Privacy Policy

Sneak Energy Customer Privacy Notice

This privacy notice tells you what to expect us to do with your personal information.

•    Contact details
•    What information we collect, use, and why
•    Lawful bases and data protection rights
•    Where we get personal information from
•    How long we keep information
•    Who we share information with
•    Sharing information outside the UK
•    How to complain

Contact details
Post: Customer Service, Sneak Energy, Queen's House, Queen Street, Manchester, M2 5HT, United Kingdom.
Email: info@sneakenergy.com

What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
•    Names and contact details
•    Addresses
•    Purchase or account history
•    Payment details (including card or bank information for transfers and direct debits)
•    Account information
•    Information relating to loyalty programmes
•    Website user information (including user journeys and cookie tracking)

We collect or use the following information for the operation of customer accounts and guarantees:
•    Names and contact details
•    Addresses
•    Purchase history
•    Account information, including registration details
•    Information used for security purposes
•    Marketing preferences

We collect or use the following information for service updates or marketing purposes:
•    Names and contact details
•    Addresses
•    Marketing preferences
•    Location data
•    Purchase or viewing history
•    IP addresses
•    Website and app user journey information
•    Records of consent, where appropriate

We collect or use the following personal information for dealing with queries, complaints or claims:
•    Names and contact details
•    Address
•    Account information
•    Purchase or service history
•    Relevant information from previous investigations
•    Customer or client accounts and records
•    Financial transaction information
•    Correspondence

We collect or use the following information to For analytical purposes:
•    Addresses
•    Purchase or account history
•    Marketing preferences
•    Purchase or viewing history
•    IP addresses
•    Website and app user journey information

Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

•    Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
•    Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
•    Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
•    Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
•    Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
•    Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
•    Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
•    Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
•    Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
•    Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
•    Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
•    Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
•    Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
•    Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for For analytical purposes are:
•    Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Where we get personal information from
•    Directly from you, when you provide us with information, or interact onsite or with a marketing message.

How long we keep information
We keep personal data for as long as your account is active. If you close your account then we keep personal data for 2 years, unless we are required by law to retain your personal data for a longer period. After such time, or when a request is made to remove personal data, any data containing personal information is made anonymous.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

You can unsubscribe from marketing and promotional messages by:
Email: Clicking “unsubscribe” at the bottom of the email.
SMS and WhatsApp: Clicking the unsubscribe link or button in the message, or by replying “STOP”.
App Push Notifications: Turning off notifications in your device’s settings, or on the settings page within the app.
Direct Mail: Contacting our customer service team with a notice for your address to be removed.
Alternatively, you can contact our customer service team with an unsubscribe notice by contacting us using the details provided above.

Who we share information with
Data processors
Shopify
This data processor does the following activities for us: They host our online store, and process and record orders.
Klaviyo
This data processor does the following activities for us: They store our customer data, and manage our transactional and marketing messages sent via email, SMS, WhatsApp and app push notifications.
Judge.Me
This data processor does the following activities for us: They host our customer store and product reviews. We pass on your name, email address and order details which they use to send review request emails, unless opted out.
Gorgias
This data processor does the following activities for us: They manage customer support inquires. Whenever a customer or ourselves makes contact via email, SMS or WhatsApp, they store and make a record of the conversation for future reference.
Airbox
This data processor does the following activities for us: They pack and dispatch our orders for us. They receive order details and pass contact details on to third-party shipping companies.
Skio
This data processor does the following activities for us: They run and maintain our subscription platform. They receive order and personal details.

Other instances of sharing data:
We may share personal data collected to other third-parties in order to: process, manage, ship and keep track of orders; analyse the performance of our website and marketing activities; process payments; run fraud prevention; and any other ad-hoc service required either by law, or in order to conduct our business activities.

Sharing information outside the UK
Where necessary, our data processors may share personal information outside of the UK. When doing so, they comply with the UK GDPR, making sure appropriate safeguards are in place.
Organisation name: Klaviyo
Category of recipient: Cloud storage provider
Country the personal information is sent to: United States
How the transfer complies with UK data protection law: The country or sector has been assessed as providing adequate protection to data subjects (also known as Adequacy Regulations or UK data bridge)

How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
Email: info@sneakenergy.com
Post: Data Protection, Sneak Energy, Queen's House, Queen Street, Manchester, M2 5HT, United Kingdom

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO. 
The ICO’s address:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline number: 0303 123 1113 
Website: https://www.ico.org.uk/make-a-complaint