Privacy Policy

1. Introduction

Sparkle Quest Limited ("we," "our," or "us") is committed to protecting your privacy and ensuring that your personal information is handled in a safe and responsible manner. This Privacy Policy explains how we collect, use, and protect your personal information when you visit our website at sparkle-quest.com, use our services, or interact with us.

We are registered in England and Wales under company number [Company Number] and our registered office is at 98 Smyth Rd, Bristol BS3 2DP. For the purposes of data protection law, we are the data controller.

2. Information We Collect

We may collect and process the following categories of personal information about you:

2.1 Information You Provide to Us

• Contact Information: Name, email address, phone number, postal address
• Service Information: Details about your vehicle, service requirements, installation preferences
• Communication Records: Records of your communications with us, including emails, phone calls, and live chat messages
• Payment Information: Billing address and payment method details (though payment card details are processed securely by our payment providers)
• Marketing Preferences: Your preferences regarding marketing communications

2.2 Information We Collect Automatically

• Website Usage Data: IP address, browser type, operating system, pages visited, time spent on pages
• Device Information: Device type, screen resolution, browser settings
• Cookies and Similar Technologies: Information collected through cookies and similar tracking technologies (see our Cookie Policy for details)
• Location Data: General location information derived from your IP address for service area determination

2.3 Information from Third Parties

• Social Media: Information from social media platforms when you interact with our social media pages
• Partners and Suppliers: Information from our business partners and service providers
• Public Sources: Information from publicly available sources when relevant to our services

3. How We Use Your Information

We use your personal information for the following purposes, based on the legal grounds indicated:

3.1 Service Provision (Contract Performance)

• Processing your orders and service requests
• Scheduling and performing installation services
• Providing customer support and technical assistance
• Managing warranties and after-sales service
• Processing payments and managing billing

3.2 Business Operations (Legitimate Interest)

• Improving our website and services
• Conducting market research and analysis
• Managing our business operations and administration
• Protecting against fraud and security threats
• Training our staff and monitoring service quality

3.3 Legal Compliance (Legal Obligation)

• Complying with legal and regulatory requirements
• Maintaining records as required by law
• Cooperating with law enforcement when required
• Meeting health and safety obligations

3.4 Marketing and Communications (Consent/Legitimate Interest)

• Sending marketing communications about our services (with your consent)
• Providing information about new products and services
• Sending service updates and important notices
• Conducting customer satisfaction surveys

4. How We Share Your Information

We may share your personal information with the following categories of recipients:

4.1 Service Providers

• Installation Partners: Certified technicians and installation companies
• Technology Providers: Website hosting, email services, payment processing
• Logistics Partners: Delivery and shipping companies
• Professional Services: Legal, accounting, and business advisory services

4.2 Business Partners

• Manufacturers and suppliers of products and services
• Joint marketing partners (with your consent)
• Referral partners and affiliates

4.3 Legal Requirements

• Law enforcement agencies when required by law
• Regulatory bodies and government agencies
• Courts and legal proceedings when necessary
• Professional advisors in connection with legal matters

4.4 Business Transfers

In the event of a merger, acquisition, or sale of our business, your personal information may be transferred to the new owners, subject to appropriate safeguards.

5. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These measures include:

• Encryption: Data encryption in transit and at rest
• Access Controls: Restricted access to personal information on a need-to-know basis
• Security Training: Regular security awareness training for our staff
• System Monitoring: Continuous monitoring for security threats and vulnerabilities
• Incident Response: Procedures for responding to data breaches and security incidents
• Regular Audits: Periodic security audits and assessments

6. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including:

• Customer Records: 7 years after the end of the customer relationship
• Installation Records: 10 years for warranty and safety compliance purposes
• Marketing Data: Until you withdraw consent or we determine it's no longer needed
• Website Analytics: 26 months from collection
• Financial Records: 7 years as required by law
• Communication Records: 3 years for customer service purposes

7. Your Rights

Under data protection law, you have the following rights regarding your personal information:

7.1 Right of Access

You have the right to request a copy of the personal information we hold about you and information about how we process it.

7.2 Right to Rectification

You have the right to request that we correct any inaccurate or incomplete personal information we hold about you.

7.3 Right to Erasure

You have the right to request that we delete your personal information in certain circumstances, such as when it's no longer necessary for the original purpose.

7.4 Right to Restrict Processing

You have the right to request that we restrict the processing of your personal information in certain circumstances.

7.5 Right to Data Portability

You have the right to receive your personal information in a structured, commonly used format and to transmit it to another controller.

7.6 Right to Object

You have the right to object to the processing of your personal information based on legitimate interests or for direct marketing purposes.

7.7 Right to Withdraw Consent

Where we rely on your consent, you have the right to withdraw it at any time.

7.8 Exercising Your Rights

To exercise any of these rights, please contact us using the details provided in Section 10. We will respond to your request within one month, though this may be extended in complex cases.

8. International Transfers

We primarily process your personal information within the UK and European Economic Area (EEA). Where we need to transfer your information outside these areas, we ensure appropriate safeguards are in place, including:

• Adequacy decisions by the European Commission
• Standard contractual clauses approved by the European Commission
• Binding corporate rules for multinational companies
• Professional codes of conduct and certification schemes

9. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience and analyse website usage. For detailed information about our use of cookies, please see our Cookie Policy.

You can control cookies through your browser settings, though disabling certain cookies may affect website functionality.

10. Contact Information

If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us:

11. Complaints

If you are not satisfied with how we handle your personal information or respond to your requests, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's data protection supervisory authority:

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

Phone: 0303 123 1113
Website: www.ico.org.uk

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of any material changes by:

• Posting the updated policy on our website
• Sending you an email notification (if you have provided your email address)
• Displaying a prominent notice on our website

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.