Privacy notice

TJ Calver Holdings Ltd (company number 17222224), whose registered office is 5 The Village, Main Road, Fleggburgh, Great Yarmouth, NR29 3DL, United Kingdom, trades as CableHQ and is the controller of personal information collected through cablehq.co.uk.

For privacy questions or to exercise a data-protection right, email [email protected]. We may ask for reasonable information to confirm your identity before acting on a request.

• Identity and contact details, including your name, email address, telephone number and billing or delivery address.
• Business-account details, such as your company name, role, company or VAT number and business address.
• Account, order, product, payment-status, delivery, return, refund and customer-service records.
• Marketing preferences and records of consent, withdrawal or objection.
• Messages sent through our contact, support and HQ Assistant services.
• Technical and security information, such as IP or network information, browser and device type, timestamps, request logs and session identifiers.
• If you accept analytics, information about how you reached and used the website, such as referring website or campaign, pages viewed, approximate location, device and browser information, and interactions with the website.
• Basket contents and limited checkout or sign-in information held in cookies or browser storage to provide the journey you request.

We receive most of this information from you. We may also receive order, payment-status, account and delivery information from our commerce platform, payment providers, suppliers and carriers. We do not receive or store your full payment-card details, and customer account passwords are not used by CableHQ.

Please do not send payment-card details, passwords or sensitive personal information through a contact form or HQ Assistant.

• Contract and steps before a contract: to operate your account, answer product or order enquiries, take payment, process and deliver orders, and manage cancellations, returns, refunds and support.
• Legal obligations: to maintain tax and accounting records, meet consumer and product-safety duties and respond to lawful requests.
• Legitimate interests: to operate, secure and improve our website and services, prevent and investigate fraud or misuse, administer the business, understand and resolve enquiries, and establish, exercise or defend legal claims. We rely on these interests only where they are not overridden by your rights and interests.
• Consent: where consent is required for direct marketing or non-essential cookies or similar technologies. You can withdraw consent at any time without affecting earlier lawful processing.

If information marked as required is not provided, we may be unable to open an account, complete an order, arrange delivery or respond fully to a request.

HQ Assistant is an automated service intended to help with product navigation and general customer support. Messages and a short portion of the recent conversation are processed by a specialist AI service to produce a response. CableHQ configures these requests not to create reusable response records in the provider's API service. The provider may still keep limited prompts, responses and metadata in security and abuse-monitoring logs, normally for up to 30 days, subject to its controls and legal exceptions.

CableHQ does not currently add new messages to a separate server-side transcript. An earlier version could store customer-facing conversations against a pseudonymous session identifier; those legacy records are no longer used to produce replies and are covered by the retention information below. Recent messages remain during the current page session and are sent with a new message where needed for context. Session and network information is used in privacy-protective form to apply security and usage limits.

HQ Assistant does not make decisions that produce legal or similarly significant effects. Its answers are general guidance and should not be used to submit confidential, safety-critical or sensitive personal information.

We share information only where reasonably necessary with:

• commerce, customer-account, payment and fraud-prevention service providers;
• suppliers, fulfilment partners and delivery companies involved in an order;
• website hosting, database, email, support, security and AI service providers;
• Google Ireland Limited, which provides Google Analytics, only when you accept analytics;
• professional advisers, insurers, auditors and prospective purchasers of our business; and
• regulators, courts, law-enforcement bodies or other parties where disclosure is legally required.

We limit information shared to what is reasonably necessary for the recipient's role. We do not sell personal information.

Some service providers' standard terms permit processing outside the United Kingdom. Depending on the destination, the permitted basis for a restricted transfer may be an adequacy regulation, an approved contractual safeguard such as the UK International Data Transfer Agreement or UK Addendum, or another lawful mechanism. You can contact us to ask which basis applies to your information.

Google Analytics is provided by Google Ireland Limited and may involve processing by Google companies or approved subprocessors outside the United Kingdom. Where a destination is not covered by UK adequacy regulations, Google's data-processing terms use contractual safeguards, including the UK Addendum where applicable. You can read the Google Privacy Policy.

We keep personal information only for as long as reasonably needed for the relevant purpose:

• Order, payment, tax, accounting and related correspondence is normally kept for six years after the end of the relevant accounting period, or longer where a dispute or legal requirement applies.
• Customer-account and business-account information is kept while the account or relationship remains active and afterwards where needed for orders, legal duties or claims.
• Contact and support enquiries are kept for as long as needed to answer and follow up the enquiry and to maintain an appropriate record of the matter.
• CableHQ does not currently create new separate server-side HQ Assistant transcripts. Legacy transcripts created by an earlier version were assigned a 365-day retention period after their latest activity. Because that service no longer creates transcripts, the legacy records require a separate deletion and verification exercise; until that is completed, they are kept only for security, service continuity and dispute handling. The AI provider's limited security and abuse-monitoring retention is described above.
• Security logs, session records and abandoned checkout information are kept for shorter operational periods unless they are needed to investigate misuse, protect the service or resolve a dispute.
• Marketing preferences are kept until you withdraw or object; we may then keep a minimal suppression record so that we respect that choice.
• If you accept analytics, Google Analytics user-level and event-level data is configured to be kept for two months. Aggregated reporting may remain for longer. We configure Google Analytics cookies to last no longer than six months from the latest relevant activity, unless you withdraw consent or clear them sooner.

At the end of the applicable period, information is deleted or anonymised. Limited copies may remain in protected backups until those backups are overwritten in the ordinary course.

CableHQ uses cookies and browser storage that are necessary to secure the website, maintain a signed-in account or assistant session, remember basket contents and complete checkout. Basket information may remain on your device until you clear the basket or browser storage. A checkout-return snapshot is cleared after a successful matching return, replaced when a later checkout starts, or removed when you clear browser storage; temporary sign-in return information is cleared when the relevant journey completes.

Our commerce and account provider may also use technologies necessary to provide its secure checkout and account pages. With your consent, CableHQ uses Google Analytics to understand broad website usage and how visitors reached us, including whether a visit came from a search engine, social network, referring website or tagged campaign. Google Analytics may set cookies including _ga and related identifiers. We configure analytics without Google advertising signals and do not load the Google Analytics script or set its cookies unless you accept analytics.

Your analytics choice is stored in your browser for up to six months so that we can respect it. You can change the choice at any time using “Cookie settings” in the website footer. Withdrawing consent stops further analytics collection on that browser and removes accessible Google Analytics cookies. You can also remove locally stored information through your browser settings, although parts of the website may then stop working as expected.

We use proportionate technical and organisational measures designed to protect personal information, including access controls, encrypted connections, protected credentials and secure session cookies. No internet or storage system can be guaranteed completely secure.

Depending on the circumstances, UK data-protection law gives you rights to access, correct, erase or restrict your information, object to processing, receive certain information in a portable format, and withdraw consent. Some rights are subject to legal exceptions, including where records must be retained for tax, legal or claims purposes.

You can object to direct marketing at any time. Use the unsubscribe option in a marketing email, change the preference in your account or contact [email protected].

You may also object to processing based on legitimate interests because of your particular situation. We will then stop that processing unless there are compelling legitimate grounds to continue or it is needed to establish, exercise or defend legal claims.

We normally respond to a rights request within one month. If you are dissatisfied with our response, you can complain to the Information Commissioner's Office at ico.org.uk or by calling 0303 123 1113.

We may update this notice when our services, suppliers or legal requirements change. The current version and its last-updated date will be published here, with material changes highlighted where appropriate.