Introduction

Welcome to the Eevi privacy notice.

eevi respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

This privacy notice is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary to understand the meaning of some of the terms used in this privacy notice.

1.

Important information and who we are

Purpose of this privacy notice

This privacy notice aims to give you information on how Eevi collects and processes your personal data through your use of this website, including any data you may provide through this website when you purchase a product or service or get in touch with us.

The app is not intended for use by children under 13. However, children’s data may be processed via smart devices. See our Children’s Privacy Statement for more details From time to time, we may make changes to this policy (for example to keep pace with best practices or changes in legislation) so we suggest that you check back every now and again to make sure you are happy with any changes.

You should read this policy in conjunction with our terms and conditions (both for the use of our website and the services we provide) as well as, in the case of our customers, any other terms we may provide you that relate to our services.

Controller

If you have any questions about this privacy notice or our privacy practices, please contact our DPO in the following ways:

Full name of legal entity: Total Care and Support Limited a company incorporated and registered in England and Wales. company number 04462867. Our registered office address is Time Technology Park, Blackburn Road, Simonstone, Burnley, United Kingdom, BB12 7TW.

Email address: dataprotection@totalcaresupport.com

Postal address: Time Technology Park, Blackburn Road, Simonstone, Burnley, United Kingdom, BB12 7TW

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK regulator for data protection issues (www.ico.org.uk).

We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

Changes to the privacy notice and your duty to inform us of changes

We keep our privacy notice under regular review. This version was last updated on May 2025

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

2.

The data we collect about you

Purpose of this privacy notice

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data may include first name, last name, username or similar identifier, marital status, title, date of birth and gender.
  • Contact Data may include billing address, delivery address, email address and telephone numbers.
  • Call Recordings may include contact data, financial data and general queries regarding our services.
  • Financial Data may include bank account and payment card details.
  • Transaction Data may include details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data may include internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
  • Profile Data may include your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
  • Usage Data may include information about how you use our website, products and services.
  • Marketing and Communications Data may include your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

3.

How is your personal data collected?

Purpose of this privacy notice

We use different methods to collect data from and about you including through:

  • Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
    • enquire about our products or services;
    • subscribe to our service or publications;
    • request marketing to be sent to you;
    • give us feedback or contact us.
  • Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:
    • We may also receive information from other telecommunications providers which is required to enable us to provide services to you;
    • From our other group companies regarding information about our services.
    • Contact, Financial and Transaction Data from providers of technical, payment and delivery services.
  • Technical Data from the following parties:
    1. analytics providers such as Google;
    2. advertising networks; and
    3. search information providers.

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

4.

How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

  • Where we need to perform the contract, we are about to enter into or have entered into with you.
  • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
  • Where we need to comply with a legal obligation.

See Glossary below to find out more about the types of lawful basis that we will rely on to process your personal data.

We do not currently use personal data to make solely automated decisions that produce legal or similarly significant effects.

Generally, we do not rely on consent as a legal basis for processing your personal data although we will get your consent before sending direct marketing communications to you via email, text message, letter or by telephone. You have the right to withdraw consent to marketing at any time by contacting us.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of the ways we may use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.

Purpose/Activity Type of data Lawful basis for processing including basis of legitimate interest
To register you as a new customer
  1. (a) Identity
  2. (b) Contact
Performance of a contract with you
To process and deliver your order including:
  1. Manage payments, fees and charges
  2. Collect and recover money owed to us
  1. Identity
  2. Contact
  3. Financial
  4. Transaction
  5. Marketing and Communications
  1. Performance of a contract with you
  2. Necessary for our legitimate interests (to recover debts due to us)
To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
  1. Identity
  2. Contact
  3. Technical
  1. Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)
  2. Necessary to comply with a legal obligation
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you
  1. Identity
  2. Contact
  3. Profile
  4. Usage
  5. Marketing and Communications
  6. Technical
Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences
  1. Technical
  2. Usage
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that may be of interest to you
  1. Identity
  2. Contact
  3. Technical
  4. Usage
  5. Profile
  6. Marketing and Communications
Necessary for our legitimate interests (to develop our products/services and grow our business)
We may monitor, record, make notes and store telephone, email, electronic and other communications we may have with you concerning both your services and your account with us.
  1. Identity
  2. Contact
  3. Technical
  4. Usage
  5. Profile
  1. Performance of a contract with you
  2. Necessary for our legitimate interests (to develop our products/services and quality assurance)
  3. Necessary to comply with a legal obligation

