Privacy Policy

1. Overview

This Privacy Policy explains how UltraSIPs collects, uses, and protects personal data when you use our website, request a quote, create an account, or place an order.

2. Information We Collect

2.1 Account and orders

• Name, email address, phone number
• Billing and delivery addresses
• Order details, order status, and delivery preferences
• Payment status, payment references, fraud-prevention and risk review data

2.2 Quotes and contact requests

• Project details you submit in our quote or contact forms
• Uploaded files (for example, drawings or measurements)
• Any follow-up correspondence linked to your enquiry

2.3 Communications and support

• Email correspondence with our team
• WhatsApp, Messenger, or similar conversation records where used
• Call recordings and transcripts where our phone systems create them for service, training, review, or lead handling

2.3 Analytics and usage

• Pages viewed and actions taken on the site
• Referral source, campaign tags, and basic device/browser information
• Session identifiers stored in local storage to group activity
• IP address and approximate location (city/region/country) derived from IP
• IP address and device data used for security, abuse prevention, and fraud detection

2.4 Cookies and local storage

• Session cookies for login and admin access
• Cart cookies to keep your basket between visits
• Local storage keys for analytics session tracking (optional)

2.5 Preferences and rights requests

• Marketing preferences and opt-in / opt-out status
• Do-not-contact requests
• UK GDPR access, deletion, or other rights requests

3. Cookies and Consent

We use cookies and similar technologies to run the site, analyse traffic, and support marketing. Non-essential cookies are only set when you give consent via our cookie banner.

• Essential cookies: Required for site functionality and security.
• Analytics cookies: Help us understand how the site is used.
• Marketing cookies: Used to measure and deliver relevant advertising.

Where enabled by your consent choices, this can include technologies from providers such as Google (for analytics / advertising tags) and Meta (for Meta Pixel and related advertising measurement).

You can accept all cookies, reject optional cookies, or customise your preferences at any time using the cookie banner.

4. How We Use Information

• Provide quotes, process orders, and deliver products
• Manage your account, orders, and support requests
• Send service emails (order confirmations, delivery updates)
• Send marketing updates only if you opt in
• Improve site performance, products, and customer experience
• Detect, prevent, and investigate fraud or misuse of the website

We only use your email address for UltraSIPs communications. We do not sell or rent email addresses to third parties.

5. Legal Basis for Processing

We process personal data to perform contracts with customers, to respond to requests, to meet legal obligations, and based on our legitimate interests in operating and improving the business. Where required, we rely on consent (for example, direct marketing and non-essential cookies).

6. Sharing and Service Providers

We share data only with trusted service providers who help us operate the site and fulfil orders. This can include payment processors, email delivery services, hosting providers, delivery partners, analytics or advertising platforms, and IP geolocation services to estimate visitor region. We do not sell personal data or allow partners to use it for their own marketing.

Important providers and categories currently used in our systems can include:

• Revolut for payment processing and related payment references / transaction status.
• Chatwoot for customer communications, inbox management, and conversation handling where used.
• Meta, including WhatsApp, Facebook Messenger, and Instagram, where messages, lead conversations, or advertising / measurement tools are used.
• Google for analytics and advertising tags where consent has been given.
• Cloudflare for content delivery, website security, bot protection, and Turnstile verification.
• ElevenLabs for call audio, call recordings, and related transcript content where we use speech-to-text or call transcription.
• OpenAI for limited text and image content where we use AI-assisted workflow tools, for example WhatsApp auto-reply drafting, internal communications summaries, unmatched communications digests, and admin quote-estimate support based on enquiry text, project notes, and quote attachments.
• IP geolocation providers such as ip-api and ipwho.is to estimate visitor / fraud-screening region from IP data.
• postcodes.io where postcode lookup is used to help complete address-related form fields.

We use these providers as service providers / processors to help us operate the business more efficiently. We aim to minimise what is shared and only send the information needed for the task in question.

7. How We Hold and Protect Data

We hold personal data in access-controlled business systems, including our website database, secure file or media storage, email and communications systems, and hosting infrastructure used to run the site and related services. Access is restricted to staff and providers who need it for legitimate business purposes.

We use administrative, technical, and organisational safeguards to reduce the risk of unauthorised access, loss, misuse, or alteration. Payment card details are handled by payment providers and are not stored in full on our servers. Where third-party processors are used, we expect them to use appropriate security controls and contractual safeguards appropriate to the service they provide.

8. Data Retention

We keep personal data only for as long as it is needed for the purpose it was collected, and for as long as we need to meet legal, accounting, tax, warranty, fraud-prevention, or dispute-handling obligations.

• Orders, invoices, payment records, and related accounting records: retained where required by law, including tax and accounting record-keeping requirements. Where VAT or similar business record-keeping rules apply, this may mean keeping records for at least 6 years.
• Customer account and project records: retained while the account or project remains active and for a reasonable period afterwards where needed for support, warranty, dispute, or repeat-order handling.
• Quotes, contact submissions, drawings, and uploaded enquiry files: retained only as long as reasonably needed for the enquiry, quotation, follow-up, project history, or related legal/business purposes.
• Communications records: retained where needed for customer service, evidence of instructions, dispute handling, training, fraud-prevention, or legal compliance.
• Marketing suppression records: if you opt out, we may keep a minimal record of that request so we do not contact you again in error.

9. Your Rights

You may request access, correction, deletion, restriction, or portability of your personal data. You may also object to processing or withdraw consent where applicable.

Direct marketing: if you object to direct marketing or unsubscribe, we will stop sending you marketing communications. We provide a direct unsubscribe / data rights page at ultrasips.com/unsubscribe.

Deletion requests: you may ask us to delete personal data where the law allows this. However, we may refuse or limit deletion where we still need the data to comply with legal obligations, establish or defend legal claims, prevent fraud, or maintain required business records.

To exercise your rights, contact us using the details below or use the unsubscribe / data rights page.

10. International Transfers

We primarily process data in the UK. Some service providers may process data in other regions, including outside the UK, for example where cloud, communications, AI, analytics, or support tooling is operated internationally.

Where this occurs, we use appropriate safeguards intended to protect personal data, such as contractual protections, provider transfer mechanisms, and limiting access to what is necessary for the service.

11. Contact and Complaints

If you have questions about this Privacy Policy or your data, contact us at:

Email: enquiries (at) ultrasips.com
Phone: 0800 033 7330

You also have the right to complain to the Information Commissioner's Office (ICO) if you believe your data has been handled unlawfully. Details are available at ico.org.uk.