COMMUNICATIONS POLICY

for thesoftstep.com

Last updated: 02 November 2025

1. About this policy

This Communications Policy explains how Incubated ltd, trading as The SoftStep (“we”, “us”, “our”) may contact you after you interact with our website thesoftstep.com (the “Website”), including when you submit any forms or provide your contact details.

By submitting your details through the Website, you acknowledge and agree to the practices described in this policy.

2. How we may contact you

If you provide your contact details to us (including through forms, account registration, downloads, bookings, or enquiries), we may contact you using:

  • Email
  • Telephone calls
  • SMS or messaging services (e.g. WhatsApp, where applicable)
  • Other reasonable communication methods based on the information you provide

This may include contacting you directly by phone.

3. When we may contact you

We may contact you where:

  • You have submitted a form or enquiry on our Website
  • You have requested information, a callback, or support
  • You have signed up for a service, account, or offer
  • We need to respond to or follow up on your interaction
  • We believe it is relevant to your enquiry or interest in our services

This may include contacting you to discuss your enquiry, provide further information, or offer relevant services.

4. Marketing communications

Where permitted by law, we may use your contact details to send you:

  • Updates about our services
  • Offers, promotions, or content we believe may interest you
  • Follow-ups related to your previous interactions with us

Where required, we will obtain your consent before sending marketing communications.

You can opt out at any time (see section 6).

5. Lawful basis for communications

We may contact you based on:

  • Consent – where you have given clear permission (e.g. ticking a box or submitting a form)
  • Legitimate interests – where you have made an enquiry or engaged with us and it is reasonable to follow up
  • Contract – where communication is necessary to provide a service you requested

6. Your choices and opt-out rights

You have the right to control how we contact you.

You can:

  • Unsubscribe from marketing emails using the link provided
  • Request that we stop contacting you at any time
  • Ask us not to call or message you

To opt out, contact us at: [email protected]

We will process your request within a reasonable timeframe.

7. Call recording and monitoring

We may monitor or record phone calls for:

  • Training and quality assurance
  • Customer service improvement
  • Compliance and security purposes

You will be informed where recording takes place, where required by law.

8. Third-party communication services

We may use trusted third-party providers to help us manage communications (e.g. email platforms, CRM systems, telephony providers).

These providers process your data on our behalf and are required to do so securely and in accordance with data protection laws.

9. Responsible use of contact information

We will not:

  • Sell your personal contact details to third parties for their own marketing
  • Contact you in a way that is excessive, intrusive, or not relevant to your interaction with us

We aim to ensure all communications are reasonable and proportionate.

10. Changes to this policy

We may update this Communications Policy from time to time. When we do, we will update the “Last updated” date at the top of this page.

11. Contact

If you have any questions about this policy or our communications, please contact:

Email: [email protected]

PRIVACY POLICY

for thesoftstep.com

Last updated: 22 November 2025

1. About this Privacy Policy

1.1. This Privacy Policy explains how Incubated ltd, trading as The SoftStep (“we”, “us”, “our”), collects, uses, stores and protects your personal data when you use thesoftstep.com, interact with us, or purchase our products or services.

1.2. We are committed to safeguarding your privacy and complying with all relevant data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1.3. By using our Website or providing your information, you agree to the terms of this Privacy Policy. If you do not agree, you should stop using the Website immediately.

2. Who we are

  • Business name: The SoftStep (a trading name of Incubated ltd)

  • Company number: 11928696

  • Registered office:
    Sunningdale Trading Estate,
    Unit 3 Dixon Cl,
    Lincoln, England, LN6 7UB

  • Email: [email protected]

  • Telephone: 020 8050 0204

For the purposes of data protection laws, we are the ‘Data Controller’.

3. What personal data we collect

We may collect and process the following categories of personal data:

3.1. Information you provide directly

  • Name

  • Email address

  • Telephone number

  • Billing address and delivery address

  • Payment details (processed by secure third-party payment processors – we do not store full card information)

  • Account login details (if applicable)

  • Any messages or correspondence sent to us

  • Information submitted when returning goods or making a complaint

3.2. Information collected automatically

When you use our Website, we may automatically collect:

  • IP address and location (approximate)

  • Device and browser type

  • Pages viewed and browsing actions

  • Website interaction data

  • Cookie and tracking information (see our Cookie Policy)

3.3. Information from third parties

We may receive information from:

  • Payment processors (e.g., Stripe, PayPal)

  • Delivery partners

  • Email marketing providers

  • Environmental partners (for tree-planting or similar initiatives)

We only receive information necessary to deliver our services.

