QUEST TACKLE – PRIVACY POLICY

Quest Tackle respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what personal information we collect, how and why we use it, who we may share it with, how long we keep it and the rights you have in relation to your personal information.

This policy applies when you:

  • visit the Quest Tackle website;
  • purchase products from us;
  • create or use a customer account;
  • contact our Customer Services team;
  • sign up to receive marketing communications;
  • participate in promotions, competitions or surveys; or
  • otherwise interact with Quest Tackle.

1. WHO WE ARE

For the purposes of applicable UK data-protection law, Quest Tackle is responsible for deciding how and why your personal information is processed.

You can contact us at:

Quest Tackle
47 Beech Road
Horsham
West Sussex
RH12 4NR
United Kingdom

You can also contact us using the contact details available on the Quest Tackle website.

2. INFORMATION WE MAY COLLECT

Depending on how you interact with us, we may collect and process information including:

Identity and contact information

This may include:

  • your name;
  • billing address;
  • delivery address;
  • email address;
  • telephone number; and
  • account information.

Order and transaction information

This may include:

  • products purchased;
  • order numbers;
  • order value;
  • delivery information;
  • returns;
  • refunds;
  • warranty or guarantee claims; and
  • correspondence relating to your order.

Payment information

Payments made through our website are processed using third-party payment providers such as PayPal.

Quest Tackle does not normally receive or store your complete payment-card details.

We may receive limited payment information such as the payment method used, transaction reference, payment status and other information required to process, refund or investigate a transaction.

Customer-service information

When you contact us, we may retain information contained within your correspondence, including:

  • emails;
  • messages;
  • photographs;
  • videos;
  • product fault information;
  • return or warranty information; and
  • other information you voluntarily provide.

Website and technical information

When you use our website, information may be collected automatically, including:

  • IP address;
  • device type;
  • browser type;
  • operating system;
  • pages visited;
  • referring website;
  • approximate location;
  • website interactions;
  • session information; and
  • cookie or similar technology identifiers.

Where required, non-essential analytics or advertising technologies will be used subject to your cookie choices.

Marketing information

We may record:

  • whether you have subscribed to marketing;
  • when and how you subscribed;
  • your marketing preferences;
  • whether marketing emails have been delivered, opened or interacted with where such functionality is enabled;
  • products or categories you may have shown an interest in; and
  • whether you have unsubscribed.

3. HOW WE COLLECT YOUR INFORMATION

We may collect personal information:

  • directly from you when you place an order;
  • when you create an account;
  • when you contact us;
  • when you subscribe to marketing;
  • when you submit a return, warranty or customer-service enquiry;
  • automatically through our website and permitted cookies or similar technologies;
  • from our payment providers;
  • from our fulfilment and delivery partners;
  • from marketplaces where you purchase Quest Tackle products; and
  • where appropriate, from fraud-prevention, technical or security services.

4. HOW AND WHY WE USE YOUR PERSONAL INFORMATION

We only process personal information where we have an appropriate legal basis for doing so.

Processing and fulfilling orders

We use your information to:

  • process your order;
  • take or confirm payment;
  • send order confirmations;
  • arrange fulfilment;
  • arrange delivery;
  • provide tracking information;
  • process returns and refunds; and
  • communicate with you regarding your purchase.

The primary legal basis for this processing is that it is necessary to perform our contract with you or to take steps at your request before entering into a contract.

Customer service, returns and warranty claims

We use relevant information to:

  • respond to questions;
  • investigate problems;
  • process returns;
  • assess product faults;
  • assess warranty or guarantee claims;
  • arrange repairs or replacements; and
  • resolve complaints.

Depending on the circumstances, this processing may be necessary to perform our contract with you, comply with our legal obligations or pursue our legitimate interests in providing customer service and managing our business.

Accounting, tax and legal requirements

We may retain and use information relating to orders, payments, refunds and transactions where necessary to:

  • maintain business and accounting records;
  • comply with tax requirements;
  • comply with legal obligations;
  • establish or defend legal claims; and
  • respond to requests from regulators or other authorities where legally required.

