Privacy Policy
Last updated: 25th August 2022
Who are we?
We are Re:company Limited with company number 12671909 and registered address of Springpark House, Basing View, Basingstoke, Hampshire, United Kingdom, RG21 4HG (“Re:store").
We operate an online marketplace that allows you to buy products from various third-party retailers (our "Licensees"). We also offer the ability for you to connect our Licensees online via a video calling and messaging platform. This privacy policy explains how and why we collect your personal data.
What personal data do we collect and why do we use it?
The table below explains who we collect personal data about, what that personal data is and the purpose we use it for. The last column sets out the ‘lawful basis’ we rely on for processing that personal data which is a requirement of data protection rules.
Shopper
(someone who uses our services to shop with one of our Licensees, or uses our video call and messaging service to make an enquiry - e.g. seek advice or view a product demo)
We are a data controller of shopper data but the Licensee you are interacting with, and any payment service provider integrated in the service, will also be separate data controller in respect of your personal data so you should make sure you review their privacy policies as well.
Personal Data
Source and Purpose
Lawful Basis for Processing
Registration data.
You can choose to register with us by providing your full name and email address.
You can optionally add a public profile picture and phone number. You can also register using Google single sign on.
This allows you to checkout and purchase any products you choose to buy, as well as receive the additional functionality of the service such as call recordings, message exchanges and notifications. The data comes from you direct or via Google if you use Google single sign on.You can also choose to register for early access to the services.
To provide the service in accordance with our terms.
Our legitimate interests as a business in providing and managing and improving the services.
Purchase Information
We will collect your name, contact details, order information, delivery details and payment details (which we will not store) if you use our services to make a purchase.
The data comes from you direct and we use it so we can facilitate your order.
To provide the service in accordance with our terms.
Message data.
If you are registered and use our messaging service to chat with a Representative, messages sent and received are stored for you (including any images or videos you may send). If you aren’t registered, this is just retained until the end of your browser session.
If you are registered, you can also post messages in our community group chats and/or forums.
You are able to delete messages and/or posts through the messaging service.
If you choose to register with us, this allows you to access the message exchange for future reference and to interact with our community. The data comes from you direct.
To provide the service in accordance with our terms.
Our legitimate interests as a business in providing and managing and improving the services.
Reviews and/or recommendations.
If you leave a review and/or product recommendation we will collect your name and review and/or product recommendation.
You are able to delete your reviews and/or product recommendations by contacting support@askrestore.com.
This data comes from you direct and allows you to provide us and other shoppers with your feedback.
Our legitimate interests as a business in providing and managing and improving the services.
Recording of your video call with a Representative.
The recording includes your voice but not any video footage of you (unless you have explicitly enabled two-way video) so you can’t be directly identified unless you volunteer information about yourself during the call which may identify you.
When you use the service to make a video call to a Representative, we record the discussion so that: (i) you can access the call recording again for future reference if you choose to register with us; and (ii) it can be used for quality and training purposes for a Licensee to improve their customer service. The data comes from you direct.
To provide the service in accordance with our terms.
Our legitimate interests as a business in providing and managing and improving the services.
Representative
someone who uses the video call and messaging service to respond to enquiries on behalf of the Licensee)
and
Admin
(someone appointed by the Licensee who manages the service and has access to the information about and calls made/received by Representatives).
We are a data controller of the data for the purposes of providing the service to our Licensees and analyzing and improving the services.
Please note that the Licensee that you work with will also be a separate data controller of Representative and Admin personal data and may use it for their own purposes subject to and in accordance with their privacy policy.
Personal Data
Source and Purpose
Lawful Basis for Processing
Representatives.
Account data including your full name, picture, email address phone number and account settings including availability times.
Recordings of video calls made with shoppers, and any messages exchanged.
Account data is provided by you directly. Call recordings and message data are collected through your use of the service.
We use this to provide the services, and analytics for the improvement of the service.
Please note that recordings will be shared with shoppers and also with the Admin and Licensee you work with. Admins will also be able to see your registration, availability and message data.
Provision of the contracted service to the Licensee through which you are engaged.
Legitimate interests in managing and improving the service.
Admins.
Account data including full name, picture, email address, phone number and account settings, including store availability times.
Account data is provided by you directly.
We use this to provide the services, and analytics for the improvement of the service.
Provision of the contracted service to the Licensee through which you are engaged.
Legitimate interests in managing and improving the service.
Other
Personal Data
Source and Purpose
Lawful Basis for Processing
Name, contact details and any preferences you have told us about.
From the individual directly for the purposes of marketing communications.
When we send you our news updates because you have opted-in to receive them, we rely on your consent to contact you. If you have not opted-in and we send you our news updates emails, we do this because of our legitimate interest to promote our business. You can unsubscribe from our updates at any time by clicking the unsubscribe link at the bottom of any of our emails or by emailing support@askrestore.com.
Contact details provided and correspondence of those who choose to contact us.
From the individual directly and used to respond and manage queries and requests.
Our legitimate interests as a business in responding to and keeping a record of correspondence.
Contact details provided in any user testing form or trial sign up.
From the individual directly for the purposes of facilitating testing and trials.
Contract in providing services and our legitimate interests in managing and improving the service.
Licensee contact details. Any details from Licensee personnel other than for Representatives and Admins above.
From the individual directly for the purposes of queries, contract negotiations and arrangements.
Fulfilment and administration of the contract where one is in place.
Our legitimate interests as a business in responding to and keeping a record of correspondence.
In some circumstances we and our sub-contractors may carefully anonymise your personal data so that it can no longer be associated with you, and we and they may use this anonymised information indefinitely without notifying you.
From the individual directly, and we use this anonymized data to improve our services.
Our legitimate interest of improving our services.
When you consent, we collect information about how you use our website.
