The Watch Lab Holdings Ltd (Registration No. 11640971)
To help us provide the best possible service, we capture personal information about you but we respect and protect your privacy and do all we can to honour the trust you place in us by being transparent about what personal information we collect and how we use it, vowing to handle your data fairly and lawfully at all times.
We are The Watch Lab Holdings Limited, t/a The WATCH Lab, Timpson House, Claverton Road, Wythenshawe M23 9TT
Company No: 11640971 and we are a Data Controller registered with the UK Information Commissioner’s Office with registration number ZA 477654.
Our Data Protection Officer is contactable via dpo@thewatchlab.co.uk
This notice is to inform you about how we collect and protect any personal information you provide to us and how you can control what personal information we collect from you and what we do with it. It sets out how we intend to use your information, who we will share it with and what rights you have about use of your information.
This notice applies to all our activities and however you provide personal information to us, whether you visit us online at our websites or visit our stores or contact us via social media or whether you telephone, email, write to or text us.
Here we provide you with details about:
– what personal information we collect;
– how we use your personal information;
– information about cookies;
– who we share your personal information with;
– the legal basis for using personal information provided to us;
– how we aim to protect your privacy;
– how long we will keep your personal information;
– international transfers of your information;
– your legal rights relating to your personal information.
WHAT PERSONAL DATA DO WE COLLECT?
We may collect the following information about you:
– your name, age/date of birth and gender;
– your contact details: postal address including billing and delivery addresses, telephone numbers (including mobile numbers) and e-mail address;
– purchases and orders made by you;
-your social media handles;
– your online browsing activities on any of our websites including what items you store in your shopping bag;
– your password(s);
-information about the device you use to browse our websites including the IP address and the device type;
– when you make a purchase or place an order with us, your payment card details;
– your communication and marketing preferences;
– your interests, preferences, feedback and competition and survey responses;
– your location;
– your correspondence and communications with us; and
– other publicly available personal data, including any which you have shared via a public platform (such as Instagram, YouTube, Twitter or public Facebook page).
This list is not exhaustive and, in specific instances, we may need to collect additional data for the purposes set out in this Notice. Some personal data are collected directly, for example when you set up an online account on our websites, or send an email to our Customer Relations team. Other personal data are collected indirectly, for example, when you browse our websites or undertake online shopping activity. We may also collect personal data from third parties who have your consent to pass your details to us, or from publicly available sources.
We may anonymise and aggregate personal data for insight and research but this will not identify anyone.
Our websites are is not intended for children and we do not knowingly collect data relating to children.
HOW WE USE YOUR DATA
General
The Watch Lab Holdings Limited and trusted partners acting on our behalf) use your personal data:
– to provide goods and services to you;
– to make a tailored website available to you;
– to manage any account(s) you hold with us;
– to verify your identity;
– for crime and fraud prevention, detection and related purposes;
– to contact you electronically about promotional offers, events, products and services which we think may interest you;
– for analysis, insight and market research purposes to better understand your needs and ensure we are giving you what you like;
– to administer competitions and identify and contact competition winners;
– to enable us to manage customer service interactions with you; and
– where we have a legal right or duty to use or disclose your information (for example in relation to an investigation by a public authority or in a legal dispute).
Marketing
The Watch Lab Holdings Limited use your personal data for marketing purposes and may send you postal mail, texts and/or emails to update you on our latest offers and events.
We aim to update you about products and services of interest and relevance to you as an individual.
You have the right to opt out of receiving promotional communications at any time, by:
contacting our Customer Relations team via email to customer.relations@thewatchlab.co.uk or by post to The Watch Lab Holdings Limited
t/a The WATCH Lab,Timpson House, Claverton Road, Wythenshawe M23 9TT United Kingdom ; or making use of the simple “unsubscribe” link in our emails or the “STOP” number for texts; and/or contacting our Data Protection Officer to indicate that you wish to change your marketing preferences by emailing dpo@thewatchlab.co.uk or by post to The Data Protection Officer, The Watch Lab Holdings Limited
t/a The WATCH Lab, Timpson House, Claverton Road, Wythenshawe M23 9TT, United Kingdom;
This may not stop service messages such as order updates.
Personalisation and Automated Decision Making
In order to improve your shopping experience with us, when you visit our websites, you may receive personalised banner advertisements whilst browsing websites of other companies. Any banner advertisements you see will relate to your browsing activity on our websites from your computer or other devices.
These advertisements are provided by us via external market leading specialist providers using ‘cookies’ placed on your computer or other devices (see further information on the use of cookies in our Cookie Policy). You can remove or disable cookies at any time.
We may collect data directly from you, as well as analysing your browsing and purchasing activity, both online and in store, and your responses to marketing communications. The results of this analysis, together with other demographic data, allow us to ensure that we contact you with information on products, services, events and offers that are relevant to you. To do so, we use software and other technology (automated decision-making including profiling).
