Privacy Policy

Onlance Limited

Website: https://onlance.com
Last updated: 6 November 2026

1. Introduction

Onlance Limited (“Onlance”, “we”, “us” or “our”) is committed to protecting your privacy and handling your personal information responsibly, securely and transparently.

This Privacy Policy explains how we collect, use, store, disclose and protect personal data when you visit our website, contact us, enquire about our services, become a customer or otherwise interact with our business.

We provide technology solutions including managed IT support, cloud services, network management, cybersecurity, IT consultancy, integrated technology solutions and related business IT services.

We process personal data in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and applicable Privacy and Electronic Communications Regulations (PECR).

By using our website, you acknowledge that you have been provided with this Privacy Policy. Where consent is legally required, we will request it separately.

2. Who We Are

Onlance Limited is a company registered in England and Wales.

Company details:

Legal name: Onlance Limited
Company registration number: 10739555
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Website: https://onlance.com
General enquiries: info@onlance.com
Data protection enquiries: dataprotection@onlance.com
Telephone: +44 20 4551 3513

Onlance acts as a data controller when we determine why and how personal data is processed, such as information collected through our website or customer enquiries.

When delivering managed IT, cloud administration, technical support or other services on behalf of business customers, we may act as a data processor, processing personal information under the instructions of the relevant customer.

Where we act as a processor, the relevant customer normally remains responsible for determining the purposes and lawful basis of that processing.

3. Personal Information We Collect

Depending on your interaction with Onlance, we may collect the following categories of personal information.

3.1 Information You Provide

Full name and business name
Email address and telephone number
Job title and organisation details
Billing and business contact information
Enquiry and contact form submissions
Service requests and support ticket information
Account registration and authentication information
Information you provide through correspondence, quotations, consultations or customer agreements

3.2 Website and Technical Information

When you visit our website, certain technical information may be collected automatically, including:

IP address
Browser type and version
Device type and operating system
Pages visited and website interactions
Date, time and duration of visits
Referring websites or links
Cookie preferences and related technical identifiers
Website access and security logs

Some of this information may constitute personal data under applicable law.

3.3 Information Collected Through IT Services

Where necessary to deliver contracted services, we may process:

User account identifiers and business email addresses
Network and device information
Equipment identifiers, system configurations and IP addresses
Technical logs, diagnostic reports and security alerts
IT support communications and incident records
Access permissions and authentication-related information
Information stored on or transmitted through customer-managed systems, where access is authorised

We access customer systems and data only where permitted and necessary for the relevant service.

3.4 Information From Other Sources

We may receive relevant business contact or service-related information from customers, authorised representatives, technology vendors, business partners, referrals and publicly available business sources.

Where personal data is obtained indirectly, we will provide appropriate privacy information as required by law.

4. How We Use Your Personal Information

We may use personal information to:

Respond to enquiries, communications and requests for quotations.
Provide, manage and improve our IT services and customer support.
Establish and administer customer accounts and contractual relationships.
Schedule consultations, technical support and service appointments.
Process invoices, payments and financial records.
Monitor and maintain website functionality, reliability and security.
Detect, investigate and prevent cyber threats, fraud and unauthorised access.
Communicate service notices, security advisories and important operational updates.
Improve our products, services, customer experience and internal operations.
Send marketing communications where permitted by law.
Comply with legal, regulatory and contractual obligations.
Establish, exercise or defend legal claims.

We will not use personal information for purposes incompatible with those for which it was originally collected unless permitted by law.

5. Lawful Bases for Processing

Under the UK GDPR, we rely on one or more of the following lawful bases, depending on the activity:

Purpose	Lawful basis
Responding to business enquiries	Legitimate interests or steps before entering a contract
Delivering contracted services	Performance of a contract or legitimate interests
Customer account and support administration	Contract or legitimate interests
Invoicing and statutory record-keeping	Contract and legal obligation
Website and network security	Legitimate interests and, where applicable, legal obligation
Service improvement and business administration	Legitimate interests
Marketing communications	Consent or legitimate interests where legally permitted
Non-essential cookies and similar technologies	Consent, unless a specific legal exception applies
Compliance with legal requirements	Legal obligation

Our legitimate interests include operating a secure and effective technology business, providing support, maintaining customer relationships, protecting our systems, and improving our services.

