Privacy Policy – Frively Ltd

Last updated: 01/08/2025

This Privacy Policy explains how Frively Ltd (“Frively”, “we”, “us”, “our”) collects, uses and protects your personal data when you use our website and services.

This policy is written with UK data protection law in mind, including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).GOV.UK+1

1. Who we are

We are:

Frively Ltd
Company number: 16558937
Registered address: Sussex Innovation Centre, Science Park Square, Brighton, East Sussex, BN1 9SB, United Kingdom
Email: hello@frively.com
Telephone: 01273 074611

We provide:

  • Frively Sites – high‑performing, SEO‑led websites for local businesses
  • Frively Software – booking, management and marketing tools for salons and clinics
  • Frively Social – done‑for‑you social media content and growth for local businesses

For the purposes of UK data protection law, we are usually the data controller for personal data we collect about visitors to our website, prospective and existing clients, and users of our services. In some cases (see section 7), we act as a data processor on behalf of our clients. ICO

2. What this policy covers

This policy explains:

  • what personal data we collect;
  • how and why we use it;
  • our legal bases for using it;
  • who we share it with;
  • how long we keep it;
  • your rights in relation to your personal data; and
  • how to contact us or make a complaint.

Our website may link to other websites. We are not responsible for the privacy practices of those third‑party sites.

3. The personal data we collect

The information we collect depends on how you interact with us.

3.1 Information you give us directly

For example, when you:

  • fill in a contact form on our website;
  • book a call or demo;
  • download content or sign up to our emails;
  • become a Frively customer;
  • use Frively Software or our client portals;
  • communicate with us by email, phone or social media.

We may collect:

  • Identity details – name, job title, role, business name
  • Contact details – email address, phone number, postal address
  • Business details – type of business (e.g. salon, clinic, trades), services offered, website, social media handles
  • Account information – login details, user settings and preferences
  • Billing information – billing contact details, payment status and history (payment card details are usually handled by our payment provider(s) and not stored in full by us)
  • Content – messages, feedback, support requests, and any files or images you choose to share with us

3.2 Information we collect automatically

When you visit our website or use our online services, we may automatically collect:

  • IP address and approximate location;
  • device information (type of device, browser, operating system);
  • usage data (pages viewed, buttons clicked, referring site, time spent on pages);
  • log information (access times, error logs, performance data).

We typically collect this via cookies and similar technologies. See section 6 for more detail.ICO+1

3.3 Information we receive from other sources

We may receive information about you from:

  • public sources, such as your business website or public social media profiles;
  • our clients (for example, where a staff member is added as a user of Frively Software);
  • partners or service providers who help us find and serve local businesses.

4. How we use your personal data and legal bases

UK data protection law requires us to have a lawful basis for each way we use personal data.ICO+1

Here’s a summary of what we do and why:

4.1 To provide our services and run our business

We use your personal data to:

  • respond to enquiries and provide quotes;
  • set up and manage your account;
  • deliver Frively Sites, Frively Software and Frively Social;
  • provide customer support;
  • manage billing, payments and renewals;
  • communicate with you about changes to our services or terms.

Legal bases:

  • Contract – where processing is necessary to enter into or perform a contract with you or your organisation.
  • Legitimate interests – to run and improve our business, provide high‑quality services and maintain client relationships.

4.2 To improve our website and services

We may use usage data and analytics to:

  • understand how visitors use our website and services;
  • diagnose problems and improve performance;
  • develop new features, content and offerings.

Legal basis:

  • Legitimate interests – to develop and improve our services and user experience.

Where analytics involve non‑essential cookies or similar technologies, we will rely on your consent where required by PECR. ICO+1

4.3 Marketing and communications

We may use your contact details to:

  • send you information about our services, resources and events;
  • follow up after an enquiry, demo, or download;
  • ask for feedback or reviews.

Legal bases:

  • Legitimate interests – to promote and grow our business when we contact business individuals about related Frively services, in a way they would reasonably expect.
  • Consent – where required by PECR for certain types of email or SMS marketing, especially to individuals.

You can opt out of marketing at any time by clicking “unsubscribe” in our emails or by contacting us using the details in section 13.

4.4 To comply with law and protect our rights

We may use your personal data to:

  • comply with legal and tax obligations;
  • keep appropriate business records;
  • prevent, detect or report fraud and security incidents;
  • establish, exercise or defend legal claims.

Legal bases:

  • Legal obligation – where we must process data to comply with the law.
  • Legitimate interests – to protect our business, clients and systems.

5. Special category data

We do not intentionally collect special category personal data (such as health information) through our website for our own purposes.

However, some of our clients (for example, clinics) may record health‑related information about their own customers via Frively Software. In those situations, our client is the data controller and we act as their data processor, processing data only in line with their instructions. See section 7.

6. Cookies and tracking technologies

Our website may use cookies and similar technologies to:

  • make the site work properly;
  • remember your preferences;
  • help us understand how the site is used;
  • support our marketing.

Under PECR, we must: ICO+2ICO+2

  • tell you about cookies;
  • explain what they do and why; and
  • get your consent for most cookies that are not “strictly necessary”.

