1. About this Notice

This Privacy and Cookie Notice explains how Multiplex IT Solutions Limited ("Multiplex IT Solutions", "we", "us" or "our") collects, uses, stores and shares personal information.

It applies to personal information processed through our website, online store, customer and member accounts, enquiries, bookings, orders, correspondence and the administration of our services.

It also explains our use of cookies and similar technologies.

Multiplex IT Solutions Limited is the controller of personal information that we process for our own business purposes.

When we access or process personal information contained within a client's ServiceM8 account solely in order to provide services to that client, we may instead act as a processor on the client's instructions. Those activities are dealt with separately under our Terms and Conditions of Business and any applicable data-processing terms.

2. Information We May Collect

Depending on how you interact with us, we may collect or receive:

• your name;

• business or organisation name;

• email address;

• telephone number;

• billing, service or job address;

• account and member-profile information;

• details of products or services ordered;

• order values, transaction references and payment status;

• correspondence and communications with us;

• booking and enquiry information;

• information necessary to provide access to, or work within, a ServiceM8 account;

• technical information about visits to our website, such as device, browser, approximate location, pages viewed and interaction information;

• cookie and analytics information; and

• information reasonably required to prevent fraud, protect our systems or resolve a dispute.

Please do not provide special-category, criminal-offence or other unusually sensitive personal information unless it is genuinely necessary and we have agreed that it should be provided.

3. How We Receive Information

We may receive personal information:

• directly from you;

• from the business or organisation you represent;

• when you create or use a website member account;

• when you place an order through our Wix online store;

• when you contact us by telephone or email;

• through our ServiceM8 online booking facility;

• through a ServiceM8 account to which a client has authorised us to have access;

• from our payment, accounting and technology providers where necessary to administer a transaction; and

• automatically through our website and permitted cookies or analytics technologies.

Our ServiceM8 booking facility may request your first and last name, email address, contact telephone number, job address and, where applicable, business name.

4. How We Use Personal Information and Our Lawful Bases

Enquiries and bookings

We use contact and booking information to respond to enquiries, assess requirements, arrange appointments and take steps towards providing services.

Where you are contracting with us personally, including as a Consumer or sole trader, this processing may be necessary to take steps at your request before entering into a contract or to perform a contract.

Where you contact us on behalf of a company or other organisation, we normally rely upon our legitimate interests in communicating with that organisation and managing prospective and existing business relationships.

Orders and fulfilment

We use customer, order and contact information to:

• process and administer orders;

• confirm purchases;

• contact customers regarding fulfilment;

• arrange access to the customer's ServiceM8 account where necessary;

• install or provide purchased ServiceM8 Forms;

• provide support relating to an order;

• manage refunds, disputes or corrections; and

• maintain an appropriate record of the transaction.

We rely upon performance of a contract where the contract is with the individual concerned. Where the customer is a company or other organisation, we may rely upon our legitimate interests in administering the contract and dealing with its authorised representatives.

Payments, accounting and legal records

Payments made through our website are processed using the payment facilities made available through Wix and its payment providers.

We may receive information such as the customer's identity, amount paid, transaction reference and payment status. We do not intentionally store full payment-card details within our own business systems.

Order and transaction information may subsequently be recorded within Xero for bookkeeping, accounting and financial administration.

We process this information where necessary to perform our contractual obligations, comply with accounting, tax and other legal obligations, and pursue our legitimate interests in maintaining accurate business and financial records.

Website member accounts

If you create a member account, we use information associated with the account to provide and administer that functionality, identify you, manage your orders and maintain the security of the account and website.

Authentication and password functionality is provided through Wix. You are responsible for keeping your own login credentials secure.

ServiceM8 access

Where a customer purchases a ServiceM8 Form or otherwise instructs us to undertake work within its ServiceM8 account, the customer may authorise us to connect to or access that account as a ServiceM8 Partner.

Where personal information belonging to the customer's own customers, personnel or other individuals is encountered solely because we are carrying out the customer's documented instructions, the customer will normally be the controller and Multiplex IT Solutions Limited will normally act as a processor.

We will access and use that information only to the extent reasonably required to provide the agreed services and subject to our applicable contractual and data-processing obligations.

Security and business administration

We may process information where reasonably necessary to:

• protect our website, accounts and systems;

• detect or prevent fraud or misuse;

• establish, exercise or defend legal claims;

• investigate complaints;

• maintain business records;

• obtain professional advice; and

• protect our legal and commercial interests.

We normally rely upon legitimate interests for these purposes unless another lawful basis applies.

5. Analytics

We use Google Analytics to help us understand how visitors use our website and to improve its content, performance and usability.

Where analytics technologies require consent, they will be treated as optional and should operate only where the visitor has made the appropriate choice through our cookie controls.

We do not currently use information collected through the website for our own targeted advertising or remarketing campaigns.

6. Who We Share Information With

Where reasonably necessary, personal information may be shared with or processed using:

Wix

Our website, online store, member-account functionality and online payment facilities are provided using Wix and associated payment services.

Wix and its service providers may process information necessary to operate the website, maintain customer accounts, process orders and payments, provide security and perform related technical functions.

ServiceM8

ServiceM8 provides our booking and job-management platform and is also the third-party platform into which purchased ServiceM8 Forms are normally installed.

Microsoft 365

We use Microsoft 365 for business email, communications and related business administration. Order notifications and correspondence may therefore be processed through Microsoft 365.

