- What information do we collect about you?
- How do we use personal information?
- When may we disclose your personal information?
- How do we store your personal information?
- How can you access your personal information?
- Choices regarding control of your personal information
- Cookies and web analytics
- Other Websites
- The information you make public or give to others
- When we need to update this policy
- How can you contact us?
What information do we collect about you?
We collect information about you when you register with us, place an order for products or services (including trials), when you sign-up for our newsletters, provide feedback, complete surveys, and contact us via email.
The information we collect may include:
- your name, address, email address, personal description
With regard to each of your visits to our site, we may automatically collect the following information using Google Analytics, if you consent to this using the cookie message that appears.
- Technical information, including the browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
- Information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from our site (including date and time), services you viewed or searched for, page response times, download errors, length of visit to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page.
Also, although we generally collect personal information directly from you, we may on occasion also collect information about you from other people (such as the payment provider account details required to process a transaction), and by using tracking technologies such as cookies, web beacons and other web analytics software or services.
How do we use personal information?
We may use your personal information in order for us to:
- Operate our Sites and provide you with services described on them, like to verify your identity when you sign in to any of our Sites, to facilitate and process transactions that take place on the Site, to respond to support tickets and to help facilitate the resolution of any disputes.
- Customise our services and website, like advertising that may appear on the Site, in order to provide a more personalised experience.
- Update you with operational news and information about our Site and services such as notifying you about changes to our Site, website disruptions or security updates.
- Provide you with information that you request from us or, where we have your consent to do so, provide you with marketing information about products and services which we feel may interest you.
- Carry out technical analysis to determine how to improve the Site and services we provide.
- Monitor activity on our Sites, like to identify potentially fraudulent activity and to ensure compliance with the user terms that apply to the Site.
- Manage our relationship with you, like responding to your comments or queries submitted to us on the Site, or asking for your feedback or whether you want to participate in a survey.
- Manage our legal and operational affairs.
- Train FAQShop staff about how to best serve our community.
- Provide general administrative and performance functions and activities
- If you signup to our newsletter, email you on a regular basis with updates related to the site such as new articles posted, news in general, promotions, etc.
If you agree, we shall pass on your personal information to our group of companies so that they may offer you their products and services.
In processing your orders, we may send your details to, and also use information from credit reference agencies and fraud prevention agencies.
The collection and use of personal information will always relate to a legitimate business requirement. A legitimate business requirement being an activity ‘which can reasonably be considered as fundamental to the efficient delivery of a service for which the FAQShop group is responsible’ or ‘an activity which the FAQShop group is legally obliged to undertake’.
When may we disclose your personal information?
We may disclose personal information to people like:
- Companies that are in the FAQShop group of companies.
- Subcontractors and service providers who assist us in connection with the ways we may use personal information (as set out above).
- Our professional advisers (lawyers, accountants, financial advisers etc.).
- Regulators and government authorities in connection with our compliance procedures and obligations.
- A purchaser or prospective purchaser of all or part of our assets or our business, and their professional advisers, in connection with the purchase.
- Other people where we are authorised or required by law to do so.
We use a network of global subcontractors and service providers in order to ensure that we maintain the best possible service standards. Some of the subcontractors and service providers to whom we may disclose your personal information, like service providers who provide us with cloud storage solutions, are based outside the United Kingdom (in places like Europe, Asia and the USA). In order to protect your information, we take care where possible to work with subcontractors and service providers who we believe maintain an acceptable standard of data security compliance.
How do we store your personal information?
We store personal information on secure servers that are managed by us and our service providers. Personal information that we store is subject to security and access controls, including username and password authentication and data encryption where appropriate.
When you place an order for our products or services, payments are handled and processed by PayPal.
The information we collect when you sign up to our newsletter/marketing is stored on our database, Mailchimp, which is password protected and only accessed by the marketing team.
Please note, data transmitted via the internet (e.g. emails and online forms) may not be completely secure. We therefore cannot guarantee the security of information transmitted to our site and any transmission is at your own risk. We will endeavour to ensure strict procedures and security features will prevent any unauthorised access to information received by us.
How can you access your personal information?
You can access the information that we collect about you by logging in to your account. You also have the right to make a request to access other information we hold about you and to request corrections of any errors in that information. You may also close the account you have with us for any of our Sites at any time. To make an access or correction request, contact us using the contact details in the How you can contact us section.
Choices regarding control of your personal information
Where we have your consent to do so (e.g. if you have subscribed to one of our e-mail lists or have otherwise indicated that you are interested in receiving offers or information from us), we may send you marketing communications about products and services that we feel may be of interest to you. You can ‘opt-out’ of such communications if you would prefer not to receive them in the future.
If your email address has changed and you would like to continue to receive our emails, you will need to access your account and update your email address information in your account and sign-up again for those emails that you want to receive.
If we send emails with commercial content we will generally include an “unsubscribe” facility that you can use to opt-out of further communications – to opt-out, just follow the instructions in the email. We might not include an opt-out facility in important operational and service-based emails concerning things like your purchases, the user terms, important updates and need-to-know messages. By using our Site you agree that we do not need to include opt-out facilities in those messages.
You also have choices about cookies, as described below. By modifying your browser preferences, you have the choice to accept all cookies, to be notified when a cookie is set, or to reject all cookies. If you choose to reject cookies some parts of our Site may not work properly in your case.
Cookies and web analytics
Cookies are used to enhance your use of the Site, such as remembering that you are logged in. You are able to minimise or block cookies using the privacy settings in your internet browser, but this may restrict your use of the Site. For general information on cookies, see http://www.allaboutcookies.org.
When you visit our Site, there’s certain information that’s recorded which is generally anonymous information and may not reveal your true identity. The fancy term for this is ‘web analytics information‘, and we only use this information for statistical and website development purposes and to improve our services to you. If you’re logged into your account some of this information could be associated with your account. We’re talking about the following kinds of details:
- Your IP or proxy server IP
- Basic domain information
- Your Internet service provider is sometimes captured depending on the configuration of your ISP connection
- The date and time of your visit to the website
- The length of your session
- The pages which you have accessed
- The number of times you access our site within any month;
- The size of file you look at
- The website which referred you to our Site
- The operating system which your computer uses.
The information you make public or give to others
When we need to update this policy
We may need to change this policy from time to time in order to make sure it stays up to date with the latest legal requirements and any changes to our privacy management practices. When we do amend the policy, the changes will be published to this page and become effective straight away. Please be aware that it is your responsibility to check in and make sure you keep up to date with any changes to this policy.
How can you contact us?
If you have any questions about our privacy practices, please contact us by emailing firstname.lastname@example.org.
If you have any concerns about how we have been managing your personal information, or if you think we have not been complying with United Kingdom/ EU privacy law, you can contact us by emailing email@example.com.
We will consider your complaint and contact you to resolve the matter. For more information about privacy issues in the United Kingdom and protecting your privacy, please visit the Information Commissioner’s Office website at https://ico.org.uk/.