We are committed to preserving the privacy of all visitors to our website at www.rpair.co.uk (the “Website”).
Please read the following privacy policy carefully to understand how we collect, use and protect information that you provide to us, how this data might be shared with Partners and selected Third Parties and what choices you have in how this data may be used by us.
This policy also contains sections regarding how you can contact us, withdraw your consent and how you can request information on what is held by us about you.
Important notice: If you use our Website or Services, you should read this notice to understand how we will handle your personal data.
This Privacy Policy should be read in conjunction with the Website Terms & Conditions and any capitalised term not defined in this Privacy Policy shall have the meaning given to that term in the Website Terms & Conditions.
The Website is operated by RPAIR Ltd (“We”, “Us” or “RPAIR”). RPAIR Ltd is a limited company registered in England and Wales under company number 12615438 and has its registered office at 17 Park Side, Epping, CM16 6SS, United Kingdom.
Our main trading address and principal place of business are also located at this same address.
We are registered with the Information Commissioner’s Office under number A8702200.
Our Data Protection Manager is Michael Jakobsen. If you have any questions about how we use your personal data, you can ask for our Data Protection Manager or address your communication to our Data Protection Manager.
You can contact us at contact@rpair.co.uk.
We collect information to provide our Services to all our users and also to improve our Website and Services.
The information We collect can range from an email address to information on how you interacted with the Website and used our Services.
Further details about how We collect personal data, as well as the types of personal data We collect, are set out below.
If you register to use the Website as a Customer or a Partner you will be asked to provide certain information about yourself, including your name and contact details, comprising email address, telephone number and/or address information.
If you register as a Partner with us, you may be asked for further information regarding your business. This may include supporting evidence which you may provide to us via email or post.
If you are a Customer and use the Website to request Quotes from our Partners, We will collect information contained in your request which will include your telephone number, postcode, email address and details of the work you need to be undertaken.
If you post your Job or request a Quote via a third party who uses our Website or Services, your information (including name, email address and contact details) may be stored and processed in our systems to help that third party to provide a Quote to you.
The types of third parties that We work within this respect include:
We may also collect any other information you submit via any online forms or other interactive areas that appear on the Website from time to time.
This includes information contained in any Listing, Request, Quotes or Feedback you post on the Website or which is contained in any message/chat you transmit via the Website.
This could include information you supply for additional services We offer via our partners. This could include your name, contact details and information relating to the products you are enquiring into or applying for (such as date of birth, which is needed to help identify you for third party applications of credit).
We collect information about telephone interaction between Customers and Partners, as well as between RPAIR, Partners, Customers and others.
This could include monitoring, recording, transcribing, storing and using communication between Customers and Partners and with RPAIR.
It may also mean that Customers, Partners and others that call RPAIR offices or RPAIR personnel may have their contact information recorded in our systems or telecommunication devices. This includes any information you may leave in a voicemail when calling RPAIR offices or personnel.
The reasons for collecting this information are detailed below.
PLEASE NOTE: In operating as a Partner on our Website you agree that RPAIR may at its choosing monitor, record, transcribe, store and use communication between yourself and a Customer in order to check details of any instructions received as a result of using the Website.
If you are a Partner and you purchase membership or other services on the Website or from RPAIR, We may collect information about your purchases as well as your credit or debit card information and We will collect information concerning the Quotes you have submitted via the Website or using our technology.
For Customers and Partners that purchases services from RPAIR including Membership packages, and other paid-for services provided by RPAIR, We may store your information with our third-party payment processors.
We may store other details in third party systems to provide us with accounting and customer relationship management abilities. This may include payment histories and contact information as well as various notes taken by RPAIR staff.
When you use our Website and Services We may collect information about how you interacted with our Website, including information that your browser sends when you visit a website. This log data may include your Internet Protocol address, the address of the web page you visited before using our services, and the date and time of use of our services.
We may use third-party tools that, whilst they do not identify specific users of our site, aggregate user behaviour in interacting with our Website and services.
These tools may provide information including addresses of web pages visited before using our services and the devices and browsers used to access our Website. This data may include geolocation information as provided by these third parties.
