Privacy Policy

PLEASE READ THIS POLICY CAREFULLY. IF YOU DO NOT ACCEPT THESE TERMS, YOU ARE ADVISED NOT TO USE THE WEBSITE

This Privacy Policy is subject to regular review in order to ensure we remain compliant with data protection guidance and applicable legislation. You are encouraged to refer to this page on each visit to the website to ensure that you are up-to-date with our policies and practices in relation to the handling of personal data.

This Privacy Policy is effective from 21st October 2019

POLICY ACCEPTANCE

This Privacy Policy applies to the website https://www.vehicleheroes.co.uk (“website”) operated by Vehicle Heroes Limited (“Vehicle Heroes”) and shall include all personal data processed by us through direct contact, mail, telephone or social media channels. Any reference to “you” or “your” means you, the user.

Your acceptance of this Privacy Policy is deemed to occur upon your first use of the website. You are required to read and accept this Privacy Policy when you engage with us.

POLICY STATEMENT

Vehicle Heroes recognises the trust you place in us when you share personal data with us. We are committed to being open, honest and transparent with our use of personal data.

This Privacy Policy provides you with details of the personal data we collect when we engage with you, how we will use and look after your personal data, your privacy rights and how the law protects you. We will take all reasonable steps to ensure that personal data is safeguarded and kept in accordance with applicable data protection law. By providing us with your personal data, you warrant that you are over 16 years of age.

ABOUT US

Vehicle Heroes is registered in England and Wales under company registration number 12022520. Our registered office address is 82 Tanners Drive, Blakelands Industrial Estate,  Milton Keynes MK14 5BP.

Where we manage personal data, we identify as a Data Controller and recognise and act on our obligations under applicable data protection law, including but not limited to the EU General Data Protection Regulation and the Data Protection Act 2018.

We are registered with the Information Commissioner’s Office (ICO), registration number ZA528396.

For any issues relating to data protection the person responsible is Keith Samuels. You can contact us in relation to data protection matters by email to

WHAT PERSONAL DATA DO WE COLLECT?

Personal data is any information relating to an identified or identifiable individual. It does not include data where the identity has been removed (i.e. anonymous data). We may collect, use, store and transfer different kinds of personal data about you when we engage with you. This may include:

  • Identity Data - title, first name, last name, date of birth or similar identifiers. If you interact with us through social media, this may include your social media username;
  • Contact Data - billing address, email address and telephone numbers;
  • Financial Data – bank account and payment card details;
  • Transaction Data - details about services we have provided to you;
  • Technical Data - includes internet protocol (IP) address, your login data, 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 the website;
  • Profile Data – your username and password, your preferences, feedback and survey responses;
  • Geographical Data - information setting out your primary address to control the use of location services in most mobile devices and desktop settings;
  • Usage Data - information about how you use our website and services;
  • Marketing and Communications Data - includes your preferences in receiving marketing from us and our third parties and your communication preferences.

HOW DO WE COLLECT PERSONAL DATA

We use different methods to collect data from and about you, through:

Using ‘Contact’, ‘Callback Request’, ‘Message a Hero’ or ‘Request a HeroCall’

We collect details of a user’s name, vehicle registration, email and phone number as well as subject and content of any message when using our online contact form to get in touch. This information enables us to communicate with our customers, suppliers and third parties and facilitates our service provision. We may process personal data on the basis of being legitimate to our business or in order to fulfil a contractual obligation in relation to our services.

Registration and Vehicle Heroes Club

Personal details provided during registration on our website are processed so that we can register you and respond to your communications. Data is held in preparation for entering into an agreement with you and with your consent.

Bookings (MOT and/or Service)

Personal details provided during the booking process, either directly or through the TechMan Garage Management System (see below), may be processed by us on the basis of being legitimate to our business or in order to fulfil a contractual obligation in relation to our services.

Emails

We retain copies of emails sent to us and any personal data will be held in accordance with this Privacy Policy on the basis of being legitimate to our business interests.

Telephone calls

Calls to us may be recorded and any data relating to the call may be retained by us. Personal data will be held on the basis of being for our legitimate business needs or in order to fulfil our contractual obligations if you are a customer of ours.

Join our team/Send your CV

Personal details provided online are processed to enable us to communicate those interested in working with us. Details will be used to inform parties of vacancies and our job application procedure. Data is held in preparation for entering into an agreement.

