Privacy policy

1. Who we are

Hire a Lift is a trading brand of National Tool Hire Ltd, a company registered in England and Wales under company number 08904335. Registered office: 2B Stanley Grange, Knowsley, Prescot, Merseyside, L34 4AR.

National Tool Hire Ltd is the controller of your personal data. In this policy "we", "us" and "Hire a Lift" mean National Tool Hire Ltd.

• Email: hello@hirealift.co.uk
• Post: 2B Stanley Grange, Knowsley, Prescot, Merseyside, L34 4AR
• ICO registration number: ZA534261
• Data protection contact: [DATA PROTECTION OFFICER OR LEAD, IF APPOINTED]

2. The data we collect

Information you give us

• Contact details: name, email address, phone number, billing address.
• Booking details: the machines, hire dates, site address and postcode, delivery notes and order history.
• Payment details: card payments are taken by Stripe. We receive the payment result, never your full card number.
• Identity checks: if a booking needs an identity check, you complete it with Veriff, which shares the result with us.
• Insurance: if you upload a hired-in plant insurance (HiPI) certificate to remove the damage waiver, we keep the certificate with your order.
• Communications: emails, calls and other messages with us, and any review you choose to leave.

Information we collect automatically

• Device and browser information: operating system, browser type and version.
• Usage data: pages visited and actions taken, including how you arrived (campaign tags, referring site and landing page).
• IP address: for security and fraud prevention.
• Cookies and browser storage: see our cookie policy.

3. Calls to our phone line

Calls to 0333 038 4946 are answered by an AI voice assistant, which tells you at the start of the call that it is an AI. You can ask for a person at any point. Bookings, payments, complex or sensitive complaints and account changes are always passed to a person, and the assistant does not make decisions that significantly affect you.

All inbound calls are recorded and transcribed for quality, dispute resolution, training and improving the assistant. Call data is stored on UK servers (Google Cloud, London region) and encrypted in transit and at rest. Anonymised call data, with personal identifiers removed, may be used to improve the assistant; you can opt out during the call or by emailing hello@hirealift.co.uk.

Recordings and transcripts are kept for 6 months, or 7 years if a support ticket or booking is created, and longer only if needed for a complaint, audit or legal proceedings.

4. Why we use your data and our lawful bases

5. Who we share your data with

We do not sell your data or share it with third parties for their own marketing.

• The supplier partner who fulfils your hire: your name, phone number, site address and delivery notes, so they can deliver and collect the machine. Supplier partners shown at checkout include CW Plant, MKM, Nationwide Platforms, Sunbelt Rentals, Travis Perkins, Jewson.
• Stripe: card and wallet payments, including 3D Secure checks. Stripe's address form can use Google Maps to suggest addresses.
• Veriff: identity verification at checkout, when a booking needs it.
• Loqate: address lookup when you type an address at checkout, through our booking system.
• Google: Google Tag Manager and the Google tags it loads, only if you accept analytics and advertising cookies.
• Google Cloud: hosting for the Website (London region) and the images it shows.
• Our booking system, RiQ, which holds your orders and sends booking emails.
• Our phone line providers listed in section 3.
• Law enforcement, regulators or courts where the law requires it, and a buyer of our business if it is sold or merged.

Where a provider is based outside the UK, such as in the US, we rely on UK adequacy regulations or the UK International Data Transfer Addendum to the EU standard contractual clauses.

6. How long we keep it

• Bookings, orders and customer records: 6 years, for tax and legal reasons.
• Phone recordings and transcripts: 6 months, or 7 years if a support ticket or booking is created.
• Marketing preferences: until you unsubscribe.
• Website analytics: 2 years.
• Security and fraud prevention records: 6 years.

7. Your rights

Under UK GDPR you have the right to:

• access the personal data we hold about you
• have inaccurate data corrected
• have your data deleted
• restrict or object to how we use it, including for direct marketing
• receive your data in a structured, machine-readable format
• withdraw consent at any time, where we rely on consent
• ask for a person to review any decision about you, and to speak to a person instead of our AI phone assistant

To use any of these rights, email hello@hirealift.co.uk or write to us at 2B Stanley Grange, Knowsley, Prescot, Merseyside, L34 4AR. We will reply within one month.

If you are unhappy with how we handle your data, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113. We would appreciate the chance to put things right first.

8. Security and breaches

We use appropriate technical and organisational measures to protect your data, and data is encrypted in transit. No method of sending data over the internet is completely secure. If a breach is likely to put your rights at risk, we will tell you and the ICO as the law requires.

9. Changes to this policy

We may update this policy. The date at the top shows when it last changed, and we will tell you about significant changes.