Privacy Policy

Last updated: 31 July 2026

1. Who we are

Net Digitizing UK Limited (“Net Digitizing”, “we”, “us” or “our”) provides embroidery digitizing and vector artwork services, primarily to trade and business customers.

Net Digitizing UK Limited is registered in England and Wales under company number 07983525.

Registered office: First Floor Kirkland House, 11–15 Peterborough Road, Harrow, Middlesex, HA1 2AX
Trading address: Sovereign House, 153 High Street, Brentwood, Essex, CM14 4SD
Email: support@netdigitizing.co.uk
Telephone: 0800 368 7414

For the purposes of UK data protection law, Net Digitizing UK Limited is the controller of the personal information described in this policy.

2. Information we collect

Depending on how you use our services, we may collect:

• your name, email address, telephone number and company name;
• account, customer, order and invoice references;
• billing, payment and transaction information;
• correspondence sent through email, telephone, website forms, our chat assistant or LiveChat;
• logos, artwork, photographs, files and production instructions that you upload or send to us;
• job requirements, including dimensions, fabric, garment placement, machine type, file format, delivery requirements and notes;
• information contained in your customer portal account and order history;
• your IP address, user-agent, browser/device information, submission time and basic security information;
• website usage and analytics information where you have consented to non-essential analytics technologies; and
• information supplied by a colleague, employer, customer or other authorised contact in connection with a quote, account or order.

Please avoid including unnecessary personal information in artwork or files sent to us.

3. How we collect information

We collect personal information when you:

• create or use a customer account;
• request a quote or place an order;
• upload artwork or production files;
• contact us by email, telephone, website form, chat assistant or LiveChat;
• respond to a quotation, proof, invoice or support request; or
• browse our website and consent to optional analytics.

We may also receive business contact and job information from your employer, colleague, customer or another person authorised to act for your organisation.

4. How and why we use information

We use personal information to:

• respond to enquiries and take steps requested before entering into a contract;
• prepare and provide quotations, mock-ups and production advice;
• create, test, revise and deliver digitizing and artwork files;
• administer accounts, orders, invoices and payments;
• provide customer service and technical support;
• verify account ownership and protect files and order information;
• detect spam, misuse, repeated submissions and security threats;
• operate rate limits, security flags and blocklists;
• display selected completed work as an example of our services where permitted by our Terms and the relevant rights holder;
• maintain business, accounting and tax records;
• establish, exercise or defend legal claims;
• improve our website and services using consented analytics; and
• comply with legal and regulatory obligations.

If you start an enquiry through our website chat assistant and provide a valid email address, the information entered up to that point may be sent to our support team even if you leave before completing the enquiry. This allows us to follow up on the request. If you leave before providing a valid email address, the website is designed not to send a partial enquiry.

5. Our lawful bases

We rely on one or more of the following lawful bases:

• Contract and pre-contract steps: where processing is necessary to provide a quote, set up an account, fulfil an order, deliver files or provide related support.
• Legitimate interests: where necessary to operate and improve our business, respond to business enquiries, provide customer service, protect accounts and files, prevent misuse, maintain appropriate records and establish or defend legal claims. We consider the impact on individuals before relying on this basis.
• Legal obligation: where we must keep or use information to comply with tax, accounting, court, regulatory or other legal requirements.
• Consent: where required for non-essential cookies, analytics or another optional use. You may withdraw consent at any time.

We do not carry out solely automated decision-making that produces legal or similarly significant effects on individuals.

Where our Terms permit us to display selected completed work as an example of our services, we take reasonable steps not to publish private personal information, confidential material, work covered by a non-disclosure agreement or work that the customer has instructed us not to display. A customer may withdraw permission for future display by contacting support@netdigitizing.co.uk.

6. Chat services

Our website includes:

• a Net Digitizing chat assistant used to answer common questions and collect enquiries; and
• LiveChat, a separate live-chat service provided by LiveChat Software S.A.

Chat transcripts and the contact and job information entered into these services may be processed and sent to our team so that we can respond. LiveChat Software S.A. processes information on our behalf in accordance with its service and data-processing terms.

Do not enter passwords, payment-card details or unnecessary sensitive personal information into either chat service.

7. Cookies and analytics

Our website uses technologies that are necessary for security, navigation and the operation of requested features.

We also use Google Analytics to understand how visitors use the website. Google Analytics may process information such as pages viewed, approximate location derived from network information, device/browser information and online identifiers.

Non-essential analytics technologies must not be activated unless you have given consent through our cookie controls. You can reject non-essential technologies and change or withdraw your choice through the cookie settings made available on the website.

