1. About this policy
This policy explains how Gigaair Ltd (“Gigaair”, “we”, “us”) collects and uses personal data, and the rights you have. It applies to:
- people who visit our website or use our coverage checker;
- people who enquire about our services or about becoming a partner;
- staff and contacts of our wholesale partners, including people who use our partner portal;
- customers of our partners, where we receive their details to install, support or maintain a service;
- customers who contract with us directly;
- landowners, landlords, building managers and site contacts we deal with to install and maintain our network; and
- our suppliers and their staff.
2. Who we are
Gigaair Ltd is a company registered in Scotland (company number SC638157). Our registered office is The Approach, 301 Parkway Court, Glasgow, G69 6GA. We are the controller of the personal data described in this policy.
For any question about this policy or your personal data, contact us at privacy@gigaair.co.uk, by phone on 0330 202 0612, or by post to the address above, marked “Data Protection”.
3. If you are a customer of one of our partners
Most of our services are sold by wholesale partners under their own brand. If you buy your service from one of our partners, your contract is with that partner, and the partner is responsible for your account, billing and support. The partner is a separate controller of your personal data and its own privacy notice applies.
Your provider shares some of your details with us so that we can survey, install, maintain and repair the service at your premises. These details are normally your name, the installation address, site contact details and details of the service. We use them only for those purposes, and to meet our legal obligations. We do not use them to market our own services to you.
If your provider stops trading or can no longer supply your service, we may contact you to offer to keep your service running, directly or through another partner. You do not have to accept.
4. The personal data we collect
| Who | What we collect | Where it comes from |
|---|---|---|
| Website visitors | IP address, device and browser details, pages visited and how you use them. Analytics data is collected only if you accept analytics cookies (section 9). | You, through your browser |
| Coverage checker and enquiry forms | Your name, company, email, phone number, the address or postcode you check, the type of service or partnership you are interested in, and anything you write in the form. | You |
| Partners | Names, job titles and business contact details of partner staff; portal logins, two-factor authentication settings and a record of actions taken in the portal; contract, billing and payment details. | The partner and its staff |
| Partners’ customers | Name, installation address, site contact name and phone number, access arrangements, service details, equipment details, and fault and support records. | The partner |
| Direct customers | Name, contact details, installation and billing address, service and account details, payment details, and fault, support and complaint records. | You |
| All service users | Technical data about the service: IP addresses we allocate, equipment identifiers, connection and performance data, and speed test results. | Our network and equipment |
| Landowners and site contacts | Name, contact details, property details, and wayleave and access records. | You, our partners, or public records such as the Land Register |
| Suppliers | Business contact details and payment details. | The supplier |
We do not intentionally collect special category data, such as health information. If you tell us something like this, for example that you need extra help during an installation, we will use it only to provide that help.
5. How we use personal data, and our lawful basis
| Purpose | Lawful basis |
|---|---|
| Answering enquiries and coverage checks, including passing your enquiry to a partner who serves your area if you asked to be contacted | Our legitimate interests in responding to enquiries and growing our business; your consent where the form asks for it |
| Setting up and managing partner accounts and portal access | Performance of our contract with the partner; our legitimate interests in keeping the portal secure |
| Surveying, installing, maintaining and repairing services, including for partners’ customers | Performance of a contract (with you, or with your provider); our legitimate interests in operating our network |
| Billing, payments and debt recovery | Performance of a contract; legal obligation (tax and accounting) |
| Running, monitoring and protecting our network, including preventing fraud and abuse | Our legitimate interests; legal obligation (network security duties under the Communications Act 2003) |
| Handling faults, complaints and disputes | Performance of a contract; legal obligation (Ofcom General Conditions, for direct customers) |
| Obtaining and managing wayleaves and site access | Our legitimate interests in building and maintaining our network |
| Sending service and maintenance notices | Performance of a contract; our legitimate interests |
| Marketing to business contacts | Our legitimate interests. You can opt out at any time. We send marketing to individual (non-business) email addresses only with consent |
| Website analytics | Your consent (section 9) |
| Responding to lawful requests from the police, Ofcom, the courts or other authorities | Legal obligation |
6. Who we share personal data with
- Our partners. We share installation, service and fault information with the partner who supplies the service. If you ask about coverage and want to be contacted, we pass your details to a partner who serves your area.
