1. Information about us

www.townhouseth.com is a site operated by Townhouse Concierge Ltd. We are a company registered in England and Wales under company number 08460932.

We are committed to protecting and respecting your privacy. We are responsible for protecting your personal information as a “data controller” under applicable data protection legislation. If you have any queries about this policy or how we use your personal information, please contact us using the details at Contact Us.

This policy, along our Terms of Business, sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting our website you are accepting and consenting to the practices described in this policy.

Our nominated person for data protection is Alex Caujolle and their contact details are acaujolle@townhouseth.com

2. What information do we collect?

We collect personal data as defined by applicable data protection legislation (‘personal information’).

We collect information about our clients. The personal information we collect might include name, date of birth, email address, postal address, telephone number, credit or debit card details, and passport details, client’s references, private residence details, home content and maintenance related information.

We may collect personal data that you provide us about other individuals, for example:

• your family members if you ask us to provide them with any services; and
• your members of staff (for example your household staff) if you ask us to provide services on your behalf, such as making payments to them.

To the extent that you provide us with information about someone other than yourself, we rely on you to obtain their consent and to bring this privacy policy to their attention.

3. How do we collect information?

We collect information when you instruct us to provide you with bespoke concierge services.

[We may collect information that is available in the public domain, for example: newspaper or online media items, publicly available posts on LinkedIn or social media or Companies House listings.]

We record emails for quality assurance purposes.

We obtain personal information from you when you use our website, enquire about our activities, send or receive an email, ask a question or otherwise provide us with personal information.

[We may also collect technical information relating to your use of our website, including your browser type or the Internet Protocol (IP) address used to connect your computer to the internet.]

[We may also receive information about you from third parties, or from individuals or third party organisations who share our interests and may introduce you to us.]

4. Why do we collect this information?

We collect this information for the purposes set out in paragraph 5. The lawful basis for which we process your information is:

• your consent;
• processing is necessary for the performance of a contract to which you are a party. If you fail to provide this information we may be unable to perform the contract; and
• processing is necessary for compliance with our legal obligations; and
• processing is necessary for the purpose of the legitimate interest pursued by us or a third party, except where your rights as a data subject override our legitimate interest.

5. How do we use this information?

We will use your personal information:

• to provide you with services, products or information you have requested; and
• to notify you about changes to our services; as part of our efforts to keep our site safe and secure; and to ensure that content from our site is presented in the most effective manner for you and for your computer.

6. Do we share your information with anyone else?

We may need to share your personal information:

• with contractors or suppliers that we appoint according to your instructions, to the extent necessary to enable you to receive those services. For example, if you require the services of cleaners, plumbers, electricians, builders or other service providers, we may need to share your information with them in the process of appointing them and overseeing their work.
• where we procure goods or services for you (for example, household supplies, gifts or tickets for events), we may need to share your information with the supplier of those goods or services;

7. with professional services providers such as accountants, surveyors and lawyers, if you ask us to assist you with finding such services;

We may need to transfer your information within the EEA in limited circumstances, for example where you instruct us to book a flight for you. We would only do this on the basis of your informed consent or on the basis that such transfer is necessary for the performance of our contract with you.

We may also need to disclose your information if required to do so by law or as expressly permitted under applicable data protection legislation.

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

8. How long do we keep your information for?

We keep your information for no longer than is necessary, as set out in our Data Retention Policy. We will retain your information for any period required by law, for example for compliance with HMRC requirements. Where we are not under a legal obligation to retain your information, we will determine what is necessary by reference to the lawful basis for processing set out above and our legitimate interests.

If you have any questions about how long we keep your information, please write to use at info@townhouseth.com

9. How do we protect personal information?

We take appropriate technical and organisational measures to ensure that the information disclosed to us is kept secure, accurate and up to date and kept only for so long as is necessary for the purposes for which it is used. We protect your information in accordance with our IT security policy. We protect your information in accordance with ISO27001.

You should be aware that the use of the Internet is not entirely secure and although we will do our best to protect your personal data we cannot guarantee the security or integrity of any personal information which is transferred from you or to you via the Internet. Any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features such as encryption to try to prevent unauthorised access.

10. Your Rights

You have a right to ask us to confirm whether we are processing information about you, and to request access to this information (‘right of access’).

You may ask us, or we may ask you, to rectify information you or we think is inaccurate, and you may also ask us to remove information which is inaccurate or complete information which is incomplete (‘right to rectification’). If you inform us that your personal data is inaccurate, we will inform relevant third parties with whom we have shared your data so they may update their own records.

We want to ensure that your personal information is accurate and up to date. If any of the information that you have provided us with changes, for example if you change your email address, name, payment details, or if you wish to cancel your registration, please let us know using the contact details at the end of this policy.

You have a right to obtain your personal data from us and reuse it for your own purposes, perhaps for another service, without hindering the usability of the data (‘right of portability’). This right does not apply where processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in us.

You have a right to seek the erasure of your data (often referred to as the ‘right to be forgotten’). You may wish to exercise this right for any reason, for example where it is no longer necessary for us to continue holding or processing your personal data you may withdraw your consent. You should note that we are entitled to and reserve the right to retain your data for statistical purposes. This right is not absolute, as we may need to continue processing this information, for example, to comply with our legal obligations, or for reasons of public interest.

You may withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

You have a right to ask us to restrict our processing of your information (‘right to restriction’) if:

• you contest its accuracy and we need to verify whether it is accurate
• the processing is unlawful and you ask us to restrict use of it instead of erasing it
• we no longer need the information for the purpose of processing, but you need it to establish or defend legal claims
• you have objected to processing of your information being necessary for the performance of a task carried out in the public interest, or for the purposes of our legitimate interests. The restriction would apply while we carry out a balancing act between your rights and our legitimate interests.
• you exercise your right to restrict processing, we would still need to process your information for the purpose of exercising or defending legal claims, protecting the rights of another person or for public interest reasons.

You have a right to prevent us from processing your data for the purposes of marketing.

If you would like to exercise any of your rights above, please let us know using the contact details at the end of this policy. We will act in accordance with your instructions as soon as reasonably possible and there will be no charge.

You have a right to report any of your concerns about our use of your data to the Information

Commissioner’s Office. You may do so by calling their helpline at 0303 123 1113.

11. Cookies

11.1 Cookies are text files containing small amounts of information which are downloaded to your device when you visit a website.

11.2 Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.

11.3 You can enable or disable cookies and location services when you use our Service at any time, through your device settings. However, if you do so, you may not be able to use some portions of our service.

11.4 We use cookies for the following purposes:

11.5 To enable certain functions of the Service

11.6 To provide analytics

11.7 To store your preferences

Essential cookies

We may use essential cookies to authenticate users and prevent fraudulent use of user accounts.

Preferences cookies

We may use preferences cookies to remember information that changes the way the Service behaves or looks, such as the “remember me” functionality of a registered user or a user’s language preference.

Analytics cookies

We may use analytics cookies to track information on how the Service is used so that we can make improvements. We may also use analytics cookies to test new advertisements, pages, features or new functionality of the Service to see how our users react to them.

Third-party cookies

In addition to our own cookies, we may also use various third-parties cookies to report usage statistics of the Service, deliver advertisements on and through the Service, and so on

12. Changes to this policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy. By continuing to use our website you will be deemed to have accepted such changes.

This Privacy Policy was last amended in June 2024

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