We may do this to decide what marketing communications are suitable for you and this activity is based on our legitimate interests to develop and improve our products and services for you.
You have the right to opt out of any automated decision-making processes including profiling at any time by:
contacting our Customer Relations team via email customer.relations@thewatchlab.co.uk or by telephone on [0161 946 6200 ] or post to Customer Relations, The Watch Lab Holdings Limited, t/a The WATCH Lab, Timpson House, Claverton Road, Wythenshawe M23 9TT United Kingdom; or contacting our Data Protection Officer to indicate that you wish to change your marketing preferences by emailing dpo@thewatchlab.co.uk or by post to The Data Protection Officer, The Watch Lab Holdings Limited, t/a The WATCH Lab, Timpson House, Claverton Road, Wythenshawe M23 9TT United Kingdom;
In order to provide more personalised services and experiences, we may also ask your permission to review third party data about you, for example, your Twitter or Facebook feeds, to get to know you better and to provide more effective personalisation. Some of our services enable you to sign-in via a third party service, such as Facebook. If you choose to sign-in via a third party app, you will be presented with a dialog box which will ask your permission to allow us to access your personal information (e.g. your full name, date of birth, email address and any other information you have made publicly accessible).
What Are Cookies
As is common practice with almost all professional websites this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or ‘break’ certain elements of the sites functionality.
For more general information on cookies see the Wikipedia article on HTTP Cookies.
How We Use Cookies
We use cookies for a variety of reasons detailed below. Unfortunately in most cases there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use.
Disabling Cookies
You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of the this site. Therefore it is recommended that you do not disable cookies.
The Cookies We Set
- Account related cookies
If you create an account with us then we will use cookies for the management of the signup process and general administration. These cookies will usually be deleted when you log out however in some cases they may remain afterwards to remember your site preferences when logged out.
- Login related cookies
We use cookies when you are logged in so that we can remember this fact. This prevents you from having to log in every single time you visit a new page. These cookies are typically removed or cleared when you log out to ensure that you can only access restricted features and areas when logged in.
- Orders processing related cookies
This site offers e-commerce or payment facilities and some cookies are essential to ensure that your order is remembered between pages so that we can process it properly.
- Forms related cookies
When you submit data to through a form such as those found on contact pages or comment forms cookies may be set to remember your user details for future correspondence.
Third Party Cookies
In some special cases we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.
- This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.
For more information on Google Analytics cookies, see the official Google Analytics page.
- As we sell products it’s important for us to understand statistics about how many of the visitors to our site actually make a purchase and as such this is the kind of data that these cookies will track. This is important to you as it means that we can accurately make business predictions that allow us to monitor our advertising and product costs to ensure the best possible price.
More Information
However if you are still looking for more information then you can contact us through one of our preferred contact methods:
Privacy
SHARING DATA WITH THIRD PARTIES
We will never sell or rent your personal information to other organisations for marketing purposes.
We will not disclose your personal information to any third party, except for those referred to below.
We may share your data with:
-other companies within our group;
– purchasers, investors, funders and advisers if we sell our business or assets or restructure whether by merger, re-organisation or otherwise;
-our legal and other professional advisers, including our auditors;
– credit reference agencies where necessary for card payments;
– governmental bodies, regulators, law enforcement agencies, courts/tribunals and insurers where we are required to do so:-
– to comply with our legal obligations and/or the administration of justice;
– to exercise our legal rights (for example in court cases);
– for the prevention, detection, investigation of crime or prosecution of offenders; and
– for the protection of our employees and customers.
– our service providers and suppliers.
In order to make certain services available to you, we have partnered with certain trusted third parties including IT, mailing, payment services, delivery and marketing service providers. We may need to share your personal information with some of our service partners. We only allow our service providers to handle your personal information when they have confirmed that they apply appropriate data protection and security controls. We also impose contractual obligations on service providers relating to data protection and security, which mean they can only use your information to provide services to us and to you, and for no other purposes.
