Privacy Notice
Last updated: 12 November 2025
This Privacy Notice explains how TechMates ("we", "us") collects and uses personal information when we provide home technology services (bookings, repairs, remote support, recommendations) and our TechMates Club subscription with managed security. It also covers our website at tech-mates.co.uk and any pages linking to this notice.
We are the data controller for the processing described here (unless stated otherwise). If you have questions, contact hello@tech-mates.co.uk or write to 11 Sandpiper Lane, Wyberton, Boston, Lincolnshire, PE21 7SN. Phone: 01205 625001.
What data we collect
We collect only the personal data needed to deliver our services:
- Identity & contact - name, address, email, phone.
- Device & service details - device make/model and serial numbers, fault descriptions, service notes, photos you share about equipment.
- Communications - call metadata and recordings (where enabled), emails, messages via social media, and website form submissions.
- Remote support data - connection/session details (e.g. IP address), troubleshooting logs, limited screen access during a session.
- Managed security (TechMates Club) - device identifiers and security events generated by our remote monitoring and security tools.
- Credentials (occasionally) - passwords or account logins you voluntarily provide so we can complete a task (e.g. software install, email setup, data transfer). We use them only for that task and encourage you to change them afterwards.
- Payments (subscriptions only) - payer details needed to set up Direct Debits. We do not store your bank or card details. These are handled by our payment service providers.
- Cookies & similar tech - analytics and affiliate tracking cookies on our website (non-essential, consent-based). See Cookies below.
How we collect data
- Website forms (hosted securely and delivered to our CRM/email)
- Phone/VoIP calls (may be recorded; see below)
- In-person visits and device intake
- Remote support client during troubleshooting sessions
- Social media messaging (e.g., Facebook, Instagram, WhatsApp)
- Subscription sign-ups via our direct debit provider
- Security agent for TechMates Club
Why we use your data (purposes) and legal bases (UK GDPR)
| Purpose | Examples | Legal basis |
|---|---|---|
| Provide and manage services | Bookings, repairs, remote help, managed security, subscription billing | Contract |
| Service quality & records | Service history for warranty/support; basic fraud/abuse monitoring; call recordings for training/disputes | Legitimate interests - we minimise access and impact |
| Communications | Service updates, appointment reminders, responses to enquiries | Contract / Legitimate interests |
| Marketing (optional, future) | Newsletters, offers | Consent - opt-in only; withdraw anytime |
| Cookies/analytics/affiliate tracking | Site usage measurement; commission attribution | Consent under PECR/UK GDPR |
| Legal & compliance | Tax/accounting, responding to regulators, enforcing terms | Legal obligation |
| Vital interests (rare) | Prevent significant harm | Vital interests |
We do not use automated decision-making or profiling within the meaning of UK GDPR Article 22.
Sharing your data
We share data only with trusted external providers who help us operate effectively (for example: hosting, communications, security, payment processing, analytics, and support systems). Each acts under a written agreement requiring them to keep data secure and to process it only as necessary to provide their service.
We may also disclose data where required by law, in connection with a business transfer, or to establish, exercise, or defend legal claims.
A current list of provider categories and transfer safeguards is available on request. Providers may change without individual notice.
International transfers
We may occasionally transfer personal data to service providers or systems located outside the UK or EEA. Such transfers are protected using recognised safeguards, such as the UK International Data Transfer Agreement (IDTA), the UK Addendum to the EU Standard Contractual Clauses, or other lawful mechanisms ensuring equivalent data protection standards. Further details are available on request.
Cookies and similar technologies
If affiliate links use third-party cookies or tracking pixels, note that these may set their own cookies once you click an external link - this is outside our direct control.
We use non-essential cookies (e.g., analytics and affiliate tracking) only with your consent. You can manage choices via the Cookie Preferences box on our website or in your browser settings. Essential cookies are required for site operation. See our forthcoming Cookie Notice for full details.
Call recordings
We may record inbound/outbound calls for training, quality, and dispute resolution. Retained typically 30-180 days, longer if linked to a complaint or legal claim. Legal basis: our legitimate interests. You may request non-recorded alternatives when practical.
Remote support & on-device access
We may need temporary access to your device, settings, files, or accounts to complete work. We limit access to what's necessary and do not retain personal content unless requested for a data-transfer service. Shared credentials are treated confidentially and used only for that task; we recommend changing them afterwards.
Managed security (TechMates Club)
If you subscribe, our managed security tools monitor device status and security alerts linked to your account. Data is processed solely to deliver the security service and related support.
Data retention
We review our retention periods periodically and assess what information must still be kept to meet business, legal, or technical needs. Data is securely deleted or anonymised when it is no longer required based on these criteria. We may also anonymise or aggregate data for analytical purposes that do not identify individuals.
- Customer/service history: up to 6 years.
- Call recordings: 30-180 days.
- Remote support metadata & security events: kept for the subscription term then minimised.
- Cookies/analytics: per your consent and provider defaults.
- Longer retention applies where needed for disputes or legal obligations.
Security
We take a layered approach to safeguarding personal data. This includes access controls based on business need, strong authentication on core systems, encrypted transmission of information, and the use of reputable platforms with built-in security protections. Periodic security reviews are carried out to ensure our measures remain appropriate. As the business grows, any staff or contractors will receive clear guidance and training on confidentiality and data protection. We rely on vendor redundancy and do not keep separate customer-data backups unless part of a requested service.
Your rights
Under UK GDPR you may request access, correction, erasure, restriction, portability, or object to processing (including direct marketing). You may withdraw consent anytime. Contact hello@tech-mates.co.uk. We respond within one month and may require ID confirmation.
You can also complain to the Information Commissioner's Office (ICO): https://ico.org.uk/make-a-complaint/
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF - Tel: 0303 123 1113.
Children
Our services target adults. We do not knowingly collect data from children under 18. Any incidental data on a family device is accessed only as necessary and not retained.
Third-party links
Our website may link to third-party sites, including affiliate links. Their own privacy policies apply.
Changes to this notice
We may update this notice from time to time. The latest version will be posted on our website with the revised date. If we make significant changes, we will highlight these on our website or contact affected users directly where appropriate.
Contact
- Controller: TechMates
- Address: 11 Sandpiper Lane, Wyberton, Boston, Lincolnshire, PE21 7SN
- Email: hello@tech-mates.co.uk
- Phone: 01205 625001