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Privacy policy

Here at Virgin Digital Help Limited ("Virgin Digital Help ", "we" or "us"), we take your privacy seriously. We're committed to protecting the privacy of all the personal information you give us. We will comply with the UK's Data Protection Act 1998 and any other applicable data protection legislation. We are registered on the public register of data controllers maintained by the Information Commissioner in the UK.

We have a philosophy here about the way we use your consent to be contacted (if you give us that consent). If you hear from us, we will always aim to be respectful, relevant and appropriate. If at any time you don't feel we've lived up to our philosophy, please let us know straight away by getting in touch with us.

Please take the time to read this privacy policy, which is part of our terms of use. By using the Virgin Digital Help site (www.virgindigitalhelp.co.uk), you are agreeing to be bound by the Website Terms & Conditions. In addition, if you order products and services from us, you will be asked to agree to our Customer Terms.

This policy explains how we collect, use and store the personal information you provide or make available to us. 'Personal information' is information which identifies you or another person or is capable of doing so.

This policy may change from time to time and, if it does, the up-to-date version will always be available on the Virgin Digital Help site. By continuing to use the Virgin Digital Help site you are agreeing to any updated versions.

We may collect details from you at different times, for example when you request or purchase products or services from us, when you sign up with us as a registered user of www.virgindigitalhelp.co.uk, when you register to use our Desktop Digital Helper or to receive information from us and if you sign up for promotions or competitions. By providing us with your details in this way, you'll be agreeing that your personal information can be used and disclosed as set out in this policy.

Depending on what you choose to register for, we may ask you:

  • For your first name
  • For your last name
  • For your email address
  • To create a password

In addition, if you are purchasing products or services from us, we will ask you for your

  • home and billing address
  • phone number
  • payment details (including credit card/debit card details)

Also, if you're purchasing one of our Group Packages, we will need you to provide certain details about each of your nominees, including, for example, their first name, surname and email address. We will collect, use and store this information in accordance with this privacy policy, but you must get each person's consent before giving us the information and you agree to indemnify us and hold us harmless (and continue to keep us indemnified and held harmless) against all losses we may suffer as a result of any failure to obtain such consent. For more details, see the Customer Terms.

We may also collect other information about you, including your Internet Protocol (IP) address and other details of your computer system, your order and service history or your responses (if any) to any survey or questionnaire we might send you from time to time. We might also supplement the information you provide to us with information we obtain from others, for example information we obtain from others in your household if we provide you with our Home Visit Service.

It’s not our policy to collect sensitive personal data about our customers – that’s data defined as sensitive personal data by the UK’s Data Protection Act, such as information about your health, sexuality, race, religion or political beliefs. We recommend you don’t provide this to us and you should not give us information of this nature about any other person. However, if you choose to do so for any reason, this will mean that you have given (and that we accept) your explicit consent for us to use and disclose that information for the reasons (and in the manner) described in this policy.

Also, if we provide you with a Remote Service (as outlined in our Customer Terms) then one of our agents may have access to any personal information which you make available on your computer (which could include sensitive personal data such as that described above). Our agents won't misuse or access this information unless it is a necessary part of the service they are providing to you (or if you specifically ask them to) but you should ensure that you secure the personal, financial and sensitive information on your computer before requesting a Remote Service from us. You should also read and comply with our Customer Terms.

If we offer any promotions or run any competitions, we may also need to ask you for further details (such as a date of birth) to make sure you're eligible to participate or, for competitions, to get in touch with you to tell you the good news if you're a winner.

In all the above cases, our main purpose for collecting the data is to provide you with the products and services you request from us and to help us provide you with a better customer experience. We may also use your information for other reasons, which are listed in the sections below.

When you register, we'll clearly state that Virgin Digital Help and other Virgin companies would like to keep in touch with you about products and services which we think will interest you. By giving us your details, you’ll be agreeing to this. However, if you’d prefer that Virgin Digital Help doesn’t contact you for this purpose and doesn’t share information about you with other Virgin companies for marketing, then please let us know by ticking the box as indicated at the point of registration and we will respect your wishes. Even if, at the time when you register with us, you do not log an objection in this way, you can always change your mind in the future. You always have the right, at any time, to object to us using your personal information for marketing purposes and to object to us sharing your details with the other Virgin companies for marketing purposes — you can change this in the “My Account” section of the website, or you can contact us at the contact details set out at the bottom of this privacy policy. At any point, you can also request that any Virgin company stops sending you marketing — just contact them directly.

If we do offer any competitions that you want to participate in, don't worry - ticking the box to opt out of being contacted for marketing won't affect your entry into the competition. Your chances are as good as everyone else's.

If you're registering specifically to receive certain information from us (for example by entering your email address where prompted through our Desktop Digital Helper), we'll take this as your consent to receive that information.

