Privacy Policy

Introduction

The protection of your personal information is important to us. We respect your privacy and this policy is to help you understand what we do with the information we hold about you. This Privacy Policy explains how we collect, use, share, protect and retain your personal information.

In this document “we” and “V-Go” refer to Verve Connect Ltd.

V-Go is the “data controller” for your personal data. This means that we have a legal responsibility for how we collect and handle your personal data.

How to Contact us

If you have any questions in relation to this privacy notice and or your personal data then please contact us via v-go@verveconnect.co.uk.

Alternatively, you can contact us in writing at

Data Protection Officer
Verve Connect Ltd.
59 Church Street
Staines
TW18 4XS

1. Your personal information
1.2 What is personal information and what is processing of personal information?

Personal information (or data) is any information relating to you and that alone or together with other pieces of information gives the person that collects and processes such information the opportunity to identify you as a person. It can be your name, some form of identification number, your location data, or information related to your physical, physiological, genetic, mental, economic, cultural or social life.

Processing of the information means any action with your personal data, for example, collection, recording, organisation, structuring, storage, use or disclosure by any means.

1.3 What personal information do we collect?

We may collect the following types of personal information from you when you purchase or use V-Go products or services:

  • Contact details: information that allows us to contact you directly such as your name, email address, telephone number, and postal addresses associated with your accounts or order.
  • V-Go account details: You will be asked to provide information when you register with us and create an account. The information includes your contact details, such as your name, address, and email address.
  • Transaction information: records of the products and services you purchase from us.
  • Payment information: credit/ debit card details and bank account details you provide to make payment for the products and services you purchase from us.
  • Delivery information; information relating to the delivery of our products to you.
  • Installation and service history; records relating to the installation of our products at your home or property and information relating to the servicing of that product.
  • Device information: information about the smartphones, mobiles, computer or other electronic devices you connect to our products or website. Such as details about the type of device which include but not limited to unique device identifying numbers, operating system, browser, IP address, service provider and mobile network.
  • Responses to surveys, competitions and promotions: we keep of any surveys you respond to or your entry into any competition or promotion we run.
  • Records of your discussions with our customer support teams: when you share comments and opinions with us, ask us questions or make a complaint we will keep a record of this. This includes when you send us emails, phone or customer service teams or contact us through social media such as through Twitter or our Facebook page.
  • How you use V-Go products and services and their performance.
  • How you use our website; when you use our website we collect information about the pages you look at and how you use them.

You are not required to provide any of the personal information described above to us however, if you don’t you may not be able to use our products and services or the functionality of our products may be reduced.

1.4 What do we use your personal information for?

It’s important that you understand what we do with the data that we hold about you.

Purpose Personal information
Provide our services to you and maintain your account All the personal information we collect(*)
Take payment for our products and services Transaction and payment information
Deliver products to you Delivery information
Answer your queries or complaints All the personal information we collect(*)
Maintain and improve our products and services All the personal information we collect(*)
Data analytics and statistical research to help us better understand how our products are used and make suggestions and recommendations to you about the use of our products
  • How you use your products
  • How you use the apps and website
  • Device information
  • Transaction information
  • Records of your discussions with our customer support teams
Staff training All the personal information we collect(*)
Develop new products and services All the personal information we collect(*)
Determine products and services that may be of interest to you All the personal information we collect(*)
Direct Marketing
  • Contact information
  • Transaction information
  • Product information

(*) Does not include your payment information.

We may anonymise and aggregate any of the personal information we hold (so that it does not directly identify you). We may use anonymised and aggregated information for purposes that include testing out IT systems, research, data analysis, improving our site, apps, products and developing new products and services.

1.5 How do we collect your personal data?

We will collect your personal data from a number of sources, these include the following:

  • Directly from you – for example, when your create your V-Go account, purchase products/ services, forms we provide you, enter competitions/ promotions, contact us by phone, email or communicate directly in some other way.
  • Our website and V-Go products – provides us with information about how you use them and the devices in your home that you connect to them.
  • 3rd party companies – provides us with information to help deliver our products and services to you, and to understand you better.
  • Installers and service engineers – who will provide us with information about the installation and maintenance of V-Go products.
1.6 How do we protect your personal information?