Please see here for the types of service providers with whom we share personal data
Type of External Service Provider
Reason For Sharing Your Information
Database Administrators
Administration of our Marketing databases
Mailing Houses
Delivery of Postal Mailings
Electronic Mail Administrators
Delivery of email campaigns including electronic newsletters and administration of on-line competitions
Couriers and Logistics service providers
Goods delivery
Software Providers
Administration of sales and returns
Marketing Consultancies and Advertising Services Providers
Analysis of marketing data and customer insight for the development and administration of marketing campaigns
Delivery of offers, promotions and other marketing campaigns
Website tracking to assist with personalising your on-line buying experience
Facilitate customer product and service reviews
Insurers
Provision of insurance cover on products purchased from us
Finance Companies
Provision of interest free and interest-bearing credit for our customers
Watch Manufacturers
Administration of Guarantees and Repairs
Call recording providers
Call recording to facilitate Customer Care, administration of enquiries and complaints and facilitate telephone orders and order fulfilment for the Watchshop website
Insurance Claims and repair handlers
Facilitate certain types of insurance claim administration
Electronic platform providers
To create on-line accounts, to fulfil website orders and electronic newsletter distribution
Email Administrators
Provision of email system
Live Engagement Platform Providers
Delivery of Live Chat environment
App developer
Delivery of Customer chat app called Akin
Payment Service Providers
Website payment services
Website Hosting Service providers
Administration of our websites, fulfilment of on-line orders and electronic marketing campaigns
Order fulfilment providers
Facilitate fulfilment of orders on websites and customer care
Electronic Repair administrators
Repair processing and workshop administration
Facilitating watch repairs by post, Facilitating communications with our repair services
Document Disposal Managers
Document disposal
The Watch Lab Holdings Limited has partnered with certain trusted third parties to make additional products and services available to you online through the relevant third party’s “microsite”. These websites, and others linked to from our websites are owned and operated by a third party and they are responsible for processing personal data in accordance with their own privacy policies. These are:
LEGAL BASIS FOR USING DATA
We are required to set out the legal basis for our ‘processing’ of your personal data.
We collect and use customers’ personal data:
as necessary to perform our contract with you
– for the purposes of complying with our duties and exercising our rights under contracts for the sale of goods or services to customers; or
as necessary for the pursuit of our legitimate interests including:-
– selling and supplying goods and services to our customers;
– promoting, marketing and advertising our products and services;
– sending promotional communications which are relevant and tailored to individual customers (including administering loyalty schemes);
– to administer competitions and promotions and identify and contact competition winners;
– understanding our customers’ behaviour, activities, preferences, and needs;
– improving existing products and services and developing new products and services;
– protecting customers, employees and other individuals and maintaining their safety, health and welfare;
– good governance, accounting and managing and our operations and complying with our legal obligations;
– preventing, investigating and detecting crime, fraud or anti-social behaviour and prosecuting offenders, including working with law enforcement agencies;
– handling customer contacts, queries, complaints or disputes;
– managing insurance claims by customers;
– protecting our company, its employees and customers, by taking appropriate legal action against third parties who have committed criminal acts or are in breach of legal obligations to us;
– handling any legal claims or regulatory enforcement actions taken against us; and
– fulfilling our duties to our customers, colleagues, shareholders and other stakeholders or
(3) as necessary for complying with our legal obligations including
-where you exercise your rights under data protection laws;
– for compliance with legal and regulatory requirements; or
– to establish or defend our legal rights; or
(4) based on your consent
You have the right to withdraw consent at any time. Where consent is the only legal basis for processing your personal data, we will cease to process your personal data for that purpose after consent is withdrawn.
HOW WE PROTECT YOUR DATA
Our controls
The Watch Lab Holdings Limited is committed to keeping your personal data safe and secure.
Our security measures include: –
– encryption of data;
– regular cyber security assessments of all service providers who may handle your personal data;
– regular planning to ensure we are ready to respond to cyber security attacks and data security incidents;
– daily penetration testing of systems;
– security controls which protect the our IT systems infrastructure and our premises from external attack and unauthorised access; and
– internal policies setting out our data security rules for our personnel
– regular training for our employees.
WHAT YOU CAN DO TO HELP PROTECT YOUR DATA
You should always be cautious when sharing your personal data. No one from our company will ever ask you to confirm any bank account or credit card details via email. If you receive an email claiming to be from The Watch Lab Holdings Limited asking you to do so, please ignore it and do not respond.
If you are using a computing device in a public location, we recommend that you always log out and close the website browser when you complete an online session.
In addition, we recommend that you take the following security measures to enhance your online safety: –
– keep your account passwords private because anyone who knows your password may access your account or be compromised if your account is accessed without authority.
– when creating a password, use a difficult word/number combination of at least 8 characters and something that is not easily guessed by hackers such as dictionary words, your name, email address, or other personal data that can be easily obtained. Also, frequently change your password. You can do this accessing your account, clicking ‘your account’, clicking ‘your data’ and selecting ‘change password’.
– avoid using the same password for different online accounts.
HOW LONG WE KEEP YOUR DATA
We will not retain your data for longer than necessary for the purposes set out in this Notice. Different retention periods apply for different types of information, and our Data Retention Policy sets out the length of time we will usually retain personal data and where these default periods might be changed.
In summary, various laws, accounting and regulatory requirements applicable to us require us to retain certain records for specific amounts of time. In relation to your personal data, we will hold this only for so long as we require that personal data for legal or regulatory reasons or for legitimate organisational purposes and we will not keep your data for longer than is necessary for the purposes for which we collect them.