One of the tools we use is Google Analytics. Please see the following link for information on how Google Analytics uses your data.
RPAIR may also receive information from our partners or others that We use to make our Services more effective, tailored, and more useful to you.
This might be aggregate level information such as which postcodes go with which city, or it might be more specific information, such as email address, name and profile information passed from Facebook on account registration via Facebook.
We may collect information about you (name, contact details, etc) if you contact our office via telephone, fax, post or via email.
We may also collect your information at trade shows or during other interactions with you in person. This information may then be transcribed and uploaded into our systems or recorded in written format.
Information is used in the following ways:
We use the information We collect from you when you use our Website or Services, to provide, maintain, protect and improve our Website and Services, develop new ones and protect RPAIR and our users.
Further information about the purposes for which we use your information and the legal basis for doing so are detailed below.
Your information will be used to provide you with access to our Website and to supply you with the Services you request. In particular:
If you are a Customer and request quotes on our Website, We will use your postcode to select Partners who are best placed to respond and we will send details of the request, together with your name, contact detail and address, to these selected Partners so they can respond. The Job information will be provided to the Partner and may be shared with our Third-Party partners to help identify the make and model of the watch/jewellery, and help provide services to our Partners in relation to parts data and parts information so that the Partner can provide you with a quote on your service or repair request.
Any Partner who responds to your request will also be given access to your telephone number and email so that they can contact you to discuss your requirements and their quotation.
If you select a Partner to undertake the job via the Website, then your chosen Partner will be given access to your other contact details so that they can contact you to arrange for the work to be undertaken.
Some Partners use third party suppliers and agencies to help them to respond to requests for Quotes and to liaise with customers to arrange for work to be undertaken and so references to Partners in this privacy policy includes such third parties acting on their behalf.
Please see how to manage your telephone communication with Partners below.
The Website allows the Partners to communicate via messaging/chat to Customers once a Job is quoted on, and likewise, a Customer can communicate via message/chat to a Partner. This functionality allows you to ask questions and transmit information between each other that might be useful to either party in assessing and understanding a quote.
The chat system allows this flow of information to be exchanged in a controlled manner. However, if you provide personal contact or other personal information (e.g. credit card information) via the messaging/chat functionality of the Website, you do so you do at your own risk.
RPAIR may also review the messaging/chat system from time to time, and may use any or all of the information for various purposes including assisting us in contacting you, assisting us in any legal proceedings or dispute, assisting us in our analysis of completed bookings, assisting us in the development of various enhancements of our systems or Website or in any other manner that we may be required under law to provide such information.
This is often necessary in order to be able to fulfil our obligations under the contract between us.
In other cases this is necessary for our legitimate interests (including managing our relationship with Customers and Partners, enforcing our contractual rights and resolving disputes, keeping records, studying how customers use our Website and Services and improving our Website and Services).
We send a variety of emails to you, both as Customers and Partners and as other consumers of services on our Website. These include other services you may have subscribed to or purchased.
Some of the emails we send you are part of the functionality of how the Website and our Services work, for instance, we inform you if you have received a quote if you’re a Customer. If you are registered as a Partner, We may send you renewal notices etc. We categorise emails of this nature as "transactional emails". They are intended to give you the information in relation to the requests you are making in the system and prompt a response from you to those requests.
Other types of emails that We may send you may be marketing-related emails. If you register with us as a Customer or Partner or via another service we offer and have consented to receive such information, We may use your details to provide you with, or permit selected third parties to provide you with, information about goods, services and offers that We feel may interest you.
For details on how to change your consent to receive these emails, refer to the Your Rights and Choices section of this policy.
The other type of emails we may send to you is regarding interaction with RPAIR staff and may result in our requesting more information from you about certain matters, or providing you with an update on your account etc.
In the case of transactional emails, this is necessary in order to be able to fulfil our obligations under the contract between us.
Transactional emails (and emails responding to queries or requesting information) are also necessary for our legitimate interests (including to manage our relationship with you and to resolve queries and disputes).
Customers and Partners who registered to use our Website and Services will be asked if they want to opt-in to receive marketing emails and so we will only send marketing emails to these customers if they have consented to receive them.