6.1 Types of cookies we may use

  • Strictly necessary cookies – required for the site to work (for example, security, load balancing, cookie preference settings). These do not usually require consent.
  • Analytics cookies – help us understand how people use our site (for example, page views, time on page).
  • Functional cookies – remember your settings or choices.
  • Marketing cookies – help us measure or improve our marketing, or show relevant ads.

If we use third‑party tools (for example, analytics or advertising platforms), they may set cookies in your browser when you visit our site.

6.2 Managing cookies

When you first visit our website, you may see a cookie banner or pop‑up:

  • You can use this to accept or reject non‑essential cookies.
  • You can usually change your cookie choices at any time via the banner or your browser settings.

If you block or reject some cookies, parts of the site may not work properly.

7. When we act as a data processor

Many of our clients use Frively Sites, Frively Software and Frively Social to serve their own customers (for example, salon or clinic clients booking appointments).

In these situations:

  • Our client is the data controller of their customers’ personal data.
  • We act as their data processor, processing personal data on their behalf to provide the services.

For example, we may host and process:

  • customer contact details and booking information;
  • appointment history and communication records;
  • data collected through forms or booking widgets on a client’s Frively Site.

We process this data only:

  • as instructed by the client;
  • as necessary to provide our services;
  • as required by law.

If you are an end customer of one of our clients and have questions about how your data is used, you should contact that business directly and refer to their privacy notice.

8. Who we share your personal data with

We may share your personal data with:

  • Service providers (processors) – who help us deliver our services, such as:
    • website and cloud hosting providers;
    • email and marketing platforms;
    • analytics and performance tools;
    • payment processors;
    • CRM and support tools.
  • Professional advisers – such as lawyers, accountants and insurers, where reasonably necessary.
  • Authorities – where we are required to do so by law or to protect our rights, users or others (for example, regulators, law enforcement).

We require our service providers to:

  • only use personal data to provide their services to us; and
  • keep it secure and confidential under written contracts.

We do not sell your personal data.

9. International transfers

Some of our service providers may be located outside the UK or may store data in other countries.

Where we transfer personal data internationally, we will only do so where:

  • the UK has decided that the country ensures an adequate level of protection; or
  • we have put in place appropriate safeguards (for example, standard contractual clauses or equivalent protections) to protect your data. ICO

You can contact us for more information about international transfers relating to your data.

10. How long we keep your personal data

We keep personal data only for as long as necessary for the purposes described in this policy, including for:

  • providing our services and maintaining client relationships;
  • complying with legal and tax requirements;
  • resolving disputes;
  • enforcing our agreements.

Retention periods vary depending on the type of data and our relationship with you. For example:

  • Enquiry records and basic contact details may be kept for up to [e.g. 2–3 years] after last contact.
  • Client account, billing and contract records may be kept for at least 6 years after the end of the contract, to meet tax and legal obligations.

We may anonymise data (so it can no longer identify you) and use it for analysis or business planning without further notice to you.

11. How we keep your data safe

We take appropriate technical and organisational measures to protect personal data, including:

  • using reputable hosting and infrastructure providers;
  • access controls and authentication for systems and accounts;
  • encryption in transit where appropriate;
  • regular updates and security patches;
  • staff training and confidentiality commitments.

However, no system can be completely secure. If you believe your interaction with us is no longer secure, please contact us immediately using the details in section 13.

12. Your rights

Under UK data protection law, you have several rights in relation to your personal data, subject to certain conditions and exemptions.ICO+1

These include:

  • Right of access – to ask for a copy of the personal data we hold about you.
  • Right to rectification – to ask us to correct inaccurate or incomplete data.
  • Right to erasure – to ask us to delete your personal data in certain circumstances.
  • Right to restrict processing – to ask us to limit how we use your data in certain circumstances.
  • Right to data portability – to receive certain data in a structured, commonly used format and/or ask us to transfer it to another organisation.
  • Right to object – to object to our use of your data where we rely on legitimate interests, including for direct marketing.
  • Right not to be subject to automated decision‑making – where decisions are made solely by automated means with legal or similarly significant effects (we do not currently carry out such profiling for our own purposes).

If you wish to exercise any of these rights, please contact us using the details below. We may need to verify your identity before responding.

You also have the right to withdraw consent where we rely on consent (for example, for certain marketing or cookies). This will not affect the lawfulness of any processing carried out before you withdrew consent.

13. Contacting us

If you have any questions about this Privacy Policy or how we handle your personal data, you can contact us at:

Frively Ltd
Email: hello@frively.com
Telephone: 01273 074611
Postal address: Sussex Innovation Centre, Science Park Square, Brighton, East Sussex, BN1 9SB, United Kingdom

14. Complaints

If you are unhappy with how we have used your personal data, we would encourage you to contact us first so we can try to resolve the issue.

You also have the right to make a complaint to the UK data protection regulator, the Information Commissioner’s Office (ICO). ICO+1

You can find details on how to complain on the ICO website.

15. Changes to this policy

We may update this Privacy Policy from time to time, for example to reflect changes in law, guidance or our services. ICO+1

When we make changes, we will:

  • update the “Last updated” date at the top; and
  • where appropriate, notify you by email or by displaying a notice on our website or within our services.

Please check this page from time to time to stay informed about how we use your personal data.