Privacy Policy

1. Who we are

Mobility Smart Limited is responsible for the personal information described in this Privacy Policy.

Mobility Smart Limited
Unit 12-13 Creamery Industrial Estate
Kenlis Road, Barnacre
Preston, Lancashire, PR3 1GD
Company number: 05251905
VAT number: 852 0340 59
Telephone: 0800 567 7222
Email: [email protected]

In this policy, “we”, “us” and “our” mean Mobility Smart Limited. “You” and “your” mean the customer, website visitor, account holder, enquiry sender, recipient or other person whose information we process.

2. What information we collect

We collect only the information we reasonably need to run our website, process orders, provide customer service and meet our legal obligations.

This may include:

your name, billing address, delivery address, email address and telephone number;
order details, products ordered, invoices, payments, returns, refunds and delivery information;
customer account details, login details and order history;
messages you send to us by email, phone, contact forms or return forms;
photos, videos or details you provide when reporting damage, missing parts or faults;
VAT relief declarations and limited health or disability information where you choose to claim VAT relief;
business details where you order for an organisation, care provider, NHS body, council, charity, school or trade account;
marketing preferences, review invitations, product reviews and feedback;
website and technical information such as IP address, device type, browser, pages viewed, basket activity, cookie identifiers and advertising or analytics information.

We may also receive information from payment providers, couriers, suppliers, manufacturers, fraud prevention services, review platforms, marketing platforms and website analytics tools where needed.

3. How we use your information

We use personal information for the following main purposes:

to process and deliver orders;
to take payment, issue invoices and process refunds;
to create and manage customer accounts;
to arrange delivery, installation, collection, returns or repairs;
to respond to enquiries, complaints, faults, damaged deliveries and warranty issues;
to process VAT relief declarations where requested;
to prevent fraud, protect our website and keep our systems secure;
to send service messages about orders, deliveries, accounts, returns or product issues;
to send marketing where you have agreed to it, or where the law otherwise allows it;
to invite customers to leave reviews or provide feedback;
to understand how our website is used and improve our website, products and services;
to measure advertising performance, subject to cookie consent rules where applicable;
to meet legal, tax, accounting and regulatory obligations;
to protect our legal position and handle disputes.

Our lawful bases

Depending on the situation, we rely on one or more of the following lawful bases:

Contract: to process orders, payments, deliveries, returns and customer service requests.
Legal obligation: to keep tax records, handle VAT relief records and comply with the law.
Legitimate interests: to run and improve our business, prevent fraud, manage customer service, protect our legal position and improve our website.
Consent: for some marketing, non-essential cookies and tracking technologies where required.
Explicit consent: where required for health-related information provided for VAT relief.

4. VAT relief and health-related information

Some products may be eligible for VAT relief. If you choose to claim VAT relief, we may need to collect information about the qualifying person and the reason for the claim.

Important: VAT relief information may include limited health or disability information. We only ask for the information needed to process the VAT relief declaration and keep required records.

We use VAT relief information to apply VAT relief where appropriate, keep accounting records and respond to HMRC or legal requirements where needed. If you do not want to provide VAT relief information, you can still buy the product at the VAT-inclusive price where applicable.

5. Marketing, newsletters and reviews

Email marketing

If you subscribe to our mailing list, we may send you news, offers, product information and updates by email. You can unsubscribe at any time using the unsubscribe link in our emails or by contacting us.

We may also send limited marketing to existing customers about similar products or services where permitted by law. You can opt out at any time.

Service messages

Even if you opt out of marketing, we may still send essential service messages about your order, delivery, payment, return, account, warranty, safety notice or product issue.

Reviews

We may invite you to leave a review about our products or service. We may use third-party review platforms to send review invitations and collect feedback. Reviews you choose to submit may be published in accordance with the review platform’s terms.

6. Cookies, analytics and tracking

Our website uses cookies and similar technologies. These may include browser cookies, pixels, tags, local storage, server-side tagging and similar tools.

