Privacy policy

1. Who we are

This website and the Innovate Prime Renew service are run by Innovate Prime Ltd (“we”, “us”), a company registered in England and Wales (company number 16858556), registered office 66 Surrey Drive, Coventry, CV3 1PL. We are the data controller for the personal information described in this policy.

ICO registration: being registered (the number will be published here once issued). Contact us about privacy at hello@innovateprime.co.uk or 07932 695378.

2. Data on the equipment you give us

Data stored on devices you hand to us belongs to you. For that data, you are the controller and we act as your processor under a written data processing agreement. We only handle it to sanitise or destroy it, we don't access, copy or use it for anything else, and we keep records showing how each drive was dealt with.

3. What we collect and why

• Quotes and bookings: your organisation, name, email, phone, collection address, preferred date, notes, the equipment you describe and any asset list you upload. We use this to give you a quote, arrange your collection and provide our services. Legal basis: taking steps to enter into a contract with you, and performing it.
• Chat assistant messages: what you type, so we can answer your question. We don't store chat conversations on our systems. Please don't include sensitive personal information in the chat. Legal basis: our legitimate interest in answering enquiries.
• Service records: collection details (including the signature and name of the person who hands equipment to us), device records, photos of devices, sanitisation results, certificates, invoices and the chain-of-custody log. We keep these to prove what happened to your equipment and to meet our legal duties. Legal basis: contract, legal obligation and legitimate interests.
• Client portal: when you open your private link, we record when it was last viewed. If you accept our data processing agreement there, we record your name, job title, the version you accepted, the time, and a scrambled (hashed) version of your IP address, as evidence of the agreement.
• Security: to stop abuse, we briefly keep a scrambled (hashed) version of your IP address to limit how often forms and the chat can be used. These records are deleted within a day.
• Website statistics: we count page views and which website referred visitors. This uses no cookies and stores no IP addresses or anything that identifies you.

4. Who we share it with

We use trusted service providers who process data on our behalf, under contract:

• Google (Gemini API): text you type into the chat or quote form, and documents you upload for an instant quote, are sent to Google's AI service to generate a reply or itemised estimate. Staff also use it to read device labels and wipe reports.
• Web3Forms: sends us an email notification of your booking.
• Email: we send you a booking confirmation and service emails from our own mailbox.
• Our web hosting and email providers: store the website, our records and our emails.

Some providers may process data outside the UK. Where they do, we rely on the safeguards UK law requires, such as UK adequacy regulations or the International Data Transfer Addendum. We never sell personal information.

5. How long we keep it

• Bookings, service records, signed collection notes, data processing agreement acceptances, certificates, invoices and custody logs: 6 years after the job is completed.
• Quotes and enquiries that don't go ahead: 12 months.
• Security (rate-limit) records: under 24 hours.

6. Your rights

You can ask to access, correct or delete your personal information, ask us to restrict or stop using it, or ask for a copy to take elsewhere. Email hello@innovateprime.co.uk and we'll respond within one month. If you're unhappy with how we've handled your information, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

7. Cookies

We don't use advertising or tracking cookies, so you won't see a cookie banner. The only cookie is a strictly necessary sign-in cookie used by our staff in the back office.

8. Changes

We'll update this policy if how we use personal information changes, and show the date of the latest version above.