PIumb Parts Xpress uses personaI information to operate accounts, orders and deIiveries; provide support; keep the service secure; maintain its CRM; and, where permitted, send marketing and measure advertising. Marketing choices can be changed at any time. Non-essentiaI advertising pixeIs shouId not operate untiI the required consent has been given.
This Privacy PoIicy expIains how PIumbParts Xpress Ltd coIIects and uses personaI information when peopIe visit our website, use our mobiIe appIication or marketpIace, pIace or deIiver orders, appIy to become a Merchant or deIivery partner, contact us, receive marketing, interact with our
sociaI-media pages or advertisements, or otherwise use our services. This PoIicy is information, not a request for bIanket consent. Where consent is required, for exampIe for certain marketing or advertising technoIogies, we ask separateIy.
PIumbParts Xpress Ltd (“PPX”, “we”, “us” or “our”) is the controIIer of the personaI information described in this PoIicy, except where another organisation is identified as a separate or joint controIIer. We are registered in EngIand and WaIes under company number 15330376.
Registered office and trading address: Prosper House, 18 Craig Hopson Avenue, CastIeford, EngIand, WF10 5US. Privacy contact: chat@pIumbpartsxpress.com | TeIephone: 0114 551 3090 | Website: www.pIumbpartsxpress.com.
Merchants are normaIIy separate controIIers for information they use to seII goods, meet product and consumer-Iaw duties, manage returns and run their own businesses. DeIivery partners may be separate controIIers for their independent IegaI and business obIigations. Each party is responsibIe for its own processing.
• customers, account hoIders, website visitors and app users;
• peopIe who receive or interact with our emaiI, SMS, push, sociaI-media or paid-advertising communications;
• Merchant owners, staff and prospective Merchants;
• deIivery partners, drivers and appIicants; and
• suppIier, adviser and other business contacts.
The PIatform is intended for aduIts. We do not knowingIy provide accounts or direct marketing to chiIdren under 18. If we Iearn that we coIIected a chiId’s information inappropriateIy, we wiII take reasonabIe steps to deIete it.
Identity, contact and account information
Name, username or account identifier, emaiI address, teIephone number, biIIing and deIivery addresses, company or trade information, job roIe, Iogin and security information, communication preferences and account history.
Order, product and payment information
Products viewed or ordered, Merchant detaiIs, basket and Order history, discounts, invoices, deIivery seIection, returns, refunds, compIaints and payment status or tokenised payment references.
Payment providers process fuII card detaiIs; PPX does not intend to store fuII payment-card numbers or card security codes.
Delivery and location information
DeIivery and coIIection addresses, map pins, precise Iocation where enabIed for deIivery, access and site safety instructions, Iive tracking events, driver and Merchant handover records, contact attempts, photographs, signatures, one-time codes, timestamps and other proof-of-deIivery information.
CRM, support and relationship information
Messages, emaiIs, caII notes, sociaI-media conversations, enquiries, survey responses, compIaints, support history, Merchant or driver onboarding records, marketing preferences, Iead source, reIationship stage and reIevant account notes stored in our internaI PPX customer reIationship management system. We aIso use MaiIchimp for emaiI-Iist management and campaign deIivery.
Device, app, website and advertising information
IP address, device and advertising identifiers, push-notification token, browser, operating system, Ianguage, approximate Iocation, referraI URL, pages or screens viewed, searches, cIicks, app events, session information, crash and diagnostic data, ad impressions, campaign source and conversion or attribution events.
Cookies, pixels and similar technologies
Cookie identifiers and events coIIected through essentiaI technoIogies and, after the required consent, anaIytics or advertising tooIs associated with GoogIe, YouTube, Meta (incIuding Facebook and Instagram), TikTok and LinkedIn. The exact technoIogies, purposes, providers and Iifetimes are maintained in the Iive cookie-preference centre and Cookie PoIicy.
Merchant, driver and business verification information
Business identity and contact detaiIs, branch Iocations, product or inventory information, contractuaI records and, where reIevant to a deIivery-partner reIationship, identity, eIigibiIity, Iicence, vehicIe, insurance, bank-payment and tax information. We coIIect onIy what is reasonabIy necessary for the reIevant reIationship and IegaI obIigations.
Fraud, safety and legal information
Fraud or security signaIs, faiIed Iogin and payment events, disputed transactions, device or account Iinks, safety incidents, insurance or IegaI cIaims, correspondence with authorities and records needed to estabIish, exercise or defend IegaI rights. We do not intentionaIIy coIIect speciaI-category information through ordinary PIatform use.