4. How we use your personal data

We will only use your personal data when legally allowed. The purposes include:

4.1. To process orders and deliver products

  • Managing payments

  • Fulfilling orders

  • Arranging deliveries

  • Handling returns and refunds

Legal basis: Contractual necessity.

4.2. To provide customer support

  • Responding to enquiries

  • Resolving complaints

  • Managing account requests

Legal basis: Contractual necessity / Legitimate interests.

4.3. For marketing (only with your consent where required)

  • Sending newsletters

  • Notifying you of promotions or new products

  • Providing relevant updates

Legal basis: Consent (you may withdraw at any time).

4.4. To improve our Website and services

  • Analysing how users browse the Website

  • Monitoring performance

  • Testing and developing new features

Legal basis: Legitimate interests.

4.5. To meet legal obligations

  • Complying with tax, accounting and regulatory requirements

  • Preventing fraud

Legal basis: Legal obligation.

5. Sharing your personal data

We never sell your personal data.

We may share personal data with:

5.1. Service providers

  • Payment processors

  • Warehouse and fulfilment partners

  • Delivery couriers

  • IT hosting and support providers

  • Email marketing platforms

These providers must follow strict data protection rules and may only use your data for the specific service we contract them to provide.

5.2. Legal or regulatory authorities

Where required by law or necessary to protect our legal rights.

5.3. Environmental partners

If you take part in a “plant a tree” or similar initiative, your name or order reference may be shared with the responsible partner to register your purchase.

6. International transfers

If we transfer your personal data outside the UK (for example, if a service provider stores data overseas), we will ensure appropriate safeguards are in place, such as:

  • UK GDPR adequacy decisions, or

  • Standard Contractual Clauses (SCCs), or

  • Equivalent protection measures.

You can request details of these safeguards by contacting us.

7. Data retention — how long we keep your data

We retain your data only for as long as necessary for the purposes described in this Policy.

Typical retention periods include:

  • Order records: 6 years (legal requirement)

  • Marketing data: until you withdraw consent

  • Account data: while the account remains active

  • Customer service messages: up to 3 years

  • Website analytics data: typically 26 months or less

After these periods, data is securely deleted or anonymised.

8. Your rights under UK GDPR

You have the following rights:

8.1. Right to access

Request copies of the personal data we hold about you.

8.2. Right to rectification

Request correction of inaccurate or incomplete information.

8.3. Right to erasure

Request deletion of your data (“right to be forgotten”), where applicable.

8.4. Right to restrict processing

Ask us to limit how we use your data.

8.5. Right to object

Object to certain types of processing, including direct marketing.

8.6. Right to data portability

Request a copy of your data in a transferable format.

8.7. Rights related to automated decision-making

We do not carry out automated decision-making that has legal or significant effects.

To exercise any rights, contact us at: [email protected]

9. Marketing communications

9.1. We will only send marketing emails or messages if:

  • you have given your consent, or

  • you are an existing customer and the message relates to similar products or services.

9.2. You may unsubscribe at any time using:

  • the “unsubscribe” link in emails, or

  • by emailing us directly.

10. Cookies and tracking technologies

10.1. We use cookies and similar technologies to:

  • enable essential Website functions

  • analyse Website performance

  • improve user experience

  • personalise content

  • deliver targeted advertising (where consented)

10.2. For full details, please see our separate Cookie Policy.

11. How we protect your data

We take security seriously and use a range of measures, including:

  • SSL encryption

  • Restricted access and authentication controls

  • Secure servers and firewalls

  • Staff training

  • Regular security reviews

While we take all reasonable steps to protect your data, no method of transmission over the internet is 100% secure.

12. Third-party links

Our Website may contain links to third-party websites. Clicking those links may allow third parties to collect or share data about you.

We do not control and are not responsible for the privacy practices of third-party websites.

13. Children’s privacy

Our Website is not intended for children under 18. We do not knowingly collect data relating to minors.

14. Changes to this Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our Website, and the date at the top will indicate when it was last updated.

15. How to contact us

If you have any questions about this Privacy Policy, or wish to exercise your data rights, please contact:

Email: [email protected]
Telephone: 020 8050 0204
Address:
The SoftStep,
Sunningdale Trading Estate, Unit 3 Dixon Cl,
Lincoln, LN6 7UB, England

16. Right to complain

If you are unhappy with how we handle your personal data, please contact us first. We will do our best to resolve your concern.

You also have the right to lodge a complaint with the:

Information Commissioner’s Office (ICO)
Website: www.ico.org.uk(opens in new tab)
Telephone: 0303 123 1113