Who we are?
This Policy applies to any users of the services on www.HV-International Properties.com and other Huveane websites (collectively “Our Site”), and other interactions (e.g. customer service or social enquiries) through our Contact Centre that you may have with HV- International Properties.
HV- International Properties is committed to protecting your privacy. If you have any questions about your personal information, please email us at [email protected], or write to us HV-International Properties Privacy Department, 15 Salamanca Place, London. IG11 0RU.
Information we collect.
The information you give us may include the following:
Your name, address, date of birth, email address, marital status, nationality, telephone number, information about your property and your personal circumstances.
We will use your contact information to provide you with pertinent messages as required for the use of Our Site and Services, including telephone calls, email, text message, messaging app or letter. This includes notifications, changes to our Services, features of Our Site, or material updates to our Terms and Conditions. If you permit us to, we will also use your contact information to contact you to offer Services we provide that may be of interest to you in connection with your property purchase or property sale. You may withdraw your consent for us to do this at any time.
If you are buying, selling, renting or constructing a property you may also upload, or ask that we upload, photos and floorplans of your property. These may identify your address. We may use information about your HV-International Properties-marketed property to promote our Services, including images and status. Only information that is publicly available will be used in this regard. For example, we may use the status of a Bought, Sold, Rented, constructed properties to promote our expertise and presence in your local area through Direct Mail. If you would prefer that we did not use your property information in this way, please email [email protected] or notify your local agent.
If you register your details with us because you are looking to purchase a property, we will also collect information on whether you have a property to sell, and the status of the house sale. We will also collect information on how you will finance any potential purchase, namely whether you require a mortgage or have a mortgage in principle and proof you have sufficient funds to pay any deposit you would be required to make. We collect this information in case we can offer services to assist you with your property sale and to assist our customers, as this information may be pertinent to any decision they make regarding your offer or potential offer.
If you are buying, selling, renting or constructing a property through HV-International Properties, the applicable payment information below will apply to the sale:
When you make a payment for the fees on Our Site or over the telephone with a HV-International Properties representative, we will collect the necessary financial information from you (such as the name on your credit or debit card, type of card, card number, start date, expiry date, security code and/or issue number) as well as any additional personal information. This information will be transferred to our nominated payment processor, which is currently Trust Payments Limited. Trust Payments is a certified PCI Service Provider Level 1 who will process your payment to us. HV-International Properties does not store this financial information. Due diligence information (to undertake checks of your identity to comply with The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017):
We are required to carry out additional checks on users of our Services who instruct HV-International Properties to market their property or who have an offer accepted for a HV-International Properties-marketed property. The purpose of this check is to verify your identity; it does not affect your credit rating. If the automated identity verification check fails, you will be required to provide HV-International Properties with a copy of legal documents (e.g. Passport or Driving Licence) that confirms your identity and proof of address. Copies of your identity documents and any other information you provide to us will be stored securely.
If you are looking to buy, sell, rent and / or construct a property and book an appointment, we will use your contact information to provide you with information ahead of your appointment and useful advice on your next steps. These messages are optional, and you may choose to stop these messages at any time using the unsubscribe link. If you are looking to purchase a property, the applicable marketing information below will apply to you:
We will use your contact information to provide you with assistance based on the reason for your registration, including managing viewings, providing property information, and requesting viewing feedback. We may use your contact information, including email address, phone number, web tracking behaviour and dates of viewings for our legitimate interest. This processing enables us to enhance our services and provide useful information to you. This communication is optional, and you may choose to stop these messages at any time using the unsubscribe option. We will store your preferences on which channels we may communicate with you (phone, text message, email, post) for marketing purposes.
We will store your preferences on what type of information you would like to receive from marketing, for example, market trend data or special offers. You may change your marketing preferences at any time:
For Emails: using the unsubscribe or email preferences link at the bottom of the email;
For Direct Mail: by contacting our team who will ensure that the information is passed onto marketing;
For Phone: by letting the agent know on the call;
For SMS: using the opt-out process provided in the text message.
Alternatively, you may use our customer services contact details found at the bottom of the policy to notify us of any changes in your contacts details or to stop future marketing through any of the above channels. Please note, this will not change any communications that are required for us to fulfil the obligations of Our Service. This includes emails, SMS sent pertaining to updates on the status, for example, of any appointments, requests, or reminders.
Records of your interactions with HV-International Properties, our agents and our clients are stored for training, compliance and monitoring purposes. These may include information that you reveal during the exchange. This includes
Calls and SMS made to and from our central contact centre teams, which are stored for one year, from the date the call was made.
Messages within emails sent to and received by HV-International Properties email addresses.
Messages that you send and receive through Our Site are retained and monitored in line with our Terms and Conditions.
Other data you want to share:
We may collect your personal information or data if you submit it to us in other contexts, for example, where you provide us with a testimonial.
We may also email you about competitions run by Yopa or information about discounts on our services.
We only store sensitive information about you when you provide it. This will not be shared with any third parties (unless they are a third-party data processor for HV-International Properties). If you have disclosed information, such as the status of your health, that you would like us to remove from our notes, please notify us using our customer services details found at the bottom of this policy. To ensure that content from Our Site is presented in the most effective manner for you, and the device that you use to access Our Site, each time you visit, we automatically collect information which may uniquely identify your browser or account. This includes:
Technical information, including the Internet Protocol (IP) address used to connect your device to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform.
