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Privacy Policy

Your Help Hub Ltd (company number 12855162) is committed to protecting the privacy and security of your personal information. This Privacy Policy describes how we collect and use personal information about you through your use of our website and progressive web app.

Consent to installation of the App

Under data protection laws, we are required to provide you with certain information about who we are, how we process your personal data and for what purposes, and your rights in relation to your personal data. This information is provided in https://www.yourhelphub.com/ and it is important that you read it.Before use of our website and/or web app, please indicate your consent to our processing of your personal data (including your name, contact details, financial and device information) as described in this policy.

Location Data

Your Help Hub Ltd (company number 12855162) (we) are committed to protecting your personal data and respecting your privacy.

Introduction

This policy our (Terms of Use) applies to your use of:

  • Our progressive web app (PWA) that you choose to install onto your mobile telephone or handheld device (Device). 
  • Any of the services accessible through our Site and/or the PWA (Services) that are available on the Site, the PWA or other sites of ours (Services Sites). This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. The PWA is not intended for children and we do not knowingly collect data relating to children. Please read the following carefully to understand our practices regarding your personal data and how we will treat it.

This policy is provided in a layered format so you can click through to the specific areas set out below.

Important information and who we are

Your Help Hub Ltd is the controller and is responsible for your personal data (collectively referred to as “Company”, “we”, “us” or “our” in this policy).We have appointed a data privacy manager. If you have any questions about this privacy policy, please contact them using the details set out below.

Contact details

Our details are:
  • Full name of legal entity: Your Help Hub Ltd
  • Email address: info@yourhelphub.com
  • Postal address: Unit 12 Lenton Business Centre, Lenton Boulevard, Nottingham, NG7 2BY
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.

Changes to the privacy policy and your duty to inform us of changes

We keep our privacy policy under regular review.This version was last updated in July 2021.It may change and if it does, these changes will be posted on this page and, where appropriate, notified to you when you next open the PWA or log onto one of the Services Sites. The new policy may be displayed on-screen and you may be required to read and accept the changes to continue your use of the PWA or the Services.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 our relationship with you.

Third party links

Our Site and PWA may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. Please note that these websites and any services that may be accessible through them have their own privacy policies and that we do not accept any responsibility or liability for these policies or for any personal data that may be collected through these websites or services, such as Contact and Location Data. Please check these policies before you submit any personal data to these websites or use these services.

The data we collect about you

We may collect, use, store and transfer different kinds of personal data about you as follows:

  • Identity Data
  • Contact Data
  • Financial Data
  • Transaction Data
  • Device Data
  • Content Data
  • Profile Data
  • Usage Data
  • Marketing and Communications Data
  • Location Data

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.

How is your personal data collected?

We will collect and process the following data about you:

  • Information you give us. This is information (including Identity, Contact, Financial, and Marketing and Communications Data) you consent to giving us about you by filling in forms on the Site and PWA and the Services Sites (together Our Sites), or by corresponding with us (for example, by email or chat). It includes information you provide when you register to use the PWA or Site, download or register the PWA, subscribe to any of our Services, search for a Service, make a purchase via our Site or PWA, share data via our Site’s social media functions, enter a competition, promotion or survey and when you report a problem with our Services, or any of Our Sites. If you contact us, we will keep a record of that correspondence.
  • Information we collect about you and your device. Each time you visit Our Sites we will automatically collect personal data including Device, Content and Usage Data. We collect this data using cookies and other similar technologies.
  • Information we receive from other sources including third parties and publicly available sources. We will receive personal data about you from various third parties as set out below:
    • Contact, Financial and Transaction Data from providers of technical and payment services such as Stripe Payments UK Ltd based inside the UK and/or EU.
  • Information we collect via our App messaging service. You are provided with access to a messaging service, which can be used to communicate directly with contractors/customers. We may access this messaging service, and read the content of your messages, in the event of a dispute between parties, or in the case of a security/safety issue arising.