As disclosed above, Partners who respond to a request for a Quote will also be given access to the telephone number a Customer provided so that they can contact the Customer to discuss their requirements and their quotation. Likewise, Customers are able to access Partners telephone numbers in order to call them and enquire about the quotes they have received.
Please see the section below on how Customers can manage your telephone communication with Partners.
Customers may also be called in connection to other services they actively purchase from RPAIR. These calls will be for functional purposes related to those purchases, such as liaising with the Customer on their breakdown, or service plan booking.
RPAIR staff may also use both the Partners and/or Customer telephone numbers to transfer calls to either party, to assist us in our analysis of completed bookings, to make enquiries on behalf of Customers to Partners and to assist us in any dispute investigations We may conduct. Additionally, We will use Partners telephone numbers to conduct account management calls, sales calls, and other calls to Partners on behalf of RPAIR or our partners.
RPAIR may monitor, record, transcribe, store and use communication between Customers and Partners and their communications with Us. We will only use this information for the following:
If you register as a Partners with Us you are acknowledging and accepting the following:
In some cases this is necessary in order to fulfil our obligations under our contract with you.
In other cases, this is necessary for our legitimate interests (including managing our relationship with Customers and Partners, enforcing our contractual rights and resolving disputes, keeping records, studying how customers use our Website and Services, improving our Website and Services and growing our business).
In some cases, this may also be necessary to ensure compliance without legal obligation.
If you are a Customer and post Feedback, the content of the Feedback will be published on our Website. Partners will also have the right to post replies to any Feedback posted and the content will be published on our Website. All Feedback will be posted at the discretion of RPAIR in accordance with our Feedback policy.
If you register with Us We may use your information to contact you for feedback on your use or our products, services or the Website.
This is necessary for our legitimate interests (including studying how our customers use our Website and Services, monitoring customer performance in the case of Partners and customer satisfaction in the case of Customers and developing and improving our Website and Services).
If you are a Customer, We will publish the details of any Listing you create on the Website. As a Partners you should not include any contact details for your business within your public profile on the Website, as this will be published at the discretion of RPAIR.
As a Partners you may be asked to provide supporting information in relation to your business and identity. We will only use this information in relation our internal approval process, and for any products, you are wishing to purchase from/or via our partners, such as insurance, tools and other relevant services. We may also use any additional information you provide us for any legal or regulatory obligations We may be under in connection to your business and the services We provide.
We may use any Quotes you provide Us or the Customer in a manner consistent with the Website’s Intellectual Property rights as outlined in the Terms & Conditions of the Website. This could include, but not limited to, analysis of such pricing on a repair/service category on a regional, national level, or by type of business that provided the Quotes.
In some cases, this is necessary in order to fulfil our obligations under our contract with you.
In other cases, this is necessary for our legitimate interests (including managing our relationship with you, enforcing our contractual rights and resolving disputes, keeping records, improving our Website and Services and growing our business).
In some cases, this may also be necessary to ensure compliance with our legal obligations.
We use your data to help administer your accounts, both as a Customer and as Partners.
As a Partner, We will use your information to inform you about Jobs that have been posted on our Website by Customers and if you post a Quote for a Job this will be shared with the Customer concerned.
We will also use information concerning the Quotes you have submitted and your use of the Website for billing purposes and to ensure that you are complying with your obligations under our Terms and Conditions.
As a Customer, we will use your information to process payments for additional services you may purchase from RPAIR or our partners that use RPAIR systems to provide you with services you have purchased.
As a Customer, your email and phone number may be used in conjunction with Partners, and other information to identify jobs that may have been completed. In addition, your watch and jewellery details may be shared with our Third Party partners to help us identify parts that may have been used in any repair or service for billing purposes.
This is necessary in order to fulfil our obligations under our contract with you.
This is also necessary for our legitimate interests (including managing our relationship with you, enforcing our contractual rights and resolving disputes and keeping records).
This is necessary for our legitimate interests (including studying how customers use our Website and Services, improving our Website and Services and growing our business).
We may use and analyse the information We collect so that We can administer, support, improve, optimise and develop the Website and the products and services We offer.