Other direct interactions

You may give us your data by filling in forms or by corresponding with us face-to-face, by post, or through our social media channels. This includes personal data you provide when you: register to receive MOT reminders; book to receive services from us; book an MOT; make enquiries or request information be sent to you; use our services; ask for information to be sent to you; engage with us on social media; contact us directly; or leave comments or reviews on our services.

Social media

We use social media to engage with users and link to our Facebook, Instagram and YouTube pages. We do not keep any specific data that identifies you as an individual user but hold details of our followers on this platform. You should refer to the Privacy Policy of these channels to understand how they treat your data in relation to linking to our site.

Facebook: https://www.facebook.com/privacy/explanation

Instagram: https://wellbeing.instagram.com/safety

YouTube: https://policies.google.com/privacy?hl=en

If you send us a direct message via social media, the details may be retained by us only as relevant to any ongoing contract or to further our legitimate business interests or as required for legal purposes. The third-party provider may also retain details in accordance with their Privacy Policy.

Visits to our website

When you visit our website, we do not attempt to identify you as an individual user, and we will not collect personal data about you unless you specifically provide this to us.

As you interact with our website, technical data may be automatically processed through the use of cookies, details of which are explained in our Cookies Policy.

Special categories of data

We do not generally 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.

Children

We do not market this website at those under 16 years old. Consistent with the GDPR we will never knowingly request personally identifiable information from anyone under the age of 16 years old.

We will take appropriate steps to delete any personal data of individuals less than 16 years of age that has been collected on our website upon learning of the existence of such data.

INFORMATION WE GET FROM OTHER SOURCES

From time to time, we may need to obtain information from third parties about you. This will only apply where it is necessary to provide our services and as permitted by law.

We may receive personal data relating to your identity and contact data from data partners and data from any third parties who are permitted by law or have your permission to share your personal data with us, such as via social media.

HOW WE USE YOUR DATA

UK data protection law requires us to have a “legal basis” for processing personal data. The legal bases we rely on are:

  • Performance of a contract we are about to enter into or have entered into with you;
  • Compliance with a legal or regulatory obligation;
  • Carrying out activities that are legitimate to our business interests;
  • However, generally, we shall not rely on consent as a legal basis for processing your personal data other than where the law requires it. Where our legal basis is consent, you have the right to withdraw consent any time.

We may use the personal data we collect from you as outlined in this table:

Use of personal dataType of dataLegal basis
Online registration(a)   Identity

(b)   Contact

Performance of a contract or to take steps to enter into a contract
To provide, manage and personalise our services to you, respond to communications(a)   Identity

(b)   Contact

 

Where necessary for the perform of our agreement or to take steps to enter into an agreement

It is in our legitimate interests to make sure that our customer accounts are well-managed, and to provide a high standard of service

To process payments(a)   Identity

(b)   Contact

(c)   Financial

(d)   Transaction

Performance of a contract

Necessary to comply with a legal obligation

To administer and improve the website(e) Technical

(h) Usage

It is in our legitimate interests to develop and improve our products and services, so that we can continue to provide products and services that our customers want to use, and to make sure we continue to be competitive
To send email notifications which have been specifically requested(a)   Identity

(b)   Contact

It is in our legitimate interests to give you information about our products and services that you may be interested in
To send marketing communications, where expressly agreed eg newsletters;(a)   Identity

(b)   Contact

(i)    Marketing and Communications

In the case of electronic marketing we have your consent to do so.
To provide third parties with statistical information about our users(e) Technical

(h) Usage

It is in our legitimate interests to better understand how our customers use our products and what changes we could make to improve them
To ask for feedback or review(a)   Identity

(b)   Contact

It is in our legitimate interests to better understand how our customers use our products and what changes we could make to improve them
To deal with enquiries and complaints(a)   Identity

(b)   Contact

(e) Technical

(h) Usage

It is in our legitimate interests to make sure that our customer accounts are well-managed, so that our customers are provided with a high standard of service
To recover debt and exercise other rights we have under any agreement with you, as well as to protect ourselves against harm to our rights and interests in property

 

(a) Identity

(b) Contact

(c) Financial

(d) Transaction

Where necessary to perform a contract or to take steps to enter into an agreement with you

Where the law requires this

It is in our legitimate interests to ensure that we can recover debts owed to us, as well as making sure our assets are protected

Users contacting this website and/or its owners do so at their own discretion and provide any such personal data requested at their own risk. Your personal data is kept private and stored securely until a time it is no longer required or has no use.

