Our Privacy Policy

Please refer to our definitions here when reviewing the below.

What is this policy for?

Your privacy is important to us. This policy explains what personal information we collect from you when you purchase products and services from us, when you use our website and when you contact us, how we store and use it, and how you can access and manage this information..

Why do we collect your personal information?

We collect information to help manage your account:

• To deliver your products and services.
• To manage our network.

We collect, use and are responsible for certain Personal Data about you. When we do so we are subject to the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Here is a list of things we will always do:

• Ensure all Personal Data is collected in a fair and lawful manner and used only for specified purposes.
• Ensure Personal Data sought is adequate, relevant and not excessive for the purpose.
• Ensure Personal Data we keep is accurate and up-to date. To achieve this, we rely on our customers notifying us of changes to their personal data.
• Keep Personal Data secure.
• Keep Personal Data no longer than is necessary and to dispose of it appropriately when it is no longer required.
• Take appropriate technical and organisational measures against unauthorised and unlawful processing accidental loss, destruction or damage to Personal Data.
• Only pass your Personal Data onto another organisation if we need to for the purposes of providing our products and services or are required to by law or regulation. Before transferring any such data, we will check that the organisation has appropriate data protection policies.

Personal Data we collect about you

• Who you are: Your name, company name, e-mail address, property address, phone number, registered office, your payment information
• Your current broadband provider and contract end date, if applicable.
• How you use your Services: your call records, how much data you have used, when you paid your bills.
• Records of communications we have with you: including phone conversations, e-mails, community posts and web chat conversations for the purposes of training our staff, continually improving our Services and where necessary, providing evidence or verification of transactions or events.

Where do we get your information? / How your Personal Data is collected

We collect information when you sign up with us, contact us and when you use our products and services.

For example, when you:

• Register as a Trooli customer.
• Get in touch with us to ask something, including the use of Live Chat at www.trooli.com
• Buy from us – whether it’s online, over the phone or via direct field sales.
• Enter any promotions through one of our Services.
• Make changes to or close your Trooli account.
• Go to our website and accept our cookie policy.
• Use our networks.
• Apply for a job with us online.
• Contact us on Trustpilot.
• Contact us directly through social media channels. Including, but not limited to, Facebook, Instagram, LinkedIn and X

How we use your information / Personal Data

We use and analyse your information to keep in touch with you and to supply and improve our Products and Services. Sometimes we’ll combine and anonymise this information, so you won’t be identified. In particular, this means using your information to:

• Manage your account and help you to manage your account.
• Sort out a payment, put your order through our system or send you an order.
• Get in touch with you (e.g. if we need to tell you about any problems with a Service or tell you about important updates to our Terms of Service).
• Keep things secure and prevent crime and fraud.
• Manage our network and your use of our network.
• Look into any complaints or questions you may raise.
• Trace and recover debts, manage credit, detect and prevent fraud and money laundering.
• Recover any money you might owe us.
• Assign your debt to permitted third parties and look after any credit you might have.
• To respond to your queries and communicate with you on Trustpilot.

Or to:

• Tell you if we’ve changed the way a service works or tell you about a new service that we think may interest you.
• Improve our products and services and develop new ones.
• Send you information about our Products and Services by phone, post, e-mail, text, online banner advertising, or other ways. For some of this marketing activity we need your consent, and, in those circumstances, we will only send you messages if you have asked to receive them. You can check and update your current preferences at any time by contacting Trooli.

We are allowed to use your information in these ways and share the information as described below because:

• We need to so that we can provide you with Products and Services and to manage your account with us.
• We need to use some of your information to comply with legal and regulatory obligations (such as legal obligations to keep details of calls made by Customers for a certain period of time).
• You have given your consent to us using your data in relation to some forms of use. For example, in relation to using your information to send you marketing messages. You can opt out of this at any time.

How we share your information

In connection with the purposes described above, we may share your information with others. This might mean sharing your information with our sub-contractors or prospective Partners who help us run our Services, for example our billing or installation Services.

We might also share your information with the following people/organisations or for the following purposes:

• With any public authority or law enforcement agency (if they ask for it).
• To comply with law or regulations, or for possible legal proceedings.
• If you give us personal information that’s wrong or we find out or suspect you’re responsible for fraud. In these circumstances we might share your information with third parties such as law enforcement agencies, credit reference agencies and other affected third parties.
• If one of our partners who are processing information for us are compelled to do so by law.
• If there’s an emergency and we think you or other people are at risk.
• With third Parties we use to help deliver our Products and Services to you, for example, payment Service providers, delivery companies, or review websites.

