Privacy Policy
Virtual Neighbour Limited is committed to protecting Your privacy. This Privacy Policy sets out the basis on which we hold personal information about you in alignment with GDPR guidelines. It will explain what information we collect when you use our website at https://virtualneighbour.com/ and our services, how we use it, who we share it with, and your privacy options.
1. Introduction
This privacy policy covers Virtual Neighbour Limited (also referred to as “Virtual Neighbour”, “we”, “us”, or “our”). We are a private limited company, registered in England and Wales (registered number 06681591), whose registered office is at Suite 122, The Wenta Business Centre, Innova Park, Electric Avenue, Enfield EN3 7XU.
2. Personal Information We Collect
Personal Information relates to data that can identify you or makes you identifiable. We require that you supply information where you use Services provided through our website. We may collect the following information about you:
- • Your name, username, and business name.
- • Your business address, personal address, telephone number, email address, website, and social networking details.
- • Information provided during registration, or subscription for our services.
- • Any transactions you carry out on our site to complete your orders, including financial data such as your bank account, and payment card details.
- • Any marketing information regarding your preferences in receiving marketing from us and any third parties, and your communication preferences. With your permission, we may contact you about how we can help you find products or services.
- • Any other communication data acquired through correspondence via the telephone, or in writing.
3. IP (Internet Protocol) Address
On visiting our website, we may collect information about your computer which can include your browser type and operating system, and the pages you visited. This data will help us understand your browsing habits and the ease at which you find what you need.
4. Use of Cookies
What are Cookies? Cookies are small files of coded data that websites send, and store on your computers and mobile devices. When you visit our website, we use cookies to monitor how you use it to help us improve its features, functionality, and security for a better personalised user experience.
We use session cookies which expire when you close your browser, and persistent cookies that stay on your computer until you delete them. We may automatically collect information from your computer when you visit our site using cookies. This data may include your IP address, technical information about your device (e.g., the type of browser software, device information, operating system), website activity, and the page you visited prior to visiting our site.
We use cookies for the below main purposes:
Analytics – helps us to improve the user experience by collecting information on how they use the site.
Tracking – we may use third party cookies to monitor your behaviour on our site by collecting data such as pages visited, browser details, and IP address. These cookies do not track your navigation or give us information about you.
First and third-party cookies
First-party cookies are cookies Virtual Neighbour Limited may set and access on your computer, while third-party cookies are placed on your device by another party providing us a service. Third-party cookies may help us understand how the service is being used.
Reject Cookies
You can refuse to accept cookies, or enable, disable, or delete them by modifying your browser settings – visit https://www.aboutcookies.org.uk for help on how to make these changes. However, this may reduce the speed at which you access some information. Please also be aware that by blocking session cookies you may have limited access to certain parts of our site.
5. Information Security
We are committed to keeping your information secure and have taken the necessary security measures to protect your information from unauthorised access, disclosure, loss, theft, copying or modification. Our website uses Secure Socket Layer (SSL) to encrypt your information. If you have been given a password to access parts of our website, it is your responsibility to keep it confidential.
All our employees are subject to confidentiality obligations and may be disciplined or terminated if they fail to meet these terms.
If you provide us with credit card details, our third party payment processor will encrypt the information and store it securely.
Despite the measures outlined above, no method of information transmission over the Internet or electronic storage is 100% secure or error-free. Unfortunately, we cannot guarantee absolute security of your information transmitted to our site.
6. Use of Information
We may use your personal information for the following purposes:
• Provide you with our services including customer support, order fulfilment, and meet our contractual obligations to you.
• Promotion of your business and its goods and/or services.
• Improve and enhance our products or services, features, and functionality.
• Interact with you for the purpose of market research.
• Process a transaction between you and us.
• Provide you with information relating to our services such as special offers, new services or products, or other information that we think may interest you.
• Identify and verify individuals.
• Notify you of changes to our services.
• Contact you by phone, email, post, or other electronic means for any of the above purposes.
