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OUR
PRIVACY POLICY
We (Wacnet TA
Wacpack Ltd) are committed to protecting your privacy and promise to collect,
process and use your data safely and securely when you use the Wacpack Ltd App
or website. Our Privacy Policy tells you how we do this and what your rights
are. Any personal data processed in line with our Privacy Policy is controlled
by us, as the data controller.
Transparency – We will always tell you what data we’re
collecting about you and how we use it. We only share your data with trusted
partners and will never sell your data.
Secure – We are committed to always follow industry best practices to ensure
your data is stored safely and securely. We protect the confidentiality,
accuracy and availability of the information we collect about you.
Control – We will always give you control over the
marketing you receive from us. You can choose the types of messages you receive
and whether you want to stop receiving marketing communications by calling or
emailing us at info@wacpack.com.
INFORMATION
WE COLLECT ABOUT YOU
· Personal and contact information when you open a Wacpack account online
(or update that information in your account), including your name, address,
email address, telephone number(s), Wacpack account username, VAT numbers and
possible deferment account numbers. We do not ask for and would never require
your social media username(s), date of birth, gender and security question
answers, for example town of birth and mother’s maiden name. We may collect
some of that contact information when you interact with us including via our
Customer Care Team.
· Details (and copies) of your communications and interactions with us via
our Customer Care Team or otherwise, including by email, telephone (voice
recordings), post and online via webchat, the feedback button or on Wacnet Ltd
social media channels.
· Copies of documents you provide to prove your identity (including user
name and passwords) when you are making a booking, or where there is a legal
reason to request this from you.
Transaction details including payments from you for
Wacpack invoices, payments to and from you (update of delivery or proof of
delivery), details of your Wacpack address book contains sending and collection
addresses along with Email and telephone Numbers of which are necessary when
collecting or delivering your consignments efficiently.
· Your financial information including your bank account details (which
are sent to BACS) when paying by direct debit, and payment card information
(which is sent to WorldPay) when you make a purchase or load your Wacpack
account.
· Information about how you use our app (Not currently available) or
website, and which websites you came to and website you came from such as
common Search engines.
· Technical information about your device or browser when you use our app
or website, including geolocation data to determine what country you are
accessing our website or app from, your internet protocol (IP) address, device
ID, browser type and version and time zone setting, which may in some
circumstances be personal data this is taken from Google Analytics and not the
responsibility of WACPACK.
· We may also receive personal data directly from you or from various
third parties and public sources, including from social media channels (if you
interact with us through those channels), or other third parties including from
credit reference agencies.
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HOW WE USE YOUR
DATA
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How we use your personal data
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Why we use your personal data
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Registration
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We use your personal and contact information to
register you as a new user.
We collect financial information if you register
payment card information to your account or set up deliveries by direct debit
as well as . VAT, Company Reg Numbers and possible deferment accounts
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Necessary for the performance of a contract with
you. Booking
collections and deliveries. Necessary for compliance with a legal obligation
and compliance with HMRC to execute the service efficiently.
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Eligibility | For example,
when you set up your account we have an automated process in place to verify
that the details you provide are correct and to verify are a UK or Isle of
Man resident when importing to the UK. Deferment accounts and VAT Number
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Necessary for compliance with a legal obligation
and compliance with HMRC to execute the service efficiently.
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Verification
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We may require copies of documents to verify the
identity of the products you send where we are required by law to provide
assistance or in order to comply with any request you may make regarding a
Wacpack account.
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Necessary for compliance with a legal obligation
and compliance with local authorities.
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Making a booking
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We use the personal and contact
information provided by you and the transaction details about your purchases,
to provide our logistics services and other services to you including Air
Freight, Cargo, Train Rail and Sea Freight.
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Necessary for the performance of a contract with
you. We may share this with regulated partners such as DHL, TNT, Maersk etc..
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Managing your account
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We use your business and contact
information, financial information, and transaction details about your
Wacpack purchases, to manage your Wacpack account, to contact you if you have
any issues, need updates or require urgent contact in order to complete the
delivery efficiently.
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Necessary for the performance of a contract with
you.
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Communicating
with you | We use the personal and contact information
provided by you, copies of your communications with us and, in some
circumstances, transaction details, to manage our relationship with you. For
example:
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to notify you
about changes to our Account Terms or Privacy Policy;
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to
communicate with you in response to any query, request or complaint you may
have including by email and telephone and in web chat whether relating to any
deliveries that you have from us or otherwise.
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Necessary for the performance of a contract with
you.
Necessary to comply with a legal obligation.
Necessary for our legitimate interests (to keep
our records
updated and to study how customers use our service).
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Staff training
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We use copies of your communications
with us via our CRM system (including voice recordings in some cases) in order to
train our staff.
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Necessary for our legitimate interests (to ensure
that we are able to provide the best service to you).
