Privacy & Cookies policy
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We're committed to respecting and safeguarding your personal data
We've written this policy because we are committed to safeguarding the privacy of our website users and the confidentiality of any information that we collect about you, and we want you to be informed about how we keep your data safe.
This privacy and cookies policy explains when and how we collect personal information about visitors to our website, how we use that data and keep it secure, and when it may be disclosed to third parties.
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This policy may change from time to time, so please do check in occasionally and make sure you’re happy with the changes. You can find a link to this policy at the bottom of every page under "Privacy and Cookies Policy".
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What's in this policy?
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Who we are
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When do we collect information about you?
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What information do we collect about you?
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How and why do we collect information about you?
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Legitimate Interests
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Third Parties
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How do you stop marketing information being sent to you?
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Security
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International Transfers
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Your rights
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How long do we retain your personal data?
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Cookies
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16 or under
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What about third party websites that you can access via our website?
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Lodging a complaint
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Policy updates
Who we are
We are Shuddle Limited. We are trading as (T/A) Shuddle.co.uk. We are the UK’s biggest online retailer of domestic and commercial air conditioners, dehumidifiers. We are a limited company in England (number 13810975) whose registered office is:
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Shuddle Limited Head Office (T/A shuddle.co.uk)
128 City Road,
Greater London
EC1V 2NX
England, United Kingdom
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Email: support@shuddle.co.uk
Telephone: 01234 567 890
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We are a Refcom certified company. Our Refcom company number is REF1021074
We are the data controller in respect of all personal data collected via our website, email, telephone, or in person. Whenever you submit your information to us, by these or any other means, we will collect and use such information in accordance with the terms of this policy, and we will ensure that all personal data we hold is treated properly and in accordance with applicable data protection legislation. We are registered as a data controller with the Information Commissioner’s Office ("ICO") and our registration number is XXXXXXX.
In accordance with data protection legislation, we are required to explain to you how we will treat any personal data which we collect from or about you. If you have any concerns about the way we have used, shared or processed your data you have the right to lodge a complaint with the ICO. However, we would always appreciate the opportunity to address your concerns before you approach the ICO so please do contact us by email at contact@shuddle.co.uk or by writing to Data Protection Office, Shuddle Limited Head Office, Kemp Building, Greater London, United Kingdom, EC1V 2NX.
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When do we collect information about you?
You may give us information about you:
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when you contact us by any means (including via the website, over the phone, by email or by post) with queries, complaints etc.;
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when you create an account with us;
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when you use your account to buy products or redeem vouchers from us;
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when you engage with us on social media;
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when you choose to complete any surveys we send you;
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when you comment on or review any of our products or our services;
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when you opt in to receive our newsletter;
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when you take part in a prize draw, competition or survey;
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when you've given a third party permission to share with us the information they hold about you (for example, pursuant to a third party prize draw, competition or survey).
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When you are selected for re-engagement marketing campaigns we check to ensure we are mailing you at your most up to date address where this data is available to us through third parties. We reflect any changes in your account to ensure we can continue to provide with information that you have consented to receiving.
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What information do we collect about you?
The information we may collect, use, store and transfer about you includes the following:
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name, username or similar identifier (such as social media username), title, date of birth and gender (“Identity Data”);
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delivery address, billing address, email address and telephone number(s) ("Contact Data");
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bank account and credit/debit card information (“Financial Data”);
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details of your interactions with us, including interactions through our website, by telephone, email, in person and through social media ("Transaction Data"). For example, we may make notes of our conversations with you, log details of any complaints or comments you make and record where any deliveries have been left for you;
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details of your shopping preferences and personal details (such as purchase history and dietary requirements) which help us to recommend items of interest to you or to send you or make available personalised offers (“Profile Data”);
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your preferences in receiving marketing from us and your communication preferences (“Marketing Data”); and
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your comments and product reviews.
