Privacy and cookies

Fone Xcellence, 3 Bulwark, Brecon LD3 7LB, is the controller of the personal data described here. Contact us about anything on this page at info@fonexcellence.co.uk.

• Repairs and bookings: your name, phone, email, device details and the fault, so we can book you in, repair your device, keep you updated and honour the warranty.
• Repair by post: your postal address, to send you packaging and return your device.
• Shop orders: your name, email, phone (optional), delivery address and order details, to process, deliver and support your order, and to keep the records the law requires.
• Customer accounts: your name, email, password (stored only as a secure hash), saved addresses, saved items and order history.
• Sign in with Google: if you choose it, Google shares your name, email address and a Google account ID with us. We do not receive your Google password or anything else.
• Messages: what you send us through the contact form or by email, to reply to you.
• Offers by email: only if you tick the box. You can unsubscribe at any time.

Our lawful bases are performing our contract with you, our legal obligations (such as tax records), our legitimate interest in running and protecting our business, and your consent for marketing emails.

Online payments are handled by Stripe (card payments) and PayPal. They receive the information needed to take the payment, such as the amount, your email and, on their own secure pages, your card or PayPal details. We never see or store your full card number. Their own privacy policies apply to the data they handle.

We share personal data only where needed to provide our service: payment providers (Stripe, PayPal), the delivery service that carries your parcel (Royal Mail or another courier named at checkout), our website host and email provider, and Google if you use Google sign-in. We never sell your data or share it for other companies’ marketing.

Repair records are kept for the length of the warranty plus 12 months. Order and payment records are kept for 6 years, as tax law requires. Account data is kept while your account is open. Close your account and we delete your profile, addresses and saved items, keeping only the order records we must hold. Contact messages are deleted after 2 years.

We use only the cookies this site needs to work. They are not used for tracking or advertising, and they are not shared with anyone.

When you pay, Stripe or PayPal may set their own cookies on their payment pages for security and fraud prevention. If we show a Google map on the site, Google may set cookies when the map loads. You can block or delete cookies in your browser settings, but the basket and sign-in will not work without the session cookie.

Under UK data protection law (UK GDPR) you can ask for a copy of your data, ask us to correct or delete it, object to or restrict how we use it, and withdraw consent for marketing at any time. Contact us at info@fonexcellence.co.uk. We reply within one month. If you are unhappy with how we handle your data, you can complain to the Information Commissioner’s Office at ico.org.uk.

Our site uses HTTPS. Passwords are stored as one-way hashes. Access to customer data is limited to our staff who need it, and our admin area is protected by its own sign-in.

We confirm your booking, tell you if a diagnosis changes the quote, and tell you as soon as your device is ready. If anything falls short, please tell us. We aim to acknowledge complaints within 2 working days and resolve them as quickly as we can.

We want everyone to be able to use our website and service. If anything is difficult to use, get in touch and we will help directly, including by phone.