We may also use your information for other lawful purposes. In some instances, we may seek your express and informed consent, where this is required. In other, very limited circumstances, we may use your information where we have a legitimate reason for doing so or in where we are required to use your data to comply with legal and/or regulatory obligations that are imposed upon us.

Products and Services

When you purchase a product through us, our partners may deliver the applicable services related to your product. These services relate to Smart Home products which include and are not limited to door cameras, outdoor and indoor cameras, door sensors, intelligent door handles, temperature and humidity sensors, panic alarms, light switches, socket adapters, heating controls and smart speaker devices with inbuilt listening services.

Where you connect compatible smart devices, we may process data including video, audio or sensor logs. See our Children’s Privacy Statement for more details

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. Our marketing can include the following of methods, email, SMS, letter or telephone. If you wish to change your marketing preferences you can easily opt out by:

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, product/service experience or other transactions.

Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).

You will receive marketing communications from us if you have requested information from us or purchased services from us and you have not opted out of receiving that marketing.

Third-party marketing

We do not sell your data to any third party and would get your express opt-in consent before we share your personal data with any third party out with our group companies for marketing purposes.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see www.eevi.com/cookie-policy

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

5.

Disclosures of your personal data

When we share your information with third parties, they will process your information as either a data controller or as our data processor and this will depend on the purposes to share your personal data with such third party.

We will only share your personal data in compliance with the applicable data protection laws and regulatory requirements.

We may share your personal data for the following reasons set out below:

  • Processing direct debits or card payments.
  • Debt recovery organisations or legal advisors for the purposes of recovering money that you may owe us.
  • Law enforcement agencies in response to properly made requests relating to the prevention and detection of a crime, for the purpose of safeguarding national security or when the law requires us to.
  • Providing information in circumstances where we are required to respond to properly made requests from regulatory bodies, including and not limited to the Information Commissioner’s Office, OFCOM and the Health and Safety Executive.
  • Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.
  • Providing information to banks, building societies or credit card companies regarding transactions relating to your account, including but not limited to responding to charge back claims or claims made under the Direct Debit guarantee.
  • Trusted partners which may include advisors, contractors and partner companies to offer the best products and experience to our customers.
  • Other group companies, including subsidiaries for the purpose of providing or administrating services.

We require all third parties to respect the security of your personal data and to treat it in accordance with the relevant regulations. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

6.

International transfers

Whenever we transfer your personal data out of the UK, we ensure a similar degree of protection is afforded to it by ensuring the appropriate safeguards are implemented:

  • We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data.
  • Where we use certain service providers outside the UK or EU/EEA, we use the UK IDTA or UK Addendum to the EU Standard Contractual Clauses where appropriate.

Should these occasions arise, we will ensure that your personal data is not shared until a contract is in place that ensures the personal data is adequately protected and that appropriate measures are in place.

7.

Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

8.

Data retention

How long will you use my personal data for?

We will only retain your personal data for as long as reasonably necessary and in line with our retention policy to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

By law we have to keep certain information about our customers for a set period which may include Contact, Identity, Financial and Transaction Data for legal obligations.

Details of the types of data and retention is detailed in the table below, full retention policy is available on request.

type of data purpose retention period
Name, contact details,email account address; customer message Responding to enquires on internet website 2 Months
Voice Management of inbound/outbound telephone calls inbound call 2 years for noncustomer and years for customers
Card payment details; bank details, account holder information transaction's information Collection payments of upfront charges and / or recurring charges by card 6 years from contract end

In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

10.

Glossary

LAWFUL BASIS

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal obligation means processing your personal data where it is necessary for compliance with a legal obligation that we are subject to.