Cookies

We use cookies and/or other tracking technologies to distinguish you from other users of the PWA, our Site or Services Sites and to remember your preferences. This helps us to provide you with a good experience when you use or browse any of Our Sites and also allows us to improve Our Sites. Cookies are small text files placed on your device when you visit our site and are used to make the user’s experience more efficient. We are able to store cookies on your computer where they are necessary for the operation of the site however, for non-essential cookies we need your permission. We use cookies to distinguish users and to improve our Website. We analyse how you use our website, and we look at aggregate statistics about your usage, and how others use our Website. We collect certain information from these cookies, and this includes information about your IP address, your location when you access the Website, the date and time you access the Website, the language you use and the type of browser you use.

We do not track individual users or use cookies to identify individuals. We use cookies to recognise you and your preferences, improve our site’s performance and collect analytical information for ourselves and our business partners. Without the knowledge gained we would not be able to provide the service we do.

These are the types of cookies we use:

  • ‘Session cookies’ allow us to track your actions during a single browsing session, but they do not remain on your device afterwards
  • ‘Persistent cookies’ remain on your device between sessions. We use them to authenticate you and to remember your preferences. We can also use them to balance the load on our servers and improve your experience on our Website

Session and persistent cookies can be either first- or third-party cookies. A first party cookie is set by the Website being visited; a third-party cookie is set by a different website. Both types of cookies may be used by us or our business partners.

The third-party cookies we may use are:

  • Google Analytics – this is a web analytics service provided by Google, Inc. The cookies used by Google Analytics help us to analyse how users use our website and to count the number of people who use it. Google Analytics stores your IP address anonymously. Google does not associate your IP address with any personally identifiable information.
  • Social media retargeting (including Facebook, LinkedIn, and Instagram) – third party cookies may be placed on your browser from when you click on our social media adverts or on our Website. When you next browse the internet, the cookie triggers a retargeting advert.

All our cookies are categorised by the role they fulfil on our Website:

  1. Strictly Necessary: these are essential to enable you to move around our Website and use features such as secure services. Without these cookies such services could not be provided;
  2. Functionality: allow the website to remember your choices and to personal certain features. These cookies may be anonymised and cannot track your browsing activity on other websites; and
  3. Performance: collect information as to how users use the Website. These cookies don’t collect information that identifies a visitor. The information collected is aggregated and used to improve our Website.
  4. None of the cookies employed are classified as Behavioural Targeting.

We will always ask for your consent to use non-essential cookies. You are free to withhold consent to this, but it means that we might not be able to provide the full Website experience to you.

If at any time you wish to disable our cookies, you may do so through the settings on your browser, or whenever the pop-up appears on our Website (each time you access the Website).

How we use your personal data

We will only use your personal data when the law allows us to do so. Most commonly we will use your personal data in the following circumstances:

  • Where you have consented before the processing.
  • Where we need to perform a contract we are about to enter or have entered with you.
  • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
  • Where we need to comply with a legal or regulatory obligation.

We will only send you direct marketing communications by email or text if we have your consent. You have the right to withdraw that consent at any time by contacting us.

We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.

Purposes for which we will use your personal data

Purpose/activityType of dataLawful basis for processing
To use our Site and or the PWA and register for an Account or install the PWA and register you as a new userIdentity
Contact
Financial
Device
Your consent
To process purchases from our Site and the PWA and deliver Services including managing payments and collecting money owed to usIdentity
Contact
Financial
Transaction
Device
Marketing and Communications
Location
Your consent
Performance of a contract with you
Necessary for our legitimate interests (to recover debts due to us)
To manage our relationship with you including notifying you of changes to our Site and the PWA or any ServicesIdentity
Contact
Financial
Profile
Marketing and Communications
Your consent
Performance of a contract with you
Necessary for our legitimate interests (to keep records updated and to analyse how customers use our products/Services)
Necessary to comply with legal obligations (to inform you of any changes to our terms and conditions)
To enable you to participate in a prize draw, competition or complete a surveyIdentity
Contact
Device
Profile
Marketing and Communications
Your consent
Performance of a contract with you
Necessary for our legitimate interests (to analyse how customers use our products/Services and to develop them and grow our business)
To administer and protect our business and our Site and the PWA including troubleshooting, data analysis and system testingIdentity
Contact
Device
Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security)
To deliver content and advertisements to you
To make recommendations to you about goods or services which may interest you
To measure and analyse the effectiveness of the advertising we serve you
To monitor trends so we can improve our Site and the PWA
Identity
Contact
Device
Content
Profile
Usage
Marketing and Communications
Location
Consent
Necessary for our legitimate interests (to develop our products/Services and grow our business)

