Privacy & Cookie Policy

This privacy notice explains how Easy Care Solutions UK Ltd collects, uses, shares and protects your personal data when you visit www.easycaresolutions.co.uk, buy from us, contact us, or otherwise interact with us. It is provided for your information — you are not required to agree to it simply by using our website.

1Who we are

Easy Care Solutions is a trading name of Easy Care Solutions UK Ltd, a company registered in England & Wales. We are the “controller” responsible for your personal data.

If you have any questions about this notice or about how we handle your personal data, please contact us using the details above.

2Personal data we collect

Depending on how you use our website and services, we may collect the following categories of personal data:

• Identity & contact data – name, delivery and billing addresses, email address and telephone number.
• Account data – your username, password (stored in encrypted form) and account preferences.
• Order & transaction data – products you buy, order history, delivery details, invoices, subscription details, returns and refunds.
• Payment data – payments are processed by our payment provider. We do not store your full card details; we receive confirmation of payment and limited information such as the last four digits and card type.
• VAT relief & eligibility data – where you claim VAT relief, the declaration you make and the medical condition or disability you state as the basis for that relief.
• Health & special category data – because many of our products relate to continence and personal care, information you give us (for example when requesting product advice, completing a VAT relief declaration, or contacting customer support) may reveal information about your health or a disability. This is “special category” data and we treat it with additional care (see section 5).
• Communications data – messages you send us by email, contact form, telephone or review, and our replies.
• Marketing & consent data – your marketing preferences and the consents you have given or withdrawn.
• Technical & usage data – IP address, device and browser information, and how you use our website, collected largely through cookies and similar technologies (see section 7).

3How we collect your personal data

• Directly from you – when you create an account, place an order, claim VAT relief, subscribe to marketing, contact us, or leave a review.
• Automatically – through cookies and similar technologies as you use our website (see section 7).
• From third parties – for example our payment provider (confirmation of payment), delivery partners (delivery status), and our review platform.

4How and why we use your personal data

We only use your personal data where the law allows us to. The table below sets out what we use it for, the data involved, and our lawful basis under the UK GDPR.

5Health, disability and VAT relief information

Some of our products are designed for people managing continence or other personal care needs. As a result, information you give us may relate to your health or a disability – for example when you:

• ask us for advice about continence or care products;
• complete a VAT relief or exemption declaration based on a chronic illness or disability;
• tell us about a medical condition when contacting customer support.

This is “special category” data, which receives extra protection under the law. Where we process it, we rely on one or more of the following conditions in addition to a lawful basis in section 4:

• Your explicit consent, where you have chosen to share health information with us (for example to receive product advice); and/or
• Reasons of substantial public interest and compliance with our legal obligations, where the information is needed to administer VAT relief in line with HMRC requirements.

We only collect health-related information where it is necessary, we restrict access to staff who need it, and we store it securely. You can ask us to stop processing this information at any time, although this may mean we can no longer provide certain advice or VAT relief.

6Marketing communications

We will only send you marketing emails where you have asked us to, or where you are an existing customer and we are contacting you about similar products (the “soft opt-in”), and where you have not opted out.

• Any marketing opt-in is kept separate from your acceptance of our terms and privacy notice, and marketing boxes are never pre-ticked.
• We will always tell you what you are signing up to receive.
• Every marketing email contains an unsubscribe link, and you can also change your preferences in your account or by contacting us.
• If you unsubscribe, we add you to a suppression list so that we do not contact you again by mistake.
• Service messages (such as order confirmations and delivery updates) are not marketing and will still be sent as part of fulfilling your order.

You have the right to object to direct marketing at any time.

7Cookies and similar technologies

We use cookies and similar technologies to run our website, remember your basket and preferences, understand how the site is used, and support our marketing. Some cookies are strictly necessary for the website to work; others are optional and are only used where permitted. Full details, including the cookies we use and how to control them, are set out in our Cookie Policy below.

8Sharing your personal data

We do not sell your personal data. We share it only where necessary, with the following categories of recipient, who are required to keep it secure and to use it only for the purposes we specify:

• Payment providers – Stripe, to process card payments securely.
• Delivery & fulfilment partners – our order-management system (Linnworks) and couriers such as DPD, to pick, pack and deliver your order.
• Email & marketing platforms – Mailchimp, to send newsletters and marketing emails where you have opted in.
• Analytics providers – Google (Google Analytics and Google Tag Manager) and Microsoft (Clarity), to understand how our website is used.
• Advertising platforms – Google Ads, to measure and improve our advertising.
• Review platform – Trustpilot, to invite and display customer reviews.
• Hosting, security & technical providers – our website hosting provider, Cloudflare (content delivery and security), Sentry (error monitoring), and our website developer, SEO Moves, for maintenance and support.
• Professional advisers – our accountants, IT support and, where necessary, legal advisers.
• Regulators and authorities – where we are required to share data to comply with the law, such as HMRC.