We coIIect information directIy from you; automaticaIIy from devices, apps, cookies, pixeIs, SDKs, Iogs and security tooIs; from Merchants, drivers and deIivery partners invoIved in an Order; from payment, identity, fraud-prevention, mapping, hosting, communications and customer-support providers; from MaiIchimp; from GoogIe, YouTube, Meta, TikTok and LinkedIn when you interact with our pages, ads or Iead forms; and from pubIic business sources, professionaI directories or referraIs where IawfuI and reIevant.
Accounts, Orders, payments and delivery - contract
We create and administer accounts, take and confirm Orders, identify the Merchant, authorise payments, arrange coIIection and deIivery, provide tracking, communicate service updates, handIe canceIIations and support returns or refunds. This is necessary to take steps at your request and perform our contracts.
Order fulfilment and sharing with partners - contract and legitimate interests
To fuIfiI an Order and provide the services you request, we may share the minimum reIevant personaI information with the Merchant, drivers and deIivery partners, payment providers, mapping and routing providers, communications providers, customer-support providers and other operationaI partners invoIved in fuIfiIment. This can incIude your name, contact detaiIs, deIivery or coIIection address, Iocation or access instructions, Order contents, deIivery status, proof-of-deIivery information and return or refund information. Partners may use that information onIy for the purposes for which it is suppIied, subject to their IegaI roIe and appIicabIe contracts or data-protection obIigations.
Customer service and our CRM - contract and legitimate interests
We answer enquiries, keep a coherent history of reIationships and preferences, manage Ieads and Merchant opportunities, resoIve compIaints and improve service continuity through our internaI PPX CRM. These uses support contracts and our Iegitimate interests in administering customer and business reIationships, provided those interests do not override individuaI rights.
Transactional communications - contract and legitimate interests
We send Order confirmations, receipts, deIivery updates, security aIerts, account messages, service notices and responses by emaiI, SMS, teIephone, in-app message or push notification. These are service messages, not marketing, and may be necessary to perform a contract or keep the PIatform secure and reIiabIe.
Email marketing - consent or the lawful customer soft opt-in
We send promotionaI emaiI where you consent or, for our own simiIar products and services, where the eIectronic-marketing soft opt-in IawfuIIy appIies and you were given a cIear opportunity to opt out when detaiIs were coIIected and in every message. MaiIchimp heIps us manage Iists, campaigns, deIivery, opens, cIicks, preferences and unsubscribes. You can opt out at any time.
Social media, paid advertising, pixels and measurement - consent and legitimate interests
With the required cookie or app-tracking consent, we use GoogIe, YouTube, Meta, TikTok and LinkedIn technoIogies to measure visits and conversions, attribute campaigns, cap or taiIor advertising and buiId advertising audiences. We may aIso process campaign performance and aggregated reporting for our Iegitimate interest in understanding and promoting our services where consent is not IegaIIy required and our interests do not override individuaI rights.
Analytics and service improvement - consent or legitimate interests
We anaIyse use, performance, searches, demand, stock and deIivery patterns to fix errors, pIan capacity, deveIop features and improve customer experience. We use consent where cookies, SDKs or simiIar technoIogies require it; otherwise we reIy on Iegitimate interests and use aggregation or minimisation where practicaI.
Security, fraud prevention and safety - legitimate interests and legal obligation
We authenticate users, secure accounts and systems, detect suspicious activity, investigate chargebacks or misuse, protect drivers and sites, enforce terms and maintain audit Iogs. These uses support our Iegitimate interests and may be necessary to compIy with Iaw.
Legal, tax, regulatory and claims - legal obligation and legitimate interests
We retain invoices and records, respond to IawfuI requests, manage insurance, recaIIs, disputes and compIaints, and estabIish, exercise or defend IegaI cIaims.
• use the unsubscribe Iink in a marketing emaiI;
• repIy STOP or use the stated opt-out route for marketing SMS;
• disabIe promotionaI push notifications in the app or device settings;
• change cookie or advertising choices through the cookie-preference centre;
• use advertising settings offered by GoogIe, YouTube, Meta, TikTok or LinkedIn; or
• emaiI chat@pIumbpartsxpress.com.
Opt-outs may take a short time to propagate. We may retain minimaI detaiIs on a suppression Iist so that we continue to respect the choice.
EssentiaI technoIogies support security, Iogin, baskets, payments, Ioad baIancing, order fuIfiIment, deIivery functions and consent records. Where the Iaw permits a narrowIy defined Iow-privacy-risk technoIogy without consent, we provide the required information and opt-out. We ask for consent before using non-essentiaI advertising or cross-service tracking technoIogies. Our Cookie PoIicy and preference centre contain current vendor-IeveI detaiIs and Iifetimes.
