Frequently Asked Questions

There are more questions answered in our blog post, GDPR and Heart Internet: Frequently Asked Questions.

What information does Heart Internet collect?

When you create an account, we collect basic information from you, such as name, address, email address, and telephone number. When you purchase any products from us, we may also collect additional information, such as identification.

We also record information when you contact us, such as raising customer service tickets, and notes or details explaining what you requested and how we responded.

We also use cookies and other tracking scripts on our websites to collect information about interactions and usage.

Please see our Privacy Policy for more details about the specific information we may collect and the choices you have related to that data.

How does Heart Internet use this information?

We use the information we collect about you to deliver, improve, update, and enhance the services we provide to you. For example, we collect information about to create your account, deliver our products, and detect and prevent fraud and abuse. Please see our Privacy Policy for more details.

Does Heart Internet share data with third parties?

We may share your personal data with the following:

  • Affiliated companies within our corporation
  • Third parties we have partnered with for you to integrate their services into our services
  • Trusted third-party service providers for them to perform services on our behalf.

Examples of when we share data include:

  • Processing payments
  • Sending you surveys
  • Interest-based advertising

We only share the minimum information necessary, and third parties are prohibited from using your information for any other purpose, as indicated in our Privacy Policy.

If you require more information, please see our List of Third-Party Data Providers.

How can I update my personal information?

You can always update your personal information by logging into your Heart Internet Customer Area and going to Add/Edit Contact Details under Contact and Billing Information. There, you can view and update your account information, such as name, email address, phone number, and billing address.

You can also update your contact preferences by logging into your Heart Internet Customer Area and going to Contact Preferences under Contact and Billing Information. There, you can view and update your preferences for receiving account and product information, newsletters, and other offers.

You can also update your tracking preferences by going to Cookie Management.

What do you do to protect my personal information?

We are dedicated to helping you protect your personal information. This is just some of the ways we help you.

Secure communication channels

We use the latest standards in encryption to protect any personal data sent to us through web forms to prevent others from intercepting the information in transit.

Account authentication

We require a unique email address and password to log into your account.

Security training

Our staff receive annual training and periodic updates on good security practices.

Multi-tier approach to security

We protect our corporate network through many layers of security:

  • Physical protection measures to ensure the safety of our employees and equipment
  • Combination of software and devices to protect our network from would-be intruders
  • Dedicated team of security professionals who oversee device and application security practices

What can I do to protect my personal information?

In the end, you are in control of your account security. We recommend you use good security practices to protect your personal data.

Secure your password

Use a strong password, preferably one with uppercase and lowercase letters, numbers, and special characters, and never use passwords across different accounts.

Log out of your account when you use a computer you share with other people and never share your password with others.

We recommend you use a password manager, such as LastPass or KeePass, and change your password every six months.

How can I see what personal information you have on me?

You can request a copy of your personal data in an electronic format from the Manage My Data page. From there, you can download your data in a single file.

You can request a copy of your personal data every 28 days.

How can I ask for my personal information to be deleted from your servers?

You can delete your data and close your account with us from the Manage My Data page.

In order for your data to be deleted, you must be aware of the following:

  • All products and services you hold must be cancelled prior to the deletion. We cannot delete your data if there are any active domains, packages, or add-ons in your account.
  • All affiliate credit or domain credits will be forfeited.
  • You will no longer be able to log into your account or access your data after.

When you request for your data to be deleted, we will remove anything unless the data is required for our legitimate business purposes or legal or contractual record keeping requirements.

How do I contact you?

If you have any questions, concerns, or complaints about our Privacy Policy, or the data practices of any of our services or products, you can contact our Data Protection Officer by emailing privacy@heartinternet.uk.

As an alternative, you can also contact us by mail or by telephone:

Attention: Office of the Data Protection Officer
Heart Internet Limited
5th Floor
The Shipping Building
Old Vinyl Factory
252-254 Blyth Road
Hayes
UB3 1HA
United Kingdom

0330 660 0255

Documents

Privacy Policy

This is our privacy policy for Heart Internet. It is intended to describe how and what data we collect and how and why we use our personal data.

The Reseller's Guide to Data Protection

This guide provides Resellers with information about what data protection is and what they need to do in order to be compliant with legislation. This is not legal advice, but a general guide on how our Resellers can effectively manage their customers' data.

Data Processing Addendum Contract

This contract is for customers who are Data Controllers with Heart Internet as the Data Processor. If this is needed, please sign and return to privacy@heartinternet.uk.

List of Third-Party Data Processors

This list provides our customers with information on third parties that process data for us. We update this list as needed.

Trusted by our customers
"Great service. Online Live Chat Support is such a good solution for quick responses."

Read full review

Trustpilot
Mark Phillips
Drop us a line 0330 660 0255 or email sales@heartinternet.uk