1. Introduction
LockSafe UK ("we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website and services.
We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. By using our services, you consent to the data practices described in this policy.
2. Information We Collect
2.1 Information You Provide
We collect information you voluntarily provide, including:
2.2 Information Collected Automatically
When you use our services, we automatically collect:
2.3 Information From Third Parties
We may receive information from:
- Payment Processors: Transaction confirmations from Stripe
- Verification Services: DBS check results for locksmiths
- Mapping Services: Location data from Mapbox
2.4 Referral and Subscription Data
If you participate in the referral programme or subscribe to LockSafe Cover, we additionally collect and process:
- Referral codes: The code you generate or use, linked to your account
- Referral credit balance: Credits earned and applied to your account
- Subscription status: Plan type, start date, renewal date, cancellation status
- Billing history: Subscription payments processed through Stripe
2.5 Device and Push Notification Data
If you use our mobile app or grant notification permissions on our website, we collect:
- Push notification tokens: Device-specific tokens issued by Apple (APNs) or Google (FCM), used to send you job alerts and service updates
- App version and device OS: For compatibility and support purposes
2.6 Error and Performance Monitoring
We use Sentry to monitor application errors and performance. Sentry may collect:
- Stack traces and error context (which may include limited user session information)
- Browser type, OS, and app version
- URL of the page where the error occurred
We configure Sentry to minimise collection of personal data. Full Sentry privacy details are at sentry.io/privacy.
3. How We Use Your Information
3.1Service DeliveryLegal Basis: Contract
- • Connect customers with locksmiths
- • Process payments and refunds
- • Generate job reports and documentation
- • Verify locksmith arrival using GPS
- • Send job-related notifications
3.2Platform SafetyLegal Basis: Legitimate Interest
- • Verify locksmith credentials and background
- • Detect and prevent fraud
- • Resolve disputes using documented evidence
- • Maintain platform security
3.3ImprovementLegal Basis: Legitimate Interest
- • Analyse usage to improve our services
- • Develop new features
- • Conduct research and analytics
3.4MarketingLegal Basis: Consent
- • Send promotional emails (only with your opt-in consent)
- • Show relevant advertisements
You can opt out of marketing communications at any time.
4. GPS and Location Data
Our anti-fraud protection relies on GPS data
This is a core feature that protects both customers and locksmiths.
For Customers
Your address is used to match you with nearby locksmiths and appears on job documentation.
For Locksmiths
GPS coordinates are captured when you mark arrival and completion. This proves you attended the job location.
Retention: GPS data is stored as part of the job record and included in PDF reports. It is retained for 7 years for legal and dispute resolution purposes.
5. Who We Share Your Data With
We share your information with:
We do not sell your personal data to third parties. We do not share your data for third-party marketing without your explicit consent.
6. Data Retention
We retain your data for the following periods:
| Data Type | Retention Period |
|---|---|
| Account Data | Until you delete your account |
| Incomplete Locksmith Onboarding Accounts | Automatically removed after 30 days if onboarding is not completed, with a warning notice sent in advance (normally on day 27) |
| Job Records | 7 years (legal and tax compliance) |
| Payment Records | 7 years (financial regulations) |
| Marketing Preferences | Until you withdraw consent |
| Support Communications | 3 years |
For locksmith onboarding, we may send automated reminders (including a second-stage reminder only when no qualifying interaction is detected) before any automatic removal of incomplete accounts. Where deletion occurs, we keep only the minimum audit metadata required for compliance and abuse prevention.
7. Your Rights Under GDPR
You have the following rights regarding your personal data:
Right to Access
Request a copy of all personal data we hold about you.
Right to Rectification
Request correction of inaccurate personal data.
Right to Erasure
Request deletion of your personal data ("right to be forgotten").
Right to Portability
Receive your data in a machine-readable format.
Right to Object
Object to processing based on legitimate interests.
Right to Restrict
Request restriction of processing in certain circumstances.
To exercise any of these rights, contact us at contact@locksafe.uk. We will respond within 30 days.
8. Data Security
We implement appropriate technical and organisational measures to protect your personal data, including:
Payment Security: Payment information is processed by Stripe, which is PCI DSS compliant. We never store your full card details on our servers.
9. International Data Transfers
Some of our service providers may process data outside the UK/EEA. Where this occurs, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses or adequacy decisions.
10. Children's Privacy
Our services are not intended for individuals under 18 years of age. We do not knowingly collect personal data from children. If we become aware that we have collected data from a child, we will delete it promptly.
11. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by email or through the Platform. The date of the last update is shown at the top of this page.
12. Complaints
If you have concerns about how we handle your data, please contact us first. If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):
13. Automated Decision-Making & AI
Under UK GDPR Article 22, you have the right not to be subject to decisions based solely on automated processing that produce legal or similarly significant effects.
Intelligent Dispatch Algorithm
LockSafe uses an automated algorithm to match and dispatch locksmiths to jobs. This algorithm considers factors including distance, availability, rating, and response history. It does not produce a legal or similarly significant effect on any individual — locksmiths can still accept or decline jobs, and customers can choose from multiple presented options.
AI Voice Processing (Retell AI)
If you call our phone line, your call may be handled by an AI voice system. The system may transcribe and analyse speech to extract job details (address, problem type, urgency). No automated legal decisions are made based solely on voice call content. You may request to speak to a human at any point.
Fraud Detection
We use automated checks to detect potentially fraudulent activity (e.g., self-referrals, duplicate accounts). Where an automated check flags your account, a human review is conducted before any significant action (such as account suspension) is taken.
Your Right to Human Review: If you believe an automated decision has significantly affected you, contact us at contact@locksafe.uk to request a human review.
14. Contact Us
For any privacy-related questions or to exercise your rights: