PlanStream customer privacy notice

Last updated: January 2026

Registered name: Glatz Ltd

We are the controller of your personal data. For more information on controllers and their responsibilities please see our guidance on data protection principles, definitions, and key terms.

This privacy notice tells you what to expect us to do with your personal information.

Contents

• Contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• Sharing information outside the UK
• How to complain

Contact details

Post

Email

[email protected]

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Addresses
• Purchase or account history
• Payment details (including card or bank information for transfers and direct debits)
• Account information
• Information relating to loyalty programmes
• Website user information (including user journeys and cookie tracking)
• Information relating to compliments or complaints

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details
• Addresses
• Payment details (including card or bank information for transfers and direct debits)
• Purchase history
• Account information, including registration details
• Information used for security purposes

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• Location data
• Purchase or viewing history
• Website and app user journey information
• Records of consent, where appropriate

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Account information
• Purchase or service history
• Relevant information from previous investigations
• Customer or client accounts and records
• Financial transaction information

Lawful bases and data protection rights

Under UK data protection law, we must have a "lawful basis" for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO's website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO's website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
• Your right to withdraw consent - When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests - we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We process personal information to set up and administer customer accounts, authenticate users, manage access permissions, maintain accurate account records, and provide customer support. We also use it to protect our service and users by maintaining security, preventing fraud/abuse, and keeping audit logs of account activity. This processing is necessary for our legitimate interests in operating, securing and improving our services and ensuring accounts work properly. We minimise the data we use, restrict access, and keep it only for as long as needed.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests - we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We use contact and account information to send important service communications such as security alerts, system status messages, changes to features, and administrative messages (eg billing or account notices). This is necessary for our legitimate interests in running our service effectively, keeping customers informed, and protecting the security and reliability of the platform. Where we send direct marketing messages, we only do so in line with applicable marketing rules and you can opt out/unsubscribe at any time.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests - we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We process personal information to receive, investigate and respond to queries, requests, complaints and claims; to maintain records of our communications and decisions; and, where necessary, to establish, exercise or defend legal claims. This is necessary for our legitimate interests in providing effective customer support, resolving disputes, improving our services, and protecting our business and users. We limit access to the information and retain it only for as long as necessary.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Where we get personal information from

• Directly from you
• Suppliers and service providers
• Third parties:

We may receive personal information from third parties where an organisation (for example, an employer or customer) provides us with user details to set up an account, manage access for their team, or invite additional users. This typically includes name, work email address, job role and account/permission details. We may also receive information from integrated third-party services that a customer chooses to connect to our platform.

We may receive personal information from third parties, such as payment service providers, where this is needed to take payments and manage subscriptions. This may include billing contact details and transaction identifiers (we do not receive full card details). We may also receive user details from organisations that administer accounts on behalf of their staff and from integrated services that customers choose to connect.

How long we keep information

We keep personal information only for as long as necessary for the purposes described in this notice, including providing our services, meeting legal and accounting obligations, resolving disputes, and enforcing our agreements. Retention periods vary depending on the type of information and the reason we use it. When information is no longer needed, we delete or anonymise it.

Who we share information with

Data processors

Others we share personal information with

• Professional or legal advisors
• Organisations we're legally obliged to share personal information with

Sharing information outside the UK

Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.

The ICO's address:

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint