Privacy Policy

How Pivotell collects, uses and protects your personal information.

Last updated: October 2026

Who we are

Pivotell Ltd, Danson House, Clavering, Saffron Walden, Essex, CB11 4PE, is the data controller for the personal information described here. Registered in England and Wales, company number 04437866. Registered with the Information Commissioner's Office, reference ZB854621.

Questions about your data: use our contact form, call 01799 550979, or write to us at the address above.

What we collect

• Orders and enquiries: your name, delivery and billing address, phone number, email address and what you've ordered.
• VAT relief declarations: the name of the person the product is for and their condition. This is health information, so we keep it secure and use it only for VAT relief.
• Payments: handled by Worldpay, PayPal and GoCardless. We don't store card details. If you pay by phone, we enter your card details straight into the payment system and don't keep a copy.
• Connected dispensers: for the Advance GSM and connected models, the Administration Centre holds the dispenser's settings, dose times and dispensing records, the SIM number, and the names, phone numbers and email addresses that receive alerts.
• Phone calls: calls may be recorded. See our call recording notice.
• Website use: cookies and similar technologies (see below).

Why we use it, and our legal basis

Who we share it with

We never sell your data. We share it only with companies that help us run our business, under contracts that require them to protect it:

• delivery companies, to deliver your order
• payment providers, to take payment
• Google, to invite you to leave a review
• our website and shop provider, 1ecommerce
• Meta (Facebook), only if you accept advertising cookies
• the Administration Centre host, for connected dispensers
• the Jointly app from Carers UK, only if you choose to send alerts there
• HMRC or other authorities, where the law requires it

Data stored outside the UK

The Administration Centre for connected dispensers is hosted in the European Union. The UK recognises countries in the European Economic Area as giving adequate protection to personal data, so your data has the same level of protection there. If you accept advertising cookies, Meta may process information about your visit in the United States, under the UK-US data bridge.

How long we keep it

• Order, invoice and VAT relief records: 6 years, as HMRC requires
• Connected dispenser records: while the service is active, and afterwards only as long as we need them for support or legal reasons
• Call recordings: up to 6 months
• Marketing preferences: until you unsubscribe

Cookies

Our website uses essential cookies to run the shopping basket and search. These are needed for the site to work.

We may also use the Meta (Facebook) pixel to measure and improve our advertising. This only runs if you agree when you first visit our site, and you can change your choice at any time. You can also block or delete cookies in your browser settings, but the basket may not work without the essential ones.

Your rights

You can ask us to:

• give you a copy of your data
• correct anything that's wrong
• delete your data, where we don't have to keep it
• restrict or stop using it, or object to how we use it
• send your data to you or another organisation in a usable format
• stop marketing, or withdraw consent, at any time

Contact us using the details above. We'll reply within one month. There's no charge.

Complaints

If you're unhappy with how we've used your data, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.