Our legal basis is generally compliance with a legal obligation and, where appropriate, our legitimate interests in protecting our business and legal rights.

Fraud prevention and security

We may process information where reasonably necessary to:

  • detect fraudulent transactions;
  • protect customer accounts;
  • protect our website;
  • investigate suspicious activity;
  • prevent misuse of our services; and
  • maintain the security of our systems.

Our legal basis is normally our legitimate interest in protecting Quest Tackle, our customers and our systems from fraud, misuse and security threats.

Improving our website and services

We may use aggregated, statistical or appropriately collected usage information to understand:

  • how customers use our website;
  • which pages or products are popular;
  • how customers arrive at our website;
  • website performance;
  • marketing effectiveness; and
  • how we can improve our products and services.

Where cookies or similar technologies require consent, we will use them only in accordance with the choices provided through our cookie-consent system.

5. EMAIL MARKETING

Quest Tackle uses Klaviyo to help manage email marketing and customer communications.

Where permitted by law, we may send marketing emails about Quest Tackle products, offers, launches, restocks or other relevant news.

We may send marketing:

  • where you have given your consent; or
  • in certain circumstances, to existing customers where applicable electronic-marketing rules allow us to do so.

Where we rely on the existing-customer or “soft opt-in” provisions, marketing will relate to our own similar products or services and customers will be provided with an opportunity to opt out.

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link contained in our marketing emails or by contacting us.

Unsubscribing from marketing does not prevent us from contacting you regarding an existing order, return, warranty claim or other service-related matter.

We may retain limited information confirming that you have opted out so that we can respect your preference and avoid sending unwanted marketing in future.

6. KLAVIYO

We use Klaviyo as an email-marketing and customer-engagement platform.

Information processed through Klaviyo may include:

  • your name;
  • email address;
  • marketing subscription status;
  • purchase history;
  • website interactions where permitted;
  • email engagement information; and
  • customer preferences.

This information helps us manage our mailing list, send relevant communications, understand marketing performance and respect unsubscribe requests.

Where information is processed outside the United Kingdom, appropriate safeguards or another lawful transfer mechanism will be used where required by data-protection law.

7. GOOGLE ANALYTICS

We use Google Analytics to help us understand how visitors use the Quest Tackle website.

Depending on your cookie choices, Google Analytics may collect information such as:

  • pages viewed;
  • time spent on the website;
  • device and browser information;
  • approximate geographical information;
  • referring websites;
  • interactions with our website; and
  • technical identifiers.

We use this information to understand website performance and improve our website, products and marketing.

Where consent is legally required for analytics cookies or similar technologies, Google Analytics will only be activated in accordance with the choices provided through our cookie-consent mechanism.

You can change or withdraw your cookie preferences using the cookie controls available on our website.

8. COOKIES AND SIMILAR TECHNOLOGIES

Our website uses cookies and similar technologies.

Some cookies are necessary for the website to function correctly. These may be used for purposes such as:

  • maintaining your shopping basket;
  • remembering essential preferences;
  • processing checkout;
  • maintaining website security; and
  • remembering cookie choices.

We may also use optional cookies or similar technologies for:

  • analytics;
  • measuring website performance;
  • understanding customer behaviour; and
  • measuring the effectiveness of marketing.

Where consent is required, optional cookies and similar technologies will not be used until you have made the relevant choice.

You can manage your preferences using our website’s cookie controls.

More detailed information about individual cookies may also be provided through our cookie banner or separate Cookie Policy where applicable.

9. PAYMENTS AND PAYPAL

Payments through the Quest Tackle website may be processed by PayPal and other payment methods displayed at checkout.

When you make a payment, relevant information may be provided directly to the payment provider to:

  • authorise payment;
  • process the transaction;
  • prevent fraud;
  • process refunds; and
  • comply with payment and financial regulations.

Payment providers operate under their own privacy policies and may process certain information independently from Quest Tackle.

Quest Tackle does not normally store complete debit or credit-card details.

10. WOOCOMMERCE

The Quest Tackle website uses WooCommerce as its ecommerce platform.

