PRIVACY POLICY

Dial 24 is a trading name operated by Time Vault Ltd.

For the purposes of UK data-protection law, Time Vault Ltd is the data controller responsible for the personal information described in this policy.

Business details:

Time Vault Ltd trading as Dial 24
Company number: 16643669
Registered address: The Old Vicarage Cheadle Road, Draycott, Stoke-On-Trent, England, ST11 9RQ


Email: dial24@timevault.ltd

This Privacy Policy explains how we collect, use, store and share your personal information when you:

• Visit the Dial 24 website
• Purchase a watch from us
• Ask us to source a watch
• Request a watch valuation
• Sell or part-exchange a watch
• Contact us through our website, email, WhatsApp or social media
• Subscribe to marketing communications
• Otherwise interact with Dial 24

We process personal information in accordance with applicable UK data-protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018, as amended.

Depending on how you interact with Dial 24, we may collect the following information.

Identity and contact information

This may include your:

• Full name
• Billing address
• Delivery address
• Email address
• Telephone number
• Social-media username
• WhatsApp contact details

Order and transaction information

This may include:

• Products purchased
• Order numbers
• Purchase dates
• Prices and delivery charges
• Payment status
• Refunds and returns
• Delivery and tracking information
• Communications relating to an order

Payments are processed by our payment providers. We do not normally receive or store your complete card details.

Watch valuation and sourcing information

If you ask us to value, purchase, part-exchange or source a watch, we may collect:

• Watch brand and model
• Serial or reference numbers
• Age and condition
• Box and paperwork information
• Photographs or videos of the watch
• Proof of ownership
• Your expected price or budget
• Details of the watch you are looking for
• Relevant communications and agreed terms

Where reasonably necessary to prevent fraud or comply with legal obligations, we may also request proof of identity, proof of address or additional ownership information.

Website and technical information

When you use our website, we may automatically collect:

• IP address
• Browser and device type
• Operating system
• Pages visited
• Time spent on the website
• Referring website or advertisement
• Cookie identifiers
• Approximate location derived from your IP address
• Website interactions and shopping activity

Marketing information

We may collect:

• Your marketing preferences
• Email or SMS subscription status
• Whether you opened or interacted with a marketing message
• Your communication preferences
• Advertising interactions where permitted

Communications

We may keep copies of messages sent through:

• Our contact forms
• Email
• WhatsApp
• Instagram and other social platforms
• Customer-service conversations

Please do not send complete payment-card information or unnecessary sensitive personal information through email, WhatsApp, social media or our contact forms.

We collect personal information directly from you when you place an order, complete a form, create an account, subscribe to marketing, send us a message or discuss buying, selling or sourcing a watch.

We also collect information automatically through cookies and similar technologies when you visit our website.

We may receive information from service providers involved in operating our business, including Shopify, payment providers, delivery companies, fraud-prevention services, analytics providers and advertising platforms.

We may also receive information from social-media and messaging platforms when you contact us through those services.

We may use your personal information to:

• Process and fulfil orders
• Take and verify payments
• Deliver watches and provide tracking information
• Manage cancellations, returns and refunds
• Respond to questions and customer-service requests
• Provide watch valuations
• Purchase or part-exchange watches
• Search for watches requested through our sourcing service
• Confirm ownership and help prevent fraud
• Maintain transaction and accounting records
• Operate, secure and improve our website
• Understand how customers use our website
• Send marketing where legally permitted
• Protect our legal rights
• Resolve complaints and disputes
• Comply with legal and regulatory obligations

We only process personal information when we have a lawful reason to do so.

Contract

We process information when necessary to provide goods or services you have requested, manage your order, arrange delivery, process a return or take steps before entering into a contract.

Legal obligation

We process information when necessary to comply with laws relating to taxation, accounting, consumer protection, fraud prevention and other legal requirements.

Legitimate interests

We may process information where it is necessary for our legitimate business interests and those interests are not overridden by your rights.

These interests may include:

• Operating and improving Dial 24
• Answering enquiries
• Protecting customers and our business
• Preventing fraud and misuse
• Maintaining business records
• Understanding website performance
• Establishing or defending legal claims

Consent

We rely on consent where required, including for certain marketing communications and non-essential cookies. You may withdraw consent at any time.

Withdrawing consent does not affect processing that took place lawfully before it was withdrawn.

Our website uses cookies and similar technologies to operate correctly, remember preferences, understand website performance and, where permitted, support marketing and advertising.

Essential cookies may be used without consent where they are necessary for the website, basket, checkout, security or payment functions to work.

Where legally required, we will ask for permission before using non-essential analytics or advertising cookies.

You can accept, reject or manage non-essential cookies through the cookie controls displayed on our website. You can also control cookies through your browser settings, although blocking essential cookies may prevent parts of the website from working properly.

Further details should be provided in our Cookie Policy or cookie-preferences tool.

We may send marketing messages where you have consented or where another lawful marketing permission applies.