Disclosures of your personal data

When you consent to providing us with your personal data, we will also ask you for your consent to share your personal data with the third parties set out below for the purposes set out in the table Purposes for which we will use your personal data:

  • External Third Parties as set out in the Glossary.
  • Specific third parties such as those employees, workers, subcontractors who provide the services to you on our behalf.
  • Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

International transfers

We do not transfer your personal data outside the United Kingdom or the European Economic Area (EEA).

Data security

All information you provide to us is stored on our secure servers. Any payment transactions carried out by us or our chosen third-party provider of payment processing services will be encrypted using Secure Sockets Layer technology. Where we have given you (or where you have chosen) a password that enables you to access certain parts of Our Sites, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Once we have received your information, we will use strict procedures and security features to try to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way.

We will collect and store personal data on your Device using Service workers and the Cache Storage API.

Certain Services include messaging through your Account on Our Site or the PWA and leaving reviews. Ensure when using these features that you do not submit any personal data that you do not want to be seen, collected or used by other users.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator when we are legally required to do so.

Data retention

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.

In some circumstances you can ask us to delete your data: see Your legal rights below for further information.

In some circumstances we will 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.

Your legal rights

Under certain circumstances you have the following rights under data protection laws in relation to your personal data.Please click on the links below to find out more about these rights:
  • Request access to your personal data.
  • Request correction of your personal data.
  • Request erasure of your personal data.
  • Object to processing of your personal data.
  • Request restriction of processing your personal data.
  • Request transfer or your personal data.
  • Right to withdraw consent.
You also have the right to ask us not to continue to process your personal data for marketing purposes.You can exercise any of these rights at any time by contacting us at Unit 12 Lenton Business Centre, Lenton Boulevard, Nottingham, NG7 2BY or info@yourhelphub.com

Glossary

Lawful basis

Consent means processing your personal data where you have signified your agreement by a statement or clear opt-in to processing for a specific purpose. Consent will only be valid if it is a freely given, specific, informed and unambiguous indication of what you want. You can withdraw your consent at any time by contacting us.

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal obligation means processing your personal data where it is necessary for compliance with a legal obligation that we are subject to.

Third parties

External third parties

Professional advisers act as processors or joint controllers including lawyers, bankers, auditors and insurers based in the UK who provide consultancy, banking, legal, insurance and accounting services.

HM Revenue and Customs, regulators and other authorities acting as processors or joint controllers based in the UK who require reporting of processing activities in certain circumstances.

Your legal rights

You have the right to:

  • Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
  • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:
    1. if you want us to establish the data’s accuracy;
    2. where our use of the data is unlawful but you do not want us to erase it;
    3. where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
    4. you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  • Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
  • Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

Description of categories of personal data

  • Identity Data: first name, last name, maiden name, username or similar identifier, marital status, title, date of birth, gender.
  • Contact Data: billing address, service address, email address and telephone numbers.
  • Financial Data: bank account and payment card details.
  • Transaction Data: includes details about payments to and from you and details of Services that you have purchased.
  • Device Data: includes the type of mobile device you use, your IP address mobile network information, your mobile operating system.
  • Content Data: includes information stored on your Device, including login information, messages sent and received through our messaging feature and reviews submitted by you.
  • Profile Data: includes your username and password, purchase history on our Site or the PWA, your interests, preferences, feedback and survey responses.
  • Usage Data: includes details of your use of any of our Site and the PWA or your visits to any of Our Sites including, but not limited to, traffic data and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.
  • Marketing and Communications Data: includes your preferences in receiving marketing from us and our third parties and your communication preferences.