Privacy Policy​

1. Who we are

BioVate Hygienics Ltd (“BioVate”, “we”, “us”, “our”) is a UK manufacturer and supplier of eco-friendly biological cleaning chemicals, and supplies, installs, and services commercial dishwashing (warewashing) machines and hygiene chemical dosing/dispensing equipment, for hospitality, foodservice, care, leisure, and institutional customers in the UK and the Netherlands.

Registered office: Grafton House, Ground Floor East, Alderton Road, Pury Hill Business Park, Towcester, NN12 7LS. Company number: 13988366. This policy explains how we collect and use personal data across our website and our customer channels — including phone, email, our website chat widget, and WhatsApp — and your rights over that data.

2. Scope of this policy

This policy covers personal data we collect when you:

• Visit or browse biovatehygienics.com.

• Contact us by phone, email, or the contact details on our website.

• Use the chat widget on our website.

• Message our WhatsApp Business support number (see Section 5 for the detail specific to this channel).

It does not cover the practices of other websites or services we link to, including WhatsApp itself, which has its own privacy policy.

3. Information we collect

3.1 General enquiries (phone, email, website chat)

When you contact us by phone, email, or through the chat widget on our website, we collect what you give us — typically your name, contact details, company or site name, and the content of your enquiry — so we can respond to it.

3.2 Website usage and cookies

biovatehygienics.com uses cookies and similar technologies that are necessary for the site to work correctly, and our website platform and chat widget provider (Wix) may also set analytics or functional cookies as part of running the site. Where the site shows a cookie banner, you can manage optional cookies there; if you have questions about which specific cookies are active, contact us using the details in Section 11.

3.3 WhatsApp customer support

When you message our WhatsApp Business number for support, we and our service providers process:

• Your WhatsApp phone number (automatically, to send and receive messages).

• Your name, email address, and company or site name, if and when you share them with us during the conversation — we only ask for these when your enquiry needs to be handed to a member of our team.

• The content of your messages, including any details you share about equipment, faults, orders, or your account.

• Basic technical metadata WhatsApp provides with every message (timestamps, delivery status).

We do not ask for financial information, payment details, or sensitive personal data (such as health information) through any of these channels, and you should not send us these details by phone, chat, or WhatsApp.

4. Why we process this information

We use this information to:

• Answer your question or resolve your issue directly — including, on WhatsApp, using an AI assistant trained on our own product and service information.

• Log a support ticket with our team when your enquiry needs a person to handle it — for example a breakdown, a booking, a complaint, or a pricing question.

• Contact you back about your enquiry using the details you've provided.

• Keep a record of the conversation so our team has context when they follow up.

Our legal basis for this processing is our legitimate interest in responding to enquiries and providing customer support (UK GDPR Art. 6(1)(f)), and, where you provide contact details for a specific follow-up, our need to take steps at your request before entering into, or in performing, a contract with you (Art. 6(1)(b)).

5. Automated messages and AI (WhatsApp)

On WhatsApp, your first reply is generated by an AI assistant (built on Anthropic's Claude models), grounded in BioVate's own product and process information. It is not used to make any decision that produces a legal or similarly significant effect on you — its only job is to answer routine questions or to flag your message to a person. Whenever your enquiry needs a human — including whenever you ask to speak to a person — it is passed to our team along with the conversation so far.

6. Who we share your information with

We use the following service providers (“processors”). Each only receives what it needs to do its job, and none of them may use your data for their own purposes:

• Wix - runs biovatehygienics.com and website chat widget provider.

• Meta Platforms Ireland Ltd — operates the WhatsApp Business Platform that carries WhatsApp messages themselves. Meta's own WhatsApp privacy notices also apply to your use of WhatsApp.

• Anthropic, PBC — provides the Claude AI models used to help draft WhatsApp replies. Message content is sent to Anthropic's API for this purpose.

• monday.com Ltd — provides the ticketing system our support team uses; your name, email, company/site name (once shared), and a transcript of the conversation are logged there when a WhatsApp enquiry is escalated to a person.

• Render Services, Inc. — hosts the software that connects WhatsApp, our AI assistant, and our ticketing system.

We do not sell your personal data, and we do not share it with any other third party except where required by law.

7. International data transfers

Some of our service providers (including Anthropic and monday.com) may process data outside the UK/EEA, including in the United States. Where this happens, we rely on appropriate safeguards recognised under UK GDPR, such as Standard Contractual Clauses or the provider's own certified transfer mechanism, to ensure your data continues to be protected to UK standards.

8. How long we keep it

General enquiries (phone, email, chat) and support ticket records in monday.com are kept for up to 24 months from your last contact with us, after which they are deleted or anonymised, unless we need to keep them for longer to meet a legal obligation or resolve a dispute. Raw WhatsApp conversation logs held by our support software are, at present, only retained on our hosting provider's servers between deployments of the service and are not a permanent archive; the durable record of an escalated WhatsApp enquiry is the ticket created in monday.com.

9. Your rights

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

• Ask us for a copy of the personal data we hold about you.

• Ask us to correct inaccurate data or complete incomplete data.

• Ask us to delete your data, or restrict how we use it, in certain circumstances.

• Object to our processing where we rely on legitimate interests.

• Ask for your data to be moved to another provider, where technically feasible.

To exercise any of these rights, contact us using the details in Section 11. You also have the right to complain to the Information Commissioner's Office (ico.org.uk) if you believe we have not handled your data properly.

10. Children

Our products and services are aimed at businesses, not children, and we do not knowingly collect personal data from children through any of the channels in this policy.

11. How to contact us

For any question about this policy or how we handle your data, contact: sales@biovatehygienics.com, or by phone on 01327 222580.

12. Changes to this policy

We may update this policy from time to time, for example as our website or WhatsApp support service changes. The “Effective date” at the top of this page will always show when it was last revised.