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Privacy Policy

1. About this Privacy Policy 

At Viewber Limited (“Viewber”, “we”, “our” or “us”), we are committed to protecting your privacy and handling your personal information fairly, lawfully and transparently.

This Privacy Policy explains how we collect, use, share, store and protect personal information when you:

  • visit or use our website;
  • contact us with an enquiry;
  • request information about our services;
  • purchase or receive services from us;
  • communicate with us by telephone, email, live chat or other means;
  • subscribe to marketing communications; or
  • otherwise interact with us in connection with our business.

This Privacy Policy does not apply where a separate privacy notice has been provided, including our Privacy Notice for Viewber Members (self-employed contractors) and our Employee Privacy Notice.

2. Who We Are 

Viewber Limited is the controller of the personal information covered by this Privacy Policy.

Viewber Limited
Company Number: 10069752

Registered Office: Viewber Ltd, Ham Hill, Sydmonton, Newbury, Berkshire, RG20 9AB

Email: GDPR@viewber.co.uk

As the data controller, we are responsible for deciding how and why your personal information is processed.

3. Personal Information We Collect 

The personal information we collect depends on how you interact with us and the services you use. This may include:

Identity Information

  • Name
  • Title
  • Company name
  • Job title

Contact Information

  • Postal address
  • Email address
  • Telephone number

Account Information

Where applicable:

  • Username
  • Account preferences
  • Login information
  • Communication preferences

Booking and Service Information

Including:

  • Property details
  • Appointment information
  • Booking history
  • Service requests
  • Feedback
  • Complaint information
  • Communications relating to appointments

Financial Information

Where applicable:

  • Billing address
  • Invoice details
  • Payment history

We do not store full payment card details – these are stored on third party software “Stripe”.

Communications

Information contained within:

  • emails;
  • telephone calls;
  • live chat;
  • appointment chat;
  • WhatsApp and SMS messages;
  • online forms;
  • surveys;
  • complaints;
  • customer feedback;
  • correspondence with our teams.

Telephone calls may be recorded for training and quality purposes.

Technical Information

Including:

  • IP address;
  • browser type;
  • operating system;
  • device identifiers;
  • website usage;
  • cookies and similar technologies.

Marketing Information

  • marketing preferences;
  • records of consent;
  • communication history.

4. How We Collect Personal Information 

We collect personal information:

  • directly from you;
  • when you use our website;
  • when you contact us;
  • when you request information;
  • when you place a booking;
  • when you complete online forms;
  • through cookies and similar technologies;
  • from our clients where necessary to deliver services;
  • from trusted third parties where legally permitted;
  • from publicly available sources where appropriate.

5. How We Use Personal Information 

We use personal information to:

  • provide and manage our services;
  • arrange and administer appointments;
  • communicate with you;
  • respond to enquiries;
  • process payments and invoices;
  • investigate complaints;
  • provide customer support;
  • monitor and improve service quality;
  • administer our website;
  • maintain the security of our systems;
  • comply with legal and regulatory obligations;
  • establish, exercise or defend legal claims;
  • manage and improve our business.

Where you have given your consent, we may also send you marketing communications about our products and services.

6. Our Lawful Bases for Processing 

We process personal information only where we have a lawful basis to do so.

Depending on the circumstances, this may include:

  • performance of a contract;
  • taking steps before entering into a contract;
  • compliance with a legal obligation;
  • our legitimate interests, provided these are not overridden by your rights and freedoms;
  • your consent.

Our legitimate interests include:

  • operating and improving our business;
  • providing our services efficiently;
  • customer relationship management;
  • business to business marketing;
  • quality assurance;
  • complaint investigation;
  • fraud prevention;
  • business security;
  • protecting our legal rights;
  • business continuity and governance.

7. Automated Processing and Artificial Intelligence 

We use technology, automation and, where appropriate, artificial intelligence to support aspects of our business, including appointment management, workflow automation, customer service, reporting, quality assurance and operational efficiency.

These technologies are designed to assist our employees and improve our services. They do not replace appropriate human oversight.

We do not make decisions based solely on automated processing that produce legal or similarly significant effects on individuals without implementing appropriate safeguards as required by law.

8. Sharing Personal Information 

We only share personal information where necessary and where we have a lawful basis for doing so.

Depending on the circumstances, we may share information with:

  • our employees;
  • our clients where necessary to provide services;
  • service providers supporting our business operations;
  • payment service providers;
  • IT, software, telecommunications and cloud hosting providers;
  • professional advisers, including legal, accounting and audit advisers;
  • insurers;
  • regulators and government authorities;
  • law enforcement agencies;
  • courts and tribunals;
  • prospective purchasers, investors or advisers in connection with the sale, acquisition or restructuring of our business;
  • other organisations where required or permitted by law.

All organisations processing personal information on our behalf are required to implement appropriate security measures and process personal information only in accordance with our instructions.

