide to us, and hope that you reciprocate.
Our policy complies with the Data Protection Act 2018 (Act) accordingly incorporating the EU General Data Protection Regulation (GDPR).
The law requires us to tell you about your rights and our obligations to you in regards to the processing and control of your personal data. We do this now, by requesting that you read the information provided at http://www.knowyourprivacyrights.org
Except as set out below, we do not share, or sell, or disclose to a third party, any information collected through our website.
1. Data Protection Officer
We have appointed a data protection officer (DPO) who is responsible for ensuring that our policy is followed.
If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact our DPO, at [email protected]
2. Data we process
We may collect, use, store and transfer different kinds of personal data about you. We have collated these into groups as follows:
Your identity includes information such as first name, last name, title, date of birth, and other identifiers that you may have provided at some time.
Your contact information includes information such as address, email address, telephone numbers and any other information you have given to us for the purpose of communication or meeting.
Your financial data includes information such as your bank account and payment card details.
Transaction data includes details about payments or communications to and from you and information about products and services you have purchased from us.
Technical data includes you internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
Marketing data includes your preferences in receiving marketing from us; communication preferences; responses and actions in relation to your use of our services.
We may aggregate anonymous data such as statistical or demographic data for any purpose. Anonymous data is data that does not identify you as an individual. Aggregated data may be derived from your personal data but is not considered personal information in law because it does not reveal your identity.
For example, we may aggregate profile data to assess interest in a product or service.
However, if we combine or connect aggregated data with your personal information so that it can identify you in any way, we treat the combined data as personal information and it will be used in accordance with this privacy notice.
3. Special personal information
Special personal information is data 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.
It also includes information about criminal convictions and offences.
We may collect special personal information about you if there is a lawful basis on which to do so.
4. If you do not provide personal information we need
Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform that contract. In that case, we may have to stop providing a service to you. If so, we will notify you of this at the time.
The bases on which we process information about you
The law requires us to determine under which of six defined bases we process different categories of your personal information, and to notify you of the basis for each category.
If a basis on which we process your personal information is no longer relevant then we shall immediately stop processing your data.
If the basis changes then if required by law we shall notify you of the change and of any new basis under which we have determined that we can continue to process your information.
5. Information we process because we have a contractual obligation with you
When you create an account on our website, buy a product or service from us, join our social media sites or otherwise agree to our terms and conditions, a contract is formed between you and us.
In order to carry out our obligations under that contract we must process the information you give us. Some of this information may be personal information.
We may use it in order to:
• verify your identity for security purposes
• sell products to you
• provide you with our services
• provide you with suggestions and advice on products, services and how to obtain the most from using our website
We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract.
We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.
6. Information we process with your consent
Through certain actions when otherwise there is no contractual relationship between us, such as when you browse our website or ask us to provide you more information about our business, including job opportunities or our products and services, you provide your consent to us to process information that may be personal information.
Wherever possible, we aim to obtain your explicit consent to process this information, for example, by asking you to agree to our use of cookies.
If you have given us explicit permission to do so, we may from time to time pass your name and contact information to selected associates whom we consider may provide services or products you would find useful.
We continue to process your information on this basis until you withdraw your consent or it can be reasonably assumed that your consent no longer exists.
You may withdraw your consent at any time by instructing us at [email protected] However, if you do so, you may not be able to use our website or our services further.
7. Information we process for the purposes of legitimate interests
We may process information on the basis there is a legitimate interest, either to you or to us, of doing so.
Where we process your information on this basis, we do after having given careful consideration to:
• whether the same objective could be achieved through other means
• whether processing (or not processing) might cause you harm
• whether you would expect us to process your data, and whether you would, in the round, consider it reasonable to do so
For example, we may process your data on this basis for the purposes of:
• record-keeping for the proper and necessary administration of our business.
• responding to unsolicited communication from you to which we believe you would expect a response
• protecting and asserting the legal rights of any party
• insuring against or obtaining professional advice that is required to manage business risk
• protecting your interests where we believe we have a duty to do so
8. Information we process because we have a legal obligation
Sometimes, we must process your information in order to comply with a statutory obligation.
For example, we may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.
This may include your personal information.
Specific uses of information you provide to us
9. Information provided on the understanding that it will be shared with a third party
Our website/social media allows you to post information with a view to that information being read, copied, downloaded, or used by other people.