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Online Billing and Invoice information
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Billing is accessible from your login
account. These are there to give you full transparency of historic bookings,
air way bills and delivery’s. all your historic invoices are also located in
your account and protected by your unique login and password
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We do not use this data and it is there purely
for the use of you the customer.
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Market research
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We may use the personal and contact
information you have provided to ask you to take part in market research or a
survey.
We also use the results of any
surveys or market research that you undertake to improve our service, our
app, or our website.
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Necessary for our legitimate interests (to assess
and improve our service and business).
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Technical
issues
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If you contact us about an issue, we
may use technical information, and personal and contact information to
administer and protect our business and this website (including
troubleshooting, data analysis, testing, system maintenance, support,
reporting and hosting of data).
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Necessary for our legitimate interests (for
running The Wacpack, the provision of administration and IT services,
security and fraud prevention).
Necessary to comply with a legal obligation.
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Experience
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We use information about your use of our app or
website, together with technical information about your device and (in some
circumstances) your personal and contact information, and other relevant
information that we receive from you or third parties (including aggregated
information that we combine with your personal data), to deliver relevant
website content and other direct marketing to you, and to manage the delivery
of that content.
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For example,
we may automatically display relevant advertisements to you based on your use
of our website.
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Necessary for our legitimate interests (to ensure
that you are shown relevant content based on your use of our app or website
and Wacnet Ltd bookings you have made).
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Address
Book
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We use the information in your address book to
contact the consignee or consignor of your shipment. These addresses are
stored on your account and are limited to only your access when not in use.
The email addresses in the address book is used to inform the recipient of a
pending delivery and the sender of the tracking of that delivery
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Sometimes these details have to be updates and we
contact the necessary party in order to make your delivery efficiently.
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Advertising
effectiveness
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We use information about your use of our website
and, in some circumstances, contact information about you, to measure or
understand the effectiveness of the logistic channels we serve to you.
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Necessary for our legitimate interests (to
determine how effective advertising is in order to improve advertising, its
relevance and in order to fulfil contracts we have with our marketing
department).
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Analytics
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We use information about your use of our app or
website and technical information, including about your device or where you
are accessing our app or website from, to optimise our service and to improve
our app, website, services, direct marketing, user relationships, behaviour
profiling and experiences.
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Necessary for our legitimate interests (to
measure the interactions with our website, to define types of customers of Wacpack
services, to keep our website updated and relevant, to develop our business
and to inform our marketing strategy).
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Account
holders
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If you book with a Wacpack Air Way Bill, we may
use your personal and contact information to contact you to arrange support
should a problem arise.
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Necessary for our legitimate interests (to
develop our service and to manage our logistics team and services).
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Publicity
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We may use your personal and limited contact
information in any publicity materials provided that you have given your
consent.
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Only with Your consent.
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Regulatory
compliance
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We may use your personal and contact information,
financial information, information about any transaction between you and us,
information about your use of the app or website, or technical information,
to enable us to comply with our legal and regulatory obligations. These
include reporting aggregated data to the HMRC, for protection measures, and
to allow us to provide any information to the HMRC as we are required to.
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Necessary to comply with a legal obligation.
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Fraud
prevention
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We may use your personal and contact information,
financial information, information about any transaction between you and us,
information about your use of the app or website, or technical information,
in order to undertake analysis for the purposes of identifying and dealing
with any fraud or fraudulent activity.
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Necessary to comply with a legal obligation.
Necessary for our legitimate interests (to ensure
that transactions and interactions with us are not fraudulent).
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Queries
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We may use your personal and contact
information, financial information, information about any transaction between
you and us, information about your use of the app or website, or technical
information for the purpose of dealing with any request, complaint or query
from you.
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Necessary to comply with a legal
obligation.
Necessary for our legitimate
interests (to respond to you and to deal with any request you may have).
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We use your
personal data to create aggregated data sets. You are not identifiable from
that aggregated data and it is not considered personal data.
However, if we
combine or connect aggregated data with your personal data so that it can
directly or indirectly identify you, we treat the combined data as personal
data which will be used in accordance with this Privacy Policy.
Do we use your
personal data for direct marketing
We send you marketing communications through a number of different channels
and via our advertising partners such as MailChimp and exhibitions we may have
meet you at. You will receive direct marketing by email if you have opened a
Wacpack account through our website and have either consented to receive such
email marketing during account registration, and/or have not asked us to stop
sending direct marketing by email to you.
How to opt out of
direct marketing
You can opt out from receiving direct marketing communications and
notifications from us at any time. There are several ways you can do this:
· To stop receiving marketing by email, either:
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click 'unsubscribe' in any email communication we send you; or
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login to your Wacpack account, visit Email
preferences, and untick
all of the email categories.
· To stop receiving push notifications on your mobile device, switch off the
relevant option in the ‘Settings’ section of your device.