Where processing is based on legitimate interests, we consider the impact on individuals and their rights.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before withdrawal.

6. Cookies and Similar Technologies

Our website may use cookies and similar technologies to support website operation, security, functionality, analytics and, where enabled, marketing.

Cookies are small files stored on your device when you visit a website.

These technologies may fall into the following categories:

Strictly necessary cookies: Used for essential website functions, security, session management and other services requested by users.

Functional cookies: Used to remember preferences and provide enhanced website features.

Analytics cookies: Used to understand website usage, performance and visitor interactions.

Marketing cookies: Used, where applicable, to measure advertising effectiveness or deliver relevant marketing.

Where legally required, we will obtain your consent before setting or accessing non-essential cookies.

You may withdraw or change your cookie preferences through the controls made available on our website, where applicable.

You can also manage cookies through your browser settings.

Further details about individual cookies, their providers, purposes and durations should be provided through our cookie information or cookie preference interface.

7. Marketing Communications

We may contact existing customers and prospective business customers with information about relevant IT services, products, offers and business developments where permitted by law.

Where consent is required, we will request it before sending marketing communications.

You can opt out of marketing messages at any time by using an unsubscribe mechanism, where provided, or by contacting info@onlance.com.

Opting out of marketing will not prevent us from sending necessary service, billing, contractual or security-related communications.

We do not sell personal information to third parties for their independent marketing purposes.

8. Sharing Your Personal Information

We may share personal information with trusted third parties where necessary and legally permitted, including:

Website hosting and infrastructure providers
Cloud computing and data storage providers
IT software vendors and technical service providers
Cybersecurity and monitoring service providers
Payment processing and accounting providers
Customer relationship management and support platforms
Professional advisers, including legal and accounting advisers
Authorised contractors and service partners
Regulatory authorities, law enforcement and courts where required

Where a third party processes personal data on our behalf, we seek to ensure that appropriate contractual, confidentiality and security arrangements are in place.

We do not disclose customer information to unrelated parties without a valid business purpose or lawful basis.

9. International Data Transfers

Some of our technology providers, business partners or service delivery arrangements may involve processing or accessing personal data outside the United Kingdom.

Where international transfers of personal data are subject to UK data protection restrictions, we will take appropriate measures to protect the information.

Depending on the destination and circumstances, these may include:

UK adequacy regulations
The UK International Data Transfer Agreement (IDTA)
The UK Addendum to the EU Standard Contractual Clauses
Other lawful transfer mechanisms or exceptions where applicable

Additional risk assessments and safeguards will be applied where required.

You may contact us to request further information about applicable international transfer safeguards.

10. Data Security

We take reasonable and appropriate technical and organisational measures to protect personal information against unauthorised access, alteration, disclosure, loss and misuse.

Depending on the relevant services and systems, these measures may include:

Access controls and role-based permissions
Multi-factor authentication
Encryption where appropriate
Network security and firewall protection
Endpoint and infrastructure security
Security monitoring and incident management
Secure backups and recovery arrangements
Access logging and administrative controls
Staff confidentiality and security procedures
Supplier security assessments

Although we take steps to protect personal information, no method of internet transmission or electronic storage can be guaranteed completely secure.

Where a personal data breach occurs, we will assess and respond to it in accordance with our legal obligations, including applicable notification requirements.

11. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including applicable legal, accounting, contractual, security and regulatory requirements.

Retention periods depend on factors including:

The nature and purpose of the information
The duration of a customer or supplier relationship
Contractual obligations
Statutory record-keeping requirements
Security and incident investigation needs
Applicable limitation periods and legal claims

When personal information is no longer required, we will securely delete, anonymise or otherwise dispose of it, subject to applicable legal and technical requirements.

Where we process personal data on behalf of customers, retention and deletion may also be governed by the applicable service agreement and documented customer instructions.

12. Your Data Protection Rights

Subject to applicable legal conditions and exemptions, you may have the right to:

Right of access: Request confirmation of whether we process your personal data and obtain access to it.

Right to rectification: Request correction of inaccurate information or completion of incomplete information.