For more detail on typical retention periods please click here
Record Retention Periods
Record
Type of Personal Data
Retention Period
Contracts with Suppliers
Names
10 years after expiry
Supplier details
Names addresses email addresses
Telephone numbers
Permanently
Rental and hire purchase agreements
Names
10 years after expiry
Payment Services agreements
Names
10 years after expiry
Cookies
Web tracking information including IP addresses
5 years
Customer Deposits
Names
Permanently
Contracts with Customers
Names addresses
Telephone numbers
Transactional details
10 years from date of transaction
For “By Appointment” Permanently
Contracts with Customers – bank transfers
Names addresses
Telephone numbers
Bank and Branch
14 days
Contracts with Customers – waiting lists
Names and products
Until Purchase or as long as customer requires
Contracts with Customers – Pre-Owned Watches
Names addresses, age and product
3 years
Contracts with Customers
Email addresses
Website emails
7years
Customer care emails 7 years
Store support emails 2 years
Customer complaints
Names Addresses telephone numbers email addresses
7 years
Interest Free Credit applications
Customer emails, names, addresses, dates of birth, marital status, employment details, financial details such as income and major outgoings, bank account details
14 days
Interest Bearing Credit Applications
Customer emails, names, addresses, dates of birth, marital status, employment details, financial details such as income and major outgoings, bank account details
14 Days
Promotional Materials
Names and Customer images
3 years
Customer listings for Promotional communications
Names and Addresses, email addresses
30 days
Marketing Databases
Names and Addresses, email addresses
15 years
Social Media communications
Names addresses
Email addresses transactional data hobbies interests payment reference
Permanently
Product and Service Reviews by Customers
Names, emails and products services purchased
Personal Data: 12 months
Review Content: permanently
Records of Administration of Watch and Jewellery insurance Claims for Insurance Companies
Names addresses telephone numbers email addresses insurance policy number, item claimed for , call recordings
Bank Sort Code details
Permanently
Mappin & Webb Care, Goldsmiths Care and Watches of Switzerland Protection
Names addresses telephone numbers email addresses insurance policy number, item claimed for , call recordings
Permanently
Call recordings
Telephone numbers
Call recordings
28 days
Repair Records with Watches of Switzerland, Goldsmiths and Mappin & Webb
Names, addresses and watch and damage/repair details, watch photo
Contact details
Repair reference number and guarantee number
Permanently
Repair Records with The Watch lab
Names, addresses and watch and damage/repair details
7 years
Customer Live Chat Forum
Voice recordings images and messaging
Mobile App – Akin
Names, mobile phone numbers
CCTV
Images of Attendees at our premises
As long as required for security purposes
Visitor Records
Names and Images of Attendees at our premises
As long as required for security purposes
Automatic Number Plate Recognition System
Vehicle Registration Plates of Visitors, suppliers and other attendees at our HQ
As long as required for security purposes
INTERNATIONAL TRANSFERS
To deliver products and services to you, it is sometimes necessary to share your personal information outside of the European Economic Area (the EEA). This will typically occur when service providers are located outside the EEA or if you are based outside the EEA. These transfers are subject to special rules under data protection laws.
If we transfer your personal information outside the EEA, we will ensure that the transfer will be compliant with data protection law and all personal data will be secure. Our standard practice is to assess the laws and practices of the destination country and relevant service provider and the security measures that are to be taken as regards the data in the overseas location; Alternatively, we use standard data protection clauses.
YOUR RIGHTS
You have the following rights:
-the right to be informed about our processing of your personal data which is the aim of this Notice;
– the right to request access to personal data that we hold about you at any time;
– the right to ask us to update and correct any out-of-date or incorrect personal data that we hold about you;
– the right to object to processing of your personal data and/or to withdraw any consent you have given us and to opt out of any marketing communications that we may send you.
– the right to prevent processing that is likely to cause damage or distress to you or anyone else;
– the certain rights in relation to automated decision-making processes including the right to object to profiling;
– the right to request that we erase or destroy your personal data in certain circumstances (the right to be forgotten) for example when the data are no longer necessary for the purpose for which we collected them;
– the right to have your personal data provided to you by us in a structured, commonly used and machine-readable format and the right to have that data transmitted to another data controller. This is known as the right to data portability.
If you wish to exercise any of the above rights, you can always:
Email us at either dpo@the watchlab.co.uk or customer.relations@thewatchlab.co.uk
contact us by post to either Customer Relations or the Data Protection Officer, The Watch Lab Holdings Limited, t/a The WATCH Lab, Timpson House, Claverton Road, Wythenshawe M23 9TT
You have the right to lodge a complaint with the Information Commissioner’s Office at Wycliffe House, Water Lane, Wilmslow SK9 5AF, United Kingdom if you believe we have not handled your personal data in accordance with the law. Further information, including contact details, is available at https://ico.org.uk.