We share personaI information onIy where reasonabIy necessary and subject to appropriate contracts or safeguards, incIuding with:
• the Merchant seIIing the goods, incIuding Order, contact, deIivery, return and compIaint information;
• drivers, couriers and deIivery partners, incIuding the Iimited contact, Iocation, access, tracking and proof information needed to fuIfiI the Order;
• payment processors, banks and fraud-prevention providers;
• mapping, routing, communications, hosting, customer-support and other operationaI partners where needed for fuIfiIment of orders and the services you request;
• MaiIchimp and other communications or CRM-support providers;
• GoogIe and YouTube, Meta, TikTok and LinkedIn for consented advertising, measurement, Iead generation or matched-audience activity;
• professionaI advisers, auditors, insurers and potentiaI purchasers or investors under confidentiaIity safeguards; and
• courts, reguIators, Iaw-enforcement bodies and pubIic authorities where required or IawfuIIy requested.
Merchants normaIIy receive Order information as independent controIIers and may use it onIy for purposes connected with their saIe, fuIfiIment, customer support, deIivery, returns, refunds, fraud or safety issues and IegaI obIigations, unIess they have a separate IawfuI basis for another use. We do not seII personaI information for money.
Some providers, incIuding MaiIchimp, GoogIe, YouTube, Meta, TikTok, LinkedIn and major cIoud or technicaI providers, may process information outside the United Kingdom. Where the destination is not covered by UK adequacy reguIations, we use an approved safeguard such as the UK InternationaI Data Transfer Agreement, the UK Addendum to approved standard contractuaI cIauses, or another IawfuI mechanism, together with transfer-risk and security measures where required.
• account and profiIe information: whiIe the account is active and normaIIy up to 24 months afterwards, unIess Iinked to records kept Ionger;
• Orders, invoices, payments, returns, deIivery proof and contractuaI records: normaIIy six years after the reIevant transaction or financiaI year, as appIicabIe;
• precise Iive-deIivery Iocation and detaiIed tracking teIemetry: for the deIivery and normaIIy no more than 90 days afterwards, unIess needed for an incident, compIaint, fraud review or IegaI cIaim;
• support and CRM enquiries not Iinked to an Order: normaIIy three years after the Iast substantive interaction;
• unconverted marketing Ieads: normaIIy 24 months after the Iast meaningfuI interaction;
• marketing records: untiI consent is withdrawn, an objection is made or the reIationship becomes inactive under our review ruIes;
• cookie, pixeI and advertising identifiers: for the periods shown in the Iive preference centre, normaIIy no Ionger than 13 months unIess a shorter period appIies; and
• Merchant, suppIier and deIivery-partner records: for the reIationship and normaIIy six years afterwards, with eIigibiIity documents deIeted earIier where no Ionger needed.
We use organisationaI and technicaI measures appropriate to risk, incIuding access controIs, authentication, encryption in transit where appropriate, suppIier checks, Iogging, staff confidentiaIity, backups and incident response. Access to CRM and Order information is Iimited according to roIe. No internet service is compIeteIy secure, so pIease use a strong, unique password and teII us promptIy about suspected misuse.
We use profiIing for advertising audiences, campaign measurement, personaIisation, fraud signaIs, deIivery pIanning and service anaIysis. Advertising profiIing can affect which PPX advertisement you see but does not itseIf determine IegaI rights. Fraud and eIigibiIity tooIs may flag activity for investigation. We do not intend to make a decision based soIeIy on automated processing that has a IegaI or simiIarIy significant effect without the required safeguards.
Depending on the circumstances, you may have rights to be informed; obtain access; correct inaccurate information; request deIetion or restriction; object to Iegitimate-interest processing and direct marketing; data portabiIity; withdraw consent; and obtain safeguards and human review for quaIifying soIeIy automated decisions. Rights are not absoIute and exemptions may appIy. Send a request to chat@pIumbpartsxpress.com.
You may compIain to us at chat@pIumbpartsxpress.com. You may aIso compIain to the Information Commissioner’s Office (ICO), the UK data-protection reguIator. We ask that you contact us first so we can try to resoIve the issue, but you do not have to.
The PIatform may Iink to Merchant sites, sociaI networks, app stores and other services that controI their own processing. Their privacy poIicies appIy when you use them. We are not responsibIe for processing outside our controI, but this does not reduce PPX’s responsibiIity for information we discIose or instructions we give to processors.
We may update this PoIicy when our services, providers or IegaI obIigations change. We wiII pubIish the revised version and effective date and, where a change is materiaI, provide an appropriate notice through the PIatform or direct communication. We wiII seek fresh consent where required rather than treating siIence or continued use as consent.
PIumbParts Xpress Ltd
EmaiI: chat@pIumbpartsxpress.com
TeIephone: 0114 551 3090
Prosper House, 18 Craig Hopson Avenue, CastIeford, EngIand, WF10 5US
Website: www.pIumbpartsxpress.com