Console Hospital Repair Services Privacy Notice

Console Hospital value the privacy of individuals who use our repair services. This Privacy Notice helps you understand what personal information we collect from you, how we use it, who we will share it with and what privacy rights you have. This Notice applies to information we collect from you in relation to the performance of device repair services ("Services") only.

Please remember that in addition to this Notice, your use of the Services is also subject to the Console Hospital Services Terms & Conditions. It is important that you read both this Notice and the Console Hospital Services Terms & Conditions. By confirming that you want us to provide the Services to you, you are agreeing to us collecting and using your personal information in accordance with this Notice.

If you do not wish for us to collect and use your personal information in accordance with this Notice, unfortunately, we are unable to perform the Services for you.

What information do we collect?

We collect personal information about you when you visit our drop-off point or if you communicate with us via phone, email, social media or via the contact form on the website.

If you want us to perform a repair on your device, we will ask that you provide:

Your full name
Your contact details (telephone number, address, email address)
Details about the device which you would like us to repair (this will include the IMEI or other unique serial number of the device together with its make and model and a note of what is wrong with it)
Your device passcode (this is so that we can test the functionally of your device both before and after we perform the repair. In accordance with the Console Hospital Services Terms & Conditions, if you prefer you can enter the passcode yourself, but this will mean that you need to remain in the store whilst the testing is performed both before and after the repair)
Bank account and/or payment details

When you contact us directly about the Services, by phone, email or social media we may collect additional information about you, such as the content of the message or any attachments you choose to provide to us.

How do we use your information?

We will only use your personal information for the following purposes, unless we have received your consent to use your information for a purpose outside of the performance of the Services:

To make our products and services available to you and provide the Services which you have requested;
To fulfil our obligations to you under the Console Hospital Guarantee;
To contact you, following your enquiry, reply to any questions or issues you have contacted us about;
To process your required Services and take payment;
To find and prevent fraud, to respond to trust and safety issues that may arise;
To comply with any applicable laws or judicial or governmental requirements and the Console Hospital Services Terms & Conditions;
Risk evaluation and management (including operational risk), debt recovery, fraud and payment default prevention and evidence management. We use your information for these purposes where necessary for pursuit of our legitimate interests (protecting our business from fraudulent activity and recovering sums due); and
Where your device is covered by an insurance policy or other protection plan and our repair is being performed in satisfaction of a successful claim you have made under that policy or plan to communicate with the insurer and/or protection plan provider to allow them to fulfil their obligations under your insurance policy and/or protection plan (for example, to ensure that the device we are asked to perform the Services on is the insured/protected device, to update the insurer/provider on the progress of your repair including its completion and to refer any complaints or issues which you raise to the insurer/provider).

We will only process your personal information where we have a valid "legal basis". These include:

Consent. You have consented to the use of your personal information, for example, where you provide us with your device passcode to allow us to access your device to perform tests pre and post repair and to perform the repair itself.
Performance of a contract. We need your personal information to provide you with the Services, for example to perform the repair and contact you to confirm when your device is ready for collection.
Compliance with a Legal Obligation. Where we have a legal obligation to use your personal information, for example to comply with tax and accounting obligations.
Overriding Legitimate Interests. Where we or a third party have a legitimate interest in using your personal information which overrides your interests and individual rights. In particular, we have a legitimate interest in using your personal information to respond to any comments or complaints you send us and otherwise to improve the safety, security, and performance of our Services. We only rely on our or a third party's legitimate interests to process your personal information when these interests are not overridden by your rights and interests.

Who do we share your personal information with?

We may share your personal information with colleagues within Console Hospital for the if required. Console Hospital are only permitted to use and/or share your personal information in accordance with this Notice.

As required by law and similar disclosures. We may disclose your personal information if we believe doing so is required or appropriate to:

comply with law enforcement requests or a legal or judicial process, for example, a court order or judgment;
to respond to requests which you make; or
to protect your, our, or others' rights, property, or safety.

International Data Transfers

During the provision of the Services, we may transfer Personal Information outside the European Economic Area and the UK to countries that have not been determined by the European Commission to provide an adequate level of protection, in particular the United States. In any such transfer to the United States, we will ensure that appropriate Standard Contractual Clauses are in place. To obtain a copy of the relevant transfer mechanism or additional information about transfers, please send us your request by using the contact information set out at the top of this Notice.

How long do we keep your personal information?

We keep your personal information for a period of six years after we have completed performance of the Services or for as long as you are a customer unless we are required by law to keep the information for a longer period.

Your privacy rights

You have the right to:

Request what personal information we maintain about you and request that we update and correct inaccuracies in your personal information;
Request for your personal information to be removed where we have no lawful basis for holding this information;
Restrict or object to the processing of your personal information, have your information anonymized or deleted, as appropriate, or exercise your right to data portability to easily transfer your personal information to another company;
Withdraw any consent you previously provided to us regarding the processing of your personal information. We will apply your preferences going forward and this will not affect the lawfulness of the processing before you withdrew your consent; and
Lodge a complaint with a supervisory authority, including in your country of residence, place of work or where an incident took place. You can make a complaint to your supervisory authority, however, we hope that you would consider raising any issue or complaint you have with us first.

You may exercise these rights by contacting us using the contact details set out at the beginning of this Notice. Please note that before providing any personal information to you or another person on your behalf, we may ask for proof of identity and sufficient additional information about the Services we have performed for you or our previous communications with you to enable us to locate your personal information and verify your identity.

Data Retention

We retain personal information you provide as needed to provide the Service. We may retain your personal information if retention is reasonably necessary to comply with our legal obligations, to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce this Notice or the Console Hospital Services Terms & Conditions. We may retain personal information for a limited period of time if requested by law enforcement. We may retain information for as long as is necessary to provide support-related reporting and trend analysis only, but we generally delete or de-personalise transaction-related data consistent with this Notice. Once personal information is anonymised, we may retain and use such information.

Where we process personal information in connection with performing the Services, we keep the data for 6 years from your last interaction with us.

Information Security

We have implemented safeguards designed to protect your personal information in accordance with industry standards.

We have measures in place to restrict access to personal information to those individuals who we know have a valid business purpose to have access to such data. We maintain physical, electronic and procedural safeguards. We follow generally accepted standards designed to protect the personal information submitted to us, both during transmission and once we receive it. We require those who provide services for us and to whom we provide personal information collected through the Services to keep such information secure and confidential. However, no method of transmission over the Internet or method of electronic storage is totally secure. Therefore, we cannot guarantee its absolute security.

Important Information

1. Minimum age

We do not knowingly collect personal information from anyone under the age of 16. You must be at least 16 years of age to use the Services.

2. Changes to this Notice

We may update this Notice from time to time. If we make any changes to this Notice that affect you as a current customer using our Services we will notify you by email or by means of a notice through the Service, so that you may review the changes before you continue to use the Service. Please review changes carefully.

3. Contact Us

For customer enquiries or for questions or comments regarding this Notice, please contact us by writing to us at info@consolehospital.co.uk.