Privacy Policy

The data controller for personal information collected through this website is Mr Matthew Whitehair, trading as Lifeline Mobile & Care Solutions, a sole trader business operating from 14 Edgehill Road, Bournemouth, Dorset, BH9 2PQ, England. We are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We collect the following categories of personal data:

• Identity data: First name, last name.
• Contact data: Email address, telephone number, delivery/billing address.
• Transaction data: Order reference, products purchased, payment method used. We do not store card numbers — these are handled exclusively by our payment processor.
• Direct Debit data: If you pay by Bacs Direct Debit, we hold your account-holder name, sort code, the last four digits of your account number, mandate reference and status, collection schedule, payment events and failed-payment information. We never receive or store your full account number — bank details are entered securely on Stripe's form.
• Technical data: IP address, browser type and version, time zone, browser plug-in types and versions, operating system, and platform.
• Usage data: Information about how you use our website, products, and services.
• Communications data: Any messages, enquiries, or complaints you send to us via email, phone, or our contact form, including recordings of telephone calls to our customer service line (see Section 11).

We do not knowingly collect Special Category data (e.g. health conditions, or information from which a health condition or vulnerability can be inferred). If you tell us about a health condition or vulnerability during a call so we can support you, we will process only what is necessary to help, on the basis of your explicit consent (Article 9(2)(a) UK GDPR) or, where applicable, to protect your vital interests (Article 9(2)(c)). We restrict access, keep it separate from marketing data, and delete it when no longer needed.

• Direct interactions: When you place an order, complete a contact form, call us, or email us.
• Automated technologies: When you browse our website, we may automatically collect technical data via cookies and similar technologies.
• Third parties: Payment processors (Stripe, PayPal) may share transaction confirmation data with us.

We process your personal data for the following purposes and on the following legal bases under UK GDPR:

All card payments are processed by Stripe, a PCI DSS Level 1 certified payment processor. PayPal payments are processed by PayPal (Europe) S.à r.l. et Cie, S.C.A. Bacs Direct Debit payments are also collected via Stripe, which acts as our payment processor and holds the full Direct Debit mandate and bank details on our behalf. We never receive, see, store, or have access to your full card number, CVV, PIN, or full bank account number — we hold only the masked details described in Section 2.

All data transmitted between your browser and our website is encrypted using 256-bit TLS/SSL encryption. We use industry-standard security measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction.

We do not sell, rent, or trade your personal data to third parties. We share data only where necessary to provide our services:

• Stripe & PayPal — to process payments securely.
• Royal Mail — to deliver your order (name and address only).
• Website hosting provider — to operate our website infrastructure.
• Legal or regulatory authorities — where required by law (e.g. HMRC, police).

All third-party processors are required to handle your data securely and in compliance with UK GDPR.

We retain your personal data only for as long as necessary:

• Order and transaction records: 6 years (UK tax and accounting obligations).
• Customer service communications: 2 years.
• Direct Debit mandate records: For the life of the mandate plus 6 years (tax and accounting obligations).
• Telephone call recordings: Up to 6 months from the date of the call, unless needed for a complaint, dispute, or legal obligation, in which case retained until that matter is resolved.
• Marketing consent records: Until you withdraw consent or 3 years of inactivity, whichever comes first.
• Technical/website logs: Up to 12 months.

After the applicable retention period, your data will be securely deleted or anonymised.

Our website uses cookies to provide core functionality (such as maintaining your shopping cart) and to understand how visitors use the site. We use:

• Essential cookies: Required for the website to function (e.g. cart session). Cannot be disabled.
• Analytics cookies: Used to understand site usage patterns. Only set with your consent.

You can control cookies via your browser settings. Disabling non-essential cookies will not affect your ability to shop with us.

You have the following rights regarding your personal data:

• Right of access: Request a copy of the data we hold about you (Subject Access Request).
• Right to rectification: Ask us to correct inaccurate or incomplete data.
• Right to erasure: Ask us to delete your data (subject to legal obligations).
• Right to restriction: Ask us to temporarily stop processing your data.
• Right to data portability: Receive your data in a structured, machine-readable format.
• Right to object: Object to processing based on legitimate interests or for direct marketing.
• Right to withdraw consent: Where processing is based on consent, withdraw it at any time without affecting prior processing.

To exercise any of these rights, contact us at hello@lifelinemobilesolutions.co.uk. We will respond within 30 days. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

We will only send you marketing emails or SMS messages if you have explicitly given us consent to do so. You may withdraw consent at any time by clicking "unsubscribe" in any marketing email or by contacting us at hello@lifelinemobilesolutions.co.uk. We will act on withdrawal requests within 10 working days.

We record telephone calls to our customer service line for training, quality monitoring, and security purposes, and to help resolve complaints and disputes. An opening message informs you that the call may be recorded before the conversation begins.

• Lawful basis: Legitimate interests (UK GDPR Article 6(1)(f)). We have assessed that recording is necessary to improve service quality and protect against fraud, and that it does not override your rights.
• Retention: Up to 6 months from the date of the call, unless needed for a complaint, dispute, or legal obligation, in which case retained until resolved.
• Access controls: Access to recordings is restricted to authorised staff and is held securely.
• Your rights: You may request access to, or deletion of, a recording of your call, subject to legal retention obligations. To do so, contact us at hello@lifelinemobilesolutions.co.uk.

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. We will post the updated policy on this page with a revised "Last updated" date. For significant changes, we will notify you by email where we hold your contact details.