Privacy Policy
How Telqaris Limited uses your personal information under the Telqaris brand.
Who we are
Telqaris is a trading name of Telqaris Limited. We provide broadband and phone services. On UK pages we describe our UK service. We decide how your personal information is used, so we are its "controller".
This policy covers the information we hold about:
- people who visit telqaris.com
- people who contact us or use the forms on our website
- customers who take services from us under the Telqaris name.
Our contact details:
- Company: Telqaris Limited, company number 17131169, registered in England and Wales
- Registered office: 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB
- Email: support@telqaris.com
- Phone: 0330 350 2880 (our team: 12pm to 8pm, Monday to Friday)
- ICO registration: Telqaris Limited’s ICO registration number is ZC280321.
Our other brands
Telqaris Limited also trades as Your Communications and Ionica. Each brand has its own privacy policy for its customers:
- Your Communications: yourcommunications.net/privacy-policy
- Ionica: ionica.uk
We use one customer system for all our brands. This means our team can see your records with any of our brands when they help you. We only use those records for the reasons in this policy.
What information we collect
When you contact us, register interest or check availability
- your name, email address and phone number
- your address or postcode (for example when you check an address such as AB1 2CD in our tools)
- what you tell us in your message.
When you become a customer
- Account details: your name, address, contact details, date of birth and account passwords. We check that your address is a property we can supply.
- Payment details: your bank or card details and your payment history.
- Service details: the services and equipment you have, and records of faults and installations.
- Call and usage records ("traffic data"): the numbers you call and that call you, and the date, time and length of calls. We also record how much data you use and your router’s technical details. We do not record calls you make on our phone service, or see what you do online.
- Location data: the address your phone line is registered to. We give it to the emergency services when you call 999 or 112.
- Extra help: information about your health or situation, if you choose to tell us so we can support you. An example is that you use a telecare alarm.
When you contact our team
We record and log calls, webchats and messages between you and our customer team. This covers all our brands. Each contact opens a case that is dated, timed and fully recorded.
We keep web chat conversations for 24 months after the order, support request or complaint they relate to is closed. If you chat with us about joining but don’t become a customer, we keep the conversation for 12 months. Other chats are kept for 90 days.
Our AI co-founder, Lex (AI), answers many calls, chats and messages. Lex is an AI system, not a person. Lex uses what you tell it to help you, and records the conversation in your case. Lex does not make decisions about you that have legal or similarly serious effects. You can ask to speak to a person at any time.
When you use our website
- technical details such as your IP address and browser type, in our server logs
- what you type into our contact, register-interest and availability forms.
Our public website has no sign-in. Where a Log in / customer portal link is shown, it takes you to our separate customer portal, where you can manage your account. This Privacy Policy covers the portal too.
How we look after website forms
When you send a form on our website, we store it on our web server for a short time. It is encrypted while it waits there. Our customer system then collects it and deletes it from the web server. This happens within 7 days at the latest, and usually much sooner.
Our web server cannot connect to our customer system. Our customer system collects the forms itself. This helps keep your information safe.
How we use your information, and why
The law says we must have a valid reason, called a "lawful basis", for each use.
| What we use it for | Our lawful basis |
|---|---|
| Replying to your enquiry and checking which services you can get | Taking steps you ask for before a contract, or our legitimate interest in replying to you |
| Setting up and providing your services, billing you and fixing faults | To carry out our contract with you |
| Checking your address is a property we can supply | To carry out our contract with you |
| Moving your number and services when you switch | To carry out our contract, and to meet our legal duties |
| Connecting emergency calls and giving 999 services your address | Our legal duty, and to protect life |
| Recording calls, chats and messages with our team | Our legitimate interest in keeping accurate records, training our team, checking quality and settling disputes |
| Keeping one customer record across our brands | Our legitimate interest in giving you joined-up help and keeping accurate records |
| Supporting you if you need extra help | Your explicit consent, or to protect you where you can’t give consent |
| Handling complaints and disputes, including with an independent dispute service | Our legal duty, and our legitimate interest in sorting out problems |
| Preventing fraud and keeping our network and website secure | Our legitimate interest, and our legal duty |
| Meeting our legal duties, such as keeping tax records and answering lawful requests | Our legal duty |
| Sending you marketing | Your consent, or for customers our legitimate interest (see "Marketing" below) |
| Improving our website and services | Our legitimate interest |
We do not run credit checks.
We use your traffic data only to connect your calls, bill you, deal with faults, prevent fraud, and meet our legal duties. We will only use it for anything else, such as marketing, if you agree.
