Privacy Policy
Last updated: November 2026
Privacy Policy
We at AUDIOCARE are committed to respecting and protecting your online privacy.
This includes your need and your right to know what we do with the personal information you share with us. It also guides our company’s policies regarding the management of this data, including how information is collected, processed and used.
In this Privacy Policy, “AUDIOCARE”, “we”, “us” and “our” refer to Opticare Solutions Limited, trading as Opticare Opticians & Audiocare Hearing. “Our Site” refers to our website at https://audiocare.co.uk.
By using our Site, you acknowledge that you have read this Privacy Policy, which explains how AUDIOCARE collects, uses and protects your personal information.
We are committed to using the personal data you provide only in ways that are compatible with this Privacy Policy and applicable data protection legislation.
Who We Are
AUDIOCARE is the trading name of Opticare Solutions Limited, which is the data controller responsible for your personal information.
Our contact details are:
Email: info@audiocare.co.uk
Website: https://audiocare.co.uk
Postal address: [FULL BUSINESS POSTAL ADDRESS]
The Collection of Information
Every time you visit our Site, certain technical information may be collected automatically, including your IP (Internet Protocol) address, browser type, device information and details about how you interact with our website.
This information helps us monitor website traffic, understand how visitors use our Site, maintain website security and improve our services.
We do not use this information to obtain personal details such as your email address without your knowledge or interaction.
We may also collect personal information when you voluntarily provide it through contact forms, enquiry forms, booking facilities, email communications or our website chat feature.
Depending on how you interact with us, this may include your name, email address, telephone number and details of your enquiry.
Information Collected Through Website Chat
When you use the chat feature on our Site, we collect information you choose to provide during the conversation. This may include:
Your name and contact details, including email address and telephone number.
Messages and information you submit during the conversation.
Details about your enquiry and the services you are interested in.
Technical information, such as your IP address, browser and device information.
Information about the pages you visit and your interactions with the chat feature.
We refer to this information collectively as “Chat Information”.
Please do not include sensitive personal information in chat messages, including medical histories, hearing test results, symptoms, financial details or other health-related information.
The chat feature is intended for general enquiries and assistance, rather than the collection of medical information or the provision of medical advice.
How We Use Your Information
We use personal information collected through our Site for the following purposes:
To respond to enquiries and requests for information.
To provide information about our hearing care services and appointments.
To manage bookings and communicate with customers.
To pass enquiries to the relevant members of our team.
To follow up on enquiries where appropriate.
To operate, maintain and improve our website and services.
To monitor website performance and understand how visitors interact with our Site.
To maintain website security and prevent misuse.
Where we process personal information to respond to enquiries, our lawful basis will generally be our legitimate interests in communicating with prospective and existing customers. Where you ask us to take steps before entering into a contract or arranging a service, we may also rely on the steps necessary to fulfil your request.
Where we use personal information for analytics, marketing or other purposes, we will rely on the appropriate lawful basis, including consent where required.
If you provide your telephone number or email address through our chat feature, we may use these details to follow up on your specific enquiry.
We only send marketing communications by email or text message where you have provided consent or where applicable law otherwise permits us to do so. Marketing communications will include information about how you can opt out.
Automated Chat and Artificial Intelligence
The chat feature on our Site is powered by artificial intelligence (AI). This means you may be communicating with an automated assistant rather than a human member of the AUDIOCARE team.
The assistant is designed to answer general questions, provide information about our services and help direct enquiries to the appropriate members of our team.
A member of our team may review chat conversations and contact you to follow up on your enquiry.
AI-generated responses may occasionally be inaccurate or incomplete and should not be treated as medical advice, professional advice or a substitute for speaking with a qualified healthcare professional.
The automated assistant does not make decisions that produce legal or similarly significant effects on you.
You can request to speak to a member of our team at any time by emailing info@audiocare.co.uk.
How AI Processes Your Information
To generate responses and operate the chat service, your messages and relevant information are processed through HighLevel, our website chat and customer communication platform provider, and its associated AI service providers.
HighLevel states in its Privacy Policy that it does not use personal information processed through its AI features to train generalised public AI models. Its AI subprocessors are instructed to use information to provide the relevant services.
Further information about HighLevel’s privacy practices is available at:
https://www.gohighlevel.com/privacy-policy
Cookies
We use cookies and similar technologies on our Site to support website functionality, understand how visitors use our services and improve your browsing experience.
Cookies are small files stored on your device when you visit a website. Some are necessary for the website to operate, while others may be used for analytics, advertising or additional functionality.
We use different types of cookies and similar technologies depending on the services and features enabled on our Site.
If you would like more information about cookies and how to manage them, you can visit https://www.aboutcookies.org.
How We Use Cookies
Cookies and similar technologies may be used for a variety of purposes, including:
Essential website functionality and security.
Remembering preferences and settings.
Supporting forms and website interactions.
Understanding website traffic and visitor behaviour.
Measuring the performance of our website and marketing activities.
Supporting third-party integrations and services.
Non-essential cookies and similar technologies will only be used where the required consent has been obtained.
Disabling Cookies
You can manage or withdraw your cookie preferences through the cookie consent options available on our Site.
You can also prevent or delete cookies by adjusting your browser settings. However, disabling certain cookies may affect the functionality of our Site and some of the services available through it.
Please be aware that withdrawing consent does not necessarily delete information already collected through cookies or other technologies.
The Cookies and Technologies We Use
The following categories describe the types of cookies and technologies that may be used on our Site:
Forms and enquiry-related technologies
When you submit information through forms, including contact and enquiry forms, certain technologies may be used to support the submission process and remember information where necessary.
Site preference technologies
We may use cookies or similar technologies to remember your preferences and settings to provide a more consistent browsing experience.