Right to erasure: Request deletion of your personal information in certain circumstances.

Right to restriction: Request that we limit the processing of your personal information.

Right to data portability: Receive certain information in a structured, commonly used and machine-readable format, and request its transfer where applicable.

Right to object: Object to certain processing activities based on legitimate interests or public tasks.

Right to withdraw consent: Withdraw consent where consent is the lawful basis for processing.

Rights relating to automated decision-making: Exercise applicable rights concerning decisions made solely by automated processing that have legal or similarly significant effects.

You have the right to object at any time to the processing of your personal data for direct marketing purposes.

To exercise your rights, please contact:

dataprotection@onlance.com

We may request reasonable information to verify your identity before fulfilling a request.

We will respond within the applicable legal timeframe, normally within one month, subject to permitted extensions.

Some rights are not absolute and may not apply in every circumstance.

13. Customer Systems and Managed IT Services

When Onlance provides managed IT, network administration, cybersecurity, cloud support or related technology services, we may require authorised access to customer systems.

Such access may involve processing personal information belonging to a customer’s employees, representatives, clients or other individuals.

Where Onlance acts as a data processor:

We process personal data only in accordance with applicable customer instructions, unless otherwise required by law.
We implement appropriate security measures.
We apply confidentiality obligations to authorised personnel.
We use subprocessors in accordance with applicable contractual arrangements.
We assist customers with relevant data protection obligations to the extent required by law and contract.
We handle personal data breaches and data deletion or return in accordance with applicable agreements and legal requirements.

Specific responsibilities, security measures and processing instructions may be detailed in a separate Data Processing Agreement (DPA) or services contract.

14. Third-Party Websites and Services

Our website may contain links to third-party websites, software providers, technology platforms or external services.

These third parties operate under their own privacy notices and data protection practices.

We encourage you to review their policies before providing personal information.

This Privacy Policy does not govern the independent processing activities of external organisations.

15. Children’s Privacy

Our website and commercial IT services are not specifically directed at children.

We do not intentionally collect personal information directly from children through our website for independent marketing purposes.

If you believe a child has provided personal information to us inappropriately, please contact dataprotection@onlance.com so that we can review the circumstances and take appropriate action.

This does not prevent us from processing personal information relating to children where lawfully necessary as a service provider acting under the instructions of an authorised business customer.

16. Automated Decision-Making and Artificial Intelligence

We may use automation and AI-assisted technologies to improve operational efficiency, technical support, cybersecurity monitoring or service delivery, where appropriate.

Where such technologies process personal information, we will apply relevant privacy, confidentiality and security requirements.

We will provide additional information where we carry out solely automated decision-making that has legal or similarly significant effects on individuals, and will comply with applicable safeguards.

Any use of customer information with third-party AI services will be subject to applicable contractual obligations, authorisations and data protection requirements.

17. Information You Are Required to Provide

Certain personal information may be necessary to respond to enquiries, enter into contracts, provide services, verify authorised access or meet legal requirements.

Where information is required, we will explain the relevant requirement where appropriate.

If necessary information is not provided, we may be unable to respond to a request, establish an account, enter into a contract or deliver a particular service.

18. Complaints and Supervisory Authority

If you have concerns about how Onlance handles your personal information, please contact us first so that we can investigate and respond.

Data Protection Contact
Onlance Limited
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

Email: dataprotection@onlance.com

You also have the right to raise a complaint with the UK’s supervisory authority:

Information Commissioner’s Office (ICO)
Website: https://ico.org.uk
Telephone: 0303 123 1113

We encourage you to contact us about any concerns, but you do not have to do so before contacting the ICO.

19. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our business operations, services, technology, legal requirements or data protection practices.

The latest version will be published on our website with an updated revision date.

Where changes materially affect how personal information is processed, we will take appropriate steps to notify affected individuals where required.

20. Contact Us

For questions, concerns or requests concerning this Privacy Policy or the processing of your personal information, contact:

Onlance Limited
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

Email: dataprotection@onlance.com
General enquiries: info@onlance.com
Telephone: +44 20 4551 3513
Website: https://onlance.com

Company Registration Number: 10739555