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We may collect data regarding your address for mailing purposes if you are opted into postal marketing communications. We use third party services such as Royal Mail to update your address in your account if you have registered yourself to have moved house. This also includes third party services that tell us you have moved house but with no new address. In this case we do not make changes to your personal data but we do ensure that you are no longer mailed. We do this to ensure we can continue to provide with information that you have consented to receiving.
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We may also automatically collect data about you such as internet protocol (IP) address, 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 our website ("Technical Data") as you interact with our website. We collect Technical data by using cookies and other similar technologies. Please refer to section 8 for further information regarding the cookies used on our website.
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How and why do we collect information about you?
We have set out a description of how and why we may use personal data you give us and which of the legal bases we rely on to do so. 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. Please contact us by emailing us at contact@shuddle.co.uk or by writing to Data Protection Office, Shuddle Limited (T/A Shuddle.co.uk), Head Office, 128 City Road, Greater London, United Kingdom, EC1V 2NX. if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out.
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If we require your information for the purposes of performing a contract with you and you fail to provide this information, or if the information you provide is not accurate, we may not be able to perform the contract we have or are trying to enter into with you. You warrant that any information you supply to us is accurate and up to date, that you will inform us if any such information requires updating, and that if you submit a third party’s details to us you have that third party’s permission to do so.
We will not sell any of your personal data to any third party.
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Legitimate Interests
As noted in the ‘How and why do we collect information about you?’ section of this notice, we occasionally process your personal information under the legitimate interests’ legal basis. Where this is the case, we have carried out a thorough Legitimate Interests’ Assessment (LIA) to ensure that we have weighed your interests and any risk posed to you against our own interests; ensuring that they are proportionate and appropriate.
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Processing for our legitimate interests may include:
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fraud prevention and compliance;
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certain marketing and promotional activities;
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the provision and operation of referral marketing programmes;
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network and information systems security;
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data analytics;
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enhancing, modifying or improving our service;
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identifying usage trends; or
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determining the effectiveness of promotional campaigns or advertising.
In connection with the above activities, we may share your personal information with trusted suppliers who assist us in our data processing activities.
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Third Parties
We may share personal data about you with third parties:
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who are directly involved in dealing with any request or enquiry made by you;
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where such disclosure is required by law;
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who are providing us with professional advice;
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where the disclosure is in connection with any criminal investigation, legal proceedings or prospective legal proceedings, where permitted by law;
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where the disclosure is in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk);
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where we are required to enforce our Terms and Conditions of Sale or our Terms of Use; or
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where we have stated or informed you otherwise (for example, in this policy or on our website).
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where we work with carefully selected companies, such as our customer database hosting provider, marketing agencies and advertising partners who assist us in providing you with a positive customer experience. We never sell your data to third parties and work closely with them to ensure your privacy is protected.
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We will only pass on your information to a third party for marketing purposes if you opted in to hear from other brands when you signed up to be a customer with us. These participating retailers could be in the clothing, collectables, food and wine, gardening, gadgets and entertainment, health and beauty, household goods, home interiors or travel categories. You can opt out at any time. If you wish to check your marketing preferences, you can do so in the contact preferences section of your account on our website, by emailing us at contact@shuddle.co.uk, or by writing to Data Protection Office, Shuddle Limited (T/A Shuddle.co.uk), Head Office, 128 City Road, Greater London, United Kingdom, EC1V 2NX.
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We may also disclose your personal data to third parties in the event that we sell or buy any businesses or assets (in which case we may disclose your personal data to the prospective seller or buyer of such businesses or assets); or
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if all of our assets are acquired by third parties, in which case personal data held by us about our clients and subscribers will be one of the transferred assets.
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How do you stop marketing information being sent to you?
You can ask that marketing information is no longer sent to you by logging in and withdrawing your consent by opting out in the contact preferences of your account on our website, emailing us at contact@shuddle.co.uk, or by writing to Data Protection Office, Shuddle Limited (T/A Suddle.co.uk), Head Office, 128 City Road, Greater London, United Kingdom, EC1V 2NX, or by clicking on the appropriate link in the footer of any of our marketing emails. It may take up to 15 working days to remove you from our marketing lists.
