Privacy Policy

Urban IT Support Ltd is committed to protecting your privacy, and being transparent about how we use your information. This policy explains how and when we use your personal information, along with your rights and how we keep it secure.

If you have any questions about this policy, or any of our privacy practices, please contact us by e-mailing [email protected], or writing to us at:
Urban IT Support Ltd
Piece Mill
25-27 Horton Street
Alternatively, you can telephone us on 01422 646465.

From time to time, we may change this policy, so please regularly check this page for the latest updates. We will, however, try and contact you whenever this policy changes to keep you up-to-date.

Who are we?
We are Urban IT Support Ltd, a company registered in England and Wales under company number 07948984. Our registered office is Piece Mill, 25-27 Horton Street, Halifax, HX1 1QE, and we provide IT support and consultancy to businesses throughout Yorkshire.

How do we collect your information?
We collect your information when you interact with us, which includes:
> Sending us a message on our website, or contacting us by phone, e-mail or post about any of our services;
> When you use our website, for example browse through our pages;
> Speaking to us through the ‘Live Chat’ function on our website;
> When you requesting IT support or consultancy help, for example by raising a ticket or support request; or
> When you sign up to our services, for example if you sign an IT Support Agreement.

How do we use your information?
We use your information to:
> Communicate with you about the latest IT developments which we feel may be of interest to you and to which you have agreed to receive;
> Carry out our obligations arising from any contracts entered into between you and us (such as billing for an IT Support agreement);
> Fulfil any purposes made clear to you at the time you submitted your information – for example to provide access to a software demo package;
> Notify you of any changes to the services that we provide;
> Seek your views or comments on services that we offer; or
> Process any orders that you make, for example new equipment or software.

We also use your information to provide IT Support services to you, your clients and staff. For example, a member of your staff may e-mail us or raise a ticket requesting support with a computer problem, or ask that a new user account is set up. The information provided to us will only be used for the purpose of fulfilling the request.

How long do we keep your information for?
We will only ever keep information for as long as needed to fulfil the original purpose. For example, if you speak to us via our LiveChat system, we will only ever retain the chat history for the duration of the chat – as we have no reason to store it longer. Some information (for example invoices) we are required to retain for legal reasons for a specific length of time.

If we hold any of your core data (for example backup copies of your servers), we will only ever retain this for the period agreed with you. For example, if you request that we backup your server to our systems every week, and store these copies for a year, we will only ever do that.

If you would like to understand how long a specific piece of information is retained for, we encourage you to get in contact with us.

Who has access to your information?
We will never sell, rent or pass your information onto any third parties without your permission. If you purchase software through us (for example anti-virus software), we may need to pass your details onto a third-party vendor or supplier to allow them to set up your account, licenses and any other services that you request. For example, to set up Sophos anti-virus for your organisation, we will need to pass your details onto Sophos. We will always inform you in advance of these third-parties, and we strongly recommend you read the Privacy Policies of these third-party organisations to ensure you understand how they use your information.

If you communicate with us via our LiveChat function on the website, the information collected will include your name, IP Address and any message(s) communicated with us. The LiveChat function is managed by a third-party (Zendesk), and we recommend that you review their privacy policy.

If you request that we collect your invoice payments via Direct Debit, your details (name, address and direct debit details) will be handled by our third-party payment processor (GoCardless). Their privacy policy can be found by clicking here:

If, for whatever reason, we are required to hold passwords or other details for your systems (such as to allow us to support your servers), this will always be kept in an encrypted format to which only Urban IT Support personnel will have access to.

Like many other websites, we use cookies to improve our website and provide a more personalised service to you. Cookies are small files that are stored on your computer to recognise when you visit us, what pages you visit, and how you use our website. These cookies do not contain any personal information, and you can turn off cookies by changing your internet browser settings.

Your choices
You can choose whether you want to receive marketing information from us. If you receive an e-mail from us, you can opt-out at any time by clicking the unsubscribe link at the bottom of the e-mail. Likewise, you can change your choices by:

Writing to us: Urban IT Support Ltd Piece Mill, 25-27 Horton Street, Halifax, HX1 1QE

Phoning us: 01422 646465

E-Mailing us: [email protected]

How you can access your information
It is important that information that we hold about you is kept up-to-date and accurate. If you feel that any of your information has changed (for example your address, or telephone number), please contact us by e-mailing [email protected], or writing to us at Urban IT Support Ltd, Piece Mill, 25-27 Horton Street, Halifax, HX1 1QE. Alternatively, you can telephone us on 01422 646465.

You also have the right to access any information that we hold about you by contacting us using the details above. There is no charge for this, and we will fulfil your request within 30 days.

16 and under
If you are aged 16 or under, please ask permission from your parent or guardian before providing us with your personal information.

Changes to this policy
From time to time, we may change this policy to reflect new features or services that we offer. We last updated this policy in May 2021, so please regularly check this page to stay up to date. We will, however, always try and let you know (for example by e-mailing you) about any changes to the way we use your information.