These Terms and Privacy Policy apply to the use of our Blog, Website and App (the Site). By using the Site, or by making a booking by telephone or in person, you confirm that you accept these Terms and Privacy Policy and that you agree to comply with them regardless of whether you choose to register with us. If you do not agree to be bound by these Terms and Privacy Policy, you may not use or access the Site.

1. Introduction

This Privacy Statement explains in detail the types of personal data we may collect about you when you interact with us. It also explains how we’ll store and handle that data, and keep it safe.

We know that there’s a lot of information here, but we want you to be fully informed about your rights, and how Keia Ltd uses your data.

We hope the following sections will answer any questions you have but if not, please do get in touch with us.

It’s likely that we’ll need to update this Privacy Statement from time to time. We’ll notify you of any significant changes, but you’re welcome to come back and check it whenever you wish.

2. Explaining the legal bases we rely on

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent

In specific situations, we can collect and process your data with your consent.

For example, when you tick a box to receive email newsletters.

When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.

Contractual obligations

In certain circumstances, we need your personal data to comply with our contractual obligations.

For example, if you book an appointment for a home visit, we’ll collect your address details to deliver and pass them to on to the professional with whom you’ve booked the service.

Legal compliance

If the law requires us to, we may need to collect and process your data.

For example, we can pass on details of people involved in fraud or other criminal activity to law enforcement.

Legitimate interest

In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.

We may combine the appointment history of many customers to identify trends in order to improve the service, or develop new products/services. Such analysis would always be done on an anonymous basis - that is to say, in such a way that individuals cannot be identified.

3. When do we collect your personal data?

  • When you visit our website, and use your account to book services.
  • When you make an online booking and check out as a guest (in which case we just collect booking-related data).
  • When you create an account with us.
  • When you elect to use a social media login (such as Google or Facebook) to create a Keia account.
  • When you engage with us on social media.
  • When you contact us by any means with queries, complaints etc.
  • When you choose to complete any surveys we send you.
  • When you choose to synchronise your Google diary with your Keia diary.
  • When you comment on or review our professionals/services.
  • Any individual may access personal data related to them, including opinions. So if your comment or review includes information about the professional who provided that service, it may be passed on to them if requested.

4. What sort of personal data do we collect?

  • If you have a web account with us: your name, home address, email, telephone number, orders and receipts. For your security, we’ll also keep an encrypted record of your login password.
  • Details of your visits to our websites or apps, and which site you came from to ours.
  • Information gathered by the use of cookies in your web browser. Click here to learn more about how we use cookies and similar technologies.
  • Your comments and professional reviews.
  • To deliver the best possible web experience, we collect technical information about your internet connection and browser as well as the country and telephone code where your computer is located, the web pages viewed during your visit, and any search terms you entered.
  • Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.
  • If you elect to use a social media login (such as Google or Facebook) to create a Keia account, we will collect your first name, last name and email address.
  • If you choose to synchronise your Google diary with your Keia diary, then we will populate your Keia diary with events from your selected Google calendar (only title data is accessed and stored in Keia). This is a system action and only you can see the contents of your Keia diary.

While it looks like payment card information is being entered into our website, this is not the case. Your payment card details do not go through any Keia Ltd systems, they get entered directly into our payment card provider’s website. They simply send us a transaction reference number with a status code. Our payment card providers are fully compliant with the PCI-DSS (Payment Card Industry Data Security Standard), a global security standard to ensure a secure environment for the processing of card details.

5. How and why do we use your personal data?

We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you.

The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.

Of course, if you wish to change how we use your data, you’ll find details in the ‘What are my rights?’ section below.

Remember, if you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for.

Here’s how we’ll use your personal data and why:
  • To process any orders that you make by using our website. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations.
  • To respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.
  • To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our website. We’ll do all of this as part of our legitimate interest.

    For example, by checking your password when you login and using automated monitoring of IP addresses to identify possible fraudulent logins from unexpected locations.

  • To send you communications about services you’ve booked via our website, or to send you communications about services you’ve booked via our website. For example, appointment confirmations or appointment reminders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. We have a legitimate interest to do so as this helps make our services more relevant to you.
  • To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Statement. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
  • To develop, test and improve the systems, services and products we provide to you. We’ll do this on the basis of our legitimate business interests.

    For example, we’ll record your browser’s Session ID to help us understand more when you leave us online feedback about any problems you’re having.

  • To comply with our contractual or legal obligations to share data with law enforcement.

    For example, when a court order is submitted to share data with law enforcement agencies or a court of law.

  • To send you survey and feedback requests to help improve our services. These messages will not include any promotional content and do not require prior consent when sent by email or text message. We have a legitimate interest to do so as this helps make our products or services more relevant to you.
  • To process your booking/appointment requests. Often, we’ll need to share your details with the professional who is providing the service (such as a hair stylist visiting your home). We do so to maintain our appointment with you. Without sharing your personal data, we’d be unable to fulfil your request.

6. How we protect your personal data

We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it.

We secure access to all transactional areas of our websites and apps using ‘https’ technology.

Access to your personal data is password-protected, and all communications are secured by SSL encryption.

We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.

7. How long will we keep your personal data?

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

Some examples of customer data retention periods:

Accounts

We will hold the personal details pertaining to your online account for as long as the account remains active. It will be deemed inactive and completely deleted or anonymised after 1 year of no logins.

Appointments

When you order an appointment, we’ll keep the personal data you give us for five years if you don’t register for an account (ie. checkout as guest), or as long as your account is active if you do have one, so we can comply with our legal and contractual obligations.

8. Who do we share your personal data with?

We will share your personal data with professionals signed up to the Keia platform, with whom you book services. We will also share some of your personal data with other vetted third parties, that Keia uses to provide the entire service, such as email service providers and SMS service providers. These third parties must comply with Keia’s obligations with regards to data security.

9. Where your personal data may be processed

Often we will need to share your personal data with third parties outside the European Economic Area (EEA), such as the USA.

Protecting your data outside the EEA

The EEA includes all EU Member countries as well as Iceland, Liechtenstein and Norway. We may transfer personal data that we collect from you to third-party data processors in countries that are outside the EEA.

For example, this might be required in order to send email or SMS notifications.

If we do this, we have procedures in place to ensure your data receives the same protection as if it were being processed inside the EEA. For example, our contracts with third parties stipulate the standards they must follow at all times. If you wish for more information about these contracts please contact our Data Security team at [email protected].

Any transfer of your personal data will follow applicable laws and we will treat the information under the guiding principles of this Privacy Statement.

10. What are your rights over your personal data?

An overview of your different rights

You have the right to request:
  • Access to the personal data we hold about you, free of charge in most cases.
  • The correction of your personal data when incorrect, out of date or incomplete.

    For example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end.

  • That we stop using your personal data for direct marketing (either through specific channels, or all channels).
  • That we stop any consent-based processing of your personal data after you withdraw that consent.

You have the right to request a copy of any information about you that Keia Ltd holds at any time, and also to have that information corrected if it is inaccurate. You can download all of your personal data via a tool in your online account on our website. To ask for your information to be amended, please update your online account, or contact our Customer Services team at [email protected].

If we choose not to action your request we will explain to you the reasons for our refusal.

Your right to withdraw consent

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

Where we rely on our legitimate interest

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Direct marketing

You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We will always comply with your request.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Statement. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

11. How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:
  • Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails.
  • If you have an online account, login to it, visit the ‘Account Settings’ area and change your preferences.

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

12. Contacting the Regulator

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

You can contact them by calling 0303 123 1113.

Or go online to www.ico.org.uk/concerns (opens in a new window; please note we can't be responsible for the content of external websites).

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