Information you provide when placing an order or using your customer account is processed through our website to enable us to operate our online shop.

This may include:

  • your name;
  • contact details;
  • billing and delivery addresses;
  • order history;
  • customer-account information; and
  • transaction information.

Some WooCommerce functionality may interact with other service providers described in this Privacy Policy.

11. WEBSITE HOSTING – SITEGROUND

Our website is hosted using SiteGround.

As part of providing website hosting and security services, SiteGround or its infrastructure providers may process technical information associated with visits to our website.

This may include information such as:

  • IP addresses;
  • server logs;
  • security information; and
  • technical information necessary to operate and protect the website.

We use hosting providers to enable us to operate, maintain and secure the Quest Tackle website.

12. FULFILMENT AND WAREHOUSING

Quest Tackle uses a third-party fulfilment centre to store and dispatch products.

When you place an order, we provide the fulfilment provider with the information reasonably required to pick, pack and dispatch your goods.

This will generally include:

  • your name;
  • delivery address;
  • telephone number where required;
  • email address where required for delivery notifications;
  • order number; and
  • details of the products ordered.

Our fulfilment providers are only provided with information reasonably necessary to provide the relevant fulfilment services.

13. DELIVERY COMPANIES

To deliver your order, we share relevant information with delivery companies.

The couriers we commonly use include:

  • APC Overnight;
  • DPD; and
  • Royal Mail.

Other suitable delivery providers may occasionally be used depending on the product, destination and service required.

Information shared with a courier may include:

  • your name;
  • delivery address;
  • telephone number;
  • email address;
  • delivery instructions;
  • parcel information; and
  • order or consignment reference.

Couriers may use this information to deliver your parcel, provide tracking information and communicate with you regarding delivery.

14. OTHER ORGANISATIONS WE MAY SHARE INFORMATION WITH

We do not sell your personal information.

We may share information where reasonably necessary with:

  • website hosting and technical providers;
  • payment processors;
  • fulfilment and warehouse providers;
  • delivery companies;
  • email-marketing providers;
  • analytics providers;
  • accountants and professional advisers;
  • IT and security providers;
  • insurers;
  • fraud-prevention services;
  • regulators, government authorities or law-enforcement bodies where legally required; and
  • potential purchasers or advisers in connection with a genuine sale, restructuring or transfer of all or part of our business.

We only share information that is reasonably necessary for the relevant purpose.

15. INTERNATIONAL TRANSFERS

Some of the technology providers we use operate internationally or may process information outside the United Kingdom.

Where personal information is transferred outside the UK and the transfer is subject to UK data-protection restrictions, we take appropriate steps to ensure the transfer is lawful.

Depending on the circumstances, this may include relying on:

  • UK adequacy regulations;
  • approved contractual safeguards;
  • the UK International Data Transfer Agreement;
  • an approved UK Addendum to international standard contractual clauses; or
  • another lawful transfer mechanism.

16. HOW LONG WE KEEP YOUR INFORMATION

We do not intend to keep personal information for longer than reasonably necessary.

Different types of information may be retained for different periods depending on:

  • why we collected it;
  • whether we still need it to provide services;
  • accounting and tax requirements;
  • warranty and customer-service requirements;
  • fraud prevention;
  • legal claims; and
  • other legal or regulatory obligations.

Order, transaction, invoice and accounting information may normally be retained for up to six years or longer where required by law or reasonably necessary in connection with a legal claim or continuing matter.

Customer-service and warranty correspondence may be retained for a reasonable period after the matter is closed where this is necessary to maintain appropriate records or respond to future queries.

Marketing information will normally be retained while you remain subscribed. If you unsubscribe, we may retain limited suppression information so that we can continue to respect your opt-out request.

Technical and analytics information may be retained for different periods depending on the service being used and our configured retention settings.

When information is no longer required, we will delete, anonymise or securely dispose of it where appropriate.

17. HOW WE PROTECT YOUR INFORMATION

We take reasonable technical and organisational measures designed to protect personal information against:

  • unauthorised access;
  • loss;
  • misuse;
  • alteration;
  • disclosure; and
  • destruction.

