1. Who We Are

This website is operated by Alvonex Ltd, a company registered in England and Wales under company number 14908808.

For the purposes of applicable UK data protection law, Alvonex Ltd is the controller of personal information that we determine how and why to process.

Address: 175 Bacup Road, Rawtenstall, Rossendale, Lancashire BB4 7NW.

Email: support@alvonex.co.uk
Telephone: +44 (0)7591 667372

2. Information We May Collect

The personal information we collect depends on how you interact with Alvonex.

It may include:

• your name;
• billing and delivery address;
• email address;
• telephone number;
• order and transaction information;
• products, plans and services you purchase;
• SIM or eSIM service and activation information;
• mobile number and number-porting information where required;
• business or company information where you purchase a Business Mobile service;
• communications you send to us;
• customer support enquiries;
• website and device information; and
• cookie and analytics information where permitted.

3. Information About Payments

Payments may be processed by third-party payment providers such as Stripe.

Alvonex does not need to receive or store your complete payment card details when payment information is entered directly into a payment provider’s secure payment system.

We may receive information from the payment provider such as payment status, transaction reference, amount paid, billing information and limited payment-method information necessary to administer your order or subscription.

4. How We Collect Your Information

We may collect information when you:

• place an order through our website;
• purchase or subscribe to a mobile service;
• request a physical SIM or eSIM;
• contact us by telephone, email or contact form;
• request customer support;
• book a consultation;
• subscribe to communications where offered;
• use or browse our website; or
• interact with cookies and similar technologies.

We may also receive information from service providers and mobile connectivity partners where necessary to provide or administer your service.

5. How We Use Your Information

We may use personal information to:

• process and fulfil orders;
• arrange delivery of physical SIM cards and other products;
• provision and activate SIM and eSIM services;
• set up and administer recurring mobile services;
• process number-porting requests where applicable;
• manage payments and subscriptions;
• provide customer support;
• respond to enquiries and complaints;
• communicate important information about an order or service;
• maintain appropriate business and accounting records;
• protect our website and services against fraud, abuse and security threats;
• improve our website and customer experience;
• measure website performance where permitted; and
• comply with legal and regulatory obligations.

6. Our Lawful Bases for Processing

Under UK data protection law, we must have a lawful basis for processing personal information.

Depending on the circumstances, we may rely on:

Contract

Where processing is necessary to take steps at your request before entering into a contract or to provide a product or service you have purchased.

Legal obligation

Where we need to process or retain information to comply with applicable legal, tax, accounting or regulatory requirements.

Legitimate interests

Where processing is reasonably necessary for legitimate business purposes, provided those interests are not overridden by your rights and interests. Examples may include preventing fraud, securing our website, managing customer relationships and improving our services.

Consent

Where consent is required, for example for certain non-essential cookies or particular forms of electronic marketing. You may withdraw your consent at any time.

7. SIM and eSIM Service Provisioning

When you purchase a mobile connectivity service, we may need to share relevant information with the mobile network, connectivity provider or service partner involved in provisioning and administering that service.

This may include information necessary to create a connection, supply a SIM or eSIM, activate a service, manage a mobile number, process a number port or provide ongoing support.

8. Companies and Service Providers We Use

We use third-party organisations to help operate our website and provide our products and services.

These may include providers of:

• website hosting and WordPress services;
• e-commerce technology;
• payment processing;
• mobile network and connectivity services;
• postal and delivery services;
• email and communications services;
• website security;
• analytics;
• advertising and marketing technology where permitted; and
• professional, accounting or legal services.

Where another organisation processes personal information on our behalf, we take appropriate steps to ensure that information is handled appropriately.

9. WooCommerce and WordPress

Our website uses WordPress and WooCommerce technology to operate the website and online shop.

Information submitted when placing an order may be stored within our website’s order-management system so that we can fulfil orders, provide support and maintain appropriate transaction records.

10. Google Services and Analytics

We may use Google services such as Google Analytics, Search Console, Merchant Center and related technologies to understand website performance, manage product listings and improve our online services.

Analytics or advertising technologies that require consent will be used in accordance with your cookie choices and applicable law.

11. Cookies

Our website uses cookies and similar technologies. Some cookies are necessary for the website, shopping basket, checkout, security or other essential functions to work.

Other cookies, such as analytics or advertising cookies, may require your consent before they are placed on your device.

Where required, you can manage your choices using the cookie consent controls displayed on our website.

Further information about the cookies used on this website will be available in our Cookie Policy.

12. Marketing Communications

Where we send electronic marketing communications, we will do so in accordance with applicable privacy and electronic communications law.

Where consent is required, we will ask for it. You can unsubscribe from marketing communications at any time using the unsubscribe method provided or by contacting us.

Service communications relating to an order, payment, subscription, security issue or active mobile service are not marketing communications and may still be sent where necessary.

13. How Long We Keep Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to provide services, resolve disputes and meet legal, tax, accounting and regulatory requirements.

Different categories of information may therefore be retained for different periods.

When information is no longer required, we will take appropriate steps to delete, anonymise or securely dispose of it.

14. International Transfers

Some technology and service providers we use may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer is made in accordance with applicable UK data protection requirements.

15. Keeping Your Information Secure

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

No internet-based system can be guaranteed to be completely secure. Customers should also take reasonable precautions to protect their passwords, devices, SIM information and account details.

16. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you rights including the right to:

• ask us for access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase personal information in certain circumstances;
• ask us to restrict processing in certain circumstances;
• object to certain processing;
• receive certain information in a portable format;
• withdraw consent where processing is based on consent; and
• complain about how your information has been handled.

These rights are subject to the conditions and exemptions provided by applicable law.

To exercise a data protection right, contact us at support@alvonex.co.uk.

17. Complaints About Data Protection

If you have concerns about how Alvonex has handled your personal information, please contact us first so that we can investigate the matter.

You also have the right to complain to the UK’s data protection supervisory authority, the Information Commissioner’s Office (ICO).

18. Links to Other Websites

Our website may contain links to mobile networks, payment providers, Alvonex Academy or other third-party websites.

Those websites operate under their own privacy policies. Alvonex is not responsible for the privacy practices of third-party websites.

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, legal requirements or how we process personal information.

The latest version will be published on this website with the date it was last updated.

20. Contact Us

If you have a question about this Privacy Policy or how we handle your personal information, please contact Alvonex.