Twisted Monkey Garage Privacy Policy

Last updated: 29 August 2026

Twisted Monkey Garage respects your privacy and handles personal information responsibly and transparently.

This policy explains what information we collect, why we use it, who it may be shared with and the rights you have under UK data-protection law.

1. Who We Are

The data controller is:

Trading name: Twisted Monkey Garage
Legal business name: Twisted Monkey Garage Ltd
Company number: 16038346
Business address: 82a James Carter Road, Mildenhall, England, IP28 7DE
Email: info@twistedmonkeygarage.com
Telephone: 01283 605008

2. Information We Collect

Depending on how you contact or use our services, we may collect:

  • Your name;

  • Home, workplace or appointment address;

  • Telephone number;

  • Email address;

  • Vehicle registration, make, model, mileage and service history;

  • Details of vehicle faults, repairs, servicing and MOT history;

  • Booking, quotation and appointment information;

  • Service Plan membership and payment-status information;

  • Messages, emails and other correspondence;

  • Reviews, photographs or videos where permission has been given;

  • Invoice, transaction and accounting information;

  • Website usage, device, browser and cookie information; and

  • Any other information you choose to provide.

We do not normally require special-category personal information, such as medical information. Please do not provide it unless it is genuinely necessary.

3. How We Obtain Your Information

We normally receive personal information:

  • Directly from you;

  • Through our website and booking forms;

  • By telephone, email, text message or social media;

  • During appointments and vehicle inspections;

  • Through the Service Plan enrolment process;

  • From another person booking on your behalf;

  • From payment, website or booking-service providers; or

  • From publicly available vehicle-information services where necessary.

If someone provides your information on your behalf, they should have your permission to do so.

4. Why We Use Your Information

We may use personal information to:

  • Respond to enquiries;

  • Prepare quotations;

  • Arrange and manage appointments;

  • Identify and inspect vehicles;

  • Provide diagnostics, servicing, repairs and other requested work;

  • Administer Service Plan memberships;

  • Arrange MOT tests with authorised third-party testing stations;

  • Collect payments and maintain transaction records;

  • Contact you about appointments, vehicle work or membership benefits;

  • Handle cancellations, complaints and disputes;

  • Maintain service and vehicle-history records;

  • Meet tax, accounting, insurance and other legal requirements;

  • Prevent fraud, misuse and threats to our systems or business;

  • Improve our website and services;

  • Publish genuine reviews, photographs or videos with appropriate permission; and

  • Send marketing communications where legally permitted.

5. Our Lawful Bases

Under UK data-protection law, we rely on one or more of the following lawful bases:

Contract

We use information where it is necessary to provide a quotation, take steps requested before entering a contract or perform a contract with you.

This includes bookings, vehicle work, payments and Service Plan administration.

Legal Obligation

We retain and use certain information to comply with legal requirements, including accounting, tax, consumer-protection and regulatory obligations.

Legitimate Interests

We may use information where reasonably necessary to operate and protect the business, keep appropriate customer and vehicle records, respond to enquiries, prevent fraud, improve services and establish or defend legal claims.

We consider the effect on your rights before relying on legitimate interests.

Consent

We rely on consent where required, including for certain marketing, non-essential cookies and publishing identifiable customer photographs, videos or reviews.

You may withdraw consent at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.

6. Payments

Payments may be processed by third-party payment providers.

Twisted Monkey Garage does not normally receive or store complete payment-card details. We may receive transaction references, payment status and limited account information required to manage payments and memberships.

Payment providers process information under their own privacy terms.

7. Who We Share Information With

Where necessary, information may be shared with:

  • Website, hosting and booking providers, including Squarespace;

  • Payment-processing providers;

  • Authorised MOT testing stations;

  • Parts suppliers or specialist service providers where needed for your vehicle;

  • Accountants, insurers and professional advisers;

  • IT, communications and administrative service providers;

  • Law-enforcement bodies, courts, regulators or public authorities where legally required; and

  • A prospective purchaser or successor if the business is sold or reorganised.

We do not sell personal information.

We only share information reasonably necessary for the relevant purpose.

8. International Data Transfers

Some website, communications, payment or software providers may process information outside the United Kingdom.

Where this happens, we require an appropriate legal safeguard, such as UK adequacy regulations, approved contractual protections or another lawful transfer mechanism.

9. How Long We Keep Information

We retain personal information only for as long as reasonably necessary.

Our usual retention periods are:

  • General enquiries that do not become bookings: up to 12 months;

  • Quotations and booking enquiries: up to two years;

  • Customer, vehicle, invoice and completed-job records: generally six years after the last relevant transaction;

  • Service Plan records: generally six years after the agreement ends;

  • Complaint and dispute records: for as long as necessary to resolve the matter and manage potential legal claims;

  • Marketing records: until consent is withdrawn, an objection is received or the information is no longer useful; and

  • Reviews, photographs and videos: while they remain relevant or until permission is withdrawn where consent is the lawful basis.

Information may be retained for longer where required by law, insurance requirements or an active legal dispute.

10. Marketing Communications

We may send occasional information about relevant services or offers where you have agreed to receive it or where otherwise permitted by law.

You can opt out at any time by:

Service messages about an existing booking, vehicle or membership are not marketing and may still be sent where necessary.

11. Customer Reviews, Photographs and Videos

We will not knowingly publish an identifiable customer review, photograph or video without an appropriate lawful basis and any required permission.

Published reviews may include a customer’s first name and general location if agreed.

Permission to use identifiable content can be withdrawn by contacting us. Withdrawal will not affect use that was lawful before it was withdrawn, but we will consider and action future removal requests where applicable.

12. Website Cookies and Analytics

Our website may use cookies and similar technologies for:

  • Essential website operation and security;

  • Remembering preferences;

  • Booking and payment functions;

  • Understanding website performance and visitor activity; and

  • Other optional features or integrations.

Non-essential cookies should only be used after you have made a valid choice through the website’s cookie controls.

You can change cookie preferences through the cookie banner or your browser settings. Blocking essential cookies may affect website functionality.

Third-party services may also set cookies subject to their own privacy information.

13. How We Protect Information

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

Access is limited to people and service providers who reasonably need the information.

No internet or storage system is completely secure, but we review our arrangements and take proportionate steps to reduce risk.

14. Your Data-Protection Rights

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

  • Ask for access to your personal information;

  • Ask us to correct inaccurate or incomplete information;

  • Ask us to delete information;

  • Ask us to restrict how information is used;

  • Object to certain processing, including direct marketing;

  • Receive certain information in a portable format;

  • Withdraw consent; and

  • Complain about how your information is handled.

Some rights are subject to legal limitations and may not apply in every situation.

To exercise a right, email info@twistedmonkeygarage.com. We may need to confirm your identity before responding.

We do not use personal information to make decisions based solely on automated processing that produce legal or similarly significant effects.

15. Complaints

Please contact us first if you have concerns:

Email: info@twistedmonkeygarage.com
Telephone: 01283 605008
Post: 82a James Carter Road, Mildenhall, England, IP28 7DE

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

Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

16. Changes to This Policy

We may update this policy when our services, providers or legal responsibilities change.

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