Privacy Policy
Effective date: 28th October 2025
Reviewed: as required by law
1. Introduction
This Privacy Policy explains how Netcom (“we”, “us”, “our”) collects, uses, and protects your personal information when you use our websites, hosting, domain, email, or support services.
We are committed to protecting your privacy and handling your data responsibly in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
By using our services, you agree to this Privacy Policy.
2. Who We Are
Netcom provides internet, hosting, and support services to individuals and businesses within the United Kingdom and internationally.
We act as the Data Controller for customer information we collect directly, and as a Data Processor for any data stored or transmitted via our hosting services.
Contact details:
Net Communications 2 Ltd Trading as Netcom Hosting / Netcom
Hall Road, Cromer, Norfolk, NR27 0JW
Email: help@netcom.co.uk
Telephone: 01603 444 444
3. What Information We Collect
We collect and process information to manage your account, deliver services, and maintain security. This may include:
a) Account Information
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Name, company name, postal address, and contact details.
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Email addresses and phone numbers.
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Billing and payment details (stored securely by our payment processor).
b) Service Information
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Domain registration data (including WHOIS contact data).
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IP addresses and login activity related to your account.
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Configuration details for email, DNS, and hosting accounts.
c) Support & Communication
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Details you provide when contacting support (by phone, email, or remote session).
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Technical information shared during troubleshooting or configuration.
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Recordings or transcripts of communications (if applicable).
d) Website Data
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Cookies and analytics information to help improve our website and services.
4. How We Use Your Information
We process personal data only for legitimate business purposes, including:
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To create, manage, and maintain your account.
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To deliver and support hosting, email, and DNS services.
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To send billing, renewal, and service-related notifications.
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To provide technical support, including secure remote assistance where authorised.
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To detect and prevent fraud, abuse, or security issues.
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To comply with legal or regulatory obligations.
We do not sell or share your personal data with third parties for marketing purposes.
5. Legal Basis for Processing
We process your personal data under the following legal bases:
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Contractual necessity: To deliver the services you have purchased.
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Legitimate interest: To manage business operations and improve our services.
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Legal obligation: To comply with UK law, including record keeping and fraud prevention.
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Consent: Where you have opted in to receive marketing or optional communications.
6. Data Storage & Security
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All data is stored securely within the United Kingdom or EEA where possible.
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We use strong encryption, firewalls, and access controls to protect all stored data.
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Passwords and access credentials are stored only in encrypted form if at all.
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Remote access (e.g., VNC Instant Support) is temporary, fully encrypted, and never retained after the session ends.
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We regularly review our systems and processes to maintain high security standards.
7. Data Retention
We retain data only as long as necessary to provide services and meet legal obligations:
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Account information is retained for up to 7 years after cancellation for accounting and audit purposes.
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Technical logs and backup data are automatically deleted after short retention periods unless required for investigation.
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Support communications may be stored for reference for up to 12 months.
8. Sharing Your Information
We may share limited information with trusted third parties who help us deliver services, such as:
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Domain registries and registrars (for domain registration and renewals).
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Payment processors (for billing transactions).
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Data centre or network providers (for service operation and security).
All third parties are bound by strict confidentiality and data protection agreements.
We may also disclose data when required by law, regulation, or a valid legal request.
9. Your Rights
Under the UK GDPR, you have the right to:
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Access the personal data we hold about you.
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Request correction of inaccurate data.
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Request deletion (“right to be forgotten”) where applicable.
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Restrict or object to certain types of processing.
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Request a copy of your data in a portable format.
Requests can be submitted to privacy@netcom.co.uk.
We will respond within 30 days of receiving your request.
10. Cookies
Our website may use cookies to improve functionality and user experience.
You can manage or disable cookies in your browser settings.
Details of cookies used are available in our Cookie Policy.
11. International Transfers
Where personal data is transferred outside the UK or EEA, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses (SCCs) approved by the UK ICO.
12. Children’s Privacy
Our services are intended for business and adult users.
We do not knowingly collect personal data from individuals under 16 years of age.
13. Changes to This Policy
We may update this Privacy Policy from time to time.
The most current version will always be available on our website, and significant changes will be communicated to customers directly.
14. Contact Us
If you have questions, concerns, or complaints about how your data is handled, please contact us at privacy@netcom.co.uk.
If you are not satisfied with our response, you have the right to raise a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.