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Security
We will take all reasonable steps to protect your personal data. However, the Internet is global and no data transmitted via the Internet can be guaranteed by us to be completely secure during transmission. We cannot guarantee the security of any data that you disclose online and we will not be responsible for any breach of security unless this is due to our negligence or willful default.
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International Transfers
Our website is hosted in the UK and all data provided to us is stored within our servers located in the UK or the European Economic Area (“EEA”). Sometimes we may need to transfer personal data we collect from you to third-party data processors in countries that are outside the EEA - for example, this might be required in order to fulfil your order, process your payment details or provide support services.
If we do this, we will ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
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The transfer is to a third party located in a country that has been deemed to provide an adequate level of protection for personal data by the European Commission.
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The transfer is subject to use of a contract approved by the European Commission which gives personal data the same protection it has in Europe.
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The transfer is to a third party based in the US which is part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US.
In the absence of an adequacy decision in respect of the relevant country, or appropriate safeguards as detailed above, we will not transfer your personal data outside of the EEA unless we have a lawful basis for doing so (for example, because you have explicitly consented to the proposed transfer).
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Your rights
If we are sending marketing materials to you by any means, you may ask us to stop sending such marketing materials at any time. Please see section 6 above for further information on how to do this.
You have a legal right to see a copy of the personal data that we keep about you, subject to certain exemptions. Requests for such information should be made by email to Data Protection Office, Shuddle Limited Head Office, Kemp Building, Greater London, United Kingdom, EC1V 2NX.
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In some circumstances you may also have a right to:
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rectify or erase any personal data we hold about you;
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restrict our processing of your personal data;
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object to us processing your personal data (for example, where we are processing your personal data based on our legitimate interests, you can ask us to stop processing your personal data. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data);
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data portability in respect of your personal data.
In accordance with applicable data protection legislation, we follow security procedures when we process your personal data. We may therefore request proof of your identity before disclosing certain information to you or acting on any requests pursuant to this section 8. Please contact us at the above address if you have any reason to believe that information we hold about you is inaccurate.
How long do we retain your personal data?
We only retain your personal data for as long as we need it for the purpose for which is was collected. Whilst taking in to consideration our legal obligations, we will on an ongoing basis: review the length of time we retain your personal data; consider the purpose or purposes for which we hold your personal data for in deciding whether (and for how long) to retain it; securely delete your personal data if it is no longer needed for such purpose or purposes; and update, archive or securely delete your personal data if it goes out of date.
For further information on how long we retain your personal data please contact our Privacy team using the contact details set out in section 8 above.
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Cookies
Our website uses "cookies" to ensure you receive the best possible visitor experience. Cookies are small files which are sent by a web server to an individual's computer which are then stored on that computer's hard drive. A cookie contains text, and is like an identification card which can only be translated by the server it originated from. Cookies cannot tell us information such as your email address, which we can only collect where you tell us, for example if you submit an inquiry to us.
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Our website uses the following cookies for the following purposes:
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Universal Analytics | GA4 (Google)
These cookies are used to collect information about how visitors use our website. We use the information to compile reports and to help us improve the website. The cookies collect information in an anonymous form, including the number of visitors to the website, where visitors have come to the website from and the pages they visited.
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Google Signals
With Google Signals, Google Analytics will associate the visitation information that it collects from the site and/or apps with Google information from accounts of signed-in users who have consented to this association for the purpose of ads personalisation. This Google information may include end user location, search history, YouTube history and data from sites that partner with Google – and is used to provide aggregated and anonymised insights into cross-device behaviour.
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AdWords & AdSense (Google)
AdWords remarketing is a remarketing and behavioural targeting service provided by Google that connects a user's activity with the AdWords advertising network and the DoubleClick cookie. AdSense cookies are used by Google to check advertising efficiency across their services.