We may also use your information for the following purposes:

  • To help provide products or services to you and to administer your account (including processing your order and payment(s) and validating your credit/debit card details)
  • To send you invoices and service messages (for example, if you are a Home Visit Service customer, to re-schedule a technician's appointment if necessary)
  • To enable you to access the 'My Account' section of the Virgin Digital Help site and any other sections accessible only to registered users
  • To send you specific information, if you've requested it, or to carry out your other specific requests
  • To carry out surveys occasionally and to analyse our user base ' ultimately we want to ensure that www.virgindigitalhelp.co.uk and the products and services offered by Virgin Digital Help provide everything that you, our customers, are looking for
  • To administer any promotional activities and competitions in which you wish to participate
  • To comply with the law and deal with your complaints
  • As we feel is necessary to prevent illegal activity or to protect our interests

And we won't keep hold of your personal information for longer than is reasonably necessary or required by law.

Only if...

It helps our employees, agents and trusted third party service providers (including, for example, Sutherland Global Services Inc. and their sub-contractors) to provide our products and services to you, to process your orders and payments or to carry out surveys and user analysis to understand your needs and preferences in order to improve our service to you. We'd require all third party service providers who are processing your personal information to keep it safe and secure (e.g. make them sign up to a contract and employ reasonable technical and organisational controls to keep your personal information secure). These trusted third parties would only be permitted to use your personal information for the purposes we specify.

  • You specifically request this, such as if you were to submit information to enquire about jobs
  • We are required to do so to comply with the law and with the directions of the courts or other authorities
  • We feel it is reasonably necessary to prevent illegal activity or to protect our interests
  • Other Virgin companies wish to offer products and services that may interest to you, unless of course you object to this (see above)

We may share some broader statistics and customer profiling information with third parties and other Virgin companies - but we'll keep it anonymous, so you won't be identifiable from that data.

If our business is sold to, or merges or enters into a joint venture with, another entity, we may need to disclose some of your information to our new owners or partners.

We won't rent or sell our customers' details to any other organisation or individual.

We follow strict security procedures as to how your personal information is stored and used, and who sees it, to help stop any unauthorised person getting hold of it. We take security extremely seriously but as no system is 100% secure, we can't completely guarantee the protection of your personal information, any more than any other organisation can. So we can't accept any liability for the loss, theft or misuse of the personal information which you've provided to us if there is a security breach.

We may need to transfer your data to companies based outside the European Economic Area (for example, to our trusted third party service provider, Sutherland Global Services Inc. and their group companies and sub-contractors, in the Philippines, India and the U.S.). Where the company is based in a country outside the European Economic Area which has a lower standard of protection for personal information than that required by the UK's data protection laws, we'll take steps to make sure your personal data is handled in line with UK law, including requiring that company to enter into a contract confirming that they will comply with certain specified security measures in respect of personal information they receive.

Protecting the online privacy of children is especially important to us. If you are under 18 years old, please do not attempt to register with www.virgindigitalhelp.co.uk or request our products or services and do not provide us with your name, contact details or any other information about yourself. If we reasonably believe a person requesting our products or services or using the Virgin Digital Help site to be under 18, we may need to remove their details from our records and cease to provide them with our products and services. To find out more, please read our Website Terms & Conditions.

We use "cookies" to store and collect information regarding your use of our site. Cookies are small pieces of information stored by the browser on your computer's hard drive. They send information stored on them back to our web server when you access our site. These cookies do not contain any personally identifying information, but they do enable us to put in place personal settings and load your personal preferences. This makes using our site a better experience for you. You can find out more about cookies, including how to manage them, at www.allaboutcookies.org.

Our site may contain links to other websites. Obviously, we don't have any control over them and take no responsibility for any information you give them. Other sites have different privacy and security policies, which we advise you to read carefully.

Obviously you can change your profile and your registration details on www.virgindigitalhelp.co.uk at anytime. You can also request, at any time, access to the personal information we hold about you. You can write to us at the following address requesting access to your personal information.

The Webmaster
Virgin Digital Help Limited
The School House
50 Brook Green
London W6 7RR

You are entitled to be told by us whether we or someone else on our behalf is processing your personal information; what personal information we hold; details of the purposes for the processing of your personal information; and details of any third party with whom your personal information has been shared. (We may charge a small admin fee for providing this information). You can also request that we correct any personal information which we hold about you where it is inaccurate.

Sometimes you may be asked to provide proof of identity before we show you your personal information - that's so we can prevent unauthorised access.

If you have any queries, comments or complaints regarding this privacy policy, just get in touch with us. You can contact us through the Contact Us section of this site or write to us at the address set out above.

This policy was last updated on 25/11/2009