Privacy Policy

Who we are

ARK Care is a trading division of ARK Computer Repair Limited (company number 12870739, VAT number 383 0384 94), Unit 13 Palmerston Business Park, Palmerston Drive, Fareham, PO14 1DJ. We are the data controller for the personal data described in this policy. Contact us at support@arkcare.uk or 01329 623 555. This policy is written for the UK GDPR, the Data Protection Act 2018 and, where it applies to customers in the EU, the EU GDPR.

What we collect

• Account details: name, email address, telephone number and company name.
• Service details: devices covered, plan and subscription history, support requests, repair job records, booking details and technician notes.
• Billing details: subscription amounts, invoices and payment status. Card details are handled by Stripe and never stored by us.
• Technical data: monitoring, antivirus and backup telemetry from devices covered by your plan, plus basic website and sign-in logs (including IP address for security).

We do not knowingly collect data from children under 13, and we do not use your data for automated decision-making or profiling that produces legal effects.

How we use it, and our legal basis

• To provide your plan, subscriptions, repairs, bookings and support — performance of a contract.
• To take payment and manage renewals, refunds and account administration — contract, and legal obligation for tax records.
• To keep your devices secure, including monitoring, patching, antivirus alerts and backup status — legitimate interests in protecting you and our service.
• To send service and security emails such as confirmations, renewal reminders and account notices — contract and legitimate interests.
• Marketing emails — consent, which you can withdraw at any time using the unsubscribe link or by emailing us.
• Strictly necessary cookies — our legitimate interest in a working, secure site. See our cookie policy.
• Advertising and remarketing cookies from Meta (Facebook and Instagram), TikTok and Microsoft Advertising, so we can show our ads to people who have visited the site and measure which ads lead to enquiries — consent, which you give or refuse on our cookie banner and can withdraw at any time.
• Aggregated, cookie-free visitor statistics (page views, referring sites, rough country) so we know which pages are useful — legitimate interests. No profiling, and nothing stored on your device.

Who we share it with

We use trusted processors to deliver the service: Stripe (payments), Supabase (secure application hosting and database), ARK Hub (repair, job and invoice management), Emsisoft and Bitdefender (managed antivirus), SuperOps (device monitoring), Comet (cloud backup), Zoho Assist (remote sessions), Microsoft 365 (scheduling), Twilio (text reminders), Meta Platforms, TikTok and Microsoft (advertising and remarketing, only where you have consented), our website hosting platform (site delivery and aggregated visitor statistics) and our email delivery provider. Each is bound by a data processing agreement, only receives what it needs, and we never sell your data. We may also disclose data where the law requires it.

Storage, transfers and retention

Backup data is stored in the United Kingdom. Some providers process data outside the UK or EEA; where they do, transfers are covered by UK adequacy regulations or the International Data Transfer Agreement / EU Standard Contractual Clauses with the UK addendum. Account and service records are kept for the life of your account and for up to seven years afterwards where required for tax and accounting. Support and booking records are kept for up to six years. Backup data is deleted after a subscription ends, following the retention period stated in your plan.

How we keep it safe

Access to customer data is restricted to named staff, protected by single sign-on and multi-factor authentication. Data is encrypted in transit and at rest, integration credentials are stored encrypted, and access is logged. If a breach is likely to risk your rights we will tell the ICO within 72 hours and tell you without undue delay.

Your rights

You may request access to, correction of, or deletion of your personal data, object to or restrict processing, withdraw consent, and request data portability. Email support@arkcare.uk and we will respond within one month, free of charge. You can also complain to the Information Commissioner's Office at ico.org.uk, by post at Wycliffe House, Water Lane, Wilmslow, SK9 5AF, or on 0303 123 1113. If you are in the EU you may complain to your local supervisory authority.

Cookies and site statistics

We use essential cookies and local storage to keep you signed in, to secure the portal and to remember your light or dark mode choice. Visitor statistics are collected by our hosting platform in aggregate and without cookies. With your consent we also use advertising and remarketing pixels from Meta (Facebook and Instagram), TikTok and Microsoft Advertising; these are switched off until you accept them, rejecting is as easy as accepting, and you can change your mind at any time with the "Cookie settings" link in the footer. We do not use Google Analytics. Full details are in our cookie policy at arkcare.uk/cookies.

Changes to this policy

If we change this policy we will update the date at the top of this page, and tell you by email where the change materially affects you.