From the individual directly. More information on the reason we use this information can be found in our cookies section below.
Consent.
How long do we keep your personal data for?
We keep your information only for as long as is necessary for the relevant purpose or unless otherwise required to meet our legal or regulatory requirements. We use a number of criteria for determining the retention period including obligations under law, our need to defend or bring contractual claims within the statutory limitation period, and consideration of the original purpose we collected it for. If you would like more information on how long we retain your personal data please contact us at support@askrestore.com.
Who do we share your personal data with?
Data may be shared in the following circumstances:
What happens if you do not provide us with the information we request or ask that we stop processing your information?
If you do not provide the personal data necessary, then you may be unable to use the service; we may not be able to register you; or we may be unable to respond to your query or consider your request. In the case of messages exchanged and call recordings, you may no longer have access to them.
Do we make automated decisions concerning you?
Automated decisions are those made without human intervention that have a legal effect on you or other similarly significant effect (for example, determining whether you are eligible for a job). We do not carry out this type of processing activity.
Do we transfer your data outside Europe?
We may sometimes transfer your personal data to countries outside the UK and European Economic Area, for example if we are using a supplier based elsewhere. Where we transfer data to a country that has not been deemed to provide adequate data protection standards, we always have security measures and adequate safeguards in place to protect your personal data. Please contact us at support@askrestore.com if you would like more details about our safeguards for data transfers.
What rights do you have in relation to the data we hold on you?
By law, in certain circumstances you have a number of rights when it comes to your personal data. Further information and advice about your rights can be obtained from the data protection regulator in your country. In the UK, this is the Information Commissioner.
Please consider your request responsibly before submitting it. We’ll respond as soon as we can. Generally, this will be within one month from when we receive your request but, if the request is going to take longer to deal with, we’ll come back to you and let you know.
Rights
What does this mean?
1. The right to be informed
You have the right to be provided with clear, transparent and easily understandable information about how we use your information and your rights. This is why we’re providing you with the information in this Privacy Policy. If you have any additional questions, for example regarding transfers and locations of data or our legitimate interests basis, please do get in touch.
2. The right of access
You have the right to obtain access to your information (if we are processing it), and certain other information (similar to that provided in this Privacy Policy).
This is so you’re aware and can check that we’re using your information in accordance with data protection law.
3. The right to rectification
You are entitled to have your information corrected if it is inaccurate or incomplete.
4. The right to erasure
This is also known as the ‘right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of your information where there is no compelling reason for us to keep using it. This is not a general right, there are exceptions.
5. The right to restrict processing
You have rights to ‘block’ or suppress further use of your information. When processing is restricted, we can still store your information, but may not use it further. We keep lists of people who have asked for further use of their information to be ‘blocked’ to make sure the restriction is respected in future.
6. The right to data portability
You have rights to obtain and re-use your personal data for your own purposes across different services. This is not a normal scenario for companies of our nature, but if you have any questions you can contact us.
7. The right to object to processing
You have the right to object to certain types of processing, including processing for direct marketing or where we are relying on our legitimate interests for processing.
8. The right to lodge a complaint
You have the right to lodge a complaint about the way we handle or process your personal data with your national data protection regulator, in the UK this is the Information Commissioner.
9. The right to withdraw consent
If you have given your consent to anything we do with your personal data, you have the right to withdraw your consent at any time (although if you do so, it does not mean that anything we have done with your personal data with your consent up to that point is unlawful). This includes your right to withdraw consent to us using your personal data for marketing purposes.
What cookies do we use?
We use cookies to distinguish you from other users of our sites. This helps us to provide you with a good experience when you browse our sites and also allows us to improve our sites.
A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer. We only use (and store) non-essential cookies on your computer's browser or hard drive if you provide your consent.
Type
Cookie
Purpose
Duration
Strictly necessary
Re:store
Re:store uses cookies to enable some of the basic functionality that is required for customers to browse, shop, video call and message (and for Sellers to sell) on our website, such as remembering which products they have added to their basket or remembering messages. The information collected through these cookies is only used for this purpose and is never shared or sold on to third parties.
Session
Strictly necessary
Zendesk
Re:store uses Zendesk Help Center to provide Help Center functionality, which uses Zendesk cookies and Google analytics to track information such as user session, visited articles, search terms, and article votes.
8 hours
Analytics & experience testing
Google Analytics (including Universal Analytics and Google Analytics for Display Advertisers)
Google Analytics (GA) uses cookies (or, if applicable, anonymous identifiers) to collect data that helps us understand how people are using the site. We use this information to identify how and where we can improve the customer experience. In cases where you are logged-in to our website, GA will also collect your User ID. This data is exported into our database, where it may be linked to previous browsing behaviour and personally identifiable information.
30 seconds to 24 months
Analytics & experience testing
Google Tag Manager
Google Tag Manager uses cookies to collect data that helps us understand how people are using the site.
Session
Functional
Social media cookies
In order to enhance your internet experience and to make the sharing of content easier, some of the pages on our website may contain tools or applications that are linked to third party social media service providers such as Facebook or Twitter. Through these tools or applications the social media service provider may set its own cookies on your device. We do not control these settings and you should check the social media service provider’s website for further details about how they use such technologies.
N/A
Targeted and advertising cookies
Social media
These cookies track your browsing habits to enable us to show advertising which is more likely to be of interest to you. These cookies use information about your browsing history to group you with other users who have similar interests. Based on that information, third party advertisers can place cookies to enable them to show advertisements which we think will be relevant to your interests while you are on third party websites.
Session
You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.
Other technologies
In addition to cookies, we use other similar technologies on our website and application, and elsewhere as described below.
How can you contact us?
If you are unhappy with how we’ve handled your information or have further questions on the processing of your personal data, contact us at support@askrestore.com.