This information could be related to your activity on the Website, types of work listed, quotes, regional data, watch/ jewellery make/model data and other patterns that are collected from both Jobs being posted by Customers and Quotes provided by Partners.
We may use your data to investigate, resolve and transfer complaints between parties.
We may receive requests from official government/local government bodies and law enforcement authorities and to help Us identify and fix issues with our systems.
This is necessary for our legitimate interests (including resolving complaints and disputes, maintaining and improving our systems).
In some cases this may be necessary to comply with legal obligations which we are subject to.
PLEASE NOTE: This policy is not intended to place any limits on what We do with data that is aggregated and de-identified, so it is no longer associated with an identifiable Customer or Partners.
PLEASE NOTE: As we indicate above, some processing of your personal data may be necessary to fulfil our contractual obligations to you. This includes processing your information to provide Services to you. If you do not provide this information, we may not be able to fulfil our contractual obligations to you.
Our employees who need to have access to your personal data will have access to it in order to provide Services to you and for the purposes detailed above. We will also share your information with other users of the Website and Services in the ways described in Section 3 (How We Use Your Information). We may also share your information with other third parties in the ways described below.
If you have consented to receiving marketing information from selected third parties, We may share your information with third parties so that they can provide you with information about the products and services they offer.
We may allow third-party providers and contractors who supply services to Us or who process information on our behalf (for example our payment provider and website hosts and third parties who help us to develop and support our Website) access to your information limited to the extent that it is necessary for them to perform their services.
We will make sure we have a contract in place with all such suppliers which satisfies the requirements of data protection laws. In particular, we will ensure that they keep your information secure and do not use it for their own purposes, unless you grant them permission to do so.
We may share your information with another organisation which buys our business or our assets or to whom We transfer our agreement with you and in the course of any negotiations which may or may not lead to such a transfer or sale.
We will disclose your information if We are required to by law. We may disclose your information to enforcement authorities if they ask us to, or to a third party in the context of actual or threatened legal proceedings, provided We can do so without breaching data protection laws.
If you are a Partner registered with Us and you have expressed your interest joining one of the various networks that We are deploying, then your contact information may be passed to the suitable network partner to help onboard you to that network.
As a Customer, your watch or jewellery details may be shared with our partners in order to.
If you have visited the Website as a result of a referral link or integration with a third-party site with which We hold a commercial relationship, such as another retailer website or price comparison platform, We may share selected elements of your information with that party, such as your watch or jewellery item details, during the process of regular reporting and verification of our commercial relationships with them. We will only share this information to the extent that it is required to confirm that relationship and only with the partners with which a relationship has been tracked by our system.
Partners may choose to take advantage of commercial partnerships We hold with suppliers of watch parts or other materials, or businesses of a similar nature, to procure supplies for the completion of the servicing or repair of your item. We may share selected elements of your information with those partners, such as your watch serial number, during the process of regular reporting and verification of our commercial relationships with those partners. We will only share this information to the extent that it is required to confirm that relationship and transaction.
To protect and defend the rights, property, or safety of RPAIR or third parties, including enforcing contracts or policies, or in connection with investigating and preventing fraud.
PLEASE NOTEM: In registering as a Partners, you agree to the Website's Terms and Conditions and Code of Conduct. In line with this, RPAIR may disclose your contact details to Customers (if requested by the Customer) in the event disputes arise between you and the Customer.
PLEASE NOTEM: We may disclose or use aggregated and de-identified information for any purpose. For example, we may share aggregated and de-identified information with our partners or others for business or research purposes like telling prospective Partners the number of Jobs available in a certain area, or partnering with a publisher to detail cost of servicing by make and model of watch or jewellery item to its readers.
RPAIR uses cookies and similar technologies to provide and support the Website and services.
Cookies are small text files which are transferred from the Website and stored on your computer's hard drive. They enable the Website and analytical software to assign stateful information to visitors at an individual level. Please refer to our Cookies Policy for details of the Cookies use on the Website.
By registering to use the Website you are consenting to us using cookies in the ways described in our Cookies policy.
You may be able to configure your browser to restrict cookies or block all cookies if you wish. However, if you disable cookies you may find this adversely affects your ability to use certain parts of this Website.
