Privacy Policy
Trulox ("we", "us", or "our") is committed to protecting your privacy. This policy explains how we collect, use, store, and protect your personal information when you use our website (trulox.co.uk) and locksmith services, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Privacy and Electronic Communications Regulations (PECR).
1. Who We Are
For the purposes of UK data protection law, the data controller responsible for your personal information is:
- Business name: TRULOX LTD
- Email: hello@trulox.co.uk
- Phone: 0333 038 3828
- Website: trulox.co.uk
2. Information We Collect
We collect personal information in the following ways:
Information you provide directly
- Contact details: Name, phone number, email address when you contact us via phone, WhatsApp, or email
- Service address: Your property address when you request locksmith services
- Payment information: Processed securely at the point of service (we do not store card details)
Information collected automatically
- Usage data: Pages visited, time spent, referral source, and device/browser information
- IP address: Collected via analytics tools to understand geographic trends
- Cookie data: As described in Section 8 below
3. Lawful Basis for Processing
Under UK GDPR, we must have a valid legal reason (lawful basis) for processing your personal data. We rely on the following:
| Purpose | Lawful Basis |
|---|---|
| Providing locksmith services you request | Contract — necessary to fulfil the service agreement |
| Responding to your enquiries | Legitimate interest — to answer questions about our services |
| Issuing invoices and keeping financial records | Legal obligation — required by HMRC for tax compliance |
| Analytics cookies (Google Analytics) | Consent — granted via our cookie banner |
| Advertising cookies (Google Ads) | Consent — granted via our cookie banner |
| Improving our website and services | Legitimate interest — to enhance user experience |
4. How We Use Your Information
We use your personal information to:
- Provide the locksmith services you have requested
- Respond to your enquiries and provide quotes
- Process payments and maintain financial records
- Improve our website, services, and customer experience
- Measure the effectiveness of our advertising (with your consent)
- Comply with legal and regulatory obligations
5. Who We Share Your Data With
We do not sell your personal information. We may share your data with the following trusted third-party service providers who process data on our behalf:
| Provider | Purpose | Location |
|---|---|---|
| Google LLC | Analytics (GA4), Advertising (Google Ads), Tag management (GTM) | USA (UK Adequacy Regulations) |
| Stape.io | Server-side analytics proxy for improved data accuracy and privacy | EU (GDPR compliant) |
| CallRail Inc | Call tracking and attribution to measure advertising performance | USA (Standard Contractual Clauses) |
| Meta Platforms | WhatsApp Business communication platform | USA (UK Adequacy Regulations) |
| Netlify Inc | Website hosting, CDN, and deployment | USA (UK Adequacy Regulations) |
| Jobber | Job scheduling, invoicing, and customer relationship management | Canada (UK Adequacy Regulations) |
| Zapier Inc | Workflow automation connecting our business tools | USA (UK Adequacy Regulations) |
We may also share data with:
- Legal authorities when required by law or to protect our legal rights
- Professional advisors (e.g., accountants) under strict confidentiality
6. International Data Transfers
Some of our third-party providers are based outside the UK. When we transfer personal data internationally, we ensure it is protected by one or more of the following safeguards:
- UK Adequacy Regulations: The destination country has been deemed to provide adequate data protection by the UK Government
- Standard Contractual Clauses (SCCs): Approved contractual terms that bind the recipient to protect your data
- International Data Transfer Agreement (IDTA): The UK-specific mechanism for cross-border data transfers
7. How Long We Keep Your Data
We only keep your personal data for as long as necessary for the purpose it was collected. Our retention periods are:
| Data Type | Retention Period | Reason |
|---|---|---|
| Invoices and financial records | 6 years | HMRC tax compliance |
| Customer service records (completed jobs) | 6 years | Limitation period for civil claims |
| Enquiries and quotes (not proceeded) | 90 days | Deleted after reasonable follow-up period |
| Analytics data (Google Analytics) | 14 months | GA4 default data retention setting |
| Cookie consent preference | Until withdrawn | Stored locally in your browser |
8. Cookies and Tracking Technologies
Our website uses cookies — small files stored on your device — to improve your experience and measure our advertising effectiveness. Non-essential cookies are only activated after you provide consent via our cookie banner.
Types of cookies we use
| Cookie | Provider | Purpose | Duration |
|---|---|---|---|
| trulox_cookie_consent_v2 | Trulox | Stores your cookie consent preference (localStorage) | Until cleared |
| _ga, _ga_* | Analytics — distinguishes unique visitors | 14 months | |
| _gcl_au | Ads conversion tracking | 90 days | |
| _gat_* | Ads — throttles request rate | 1 minute |
You can manage your cookie preferences at any time by clicking "Cookie Settings" in the website footer. You can also control cookies through your browser settings, though this may affect website functionality.
Google Consent Mode
We use Google Consent Mode v2 to ensure that analytics and advertising tags respect your consent choice. When you decline cookies, these tags operate in a restricted mode that does not store cookies or collect personally identifiable information.
9. Google Analytics and Google Ads
We use Google Analytics 4 (GA4) via a server-side proxy (Stape.io) to understand how visitors interact with our website. This data helps us improve our services and measure which pages are most useful.
We use Google Ads to advertise our locksmith services. You can opt out of personalised advertising by visiting Google Ads Settings or by rejecting cookies via our cookie banner.
10. Your Rights
Under UK GDPR, you have the following rights regarding your personal data:
- Right of access: Request a copy of the personal data we hold about you
- Right to rectification: Request correction of inaccurate or incomplete data
- Right to erasure: Request deletion of your data ("right to be forgotten")
- Right to restriction: Request that we limit how we process your data
- Right to object: Object to processing based on legitimate interests
- Right to data portability: Request your data in a structured, machine-readable format
- Right to withdraw consent: Withdraw consent at any time (e.g., via Cookie Settings in our footer)
To exercise any of these rights, contact us using the details in Section 1. We will respond within one month of receiving your request.
11. How We Protect Your Information
We implement appropriate technical and organisational measures to protect your personal data, including:
- HTTPS encryption on all pages
- Server-side analytics processing (via Stape.io) to minimise client-side data exposure
- Regular review of third-party processor security practices
- Access restricted to authorised personnel only
12. Third-Party Links
Our website may contain links to third-party websites (e.g., Google Maps, WhatsApp). We are not responsible for the privacy practices of these external sites and encourage you to read their privacy policies.
13. Children's Privacy
Our services are not directed at children under the age of 16. We do not knowingly collect personal data from children.
14. Complaints
If you are unhappy with how we have handled your personal data, please contact us first so we can try to resolve the issue. If you remain dissatisfied, you have the right to lodge a complaint with the UK's data protection authority:
- Information Commissioner's Office (ICO)
- Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
- Helpline: 0303 123 1113
- Website: ico.org.uk/make-a-complaint
15. Contact Us
If you have questions about this privacy policy or wish to exercise your data protection rights, contact us:
- Email: hello@trulox.co.uk
- Phone: 0333 038 3828
- WhatsApp: Message us on WhatsApp
16. Changes to This Policy
We may update this policy to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised "Last updated" date. We encourage you to review this policy periodically.