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Twitter (X)
Twitter Remarketing is a remarketing and behavioural targeting service provided by Twitter, Inc. that connects the user’s activity with the Twitter advertising network Twitter Tailored Audiences is a remarketing and behavioural targeting service provided by Twitter, Inc. that connects the user’s activity with the Twitter advertising network.
Facebook Ads remarketing and conversion tracking
Facebook Ads conversion tracking is an analytics service provided by Facebook that connects data from the Facebook advertising network with actions performed on this application. Facebook remarketing is a remarketing and behavioural targeting service provided by Facebook, Inc. that connects the user’s activity with the Facebook advertising network. The Facebook Like button and social widgets are services allowing interaction with the Facebook social network provided by Facebook, Inc.
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Trustpilot
Trustpilot is a reviews platform used by online businesses. When you order from Shuddle.co.uk's we may pass your details to Trustpilot so you are able to write an impartial review of our company.
SLI Search
SLI provide our on site search function and may collect non-identifying information about users to help us better understand their behaviour. Data collected may include, but is not limited to, search terms and subsequent purchasing behaviour.
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All Response Media
ARM Cookies are used to track when users visit Shuddle.co.uk's site. All pages are tracked. These are 1st party cookies that are set on the domain of your website.
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WIXchat
Shuddle.co.uk could operate a live chat support service using software provided by WIXchat. The cookies stored allow our Customer Service operatives to identify a user and track which pages they have viewed or are viewing.
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Speedcurve
Speedcurve is an analytical tool that aggregates data on how our website performs on customers device; it does not collect personal or sensitive data. Data collected includes, but is not limited to, the country a user is in, which pages are visited, how fast those pages are, and browser and device details.
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Most internet browsers allow you to prevent cookies being stored on your computer. Alternatively you may be able to configure your browser to accept all cookies or to notify you when a cookie is offered by our server. You may also be able to delete all cookies currently stored on your web browser. Therefore unless you change your browser settings you will automatically accept cookies from our website. We may also collect information about where you are on the Internet (e.g. the URL you came from, IP address, and domain types like .co.uk and .com), your browser type, the country where your computer is located, the pages of our website that were viewed during your visit and any search terms that you entered on our website. We will use this information to administer our website, for internal operations (including troubleshooting, data analysis, testing, research, statistical and survey purposes) and as part of our efforts to keep our website safe and secure. For further information about cookies and how they are used, please visit www.aboutcookies.org.
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16 or under
Our website (www.shuddle.co.uk) is not intended for children and we do not knowingly collect data relating to children.
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What about third party websites that you can access via our website?
Our website contains links to other websites which are outside our control and are not covered by this Privacy and Cookies Policy. If you access other websites using the links provided, the operators of those websites may collect personal data from you which will be used in accordance with their respective privacy policies which you should read. We are not liable for the practices of such third party website operators in respect of your personal data.
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You acknowledge that any information that you post using our social media facilities will be viewable by anybody who visits those websites and that such information is also subject to the relevant provider’s privacy policy. You are advised to consult each such privacy policy to see how they will use your data.
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Lodging a complaint
Shuddle Limited only processes your personal information in compliance with this privacy notice and in accordance with the relevant data protection laws. If, however you wish to raise a complaint regarding the processing of your personal data or are unsatisfied with how we have handled your information, you have the right to lodge a complaint with the supervisory authority.
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Shuddle Limited Head Office (T/A shuddle.co.uk)
128 City Road,
Greater London
EC1V 2NX
England, United Kingdom
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Email: support@shuddle.co.uk
Telephone: 01234 567 890
The Commissioner
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
https://ico.org.uk/make-a-complaint/
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Policy updates
Policy last updated on 16th December 2023
Updated to simplify the information about third party data sharing, and to update cookie policy to include our CRM platform.
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