Ordering online.
Before you pay, you tick that you have read your contract summary, that you agree to our terms and have read the privacy notice, and that you are 18 or over. Your ticks are never kept.
An unpaid order, online or at a stand, is kept for 90 days.
Ordering at a stand.
Our team or one of our partners types your details into our tablet or phone. You pay on the tablet, or we email you a link to pay on your phone, which works for 24 hours. The pay-link record keeps only scrambled codes of your email address and of the link.
Our copy of your plan records.
While your line runs, we keep a copy of our mobile network supplier’s records about your plan: your email address, plan and price, your number, your SIM and line and their status, any number move or cancellation, what you owe and your bills.
It leaves out your address, your contact number, your phone’s details and any security codes. Only our managers and admins can see it.
For an online order, the supplier’s platform also emails us an order notice with your name, address and contact number.
Paying.
You pay on our payment provider’s card form, online, on our tablet or on the pay-link page. Online you can also pay with your phone’s wallet. Your card details go straight to the payment provider and never reach us, and it keeps your card for your monthly payments.
The card form may offer the payment provider’s own service for saving your details, which it runs under its own terms.
If a payment fails, we email you a reminder with a link to pay. Keep that link to yourself.
Who sends which message.
We send the welcome email and payment reminders from our own syncerauk.com address. Messages about your SIM and activation come from our mobile network supplier’s platform.
AI.
A person reads what you send and replies. We are testing an AI provider to draft replies to questions sent in the Syncera app. For now it drafts only after our team has answered, and nobody sees the draft. Messages sent by email, our forms or at our stands are not sent to it.
Before a message goes to it, we remove email addresses, phone numbers, PACs and STACs. Requests to privacy@syncerauk.com are never sent to AI.
We use no other AI tool on your messages. Before we use one, we will sign its data processing terms.
On your device.
- Our payment provider’s script loads only on the payment pages.
- The card form loads a font from a font service, which sees your IP address.
- The checkout keeps what you type in your browser so you don’t lose it between steps. It is cleared once you pay or, for an unfinished checkout, the next time you open the shop after 30 days.
- If you arrive through a referral link, the shop keeps its code in your browser for 30 days so the sale can be credited.
- On the pay-link page, our payment provider’s script loads so you can pay, and our error-reporting service sees your IP address and browser if the page goes wrong.
Who sold your plan.
The team member or partner who sold your plan sees the sale by its order reference only.
Logs, misuse checks and backups.
Technical logs are kept for about 30 days (hosting, error reports and emails) and up to about 90 days (our database). The scrambled codes we use to stop misuse are kept for an hour or a day.
Our database provider keeps its own daily backups for 7 days. If we restore a backup, we delete again anything you asked us to delete.
Questions.
We describe our providers by what they do, not by name. Email privacy@syncerauk.com for their names, or to use any of your rights. For anything else about your plan, email hello@syncerauk.com.