9International transfers

We aim to keep your personal data within the UK. However, some of our providers (for example certain analytics, advertising, email and hosting services) may process data outside the UK, including in the United States. Where this happens, we make sure appropriate safeguards are in place, such as UK ‘adequacy’ regulations, the UK extension to the EU-US Data Privacy Framework, or the International Data Transfer Agreement / Addendum with Standard Contractual Clauses. You can ask us for more information about these safeguards using the contact details in section 1.

10How long we keep your personal data

We keep your personal data only for as long as we need it for the purposes set out in this notice, and to meet our legal obligations. The table below sets out our typical retention periods.

11Security

We take appropriate technical and organisational measures to keep your personal data secure, including encryption of data in transit (HTTPS), restricted staff access, secure hosting, and processing payments through a PCI-DSS compliant payment provider. While no online service can be completely secure, we work to protect your information and to detect and respond to any breaches.

12Your rights

Under UK data protection law you have the following rights:

• Access – to ask for a copy of the personal data we hold about you.
• Rectification – to have inaccurate or incomplete data corrected.
• Erasure – to ask us to delete your data in certain circumstances.
• Restriction – to ask us to limit how we use your data in certain circumstances.
• Objection – to object to processing based on our legitimate interests, and to object to direct marketing at any time.
• Portability – to receive certain data in a portable format, or have it sent to another provider.
• Withdraw consent – where we rely on your consent, you can withdraw it at any time (see section 13).
• Rights relating to automated decision-making – see section 14.

To exercise any of these rights, please contact us using the details in section 1. We will respond within one month. Exercising your rights is free of charge, and we will not treat you any differently for doing so.

13Withdrawing consent

Where we rely on your consent to process your personal data – for example for marketing emails, optional cookies, or the sharing of health information – you can withdraw that consent at any time. You can do this by using the unsubscribe link in our emails, changing your cookie preferences, updating your account settings, or contacting us. Withdrawing consent does not affect any processing we carried out before you withdrew it.

14Automated decision-making and profiling

We do not make decisions that produce legal or similarly significant effects about you based solely on automated processing. We use limited analytics and advertising tools to understand and improve our website and marketing, but these are not used to make significant decisions about you without human involvement.

15If you do not provide personal data

Where we need personal data to enter into or perform a contract with you (for example to process and deliver an order, or to administer VAT relief) and you do not provide it, we may not be able to provide the product or service you have requested.

16Children

Our website and products are intended for adults. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us and we will delete it.

17Links to other websites

Our website may contain links to other websites that we do not operate. This notice does not apply to those websites, and we are not responsible for their content or privacy practices. We encourage you to read the privacy notice of every website you visit.

18Complaints

If you have a concern about how we handle your personal data, please contact us first using the details in section 1 so we can try to put things right. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK regulator for data protection:

19Changes to this policy

We may update this privacy and cookie policy from time to time. When we do, we will change the “Last updated” date at the top of this page. Please check this page periodically to stay informed about how we protect your personal data.

Cookie Policy

This Cookie Policy explains what cookies are, which cookies we use, and how you can manage them. It forms part of our privacy notice above.

What are cookies?

Cookies are small text files that a website places on your device to make the site work, to remember your choices, and to collect information about how the site is used. We also use similar technologies such as pixels and local storage, which we refer to collectively as “cookies” in this policy.

Categories of cookies we use

• Strictly necessary – needed for the website to work, for example to keep you logged in, remember your basket and protect against fraud. These do not require consent.
• Analytics – help us understand how visitors use our website so we can improve it. Set only with your consent.
• Functionality – remember choices you make to improve your experience.
• Marketing / advertising – used to measure and improve our advertising. Set only with your consent.
• Security – help protect our website and detect malicious activity.

Cookies used on this website

The table below lists the main cookies and similar technologies we use. Cookie names and durations set by third parties can change from time to time.

Managing your cookies

You can review or change your cookie choices at any time using the button below, which reopens our cookie preferences panel:

Manage cookie preferences

You can also control or delete cookies through your browser settings – most browsers let you refuse or remove cookies, though some features of our website may not work correctly if you do. For more information about cookies and how to manage them, visit www.aboutcookies.org.

Third parties named above may also set their own cookies. You can find out more, and opt out, through those providers’ own privacy and cookie tools – for example Google’s ad settings and the Google Analytics opt-out browser add-on.