Further details of the technologies in use, their purposes and duration should be provided through the website’s cookie settings or cookie notice.

8. Who we share information with

Where necessary, we may share information with service providers that help us operate our business, including:

• Google, for business email and consented website analytics;
• Vercel, for website hosting and related infrastructure;
• LiveChat Software S.A., for live chat;
• Slack, for internal support and operational alerts;
• providers of our customer portal, production, file-storage, backup, email-delivery, accounting and payment systems;
• professional advisers, including accountants, insurers and legal advisers;
• debt-recovery providers where an undisputed business debt remains unpaid;
• law-enforcement, courts, regulators or public authorities where disclosure is required or permitted by law; and
• another organisation where necessary for a business sale, restructuring or transfer, subject to appropriate safeguards.

We require service providers to protect personal information and use it only for the services they provide to us.

Physical badge and patch services offered through EmbroideryBadge.uk operate through a separate service and account. If you choose to use that service, you should review the privacy information provided for it.

9. International transfers

Some service providers may process information outside the United Kingdom.

Where UK data protection law treats this as a restricted international transfer, we use an applicable lawful transfer mechanism. Depending on the provider and destination, this may include UK adequacy regulations, the UK Extension to the EU–US Data Privacy Framework, the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses.

You may contact us for further information about the safeguards relevant to your information.

10. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including customer service, security, accounting and legal requirements.

In general:

• quote and enquiry information that does not become an order is retained only for as long as reasonably necessary to respond, follow up and maintain appropriate business and security records;
• account and order information is retained while an account remains active and afterwards for the period needed to meet accounting, tax, contractual and legal requirements;
• invoices and relevant financial records are normally retained for six years;
• designs and completed production files may remain available through our systems for up to three years as a customer convenience, but customers should retain their own copies;
• security records, including IP addresses and user-agent information, are retained only for as long as needed for fraud, spam, misuse and service-security purposes; and
• consent records are retained for as long as needed to demonstrate and administer your cookie or privacy choices.

Retention may be extended where information is needed for an active dispute, legal claim, investigation or legal obligation. Information may be deleted or anonymised sooner where it is no longer required.

11. Security

We use reasonable technical and organisational measures designed to protect personal information and customer files against unauthorised access, alteration, loss or disclosure.

Order and account information is normally handled through the registered account email or customer portal. Requests involving another email address are subject to appropriate verification.

No online service can guarantee absolute security. Customers are responsible for keeping portal credentials secure and for retaining their own copies of delivered production files.

12. Your rights and our complaints procedure

Depending on the circumstances and lawful basis, you may have the right to:

• request access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase information;
• ask us to restrict how information is used;
• object to processing based on legitimate interests;
• receive certain information in a portable format; and
• withdraw consent at any time, where processing is based on consent.

These rights are not absolute, and legal exceptions may apply. To exercise a right, email support@netdigitizing.co.uk. We may need to verify your identity before responding. We will normally respond within one month, subject to any lawful extension.

Formal Data Protection Complaints Procedure. If you have a concern or complaint about how we collect, use, or store your personal data, we ask that you follow our internal complaints procedure first so we can put things right:

1. Submit your complaint: email support@netdigitizing.co.uk with the subject line "Data Protection Complaint." Include your account details and a clear description of your concern.
2. Our acknowledgment: we will acknowledge receipt of your complaint in writing within 3 working days.
3. Our investigation and response: we will thoroughly investigate your concern and provide a formal, substantive response within 30 days. If the matter is complex and requires more time, we will notify you within the initial 30 days and keep you updated.

Escalation to the ICO. If you have completed our internal complaints procedure and remain dissatisfied with our response, you have the right to escalate your complaint to the Information Commissioner’s Office (ICO). The ICO generally expects you to have completed our internal process before it will investigate.

You can contact the ICO at https://ico.org.uk/make-a-complaint/ or by using the contact information published at https://ico.org.uk.

13. Required information

We need certain contact, artwork and job information to provide a quote, create an account or fulfil an order. If required information is not supplied, we may be unable to quote for, accept or complete the requested service.

14. Marketing

We do not sell personal information or use it for third-party advertising.

We will not send direct marketing unless we have a lawful basis to do so and provide an appropriate way to opt out. Service messages concerning an enquiry, quote, order, account or invoice are not marketing.

15. Changes to this policy

We may update this policy to reflect changes to our services, systems or legal obligations. The latest version will be published on this page with an updated date. Where a change materially affects how we use existing personal information, we will take reasonable steps to bring it to the attention of affected individuals.