Essential cookies

Needed for the website to work, including basket, checkout, account login, security, fraud prevention and cookie preference settings.

Analytics cookies

Help us understand how people use the website and how we can improve it.

Advertising cookies and tags

Help us measure advertising performance and improve campaign reporting where permitted.

Non-essential cookies and tracking technologies are used only where permitted by law and, where required, with your consent. You can manage your choices through our cookie banner or cookie settings where available. You can also control cookies through your browser settings.

We may use analytics, advertising, consent management, tag management, server-side tagging and website security tools. These services may process technical information such as IP address, device details, browser information, pages viewed, referral source, order or conversion events and cookie identifiers.

Please note: disabling some cookies may affect website features such as basket, checkout, account login and saved preferences.

7. Who we share personal information with

We only share personal information where needed to run our business, fulfil orders, provide services, comply with the law or protect our legal position.

This may include sharing information with:

payment providers, banks and fraud prevention services;
couriers, pallet networks, delivery partners and installation or service teams;
suppliers, manufacturers, distributors and repair agents where they help fulfil, deliver, repair or support your order;
IT providers, website hosts, security providers, cloud services and software providers;
customer service, helpdesk, email, review and marketing platforms;
analytics, advertising, consent and tag management providers, subject to cookie consent rules where applicable;
accountants, auditors, insurers, legal advisers and debt recovery providers;
HMRC, regulators, courts, law enforcement or other authorities where required by law;
another organisation if we sell, transfer or restructure all or part of our business.

Where suppliers or manufacturers deliver goods directly to you, we may need to pass them your name, delivery address, phone number, email address, order details and delivery instructions.

We do not sell your personal information.

8. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including to fulfil orders, provide customer service, meet legal obligations, resolve disputes and protect our legal position.

As a general guide:

order, invoice, VAT relief and accounting records are usually kept for at least 6 years;
customer account records are kept while the account is active and for a reasonable period afterwards;
customer service, return and fault records are kept for as long as needed to handle the issue and for a reasonable period afterwards;
marketing records are kept until you unsubscribe or ask us to stop, though we may keep a suppression record so we do not contact you again;
cookie and analytics data is kept according to the settings of the relevant platform or cookie tool.

We may keep information for longer if required by law, if there is an ongoing dispute, if a payment remains outstanding, if warranty or product safety issues may arise, or if we need to protect our legal position.

9. Your data protection rights

Depending on the circumstances, you may have the right to:

ask for a copy of your personal information;
ask us to correct inaccurate or incomplete information;
ask us to delete your personal information;
ask us to restrict how we use your information;
object to certain uses of your information;
ask for a copy of information you provided in a portable format;
withdraw consent where we rely on consent;
object to direct marketing at any time;
complain to the Information Commissioner’s Office.

These rights are not absolute and may depend on the type of information and why we need it. For example, we may need to keep certain order, VAT, accounting or legal records even if you ask us to delete your information.

To make a privacy request, please contact us at [email protected]. We may need to verify your identity before responding.

10. Security

We use reasonable technical and organisational measures to protect personal information. This may include secure website connections, access controls, payment provider security, staff access restrictions, system monitoring, backups and supplier checks.

No website, email system or online service can be guaranteed to be completely secure. Please take care when sending information to us, keep account passwords secure and contact us promptly if you believe your account or information may have been compromised.

11. Contact us

If you have any questions about this Privacy Policy or how we use personal information, please contact us.

Mobility Smart Limited
Unit 12-13 Creamery Industrial Estate
Kenlis Road, Barnacre
Preston, Lancashire, PR3 1GD
Telephone: 0800 567 7222
Email: [email protected]

Complaints

We would appreciate the chance to deal with any privacy concern first. You can contact us at [email protected].

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator: ico.org.uk/make-a-complaint.

This Privacy Policy should be read together with our Terms & Conditions, Returns Information & Terms and cookie consent settings where available.