Our legitimate interests

When we use our legitimate interests as the legal basis for processing your personal data, we will consider and balance any potential impact on you and your rights before we process your personal data. We will only then proceed where we believe our interests are not overridden by the impact on you. Our legitimate interests include the management of our business operations.

SHARING INFORMATION

Disclosure

We don’t share, sell, or distribute your data to third parties, except as contractually agreed with you or as explained in this Privacy Policy. We may disclose your personal data if we are required to do so by law, in connection with any legal proceedings, and in order to establish, exercise or defend our legal rights, or if otherwise legally permitted.

We may disclose personal data to a third-party 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 such as this happens to our business, then the new owners may use your personal data in the same way as set out in this Privacy Policy.

Data Processors

We use Data Processors who act on our instruction in relation to the management of your personal data and where this applies, all data processors are required to confirm that they adhere to data protection law and regulations. We will ensure that any Data Processors used only operate on our instructions and comply with their obligations under the GDPR. Personal data is only collected and/or provided on a need to know basis.

You will be informed of any other Data Controllers who have access to your data and who may determine processing activities separately to us, or as a Joint Data Controller.

TechMan Garage Management System

Our customer data is stored by the TechMan Garage Management System (http://www.techmangms.com) who are a third-party Data Processor with whom we have a contractual agreement to provide booking services. We have taken appropriate steps to ensure that the TechMan Garage Management System is compliant with data protection law and regulations. TechMan Garage Management System act on our instructions and will process your data in accordance with their Privacy Policy. Please refer to their policy at http://www.techmangms.com

Marketing

We may carry out direct marketing by email, phone, text or post.

We will ask for your consent to receiving marketing communications (including newsletters) when you register on the website and you have the option not to give consent and to withdraw consent given at any time. You may withdraw your consent for us to contact you by email to . We may continue to contact you for non-marketing purposes if there is another lawful basis to do so.

Marketing communications including offers may be sent using a third party such as MailChimp and in addition to this Privacy Policy, the MailChimp Privacy Policy shall apply. You will have the option to withdraw your consent at any time and a link to do so will be provided with all messages sent. You are advised to refer to the MailChimp Privacy Policy for further details of their processing obligations, see https://mailchimp.com/legal/

Non-personally identifiable information may be provided to other third parties for marketing, advertising or other uses.

External links

Users of the website are advised to adopt a policy of caution before clicking on any external web links. Clicking an external link will take the user away from our website. Once you leave our website or are redirected to a third-party website, plug-in or application, you are no longer governed by this Privacy Policy or our website’s terms and conditions. We cannot guarantee or verify the contents of any externally linked website and users click on external links at their own risk. Vehicle Heroes and its owners cannot be held liable for any damages, or the consequences of visiting any external links. You are encouraged to refer to a third-party’s privacy policy before clicking on any such link.

IGA http://www.independentgarageassociation.co.uk/

Trust My Garage https://trustmygarage.co.uk/

Trading Standards https://www.tradingstandards.uk/commercial-services/consumer-codes-approval-scheme

Social media platforms

Communication, engagement and actions taken through external social media platforms that this website and its owners participate on are subject to our terms and conditions as well as the privacy policies held with each social media platform respectively.

Users are advised to use social media platforms wisely and communicate and/or engage with them with due care and caution in regard to their own privacy and personal details. This website nor its owners will not ask for personal or sensitive information through social media platforms and encourage users wishing to discuss sensitive details to contact them through primary communication channels such as by telephone or email.

Vehicle Heroes uses social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised that before using such social sharing buttons, that they do so at their own discretion, and should consider that the social media platform may track and save requests to share a web page, through the users’ social media platform account.

Payment processing

In order to process your account and take payment for services or goods purchased from Vehicle Heroes we will take your Debit/Credit card details. Payments are processed in compliance with the PCI (Payment Card Industry) and all card holder’s data is safeguarded when handled by Vehicle Heroes staff.

Reviews of our service

We may ask for a review of our services and these may be published on our website or social media, if you give your consent for us to do so. You may withdraw your consent at any time.

