Privacy Policy

Your privacy matters. We handle your data carefully, transparently, and in line with UK data protection laws.

Aura Online Ltd (“Lockandkey.co.uk”, “us”, “we”, or “our”) is committed to respecting your privacy and complying with applicable data protection and privacy laws.

You can browse our website without disclosing any personally identifiable information. However, we may use cookies and collect non-personal data about your browsing activity (see our Cookie Policy for more details).

If you provide personal information-for example, when ordering products or submitting an enquiry-we’ll only use it to support your relationship with Lockandkey.co.uk.

1. Personal Information Collection

We collect and use your personal information with your knowledge and consent-typically when you order products, make enquiries, register for services, request information, or respond to our communications.

We may also collect your details when you request a quote, where it’s within our legitimate interests to contact you about a potential sale.

The personal information we collect may include your name, postal address, email, and phone number. We do not store credit or debit card data beyond manual till receipts for audit purposes.

If you choose to share information with us, we’ll only use it for the purpose stated at the time of collection, and in line with your preferences.

2. Non-Personal Identifying Information

We may collect non-personal information about your visit-such as pages viewed or products browsed-to improve our website and services. This helps us tailor your future experience and develop better products.

If you’ve consented, we may request feedback through Google Customer Reviews, Trustpilot, or similar platforms regarding your order experience.

3. How We Use Your Information

Your information may be used to process orders, manage accounts, deliver products and services, respond to enquiries, verify identity, or administer payments and debt recovery.

We do not send marketing or promotional emails. The only communications we send are directly related to your order or service request.

On eligible checkout confirmation pages, we may share your order reference, email address, delivery country, and estimated delivery date with Google Customer Reviews so Google can ask whether you would like to receive a review survey.

4. Disclosure to Third Parties

We only share your data where necessary to fulfil your order. For example:

  • Delivery information shared with Royal Mail or courier partners
  • Payment details validated through secure card processors

We may also disclose data when legally required (e.g., by court order). Lockandkey.co.uk does not sell or share your data for marketing purposes.

5. Social Media, Blogs, and Reviews

Any comments or posts made on social media or review platforms are subject to the terms of those platforms. Content may be publicly visible. We are not responsible for third-party platform policies or data handling.

Please ensure that your comments are not offensive, defamatory, or in breach of applicable acceptable use policies.

6. Data Retention

We only keep personal data for as long as necessary to fulfil the purpose for which it was collected. Typically, we retain data while you are a customer and for a reasonable period afterward to assist with repeat orders or legal obligations.

After that, data is deleted unless required for audit or legal reasons.

7. Access to Your Information

You may request details of any personal information we hold about you by writing to:

Data Protection Officer
Lock and Key
Unit 20 Bridgegate Business Park
Aylesbury, HP19 8XN
sales@lockandkey.co.uk

Please include your name, address, and relevant account details. We’ll take reasonable steps to confirm your identity before releasing information.

8. Information Security

We take data security seriously. Lockandkey.co.uk uses technical and managerial measures to protect your data from loss or unauthorised access, including TLS encryption on our website and payment systems.

However, communications over the internet (such as email) are not always secure. We cannot accept responsibility for any unauthorised access or loss beyond our control.

9. Artificial Intelligence and Automated Processing

We use artificial intelligence (AI) systems in limited ways to assist our staff and improve service quality. These tools may process data to help draft replies to customer enquiries, classify product images, or support key decoding and related operational tasks.

Where possible, personal data is stripped or anonymised before being processed by these systems. Any AI processing is carried out under our legitimate business interests and in compliance with UK data protection law.

We do not use customer data to train public or third-party AI models. Data used for internal AI training is confined to our own systems or trusted providers operating under strict data-processing agreements.

These measures ensure that AI is used responsibly, securely, and with respect for your privacy.

10. Policy Updates

We may update this Privacy Policy from time to time to reflect changes in law or practice. Any updates will be posted on this page. If changes affect how we use your data, we’ll inform you directly where possible.

For questions, please contact the Data Protection Officer at the address above.

11. Monitoring and Recording

We may monitor or record calls, emails, text messages, or other communications in accordance with UK law. This helps maintain quality control, prevent unauthorised use, ensure effective operation, and detect or prevent crime.

Contacting the Information Commissioner

If you have concerns about our data protection practices, you can contact the UK Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House, Water Lane
Wilmslow, Cheshire, SK9 5AF
Phone: 0303 123 1113