Privacy Policy

This Privacy Policy explains how Pixadale ("we", "our", "us") collects, uses, stores and protects your personal information when you visit our website, contact us, or use our services.

We are committed to protecting your privacy and handling your personal information responsibly and in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable privacy laws.

1. Who We Are

If you have any questions regarding this Privacy Policy or how we process your personal information, please contact us using the details above.

2. Information We Collect

Depending on how you interact with us, we may collect:

3. How We Collect Your Information

We collect information when you:

• Visit our website
• Complete an enquiry form
• Book a consultation
• Purchase our services
• Subscribe to our newsletter
• Contact us by email or telephone
• Use our online chat
• Interact with our social media pages
• Engage with our AI assistants
• Use client portals provided by us

4. How We Use Your Information

We use your information to:

• Respond to enquiries
• Deliver our services
• Create and manage websites
• Process payments
• Schedule appointments
• Provide customer support
• Improve our services
• Send service-related communications
• Provide requested marketing communications
• Prevent fraud and misuse
• Meet legal obligations
• Improve website performance and user experience

We will only send marketing communications where we have your consent or another lawful basis to do so.

5. Legal Basis for Processing

Under UK GDPR, we process personal information on one or more of the following lawful bases:

• Your consent
• Performance of a contract
• Compliance with legal obligations
• Our legitimate business interests, provided these do not override your rights and freedoms

6. Cookies

Our website uses cookies to:

• Remember your preferences
• Improve website functionality
• Measure website performance
• Analyse visitor behaviour
• Improve our marketing

Where required by law, we will ask for your consent before placing non-essential cookies on your device. You can control or delete cookies through your browser settings.

7. Analytics

We may use analytics tools to understand how visitors use our website. These services may collect information including pages viewed, session duration, device information, general location, and traffic sources. This information helps us improve our website and services.

8. Third-Party Service Providers

To deliver our services, we may share limited personal information with trusted third-party providers. These providers process information only as necessary to provide their services and are required to protect your information appropriately.

8A. Third-Party Service Providers

To provide our services efficiently, Pixadale works with a number of carefully selected third-party service providers. These organisations only process personal information where necessary to perform services on our behalf or where you choose to interact with their services.

We periodically review our third-party providers to ensure they maintain appropriate technical and organisational measures to protect your personal information.

8B. International Data Transfers

Some of the third-party providers listed above may store or process your personal information outside the United Kingdom.

Where this occurs, Pixadale ensures that appropriate safeguards are in place to protect your personal information. These safeguards may include:

• UK International Data Transfer Agreements (IDTAs)
• UK Addendum to the EU Standard Contractual Clauses (SCCs)
• Adequacy Regulations issued by the UK Government
• Other legally recognised transfer mechanisms

9. Payment Information

Payments may be processed through secure third-party payment providers. Pixadale does not store your complete payment card details. Payment information is handled securely by the relevant payment processor in accordance with PCI DSS standards.

10. AI Services

Some of our services use artificial intelligence technologies to assist with customer support, website content generation, voice assistants, chatbots, and workflow automation.

While we take reasonable steps to ensure accuracy, AI-generated content should be reviewed before being relied upon for important business or legal decisions.

10A. Client Data Processing

As part of our website design, CRM implementation, marketing automation, AI chatbot, voice AI and digital marketing services, Pixadale may process personal information on behalf of our clients.

In these circumstances:

• The client is generally the Data Controller, determining the purposes and means by which personal information is collected and processed.
• Pixadale acts as the Data Processor, processing personal information only in accordance with the client's documented instructions and applicable data protection legislation.

Examples of personal information we may process on behalf of clients include:

• Customer names
• Email addresses
• Telephone numbers
• Business information
• Appointment bookings
• Website enquiry submissions
• CRM contact records
• Marketing preferences
• Call recordings (where enabled)
• SMS and email communications
• AI chatbot conversations
• Voice AI interactions
• Customer support enquiries

When acting as a Data Processor, Pixadale will:

• Process personal information only on documented instructions from the client.
• Maintain appropriate technical and organisational security measures to protect personal information.
• Ensure that personnel authorised to process personal information are subject to appropriate confidentiality obligations.
• Assist clients, where reasonably possible, in responding to requests from individuals exercising their rights under the UK GDPR.
• Notify clients without undue delay if we become aware of a personal data breach affecting information we process on their behalf.
• Ensure that any approved sub-processors engaged by Pixadale are subject to appropriate contractual obligations and data protection safeguards.
• Delete or return personal information at the end of the service relationship where required, unless we are legally obliged to retain it.

