Privacy Policy

Caravan Internet

Last Updated: December 2024

At Caravan Internet, we are committed to protecting your privacy and personal data. This policy explains how we collect, use, store, and protect your information in accordance with UK GDPR and the Data Protection Act 2018.

Who We Are

Data Controller: Caravan Internet

Address: 186 Old Road, Clacton On Sea, Essex, CO15 3LR

Contact: support@caravaninternet.co.uk

Phone: 01255 711 011

What Information We Collect

We collect and process the following personal information:

Personal Details

Full name
Address (installation and billing address)
Contact telephone numbers
Email address
Date of birth (if provided)

Account Information

Account username and password (if provided)
Service package details
Billing and payment history
Data usage information

Payment Information

Payment card details are stored in encrypted form in our secure CRM system. These are locked and cannot be viewed in full, even by administrators - only the last 4 digits are visible
Direct Debit details are stored securely by our payment processor, Stripe (not by us)

Communications

Records of correspondence with us (emails, phone calls, letters)
Support tickets and technical queries

How We Use Your Information

We use your personal data for the following purposes:

Service Provision

To set up and maintain your broadband service
To manage your account and provide customer support
To monitor network performance and usage
To troubleshoot technical issues

Billing and Payments

To process payments and manage billing
To send invoices and payment reminders
To handle outstanding debts

Communication

To respond to your queries and complaints
To send service updates and important notices
To notify you of planned maintenance or outages

Legal Compliance

To comply with legal obligations (including responding to lawful requests from authorities)
To enforce our terms and conditions

Legal Basis for Processing

We process your personal data based on:

Contract: Processing necessary to provide our service to you
Legal obligation: Compliance with telecommunications regulations and legal requests
Legitimate interests: Network management, fraud prevention, and debt recovery

Who We Share Your Data With

We do NOT sell, rent, or share your personal data with third parties for marketing purposes.

We only share your data in the following limited circumstances:

Payment Processor: We use Stripe to process Direct Debit payments. If you set up Direct Debit, your bank account details are stored securely by Stripe (not by us). Stripe's privacy policy: stripe.com/gb/privacy
Legal Requirements: We will disclose information if required by law or by lawful request from police or other authorities
Business Transfer: If we sell our business, customer data may be transferred to the new owner

How We Store Your Data

Security Measures:

All data is stored in our secure CRM/NMS system
Access is protected by two-step authentication
Only authorized staff can access customer data
Payment card details are stored in encrypted, locked format (only last 4 digits visible)
We use industry-standard security measures to protect your information

Data Retention:

Active customer data: Retained while you remain a customer
Former customer data: Generally deleted after 10 years
Outstanding debt records: Retained until debt is resolved or statute of limitations expires

Data Location:

Your data is stored on our secure server located in Germany. The server infrastructure is fully encrypted and access is restricted to authorized personnel only. No third parties have access to the data stored on our server disks.

As Germany is within the European Economic Area (EEA), your data remains subject to EU and UK GDPR protections. We maintain full control over all data stored on our systems.

Your Rights

Under UK GDPR, you have the following rights:

Right of Access

You can request a copy of all personal data we hold about you. We will provide this free of charge within one month.

Right to Rectification

If any of your data is inaccurate or incomplete, you can ask us to correct it.

Right to Erasure (Right to be Forgotten)

You can request deletion of your data in certain circumstances. However, we may need to retain some information for legal or legitimate business purposes (such as outstanding debts or legal disputes).

Right to Restrict Processing

You can ask us to limit how we use your data in certain situations.

Right to Data Portability

You can request your data in a commonly-used electronic format so you can transfer it to another provider.

Right to Object

You can object to processing based on legitimate interests.

Right to Withdraw Consent

Where we rely on consent to process your data, you can withdraw that consent at any time.

How to Exercise Your Rights:

To exercise any of these rights, please contact us:

Email: support@caravaninternet.co.uk
Phone: 01255 711 011
Post: 186 Old Road, Clacton On Sea, Essex, CO15 3LR

We will respond to your request within one month. If your request is complex, we may extend this by up to two months and will let you know.

Cookies

Our website uses only essential cookies necessary for the site to function properly. We do not use tracking or marketing cookies. You can control cookie settings in your browser.

Marketing

We do not send marketing emails or promotional materials. We only contact you regarding your service, billing, or in response to your queries.

Children's Privacy

Our services are not directed at children under 18. We do not knowingly collect data from children. If you believe we have collected information from a child, please contact us immediately.

Changes to This Policy

We may update this privacy policy from time to time. Any changes will be posted on our website with an updated 'Last Updated' date. Continued use of our service after changes means you accept the updated policy.

Complaints

If you have concerns about how we handle your personal data, please contact us first, and we will do our best to resolve the issue.

If you remain unhappy, you have the right to complain to the Information Commissioner's Office (ICO):

Information Commissioner's Office

Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Phone: 0303 123 1113

Website: ico.org.uk

Questions about this policy? Contact us at support@caravaninternet.co.uk

Privacy Policy