Privacy Policy

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Privacy Policy2018-06-04T12:59:07+00:00

Parkgate Mobility Privacy Policy, version 2.3 updated 04/06/2018.

Parkgate Mobility is a retailer of mobility equipment based in Rotherham, South Yorkshire.

This privacy policy explains how and why Parkgate Mobility use your personal data. In this policy, when we talk about personal data we mean any information that relates to an identifiable natural person – in this case, you.  When we use terms such as “we”, “us” and “our” in this policy, we mean Parkgate Mobility.  This policy has been written to let you know what information we collect from you when you have dealings with our website and our retail, repair and service environments.

Parkgate Mobility is a “Data Controller”.  This is a legal term which means that we make decisions about how and why we use your personal data.  As the “Data Controller”, we are responsible for making sure that your personal data is used in accordance with applicable data protection laws.  As Data Controller, we are required by law to give you the information in this policy.

On occasions there may be other Data Controllers involved in processing your data as further explained in the second below called “What Information Do We Gather”, or as you may be advised at the time your information is to be processed.

What Information Do We Gather?

When you purchase a product from Parkgate Mobility in-store or online, arrange a repair or annual service of equipment (purchased from us or not) your name, address data, email and contact number will be stored securely in our dedicated business software at our Head Office in Rotherham.

When you buy a product or service from us and claim VAT exemption, we are required to collect additional information such as a signature and the nature of your health condition, this is a requirement of HMRC to be eligible for VAT exemption. Please be assured that we do not share your personal details with any other company without your consent or if we are legally required to do so.  The signature you provide to us is kept securely in paper form only and is not stored digitally.  If you do not wish to give your name, address and signature we are required to charge VAT on your purchase.

If you have a lease agreement with Motability Operations Ltd and Parkgate Mobility is your allocated repair contact, we may share information with Motability Operations Ltd to ensure that we can satisfy our requirement to organise any repairs without delay.

If you have an insurance policy or warranty with Mark Bates Ltd (Premier Care) and you purchased the equipment from us we may need to discuss your policy with them.

Telephone Calls

When you call us, or we call you we reserve the right to record these telephone calls for training and monitoring purposes.

We log every call we receive on a secure call log system which means we can provide a better service to you.  From this information we can see the types of calls we are getting, our busiest times and also to keep a record of any issues raised by our customers that we need to address.

If you make a purchase of certain products our customer service team may call you to ask you some questions about your experience.  If you purchase a mobility scooter, powered wheelchair, wheelchair or stairlift, we will call you towards the end of the first anniversary of your purchase to remind you that the equipment is due for servicing.  When you purchase this equipment, we will ask you if you wish to receive this kind of contact from us.  When we first call you for this purpose, the member of staff will ask you if you are happy to receive these calls.

If You Contact Us Using Our Website

There are several ways you can get in touch using our website;

Contact form on our contact us page – https://www.parkgatemobility.co.uk/contact-us/.
When you send us an email using our website it is delivered to our website administrator at our head office in Rotherham.  Certain queries will need to be passed to other departments within our company.  We do not share information in these emails with other companies except when we are compelled by law to do so.  We keep these emails securely on our server only for as long as is necessary to satisfy your query.

Sales enquiry form – for example https://www.parkgatemobility.co.uk/buying-a-stairlift/.
When you make an enquiry and indicate you are interested in one of our products, this email enquiry is delivered to our head office in Rotherham.  Such enquiries are handled by our sales advisors who will make contact with you either by telephone or email.  We do not share information in these emails with other companies except when we are compelled by law to do so. We keep these emails securely on our server only for as long as is necessary to satisfy your query.

Any information provided by you, to us using our website is stored securely on servers based in the UK behind SSL (Secure Socket Layer) technology.

Any information provided by you, to us, in store or over the phone is stored securely on our server in Rotherham, UK.

You can also get in touch with us on social media.  We sometimes use Facebook and Twitter to speak to customers.  While we don’t have access to any of personal information when you speak to us this way, you may wish to view the facebook privacy policy and twitter privacy policy to review their terms.

Buying Online

If you decide to buy an item from us online, we need to collect some information from you.

To deliver the item you have ordered, we need to collect your name, address and telephone number so the courier can contact you if they have any problems with delivery.  We also need an email address so we can update you on the progress of your order.

Our payments are processed by third party, Sagepay, who are based in the UK.  Parkgate Mobility do not store any payment information on our servers.

You can view Sagepay’s privacy policy here https://www.sagepay.co.uk/policies/privacy-policy

We work with Trust Pilot to gather reviews of our service.  2 weeks after your order you will receive an email from Trust Pilot inviting you to review our service.  This is optional.  You can view Trust Pilot’s privacy policy here https://uk.legal.trustpilot.com/end-user-privacy-terms

Live chat – located at the bottom of each page

Our live chat is provided as an alternative to calling us or sending us an email.  Our live chat is provided by Zendesk.  Zendesk keep a log of live chats which we purge 3 months after the date of your chat with us.  This includes your conversation with us, your name, email address and IP address.

Sometimes depending on your query when using live chat for personal information including your home address and telephone number, this is used to satisfy your query and processed as above.  We will never ask you for payment information or passwords when using our live chat.

You can view Zendesk’s (Zopim) privacy policy here https://www.zopim.com/privacy.html

Cookies

We use cookies on our website to improve the user experience.  These cookies allow us to monitor how visitors use our website.  We do not use cookies after you have left parkgatemobility.co.uk for any reason such as advertising.  The type of cookie we use cannot identify our website visitors personally.

When someone visits www.parkgatemobility.co.uk we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website.

External Websites

From time to time, we may link to an external website for the visitor’s convenience.  This privacy policy is only relevant to this website and Parkgate Mobility and does not cover other websites.

Our Email Newsletter

As part of the registration process for our monthly e-newsletter, we collect personal information. We use that information for three reasons: first of all, to tell you about products and services you’ve asked us to tell you about; secondly, to contact you if we need to obtain or provide additional information and lastly to check our records are right and to check every now and then that you’re happy and satisfied. We don’t rent or trade email lists with other organisations and businesses.

We use a third-party provider, MailChimp, to deliver our newsletter. We gather statistics around email opening and clicks using industry standard technologies to help us monitor and improve our e-newsletter. For more information, please see MailChimp’s privacy notice. You can unsubscribe to general mailings at any time by clicking the unsubscribe link at the bottom of any of our emails.

We have taken steps to contact everyone who is currently on our list to confirm that they still wish to receive email newsletters from us.

We only ever send emails to our customers and visitors that have opted in to receive this information.

You can view Mailchimp’s privacy policy here: https://mailchimp.com/legal/privacy/

You can view Mailchimp’s terms here: https://mailchimp.com/legal/terms/

In Summary

Under GDPR you can request at any time all of the information we hold about you and you may also request that we remove any information we hold about you.

To do this, please contact us in writing at the following address: Data Protection Manager, Parkgate Mobility Head Office, Effingham Street, Rotherham, S65 1BL.  We will comply with your request within 30 days.

Updates to our Privacy Policy

From time to time, we may need to update this policy.  We recommend you check this page regularly for updates, however any major changes that affect the way we use your data will be communicated by email to registered users.

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