Clients remain responsible for:

• Obtaining any necessary consents from their customers.
• Providing legally compliant Privacy Policies and Cookie Policies on their own websites.
• Determining the lawful basis for processing personal information.
• Responding to requests from data subjects where they are acting as the Data Controller.

Where required by law or requested by a client, Pixadale will enter into a separate Data Processing Agreement (DPA) setting out the responsibilities of both parties in accordance with Article 28 of the UK GDPR.

10B. Data Breach Notification

Pixadale maintains procedures for identifying, investigating and responding to suspected personal data breaches.

Where a breach affecting personal information processed on behalf of a client is identified, we will:

• Investigate the incident promptly.
• Take appropriate steps to contain and minimise the impact.
• Notify the affected client without undue delay where required by applicable law.
• Provide reasonable information to assist the client in meeting any legal reporting obligations.
• Review the incident and implement measures designed to reduce the likelihood of recurrence.

Where Pixadale is acting as the Data Controller, we will fulfil our own legal obligations regarding notification to the Information Commissioner's Office (ICO) and affected individuals where required by the UK GDPR.

10C. Automated Decision Making

Pixadale may use artificial intelligence and automated systems to assist with customer enquiries, lead qualification, appointment scheduling, marketing automation and workflow management.

These systems are designed to support our services and do not make legally significant decisions about individuals without appropriate human involvement.

11. Data Retention

We retain personal information only for as long as necessary to provide our services, meet legal obligations, resolve disputes, and enforce our agreements. When information is no longer required, it is securely deleted or anonymised.

12. International Transfers

Some of our service providers may process information outside the United Kingdom. Where this occurs, we ensure appropriate safeguards are in place to protect your personal information in accordance with UK data protection law.

13. Keeping Your Information Secure

We implement appropriate technical and organisational measures to protect personal information, including secure servers, encrypted communications, password protection, and access controls. While we take reasonable precautions, no internet transmission can be guaranteed to be completely secure.

13A. Security Measures

Pixadale takes security seriously and implements appropriate technical and organisational safeguards, including:

• SSL/TLS encryption for website communications
• Multi-factor authentication where available
• Regular software and security updates
• Firewall and malware protection
• Secure password management
• Restricted staff access to personal information
• Secure cloud infrastructure
• Regular backups of client websites and systems (where included within your service package)
• Continuous monitoring for suspicious activity

While we employ industry-standard security practices, no method of electronic transmission or storage can be guaranteed to be completely secure.

14. Your Rights

Under UK GDPR, you may have the right to:

• Access your personal information
• Correct inaccurate information
• Request deletion of your information
• Restrict processing
• Object to processing
• Withdraw consent where processing is based on consent
• Request a copy of your information in a portable format
• Lodge a complaint with the Information Commissioner's Office (ICO)

To exercise any of these rights, please contact us using the details provided above.

15. Marketing Communications

If you subscribe to our marketing communications, you may unsubscribe at any time by clicking the link in our emails or contacting us directly. Service-related communications may still be sent where necessary to fulfil our contractual obligations.

15A. Your Data Protection Rights

Under the UK GDPR, you have the right to:

• Request access to the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your personal information where legally appropriate.
• Request restriction of processing.
• Object to processing carried out under our legitimate interests.
• Withdraw your consent at any time where processing relies on consent.
• Request a copy of your personal information in a portable electronic format.
• Lodge a complaint with the Information Commissioner's Office (ICO).

We aim to respond to all valid requests within one calendar month.

16. Children's Privacy

Our services are intended for individuals aged 18 or over. We do not knowingly collect personal information from children. If we become aware that personal information relating to a child has been collected unintentionally, we will take appropriate steps to delete it.

17. Third-Party Websites

Our website may contain links to external websites. We are not responsible for the privacy practices or content of those websites and encourage you to review their privacy policies before providing any personal information.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or business practices. The latest version will always be published on our website with the updated effective date.

19. Contact Us

20. Supervisory Authority

If you are dissatisfied with how we handle your personal information, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO).

Website: https://ico.org.uk

Telephone: 0303 123 1113

21. Contacting Us About Privacy

We will respond to privacy-related enquiries as quickly as possible and, where applicable, within the time limits required by UK data protection legislation.