PRIVACY POLICY

1. Who we are and how to contact us

Synergix Sameday Solutions Limited, company number 15231055, is the controller of personal information we use for our own website, enquiries, customer administration and transport operations. In this policy, "Synergix", "we", "us" and "our" mean that company.

Website: www.synergixsameday.com
Privacy enquiries and requests: Contact us, or telephone 01782 911 181 and ask for the person responsible for data protection.
Correspondence: Data protection, Synergix Sameday Solutions Limited, Unit 73, Bedford Street, Stoke-on-Trent, ST1 4PZ.
Registered office: 68 Nottingham Road, Eastwood, Nottingham, England, NG16 3NQ.

Tell us that your enquiry concerns privacy, a personal-information request or a data protection complaint, and give us a suitable way to reply. You do not have to use particular legal wording or our website form to exercise your rights.

Where we process information solely on a customer's documented instructions, that customer may be the controller and we may be its processor. The actual processing and agreed responsibilities determine the roles. We will help identify the appropriate organisation for a request and fulfil our own obligations.

2. Who this policy covers

This policy covers website visitors; people making enquiries, quote requests or callback requests; customers and their staff; senders, delivery recipients and site contacts; business suppliers and subcontractor contacts; people communicating with us about a delivery, invoice, incident or complaint; and initial job or driver applications submitted to us.

Employment, driver engagement or a particular security system may require additional privacy information. That information applies alongside this policy for the activity it describes. Our services and website enquiry tools are intended for adults and business contacts, rather than being directed at children.

3. Information we collect

The information we handle depends on your dealings with us. It can include:

• Contact and identity information: name, business name, role, postal address, email address, telephone number and information reasonably needed to verify identity or authority.
• Enquiry and booking details: quote and booking references, collection and delivery addresses, contacts, times, access instructions, goods descriptions, handling requirements, correspondence and the details you enter into our forms or provide by telephone.
• Delivery and operational records: recipient names, signatures, collection and delivery timestamps, photographs, proof of delivery, driver or vehicle references, job status, route information and relevant location or tracking records.
• Account and payment records: billing contacts, invoices, account balances, payment references, refunds, credit arrangements and relevant credit-check information where credit is requested. Do not send full card details or banking passwords through an ordinary enquiry form, email or message.
• Communications: emails, messages, enquiry and complaint records, and recordings of telephone calls as explained in section 6.
• Website and device information: IP address, browser and device details, referring pages, security logs, cookie choices and information about website use where collected by the technologies operating on the site.
• Marketing preferences: subscription choices, consent records, communication preferences, unsubscribes and limited campaign interaction information where lawfully collected.
• Application and supplier information: contact details, CV or experience information, qualifications and relevant business, vehicle, licence or insurance details supplied in an application or enquiry. More detailed vetting requires appropriate additional information and a lawful basis.
• Incident and claim information: accounts of events, delivery images, documents and relevant evidence supplied by customers, recipients, drivers, sites, insurers or other parties.

Please provide only information relevant to the enquiry or service. We do not need unnecessary medical records, confidential originals, identification documents or information about unrelated people. Where sensitive information is genuinely necessary, we must have an additional lawful condition and appropriate safeguards; we will explain these when requesting it.

4. Where information comes from

We receive information directly from you through our website, telephone, email, messages, customer systems and other communications. We also receive information from the person or business booking transport, senders, recipients, site staff, drivers and subcontractors, and from our service providers.

Where relevant to a transaction, credit request, safety issue or claim, sources can also include public business registers, credit-reference providers, professional advisers, insurers and public authorities. A customer may, for example, give us a recipient's name, address and telephone number so we can complete a delivery.

If you give us another person's information, make sure you are entitled to do so, supply only what is needed and make them aware of this policy. This does not remove our own responsibility to give required privacy information to that person.

5. Why we use information and our lawful bases

We use personal information only where we have an appropriate lawful basis under applicable data protection law. The main purposes and bases are:

Our legitimate interests include communicating with business contacts, organising lawful deliveries, keeping reliable records, getting paid, preventing misuse and resolving disputes. We consider the necessity of the processing and its effect on people's rights and reasonable expectations.

Giving information for a quote or booking is not blanket consent to marketing, advertising tracking or unrelated uses. Where we rely on consent, you can withdraw it. Withdrawal does not make earlier processing unlawful, and we may retain information needed for a separate lawful purpose.