We take technical and organisational measures to ensure the personal information is processed in a manner that ensures appropriate security of information including protections against unauthorised or unlawful processing and against accidental loss, destruction or damage. For example, we make sure that access to our systems containing personal information is only allowed to our employees if they have a genuine business reason for accessing that data.

1.7 Who do we share your personal information with?

We share your personal information with the following parties:

  • Other companies’ apps and products: for the purpose of providing apps, products & services.
  • Installers and service engineers: so that they can book appointments with you and provide installation and product maintenance services.
  • Delivery companies: to deliver products that you have ordered from us.
  • Other service providers and advisors: such as companies that support our IT, help us analyse the data we hold, process payments, send communications to our customers, provide us with legal or financial advice and generally help us deliver our services to you.
  • Market research: occasionally we may ask our market research partners to contact our customers to help us find out how to improve our products and services.
  • Third Party Partners: Where you have specifically allowed us to share your personal data with at this party, for instance, in order to take part in a research project or where you have agreed that your V-Go products can be connected with another company’s products or services.
  • The Government or regulators: where we are required to do so by law or to assist with their investigations.
  • Police and law enforcement: to assist with the investigation and prevention of crime.
  • Business Transfers: As we develop our business, we might sell or buy businesses or assets. In the event of a corporate sale, merger, reorganization, dissolution or similar event, Personal Data may be part of the transferred assets.

We do not disclose personal information to anyone else except as detailed above. We may provide third parties with aggregate statistical information and analytics about users of our products and services but we will make sure no one can be identified from this information before we disclose it.

Under no circumstances will we disclose data to third parties not specified here for advertising purposes.

1.8 How long do we hold the data and how do we delete it?

Unless a longer retention period is required or permitted by law, we will only hold your data on our systems for the period necessary to fulfil the purposes outlined in this privacy policy or until you request that the data be deleted.

2. Marketing
2.1 Direct Marketing

In accordance with the marketing preferences you set when creating your account or that you set with us at another time we may contact you by email, push notifications via the app, text, mail, or phone with information about products and services we believe you may be interested in.

If you tell us not to email, send push notifications, mail or phone you with direct marketing we won’t contact you in that way. You can let us know at any time that you do not wish to receive marketing messages by sending an email to v-go@verveconnect.co.uk. You can also unsubscribe from our marketing emails by clicking on the unsubscribe link in the email we send you.

2.2 Advertising on other websites and apps

We work with our advertising agencies to show you advertising about our products and services on websites or apps that you visit, at a time and in manner that we feel is relevant to you. To do this, our advertising agencies use anonymised information about the websites, apps, social media content and ads you interact with or view when connected to the Internet, to make sure the advertising you see is more relevant to you. The techniques our advertising agencies use (to determine what advertising to show you), recognise the device you are using but are not aimed at you as a named individual. Typically, cookies and similar technologies are used to target this type of advertising, read more in ‘Cookies’ Section.

3. Cookies

A cookie is a small amount of data, which often includes an anonymous unique identifier, that is sent to your browser from a web site’s computers and stored on your computer’s hard drive. You can configure your browser to be informed about the use of cookies and decide individually about their acceptance on a case by case basis or you can configure your browser to generally exclude cookies for certain cases. If you choose not to accept cookies, the functionality of our site may be reduced.

4. Your rights in relation to your personal information

You have the following rights in relation to your personal information:

  • The right to be informed about how your personal information is being used.
  • The right to access the personal information we hold about you.
  • The right to opt-out of receiving direct marketing messages.
  • The right to request the correction or inaccurate personal information we hold about you.
  • The right to request the blocking or deletion of your personal information where the processing does not comply with applicable data protection laws.

To exercise any of the above rights, or if you have any questions relating to your rights, please contact us by using the details set out at the top of this notice.

If you are unhappy with any aspect of how we handle your personal data you also have the right to contact the Information Commissioner’s Office (ICO), the supervisory authority that regulates handling of personal information in the UK.

You can contact them by going to their website (https://ico.org.uk) , phoning them on 0303 123 1113 or by post to:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF

We are here to help and encourage you to contact us to resolve your complaint first.