Marketing communications may include:

• New watch arrivals
• Stock updates
• Dial 24 services
• Offers and promotions
• Relevant company news

You can unsubscribe at any time by:

• Selecting the unsubscribe link in an email
• Following the instructions in an SMS
• Changing your communication preferences
• Emailing dial24@timevault.ltd

Stopping marketing messages will not prevent us from sending necessary service messages about an order, valuation, return or ongoing enquiry.

We may share personal information with trusted organisations that help us operate Dial 24, including:

• Shopify and website-hosting providers
• Payment processors
• Banks and financial-service providers
• Delivery and courier companies
• Email and communication providers
• Customer-support systems
• Analytics providers
• Advertising platforms where permitted
• IT, website and security providers
• Accountants, insurers and professional advisers
• Fraud-prevention and identity-verification providers
• Government bodies, regulators, courts or law-enforcement authorities where legally required

We only share information that is reasonably necessary for the relevant purpose.

Service providers may only use information in accordance with their contracts, legal obligations and applicable privacy policies.

We do not sell your personal information.

Our online store is hosted and operated using Shopify. Shopify processes information required to provide the storefront, checkout, order-management, security and related ecommerce services.

Shopify and its service providers may process information in countries outside the United Kingdom. Their handling of information is governed by their contractual and legal obligations and Shopify’s privacy documentation.

If you contact Dial 24 through WhatsApp, Instagram or another social platform, that platform will process your information under its own privacy policy.

Information you send through these platforms may include your profile name, username, telephone number, profile photograph and the contents of your messages.

We recommend that you do not send complete payment-card information or unnecessary identity documents through social media.

Where identity or ownership documents are required, we will explain an appropriate way to provide them.

Some of our service providers may process personal information outside the United Kingdom.

Where required, we take steps to ensure that appropriate safeguards are used. These may include:

• Transfers to countries covered by UK adequacy regulations
• UK-approved contractual safeguards
• The UK International Data Transfer Agreement
• An approved UK addendum to standard contractual clauses
• Other safeguards permitted by UK law

You can contact us for further information about safeguards relevant to your personal information.

We keep personal information only for as long as it is reasonably required for the purpose for which it was collected. The exact retention period depends on the type of information, our legal obligations and whether it may be needed to resolve a complaint or legal dispute.

Order, payment, delivery, refund, accounting and tax records will generally be retained for six years from the end of the relevant company financial year, or for longer where required by law.

Watch valuation, selling, part-exchange and sourcing information will be kept for as long as necessary to handle your enquiry, provide the requested service and maintain appropriate transaction records.

General enquiries and customer-service communications will be kept only for as long as reasonably necessary to respond, provide support and keep an appropriate record of the conversation.

Marketing information will be retained until you unsubscribe, withdraw your consent or we determine that it is no longer required. We may retain limited suppression information to ensure that we continue to respect your request not to receive marketing.

When personal information is no longer required, we will securely delete it, anonymise it or otherwise remove identifying details where reasonably possible.

We use reasonable technical and organisational measures designed to protect personal information against:

• Unauthorised access
• Accidental loss
• Misuse
• Alteration
• Disclosure
• Destruction

These measures may include access controls, account security, secure payment processing, restricted staff access and trusted service providers.

No online system or method of transmission is completely secure. You are responsible for protecting your account credentials and notifying us if you believe your account or personal information has been compromised.

Depending on the circumstances and applicable exceptions, you may have the right to:

• Be informed about how your information is used
• Request access to your personal information
• Ask us to correct inaccurate or incomplete information
• Ask us to delete certain information
• Ask us to restrict how certain information is used
• Object to certain processing
• Receive certain information in a portable format
• Withdraw consent
• Object to direct marketing
• Raise a concern with the Information Commissioner’s Office

To exercise a right, email dial24@timevault.ltd.

We may need to verify your identity before completing a request. We will normally respond within the period required by data-protection law.

Some rights are not absolute. We may retain or continue processing information where we have a lawful reason to do so.

We do not ordinarily make decisions about customers based solely on automated processing where the decision would produce legal or similarly significant effects.

Our payment, security or fraud-prevention providers may use automated systems to identify suspicious transactions. Their processing is governed by their own policies and legal obligations.

Our website may contain links to websites, apps or services operated by other organisations.

We are not responsible for the privacy practices of those organisations. You should review their privacy information before submitting personal data.

We may update this Privacy Policy when our services, technology, legal obligations or data-handling practices change.

The latest version will be published on this page with an updated revision date. Significant changes may also be communicated through our website or other appropriate methods.

For questions, requests or complaints about how Dial 24 uses your information, contact:

Dial 24
Operated by Time Vault Ltd
Email: dial24@timevault.ltd
Registered address: The Old Vicarage Cheadle Road, Draycott, Stoke-On-Trent, England, ST11 9RQ

Please contact us first so that we have an opportunity to investigate and respond.

You also have the right to complain to the Information Commissioner’s Office if you are concerned about how your personal information has been handled.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: ico.org.uk

Your right to make a complaint is not affected by contacting Dial 24 first.