1. Who we are

Keyboard World is a trading name of Third Eye Lab Ltd, a company registered in England and Wales under company number 16946547. Third Eye Lab Ltd is the controller of the personal information described in this policy.

Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

Trading and contact address: 39 Brascote Road, Hinckley, Leicestershire, LE10 0YE.

Email: paul@keyboardworld.co.uk

Telephone: 07703 741325

Website: www.keyboardworld.co.uk

2. What this policy covers

This policy explains how we collect and use personal information when you visit our website, contact us, join our mailing list, receive the Keyboard World magazine, place an order, download a product, attend a course or webinar, join a club or membership, watch paid or private content, or otherwise interact with Keyboard World.

It does not govern a third-party retailer or service acting as a separate controller. For example, if you follow an affiliate link and buy directly from another retailer, that retailer's privacy policy applies to its handling of your information.

3. Personal information we collect

Depending on how you interact with us, we may collect:

identity and contact information, including your name, email address, postal address and telephone number;

order and account information, including products purchased, order number, membership, downloads and access history;

payment and transaction information, although payment-card details are normally processed by our payment provider and are not stored by us in full;

correspondence, enquiries, support requests, complaints and survey responses;

course and event information, including attendance, questions, chat messages and musical interests;

audio, video, display name or profile image where you participate in a session that is recorded or use an interactive platform;

marketing preferences and records of consent, unsubscribe requests or objections;

technical and usage information, including IP address, device, browser, operating system, approximate location, referring page, pages viewed and cookie identifiers; and

information you choose to provide about your keyboard, experience, musical preferences or support needs.

We do not intentionally request special-category data such as health, biometric, religious or political information. Please avoid including unnecessary sensitive personal information in open chat, contact forms or support messages.

4. How we obtain personal information

We obtain information directly from you when you complete a form, subscribe, contact us, create an account, make a purchase, join a course or session, or communicate with us.

We may also receive information from:

our website, ecommerce, payment, email, analytics and video-platform providers;

an event, course or business partner where you have been told that your details will be shared with us;

a third-party retailer in connection with an enquiry or referral, where lawful; and

publicly available sources, for example if you contact us through a public social-media page.

5. Why we use your information and our lawful bases

We use personal information only where we have a valid lawful basis. The basis depends on the purpose and circumstances.

5.1 Orders, downloads, memberships and paid services

We use your information to take payment, confirm and fulfil orders, provide downloads and access, administer courses, memberships and livestreams, send service messages and provide support. The lawful basis is normally performance of a contract or taking steps at your request before entering into a contract.

5.2 Customer service and business administration

We use information to answer enquiries, resolve technical problems, handle complaints, prevent misuse, secure our services, maintain business records and improve our products. The lawful basis is normally our legitimate interests in operating and protecting Keyboard World, or performance of a contract where the activity relates to your order.

5.3 Legal and financial obligations

We keep and use information where necessary for accounting, taxation, fraud prevention, regulatory compliance, legal claims and responding to lawful requests. The lawful basis is compliance with a legal obligation and, where relevant, our legitimate interests in establishing or defending legal rights.

5.4 Magazine, newsletters and marketing

We use your email address to send the Keyboard World magazine, product news, offers, webinars and other marketing where you have consented or where another lawful marketing permission applies. You can unsubscribe at any time using the link in an email or by contacting us. Withdrawing consent does not affect processing that was lawful before withdrawal.

5.5 Website measurement and cookies

We use cookies and similar technologies to operate the website, remember choices, understand performance and, where used, measure campaigns or personalise content. The lawful basis and consent requirements depend on the technology and purpose. Further information is in our Cookie Policy.

5.6 Recordings

Where a live lesson, webinar or catch-up session is recorded, we use the recording to provide the promised replay, teaching service or internal quality review. The lawful basis may be performance of a contract or our legitimate interests, depending on the context. We will give advance notice. We will seek any additional consent required for a materially different use, such as using an identifiable participant in promotional material.

6. Legitimate interests

Where we rely on legitimate interests, those interests may include running and improving our business, supporting customers, securing accounts and content, preventing fraud and unauthorised sharing, understanding use of our services, and promoting relevant Keyboard World products to existing customers where permitted.

We consider the likely impact on you and do not rely on legitimate interests where your rights and interests override ours. You may object to processing based on legitimate interests as explained below.

