Who is responsible for your information

Encore Entertainment Group LTD, trading as EncoreMedia, is responsible for the personal information described in this policy. You can use the contact details at the end of this page for privacy questions or requests.

Information we collect

The information we collect depends on how you interact with EncoreMedia.

• Identity and contact details, such as your name, company, billing address, email address and telephone number.
• Order and transaction details, such as the products, licences or services purchased, amount, currency, order status and payment reference. Payment providers process the payment details needed to complete a transaction.
• Inquiry and project details, including messages, order-support information, briefs, supplied materials, preferences and correspondence.
• Technical and usage information, such as IP address, device and browser type, visited pages, referring page, timestamps, security events and cookie choices.
• Marketing preferences where you choose to receive optional updates.

How we receive information

We receive information directly from you when you complete a form, place an order, request support or work with us on a project. We may also receive transaction or delivery status from payment and service providers, and limited technical information automatically from your device when you use the website.

How and why we use information

We use personal information only when we have a lawful basis to do so.

• To take steps at your request and perform a contract, including processing orders, providing downloads and licences, delivering personalized work, handling support and communicating about the service.
• To comply with legal obligations, including accounting, tax, fraud-prevention and lawful regulatory requirements.
• For legitimate interests in securing and improving the website, maintaining appropriate business records, understanding service performance, preventing misuse and establishing or responding to legal claims, balanced against your rights.
• With consent for optional marketing or non-essential cookies where consent is required. You may withdraw consent at any time.

Who receives information

We share personal information only when reasonably necessary with providers that support payments, digital delivery, website operation, security, analytics, customer communications and professional advice. We may also disclose information to authorities or other parties when required by law, to protect legal rights, or in connection with a business reorganization.

Providers may use information only for the agreed service or their independent legal responsibilities. We do not sell personal information.

International transfers

Some providers may process information outside the United Kingdom. Where that happens, we use an applicable adequacy decision or other recognized safeguard and take reasonable steps to protect the information. Contact us if you would like more information about the safeguard relevant to your data.

How long we keep information

We keep personal information only for as long as needed for the purpose collected, including legal, accounting, security and dispute-resolution requirements. Order and accounting records are normally retained for six years where required for tax or legal claims. General inquiries are typically retained for up to 24 months after the last contact unless linked to an order, ongoing project or dispute. Technical security records are kept for shorter operational periods unless an incident requires longer retention.

When information is no longer required, it is deleted or anonymized where reasonably possible.

Security

We use appropriate technical and organizational measures designed to protect personal information against unauthorized access, alteration, loss or disclosure. No internet service is completely secure, so please contact us promptly if you believe your interaction with EncoreMedia has been affected by a security issue.

Cookies and similar technologies

The website may use essential cookies for features such as navigation, checkout, account access, preferences and security. Optional analytics or similar technologies are used only with consent where required. You can manage available choices through the website controls and your browser settings, although disabling essential cookies may affect functionality.

Your data protection rights

Depending on the law that applies, you may ask for access to your personal information, correction, deletion, restriction, portability, or object to certain processing. You may withdraw consent at any time without affecting earlier lawful processing. Some rights are subject to legal conditions or exceptions.

• Email contact@encoremedia.io and describe your request.
• We may ask for information needed to confirm your identity and protect your data.
• We normally respond within one month, or explain if applicable law permits more time for a complex request.

Questions and complaints

Please contact us first so we can try to resolve a privacy concern. You also have the right to complain to the UK Information Commissioner’s Office or the data protection authority where you live. Information about the UK complaints process is available at ico.org.uk.

Changes to this policy

We may update this policy to reflect changes to the service, providers or legal requirements. The latest version and effective date will remain available on this page.

Contact information