Access to personal information is restricted to people and service providers who reasonably require it for legitimate business purposes.

No internet-based system can be guaranteed to be completely secure, but we take reasonable measures appropriate to the nature of the information we process.

18. YOUR DATA-PROTECTION RIGHTS

Depending on the circumstances and applicable law, you may have rights including:

Right of access

You may ask us for a copy of personal information we hold about you.

Right to rectification

You may ask us to correct inaccurate or incomplete personal information.

Right to erasure

In certain circumstances, you may ask us to delete personal information we hold about you.

This right is not absolute, and we may need to retain information where there is a lawful reason to do so.

Right to restrict processing

In certain circumstances, you may ask us to restrict how we use your personal information.

Right to data portability

Where applicable, you may have the right to receive certain personal information in a structured, commonly used and machine-readable format.

Right to object

You may have the right to object to certain processing, including processing based on legitimate interests.

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

Right to withdraw consent

Where we rely on your consent, you can withdraw it at any time.

Withdrawal of consent does not affect processing lawfully carried out before consent was withdrawn.

Marketing opt-out

You can unsubscribe from Quest Tackle marketing emails at any time by using the unsubscribe link contained within the email.

19. EXERCISING YOUR RIGHTS

If you wish to exercise a data-protection right or have a question about how we use your information, please contact Quest Tackle using the contact details available on our website or write to:

Quest Tackle Limited
47 Beech Road
Horsham
West Sussex
RH12 4NR
United Kingdom

We may need to request reasonable information to confirm your identity before responding to certain requests.

There is normally no charge for exercising your data-protection rights, although the law permits fees or refusal in limited circumstances involving manifestly unfounded or excessive requests.

20. COMPLAINTS TO THE INFORMATION COMMISSIONER’S OFFICE

If you have concerns about how Quest Tackle handles your personal information, we would appreciate the opportunity to address the issue first.

You also have the right to raise a complaint with the Information Commissioner’s Office (ICO), the UK’s independent data-protection regulator.

Further information is available from the ICO.

21. THIRD-PARTY WEBSITES

Our website may contain links to websites operated by other organisations.

Quest Tackle is not responsible for the privacy practices of third-party websites.

We recommend reviewing the relevant privacy policy when visiting another website or service.

22. EBAY, AMAZON AND OTHER MARKETPLACES

Quest Tackle also sells products through third-party marketplaces including eBay and Amazon.

Where you purchase through a marketplace, that marketplace may independently collect and process your personal information under its own privacy policy.

Quest Tackle may receive information from the marketplace that is reasonably necessary to:

  • fulfil your order;
  • arrange delivery;
  • communicate regarding your purchase;
  • process returns or refunds;
  • provide customer service; and
  • comply with accounting or legal obligations.

The marketplace and Quest Tackle may each have separate responsibilities for the personal information they process.

Customers should review the applicable marketplace’s own privacy information for details about how that marketplace processes personal information.

23. INTERNATIONAL CUSTOMERS

We may supply products to customers outside the United Kingdom.

Where an international order is placed, personal information may need to be shared with:

  • fulfilment providers;
  • delivery companies;
  • customs authorities;
  • postal operators;
  • payment providers; and
  • other organisations involved in completing the international shipment.

We will only use or disclose information to the extent reasonably necessary to fulfil the order and meet applicable legal requirements.

Customers outside the UK may also have additional privacy rights under the laws applicable in their country.

24. CHILDREN

Our website and products are not specifically intended to collect personal information from children.

We do not knowingly seek to collect personal information from children for marketing purposes.

If you believe that a child has provided personal information to us inappropriately, please contact us.

25. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect:

  • changes to our business;
  • changes to the services and technology we use;
  • legal or regulatory developments; or
  • improvements to how we explain our privacy practices.

The latest version will be published on the Quest Tackle website and the “Last updated” date will be amended accordingly.

26. CONTACT US

If you have any questions about this Privacy Policy or how Quest Tackle handles personal information, please contact us through our website or write to:

Quest Tackle Limited
47 Beech Road
Horsham
West Sussex
RH12 4NR
United Kingdom