Why we keep hold of your information

There are certain reasons we have to keep hold of your information.

We keep information while you’re our Customer or after you’ve left us, but only if we need it for the purposes described above. How long we keep it depends very much on the type of information and purpose. We will not keep your personal data for longer than we need it for the purpose for which it is used. We might, for example need to sort out disagreements, stop fraud and abuse, prove that you had an account with us or follow our legal obligations.

Your Rights

You have a number of legal rights in relation to the information that we hold about you, including

• The right to request details of the information we have about you; this is called a Subject Access Request (SAR). Only information considered to be your Personal Data will be released under a SAR. To make a valid SAR, you must put your request in writing to Trooli, and send it to: Data Controller, Subject Access, Trooli Ltd, 18 Kings Hill Avenue, Kings Hill, West Malling, Kent, ME19 4AE.
• The right to withdraw your consent to the use of your information where we are relying on that consent (for example, you can opt out of receiving marketing messages from us which relate to any Personal Identifiable Information, such as name, e-mail address or phone number). Please note that we are still entitled to process your information if we have a proper reason, for example, to comply with legal and regulatory obligations, for the performance of a contract with you or to take steps at your request before entering into a contract or for our legitimate interests or those of a third party.
• The right to ask that we rectify your information if it is inaccurate or incomplete.
• The right to ask that we erase your information in certain circumstances. Please note that there may be circumstances where you ask us to erase your information, but we are legally entitled to retain it.
• The right to request that we restrict the processing of your information in certain circumstances. There may be circumstances where you ask us to restrict the processing of your information, for example if you contest the accuracy of the data. However, we are legally entitled to refuse that request.
• The right to receive the Personal Data you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party – in certain situations.
• The right to object:
  • at any time to your Personal Data being processed for direct marketing (including profiling); and
  • in certain other situations to our continued processing of your Personal Data, for example processing carried out for the purpose of our legitimate interests unless there are compelling legitimate grounds for the processing to continue or the processing is required for the establishment, exercise, or defence of legal claims.
• The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you.
• The right to withdraw consent, if you have provided us with a consent to use your Personal Data you have a right to withdraw that consent easily at any time. You may withdraw consent by contacting [email protected]. Withdrawing consent will not affect the lawfulness of our use of your Personal Data in reliance on that consent before it was withdrawn.

For more information on each of those rights, including the circumstances in which they apply, please contact us or see the Guidance from the UK Information Commissioner’s Office (ICO).

Children’s Online Privacy Protection and Parental Controls

At Trooli, we prioritise the protection of online privacy for all users, including children. While we do not offer services specifically aimed at children under the age of 13, we recognise the importance of safeguarding their privacy.

Collection of Information: We do not knowingly collect personal information from children under the age of 13. Our services are not directed at children, and we do not target or market to them.

Parental Controls feature:   Our parental controls feature enables customers to implement restrictions that regulate access to online content.   This includes the ability to block specific websites or categories of content deemed inappropriate for children.   The feature is optional and can be enabled or disabled at the discretion of the customer at no charge.

Use of Information: Any personal information collected as part of our services is used solely for the purpose of providing and improving those services. We do not disclose this information to third parties except as required by law.

Security Measures: We employ industry-standard security measures to protect the personal information of all our users against unauthorised access, disclosure, alteration, or destruction.

Marketing Communications

If you don’t want us to send you relevant offers or marketing information let us know by:

• Contacting us using the details set out in the Contact us section of our website; or
• Using the ‘unsubscribe’ link in e-mails from us.

About Cookies.

We use Cookies on our website. A Cookie is a small text file which is placed on your device (for example, your computer, smartphone or electronic device) when you use our website. Find out more here.

Communicating over the internet

Please remember, any e-mails or other communications you send over the internet aren’t safe unless they have been encrypted. The communications might go through a few countries before they get to the recipient, even if the recipient lives in the same street as you! Unfortunately, that is how the internet works. If someone gets into your e-mails without your permission, or your personal information is shared publicly as a result of unencrypted communications, we can’t accept responsibility because it is out of our control.