NOVÉ — Privacy Policy
Last updated: 31/07/2026
1. Who We Are
This policy explains how NOVÉ ("we", "us", "our") collects, uses, and protects your personal information when you enquire about or use our concierge services, or visit our website.
You can contact us about privacy matters at info@noveconcierge.com.
2. Information We Collect
We may collect:
- Your name and contact details (email, phone, address)
- Service preferences and details of requests you make
- Booking and arrangement information (e.g. travel, property, driving requests)
- Payment records
- Any information you provide when corresponding with us
3. How We Use Your Information, and Our Legal Basis for Doing So
| Purpose | Legal Basis |
|---|---|
| Responding to your enquiry | Legitimate interest (responding to a request you initiated) |
| Providing and personalising concierge services | Performance of a contract with you |
| Arranging services with trusted third-party suppliers | Performance of a contract with you |
| Processing payments and maintaining records | Performance of a contract; legal obligation (accounting/tax records) |
| Meeting legal and regulatory obligations | Legal obligation |
| Sending you service-related updates | Performance of a contract |
| Sending marketing communications (if applicable) | Consent — see Section 8 |
4. Who We Share Your Information With
We may share relevant information with carefully selected third parties where necessary to fulfil your request, such as hotels, travel providers, chauffeurs, restaurants, and property professionals. We only share what's needed for them to deliver the specific service requested.
We may also share information with service providers who support our own operations (for example, booking or client management software), acting on our instructions.
We do not sell your personal information.
5. International Transfers
We do not transfer your personal information outside the UK.
6. How Long We Keep Your Information
We retain personal information only for as long as necessary for the purposes it was collected, specifically:
- Enquiry details: 12 months from your last contact with us, if you do not become a client.
- Client and booking records: 6 years, to meet accounting and tax obligations.
- Payment records: For as long as reasonably necessary.
7. Your Rights
Under UK GDPR, you have the right to:
- Request access to the personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your information, where applicable
- Request that we restrict how we use your information
- Object to our processing of your information, where applicable
- Request a copy of your information in a portable format
- Withdraw consent at any time, where we rely on consent (e.g. marketing)
To exercise any of these rights, contact info@noveconcierge.com.
You also have the right to lodge a complaint with the Information Commissioner's Office (ico.org.uk) if you believe your information has been mishandled.
8. Marketing Communications
We will only send you marketing communications if you have given consent. You can withdraw this consent at any time by contacting info@noveconcierge.com or using the unsubscribe link in any marketing email.
9. Cookies and Website Tracking
Our website may use cookies and similar technologies for essential site function and analytics.
10. Security
We take appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, or misuse.
11. Changes to This Policy
We may update this policy from time to time. The date at the top of this page shows when it was last revised.
12. Contact Us
Questions about this policy or how we handle your information: info@noveconcierge.com