Xero

We use Xero for accounting and bookkeeping. Relevant customer, supplier, invoice, order and transaction information may be recorded within Xero where reasonably necessary for financial administration.

Other recipients

We may also disclose relevant information to:

• IT, hosting, security and technical service providers;

• professional advisers such as accountants, insurers or legal advisers;

• banks and payment providers;

• regulators, courts, law-enforcement bodies or public authorities where disclosure is required or permitted by law;

• prospective purchasers or advisers in connection with a genuine sale, restructuring or transfer of all or part of the business, subject to appropriate safeguards; and

• other parties where you have specifically instructed or authorised us to do so.

We do not sell personal information.

7. International Processing and Transfers

Some of our technology and service providers operate internationally and may process information outside the United Kingdom.

Where personal information is subject to a restricted international transfer, we take reasonable steps to ensure that the transfer is made using a mechanism permitted by applicable UK data-protection law. This may include an applicable UK adequacy regulation or appropriate contractual or other safeguards.

You may contact privacy@mpits.co.uk if you would like further information about the safeguards applicable to a particular transfer.

8. How Long We Keep Information

We do not keep personal information for longer than reasonably necessary for the purpose for which it was collected, taking account of legal, accounting, contractual, security and dispute-resolution requirements.

Our normal approach is as follows.

Enquiries that do not result in work: normally retained for up to 12 months after the last meaningful contact, unless there is a legitimate reason to keep the information for longer.

Customer, order, contract and financial records: normally retained for at least the period required for company, accounting and tax records and, where appropriate, for the period during which a legal claim could reasonably arise. Relevant records will commonly be retained for approximately six years.

ServiceM8 account access: access granted specifically to perform work for a customer will be retained only for as long as reasonably required to provide the relevant services or support. This does not require us to retain copies of information contained in the customer's ServiceM8 account after that access is no longer required.

Website member accounts: account information may be retained while an account remains active. When an account is closed or no longer required, information will be deleted or anonymised when it is no longer reasonably needed, although associated transaction and contractual records may need to be retained separately.

Analytics information: retained in accordance with the settings applied to our analytics services and only for as long as reasonably required to understand and improve use of the website.

Security information: retained for an appropriate period according to the nature of the information and any security incident, investigation or legal requirement concerned.

We may retain information for longer where this is necessary because of a dispute, legal claim, regulatory requirement, fraud investigation or other legitimate legal reason.

9. Your Rights

Depending upon the circumstances and the lawful basis being used, you may have rights including the right to:

• ask whether we hold personal information about you;

• obtain a copy of your personal information;

• have inaccurate information corrected;

• have certain information erased;

• restrict certain processing;

• object to processing based upon legitimate interests;

• receive certain information in a portable format;

• withdraw consent where processing is based upon consent; and

• complain about the way your personal information has been handled.

These rights are not absolute and different rights apply in different circumstances.

To exercise a data-protection right, contact:

privacy@mpits.co.uk

We may need to ask for information reasonably necessary to verify your identity before acting upon a request.

You also have the right to raise a concern with the Information Commissioner's Office (ICO), the UK's data-protection regulator.

10. Cookies and Similar Technologies

Our website uses cookies and similar technologies.

Strictly necessary technologies

Some technologies are necessary for the website to function or to provide a service requested by the visitor. Depending upon the Wix features being used, these may support functions such as:

• website security;

• network and session management;

• shopping baskets and checkout;

• member login and authentication;

• remembering essential preferences; and

• storing cookie choices.

Where a technology is genuinely necessary to provide a service requested by the visitor, it may operate without optional cookie consent.

Analytics technologies

We use Google Analytics to measure and understand use of our website.

Where consent is required for the way analytics is configured and used, Google Analytics will be categorised as an optional analytics technology and will not be intentionally enabled until the visitor has made the appropriate choice.

Visitors can change or withdraw their cookie choices using the cookie controls made available on the website.

Third-party services

When you follow a link to a third-party platform, including a ServiceM8-hosted booking page, that platform may use its own cookies or similar technologies. Its use of those technologies is also subject to the settings and information provided through that service.

11. No Direct Marketing

We do not currently use the personal information described in this Notice to send general promotional or direct-marketing emails or text messages.

Ordinary service communications, order updates, appointment information, responses to enquiries, invoices and other communications necessary to administer a customer relationship are not treated as promotional marketing for this purpose.

If our marketing practices change materially, we will update this Notice and provide any choices required by applicable law.

12. Automated Decision-Making

We do not currently make decisions about customers based solely on automated processing where those decisions produce legal or similarly significant effects.

13. Children

Our website, products and services are intended for businesses, professionals and adult customers and are not specifically directed at children.

We do not knowingly seek to collect personal information from children through the website.

14. Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

No internet-based service can be guaranteed to be completely secure. Users should also take appropriate steps to protect their own devices, accounts and login credentials.

15. Changes to this Notice

We may update this Privacy and Cookie Notice where our services, technology, suppliers or legal obligations change.

The current version and effective date will be shown at the beginning of this Notice.

Material changes will be brought to users' attention where reasonably appropriate.

16. Contact Us

Questions, requests or concerns relating to personal information should be sent to:

Multiplex IT Solutions Limited
Tuition House
27-37 St. Georges Road
London
United Kingdom
SW19 4EU

Email: privacy@mpits.co.uk