Privacy Policy

This privacy policy explains how we collect, store, and use data, and what that might mean for you. Penfriend Ltd is committed to protecting your privacy. We ensure that all your personal information is held securely and safely. In accordance with the implementation of the General Data Protection Regulation (GDPR) on 25th May 2018, Penfriend Ltd has updated the way it processes personal details. If you have any questions about how your data is handled, please contact us.

Our legal basis for collecting data

Organisations are permitted to process data if they have a legal basis for doing so. Penfriend Ltd processes data on one or more of the following bases:

Where Penfriend Ltd is relying solely on consent as the basis for processing data, you can modify or withdraw this consent at any time by notifying us in writing.

How we collect data

We collect data in several ways.

What data we collect from our website.

We collect data from our website for a number of reasons, primarily to provide you with the most useful and relevant information and services. We do this through collecting and analysing anonymous, or aggregate, data, and personal data volunteered by you online.

In some areas of our website, for example forms, orders and emails, we collect personal data such as your name, address, telephone number and email. We use this information only for the reason you have supplied it or any other reason for which you have given us permission to do so. You may choose not to provide such personally identifiable information, but this may limit our ability to provide you with a specific service or particular content, or to collect your donation.

Where relevant, information is provided to explain why the data is being collected and how it will be used. In some cases we may ask you to 'opt-in' to receive future communications including email. In other cases, when we ask you for information about yourself you may, by ticking the appropriate box, tell us that you do not want future communications from us.

Should it be necessary to collect sensitive personal data, for example in declaring a disability, we will only use information you expressly disclose to us (not indirectly). We will also explain why we are asking for it.

In addition to information given explicitly by you, we may also collect information about visitors to our website (for example, the date and time of your visit and the pages that you view). This information is not connected to you personally, and is in aggregate form. This kind of data helps us to understand how our visitors use our site so that future website development can better meet your needs.


In rare circumstances, we collect data using cookies. We try not to. Most browsers allow you to turn off the cookie function. To do this, look at the help menu on your browser. You may find some features inaccessible without cookies.

As with other statistics about visitors to our sites, this tracking is anonymous and aggregate and does not relate to any information we might hold about individuals. If our usage of cookies changes in the future, this will be explained in our privacy policy.

How we use your data

We use the data we collect to process orders, and other transactions. We also collect data in order to fulfil certain legal requirements (e.g. financial audits).

We may keep customers informed of our news from time to time.

All our emails will offer you the chance to unsubscribe.

Security, Retention and Deletion of data

We take reasonable steps to ensure that any information we hold about you is protected, and have put in place suitable physical, electronic and managerial procedures to safeguard and secure the data we process. Persons processing data on behalf of Penfriend Ltd do so in accordance with this policy.

All our online financial transactions are processed through secure sites and services such as PayPal, which encrypts information given over the internet.

You, as the data subject, may request deletion of your data at any time in writing, subject to any overriding legal requirement for its retention, such as the need to retain 7 years of transactions for financial audits.

Your rights

It is your right to request and receive details of the information we hold about you. For a copy of your personal information held by us, write to the address below. We will respond within 20 working days of receiving your letter. Make sure you also send us proof of identity, to ensure that there's no mix-up between your identity and someone else's.

For more information about data protection and your rights, please see the Information Commissioner's website at

Respecting your privacy

Penfriend Ltd does not sell any information about you to other organisations. However, we may need to pass on information to fulfil needs, for example your email address will be passed to other mail servers in order to deliver a message to you. Or when required by law or by a regulatory body (for example, if asked for details by a law enforcement agency).

We may provide third parties with anonymised information about visitors and users to our site, but this information, as explained above, is both aggregate and anonymous. Your privacy is protected. Occasionally, we employ agents to carry out tasks on our behalf, such as fulfilling orders or processing donations. These agents are bound by our confidentiality policy to protect your privacy just as we would ourselves.

Righting wrongs

We want to make sure the information we hold about you is correct. If you spot any errors, if your contact details change, or if you do not wish to receive information about Penfriend Ltd, please contact us.

Changes to this privacy policy

From time to time, we will make changes to this policy to keep it up to date and relevant. Please make sure you check regularly to see what has changed. If you carry on visiting our site after an amendment has been made, this will constitute your acceptance of any amendments we have made to our privacy policy.

© Penfriend Ltd. Company registered in Scotland no. SC200090.

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