6. Telephone call recordings

Our telephone calls are recorded through YoTelecom / Elevate. Recordings are stored on the provider's servers for 30 days as the normal retention period. They can contain your voice, contact details, booking instructions and anything else discussed during the call.

We use recordings to confirm instructions and what was agreed, check service quality, investigate complaints or disputes and protect customers and our business. We restrict access to people who need the recording for those purposes. Callers hear an announcement informing them that calls are recorded; this policy provides further detail.

If you prefer not to discuss something on a recorded call, tell us and ask about another contact method before providing it. We will explain what arrangements are available; there is no need to provide unrelated sensitive information.

The 30-day period is not a promise that every call remains available until a request is made. If a relevant recording or extract is lawfully preserved separately for an incident, complaint or legal claim before normal deletion, that copy is retained only for the relevant purpose and reviewed under section 11. It is not permission to retain all recordings indefinitely.

7. Delivery records, photographs and tracking

We use job status, route and relevant driver or vehicle location information to allocate resources, provide operational updates, manage safety and establish when and where a collection or delivery occurred. Location information can identify a driver or another person when linked with a job. It is not treated as automatically anonymous.

Proof of delivery can include a name, signature, timestamp, photograph and location information. Relevant records may be shared with the customer, sender or recipient, and with a carrier, insurer or adviser handling the same job or claim. We limit disclosure to what is appropriate; a POD request does not automatically entitle someone to unrelated personal information.

Delivery photographs should show the goods, their condition or the delivery location without unnecessarily recording faces, private rooms or unrelated documents. A collection or delivery record does not give us permission to publish a person's image, address or signature for publicity.

Synergix does not operate CCTV or dashcams. A customer's premises or an independent carrier may have its own recording arrangements and privacy notices. If relevant incident footage is supplied to us, we handle it only for an appropriate stated purpose and lawful basis.

8. Who receives information

We share information where needed for the stated purposes and where a lawful basis applies. The main systems used to support our business are:

Information may also be shared with the driver, carrier or subcontractor performing the job; collection and delivery contacts; relevant warehouses or logistics providers; banks or payment providers for the transaction; credit-reference and debt-recovery providers where appropriate; insurers, brokers, loss adjusters, accountants and legal advisers; and authorities where required or lawfully justified.

Providers acting as processors must use information within appropriate contractual instructions and safeguards. Some recipients act as independent controllers for their own lawful duties, for example a bank, insurer or authority. A provider's privacy notice may explain those independent uses, but it does not replace our responsibility for processing we control.

We do not sell or rent your personal information. If our business is reorganised or transferred, necessary information may be disclosed to advisers and a prospective or actual successor with appropriate confidentiality and data-protection safeguards. We will give required information about any material change in controller or use.

9. International processing and transfers

We are based in the UK. Some service providers and their support teams or subprocessors operate internationally, so information may be stored or accessed outside the UK. Mailchimp processes information in the United States; other locations depend on the provider, service and account arrangements. International transport may also require relevant job and contact details to be shared with a carrier or recipient in the destination country.

Where this involves a restricted transfer, an applicable UK adequacy arrangement or appropriate safeguards are required. Depending on the recipient, these can include the UK Extension to the EU-US Data Privacy Framework for an eligible certified recipient, the UK International Data Transfer Agreement, or the UK Addendum to approved standard contractual clauses, with the assessments and additional safeguards required by law. An exception is used only where its legal conditions are met.

Contact us for information about the relevant hosting arrangements and safeguards and how to obtain a copy or explanation, subject to lawful protection of confidential information.

10. Marketing, cookies and external services

Our quote form includes a separate optional choice for email updates and offers. You can request a quote without subscribing. You can unsubscribe from marketing emails using the link in the message or contact us to change your preferences. We keep a limited suppression record where necessary to respect an opt-out.

We send promotional electronic messages only where you have opted in to the relevant channel and purpose. You can opt out at any time, and opting out does not affect your ability to request or use our services. Operational messages about an enquiry, booking, invoice, safety issue or complaint are separate from promotional messages and may still be necessary after a marketing opt-out.