Examples include:
• posting a message
• tagging an image
• clicking on an icon next to another visitor’s message to convey your agreement, disagreement or thanks
In posting personal information, it is up to you to satisfy yourself about the privacy level of every person who might use it.
We do not specifically use this information except to allow it to be displayed or shared.
We do store it, and we reserve a right to use it in the future in any way we decide.
Once your information enters the public domain, we have no control over what any individual third party may do with it. We accept no responsibility for their actions at any time.
Provided your request is reasonable and there is no legal basis for us to retain it, then at our discretion we may agree to your request to delete personal information that you have posted. You can make a request by contacting us at [email protected] .
10. Complaints regarding content on our website
Our website/social media is a publishing medium. Anyone may register and then publish information about himself, herself or some other person.
We attempt to moderate user generated content, but we are not always able to do so as soon as that content is published.
If you complain about any of the content on our website, we shall investigate your complaint.
If we feel it is justified or if we believe the law requires us to do so, we shall remove the content while we investigate.
Free speech is a fundamental right, so we have to make a judgment as to whose right will be obstructed: yours, or that of the person who posted the content that offends you.
If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.
11. Information relating to your method of payment
Payment information is never taken by us or transferred to us either through our website or otherwise. Our employees and contractors never have access to it.
At the point of payment, you are transferred to a secure page on the website of [ PayPal ] or some other reputable payment service provider. That page may be branded to look like a page on our website, but it is not controlled by us.
12. Information about your direct debit
When you agree to set up a direct debit arrangement, the information you give to us is passed to our own bank [name of bank] for processing according to our instructions. We do not keep a copy.
[We keep this information only for the duration of the direct debit arrangement.]
We are registered under the direct debit guarantee scheme. This provides for the customer's bank to refund disputed payments without question, pending further investigation. Direct debits can only be set up for payments to beneficiaries that are approved originators of direct debits. In order to be approved, these beneficiaries are subjected to careful vetting procedures. Once approved, they are required to give indemnity guarantees through their banks.
13. Job application and employment
If you send us information in connection with a job application, we may keep it for up to [three years] in case we decide to contact you at a later date.
If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for [six years] before destroying or deleting it.
14. Communicating with us
When you contact us, whether by telephone, through our website or by e-mail, we collect the data you have given to us in order to reply with the information you need.
We record your request and our reply in order to increase the efficiency of our business.
We keep personally identifiable information associated with your message, such as your name and email address so as to be able to track our communications with you to provide a high quality service.
15. Complaining
When we receive a complaint, we record all the information you have given to us.
We use that information to resolve your complaint.
If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.
We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.
16. Affiliate and business partner information
This is information given to us by you in your capacity as an affiliate of us or as a business partner.
It allows us to recognise visitors that you have referred to us, and to credit to you commission due for such referrals. It also includes information that allows us to transfer commission to you.
The information is not used for any other purpose.
We undertake to preserve the confidentiality of the information and of the terms of our relationship.
We expect any affiliate or partner to agree to reciprocate this policy.
Use of information we collect through automated systems when you visit our website
17. Cookies
Cookies are small text files that are placed on your computer's hard drive by your web browser when you visit any website. They allow information gathered on one web page to be stored until it is needed for use on another, allowing a website to provide you with a personalised experience and the website owner with statistics about how you use the website so that it can be improved.
Some cookies may last for a defined period of time, such as one day or until you close your browser. Others last indefinitely.
Your web browser should allow you to delete any you choose. It also should allow you to prevent or limit their use.
Our website uses cookies. They are placed by software operated by third parties whose services we use.
When you first visit our website, we ask you whether you wish us to use cookies. If you choose not to accept them, we shall not use them for your visit except to record that you have not consented to their use for any other purpose.
If you choose not to use cookies or you prevent their use through your browser settings, you will not be able to use all the functionality of our website.
We use cookies in the following ways:
• to track how you use our website
• to record whether you have seen specific messages we display on our website
• to keep you signed in our site
• to record your answers to surveys and questionnaires on our site while you complete them
• to record the conversation thread during a live chat with our support team
[We provide more information about the cookies we use in our cookie policy]
18. Personal identifiers from your browsing activity
Requests by your web browser to our servers for web pages and other content on our website are recorded.