· To stop receiving push notifications in your browser, switch off the
relevant options in the ‘Settings’ section of your browser. See our help page for further information on how
to do this in various browsers.
· Write to
us
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Personalisation
We want to give you the best possible experience when you send with Wacnet
Ltd and when we communicate with you. To do this we want to understand our
customers, what countries you send from and to and how you use our app or
website. We use this information to offer you promotions that are most likely
to interest you and to personalise our communications and content to make them
relevant. We will never sell on our offer your data to a third party in mass,
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How can I stop my
personal data being used for direct marketing?
We will never sell your personal data to personalise marketing to you. If
you choose not to received personalised direct marketing, you will continue to
receive marketing communications and notifications from us, however they will
not be personalised to you. To stop all direct marketing (including both
marketing communications/notifications and personalisation) you must opt out of
both. Please note that our systems may take up to 72 hours to update after
changing your preferences. However
the marketing we will be sending you will be relative to you and we would
expected it to beneficial to you to know what new in the logistics industry
such as Rail from Asia to UK and the possibility of Sea freight taking much
longer due to Fuel emotions restrictions and regulations. Just saying!.
Sharing your
information with our marketing partners
We may share your data with our marketing department. We will not share or
include this with third party advertisers, advertising networks and agencies to
provide targeted advertising or to exclude you from our targeted advertising.
We will NOT share your data with social media providers, including Facebook for
custom audiences (for information on to opt out of Facebook custom audiences
see the information provided by Facebook in its Help Centre (www.facebook.com/help/1415256572060999).
You can also opt out from cookies and other technology being used for
marketing purposes. Please go to Manage your cookies for information on how to
do this please contact your internal IT team.
How we share your
data with third parties
We sometimes share
the data we collect from you with the following trusted third parties:
· Banks and payment providers – to set up a direct
debit on your account, to pay Credit Notes or refunds to you and to obtain
payment of any amounts due to us.
· Our IT system providers – in order to provide
software to set up your player account, to communicate with you via webchat and
other communications providers and to provide our systems to us, including for
the purposes of hosting, support and software licensing.
· Marketing service providers – to allow us to
send email communications (including, for example, push notifications and
in-app messages)
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Online survey companies and market research
agencies – to undertake surveys (including for example, our website
satisfaction survey) and other market research and to analyse the results.
· Digital analytics companies – for the purposes
of website analytics and reporting in respect of our analytics and marketing
such as Google.
· Professional advisers including lawyers,
bankers, auditors and insurers – for the purposes of providing consultancy,
banking, legal, insurance and accounting services.
· The HMRC – for legal and regulatory purposes as
required under our licence to operate at Wacpack.
· Police or other such regulatory authority – as
part of an investigation or otherwise for legal or regulatory purposes.
· Dispute Resolution agencies – for the purposes
of dealing with any complaints.
· Credit reference agencies – for the purpose of
checking the details that you have provided us with are correct and to comply
with our regulatory obligations.
· Security companies – for the purposes of
security, including prevention and detection methods, for the protection of
Wacpack.
· Auditors – to audit our systems and transactions
for the purposes of ensuring efficiency, or regulatory or contractual
compliance.
· UK law enforcement agencies and third party
security companies – for the purposes of ensuring that we comply with the law
and have adequate security measures in place.
· We will disclose your personal information to
third parties if we are under a duty to disclose or share your personal data in
order to comply with any legal or regulatory obligation or request. We do this
in order to protect our rights, property or safety or of our clients, or
others. This includes exchanging information with other companies and
organisations for the purposes of fraud protection and credit risk reduction.
How we protect your
personal data
We have put various measures in place to protect your personal data:
· We are independently certified to a number of industry recognised
standards, including ISO27001 which helps us maintain the highest levels of
security across our entire business.
· We are a founding member of the Wacnet CD Express and therefore comply
with, and are regularly audited on, the “ATOL” Security Control
Standards for our Courier processes.
· Our online security controls maintain confidentiality at all times,
specifically for secure card payments. We are certified to the payment card
data security standards (PCI-DSS) and never store card details.
· Our entire site is accessed using https rather than http, meaning that all
information that is sent and received is encrypted for additional security. You
can see this in the address bar of your browser.
· As described in this Privacy Policy, we may in some instances disclose your
personal data to third parties. Where we do, we require that third party to
have appropriate technical and organisational measures in place to protect your
personal data; however in some instances we may be compelled by law to disclose
your personal data to a third party, and have limited control over how it is
protected by that party.
· Our website and app are regularly audited by an independent auditor to
ensure we maintain our security accreditations.
Your personal data may be processed outside the European Economic Area
(EEA) – including by staff operating outside the EEA who work for us or for one
of our third parties mentioned. That includes to overseas Logistics partners
for the purposes of providing relevant collections and deliveries to you, for
the purposes of processing any payments that you may make to us, communicating
with consignees and consignors delivering dynamic content to web browsers and
mobile applications or for the purposes of reporting and tracking web and
mobile application performance.
