1. Information we collect
Depending on how you interact with us, we may collect:
- identity and contact information, including your name, postal address, email address and telephone number;
- account information, login records and communication preferences;
- details about the items you intend to send or have sent, including descriptions, photographs, weights, test results, valuations, offer decisions and transaction records;
- payment information needed to make an agreed payment, such as bank-account or PayPal details;
- correspondence, enquiries, complaints and records of support provided to you; and
- technical information such as IP address, browser type, device information, security events and basic website logs.
2. How we obtain information
We usually receive information directly from you when you request a pack, create or use an account, send items, respond to an offer, contact us or use the website. We may also receive delivery and tracking information from postal or courier providers, payment confirmations from payment providers, and fraud-prevention or identity information where a proportionate check is necessary.
3. Why we use information and our lawful bases
- To provide the requested service and perform a contract: processing pack requests, receiving and identifying items, preparing valuations, recording your decision, returning items and making payment.
- To take steps at your request before a contract: answering enquiries, providing initial guidance and preparing a valuation or offer.
- To meet legal obligations: maintaining accounting and transaction records, responding to lawful requests, and meeting applicable consumer, tax, anti-fraud or regulatory duties.
- For legitimate interests: securing the website and accounts, preventing misuse and fraud, keeping appropriate business records, improving the service and handling legal claims. We consider the impact on your rights before relying on this basis.
- With consent: where the law requires consent, for example for certain optional marketing or non-essential cookies. You can withdraw consent at any time.
We do not sell personal information. If required information is not provided, we may be unable to send a pack, value or return items, make payment, administer an account or answer an enquiry.
4. Who we share information with
We share only what is reasonably necessary with service providers supporting our operations, which may include website hosting and IT support, email delivery, postal and courier services, payment providers, professional advisers, insurers, fraud-prevention services and public authorities where disclosure is required by law. Providers acting for us must handle information under appropriate contractual and security obligations.
5. International transfers
Some technology providers may process information outside the United Kingdom. Where this happens, we use a lawful transfer mechanism and appropriate safeguards, such as UK adequacy regulations or approved contractual protections. Contact us if you would like more information about safeguards relevant to your data.
6. How long we keep information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including providing the service, maintaining transaction and accounting records, resolving disputes, preventing fraud and meeting legal or regulatory requirements. Retention periods vary by record type. When information is no longer required, it is deleted, anonymised or securely destroyed.
7. Security
We use organisational and technical measures intended to protect personal information against accidental loss, unauthorised access, alteration or disclosure. Access is limited to people and providers who need the information for a legitimate purpose. No internet service is completely risk-free, so please use a strong, unique password and contact us promptly if you suspect unauthorised account activity.
8. Cookies and similar technology
The website may use cookies or local storage that are necessary for security, account sessions, forms and core website functions. Optional analytics or marketing technologies should be used only where configured and permitted by applicable law. Your browser can block or delete cookies, although essential features may then stop working correctly.
9. Your data-protection rights
Depending on the circumstances and lawful basis, you may have rights to request access to your information, correction, deletion, restriction, portability, and to object to processing. Where processing relies on consent, you may withdraw it at any time. You also have the right to object to direct marketing at any time.
To exercise a right, contact us using the details above. We may need to verify your identity. Rights are not absolute, and we will explain if an exemption applies. We normally respond within the period required by data-protection law.
10. Automated decisions
We do not use the information submitted through this website to make solely automated decisions that produce legal or similarly significant effects. Online calculators provide estimates only; a final offer is prepared after the items are received and assessed.
11. Complaints
Please contact us first so we can try to resolve your concern. You may also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or by calling 0303 123 1113. Your right to complain to the ICO is not affected by contacting us first.
12. Changes to this policy
We may update this policy when our practices, providers or legal obligations change. The effective date at the top identifies the current version. Material changes will be brought to your attention where appropriate.