We record information such as your geographical location, your Internet service provider and your IP address. We also record information about the software you are using to browse our website, such as the type of computer or device and the screen resolution.
We use this information in aggregate to assess the popularity of the webpages on our website and how we perform in providing content to you.
If combined with other information we know about you from previous visits, the data possibly could be used to identify you personally, even if you are not signed in to our website.
19. Our use of re-marketing
Re-marketing involves placing a cookie on your computer when you browse our website in order to be able to serve to you an advert for our products or services when you visit some other website.
We may use a third party to provide us with re-marketing services from time to time. If so, then if you have consented to our use of cookies, you may see advertisements for our products and services on other websites.
Disclosure and sharing of your information
20. Information we obtain from third parties
Although we do not disclose your personal information to any third party (except as set out in this notice), we sometimes receive data that is indirectly made up from your personal information from third parties whose services we use.
No such information is personally identifiable to you.
21. Third party advertising on our website
Third parties may advertise on our website. In doing so, those parties, their agents or other companies working for them may use technology that automatically collects information about you when their advertisement is displayed on our website.
They may also use other technology such as cookies or JavaScript to personalise the content of, and to measure the performance of their adverts.
We do not have control over these technologies or the data that these parties obtain. Accordingly, this privacy notice does not cover the information practices of these third parties.
22. Credit reference
To assist in combating fraud, we share information with credit reference agencies, so far as it relates to clients or customers who instruct their credit card issuer to cancel payment to us without having first provided an acceptable reason to us and given us the opportunity to refund their money.
23. Data may be processed outside the European Union
Our websites are hosted in England
We may also use outsourced services in countries outside the European Union from time to time in other aspects of our business.
Accordingly data obtained within the UK or any other country could be processed outside the European Union.
For example, some of the software our website uses may have been developed in the United States of America or in Australia.
We use the following safeguards with respect to data transferred outside the European Union:
• the processor is within the same corporate group as our business or organisation and abides by the same binding corporate rules regarding data processing.
• the data protection clauses in our contracts with data processors include transfer clauses written by or approved by a supervisory authority in the European Union, specifically that in the country of England
• we comply with a code of conduct approved by a supervisory authority in the European Union, specifically that in the country of England
• we are certified under an approved certification mechanism as provided for in the Act.
• both our organisation and the processor are public authorities between whom there is either a legally binding agreement or administrative arrangements approved by a supervisory authority in the European Union relating to protection of your information.
Control over your own information
24. Your duty to inform us of changes
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes.
25. Access to your personal information
At any time you may review or update personally identifiable information that we hold about you.
To obtain a copy of any information that is not provided on our website you should contact us to make that request.
After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.
26. Removal of your information
If you wish us to remove personally identifiable information from our website, you should contact us to make your request.
This may limit the service we can provide to you.
27. Verification of your information
When we receive any request to access, edit or delete personal identifiable information we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.
Other matters
28. Use of site by children
We do not sell products or provide services for purchase by children, nor do we market to children.
If you are under 18, you may use our website only with consent from a parent or guardian
29. Encryption of data sent between us
We use Secure Sockets Layer (SSL) certificates to verify our identity to your browser and to encrypt any data you give us.
Whenever information is transferred between us, you can check that it is done so using SSL by looking for a closed padlock symbol or other trust mark in your browser’s URL bar or toolbar.
30. How you can complain
If you are not happy with our privacy policy or if you have any complaint then you should contact us on [email protected]
If a dispute is not settled then we hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation or arbitration.
If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the Information Commissioner's Office (ICO). This can be done at https://ico.org.uk/make-a-complaint/. We would, however, appreciate the opportunity to talk to you about your concern before you approach the ICO.
31. Retention period for personal data
Except as otherwise mentioned in this privacy notice, we keep your personal information only for as long as required by us:
• to provide you with the services you have requested;
• to comply with other law, including for the period demanded by our tax authorities;
• to support a claim or defence in court.
32. Compliance with the law
Our privacy policy has been compiled so as to comply with the law of every country or legal jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your jurisdiction, we should like to hear from you.
However, ultimately it is your choice as to whether you wish to use our website.
33. Review of this privacy policy
We may update this privacy notice from time to time as necessary. The terms that apply to you are those posted here on our website on the day you use our website. We advise you to print a copy for your records.
If you have any question regarding our privacy policy, please contact us.