- Contractors and installers who survey, install and maintain our network for us.
- Landowners, landlords and building managers, where needed to obtain access or a wayleave.
- Service providers who process data for us, under contracts that require them to protect it. They include providers of:
- website hosting;
- email and office software;
- website analytics (Google Analytics and Hotjar), only if you accept analytics cookies;
- banking and payment processing;
- electronic signature of contracts; and
- AI tools that help our engineers sort and diagnose support requests and network faults. These providers use the data only to provide that service to us. They do not use it to train their AI models.
Our partner portal, network management and billing systems run on our own servers in the UK.
- Network and wholesale suppliers, where a service uses another operator’s network.
- Professional advisers, such as our accountants, insurers and lawyers.
- Authorities, such as the police, Ofcom or a court, where the law requires or allows it.
- A buyer or successor, if all or part of our business is sold or restructured.
We do not sell personal data.
7. International transfers
Most personal data we hold stays in the UK. Some of our service providers, including Microsoft, Google, Hotjar and AI service providers, may process data outside the UK, including in the European Economic Area and the United States. When this happens, we make sure the transfer is protected. We rely on UK adequacy regulations, including the UK-US Data Bridge where the recipient is certified, or on the International Data Transfer Agreement or Addendum approved by the ICO.
8. How long we keep personal data
We keep personal data only for as long as we need it.
| Data | How long |
|---|---|
| Website enquiries and coverage checks | We do not keep a copy on our website. Your enquiry is sent to our team, or to the partner who serves your area, and we delete it once it has been dealt with. |
| Installation, service and fault details for partners’ customers | While the service is live. We delete or anonymise them when the service ends and our equipment has been removed. |
| Contract, billing and payment records (partners and direct customers) | 6 years after the end of the financial year they relate to, because tax law requires it. |
| Partner portal logins and security logs | While the account is active, and security logs for up to 12 months. |
| Network and connection data | Only for as long as needed to run the network and fix faults, unless we need it to investigate abuse or must keep it because of a legal request. |
| Wayleave and site access records | For as long as our equipment remains at the site. |
| Website analytics | Up to 14 months, and only if you accepted analytics cookies. |
We may keep data for longer if the law requires it, or if it is needed for a claim or dispute.
9. Cookies
Our website uses a small number of cookies and similar technologies.
| Type | What it does | Consent needed? |
|---|---|---|
| Strictly necessary | Makes the website work, for example keeping forms and the coverage checker secure. Our ga_consent cookie remembers your cookie choice for 6 months. |
No |
Analytics: Google Analytics (_ga, _ga_*) |
Counts visits and shows us which pages are used, so we can improve the website. IP addresses are anonymised. | Yes |
Analytics: Hotjar (_hj*) |
Shows us how visitors move around and use our pages. | Yes |
Analytics cookies are set only if you accept them. You can change your choice at any time using the “Cookie settings” link at the bottom of every page, or by clearing cookies in your browser.
10. Your rights
You have the right to:
- ask for a copy of the personal data we hold about you;
- ask us to correct data that is wrong or incomplete;
- ask us to delete your data, or to restrict how we use it;
- object to our use of your data where we rely on legitimate interests, and always to direct marketing;
- ask us to transfer data you gave us to another organisation, where we use it under a contract or your consent; and
- withdraw consent at any time, where we rely on it.
To use any of these rights, contact us using the details in section 2. We will reply within one month. If you are a customer of one of our partners, you may find it quicker to contact your provider first. We will work with them to deal with your request.
If you are unhappy with how we have handled your data, please tell us so we can try to put it right. You also have the right to complain to the Information Commissioner’s Office: ico.org.uk/make-a-complaint, phone 0303 123 1113.
11. Security
We protect personal data with technical and organisational measures, including:
- access controls and two-factor authentication on our systems and partner portal;
- encryption of data in transit, and of sensitive data such as credentials at rest; and
- restricting access to staff and contractors who need it.
If a personal data breach is likely to put you at risk, we will tell you and the ICO as the law requires.
12. Changes to this policy
We may update this policy from time to time. The current version, with its effective date, is always on this page.