Marketing
We will only send you marketing emails or texts if you agree. If you are a customer, we may also tell you about similar services of ours. We will only call you about marketing if you have not registered with the Telephone Preference Service, or if you have agreed.
Every marketing message tells you how to stop them. You can also tell us at any time. Saying no to marketing won’t affect your service.
Who we share your information with
We only share your information when we need to. We may share it with:
- network partners who help us connect and run your broadband and phone services (we do not name wholesale suppliers on public pages)
- engineers who install or repair your service
- other phone and broadband providers, and the industry switching hub, when you switch to or from us
- IT, communications and payment companies who host our systems and website, run our phone and chat systems, send our emails or take payments for us
- emergency services when you call 999 or 112
- debt collection agencies, only if you don’t pay and we haven’t been able to agree a way forward with you
- the independent dispute service we use (CISAS, run by CEDR), if you take a complaint to it —
- Ofcom, the ICO, the police and other public bodies, when the law requires it
- our professional advisers, such as lawyers and accountants
- people you have asked us to deal with, such as a relative or adviser.
Our suppliers can only use your information to provide services to us. They must keep it safe.
We do not sell your personal information.
Phone directories
We will not put your phone number in a phone book or directory enquiry service unless you ask us to. It is free to be listed, or to stay unlisted.
Where we keep your information
We hold your information on servers in the UK, and we keep back-up copies in the UK too, so our website and systems keep running if something goes wrong.
Some of the companies that help us run our services are based outside the UK. Where they can access your information, we make sure it is protected as UK law requires. You can ask us for details.
How long we keep your information
We only keep your information for as long as we need it.
| Information | How long we keep it |
|---|---|
| Website forms on our web server | Up to 7 days, then only in our customer system |
| Enquiries from people who don’t become customers | Up to 24 months |
| Web server security logs (including IP addresses) | 7 days, then anonymous counts only |
| Account and billing records | 6 years after your account closes |
| Call and usage records (traffic data) | 12 months, unless we need them longer to settle a dispute |
| Recordings and records of your calls and messages with our team (not web chat) | 6 years after your account closes, or 24 months if you are not a customer |
| Web chat conversations | 24 months after the order, support request or complaint they relate to is closed; 12 months if you chat with us about joining but don’t become a customer; 90 days for other chats |
| Complaint records | At least 12 months after the complaint ends, and up to 6 years after your account closes |
| Information about extra help you need | While you are a customer, or until you ask us to delete it |
Your rights
You have the right to:
- ask for a copy of the information we hold about you
- ask us to correct information that is wrong
- ask us to delete your information
- ask us to limit how we use your information
- object to how we use your information, including for marketing
- ask us to send your information to you or someone else in a common format
- take back your consent at any time, if we rely on it.
Some of these rights only apply in certain situations. To use any of them, contact us using the details above. It is free. We will reply within one month.
You only need to ask once. Your request covers your records with all our brands.
Complaining to the ICO
If you are unhappy with how we use your information, please tell us first. You can also complain to the Information Commissioner’s Office (ICO):
- Website: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
Website statistics
We do not use advertising or tracking tools on our website. We do not share information about your visits with advertising or analytics companies.
We count visits to our website with our own statistics tool, on our own servers. It sets no tracking cookies.
To tell visits apart, our server mixes your IP address and browser details with a secret value that changes every day and is deleted after 2 days. We only keep the scrambled result, so we can’t link your visits on different days. We don’t store your IP address in our statistics.
We record:
- the pages you view and the website that sent you to us
- any campaign tag on the link you followed (we remove everything else from the web address)
- when you send us a message or register your interest. We only count that it happened, never who you are.
These records are never linked to you or your account. We keep the detailed visit records for 7 days. After that we keep only anonymous counts. We keep those anonymous counts for about 25 months. Our lawful basis is our legitimate interest in understanding how our website is used and improving it.
How to stop us counting your visits: use the button on our website. It sets one small cookie named tq_stats_off that remembers your choice for 12 months. We also respect the Do Not Track and Global Privacy Control settings in your browser. If either is switched on, we won’t count your visits.
Security log: for security, our web server keeps a log of visits, including your IP address, for 7 days, so we can spot and stop attacks. After that we keep only anonymous counts. Our lawful basis is our legitimate interest in keeping our website and customers’ information safe.
Cookies
Our Cookie Policy explains the cookies and similar tools our website uses (including tq-theme / theme choice and portal cookies when the portal is available).
Changes to this policy
We may update this policy from time to time. We will put the latest version on this page. If we make important changes, we will tell our customers directly.