Cookies and similar technologies can support website functions, security, analytics, embedded content and marketing. Our Cookie Policy gives information about cookies. Advertising and other technologies requiring consent must not be enabled merely because you visit the website or make an enquiry. You can withdraw consent where it is used, and qualifying consent exceptions must include the information and objection facilities the law requires.

Our website uses a cookie banner with choices for optional cookies, including a choice to reject them. Use the cookie controls to manage your choices or withdraw consent. Strictly necessary technologies may still operate to provide a function you request or protect the service. The tools, purposes and lifetimes described in our Cookie Policy must reflect the website's actual configuration.

Browser controls can help block or remove cookies, although some functions may stop working. Contact us if you need help with website privacy choices. Links to external portals, calculators, maps or social platforms can take you to a separate service whose own privacy information also applies. An embedded service may receive technical information when loaded, rather than only when you click a link.

11. How long information is retained

We retain information for its necessary business or legal purpose, then delete or anonymise it where appropriate. Our normal retention schedule is:

Relevant information may need to be preserved during an investigation, insurer matter, legal proceedings or a lawful records request. Preservation is limited to the information and period needed; it does not suspend deletion for unrelated records. Copies in backups are removed through the applicable backup cycle and are protected against ordinary use after deletion from active systems, subject to necessary recovery or legal requirements.

12. Security and accurate information

We use organisational and technical measures intended to protect personal information against unauthorised access, loss and misuse. Access is limited according to role and purpose, and we require appropriate safeguards from providers processing information for us. No website, communication method or storage service can guarantee complete security.

Please keep your contact and booking details accurate, protect account access and report a suspected misdirected message, exposed delivery record or other privacy concern promptly. We handle personal-information incidents and give any notifications required by law.

13. Your rights and requests

Depending on the processing and applicable law, you can:

• ask for access to your personal information and a copy;
• ask us to correct inaccurate or incomplete information;
• ask for deletion where the right applies;
• ask us to restrict processing in relevant circumstances;
• object to processing based on legitimate interests, and object to direct marketing at any time;
• request portable information where processing is automated and based on consent or a contract with you;
• withdraw consent without affecting earlier lawful processing; and
• exercise applicable rights concerning significant automated decisions, including information, challenge and human intervention where required.

Our enquiry and planning tools provide estimates; a generated quote reference is not itself an accepted booking. Where information about a particular automated decision is required, we must provide it and the relevant safeguards. This policy is not consent to undisclosed automated decisions.

Rights are not absolute. We may need to retain relevant invoices, investigate a claim, respect another person's privacy or apply a lawful exemption. We will explain an applicable refusal or limitation and your complaint options. Trading-term claim deadlines or liability limits do not remove your statutory data-protection rights.

Contact us using section 1. We may ask for information reasonably needed to verify identity, authority or the scope of a request. Requests are normally answered without undue delay and within one calendar month. A lawful extension or adjustment may apply, for example for a complex request or necessary identity checks; we will explain the applicable reason and timescale. There is normally no fee, although a fee or refusal may be permitted in limited circumstances such as a manifestly unfounded or excessive request.

14. If you do not provide information

You can browse public pages without providing enquiry details, subject to the technical information needed to deliver and protect the website. Marketing choices are optional.

To quote, arrange a delivery, administer payment or carry out a required check, we need sufficient accurate information. If necessary information is missing, we may be unable to respond fully, accept the job, complete delivery, grant credit or meet a legal obligation. We will explain the relevant requirement where it applies. Providing extra or sensitive information that is not needed is not a condition of obtaining a quote.

15. Privacy complaints

You can raise a data protection complaint through our contact page, by telephone on 01782 911 181, or by writing to the correspondence address in section 1. Explain the issue and the outcome you are seeking. We will acknowledge it within 30 days, investigate without undue delay, keep you informed and communicate the outcome.

You also have the right to complain to the UK's Information Commissioner's Office. See ico.org.uk/make-a-complaint or telephone 0303 123 1113. We encourage you to contact us so we can try to resolve the matter; doing so does not remove your right to contact the regulator or seek a legal remedy. Where another supervisory authority has jurisdiction, applicable local complaint rights also remain available.

16. Changes to this policy

We review this policy when our services, systems or legal requirements change. The date above identifies the latest version. We will give appropriate notice of material changes and required information before using personal information for a new purpose. Updating a privacy policy does not itself create consent, override a previous objection or remove existing rights.