Privacy Policy

1. Who We Are

FlexiWiFi ("we", "us", "our") is the data controller responsible for your personal data. We are registered in England and Wales. If you have any questions about how we handle your data, please contact us via the contact page.

2. Optional Broadband Compensation Research

After using our broadband compensation calculator, you can choose to contribute a limited result to our research. Contributing is optional and is never required to see your estimate or book temporary WiFi.

If you contribute, we collect the broadband provider, which problems you told us about (a fault, a delayed installation or missed appointments), the calculated number of days past the provider’s deadline, whether each problem is resolved, whether a fault was a complete loss of service, the missed-appointment count and the compensation-rate version used. You may also provide the first part of your postcode and, for a new installation, the reason for it. We do not collect your name, address, full postcode, account or order number, contact details, exact fault, repair or activation dates, IP address, cookie identifier, analytics identifier or FlexiWiFi customer relationship for this research submission.

We use these submissions to understand broadband faults and delays, improve our guidance and produce aggregated articles, research and commercial reports. We retain individual submissions for up to three years, with periodic review, then delete them or keep only non-identifying aggregate totals. Individual submissions are not published, shared or sold. Only aggregated findings may be published, shared or licensed, and small groups are suppressed or combined to reduce identification risk.

The information is deliberately limited, but we do not describe it as legally anonymous in every context. If you have a privacy question, contact us through the contact page.

3. What Data We Collect

When you place an order, we collect:

• Full name
• Email address
• Phone number
• Delivery address
• Payment information, including billing address and location data used for fraud prevention. Stripe processes this securely and may retain a reusable payment method. We do not receive or store your full card number or card security code.
• Rental dates and device selection
• Mobile data allowance used during your rental (recorded from our network provider when your device is returned)

We also collect anonymised usage data via Vercel Analytics to understand how visitors use our website. This does not identify you personally.

Where you consent to analytics cookies, we also collect usage data, such as pages viewed, visit times, referring pages, device and browser details, and approximate location based on IP address, via Google Analytics and StatCounter. See our Cookie Policy for details and how to change your preference.

4. How We Use Your Data

We use your data to:

• Process and fulfil your rental order
• Arrange delivery and returns
• Send order confirmations and important updates about your hire
• Process payments and manage deposits
• Retain a Stripe payment method during a rental and use it only for amounts properly due under our Terms & Conditions for unreturned or damaged equipment or missing accessories
• Verify data allowance usage and calculate any excess-usage charges or refunds
• Respond to customer service enquiries
• Comply with our legal obligations

5. Legal Basis for Processing

We process your data on the basis of contract performance, as it is necessary to fulfil and administer your rental order. We also rely on our legitimate interests where necessary to protect and recover our rental equipment, prevent duplicate or improper charges and resolve payment or courier disputes. We balance those interests against your rights and apply the safeguards described in our Terms & Conditions. Where we have a legal obligation, including tax record keeping, we process data on the basis of legal compliance.

6. Who We Share Your Data With

We share data only where necessary:

• Stripe: to process payments securely. Stripe also independently processes some data (such as billing address and location) for its own fraud prevention and legal compliance purposes, under Stripe's own privacy policy.
• Sendcloud: our shipping platform, used to create delivery and return labels. Sendcloud passes the name and address needed for the label to the relevant carrier. Sendcloud is based in the Netherlands and processes data under its own privacy policy.
• Royal Mail and other carriers: to deliver your device and handle returns
• Vercel: our hosting provider
• Google LLC: for website analytics and, separately, for advertising where you have consented to advertising cookies (see our Cookie Policy). Data collected is pseudonymous usage data, not the personal data listed in Section 3, and may be transferred to and processed in the United States under Google's standard contractual clauses.
• StatCounter: for website analytics where you have consented to analytics cookies. StatCounter receives pseudonymous usage and technical data, including IP address, device and browser details, referring pages and pages viewed. See our Cookie Policy.

We never sell or rent your personal data. We do not share the details you give us when booking, such as your name, email, phone number or address, with anyone for marketing purposes. If you consent to advertising cookies, Google receives pseudonymous browsing data that lets us show you our ads on other sites; you can withdraw that consent at any time from the "Manage cookie preferences" link in the footer.

7. How Long We Keep Your Data

We retain order and customer data for up to 7 years to comply with HMRC record-keeping requirements. After this period, data is securely deleted. You may request earlier deletion where it does not conflict with our legal obligations; see Section 9.

A reusable payment method may remain attached to your Stripe customer record throughout the rental and while any return, inspection, payment, refund, dispute or related claim remains unresolved. We normally detach it within 30 days after the rental has been fully returned and settled. Payment and refund records may remain with Stripe for longer where required for financial, fraud-prevention or legal purposes, but the payment method will no longer be available to us for a new off-session charge after it is detached.

8. Cookies

We use cookies to make our website function and to understand how it is used. For full details, see our Cookie Policy.

9. Your Rights

Under UK GDPR, you have the right to:

• Access: request a copy of the data we hold about you
• Rectification: ask us to correct inaccurate data
• Erasure: ask us to delete your data (subject to legal obligations)
• Restriction: ask us to limit how we use your data
• Portability: receive your data in a portable format
• Objection: object to certain types of processing

To exercise any of these rights, contact us via the contact page. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

10. Data Security

We take reasonable technical and organisational measures to protect your data. Payments are processed entirely by Stripe. We never receive or store your full card number or card security code. Our website is served over HTTPS at all times.

11. Changes to This Policy

We may update this policy from time to time. The "last updated" date at the top of the page will always reflect the most recent version. Continued use of our services after a change constitutes acceptance of the updated policy.