• Legal obligations e.g., law enforcement, court order.
7. Legal Basis for Processing Your Information
Data protection laws require that we have a lawful basis to collect and use your personal data. Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are:
(a) Your consent. For the purpose of keeping you up-to-date about our services, or conducting market research. You are able to remove your consent at any time. You can do this by contacting connect@virtualneighbour.com
(b) and (c) Performance of a contract and to comply with legal obligations. This is necessary to set up your account, and fulfil contractual requirements between us, and comply with our legal duties including fraud prevention.
(f) We have a legitimate interest. Further improve our website to enhance the user experience, and respond to enquiries and complaints received in the course of delivering our services.
8. Disclosure of Information
We may need to disclose your personal information to third parties where this is required by law, where this is necessary for the performance of a service we provide to you or if you violate our Terms & Conditions. Third parties may include:
- • Research organisations
- • Marketing
- • Advertisers
- • Employment and recruitment agencies
- • Technical support
- • Payment card processing
- • Credit reference agencies
- • Debt collection agencies
9. Information Retention
We will only retain your information for as long as it is necessary to fulfil the purpose for which it was collected, and as permitted or required by law. We will periodically assess the information collected by us on you to determine whether we should continue to hold it. If we find that there is no longer any need to keep your information, we will remove it from our records.
10. Children’s Privacy
This service is not directed at children. We do not knowingly collect personal information from children under 18. You must be at least 18 years old to use our services. If you are under the applicable age, you will need a parent or legal guardian’s account and their involvement to use our services. If you believe that a child has provided personal information to us without parental or legal guardian’s consent, please contact us to ask us to delete such information.
11. Your Rights
Under data protection law, you have rights including:
Right to be informed – You have the right to ask us about the collection and use of your information including what information we hold about you and if we are processing any of it.
Right of access – You have the right to ask us for copies of your personal information.
Right to rectification – You have the right to ask us to correct personal information you think is inaccurate, or ask us to complete information you think is incomplete.
Right to erasure – This is also known as ‘right to be forgotten’, and gives you the right to ask us to erase your personal information in certain circumstances. We may, under certain circumstances, recommend excluding you from future communications.
Right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances e.g., inaccuracy or legitimacy. We can still store your personal data but may no longer use it.
Right to object to processing – You have the the right to object to the processing of your personal information for our legitimate interests.
Right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you in machine-readable format, in certain circumstances.
Right to withdraw consent to processing – You have the right to withdraw your consent at any time if you have previously given us consent to use your personal information.
Right to make a complaint to the data protection authorities – You have the right to make a complaint to the Information Commissioner’s Office (ICO) if you are not satisfied with the way we have managed your personal information.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
If you would like to exercise your data protection rights, you may contact us via our contact form. We may ask you to provide proof of your identity and address (i.e., a copy of your driving licence or passport, and a recent utility). This will ensure that any information we disclose is only provided to the authorised party.
12. Links to Third Party Websites
Our website includes hyperlinks to third party websites. This Privacy Policy does not apply to any personal information on those websites. For information about the personal information practices of those third party websites, please visit their websites to read their privacy practices.
13. Changes to Our Privacy Policy
By using our services, you accept this Privacy Policy, which is part of our Terms of Service. Virtual Neighbour may update this Privacy Policy in the future to reflect changes to data protection regulations, which will be posted at https://virtualneighbour.com/privacy. We encourage you to periodically check this Privacy Policy to be informed of how we are protecting your information.
14. Contact
If you have any comments, questions, or concerns regarding this Privacy Policy, or would like to register a complaint, or you are not satisfied with the way we have managed your personal information, please contact us via our contact form.
If you are not satisfied with our response to your enquiry or complaint, or believe that we did not adhere to the data protection law in processing your personal information, you can contact the Information Commissioner’s Office (ICO) by:
- • calling: 0303 123 1113; or
- • visiting the ICO’s website at: ico.org.uk.
- • writing to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF;
February 2025