Privacy Policy

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Cookie Policy

What are cookies?

A cookie is a small text file that is placed on your device when you visit a website. Cookies help websites function properly and provide information to website owners to improve user experience.

Cookies may be “session cookies” (deleted when you close your browser) or “persistent cookies” (stored until they expire or are deleted manually).

How we use cookies

We use cookies to:

ensure the website functions correctly;
improve website performance and user experience;
analyse how visitors use our website; and
enable services such as live chat.

We do not use cookies to directly identify you by name.

Types of cookies we use

Strictly necessary cookies

These cookies are required for the website to function properly and cannot be disabled in our systems. They are typically set in response to actions such as setting privacy preferences, logging in, or completing forms.

Analytics cookies

These cookies help us understand how visitors use our website, including pages visited, time spent on pages, device and browser information, and general usage patterns.

This information is used to improve website performance and user experience. Data collected is stored for a limited period and processed in accordance with our Privacy Policy.

Analytics cookies will only be used where you have provided consent, where required.

Functional cookies

These cookies enable enhanced functionality and services on our website, including the live chat service provided by Tawk.to.

They may be set when the live chat widget loads and are used to enable chat functionality and maintain your session across pages.

Third-party cookies

Some cookies may be set by third-party services we use, such as analytics providers and live chat providers. These third parties may process data in accordance with their own privacy policies.

Where required, third-party cookies are only used with your consent.

Live Chat (Tawk.to cookies)

Our website uses a live chat service provided by Tawk.to.

When the live chat feature is used, or when the chat widget loads, Tawk.to may set cookies or use local storage technologies. These are used to:

enable the chat function;
maintain your chat session; and
support continuity of conversations across pages.

For more information about how we process personal data through live chat, please see our Privacy Policy.

How we use cookies (consent)

When you first visit our website, you will be presented with a cookie banner allowing you to accept or reject non-essential cookies.

Non-essential cookies (such as analytics cookies) are only used where you have provided consent. You can change or withdraw your consent at any time via your browser settings or any cookie preference tool provided on our website.

Most web browsers also allow you to block or delete cookies through their settings. If you disable cookies, some parts of the website (including live chat) may not function properly.

Third-party cookies (examples)

We may use third-party services such as:

Google Analytics (website performance and usage analytics)
Hotjar (user experience and interaction analytics)

These providers may set cookies when you visit our website. Where required, these cookies will only be used with your consent.

Changes to this Cookie Policy

We may update this Cookie Policy from time to time to reflect changes in technology, law, or our services. Any updates will be posted on this page.

Privacy Policy (Live Chat & Cookies Sections)

Live Chat (Tawk.to)

We provide customer support using the Tawk.to live chat service.

When you use live chat, we may collect and process the following personal data:

your name (if you choose to provide it);
your email address (if you choose to provide it);
the contents of your messages;
information about your browser, device and IP address; and
information about your use of our website necessary to provide the live chat service.

We use this information to:

respond to your enquiries;
provide customer support;
maintain records of customer communications; and
improve the quality of our customer service.

Our legal basis for processing this data is our legitimate interests in providing customer support and communicating with customers. Where your enquiry relates to an order or contract, processing may also be necessary for the performance of a contract or to take steps prior to entering into a contract.

We use Tawk.to as our data processor to provide the live chat service. Chat transcripts are stored securely and retained only for as long as necessary for customer service, legal, or business record-keeping purposes.

Retention of live chat data

We will retain chat history for a maximum of 24 months. During this time, chat records will be periodically reviewed and deleted when they are no longer required.

Where a chat relates to an order, contract, complaint, or legal claim, we may retain the transcript for longer where necessary to comply with legal obligations or to establish, exercise, or defend legal claims.

Cookies and live chat

Tawk.to may use cookies or local storage technologies to enable live chat functionality. For more information, please see our Cookie Policy.

Cookies

We use cookies and similar technologies on our website to:

ensure the website functions properly;
enable live chat functionality;
analyse website usage; and
improve user experience.

For more information about the cookies we use and how to manage your preferences, please see our Cookie Policy.

International Transfers

Some of our third-party service providers may process personal data outside the United Kingdom or European Economic Area (EEA).

Where this occurs, we ensure appropriate safeguards are in place in accordance with UK data protection law. These safeguards may include adequacy regulations, the UK International Data Transfer Addendum (IDTA),or the European Commission’s Standard Contractual Clauses, together with additional safeguards where required.

Data Retention (General)

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, or reporting requirements.