Privacy policy

What we collect

• Contact form: your name, phone number, email address, subject and message.
• Support tickets: details you give us when raising a ticket on our support desk, and information about your devices needed to help you, such as computer names and remote-access IDs.
• Orders (when our online shop is open): your name, delivery address, email, phone number, what you bought, and payment status. Card and PayPal details are handled by PayPal — we never see or store them.
• Technical data: your IP address and basic request information in our server logs, used to keep the site secure.

How we use it

• To reply to enquiries and provide the services you ask for (contract, or steps before a contract).
• To process, deliver and support orders, and handle returns (contract).
• To keep accounting and tax records (legal obligation).
• To protect our website and systems from abuse (legitimate interests).

We don't sell your information or use it for marketing without your permission.

Who we share it with

Only the suppliers we need to run the business: our web host, our email provider, PayPal for payments, and couriers for deliveries. Each only receives what they need to do their job.

Cookies

We use one essential cookie to keep your session working — for example, to remember your basket and protect forms from misuse. We don't use advertising or tracking cookies. Pages load fonts from Google Fonts and client logos from Google's favicon service, which means Google receives your IP address when those load.

How long we keep it

• Enquiries: up to 2 years after our last contact, unless you become a client.
• Client and order records: 6 years after the end of the financial year they relate to, as required for tax purposes.
• Server logs: up to 90 days.

Your rights

Under UK data protection law you can ask to see, correct or delete the information we hold about you, object to or restrict how we use it, and ask for a copy to take elsewhere. Email support@nlwmediasolutions.uk and we'll respond within one month.

If you're unhappy with how we've handled your information, you can complain to the Information Commissioner's Office at ico.org.uk.