Privacy Policy

1. Who we are

TLC Tech Ltd is a technology support company based in Ryde on the Isle of Wight, United Kingdom.

For the purposes of data protection law, TLC Tech Ltd is the data controller for the personal information described in this Privacy Policy.

You can contact us using the details below:

• Email: [email protected]
• Admin email: [email protected]
• Phone: 01983 654627
• Location: Ryde, Isle of Wight, United Kingdom

2. What personal information we may collect

Depending on how you contact us and the services you use, we may collect and use the following types of personal information:

• Your name and contact details, such as email address, phone number and address.
• Information you provide when making an enquiry or booking support.
• Details about the technology issue you need help with.
• Business contact details where we support a business customer.
• Appointment, support and customer communication records.
• Invoice, payment and accounting information.
• Technical details needed to provide support, such as device, email, Microsoft 365, domain, website or network information.
• Information contained in emails, messages, documents or screenshots you choose to send us.
• Website usage information, such as pages visited and basic analytics information, where analytics tools are used.
• Review or feedback information if you choose to provide it.

3. How we collect personal information

We may collect personal information when you:

• Contact us by phone, email, online booking, website link or other message.
• Book an appointment using Microsoft Bookings.
• Ask us to provide home technology support or business IT support.
• Send us screenshots, documents, device details or technical information.
• Become a customer and receive invoices or support records.
• Leave a review or provide feedback.
• Use our website.

4. Why we use personal information

We may use personal information for the following purposes:

• To respond to enquiries and provide customer support.
• To arrange appointments and manage bookings.
• To diagnose and resolve technology problems.
• To provide home technology support and small business IT support.
• To manage customer accounts, invoices, payments and accounting records.
• To communicate with customers about work, quotes, appointments or services.
• To manage Microsoft 365, email, domains, websites, devices, security tools or other technology services where requested.
• To keep records of work completed and support provided.
• To improve our website, services and customer experience.
• To protect our business, systems, customers and website from misuse, fraud or security issues.
• To comply with legal, tax and accounting obligations.

5. Lawful bases for using personal information

Data protection law requires us to have a lawful basis for using personal information. Depending on the situation, we may rely on:

• Contract: where we need to use information to provide services you have requested or to take steps before providing those services.
• Legal obligation: where we need to keep or use information to comply with legal, tax or accounting requirements.
• Legitimate interests: where it is necessary to run, manage, protect and improve our business, respond to enquiries, provide support and keep appropriate records.
• Consent: where we ask for permission for a specific use, such as certain marketing, optional cookies or publishing a testimonial where consent is needed.

6. Technical support and access to systems

When providing technology support, we may occasionally need access to devices, accounts, systems, websites, email services, Microsoft 365 tenants, networks or other technical information.

We only ask for the access needed to provide the agreed support. Where possible, we recommend safe access methods and avoid storing passwords unless there is a clear support reason and the customer has agreed.

Customers are responsible for making sure they are authorised to provide access to any systems, accounts or business information they ask us to support.

7. Who we may share information with

We do not sell personal information. We may share information where needed with trusted providers or organisations that help us provide services and run the business.

This may include:

• Microsoft services, including Microsoft 365 and Microsoft Bookings.
• Accounting and invoicing services, such as FreeAgent.
• Website hosting, WordPress, Elementor and website maintenance providers.
• Email, domain, DNS, security, backup or remote support providers.
• Payment providers, banks and financial services.
• Professional advisers, such as accountants or legal advisers where needed.
• Regulators, tax authorities or law enforcement where legally required.
• Suppliers or distributors where needed to provide a product or service requested by the customer.

8. International transfers

Some of the services we use may process or store information outside the United Kingdom. Where this happens, we expect those providers to use appropriate safeguards for international transfers in line with applicable data protection requirements.

9. How long we keep personal information

We keep personal information only for as long as needed for the purpose it was collected, including providing support, managing customer relationships, keeping business records and meeting legal or accounting requirements.

As a general guide:

• General enquiries may be kept for a reasonable period so we can follow up and maintain service records.
• Customer support records may be kept while you remain a customer and for a reasonable period afterwards.
• Invoice and accounting records may be kept for the period required for tax, accounting and business record purposes.
• Technical access details should only be kept for as long as needed to provide the agreed support.
• Marketing or testimonial permissions may be kept until withdrawn or no longer needed.

10. How we protect personal information

We take reasonable steps to protect personal information from loss, misuse, unauthorised access or disclosure. This may include using secure accounts, access controls, password protection, multi-factor authentication, reputable service providers and appropriate security tools.

No system can be guaranteed to be completely secure, but we aim to use practical and proportionate safeguards appropriate for a small technology support business.

11. Your data protection rights

Depending on the circumstances, you may have rights under data protection law, including the right to:

• Ask for access to your personal information.
• Ask us to correct inaccurate or incomplete information.
• Ask us to delete your personal information in certain circumstances.
• Ask us to restrict how we use your personal information in certain circumstances.
• Object to certain uses of your personal information.
• Ask for information to be transferred where the right to data portability applies.
• Withdraw consent where we rely on consent.

To exercise any of these rights, please contact us at [email protected].

12. Marketing and reviews

We may contact existing customers about relevant services where appropriate, but we do not aim to send unwanted marketing.

If you leave a review, provide a testimonial or give feedback, we may use it to help promote TLC Tech, but we will be careful not to publish personal details beyond what is appropriate.

You can ask us to stop using your information for marketing purposes at any time.

13. Cookies and website information

Our website may use cookies or similar technologies to make the site work, improve performance, understand website usage or connect to third-party services.

More information is available in our Cookie Policy.

14. Links to other websites

Our website may link to external websites, such as Microsoft Bookings, Google reviews or other third-party services. We are not responsible for the privacy practices of those external websites.

You should review the privacy information provided by any external website or service you choose to use.

15. Complaints

If you have concerns about how we use your personal information, please contact us first so we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be published on this website.