9. International Transfers 

Some of our service providers and business partners may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will do so in accordance with applicable UK data protection legislation. Where required, we will take reasonable steps to ensure that appropriate safeguards are in place to protect your personal information.

If you would like further information about the safeguards we rely upon when transferring personal information internationally, please contact us at GDPR@viewber.co.uk.

10. Keeping Personal Information Secure 

We take the security of personal information seriously and have implemented appropriate technical and organisational measures to protect it from accidental loss, unauthorised access, alteration, disclosure or destruction.

These measures include:

  • access controls;
  • authentication measures;
  • encryption where appropriate;
  • staff training;
  • security monitoring;
  • contractual obligations placed upon service providers.

Although we take appropriate steps to protect personal information, no method of transmission over the internet or electronic storage can be guaranteed to be completely secure.

11. How Long We Keep Personal Information 

We retain personal information only for as long as is necessary to fulfil the purposes for which it was collected, including to provide our services, comply with legal, regulatory, tax, accounting and reporting obligations, resolve disputes, establish, exercise or defend legal claims, and protect our legitimate business interests.

The length of time we retain personal information depends on a number of factors, including:

  • the nature, sensitivity and volume of the personal information;
  • the purpose for which it was collected and how it is used;
  • any legal, regulatory or contractual requirements;
  • applicable limitation periods for legal claims; and
  • our legitimate business needs.

Where personal information is no longer required, we will take reasonable steps to securely delete, anonymise or otherwise dispose of it in accordance with our data retention procedures.

By way of example:

Financial and accounting records are generally retained for at least seven years to comply with legal and tax obligations.

Information relating to complaints, disputes or legal matters may be retained for longer where this is necessary to establish, exercise or defend legal claims, comply with legal obligations or meet insurance requirements.

If you would like further information about how long we retain a particular category of personal information, please contact us at GDPR@viewber.co.uk.

12. Your Data Protection Rights 

Under UK data protection legislation, you have a number of rights in relation to your personal information. Depending on the circumstances, these include the right to:

  • request access to your personal information;
  • request correction of inaccurate or incomplete personal information;
  • request the erasure of your personal information;
  • object to the processing of your personal information;
  • request that we restrict the processing of your personal information;
  • request the transfer of your personal information to another organisation or directly to you, where applicable;
  • withdraw your consent at any time where we rely on your consent as the lawful basis for processing; and
  • complain about how we collect, use or otherwise process your personal information.

Further information about your rights is available on the Information Commissioner’s Office (ICO) website at www.ico.org.uk.

If you wish to exercise any of the rights set out above, please contact us by emailing GDPR@viewber.co.uk.

You will not usually have to pay a fee to exercise your rights. However, we may charge a reasonable fee or refuse to comply with your request where it is manifestly unfounded or excessive, particularly where requests are repetitive, as permitted by applicable data protection legislation.

To protect your personal information, we may ask you to provide information to verify your identity before responding to your request. This is a security measure to ensure that personal information is not disclosed to anyone who is not entitled to receive it. We may also contact you to request further information to help us locate the information you have requested or to clarify your request.

We aim to respond to all legitimate requests within one month of receiving them. If your request is particularly complex or you have made multiple requests, we may extend this period where permitted by law. If we do so, we will let you know within one month of receiving your request and explain the reason for the extension.

If you are unhappy with the way we have handled your personal information or responded to your request, we encourage you to contact us first so that we have the opportunity to resolve your concerns.

You also have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK’s independent supervisory authority for data protection matters. Details of how to make a complaint can be found at www.ico.org.uk.

13. Marketing Communications 

Where you have chosen to receive marketing communications from us, you may withdraw your consent or update your preferences at any time by:

  • clicking the unsubscribe link contained in our marketing emails; or
  • contacting us using the details in this Privacy Policy.

Please note that we may continue to send service-related communications where these are necessary to administer your account or fulfil our contractual obligations.

14. Cookies 

Our website uses cookies and similar technologies to ensure the website functions correctly, improve your browsing experience, understand how our website is used and support the delivery of our online services.

Further information is available in our Cookie Policy.

15. Third-Party Websites 

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites. We encourage you to read the privacy policies of any third-party websites you visit.

16. Changes to this Privacy Policy 

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or the way we process personal information.

The latest version will always be available on our website.

17. Questions, Requests and Complaints 

If you have any questions about this Privacy Policy, how we process your personal information, or if you wish to exercise your data protection rights, please contact us: GDPR@viewber.co.uk

We take concerns about privacy seriously and will investigate any queries or complaints promptly and fairly.

If you are dissatisfied with how we have handled your personal information or responded to your request, we encourage you to contact us first so that we have the opportunity to address your concerns.

You also have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK’s independent supervisory authority for data protection matters.

Information about how to contact the ICO or make a complaint is available at www.ico.org.uk or by calling 0303 123 1113.