We are responsible for all use We make of the information you provide to Us and for ensuring that We only use and disclose your information in accordance with the terms of this Privacy Policy and applicable laws.
If you are a Customer and request Partners to provide Quotes or undertake work for you, you understand and agree that those Partners (and not RPAIR) are solely responsible for their use of your information.
Whilst We ask all Partners to act responsibly and to comply with all applicable data protection and privacy laws We cannot accept any responsibility for their use of your information.
If you are a Customer and have questions or concerns about any Partners use of your information, please raise the matter with the Partners in question in the first instance.
Similarly, if you are a Customer or a Partner and you enter into a separate contract or arrangement with one of our partner organisations or another third party (e.g. to buy products or services directly from them) then you understand that they will be solely responsible for their use of your information in the context of or as a result of that contract or relationship. If you have any questions about how they will use your personal data, please raise them with the partner organisation or third party in the first instance or review their privacy policy or notices.
If you would like to then raise your concern to RPAIR please contact Us at contact@rpair.co.uk.
We have to hold certain personal data about you, e.g. email addresses and telephone numbers, etc. However, we provide you with certain choices about how your personal data can be used.
We will also operate in accordance with data protection laws in maintaining, protecting, and using your personal data and we will respect your rights under data protection laws.
We give you the following choices when you use our Website and Services:
Customers' choices about use of the telephone number: If you are a Customer and wish to remove your telephone number from the system, you can email Us at contact@rpair.co.uk and We can remove your active number from our system records. We may ask you for supporting evidence of your identity, before We remove the telephone number from our main system.
Note: This may make it difficult for Partners to quote correctly on your job and they may request your telephone number via our messaging/chat systems.
If you put contact details into any message you send the Partners We may not be able to prevent the Partners from holding your details in their own records.
Any personal information you supply in our messaging/chat system you do at your own risk.
Under data protection legislation you also have certain rights regarding your personal data. In particular, you have the right to:
For more information on what rights you have please see the Information Commissioners website at http://www.ico.gov.uk.
In order to exercise any of these rights, you can submit a request to us via email at contact@rpair.co.uk. We might ask you to submit supporting evidence of your identity before We comply with any request.
Please consult the ICO website at http://www.ico.gov.uk. For further information concerning your rights, and under what conditions WCFMC may refuse certain requests.
We will keep your information secure by taking appropriate technical and organisational measures against its unauthorised or unlawful processing and against its accidental loss, destruction or damage.
We will retain your information for as long as We need it for the purposes set out in this policy, or as otherwise required by law. This means that personal data will be destroyed or erased from our systems when it is no longer required.
For more information on how long certain types of data is likely to the kept before being destroyed please contact our Data Protection Manager.
We will from time to time update and make changes to this policy. We recommend that you revisit this privacy policy frequently, and ideally each time you visit the Website.
If you continue to use our services after those changes are in effect, you agree to the revised policy.
If you follow a link from any part of the Website to another site, this policy will no longer apply. We are not responsible for the information handling practices of third party sites and We encourage you to read the privacy policies appearing on those sites.
We will not transfer your personal data outside the EEA unless such transfer is compliant with data protection laws. This means that we cannot transfer any of your personal data outside the EEA unless:
We currently use a number of suppliers of IT services (including cloud-based services, hosting services and software development, support and maintenance services) who are based outside the EEA. All such suppliers have either entered into an agreement with us containing EU Commission approved data protection clauses, or they are signed up the EU/US Privacy Shield framework.
Feel free to contact Us if you have any questions about this policy or if you wish to exercise your information rights about any personal data you have shared with Us, or that we might hold.
For general enquiries, you can contact us by email at contact@rpair.co.uk.
If you wish to contact Us in regards to a complaint please email us at abbie@rpair.co.uk.
If you wish to contact Us in regard to exercising your information rights please contact us at contact@rpair.co.uk.
You can also write to Us at RPAIR LTD, 17 Park Side, Epping, CM16 6SS
If you have any issues with our processing of your personal data please contact us in the first instance and we will endeavour to resolve it for you.
However, if you wish to make a formal complaint, you can contact the Information Commissioner's Office on 0303 123 1113 or at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5A.