Where your personal data is transferred outside of the EEA, we require that
appropriate safeguards are in place. To find out more about the appropriate
safeguards that we have in place, please contact us.
HOW LONG WE
KEEP YOUR DATA FOR
We will only keep your personal data for as long as necessary to fulfil the
purposes we collected it for, including for the purposes of satisfying any
legal, accounting, or reporting requirements.
At the end of that retention period, your data will either be deleted or
anonymised (so that it can no longer be associated with you) for research or
statistical purposes.
To determine the appropriate retention period for personal data, we
consider the amount, nature, and sensitivity of the personal data, the
potential risk of harm from unauthorised use or disclosure of your personal
data, the purposes for which we process your personal data and whether we can
achieve those purposes through other means, and the applicable legal
requirements.
In some circumstances you may be entitled to ask us to delete your data:
see ‘Your rights’ below for further information
YOU HAVE THE
RIGHT
· to ask us not to use your personal data for direct marketing. To do so,
visit your Email preferences and Personalisation settings when receiving emails. See
further information on how to do this above.
· to ask us not to process your personal data where it is processed on the
basis of legitimate interests, if there are no compelling reasons for that
processing;
· to request from us access to personal information held about you (see below);
· to ask for the information we hold about you to be rectified if it is
inaccurate or incomplete;
· to ask that we stop any consent-based processing of your personal data
after you withdraw that consent;
· to ask, in certain circumstances, to delete the personal data we hold about
you;
· to ask, in certain circumstances, for the processing of that information to
be restricted; and
· to ask, in certain circumstances, for data portability.
· To log
into your account and Delete/edit addresses from the address book. www.wacpack.com
CONTACT US
If you have any questions about our Privacy Policy, including any requests
to exercise your rights, please contact the Data Protection Officer using the details
set out below:
By post to:
Data Protection Officer
Karen Atkinson
Wacnet Limited
13 Market Place
Henley on Thames
Oxfordshaire
RG92AA
By email to:
Account@wacpack.com
In order to request a copy of the personal data that Wacpack holds about
you, please send your request in writing to the Data Protection Officer at the
above address. To enable us to verify your identity and process your request,
you must include all of the following information and documentation with your
request:
· Your full name;
· the email address registered to your account;
· a description of the data that you are requesting, including a date range;
· a copy of your current and valid photo ID (e.g. passport photo page);
· proof of your address in the form of a photocopy of a utilities or service
provider bill; and
· the date of the request.
If you are unhappy with our processing of your personal data, you have the
right to complain to the Information Commissioner’s Office (ICO) at any time.
The ICO’s contact details are available here: https://ico.org.uk/concerns/. We would, however, appreciate the chance to
deal with any concerns before you approach the ICO, so please contact the Data
Protection Officer by email in the first instance.
COOKIES
We use cookies and
similar technologies to recognise you, your browser and your device. We also
allow carefully selected third parties to use cookies, pixels and ad tags while
you are browsing our website and using our app. These collect information about
your browsing habits and usage and allow us to show you relative information
while you are browsing our website and other sites on the internet. All of our
advertising cookies used are described in the cookie list below.
There are four
main types of cookies and technology. Here's how and why we use them:
Strictly necessary cookies
These are cookies
that are required for the operation of our website and app. Without these
cookies, you will not be able to use some functionality on our website and app,
such as signing into your account.
Performance cookies
These cookies
collect information about how you use our website or app and help us improve
the way our website and app work by making it easier for you to navigate to and
complete various tasks.
Functionality cookies
These cookies
allow us to identify whether you are logged into your Wacpack account and to
remember choices you make and your preferences, in order to improve your
experience of our website and app.
Below is a list of
our main partners that may place cookies, pixels or other similar technology on
your browser or device when visiting our website and app:
MANAGE YOUR
COOKIES
For more information about cookies, how to opt out and the steps you can
take to protect your privacy on the internet, go to http://www.youronlinechoices.com/uk/ – the guide to online behavioral advertising
and privacy. This website is operated by the Internet Advertising Bureau, the
industry body for online advertising. On here you'll find information about how
behavioral advertising works, how to opt out, further information about cookies
and the steps you can take to protect your privacy on the internet.
If you'd prefer to restrict, block or delete cookies from our website, you
can do so in your browser settings. If you choose to disable cookies, then
please note that this may limit the way you use our Website. For example, you
may have to re-enter information that would have ordinarily been stored as a
cookie.
How to control
cookies on your desktop:
Internet Explorer cookies information
Safari cookies information
Chrome cookies information
Firefox cookies information
Opera cookies information
How to control
cookies on your mobile device:
Apple iOS Safari
Android Chrome
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