Information about your visit, including the full Uniform Resource Locators (URLs) clickstream to, through and from Our Site; products you viewed or searched for; page response times, download errors, lengths of visits to certain pages, page interaction information (such as scrolling, clicks or mouse-overs), and methods used to browse away from the page and any telephone number used to call our team.
We take steps to anonymise this information and use it to uncover collective insights about the usage of Our Site. To improve Our Site and Services, we use the following facilities to collect and analyse information from you:
Live Person (used in collaboration with Google Analytics and AdWords to allow us to monitor the effectiveness of the advertising campaigns on Our Site and track the impact of live chats on sales of our Services)
Active Campaign (this is used to send and track email and SMS communications)
Postmark (this is used to send and track pertinent automated email messages, such as confirmations and password resets)
Information we may share about you
To carry out our obligations arising from any contracts which we may enter with you, and provide you with the information and Services that you request from us, we will share your information with (as appropriate):
Your local HV-International Properties agent (and/or their companies), to provide you with Services requested via Our Site.
Business partners, suppliers and sub-contractors for the performance of any contract we enter into with you.
Independent contractors commissioned by HV-International Properties, in the event that you request such services via Our Site, your local HV-International Properties Agent or Contact Centre.
We contractually bind these service providers to keep your information confidential and secure, and to use it only to provide you with the services requested. Specific instances in which your personal information may be shared when you use our Site have been set out below:
Your first name will be made public to all Users of the messaging tool of Our Site. This is to help other users of Our Site communicate with you to facilitate the sale of the Property.
Once an appointment has been requested, email and SMS notifications will be sent to the clients and your Local HV-International Properties Agent., the address of the Property; the time of the appointment and the name, telephone number and email address of the clients
If an offer for the sale of the Property has been accepted, you will have access to the HV-International Properties Sales Support Team who will assist you until the Completion of the sale of the Property. You hereby consent to HV-International Properties contacting your conveyancer, solicitor and any other parties involved directly or indirectly in the transaction.
Disclosure of your information
We may disclose your personal information to third parties not named here in the event that:
We buy, sell or rent any business or assets, in which case we may disclose your personal data to the prospective buyer, seller or renter of such business or assets.
HV-International Properties or substantially all of its assets are acquired by a third party, in which case personal data held by us about our customers will be one of the transferred assets.
We are under a duty to disclose or share your personal data to comply with any legal or regulatory obligations, or in order to enforce or apply our Terms and Conditions and other agreements; or to protect the rights, property or safety of HV-International Properties our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction or breach of contract;
When dealing with a claim or complaint relating to our Services which has been lodged with The Property Ombudsman or other regulatory body; and
When we need to collect a debt which is owed to us by you.
Storing your data
When you have registered for an account with us, you are responsible for keeping the login details confidential. We ask you not to share your password with anyone.
Our Site is secured by Secure Sockets Layer (SSL) technology, which encrypts the connection between your browser and Our Site. However, unfortunately the transmission of information through the Internet is never completely secure. Although we do our best to protect your personal data, we cannot guarantee the security of your data transmitted to Our Site, and consequently any transmission is at your own risk.
We restrict access to your personal information to HV-International Properties employees, contractors, and agents, who need to know that information to deliver the requested Service and are bound to strict contractual confidentiality obligations.
We use strict procedures and security features to guard against physical unauthorised access to systems. We also use software that allows us to monitor our services and infrastructure to protect them from threats, including malware, viruses, and other forms of malicious code.
How long we will store your information
How long we retain information about you depends on the type of information provided, and your relationship with us:
Personal information: for as long as your account is active, and a reasonable period thereafter in case you decide that you require our services.
If you choose to sell your home or buy a home with HV-International Properties, we have a legal obligation to retain some information about your transaction for six years from the date your transaction completes.
If you choose to have your home valued by HV-International Properties or view a property that is marketed by HV-International Properties, we will also retain information about your appointment for six years from the appointment date.
Access to your Information
You can update your information or change the settings of your account by logging into Our Site, or through the assistance of our central team who can be reached on 02071014927. We will retain an audit of these changes for monitoring purposes. You have the right to ask us for access to all your personal information that we hold about you.
To request this information, we need to receive your request in writing, including whether you would like to accept this information electronically or physically (where possible). You will also need to provide a scan of a legal document that confirms your identity, such as your passport or driving licence. You may do this by email or post; please use the details in our Privacy contact information at the bottom. If there are changes required to your information, you have the right to ask us to stop processing (including collecting, sharing, or deleting) your personal data until it is rectified. There may be some information that we are unable to provide you, if it infringes the privacy of another individual, such as a buyer who has viewed a property you are selling. In this case, we will do our best to provide you with a redacted overview.
Removing your information / Cancelling your account
You may request for your personal information stored by HV- International Properties, and your HV- International Properties account to be deleted. Deleting your account will result in your personal information being pseudonymised in our databases within a reasonable period and will disable your access to your account. We will fulfil requests to delete personal data promptly unless the request is not technically feasible or required to be retained by law (in which case we can block access to such data).
If we are unable to delete information, for example, because it has been stored in backup archives, then we will securely store and isolate your information from any further use until deletion is possible.
If you have instructed HV-International Properties or made an offer on a property marketed by HV-International Properties, we are unable to remove your information immediately, to comply with other regulations, notably The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017. Your request will be logged and actioned once the time required has passed. To have your details removed or account closed, please send your request to us in writing. Please see details below for our Privacy contact information.
To have your details removed from HV-International Properties’ third party contractors, such as our suppliers of EPCs, floor plans, mortgage-finding services, and photography services, please send your request to us in writing. Please see details below for our Privacy contact information.