1.Who we are
This policy explains how ECWD Ltd (trading as ECWD Group and ECWD Growth Hub) collects and uses personal information. In this policy, "we", "us" and "our" mean ECWD Ltd.
ECWD Ltd
Registered in England and Wales, company number 08793978
Registered office: 97 London Road, Leicester, LE2 0PF
Email: [email protected] · Phone: +44 7727 682442
For the information described in this policy we are the data controller under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. If you have any questions or want to use any of your rights, contact us using the details above.
2.Who this policy covers
This policy applies to:
- people who visit our website, including ecwd.co.uk;
- people who send us an enquiry, book a call or chat with our website assistant;
- our clients and the users they add to their ECWD Growth Hub account;
- people who receive messages or calls from us.
Our clients also use ECWD Growth Hub to manage their own customers' details. In that case the client is the controller of that information and we process it on their behalf (see section 11). If you are a customer of one of our clients, please contact that business first.
3.Information we collect
Information you give us
- Enquiry and booking forms: your name, phone number, email address, business name, industry, and anything you tell us about your business or challenges.
- Website chat: your name, phone number and the messages you send.
- Calls, texts and emails: what you tell us when you contact us. We will tell you at the start of a call if it is being recorded.
- Client accounts: contact and billing details, the names and emails of the users you add, your settings, and the support requests you make.
Information collected automatically
- Your IP address, browser and device type, the pages you view and the date and time of your visit.
- Information from cookies and similar technologies (see section 12).
- Whether you have opened or clicked on our emails, and the delivery status of our texts.
Information from other sources
Sometimes we receive your business contact details from people who recommend us, or from public business sources such as Companies House and business websites.
4.How we use it and our lawful basis
The law says we need a lawful basis for each way we use personal information. These are ours:
| What we do | Lawful basis |
|---|---|
| Reply to your enquiry, call you back, arrange and hold a demo | Legitimate interests (responding to people who contact us), or steps taken at your request before entering a contract |
| Set up and run your ECWD Growth Hub account, provide support and send service messages | Performance of a contract |
| Invoicing, taking payment and keeping accounting records | Contract and legal obligation |
| Send marketing by email or text | Your consent, or for existing clients the "soft opt-in" under PECR. You can opt out at any time. |
| Improve our website, services and the answers our assistant gives | Legitimate interests |
| Keep our systems secure, and prevent fraud and misuse | Legitimate interests and legal obligation |
| Set non-essential cookies | Consent |
| Establish, exercise or defend legal claims | Legitimate interests |
Where we rely on legitimate interests, we have weighed them against your rights. You can object at any time (see section 10).
5.Our AI chat assistant
The chat on our website is answered by an AI assistant that runs on our behalf. It uses the messages you send to answer questions about our services and to pass your details to our team.
- It does not make decisions about you that have legal or similarly significant effects.
- You can ask to speak to a person at any time, or call us on +44 7727 682442.
- Please don't share sensitive information (such as health or financial details) in the chat.
- Chat transcripts are saved to our customer system so our team can follow up.
6.Marketing
We only send marketing emails or texts if you have agreed to receive them, or if you are a client and the messages are about similar services. Every message tells you how to stop them. You can reply STOP to a text, use the unsubscribe link in an email, or contact us. We never sell or rent your details.
8.International transfers
Some of our suppliers are based in, or store data in, the United States and other countries outside the UK. Where personal information is transferred outside the UK, we make sure it is protected by an approved safeguard. This means one of the following:
- the country has a UK adequacy decision;
- the supplier is certified under the UK Extension to the EU–US Data Privacy Framework;
- the supplier has signed the ICO's International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.
Contact us for more details.
9.How long we keep it
| Information | How long we keep it |
|---|---|
| Enquiries and chat transcripts that don't lead to a contract | Up to 24 months after our last contact |
| Client account, contract and billing records | For the length of the contract, then 6 years for tax and legal purposes |
| Call recordings (where used) | Up to 12 months |
| Marketing opt-outs | Indefinitely, so we don't contact you again |
When information is no longer needed we delete it securely or anonymise it.
10.Your rights
Under UK data protection law you have the right to:
- access the personal information we hold about you;
- have inaccurate information corrected;
- have your information erased in certain circumstances;
- restrict or object to how we use it, including an absolute right to object to direct marketing;
- data portability, which means receiving information you gave us in a commonly used format;
- withdraw consent at any time, where we rely on consent.
To use these rights, email [email protected]. Using them is usually free. We will reply within one month, and we may ask you to confirm your identity first.
11.Data we process for our clients
Clients use ECWD Growth Hub to store and contact their own customers and leads. For that information the client is the controller and ECWD Ltd is the processor. We act only on the client's instructions, under the data processing terms in our Terms of Service.
The client is responsible for telling their customers how their data is used, and for having a lawful basis to contact them.
13.Keeping your information secure
We use appropriate technical and organisational measures to protect personal information. These include encrypted connections (HTTPS), access controls and reputable hosting providers. No system is completely secure. If a breach is likely to put you at risk, we will tell you and the ICO as the law requires.
14.Children
Our website and services are for businesses. They are not aimed at anyone under 18, and we do not knowingly collect children's information.
15.Complaints
If you are unhappy with how we have handled your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint, telephone 0303 123 1113.
16.Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated. If we make significant changes, we will tell our clients.