Analytics technologies
We may use Google Analytics to understand how visitors use our Site, including which pages they visit, how long they spend on the website and how they interact with its content.
This information helps us evaluate website performance and improve the experience we provide.
For further information about Google Analytics, please visit Google’s official documentation:
https://support.google.com/analytics/
Social media and advertising technologies
Our Site may include social media features, advertising tools and third-party integrations, including services provided by platforms such as Facebook and Instagram.
Where enabled, these services may use cookies or similar technologies to measure advertising performance, understand visitor interactions or support social media functionality.
These services operate under their own respective privacy policies.
Website Chat Technologies
Our website chat feature is provided through HighLevel. The chat widget may use cookies or similar technologies, including local storage on your device, to support the chat experience, remember conversation information and allow a conversation to continue if you refresh the page or return later.
The use of non-essential cookies and similar technologies will be subject to the applicable consent requirements.
Sharing Your Information
We do not sell your personal information to third parties.
However, we may share personal information with trusted third-party service providers where necessary to operate our website, manage enquiries, provide our services and communicate with you.
These providers may process personal information on our behalf and are expected to handle it in accordance with applicable data protection requirements.
HighLevel
We use HighLevel to provide our website chat feature, manage enquiries, maintain customer contact records and support related communications and follow-ups.
HighLevel may process personal information, including Chat Information, through its platform and associated service providers, including hosting, infrastructure and AI providers.
Further information about HighLevel’s service providers and subprocessors is available at:
https://www.gohighlevel.com/sub-processors
HighLevel’s Privacy Policy is available at:
https://www.gohighlevel.com/privacy-policy
Other Third Parties
Depending on the services and integrations enabled on our Site, personal information may also be processed by providers supporting website hosting, analytics, advertising, communications, booking facilities and other website functionality.
We only share information where necessary for the relevant purpose or where otherwise permitted or required by law.
We may also disclose personal information where required to comply with legal obligations, respond to lawful requests or protect our rights and the security of our services.
International Data Transfers
Some of our third-party service providers operate internationally. This includes HighLevel, which is headquartered in the United States and uses affiliated companies and other service providers in different countries, including India.
As a result, personal information collected through our Site and chat feature may be processed or transferred outside the United Kingdom.
HighLevel states that it participates in the EU-US Data Privacy Framework and the UK Extension to the EU-US Data Privacy Framework for relevant transfers. Its Data Processing Addendum also incorporates appropriate international data transfer arrangements, including the UK International Data Transfer Addendum where applicable.
Where personal information is transferred internationally, the relevant service providers are required to use appropriate safeguards in accordance with applicable data protection legislation.
Further information about these arrangements can be found in HighLevel’s Data Processing Addendum:
https://www.gohighlevel.com/data-processing-agreement
Data Security
AUDIOCARE takes appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
We use HighLevel to manage website chat, enquiries and related communications. HighLevel maintains a range of security measures designed to protect customer information, including:
Encryption of personal information in transit using TLS 1.2 or higher and encryption at rest using AES-256.
Hosting infrastructure provided through Google Cloud Platform.
Two-factor authentication, user permissions and access controls to restrict access to personal information.
Audit logs and security monitoring of account activity.
Distributed denial-of-service (DDoS) mitigation and Web Application Firewall protection.
Regular vulnerability scanning and independent third-party penetration testing.
Employee background checks and ongoing security training.
Vendor risk management and procedures governing access to customer information.
HighLevel has achieved SOC 2 Type II certification, covering security, confidentiality and availability.
Further information about HighLevel’s security practices is available at:
https://www.gohighlevel.com/privacy-and-security
While appropriate safeguards are maintained, no method of electronic storage or transmission can be guaranteed to be completely secure.
Your Rights
Under applicable data protection legislation, you have rights concerning the personal information we hold about you.
These may include:
Right of access: You can request a copy of the personal information we hold about you.
Right to rectification: You can ask us to correct inaccurate or incomplete personal information.
Right to erasure: You can request that we delete your personal information where applicable.
Right to restrict processing: You can ask us to restrict how we use your information in certain circumstances.
Right to object: You can object to certain types of processing, including processing based on legitimate interests and direct marketing.
Right to data portability: Where applicable, you can request your personal information in a structured, commonly used and machine-readable format.
Right to withdraw consent: Where we rely on your consent, you can withdraw it at any time. This will not affect processing carried out before your consent was withdrawn.
You can also request human assistance if you are unhappy with a response provided by our automated chat assistant.
If you would like to exercise any of these rights or have questions about how we handle your personal information, please contact us at:
We aim to respond to privacy-related enquiries promptly. Requests to exercise your data protection rights will generally be handled within one month, subject to applicable legal requirements and any permitted extensions.
You also have the right to raise a complaint with the Information Commissioner’s Office (ICO) if you believe your personal information has been handled improperly.
Further information is available at:
https://ico.org.uk/make-a-complaint/
Data Retention
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, including responding to enquiries, providing services, maintaining business records and meeting legal or regulatory obligations.
Chat transcripts and related contact details are intended to be retained for up to 12 months after your last interaction with us, unless we need to retain them for longer to resolve a dispute, meet a legal requirement or fulfil another legitimate business purpose.
Different types of information, including booking records, customer records and financial information, may be retained for different periods where required.
When personal information is no longer required, we will take appropriate steps to securely delete or anonymise it, subject to applicable legal requirements and any relevant backup retention arrangements.
More Information
We hope this Privacy Policy has clarified how AUDIOCARE collects, uses and protects your personal information.
If you have any questions about this policy, how your information is handled or would like to exercise your data protection rights, you can contact us through one of our preferred contact methods:
Email: info@audiocare.co.uk
Website: https://audiocare.co.uk
Postal address: [FULL BUSINESS POSTAL ADDRESS]