1. Who we are

This privacy policy explains how TotallyBelts collects and uses your personal information when you use totallybelts.com, place an order, apply for a trade account, use our belt finder chat or get in touch with us.

TotallyBelts is a trading name of Orbic Bearings Ltd, a company registered in England and Wales under company number 01908580, with its registered office at 187–189 Handcroft Road, Croydon CR0 3LF. We are the controller of your personal information and are registered with the Information Commissioner's Office under registration number ZA864453.

If you have any questions about this policy or your information, email sales@totallybelts.com or call +44 (0)20 8138 2848.

2. Information we collect

We collect information you give us, and some information automatically when you use our website:

• Contact and delivery details: your name, company name, email address, phone number, and billing and delivery addresses.
• Order details: the products you buy, order history and delivery preferences.
• Payment information: payments are processed by our payment providers. We see confirmation that you've paid, but we do not see or store your full card details.
• Trade account information: business details you give us on the trade account form, such as company registration and VAT numbers, and, if you request credit terms, information from credit reference agencies.
• Messages: anything you send us by email, phone or our contact forms, including photos of belts or machines.
• Belt finder chats: the messages you type into the belt finder chat on our website, its replies, any photos you upload to it, and the name, email address and phone number you give if you ask our team to follow up.
• Website usage: your IP address, browser and device type, pages visited and how you arrived at our site, collected through cookies and similar technologies.

3. How we use your information

We use your information for the following purposes, and rely on these legal bases under UK data protection law:

• To process and deliver your order, handle returns and provide customer service. This is necessary to perform our contract with you.
• To answer your questions in the belt finder chat, help you find the right product, pass your enquiry to our team when you ask us to, and improve the chat by reviewing past conversations and searches it couldn't answer. This is in our legitimate interests in helping customers find the right parts.
• To assess trade account and credit applications. This is in our legitimate interests in managing credit risk, and to take steps at your request before entering into a contract.
• To keep financial records and meet our tax, accounting and other legal obligations.
• To run, secure and improve our website, prevent fraud and misuse, and understand how customers use our site. This is in our legitimate interests.
• To send you offers and news by email, where you've signed up to our newsletter or bought from us before. You can unsubscribe at any time using the link in any email.

4. Who we share your information with

We never sell your personal information. We share it only with organisations that help us run our business, and only as much as they need:

• Shopify, which hosts our website and online shop.
• Payment providers, such as Shopify Payments and PayPal, to process your payment.
• Delivery companies, including Royal Mail, FedEx and DHL, to deliver your order.
• Anthropic, our AI provider, which processes the messages and photos you send to the belt finder chat to produce its replies.
• Cloudflare, which runs the belt finder chat service and stores its records.
• Email, IT and analytics providers that support our website and communications.
• Advertising partners such as Google, where you've agreed to advertising cookies.
• Credit reference agencies, if you apply for credit terms on a trade account.
• Our professional advisers, HMRC and other authorities, where required by law.

Some of these providers may process information outside the UK. Where they do, we make sure appropriate safeguards are in place, such as an adequacy decision or approved contract terms.

5. Cookies

Our website uses cookies. Some are essential for the site and checkout to work. Others help us understand how the site is used and measure our advertising, and these are only used with your consent. You can change your cookie choices using the cookie banner, or block cookies in your browser settings, although parts of the site may not work properly without essential cookies.

The belt finder chat keeps your current conversation in your browser's session storage so it stays open as you move between pages. It is cleared when you close the browser tab or start a new chat.

6. Our belt finder chat

Our website includes a belt finder chat to help you identify the right belt. Its replies are written by an AI system, which searches our product range to answer you. Please check the details of any product it suggests before you order, and contact us if you're unsure.

• We record your messages and its replies so we can answer you and improve the service.
• If you upload a photo, it is used to answer your question and is not stored by us.
• If you send your details to our team through the chat, they reach us as an email through our website's contact form, and we keep your name, email address, phone number and conversation so we can reply.
• To stop the chat being overloaded or misused, we record a scrambled (hashed) version of your IP address for up to 24 hours.
• Please don't enter payment card details or other sensitive information in the chat.

7. How long we keep your information

• Order and account records: six years after the end of the financial year they relate to, to meet tax and accounting requirements.
• Enquiries and messages: for as long as needed to deal with your enquiry, and up to two years afterwards.
• Belt finder chats and the details you send through the chat: 12 months, then deleted automatically. Enquiries passed to our team by email are kept as set out for enquiries and messages above.
• Declined trade account applications: up to 12 months.
• Newsletter details: until you unsubscribe.

8. Your rights

Under UK data protection law, you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information, where we no longer have a reason to keep it, including your belt finder chats;
• object to us using your information, or ask us to restrict how we use it;
• ask us to transfer your information to another organisation;
• withdraw your consent at any time, where we rely on it, including unsubscribing from marketing.

To exercise any of these rights, email sales@totallybelts.com. We'll respond within one month.

9. Keeping your information secure

We use appropriate technical and organisational measures to protect your information, and only allow access to people and providers who need it. Our website, checkout and belt finder chat are encrypted.

10. Complaints

If you're unhappy with how we've handled your information, please contact us first so we can put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

11. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.