DATA RETENTION

We keep your personal data in accordance with our Data Retention Policy which reflects our needs to provide services to you as contracted and also as required to meet legal, statutory and regulatory obligations. The need to hold information is regularly reviewed and data will be disposed of when no longer required.

DATA SECURITY

We have put in place appropriate security measures to prevent personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, personal data is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems and are required to keep the information confidential.

We take appropriate steps to ensure a safe processing of personal data, however, we cannot guarantee the security of data transmitted through our website or by email.  Any such transmission is at the sender’s own risk.

DATA STORAGE AND TRANSFERS

Personal data that you supply to us, including information given during the booking process, may be stored and processed by the TechMan Garage Management System, http://www.techmangms.com on our behalf. Your data may be transferred in accordance with their policies and under relevant data protection law. You can refer to the Privacy Policy at http://www.techmangms.com/privacy-policy.html

We may transfer some or all of your data to countries outside of the EEA where such countries provide adequate safeguards, namely the use of standard data protection clauses adopted or approved by the European Commission (EC).

Where data is to be transferred to a country outside of the EEA which does not offer the same level of protection as the GDPR with respect to the processing of personal data, we will ensure that the company agrees to similar levels of protection.

Where we transfer data to any organisation based in the US, we may transfer data to them where they provide similar protection to personal data shared between the Europe and the US.

Our website is hosted by Clook (www.clook.net) and storage of the website and any transfers do not include personal data.

RIGHTS OF DATA SUBJECTS

Vehicle Heroes recognises a data subjects rights and will uphold these in accordance with UK data protection law. In relation to certain rights, we may ask you for information to confirm your identity and, where applicable, to help us to search for your personal information. Except in rare cases, we will respond to you within one month from either (i) the date that we have confirmed your identity or (ii) where we do not need to do this because we already have this information, from the date we received your request.

You should note that the following rights may not be absolute and may not be upheld where there is valid justification not to do so.

Subject access requests

You have the right to ask for a copy of the information that we hold about you by email to Keith Samuels, . We may not provide you with a copy of your personal information if this concerns other individuals or we have another lawful reason to withhold that information. In limited circumstances a fee may apply.

Right to rectification

Data subjects have the right to request that personal data is amended or changed if it is inaccurate or incorrect. We act on any such request without delay.

Right to erasure

Data subjects have the right to ask us to delete personal data from our systems without giving any reason and at any time. We act on any such request without delay.

Right to restrict processing

Data subjects have the right to rectification or erasure of personal data in the following circumstances:

  • Personal data is not accurate;
  • The processing of data is unlawful;
  • Data is required to exercise legal rights or defend legal claims;
  • Data is unlawful, although there may be lawful grounds for processing, which override this right.
Right to data portability

Data subjects have the right to obtain and request the transfer of their data to a different service provider.

Right to object

Data subjects have the right to object to the processing of personal data at any time based on their circumstances. This includes objecting to profiling unless it is in the ‘public interest’ or exercised lawfully by an official authority. We will only process personal data upon a legal basis.

Right not to be subject to decisions based on automated processing

Vehicle Heroes do not use any automated processing that results in any automated decision based on personal data.

Using your rights

If you wish to invoke any of your rights as a data subject, you should contact us by email to

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. We may refuse to comply with your request in limited circumstances.

DATA BREACHES

We will report any unlawful breach of data as required by the GDPR within 72 hours of the breach occurring, if it is considered that data within our control including the control of our data processors, has been compromised, or potentially compromised. If the breach is classified as ‘high risk’ we will notify all data subjects concerned using an appropriate means of communication. We will report relevant breaches as required to the ICO, see below.

CHANGES TO OUR PRIVACY POLICY

We reserve the right to change this Privacy Policy at any time and users are recommended to review it frequently. Changes will take effect immediately upon their posting on the website. You will be deemed to have accepted any changes to the terms of the privacy policy on your next visit of the website following the amendment.

REPORTING COMPLAINTS

If you wish to raise a concern about the use of your personal data, you can contact us by email to Keith Samuels,

Alternatively, you can formally raise a concern or complaint to the Information Commissioner’s Office (ICO), the UK regulatory authority for data protection:

Address:            Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Telephone:        0303 123 1113

Website: https://ico.org.uk/concerns