Privacy Policy

Last updated: 27 October 2026

This policy explains how MeltedHouse Digital Ltd (“Melted House”, “we”, “us”) collects and uses personal information when you visit meltedhouse.co.uk, get in touch with us, or work with us. We keep it short and plain. If anything is unclear, just ask.

Who we are

MeltedHouse Digital Ltd is the data controller for the personal information described in this policy. We are a private limited company registered in Scotland, company number SC521020.

• Address: 4 Main Road, Condorrat, Cumbernauld, G67 4BS, United Kingdom
• Email: hello@meltedhouse.co.uk
• Phone: +44 1236 338016
• Mobile: +44 7841 539595

The information we collect

When you contact us

If you use our enquiry form, email us, call us or use live chat, we collect what you give us: usually your name, email address, phone number, company name, what you need help with and anything you write in your message. Enquiries sent through the website form are stored securely in our website’s database as well as being emailed to us.

When you use our project questionnaire

If you fill in our Start a project questionnaire, we also collect what you tell us about your business and your project: your business name and current website, what your business does, what you need help with and what you want your website to achieve, the scope and features you have in mind, whether your content and branding are ready, your budget range and timescale, whether you’d like ongoing care, how you heard about us and anything else you choose to add. Please don’t include sensitive personal information; we don’t need it.

Your answers are stored securely in our website’s database and emailed to us. We also email a copy of your answers to the address you give us, so you have a record of what you sent.

When you become a client

To deliver a project or care plan we also hold business contact details, billing details (including Direct Debit details handled through our payment provider), project correspondence and the access details you share with us for your website, hosting or domain.

When you browse the site

Like most websites, our server and security tools record technical information such as your IP address, browser type, the pages you visit and the time of your visit. We use this to keep the site secure and working. If you agree to Statistics cookies, we also use Google Analytics to understand how the site is used (see below). We do not use advertising or remarketing tracking on this website.

How and why we use it

We only use your information where the law allows us to:

• To reply to your enquiry or questionnaire, understand your project and give you a quote: because you asked us to, as a step before entering a contract with you. This includes sending you a confirmation email with a copy of what you sent.
• To deliver the work you’ve hired us for, including website design and build, care plans, hosting and digital marketing: to perform our contract with you.
• To invoice you and keep proper business records: to meet our legal obligations, including tax and accounting rules.
• To keep our website and systems secure and prevent spam and abuse, including checking enquiry form and questionnaire submissions with Google reCAPTCHA: our legitimate interest in running a safe, reliable service.
• To run live chat: only after you have agreed to it through our cookie banner.
• To understand how our website is used with Google Analytics, so we can improve it: only after you have agreed to Statistics cookies through our cookie banner.

We don’t sell your information, and we don’t use it for automated decision-making or profiling. We’ll only send you marketing emails if you have asked us to, and you can stop them at any time.

Who we share it with

We only share personal information with trusted providers who help us run our business, and only as much as they need. They act on our instructions and must keep your information secure. These include:

• Website hosting on managed servers in the UK.
• Our email provider, for sending and receiving email.
• Tawk.to, for live chat (only if you accept chat cookies and start a conversation).
• Google Analytics (Google), for website statistics such as pages viewed, how visitors found us and the type of device used (only cookie-based if you accept Statistics cookies). We don’t use it for advertising.
• Wordfence (Defiant Inc.), for website security and firewall protection.
• Google reCAPTCHA (Google), which checks enquiry form and questionnaire submissions for spam. It looks at information such as your IP address, browser and how you interact with the page. Google’s Privacy Policy and Terms of Service apply.
• ManageWP (GoDaddy), for website maintenance, updates and backups.
• Google Fonts, Cloudflare (cdnjs) and Elementor (our accessibility toolbar), which deliver fonts, code and the accessibility tool your browser loads when you visit. These services receive your IP address in the normal way when your browser requests their files.
• Our accountant, bank and payment providers, for invoicing and payments.

We may also share information if the law requires us to, or to protect our rights.

International transfers

Some of these providers are based outside the UK, mainly in the United States. Where your information leaves the UK, we make sure it is protected by an approved safeguard, such as the UK–US data bridge, the UK International Data Transfer Agreement or Standard Contractual Clauses with the UK Addendum, or a UK adequacy decision.

How long we keep it

• Enquiries and questionnaires that don’t go ahead, including copies stored by our website forms: up to 2 years after our last contact, then deleted.
• Client records: for as long as we work together, then 6 years after the end of the year our contract ends, as required for tax and accounting.
• Security and server logs: for a short period, normally no more than 90 days.
• Live chat transcripts: until they are no longer needed for your enquiry, and in any case no longer than 2 years.

When we work on your website

If we build, host or maintain a website for you, we may have access to personal information about your own customers. In that case you are the data controller and we act as your processor, only handling that information on your instructions and under our agreement with you.

Your rights

Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct anything that’s wrong or incomplete;
• ask us to delete your information;
• object to, or ask us to restrict, how we use it;
• ask us to transfer it to you or another organisation; and
• withdraw your consent at any time, where we rely on consent (for example, for live chat or statistics cookies).

To use any of these rights, email hello@meltedhouse.co.uk. There’s no charge, and we’ll reply within one month.

Keeping your information safe

We use secure, encrypted connections (HTTPS), firewall and malware protection, strong passwords and access controls, and we keep the systems we use up to date.

Cookies

We use a small number of cookies and similar technologies. You’ll find the full list, and can change your choices at any time, in our Cookie Policy.

Complaints

If you’re unhappy with how we’ve handled your information, please talk to us first at hello@meltedhouse.co.uk. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated at the top.