Privacy Policy

We collect the following categories of personal data:

• Account details. Your name, email address, telephone number, billing and service addresses, and login credentials when you create an account or place an order.
• Order and service data. Products and services you order, order status, service addresses, and correspondence with us about your services.
• Payment data. Card payments are processed directly by Stripe. We never see or store your full card number; we retain only the transaction references Stripe provides so we can reconcile your payments.
• Usage data. How you interact with our website and portal — pages visited, approximate location derived from your IP address, device and browser type — collected through cookies and similar technologies (see section 5).
• Support data. Records of conversations when you contact us for help.

Under UK GDPR we must have a lawful basis for each use of your personal data. We rely on the following:

• Contract. To provide the services you order, take payment, and manage your account.
• Legal obligation. To comply with tax, accounting and regulatory requirements, including keeping records of transactions.
• Legitimate interests. To keep our platform secure, prevent fraud, improve our services, and — where you have an existing account — tell you about relevant products and services. You can object to this at any time.
• Consent. For non-essential cookies and marketing communications, where you have given consent. You can withdraw consent at any time (see section 5).

• Processing and fulfilling your orders and service installations.
• Taking payment and managing billing, refunds and credits.
• Providing customer support and responding to your queries.
• Keeping the platform, your account and our services secure.
• Meeting legal, tax and accounting obligations.
• Improving our website and services through aggregated usage analysis.
• Sending service messages (for example, appointment reminders and service status updates) and, with your consent, marketing communications.

Cookies are small text files stored on your device. We use:

• Essential cookies. Required for the website to function — for example, remembering your cookie preferences and keeping you signed in. These cannot be switched off.
• Non-essential cookies. Used only with your consent to understand how the site is used and to improve it. Our cookie banner lets you choose between “Accept all” and “Essential only”. If you choose essential only, no non-essential cookies are set.

You can change your choice at any time by clearing your browser cookies and revisiting the site, or by adjusting your browser settings.

We do not sell your personal data. We share it only with the following categories of recipient, and only where necessary:

• Payment processors. Stripe processes your card payments. Your payment details are handled by them under their own privacy policy.
• Service suppliers. Suppliers who deliver your services (for example, network and connectivity providers) receive the information they need to deliver those services.
• Advisers and authorities. Our professional advisers, and regulators or law enforcement where we are required by law to disclose information.
• IT service providers. Hosting, analytics and security providers who process data on our behalf under written data-processing terms.

Where a recipient is outside the UK, we ensure appropriate safeguards are in place, such as an adequacy decision or standard contractual clauses.

We keep personal data only for as long as necessary for the purposes described in this policy:

• Account and order data. For the life of your account plus the period required by UK tax and accounting law (currently six years from the end of the relevant financial year).
• Payment records. Transaction references are retained for the same statutory period.
• Support records. For up to three years after your last contact with us.
• Cookie preferences. Your consent choice is stored in your browser's local storage until you clear it.

When data is no longer required, it is securely deleted or anonymised.

Under UK GDPR you have the right to:

• Access. Request a copy of the personal data we hold about you.
• Rectification. Ask us to correct inaccurate or incomplete data.
• Erasure. Ask us to delete your data, subject to legal retention requirements.
• Restriction. Ask us to limit how we use your data in certain circumstances.
• Portability. Receive your data in a structured, machine-readable format.
• Objection. Object to processing based on legitimate interests, and to direct marketing.
• Withdraw consent. Where processing is based on consent, withdraw it at any time without affecting the lawfulness of earlier processing.

To exercise any of these rights, email support@fibrion.co.uk. We respond within one month.

If you are unhappy with how we handle your personal data, please contact us first so we can put things right. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK regulator for data protection:

• Website: ico.org.uk
• Helpline: 0303 123 1113

We use appropriate technical and organisational measures to protect your personal data, including encryption in transit, access controls and regular review of our security practices. If a data breach occurs that is likely to risk your rights and freedoms, we will notify you and the ICO in accordance with UK GDPR.

We may update this policy from time to time. The date at the top of this page shows when it was last updated. We will notify you of material changes by email or through the portal.

For any questions about this policy or how we handle your data, contact us at support@fibrion.co.uk.