Privacy notice

1. Who controls your information

QWIP LTD, trading as PCN Mate, is the controller of personal information described in this notice. Our registered address is 128 City Road, London, EC1V 2NX, United Kingdom.

For privacy questions or requests, email hello@pcnmate.com.

2. Information we collect

Depending on how you use PCN Mate, we may collect:

• Contact and identity information: your name, WhatsApp number, email address and postal address.
• Ticket and vehicle information: ticket images, ticket number, issuer, dates, location, alleged contravention, amounts, vehicle registration and details you give us about the circumstances.
• Messages and support information: your WhatsApp conversation, answers, appeal outcome and communications with our team.
• Service information: notice details we read or you give us, case assessments, deadlines, draft letters and versions, submission and outcome records you report, reminder preferences, and status of earlier handled cases.
• Payment information: transaction references, payment status, product purchased and refund status. Paddle processes payment-card and billing details as Merchant of Record.
• Technical information: IP address, browser or device information, timestamps, security events and basic records of how the website and service are used.

3. Why we use it and our legal bases

• To read your notice, prepare your assessment, appeal pack and case page, send reminders you opt into, and honour earlier handled-service purchases. We rely on performance of our contract or steps you ask us to take before a contract.
• To answer questions, administer refunds and provide customer support. We rely on our contract and legitimate interests in supporting customers.
• To prevent fraud, protect the service, troubleshoot problems and improve reliability. We rely on our legitimate interests in operating a safe and effective service.
• To send optional reminders or follow-ups you request. We rely on your consent, which you may withdraw at any time by replying STOP.
• To keep financial, tax and legal records and respond to lawful requests. We rely on legal obligations.

We do not use automated ticket analysis to make a legal decision about you. It provides information and draft content for you or our team to review.

4. Who we share information with

We share only what is reasonably needed with:

• hosting, database, messaging, email, document-generation, AI and technical service providers that help us run PCN Mate;
• Paddle, our Merchant of Record, for the sale of services, checkout, payment processing, subscription or order management, tax compliance, invoicing, customer support and refunds;
• the relevant council, parking operator or appeal body when you authorise us to submit an appeal;
• professional advisers such as lawyers and accountants where necessary; and
• courts, regulators, law enforcement or other authorities where the law requires it.

We do not sell your personal information.

5. International transfers

Some providers may process information outside the United Kingdom. Where required, we use recognised safeguards such as UK adequacy regulations, the UK International Data Transfer Agreement, or approved contractual clauses.

6. How long we keep information

We keep case and correspondence records only for as long as needed to provide the service, handle appeals and outcomes, resolve disputes, improve safety and meet legal obligations. Financial and transaction records may be kept for up to seven years where tax or accounting law requires it.

When information is no longer needed, we delete it or anonymise it. Retention may be extended where a complaint, dispute, fraud investigation or legal requirement applies.

7. Security

We use appropriate technical and organisational measures designed to protect personal information, including access controls and secure service providers. No online system can be guaranteed completely secure.

8. Cookies and similar technology

Our website may use essential storage or cookies needed for security, checkout and basic preferences. Paddle may set cookies or similar technology when you open its checkout. We do not currently use marketing cookies.

You can manage or block cookies in your browser settings. Blocking essential cookies may prevent parts of the site or checkout from working.

9. Your UK data rights

Subject to legal conditions, you may ask us to:

• give you a copy of your personal information;
• correct inaccurate or incomplete information;
• delete information or restrict how it is used;
• provide certain information in a portable format;
• stop processing based on legitimate interests; or
• withdraw consent at any time.

Email hello@pcnmate.com to exercise a right. We may need to verify your identity. We normally respond within one month.

You may complain to the UK Information Commissioner’s Office at ico.org.uk. We would appreciate the chance to address your concern first.

10. Changes to this notice

We may update this notice when the service, our providers or the law changes. We will post the current version here and change the date above.