Privacy policy

Effective date: 15 July 2025

Controller: Medequip Assistive Technology Ltd (trading as Manage At Home)

Summary

This privacy policy explains how we use the personal information we collect when you use the Manage At Home website. Manage At Home is an e-commerce service operated by Medequip Assistive Technology Ltd. We are committed to protecting your privacy and complying with UK data protection laws including the UK GDPR and Data Protection Act 2018.

We only collect the minimum personal data needed to:

  • Deliver your order and services;

  • Keep in touch with you about your order;

  • Improve your experience and protect our systems;

  • Meet our legal obligations.

We treat your data with care, keep it secure, and only share it with trusted partners when necessary. You can contact us at any time about the data we hold.

1. What information do we collect?

We collect your personal information when you:

  • Place an order or create an account;

  • Use features like wishlists or newsletters;

  • Contact us by phone, email, chat or via our website;

  • Browse the site or engage with our marketing.

We may collect:

  • Name, email, phone number, delivery and billing address;

  • Order and payment details (we do not store full card numbers);

  • Login details and saved preferences;

  • Browsing behaviour, IP address, device type;

  • Customer service interactions;

  • Marketing preferences and consent.

2. How do we use your information?

We use your information to:

  • Process and deliver your order;

  • Communicate with you about your order or service;

  • Provide customer support;

  • Operate and improve our website and services;

  • Send marketing (with your consent or where legally allowed);

  • Meet legal and tax obligations;

  • Prevent fraud and secure our systems.

3. Legal basis for processing

We process your data based on the following UK GDPR lawful bases:

Purpose Legal Basis
Fulfilling your order and service Article 6(1)(b) – Performance of a contract
Communicating with you Article 6(1)(b) or (f) – Contract or Legitimate Interest
Sending marketing Article 6(1)(a) – Consent, or (f) – Legitimate Interest
Analytics, website operations, wishlists Article 6(1)(f) – Legitimate Interest
Legal and tax compliance Article 6(1)(c) – Legal obligation

4. Who do we share your data with?

We only share your personal data where necessary with carefully selected service providers who support us in delivering and improving our services. These include providers who:

  • Host and maintain our website

  • Provide secure checkout and payment processing

  • Assist with supplier coordination and order fulfilment

  • Generate courier labels and manage shipping

  • Help verify address details

  • Support VAT relief eligibility processing

  • Deliver email communications, customer reviews, and analytics

  • Provide customer service tools

  • Offer secure data backups and restoration

  • Support secure automation and scheduling of business processes

We also use Shopify’s Enhanced Services, which generates insights to improve your experience on our store. These services include features like custom filters to help you refine your search and collection pages, enabling more relevant product results. While this can enhance personalisation through data enrichment, no other merchant will be able to access your data.

We rely on legitimate interests for this activity, and you have the option to opt out. For more details, please refer to Shopify’s Consumer Privacy Policy.

https://www.shopify.com/uk/legal/privacy/consumers

In addition, the Self Help Guide (the embedded self-assessment tool) is delivered via an iFrame that links to the Living Made Easy website, which is a service provided by Shaw Trust, a UK charity. Shaw Trust operates as a separate Data Controller for any personal data you choose to submit while using their assessment services. For further information on how they process your data, please see the Living Made Easy Privacy Policy.

https://livingmadeeasy.org.uk/policy/privacy

Advertising Conversions, Remarketing & Audience Targeting (Google, Microsoft & Meta)

We use advertising services from Google Ads, Microsoft Ads, and Meta (Facebook and Instagram) to measure advertising performance, reach interested users, and improve ad relevance.

When you submit a form or place an order on our website, we may securely share hashed personal information (such as your email address or postcode) with these platforms. This allows them to match actions on our site with users signed in to their services, improving conversion tracking accuracy. All data is hashed in your browser before transmission and is only used for measurement and reporting.

We also use:

  • Remarketing: to show personalised ads to users who have previously visited our website.

  • Audience creation: to build custom audiences based on on-site activity (e.g. people who viewed specific products or added to cart).

  • Lookalike/similar audiences: where allowed, platforms may use this data to find new users who share traits with our existing customers or website visitors.

All these features are only activated if you provide consent for marketing cookies. You can manage or withdraw your consent at any time via our cookie banner.

For more details:

Session Tracking and Enrichment

We use a service called Elevar to enhance how we track user sessions on our website. This process, known as session enrichment, allows us to improve the accuracy of our analytics and advertising tools by aligning session data across marketing platforms such as Google Analytics, Google Ads, Meta, and Microsoft Ads.

This includes data like:

  • Page views and click events

  • Referrer and UTM parameters

  • Session and transaction-level data

To comply with data protection laws (such as UK GDPR), session enrichment is consent-aware through Google’s Consent Mode. This means Elevar will only enrich sessions or transmit data where users have actively given consent for marketing and analytics cookies via our cookie banner.

When consent is not given, only minimal anonymised or non-identifying data may be processed (as permitted), and no personal data is shared.

Elevar does not independently collect personally identifiable information (PII) unless you explicitly submit it—for example, during checkout or form submissions. Any data used for conversion tracking is hashed or pseudonymised before being sent to advertising platforms.

All third-party service providers act solely on our instructions and are bound by contracts that require them to protect your information in line with applicable data protection laws.

These providers only process data on our instructions and are subject to contracts ensuring your information is protected.

5. International transfers

Some of our providers (like Shopify) are based outside the UK. When data is transferred internationally, we ensure safeguards such as:

  • Adequacy decisions by the UK government;

  • International Data Transfer Agreement (IDTA), or Standard Contractual Clauses (SCCs) and the UK Addendum;

  • The EU-US Data Privacy Framework with UK Extension.

We take steps to ensure your data retains the same level of protection wherever it may be processed.

6. How long do we keep your information?

We only keep your data for as long as needed:

  • Order/account data: up to 6 years for tax and legal purposes

  • Marketing: until you unsubscribe or withdraw consent

  • Analytics and cookies: according to cookie settings or anonymised

7. How do we keep your data secure?

We protect your data using robust technical and organisational measures, including:

  • ISO27001 Information Security certification

  • Cyber Essentials

  • NHS DSP Toolkit compliance

🔒 View our ISO27001 Certificate

8. Your rights

Please be aware, under UK GDPR, you have rights regarding your personal data:

  • Access – Ask for a copy of the information we hold

  • Correction – Ask us to fix incorrect or incomplete data

  • Erasure – Request deletion (where applicable)

  • Restriction – Ask us to limit use of your data

  • Portability – Request your data in a transferable format

  • Objection – Object to direct marketing or other processing

  • Withdraw consent – Where consent is the basis for processing

  • Complain – You can complain to us in relation to our processing

To exercise any of these rights, contact us using the details below.

9. Cookies and tracking

We use cookies and similar technologies to help run our website, analyse how it’s used and show relevant marketing. See our Cookie Policy for more details or to manage your preferences.

10. Contact us

Controller: Medequip Assistive Technology Ltd 
Division: Manage At Home
Email: dpo@medequip-uk.com
Postal address: Medequip, Armytage Road, Brighouse, HD6 1QF, United Kingdom 
Website: www.manageathome.co.uk

If you're not satisfied with how we use your data, or with our responses to your rights requests you can also contact the Information Commissioner’s Office at www.ico.org.uk.