Who we are and how to contact us
We are Elated Social.
Should you have any issues, concerns or problems in relation to your data, or wish to notify us of data which is inaccurate, please let us know by contacting us. In the event that you are not satisfied with our processing of your personal data, you have the right to lodge a complaint with the relevant supervisory authority, which is the Information Commissioner’s Office (ICO) in the UK, at any time. The ICO’s contact details are available here: https://ico.org.uk/concerns/.
Changes to this privacy notice
We will update this privacy statement when necessary. When we post changes to this statement, we will revise the “last updated” date at the top of the statement and highlight what has changed. We encourage you to periodically review this privacy statement to learn how Elated Social is protecting your information.
The legal bases that we rely on
Data Protection law sets out a number of different reasons why a company can collect and process your personal data. The bases that we use as a company are:
Where we have a contract with you, we will use your personal data to fulfil the contract, for example we collect your address details if you provide them to us for contact or marketing purposes.
In some cases the law requires us to collect and pass on your data, for example we pass on details of people involved in fraud or other criminal activity affecting us to law enforcement.
In certain situations, we will have obtained consent to contact you about our products, services and promotions and we will contact you only according to the consent you have provided.
How and why we use personal data
We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you. We then use this to offer you promotions, products and services that are most likely to interest you.
The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service. If you wish to change how we use your data, you’ll find details in the ‘What are your rights?’ section below.
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.
If we intend to use your personal data for any purposes not set out below, we will notify you beforehand.
– To confirm your appointment date and time
In order to pursue our legitimate interests to allow you to book appointments, we will contact you with to confirm your appointment details. This may be via email, SMS or telephone.
– To provide you with the goods and services which you have ordered from us
We need your personal data to comply with our contractual obligations so that we can manage your customer account and provide you with the goods and services you want to buy, including sending any relevant and necessary documentation and communications regarding the product or service and help you with any orders and refunds you may ask for.
– To allow you to pay for the goods and services that you have received
In order pursue our legitimate interests we may need to contact you to take payment or pass your details onto third parties for debt collection purposes.
– Manage and improve our day-to-day operations
As a business we have a legitimate interest to ensure that you can safely use our services. To do this we will use your personal data to detect and prevent fraud and other crimes. If we discover or suspect criminal activity through this monitoring we may pass your personal information to law enforcement to help protect individuals from criminal activities.
We want to provide you with marketing communications, including online advertising, that are relevant to your interests as part of our legitimate interests. To achieve this we measure your responses to marketing communications relating to products and services we offer, which also means we can offer you products and services that better meet your needs as a customer.
Cookies can be blocked by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.
– Contact and interact with you
We want to serve you better as a customer so we use personal data to provide clarification or assistance in response to communications you have sent to use, including social media posts that you have directed at us as part of our legitimate interests to interact with our customers and improve their experience.
We carry out market research to exercise our legitimate interests to improve our Services, and may invite you to take part in and manage customer surveys, questionnaires and other market research activities carried out by us and by other organisations on our behalf. However, if we contact you about this, you do not have to take part in the activities. This will not affect your ability to use our Services.
If, via a third party, you consent to us contacting you, we will make you aware of services, offers and promotions which we think may be of interest to you. We may do this by contacting you by email, telephone or SMS.
– To administer any promotions or competitions that you choose to take part in
If you choose to take part in a promotion or competition, including those we run with our suppliers and Partners, we need to process your personal data with your consent so that we can manage the promotions or competitions.
– Understand and improve service levels
In order to pursue our legitimate interests as a company, we want to improve the service that we provide to our customers and understand the cause of any issues that might have arisen during the order process.
To do this we may process your personal data to monitor the status and outcome of your order and to generate a range of internal analysis aimed at identifying any areas of improvement.
To send you communications required by law, or which are needed to inform you about changes to products or services that have been provided to you. For example updates to this Privacy notice, product recall notices or information we are legally required to communicate to you regarding your order. These messages will not include any marketing content.
To comply with any legal obligations to share data with law enforcement, for example if a court order is submitted to us requiring that we share your personal data.
When we collect personal data, and what data we collect
• This section lets you know under what circumstances we may collect personal information from you, and what personal data we may collect.
• When you contact us to book an appointment, you may provide us with:
• Your personal contact details, including your name, postal address, email address and telephone number
• When you purchase products from us, you may provide us with:
• Your personal contact details, including your name, postal address, email address and telephone number and payment details
• Information about your purchase, for example what you have bought, when you bought it, what the installation address is and financial information relating to how you paid for it
When you browse our websites we may collect:
• Information about your online browsing behaviour on our Website, including which site you came from and products that you are interested in, and information about when you click on one of our adverts, including those shown on other organisations’ websites.
When we contact you we may collect:
• Details of the emails and other digital communications we send to you that you open, including any links in them that you click on
When you contact us (including via social media) we may collect:
• Personal data you provide about yourself any time you contact us about our Services (for example, your name, social media username and contact details), including by phone, email or post or when you speak with us through social media
When you take part in any promotions or competitions of ours, or chose to complete any surveys we send you
• Your feedback and contributions to customer surveys and questionnaires
• Details of the promotion, including your responses and any prizes won.
• When you comment on or review our products and services online
• Your comments and product reviews if posted online.
It is important that personal data we hold about you is accurate and up to date. Please keep us informed if your personal data changes during your relationship with us. Our contact details can be found at the end of this privacy notice or at the ‘Contact Us’ tab of our website.
How we protect your data
We take the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by employees in the performance of their duties.
How long we keep your data for
We will not keep your personal data for longer than is necessary for the purpose or purposes that it was initially collected. At the end of that retention period, your data will either be securely deleted 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 place an order with us we have to retain the details of the order, including your personal data, for 12 years to comply with our legal and contractual obligations
Who we share your personal data with
We may disclose your personal data on the basis of our legitimate interests to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.
What are your rights
Under General Data protection Regulation (GDPR) you have a number of rights. Please read the relevant guidance from the Information Commissioner’s Office on their website at https://ico.org.uk/for-the-public/ for a full explanation of these rights.
You have the right:
Subject Access Request
Under GDPR you have the right of access to your Personal Data held by us so that you are aware of and can verify the lawfulness of our processing activities.
In some cases we may be entitled to refuse to respond, if this is the case we will inform you of our decision and the reason for it. You are then entitled to complain to the Information Commissioners Office, see https://ico.org.uk/for-the-public/raising-concerns/ for details of how to do so.
Timeframe for response
We will provide you with the information requested within one month of receipt of all information relevant to your request. To avoid any delays in processing your request, please ensure that you have provided all of the information requested below.
In the case of numerous or excessive requests we may take up to a further two months to provide this information, in which case we will inform you of this fact, and the reason that the extension is necessary.
There is no charge to you unless your request is manifestly unfounded or excessive, in which case we are entitled to charge you an administrative fee based on the cost of providing the information to you. If we consider this to be the case we will inform you of this fact and wait for your agreement before proceeding.
Before we provide you with this information we have a duty to verify that you are the person who this request relates to. In order to do this we need you to provide proof of identity, this can be in the form of:
• Driving Licence
• Utility Bill
• Council Tax Bill
This information will be stored securely and held for a maximum of 10 years.
Please note that you cannot request copies of personal information which related to another person, including calls made by somebody else.
Right to Erasure
Under GDPR you have the right to have your personal data held by us to be erased under certain circumstances, this is known as the right to be forgotten.
In some cases we may be entitled to refuse your request, if this is the case we will inform you of our decision and the reason for it. You are then entitled to complain to the Information Commissioners Office, see https://ico.org.uk/for-the-public/raising-concerns/ for details of how to do so.