Privacy Policy

Last updated: February 2026

1. Who We Are

Accro Clearline Ltd (“we”, “us”, “our”) is committed to protecting your personal data and respecting your privacy.

Data Controller: Accro Clearline Ltd
Registered Address: Unit 12 Ashfield Road Trading Estate, Salisbury, Wiltshire, SP2 7HL
Email: sales@clearline-uk.com
Phone: 01722 410 387

This Privacy Policy explains how we collect, use, store, and protect your personal information when you interact with us online, by phone, in person, or through other channels.

2. The Information We Collect

We may collect and process the following types of personal data:

Information you provide to us

  • Name
  • Billing and delivery address
  • Email address
  • Telephone number
  • Order and purchase details
  • Customer service enquiries or correspondence
  • Survey responses
  • Information provided by authorised third parties (e.g. carers, occupational therapists, or suppliers)

Payment information

Payments are processed securely by our payment providers. We do not store full payment card details.

Information collected automatically

  • IP address
  • Device type and browser information
  • Website usage and browsing behaviour
  • Cookie data
  • Purchase and product viewing history

Information from other sources

  • Publicly available address verification data
  • Information provided by third-party partners with your permission

3. How We Use Your Information

We use your personal data to:

  • Process and deliver your orders
  • Manage payments and refunds
  • Provide customer service and support
  • Send order confirmations, delivery updates, and service communications
  • Prevent fraud and protect our business and customers
  • Improve our website, products, and services
  • Personalise your shopping experience
  • Send marketing communications where you have given consent
  • Show relevant online advertising (with your consent for advertising cookies)

4. Lawful Basis for Processing

Under UK data protection law, we rely on the following legal bases:

  • Contract – to fulfil orders and provide our services
  • Legal obligation – to meet accounting, tax, and regulatory requirements
  • Legitimate interests – to improve our services, analyse usage, and prevent fraud
  • Consent – for email marketing, personalised advertising, and non-essential cookies

You can withdraw your consent at any time.

5. Marketing Communications

If you opt in to receive marketing emails, we will send updates about our products, offers, and news.

You can unsubscribe at any time by:

  • Clicking the unsubscribe link in any marketing email, or
  • Contacting us at sales@clearline-uk.com

Even if you opt out of marketing, we may still send essential service communications relating to your orders or product safety.

6. Cookies and Online Advertising

We use cookies to:

  • Keep items in your shopping basket
  • Remember your preferences
  • Analyse website traffic and performance
  • Provide personalised content and advertising

We will only place non-essential cookies (such as analytics and advertising cookies) with your consent. You can manage or withdraw your consent through our cookie banner or browser settings.

For full details, please see our Cookie Policy below.

7. Sharing Your Information

We do not sell your personal data.

We share your information only where necessary with trusted third-party data processors who act on our instructions and keep your data secure. These may include:

  • Delivery providers (e.g. Royal Mail, FedEx)
  • Payment service providers
  • Accounting software (e.g. Xero)
  • IT and website support providers
  • Marketing and advertising platforms (e.g. Google, Meta/Facebook)
  • Dropship suppliers who deliver products directly to you

We share only the minimum information required for these services.

8. International Data Transfers

Some of our service providers may process data outside the UK or European Economic Area (EEA).

Where this occurs, we ensure appropriate safeguards are in place, such as:

  • UK International Data Transfer Agreements (IDTA), or
  • Standard Contractual Clauses approved by regulators.

9. Data Retention

We keep personal data only as long as necessary:

  • Order and financial records: minimum 6 years (legal requirement)
  • Customer service records: up to 3 years
  • Marketing data: until you unsubscribe or after a period of inactivity
  • Website analytics data: retained in line with our cookie settings

After this period, data is securely deleted or anonymised.

10. Data Security

We implement appropriate technical and organisational measures to protect your personal data against:

  • Unauthorised access
  • Loss or damage
  • Misuse or disclosure

All staff and service providers are required to keep your information confidential.

11. Your Rights

Under UK data protection law, you have the right to:

  • Be informed about how your data is used
  • Access the personal data we hold about you
  • Correct inaccurate or incomplete data
  • Request deletion of your data
  • Restrict or object to processing
  • Request data portability
  • Withdraw consent at any time (where processing is based on consent)
  • Object to direct marketing

To exercise your rights, contact us at sales@clearline-uk.com.

We do not carry out automated decision-making or profiling that has legal or significant effects.

12. Links to Third-Party Websites

Our website may contain links to other websites. We are not responsible for the privacy practices or content of external sites.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services or legal requirements. The latest version will always be published on our website.

Where significant changes are made, we will take reasonable steps to inform you.

14. Contacting Us

If you have any questions, requests, or concerns about this Privacy Policy or your personal data, please contact:

Email: sales@clearline-uk.com
Phone: 01722 410 387
Address: Accro Clearline Ltd, Unit 12 Ashfield Road Trading Estate, Salisbury, Wiltshire, SP2 7HL

15. Complaints

If you are not satisfied with how we handle your personal data, you have the right to complain to the UK Information Commissioner’s Office (ICO):

Website: https://www.ico.org.uk/concerns
Phone: 0303 123 1113

If you are located outside the UK, you may contact your local data protection authority.

 

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Cookie Policy

Cookies are small text files that are placed on your device when you visit our website. They help the website function properly, improve your experience, and provide information about how the site is used.

Cookies may be either:

  • Session cookies – deleted when you close your browser
  • Persistent cookies – remain on your device for a set period or until deleted

 

Types of Cookies We Use

Strictly Necessary Cookies
These cookies are essential for the operation of our website and cannot be switched off. They are used to:

  • Enable core website functionality
  • Keep items in your shopping basket
  • Process orders securely
  • Protect against fraud and security risks

These cookies do not require your consent.

Performance and Analytics Cookies
These cookies help us understand how visitors use our website so we can improve performance and usability. They may collect information such as:

  • Pages visited
  • Time spent on the website
  • Error messages or technical issues

Where used, analytics cookies are only placed with your consent and may be provided by third-party services such as Google Analytics.

Functionality Cookies
These cookies remember your preferences and settings (such as location or previously entered information) to improve your experience. These are used only where you have given consent.

Advertising and Marketing Cookies
These cookies are used to:

  • Deliver relevant advertisements
  • Measure the effectiveness of marketing campaigns
  • Limit the number of times you see an advert
  • Build a profile of your interests

These cookies may be set by us or by third-party advertising partners such as Google or Meta (Facebook), and are only used with your consent.

Third-Party Cookies

Some cookies are set by third-party service providers who perform services on our behalf. These may include:

  • Website analytics providers
  • Advertising platforms (such as Google Ads and Meta/Facebook)
  • Embedded content or external services

These providers may collect information about your online activity across different websites. Please refer to their own privacy policies for further information.

Managing Your Cookie Preferences

When you first visit our website, you will be asked to accept or reject non-essential cookies through our cookie banner.

You can:

  • Accept all cookies
  • Reject non-essential cookies
  • Change or withdraw your consent at any time using the cookie settings on our website

You can also control cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of the website.

For more information about cookies and how to manage them, you can visit:

Cookie Retention

The length of time cookies remain on your device depends on the type of cookie:

  • Session cookies expire when you close your browser
  • Persistent cookies remain for a defined period or until deleted

Analytics and advertising cookies are retained only for as long as necessary for their purpose and in accordance with our data retention practices.