Our policy applies to you if you use our products or services in store, over the phone, online, through our mobile applications or if you use any of our websites or interact with us on social media (our “Services”).
Who Are We?
TheMobyShop is a trading name of TheMobyShop.com Ltd (referred to using "We", "Us", "Our" or the “Company”) is a company registered in England and Wales (Company registration number: 09105240). TheMobyShop is an independent award winning specialist telecommunications, electricals and repair services company. We pride ourselves on offering our customers high quality repairs and the mobile and computer technology they need.
We understand how important it is that our customers feel they can trust us. Whenever you book a device with us for repair, you entrust us with your data. We strive to listen to our customers and to take their expectations on board to make them a part of our company decisions and policies and we work hard to earn and maintain your confidence. In this policy we’ve provided details as to when and why we collect your personal information and under what conditions we may disclose it to others and in what ways we keep it secure.
Sharing Your Personal Information
We share personal information with law enforcement agencies when it’s required by law or to protect TheMobyShop and its customers.
Information we collect
We collect personal information about you when you visit our store, use our Website, or if you communicate with us by phone, email and social media.
The types of personal information we collect includes:
Personal details such as your name, address, date of birth, email address, phone number and other contact information, transaction information, such as the product you purchased, its price, your method of payment and your payment details which are anonymised as per PCI DSS recommended standards.
When you're using our Website, the information we collect includes:
Information that you provide in your dealings with us. This includes when you register to use our online services, or when you subscribe to our services or request further services and/or information from us.
Details of your visits to the Website, in-store WIFI or App and the resources that you access. Examples include ads that you click, device information and location
IP address and cookie data
The situations when you provide personal information could include when you:
Purchase products at our stores or when contacting us
Request to receive marketing or other communications
Enter one of our competitions or when you complete one of our customer surveys
Submit information when you’re providing feedback
Use interactive features of our Online Services.
How we use your information
The law on data protection sets out a number of different reasons for which a company may collect and process your personal data. These are set out below.
When we're required to enter into a contract with you
We use your personal information to process your orders and payments or to give you a refund.
Where you have provided consent
We use email and text messages to communicate with you about our products and services, competitions, offers, promotions or special events.
Where there is a Legitimate Interest
As a Company we are often required to process your personal data in order to carry out certain tasks relating to our business activities. In such cases, processing of personal data can be justified on grounds of legitimate interest.
To provide customer support and to respond to, and communicate with you about your requests
To contact you if we need to obtain or provide additional information
To check our records are right and to check every now and then that you’re happy and satisfied (e.g. customer surveys).
For marketing activities (other than where we rely on your consent) e.g. marketing permissions captured during the course of a sale
To send promotional material to you in the post or inform you of our offers by telephone
To comply with a request from you in connection with the exercise of your rights (for example where you have asked us not to contact you for marketing purposes, we will keep a record of this in order to be able to comply with your request)
To send communications to you about your orders, purchases or accounts and bill you for using our products or services
Personalise & Improve our Service
To help us understand more about you as a customer, the products and services you use, the way you use them and how you shop across the company, so we can serve you better
Improve the content and appearance of the Website and to make sure that content is presented in the most effective manner for you
To operate, evaluate and improve our business, including to determine the effectiveness of our sales, marketing and advertising; and the analysis and improvement of our products, offers and promotions.
- Where you fail to repay what you owe Us or return our property, we may need to trace your whereabouts (sometimes using a tracing Agent) in order to recover payment or reclaim property. This might be carried out by a third Party debt recovery agent on our behalf
To protect against, identify and prevent fraud and other criminal activity, claims and other liabilities
For network and information security in order for us to take steps to protect your information against loss or damage, theft or unauthorised access.
When we're required to comply with our Legal Obligation
We'll use your personal information to comply with our legal obligations including:
To identify you when you contact us
To verify the accuracy of data that we hold about you
To assist HMRC and/or the Police and/or other regulatory bodies in relation to an investigation by a public authority.
