Privacy Policy

Stuart Mobility Limited is a retail company specialising in rise and recline chairs, healthcare chairs and accessories. The company, registered in England and Wales, registration number 09595130 and registered office in Burton upon Trent, Staffordshire.

This privacy policy explains how and why Stuart Mobility Limited uses your personal data. In this policy, when we talk about personal data we mean any information that relates to an identifiable person – in this case, you the customer.

When we use terms such as “we”, “us” and “our” in this policy, we mean Stuart Mobility Limited.

This policy has been written to let you know what information we collect from you when you have dealings with our website and our retail environment. This policy ensures that when we collect information from you, we do so in a way that does not infringe your right to privacy and that we comply with all data protection laws. Stuart Mobility is responsible for making sure that your personal data is used in accordance with applicable data protection laws and we are required by law to give you the information in this policy.

What information do we gather and why?

When you purchase a product from Stuart Mobility in-store, on the phone, eBay store or online on our website or arrange a repair or annual service of equipment (purchased from us or not) we will ask for your full name and title, full address, email and contact numbers including landline and mobile. We may also ask for contact information for your carer, support worker, health visitor or other health professional to help us provide the correct service. Occasionally we may need to ask about your health condition and/or weight so the correct chair can be prescribed.

This information is usually supplied by you directly, but we also obtain information from your friends, relatives or a third party, such as a health professional, where they are acting on your behalf. This is always done with your knowledge and consent.

When you buy a product or service from us and claim VAT exemption, we are required to collect additional information such as a signature and the nature of your health condition, this is a requirement of HMRC to verify that you are eligible for VAT exemption. Please be assured that we do not share your personal details with any other company without your consent unless we are legally required to do so. The information you provide to us for this purpose is kept securely in paper form only and is not stored digitally. We rely on your consent to do this and to comply with tax legislation. You may decline to give us this information, but this would mean that we would be required to charge VAT on your purchase.

At the time of purchase, you may choose to purchase insurance or warranty from one of our partners, Mark Bates Ltd (Premier Care) or HomeServe (Staingard). If you do so, we will pass on details of your purchase to them and may in the future need to discuss your policy with them. This allows us to provide you with after-sales service and is done with your consent.

Data of visitors to our premises and people passing nearby

We have a doorbell which is equipped with a CCTV camera, supplied by Ring LLC. This records images of anyone visiting our shop and people passing nearby. When people ring our doorbell, it allows us to converse with them to establish the reason for their visit so that we can help them or assist them in making a delivery. When this happens, these conversations are also recorded. The purpose of the images and audio recordings are to assist us in monitoring the visitors to the shop; to assist with deliveries when no-one is present; and to assist with crime detection.

We would not normally share these recordings with anyone unless they are required for crime detection purposes when we would share them with police officers who demonstrate appropriate authority.
The images and recordings are deleted after 30 days unless we need to keep them longer as evidence of criminal activity.

Where we store our data

All our customer data is stored in the Capsule CRM system, provided by Zestia. The data is hosted on servers located in the US by AWS (Amazon Web Servers). Image and voice recordings from our doorbell are also stored on AWS servers. Zestia (Capsule), Ring LLC and AWS are all subscribed to Privacy Shield security standards which protects personal data transferred from the UK to the US.

You can read more details about how Zestia comply with UK data protection legislation here.
Paper copies of invoices and VAT forms are stored at our own retail premises in the UK. This information is never transferred outside the UK and is always stored securely.

If you converse with us using Facebook, Twitter and WhatsApp details of our conversations will be stored in our related accounts.

How long do we keep your data?

All our customer sales records have to be kept for 6 years to comply with Government VAT regulations. After this period of time and provided there is no outstanding warranty term on your items then the records will be destroyed both electronically and in paper format.

How we keep your data secure?

Our website uses a Secure Sockets Layer (SSL) protocol throughout to securely encrypt and transmit the data submitted. We also ensure that the technologies our website uses are up-to-date and that our website is safe from potential security vulnerabilities. Customer data in the Capsule CRM system, and image and voice recordings from the Ring doorbell are hosted on AWS (Amazon Web Servers), a global leader in Infrastructure as a Service (IaaS). Amazon take physical and network security seriously. More details on AWS security can be found on the AWS Compliance website and you can read more about the specifics of their approach here.

Computers in our UK premises have anti-virus and firewall protection. All paper files are kept in a locked filling cabinet and a locked store room at our retail premise. No files are removed from the retail premises.

Sharing/disclosure of data

When a purchase or enquiry is made, data may be passed on to external suppliers in order to fulfil the order. All of our external suppliers are bound by contractual terms to ensure that the data we pass onto them is used solely for the purpose of fulfilling the order that we have passed onto them, nothing more.

At your request, we will share your data with your advisers, solicitors and health professionals, in which case the data will be used by those parties according to their own privacy notices.

As part of delivering our products and services to you, we will share your personal data with carefully chosen Third Party Processors and Partners who carry out a number of services on our behalf. Should you wish to obtain a list of our latest Third Party Processors and Partners, you can request this at any time by contacting us by using the contact us page on our website.

We will never give away or sell your data to third parties.

Your rights to control your personal information

Under UK Data Protection legislation you have rights about how your personal data is used:

  • You may request a copy of the personal data that we store about you
  • If you think that information about you which we hold is incorrect or misleading you have the right to have the information corrected provided you can demonstrate that it is incorrect.
  • You can also request the erasure of personal data relating to you in certain circumstances, where we do not require it to meet a legal obligation.
  • You can request access to or restriction of processing so that your records are maintained beyond our usual retention period.
  • You have the right to object to processing on the grounds that it causes you damage or distress
  • You have the right to take away a copy of your personal data in electronic format in certain circumstances.
  • You have the right to withdraw your consent to our using your personal data where we are relying on your consent for the processing.

To exercise any of these rights, please send us a message or alternatively write to Justina Nurse, Stuart Mobility Limited, Units 10 & 11, Windsor Industrial Estate, Hawkins Lane, Burton upon Trent, DE14 1QF.
If you are unhappy about the way we use your personal data or the way in which we respond to your request to exercise your data protection rights, you may contact us at the above address, but you also have the right to lodge a complaint with a supervisory authority, the Information Commissioner at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Contacting Us

If you contact us by email or via the contact us page on our website, we keep these emails securely on our server only for as long as is necessary to satisfy your query. If you contact us by phone we do not record any telephone conversations. If you purchase a chair, we will call you towards the end of the first anniversary of your purchase to remind you that the chair is due for servicing. When you purchase this equipment, we will ask you if you wish to receive this kind of contact from us.

Social Media Contact

You can also get in touch with us on social media. We sometimes use Facebook, WhatsApp, and Twitter to speak to customers. While we don’t have access to any of your personal information when you speak to us this way, you may wish to view the Facebook, Twitter and WhatsApp privacy policy to review their terms.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Changes to this policy

From time to time, our privacy policy may change. A data measures risk assessment will be conduct annually or when necessary. We will post any changes to the policy on this page and we recommend that you check this page for any changes.

Cookie Policy

Effective Date: 09-Feb-2023
Last Updated: 09-Feb-2023

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