Privacy Policy

This Privacy Policy describes how we use your information and the data processing practices carried out through the use of the Internet and other electronic networks including apps (we use the term “website” to refer to all types of technology).

The privacy of our Users is extremely important to us and therefore we encourage all Users to read this policy very carefully because it contains important information regarding:

  • Who we are;
  • How and why we collect, store, use and share personal information;
  • Your rights in relation to your personal information; and
  • How to contact us and supervisory authorities in the event that you have a complaint.

By contacting a Service Provider using our Website, by signing up as a Service Provider, by clicking the “Book Now” button for a LocalPRO, by visiting www.towzone.co.uk or using our apps, you are accepting the practices described in this Privacy Policy.

Table of Contents

Our details

Towzone (“we”, “us” or “our”) (trading as TOWZONE) collect, use and are responsible for storing certain personal information about you. When we do so, we are regulated under the General Data Protection Regulation which apply across the European Union (including the United Kingdom) and we are responsible as a ‘controller’ of that personal information for the purposes of those laws. The information we gather about Users helps us to personalise and continually improve our platform. Some Users of our website are also Members. You are a Member if you register on our website as a Service Provider, Contributor or make a booking online with a Service Provider.

If you have any questions about this Privacy Policy, please contact the data controller.

The data controller in respect of this website is Towzone, 85 Great Portland Street, First Floor, London, W1W 7LT.

You can contact the data controller by writing to our data protection officer at the above address or sending an email to info@towzone.co.uk 

Web server log information

We use a Linode third party server to host our website, the privacy policy of which is available here > https://www.linode.com/legal-privacy/

Our server automatically logs the IP address you use to access our website as well as other information about your visit such as the pages access, the date and time, your browser information and operating system.

Our servers are located in London, United Kingdom.

We use Sucuri to protect our website by utilising a web proxy firewall that prevents unauthorised access to our network, the distribution of malicious code, denial of services attacks and other cyber attacks, by detecting unusual or suspicious activity. Sucuri’s privacy policy can be found here > https://sucuri.net/privacy/

Both Linode server logs and Sucuri logs collect and store information to ensure our network, IT security, server and website remain un-compromised. 

Unless we are investigating suspicious or potential criminal activity, we do not make, nor do we allow Linode or Sucuri to make, any attempt to identify you from the information collected via server logs.

Why we use this information: 

Linode, Sucuri and ourselves have a legitimate interest in using your information for the purposes of ensuring network and information security.

Cookies and similar technologies

A cookie is a small text file which is placed onto your computer or electronic device when you access our website. Similar technologies include web beacons, action tags, local shared objects (‘flash cookies’) and single-pixel gifs. Such technologies can be used to track Users’ actions and activities, and to store information about them. We use these cookies and/or similar technologies on this website.

In addition it should be noted that in some cases our cookies or similar technologies may be owned and controlled by third parties who will also collect personal information about you.

The following examples illustrate how we may use cookies to monitor and/or collect the following information:

  • How many times a user visits the website;
  • Which pages a user visits;
  • Traffic data;
  • Location data.

This information helps us to build a profile of our users. Some of this information may be aggregated or statistical, which means that we will not be able to identify you individually.

On the first occasion that you use our website we will ask you to make a choice about cookies before proceeding.

Your choices are:

  1. Whether you wish to proceed and consent to all cookies. 
  2. Whether you wish to proceed by blocking all cookies.
  3. Whether you wish to manage your cookie options manually.

Thereafter you can opt-out of using cookies at any time by visiting our Cookies Policy page or you can set your browser not to accept cookies and the websites below will tell you how to remove cookies from your browser. 

Please be aware that many website features will not function as a result of blocking cookies and your user experience will be reduced.

To make it easier for our Users we allocate cookies into one of four different groups:

Essential Cookies: These cookies enable basic functions and are necessary in order for the website to function. Essential cookies cannot be switched off.

Statistical Cookies: These cookies collect information anonymously. This information helps us to understand how our Users interact with our website.

Marketing Cookies: These cookies are third party cookies from advertisers or publishers to display personalised ads. They do this by tracking visitors across websites. We do not provide any personal information to these advertisers or publishers.

External Media Cookies: These cookies relate to embedded elements from third party media sites such as YouTube (embedded videos), Facebook (embedded social media posts) etc.

For further information on our use of cookies, please see our Cookie Policy.

For further information on cookies generally visit www.aboutcookies.org or www.allaboutcookies.org.

What personal information we collect, why and how we use it

A. Information You Provide to Us: 

We store all information you enter on our website. By choosing to register as a Member of our website you also accept the practices described in this Privacy Policy. If you choose to authorise another individual to operate and manage your account on your behalf you are still primarily responsible for the use of your account and any liability which may arise in connection with it, including all payments due under it or claims brought against you in respect of that use.

Examples of personal information that you provide us include:

  • Name;
  • Address;
  • Phone number;
  • Email address;
  • Location.

