PRIVACY POLICY.
See also our Terms of Service. Questions: hello@roamlistings.co.uk
Last updated: [DATE] · Draft for legal review
This policy explains how ROAM Listings collects and uses personal information when you visit our website, place an order or receive a walkthrough video. It is written for the agents and staff who use our service.
1. Who we are
[ROAM LISTINGS LTD] (trading as ROAM Listings), company number [NUMBER], registered office [ADDRESS], is the controller of the personal information described in this policy. We are registered with the Information Commissioner's Office under number [ICO NUMBER].
Contact us about privacy at privacy@roamlistings.co.uk or by post at the address above.
2. What we collect
| Category | Examples | Where it comes from |
|---|---|---|
| Contact details | Name, job title, agency name, business address, email, phone | You, when you order or contact us |
| Order details | Packages ordered, property addresses or references, delivery and revision history | You, when you order |
| Order materials | Photos, floorplans, listing links, logos. These may incidentally show people or personal belongings | You, or the listing you link to |
| Payment information | Billing name and address, the last four digits of your card, payment status | Stripe, our payment provider (we never see your full card number) |
| Communications | Emails, support messages, feedback, complaints | You |
| Website usage | Pages viewed, device and browser type, approximate location from IP address | Cookies and similar technology (section 9) |
| Marketing preferences | Whether you've agreed to receive our news and offers | You |
3. Why we use it and our lawful basis
| Purpose | Lawful basis (UK GDPR Article 6) |
|---|---|
| Handling your orders and communicating with you about them | Contract |
| Producing, checking and delivering your videos | Contract |
| Taking payments, issuing receipts and invoices, keeping tax records | Contract; legal obligation |
| Applying and checking the new-customer offer (one per agency) | Legitimate interests: preventing misuse of offers |
| Answering questions and handling complaints | Contract; legitimate interests |
| Keeping our service secure and preventing fraud | Legitimate interests |
| Improving our website and service using usage statistics | Legitimate interests |
| Sending news and offers by email | Consent, or for existing customers our legitimate interests (you can opt out at any time) |
| Defending legal claims | Legitimate interests |
Where we rely on legitimate interests, we have balanced them against your rights. You can ask us for details.
4. Personal data in your order materials
If your photos or floorplans contain personal data, for example a person visible in a mirror or a document on a table, your agency is the controller of that data and we process it on your agency's behalf under the Data Processing Terms in our Terms of Service. Please remove or blur personal information before sending materials wherever you can.
5. Who we share it with
We share personal information only with providers who help us run ROAM, under contracts that require them to protect it, and only as much as they need:
- Stripe Payments UK Ltd: card payments, invoicing and Direct Debits
- Tally: our online order form, including file uploads
- Google Workspace (Gmail and Google Drive): business email, storage of order materials and video download links
- [VIDEO GENERATION PROVIDER, e.g. BytePlus (Seedance)]: creating video scenes from your photos
- Make: sending order acknowledgements and updating our order tracker
- [ANALYTICS PROVIDER]: website usage statistics
- Our accountants, insurers and professional advisers: where necessary
We may also share information if the law requires it, to protect our rights, or with a buyer if our business is sold. We never sell personal information.
6. International transfers
Some of our providers process data outside the UK, for example in the United States, the European Economic Area or [OTHER COUNTRIES used by the video generation provider]. When they do, we rely on a UK adequacy regulation or on the International Data Transfer Agreement or Addendum approved under UK law, plus any extra safeguards needed. Contact us for a copy of the relevant safeguards.
7. How long we keep it
| Information | How long |
|---|---|
| Contact and order details | 2 years after your last order |
| Order materials (photos, floorplans) | 90 days after delivery |
| Finished videos | 90 days after delivery (download links expire after 30 days) |
| Payment, invoice and tax records | 6 years after the end of the financial year they relate to |
| Support and complaint records | 2 years after the matter is closed |
| Marketing preferences | Until you opt out, plus a suppression record so we don't contact you again |
[CONFIRM PERIODS]
8. Your rights
Under UK data protection law you have the right to:
- access a copy of your personal information;
- have inaccurate information corrected;
- have information deleted in some circumstances;
- restrict or object to how we use it, including objecting to direct marketing at any time;
- receive information you gave us in a portable format; and
- withdraw consent at any time, where we rely on consent.
To use any of these rights, email privacy@roamlistings.co.uk. We will respond within one month, and we may need to confirm your identity first. We do not make decisions about you based solely on automated processing that have legal or similarly significant effects.
9. Cookies
We use a small number of cookies:
- Strictly necessary cookies: protect the order form and remember your cookie choices. The site cannot work without them.
- Analytics cookies: count visits and see which pages are used, so we can improve the site. We set these only for statistical purposes, as UK law now allows. You can switch them off at any time in our cookie settings.
- Marketing or advertising cookies: we do not use these. If we ever do, we will ask for your consent first.
Stripe may set its own cookies on its payment page to prevent fraud.
10. Security
We use encryption in transit, access controls and reputable providers to protect your information. Only people who need access to fulfil your order have it. No method is completely secure, but we will tell you and the ICO about a breach where the law requires.
11. Complaints
If you have a concern about how we handle personal information, please tell us first using our complaints form at roamlistings.co.uk/privacy-complaint or by email. We will acknowledge your complaint within 30 days and respond without undue delay.
You also have the right to complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint, 0303 123 1113.
12. Changes
We will post any changes to this policy on this page and tell account holders about significant changes by email.