LYOS Ltd Customer Privacy Notice

This privacy notice tells you what to expect us to do with your personal information.

Contact details

Post

LYOS Ltd, 3 East Point, High Street, Seal, SEVENOAKS, Kent, TN15 0EG, GB

Email

hello@lyos.com

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

– Names and contact details

– Information relating to loyalty programmes

– Travel History as identified and generated by the LYOS app

– Connections within the LYOS app

We collect or use the following information for the operation of customer accounts and guarantees:

– Names and contact details

– Account information, including registration details

We collect or use the following information for service updates or marketing purposes:

– Names and contact details

– Location data

– Website and app user journey information

– Records of consent, where appropriate

We collect or use the following personal information for dealing with queries, complaints or claims:

– Names and contact details

– Account information

We may also collect some personal data automatically, such as:

– Device and browser information

– IP addresses

– App usage data

– GPS location (where enabled)

We may receive data from third-party services, such as:

– Social login providers (e.g., Apple, Google, Facebook)

– Analytics platforms

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website – https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/lawful-basis

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website – https://ico.org.uk/your-data-matters

Your data protection rights include:

– Your right of access – https://ico.org.uk/your-data-matters/your-right-of-access

– Your right to rectification – https://ico.org.uk/your-data-matters/your-right-to-get-your-data- corrected

– Your right to erasure – https://ico.org.uk/your-data-matters/your-right-to-get-your-data-deleted

– Your right to restriction of processing – https://ico.org.uk/your-data-matters/your-right-to-limit-how-organisations-use-your-data

– Your right to object to processing – https://ico.org.uk/your-data-matters/the-right-to-object-to-the-use-of-your-data

– Your right to data portability – https://ico.org.uk/your-data-matters/your-right-to-data-portability

– Your right to withdraw consent – You can withdraw consent at any time. https://ico.org.uk/your-data-matters/your-right-to-withdraw-your-consent

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

– Performance of a contract

– Consent (for optional features)

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

– Performance of a contract

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

– Consent

– Legitimate interests (e.g., improving service experience)

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

– Legitimate interests (to manage and resolve customer queries efficiently)

Where we get personal information from

– Directly from you

– Automatically from your use of our website or app

– From third-party services (e.g., social login, analytics providers)

International data transfers

Where your data is transferred outside of the UK (for example, where we use cloud-based services or global partners), we ensure appropriate safeguards are in place such as:

– The use of Standard Contractual Clauses (SCCs)

– Transfers to countries with an adequacy decision by the UK government

Automated decision-making and profiling

We may use your data (such as travel history and preferences) to personalise your experience using automated tools. You have the right to object to profiling or request human review.

Children’s privacy

Our services are not intended for children under the age of 16. We do not knowingly collect personal data from individuals under this age without appropriate parental consent.

How long we keep information

– Identity information: 6 Years

– Contact information: 6 Years

– Account information: 6 Years

– Payment information: 6 Years

– Transaction information: 6 Years

– Survey information: 6 Years

– Marketing information: 6 Years

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated

14 April 2025

general category
Types of Personal Data in that category
Retention Periods
IDENTITY INFORMATION
This is information relating to your identity such as your name (including any previous names and any titles that you use), gender, marital status and date of birth
6 Years
CONTACT INFORMATION
This is information relating to your contact details such as email address, addresses, telephone numbers
6 Years
ACCOUNT INFORMATION
This is information relating to your account with us (including username and password)
6 Years
PAYMENT INFORMATION
This is information relating to the methods by which you provide payment to us such as [bank account details, credit or debit card details] and details of any payments (including amounts and dates) that are made between us
6 Years
TRANSACTION INFORMATION
This is information relating to transactions between us such as details of the goods, services and/or digital content provided to you and any returns details
6 Years
SURVEY INFORMATION
This is information that we have collected from you or that you have provided to us in respect of surveys and feedback
6 Years
MARKETING INFORMATION
This is information relating to your marketing and communications preferences
6 Years
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