Examples of when we collect this information include:

Registering for an account;

  • Making bookings;
  • Making purchases;
  • Assisting with live chat;
  • Geo based marketplace searches;
  • Creating profile listings.

Why we use this information: 

  • To identify you as a Member of our website, to address you, access your account details, answer your questions and contact you.
  • To enable you to create an account
  • To enable us to send leads to you.
  • To enable us to send online bookings to you.
  • To enable us to display your business profile page publicly.
  • To enable us to target your business to the most relevant user searches.
  • To enable Service Providers (LocalPROs) to contact you and carry out the job booked.
  • To market and promote our services to you.
  • To provide you with online sales assistance when requested.
  • To provide you with geo location based searches (where you give permission).
  • To provide you with an invoice for goods or services provided.
  • To fulfil our legal obligation to keep accounting records, including records of transactions.
  • To fulfil your contractual obligation to pay for goods or services we have provided.
  • To share your information with other organisations for the purpose of identity screening, fraud prevention, customer support and debt collection.

B. Applications (“Apps”):

When you download and use apps created by us we may receive information about your device and your location.

Why we use this information:

  • To provide you with geo location based searches (where you give permission).

C. Marketing Communications:

With your permission we may send you information about products, services, offers, competitions and our business which may be of interest to you. Such information could be sent by post, email, telephone or text message.

We will ask whether you would like us to send you marketing messages on the first occasion that you provide any relevant contact information (i.e. on booking, contacting a service provider, signing up to a newsletter, entering a competition etc). If you do opt in to receive such marketing from us you can opt out at any time using the unsubscribe option at the bottom of every marketing email we send (see ‘Your rights in relation to your information’ below for further information).

To better understand our Users interests we often receive a confirmation when you open an email from us. 

Why we use this information:

  • To share relevant, timely and industry specific information.
  • To provide updates on new products and services provided by us.
  • To follow up sales and marketing communications with you.

D. Social Media:

As a Member you may choose to connect your account with social media platforms such as Facebook, Instagram and Twitter. By doing so we may collect your information available through your social media account such as your name, profile picture, email, date of birth, gender etc. We may store this information and use it to verify your credentials for connecting to social media platforms.

Why we use this information:

  • To provide Members with tools to improve the presence and appearance of your profile page.
  • To provide Members with the convenience of logging into their account using social media accounts.
  • To provide us with additional data to improve the Members dashboard area.

E. Information From Other Sources:

As a Member we may with your permission request information about you from any of these other sources. This information may include:

  • Disclosure and Barring Service (DBS)
  • Companies House
  • Fraud Prevention Agencies
  • Credit Reference Agencies

If this information is requested then we will add this information to the information we hold about you for the following purposes:

To improve our service by verifying that LocalPRO Service Providers have not been involved in fraudulent activity.

Why we use this information:

  • To help prevent and detect fraud.
  • To provide a better service for our Users and retain the integrity of our platform.
  • To enable us to provide a guarantee to Users who book online through our platform.

F. Monitoring and Recording Communications:

We may monitor communications such as emails, live chat and telephone calls for the following purposes:

  • Quality assurance;
  • Training;
  • Fraud prevention.

Why we use this information:

To respond to enquiries and messages we receive and keep records of correspondence.

Who your information may be shared with

Our website connects Users with Service Providers which involves interaction, communication and information being shared between parties. We share this information only as described below:

A. Request for Marketplace Services:

When a User completes a contact form to request a Service Provider using the Towzone Marketplace we will share all provided information (including their full name, email address, phone number etc) with the chosen Service Provider. Here we are using the information to fulfil our contractual obligations to the User.

B. Service Provider Profile Pages:

Free & Partner Members can self administer their own public profile pages. These pages are by their very nature public and you are in control of the data that is displayed and subsequently shared to all or any potential Users of the website. Here we are using the information to fulfil our contractual obligations to the Service Provider.

C. Booking LocalPRO Services:

When a User books the services of a verified Service Provider (“LocalPRO”) then we will share all provided information (including their full name, email address, phone number etc) with the chosen Service Provider. Here we are using the information to fulfil our contractual obligations to the User.

D. LocalPRO Profile Pages:

LocalPRO Members will have a publicly displayed profile page. These pages are by their very nature public and you are in control of the data that is displayed and subsequently shared to all or any potential Users of the website. This page is administered by Us and will be built from the details that the member supplies to Us. If the Member wishes to change the content that is publicly displayed on their Profile Page, then the Member should contact their account manager to request for the changes to be made. Changes will normally be made within 3 working days. Here we are using the information to fulfil our contractual obligations to the Service Provider.

E. Reviews

When Users or Members leave reviews on the website we collect the data given in the review form along with their IP address and browser user agent to help prevent spam detection. The review will be shown publicly on the website to assist other users with the reviewers name the only publicly visible data.

F. Third Party Service Providers:

We may occasionally appoint third party companies and individuals as data processors to perform services on our behalf and to assist us in providing you services. These data processors will only have access to personal data needed to allow them to make our services available to you and will only use your personal data for this purpose. Examples of the services provided include data cleansing, data analysis, marketing assistance, live chat assistance, anti-fraud services and other customer services. By sharing your information with these third parties we do so for legitimate business reasons and we will ensure that all third party suppliers control and protect your information accordingly.