Where it is in your Vital Interest
In certain circumstances it is in your vital interests for us to process your personal information. We may need to contact you if there are any urgent safety or product recall notices or where we otherwise reasonably believe that the processing of your personal information will prevent or reduce any potential harm to you.
Who we share your personal information with
Our service providers
We work with partners, suppliers, insurers and agencies so they can process your personal information on our behalf and only where they meet our standards on the processing of data and security.
Other organisations and individuals
We may transfer your personal information to other organisations in certain scenarios. For example:
If required to by law, under any code of practice by which we are bound or we're asked to do so by a public or regulatory authority such as the Police or the Department for Work and Pensions
Information may also be shared with fraud prevention agencies to prevent fraudulent claims
If we need to do so in order to exercise or protect our legal rights, users, systems and services
In response to requests from individuals (or their representatives) seeking to protect their legal rights or the rights of others.
With emergency services (if you make an emergency call), including your approximate location
Companies that enable us to collect your reviews and comments, both online and offline
How long we keep your personal information
We will keep your personal information for as long as you're a customer. If you haven't made a purchase or engaged with us for 3 years or more, then we'll remove you from our marketing mailing lists. After you stop being a customer, we may keep your data for up to 7 years after the last time you interacted with us. This could include one of the ways specified in 'How we use your personal information' and for one of these reasons:
To respond to any questions or complaints
To show that we treated you fairly
To maintain records according to rules that applies to us
To establish, bring or defend legal claims.
We may keep your data for longer than 7 years if we cannot delete it for legal, regulatory or technical reasons. We may also keep it in order to help support product recalls or safety notices. If we do, we will make sure that your privacy is protected and only use it for those purposes. We do not retain personal information in an identifiable format for longer than is necessary.
Access to Information held about you
You have the right to request what personal information we hold about you. This is sometimes called a 'Data Subject Access Request'. If we agree that we are obliged to provide personal information to you (or someone else on your behalf), we'll provide it to you free of charge. Before providing personal information to you or another person on your behalf, we may ask for proof of identity and sufficient information about your interactions with us that we can locate your personal information. Except in rare cases, we’ll respond to you within 30 days after we've received this information or, where no such information is required, after we’ve received your request.
If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it.
In certain circumstances you have the right to request a copy of your personal information from us or to have that information passed to an organisation of your choice in a format that can be easily reused.
Right to stop or limit our processing of your data
You have the right to object to us processing your personal information if we’re not entitled to use it any more, to have your information deleted if we are keeping it too long or have its processing restricted in certain circumstances.
Where we rely on our legitimate interests, as set out under 'How we use your personal information', you may object to us using it for these purposes. If we agree that your objection is justified in accordance with your rights under data protection laws, we’ll permanently stop using your data for those purposes. Otherwise we’ll provide you with our justification as to why we need to continue using your data.
You can ask us to restrict the use of your personal information if:
It isn't accurate.
It has been used unlawfully but you don't want us to delete it.
It's not relevant any more, but you want us to keep it for use in legal claims.
You’ve already asked us to stop using your data but you’re waiting for us to tell you if we’re allowed to keep on using it.
Please note that we may be required by law to retain certain information. Before we are able to provide you with any information or correct any inaccuracies, we may ask you to provide other details to help us respond to your request.
If you would like to exercise these rights, please contact us.
Please make sure you provide the following identification documents as part of your application:
Please make sure you provide one proof of identity (we suggest either a utility bill in your name or your driver's licence, but other similar formal documents may be accepted, please note the documents cannot be older than 6 months) as part of your request.
TheMobyShop uses technical and organisational security measures to protect the personal information supplied by you against loss, destruction, and any unauthorised access by third parties.
We use so-called social plugins (buttons) of social networks such as Facebook, Instagram, Tik Tok, LinkedIn and Twitter.
After activation of a button, the social network can retrieve data, independent of whether you interact with the button or not. If you are logged on to a social network, the network can assign your visit to the website to your user account. A social network cannot assign a visit to websites operated by our other group companies unless you activate the respective button there as well.
If you're a member of a social network and don’t want that network to combine data retrieved from your visit to our websites with data they hold on you, you must log out from the social network concerned before activating the buttons.