How we use your information
This privacy notice tells you what to expect when the Nematodes Direct Ltd collects personal information. It applies to information we collect about:
visitors to our websites and people who use our services, eg who subscribe to our newsletter or request a publication from us;
To help us improve our website experience we use the Lucky Orange analytics system to help improve usability and our customer experience. Lucky Orange may record mouse clicks, mouse movements, keystroke information and scrolling activity, that you voluntarily enter on this website, however we will never record any payment information and are fully compliant with the PCI-DSS. You can manage your Lucky Orange preferences here.
We use a third party provider, MailChimp, to deliver our e-newsletters. We gather statistics around email opening and clicks using industry standard technologies including clear gifs to help us monitor and improve our e-newsletter. For more information, please see MailChimp's privacy notice.
Security and performance
The Nematodes Direct Ltd uses a third party service to help maintain the security and performance of the NematodesDirect.co.uk website. To deliver this service it processes the IP addresses of visitors to our website.
We use a third party service, PrestaShop, to publish our website, and blog. These sites are hosted at UKFAST, which is run by UKFast.Net Limited. We use a standard PrestShop service to collect information about users' activity on the site, for example the number of users viewing pages on the site, to monitor and report on the effectiveness of the site and help us improve it. PrestaShop requires visitors that want to post a comment to enter a name and email address. For more information about how PrestaShop processes data, please see PrestaShop's privacy notice.
People who contact us via social media
We use a third party provider, Twitter and FaceBook to manage our social media interactions.
If you send us a private or direct message via social media the message will be stored by Twitter or FaceBook. It will not be shared with any other organisations.
People who call our helpline
When you call the NematodesDirect Ltd helpline we collect Calling Line Identification (CLI) information. We use this information to help improve its efficiency and effectiveness.
Our helpline also offers a translation service for customers when English is not their first language, this is provided by a third party company. The company that provides this service does not retain any information from the calls or record them.
People who email us
We use Transport Layer Security (TLS) to encrypt and protect email traffic in line with government. If your email service does not support TLS, you should be aware that any emails we send or receive may not be protected in transit.
We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.
People who use our LiveChat service
We use a third party provider, LuckyOrange, to supply and support our LiveChat service, which we use to handle customer enquiries in real time.
If you use the LiveChat service we will collect your name, email address (optional) and the contents of your LiveChat session. This information will be retained for two years and will not be shared with any other organisations.
You can request a transcript of your LiveChat session if you provide your email address at the start of your session or when prompted at the end.
Under the Data Protection Act 2018, you have rights as an individual which you can exercise in relation to the information we hold about you.
Complaints or queries
Nematodes Direct Ltd tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.
This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of our collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.
If you want to make a complaint about the way we have processed your personal information, you can contact us.
Access to personal information
Nematodes Direct Ltd tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 2018. If we do hold information about you we will:
give you a description of it;
tell you why we are holding it;
tell you who it could be disclosed to; and
let you have a copy of the information in an intelligible form.
If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone.
If we do hold information about you, you can ask us to correct any mistakes.
Disclosure of personal information
In many circumstances we will not disclose personal data without consent. However when we investigate a complaint, for example, we will need to share personal information with the organisation concerned and with other relevant bodies.
You can also get further information on:
agreements we have with other organisations for sharing information;
circumstances where we can pass on personal data without consent for example, to prevent and detect crime and to produce anonymised statistics;
our instructions to staff on how to collect, use and delete personal data; and
how we check that the information we hold is accurate and up to date.
Links to other websites
This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.
Changes to this privacy notice
We keep our privacy notice under regular review. This privacy notice was last updated on 2 February 2019.
How to contact us
Nematodes Direct Ltd