G. Business Transfer

We reserve the right to sell the website as a subsidiary or the business in its entirety. In this case the User Information database will be one of the transferred assets. In this event the Users information will remain subject to the promises made in this Privacy Policy unless the User is notified otherwise.

H. Law Enforcement Agencies: 

We may share your information with law enforcement agencies in connection with any investigation to help prevent unlawful or fraudulent activity.

I. Payment Processing:

You will be required to make a payment when you subscribe, make a booking or purchase on our website. Your payment will be processed by Stripe, who collect, use and process your information, including payment information, in accordance with their privacy policies. We do not store card payment details on our servers. You can access Stripes privacy policy here > https://stripe.com/en-gb/privacy

Keeping your information secure

We have appropriate security measures in place to prevent personal information from being accidentally lost, or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We will also use technological and organisation measures to keep your information secure. These measures may include the following examples:

  • Website is protected by Sucuri firewall to prevent malicious attacks and hacks;
  • User account access is controlled by a unique username and password;
  • All data is stored on secure servers and encrypted using SSL;
  • All payment details are processed securely by Stripe using SSL.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

Indeed, while we will use all reasonable efforts to secure your personal data, in using the website you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that are transferred from you or to you via the internet. If you have any particular concerns about your information, please contact us using the details below.

Transfers of your information outside of the EEA

All countries in the European Economic Area (EEA), which includes the UK, have similar standards of legal protection for personal information. 

Many countries outside of the EEA do not have a similar standard of data protection laws to the UK.

We will not transfer your personal information outside of the EEA at any time.

Third party advertisers and links to other websites

Our website may include third party advertising and links to other websites. When you access the other websites, the owners of these websites may collect information from you which may be used by them in accordance with their privacy policy which may differ from ours. To find out more about third party advertising on this website visit our Cookies Policy page.

How long we retain your information

We set out specific retention periods where possible.

Server log information: we retain information on our server logs for 3 months.

Booking & Order information: in accordance with our legal obligation to keep records for tax purposes, we retain this information for seven years following the end of the financial year in which the booking or order was made.

Member information: we retain this information as long as is necessary and proportionate to fulfil our legitimate interests. For example, to prevent Service Providers who have been banned form our platform from re-listing.

Marketing information: we retain the information you used to sign up for as long as you remain subscribed.

Correspondence and enquiries: when you make an enquiry or correspond with us for any reason, whether by email, live chat, contact form or by phone, we will retain your information for as long as it takes to resolve your enquiry, and for three years, after which point we will archive your information securely.

Your rights in relation to your information

Under the General Data Protection Regulation you have a number of important rights free of charge. In summary, those include rights to:

  • fair processing of information and transparency over how we use your use personal information
  • access to your personal information and to certain other supplementary information that this Privacy Notice is already designed to address
  • require us to correct any mistakes in your information which we hold
  • require the erasure of personal information concerning you in certain situations
  • receive the personal information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third party in certain situations
  • object at any time to processing of personal information concerning you for direct marketing
  • object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you
  • object in certain other situations to our continued processing of your personal information
  • otherwise restrict our processing of your personal information in certain circumstances
  • claim compensation for damages caused by our breach of any data protection laws

For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individual’s rights under the General Data Protection Regulations (http://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/)

If you would like to exercise any of these rights please:

email or write to us at:

email: info@towzone.co.uk

post: Towzone, 85 Great Portland Street, First Floor, London, W1W 7LT

  • let us have enough information to identify you
  • let us have proof of your identity (a copy of your driving license, passport or a recent credit card/utility bill)
  • let us know the information to which your request relates

From time to time we may also have other methods to unsubscribe (opt-out) from any direct marketing including for example, unsubscribe buttons or web links. If such are offered, please note that there may be some period after selecting to unsubscribe in which marketing may still be received while your request is being processed.

Children’s privacy

We care about the safety and privacy of children online and do not knowingly contact or collect information from persons under the age of 18. The website is not intended to solicit information of any kind from persons under the age of 18.

It may be possible that we receive information pertaining to persons under the age of 18 by the fraud or deception of a third party. If we are notified of this and as soon as we can verify the information or obtain parental consent, we will delete the information from our servers.

How to complain

In the first instance please contact us and we will do our utmost to resolve any query or concern you may have about our use of your information.

If you’re not satisfied with our response to any enquiry or complaint or believe our processing of your personal data does not comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO) by:

  • writing to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF;
  • calling: 0303 123 1113; or
  • submitting a message through the ICO’s website at: ico.org.uk.

Changes to the privacy policy

We may change this privacy policy from time to time.

You should check this policy occasionally to ensure you are aware of the most recent version that will apply each time you access this website. 

We will also attempt to notify Users of any changes by email if you have opted in to receive emails.

This privacy policy was last updated on: 01/07/2021