7. Who we share information with

We may share relevant information with trusted organisations that help us provide our services, including:

website, ecommerce and hosting providers, including Wix where used;

payment processors and financial institutions offered at checkout;

email-delivery, customer-management and mailing-list providers;

video, webinar and meeting platforms such as YouTube, Zoom or similar services;

cloud-storage, file-delivery, IT support, security and analytics providers;

professional advisers, including accountants, insurers, lawyers and auditors;

tutors, presenters, contractors and production partners who need information to deliver the service;

delivery companies where we sell physical goods; and

regulators, courts, law-enforcement bodies or other parties where disclosure is required or permitted by law.

Our service providers may use personal information only for the agreed services and subject to appropriate contractual and security requirements. Some third parties, such as payment providers, social-media platforms and affiliate retailers, may act as separate controllers under their own privacy policies.

We do not sell your personal information.

8. Affiliate links and external websites

Our website may contain affiliate links and links to other websites. Clicking a link may allow the destination site and its partners to collect information, set cookies or record that the visit came from Keyboard World. We do not control the privacy practices of independent websites. Please read their privacy and cookie information before providing personal data.

9. International transfers

Some providers may process personal information outside the United Kingdom. Where this involves a restricted international transfer, we will use an approved safeguard or another lawful transfer mechanism, such as UK adequacy regulations, the UK International Data Transfer Agreement, or the UK Addendum to approved contractual clauses, as applicable.

You may contact us for more 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 collected, including legal, accounting and dispute requirements. Our usual starting points are:

enquiry and general correspondence: up to two years after the last meaningful contact;

order, payment and accounting records: normally six years after the relevant financial year or transaction;

customer-support records: normally up to two years after the issue is closed, or longer where needed for a continuing product or legal claim;

course, membership and attendance records: normally up to two years after access or participation ends;

marketing records: until you unsubscribe or object, followed by retention of a minimal suppression record so that we respect your choice;

cookie and website-log information: according to the cookie duration or operational retention period stated in our Cookie Policy and systems; and

session recordings: for the access period stated to participants, or for as long as reasonably necessary to provide the relevant service. Recordings retained as part of a permanent course or product will be reviewed periodically.

These are working retention periods and may be shortened or extended where the nature of the information, a legal duty, a complaint, fraud prevention or a legal claim reasonably requires it.

11. Security

We use reasonable technical and organisational measures to protect personal information against unauthorised access, loss, alteration or disclosure. These measures may include restricted access, passwords, platform security controls, backups, software updates and appropriate provider contracts.

No internet or email system is completely secure. You are responsible for keeping account credentials, download links and private video links confidential and for contacting us promptly if you suspect unauthorised access.

12. Your data-protection rights

Depending on the circumstances, you may have the right to:

ask for a copy of 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 or to direct marketing;

receive certain information in a portable format and transmit it to another organisation;

withdraw consent at any time where processing relies on consent; and

complain to a supervisory authority.

These rights are not absolute and exemptions may apply. We may ask for information needed to verify your identity. We will normally respond within one month, although the law permits an extension for complex or multiple requests.

To exercise a right, contact paul@keyboardworld.co.uk.

13. Marketing choices

You can stop marketing emails by selecting the unsubscribe link in an email or contacting us. We may still send non-marketing messages needed to fulfil an order, provide access, administer a membership or respond to you.

If you opt out, we may retain your email address on a suppression list to ensure that we do not add it back to marketing unintentionally.

14. Children

Orders must be placed by an adult. Our teaching content may be used by younger players under appropriate adult supervision, but our website and shop are not designed to collect personal information directly from children without the involvement of a parent or guardian.

If you believe that a child has provided personal information to us inappropriately, contact us so that we can investigate and take suitable action.

15. Automated decision-making

We do not currently make decisions that produce legal or similarly significant effects about customers solely by automated means. If this changes, we will provide the information and safeguards required by law.

16. Complaints

Please contact us first if you have a privacy concern so that we can try to resolve it.

You may also complain to the Information Commissioner's Office:

website: www.ico.org.uk;

telephone: 0303 123 1113; or

address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

17. Changes to this policy

We will review this policy regularly and update it when our practices, providers or legal obligations change. The latest version will be published on our website with its revision date. Where a change materially affects how we use existing personal information, we will bring it to your attention where required.

18. Contact us

For questions or requests about this policy or your personal information, contact:

Third Eye Lab Ltd trading as Keyboard World

39 Brascote Road, Hinckley, Leicestershire, LE10 0YE

paul@keyboardworld.co.uk | 07703 741325