1. Who we are

Why Wont My House Sell Ltd (“we”, “us” or “our”) is the data controller responsible for the personal information collected through this website and our services.

Why Wont My House Sell Ltd is registered in England and Wales under company number 17397349.

Registered office:

T206 Titan House

Cardiff Bay Business Centre

Titan Road

Cardiff

United Kingdom

CF24 5BS

Email: [[email protected]](mailto:[email protected])

2. Information we collect

We may collect the following personal information:

• Your name

• Your email address

• Your telephone number

• Your property address or postcode

• Information about your property

• Information about your circumstances and experience of selling your property

• Details you provide when requesting our guide, completing an enquiry form or booking a consultation

• Records of communications between you and us

• Appointment and consultation details

• Your marketing preferences

• Technical information, including your IP address, browser type, device information and how you use our website

• Information collected through cookies and similar technologies

Please do not provide sensitive personal information unless it is necessary for us to understand and respond to your enquiry.

3. How we collect your information

We collect personal information when you:

• Complete a form on our website

• Request or download our Home Seller’s Success Guide

• Book a consultation

• Contact us by telephone, email or another communication channel

• Respond to one of our messages

• Use or interact with our website

• Give us permission to contact you

We may also receive limited property information from publicly available sources, such as property listings, property portals and official property records, when relevant to your enquiry.

4. How we use your information

We may use your personal information to:

• Provide the guide or information you have requested

• Respond to your enquiry

• Arrange, confirm and manage a consultation

• Send appointment confirmations and reminders

• Understand your property and your circumstances

• Discuss possible reasons why your property may not be selling

• Explain the options that may be available to you

• Provide or discuss services you have requested

• Keep appropriate records of our communications

• Improve our website, services and customer experience

• Protect our website and prevent fraud or misuse

• Meet our legal, regulatory, tax and accounting obligations

• Send marketing communications where we have the appropriate permission or another lawful basis to do so

We will not use your personal information for a purpose that is incompatible with the purpose for which it was originally collected unless permitted or required by law.

5. Our lawful bases for using your information

Under UK data-protection law, we must have a lawful basis for using your personal information.

Depending on the circumstances, we rely on the following lawful bases:

Consent

We may rely on your consent where you have actively agreed to receive particular marketing communications or allowed us to use optional cookies. You may withdraw your consent at any time.

Contract

We may use your information when it is necessary to take steps at your request before entering into a contract or to perform a contract with you.

Legitimate interests

We may use your information where it is necessary for our legitimate interests, provided those interests do not override your rights and freedoms.

These interests include:

• Responding to enquiries

• Providing information requested by website visitors

• Managing consultations and customer relationships

• Understanding and improving our services

• Maintaining the security and performance of our website

• Keeping appropriate business records

• Establishing, exercising or defending legal claims

Legal obligation

We may use or retain information where necessary to comply with a legal or regulatory obligation.

6. Guide delivery, follow-up and marketing

When you request our guide, we will use your contact details to deliver it and send communications directly connected with your request.

If you book a consultation, we may send confirmations, reminders and information necessary to manage that appointment. These are service communications rather than general marketing messages.

We will only send additional marketing emails or text messages when we are permitted to do so. Where consent is required, we will ask for it separately.

You can withdraw your marketing consent or ask us to stop sending marketing messages at any time by:

• Clicking the unsubscribe link in an email

• Replying STOP where that option is provided

• Emailing [[email protected]](mailto:[email protected])

Stopping marketing messages will not prevent us from sending necessary communications about an enquiry, consultation or service you have requested.

7. Who we share your information with

We may share personal information with trusted organisations that help us operate our website and provide our services, including:

• Website, hosting and domain providers

• Customer relationship management and automation providers

• Email, telephone and messaging providers

• Calendar and appointment-booking providers

• Analytics and website-security providers

• IT support and professional advisers

• Accountants, solicitors, insurers and other professional advisers

• Regulators, law-enforcement bodies or public authorities where required by law

Our website forms, contact records, communications and appointment processes may be managed using GoHighLevel and associated service providers.

We may also introduce you to an appropriate property, legal, financial or other professional service provider where this is relevant to your enquiry. We will only share your identifiable information for this purpose when you have requested or agreed to the introduction, or where another lawful basis clearly applies.

We do not sell your personal information.

All service providers acting on our behalf are expected to protect your information and use it only for the purpose for which it was provided.

8. International transfers

Some of our technology and service providers may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure that appropriate safeguards are in place. These may include transferring information to a country recognised by the UK as providing an adequate level of protection or using approved contractual safeguards.

You may contact us if you would like further information about the safeguards used for international transfers.

9. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting and reporting requirements.

As a general guide:

• Guide requests and initial enquiries may be kept for up to 24 months after our last meaningful contact

• Consultation and service records may be kept for up to six years where needed for contractual, legal, tax or record-keeping purposes

• Marketing information may be retained until you withdraw consent, unsubscribe or we determine that it is no longer appropriate to keep it

• A limited suppression record may be retained after you unsubscribe so that we can respect your request not to be contacted

We may keep information for a longer period where necessary to establish, exercise or defend legal claims or comply with the law.

10. Cookies and website analytics

Our website may use cookies and similar technologies to operate correctly, remember preferences, understand website usage and measure the

effectiveness of our communications and advertising.

Non-essential cookies will be used only where the appropriate permission has been obtained.

Further information about the cookies we use and how you can control them will be available in our Cookie Policy.

11. How we protect your information

We use reasonable technical and organisational measures designed to protect personal information from loss, misuse, unauthorised access, alteration or disclosure.

Access to personal information is restricted to people and service providers who need it for legitimate business purposes.

However, no website, email system or internet transmission can be guaranteed to be completely secure.

12. Your data-protection rights

Depending on the circumstances, you may have the right to:

• Ask for access to the personal information we hold about you

• Ask us to correct inaccurate or incomplete information

• Ask us to delete your information

• Ask us to restrict how we use your information

• Object to certain uses of your information

• Ask for your information to be transferred to you or another organisation

• Withdraw your consent at any time where we rely on consent

• Object to the use of your information for direct marketing

• Complain to a data-protection supervisory authority

Some rights are subject to legal conditions and exemptions and may not apply in every situation.

To exercise your rights, email [[email protected]](mailto:[email protected]). We may need to verify your identity before completing your request.

13. Automated decision-making

We do not currently use your personal information to make decisions that have legal or similarly significant effects on you solely through automated processing.

14. Children’s information

Our website and services are intended for adults dealing with the sale of residential property. We do not knowingly collect personal information from children.

If you believe that a child has provided us with personal information, please contact us so that we can investigate and take appropriate action.

15. Links to other websites

Our website may contain links to websites operated by other organisations.

We are not responsible for the privacy practices, security or content of third-party websites. You should read the privacy notice of any external website you visit.

16. Complaints

If you have concerns about how we use your personal information, please contact us first:

Email: [[email protected]](mailto:[email protected])

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Website: https://www.ico.org.uk

Telephone: 0303 123 1113

17. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology or legal obligations.

The latest version will be published on this page, and the “Last updated” date will be revised accordingly.