Privacy Notice

Last updated: 26 August 2026

Who we are

DIY CONVEYANCING LTD operates the DIY-Conveyancing.co.uk self-service document-generation platform.

DIY CONVEYANCING LTD is a company registered in England and Wales under company number 16476638. Its registered office is:

DIY CONVEYANCING LTD 71–75 Shelton Street Covent Garden London WC2H 9JQ

For data-protection purposes, DIY CONVEYANCING LTD is the controller of the personal information described in this notice.

You can contact us about privacy or exercise your data-protection rights by emailing contact@diy-conveyancing.co.uk or writing to the address above.

This notice applies to people who visit our website, create or use an account, complete a questionnaire, purchase or use a document Pack, contact us, or whose information is entered into the platform in connection with a customer’s property transaction.

Information we collect

Depending on how you use the service, we may collect:

(a) your name, email address, account details and authentication information; (b) your order number, product purchased, payment status and billing information; (c) information you enter into our questionnaires; (d) property addresses, title numbers, ownership and transaction details; (e) names, addresses, address history, dates of birth, roles and other information about owners, proposed owners, witnesses, lenders, beneficiaries or other people involved in the transaction; documents generated through the service and technical information about their generation and delivery; (f) messages, support requests, complaints and correspondence; (g) IP addresses, browser and device information, timestamps, security events and application logs; cookie choices and website-usage information; and (f) payment identifiers and limited transaction information received from Stripe. We do not receive or store your full payment-card number when payment is collected through Stripe.

We do not ask you to provide special-category information, such as information about health, ethnicity, religion, political opinions or sexual orientation, unless we expressly explain why it is required. You should not enter sensitive information or upload identity documents unless the service specifically requests them.

How we use personal information and our legal bases

We use account, questionnaire, property and transaction information to assess whether the transaction described is within the supported scope, populate forms and documents, generate and deliver your Pack and provide the service you have requested. We rely primarily on the necessity of this processing for taking steps at your request and performing our contract with you.

We use order, payment-status and billing information to process and confirm payment, administer refunds, reconcile transactions and maintain financial records. We rely on contract, our legal obligations and our legitimate interests in administering the business and preventing fraud.

We use contact and correspondence information to respond to enquiries, provide technical and administrative support, deal with complaints and protect or exercise legal rights. We rely on contract, legal obligation and our legitimate interests in resolving issues and maintaining appropriate records.

We use IP addresses, authentication events, request logs and similar technical information to operate, secure and troubleshoot the platform, prevent fraud and abuse and investigate incidents. We rely on our legitimate interests in providing a secure and reliable service and, where applicable, our legal obligations to maintain appropriate security.

Where you separately opt in to marketing, we rely on your consent. You may withdraw that consent at any time.

Where we use non-essential cookies or similar tracking technologies, we obtain consent unless a statutory exception applies. More information appears under “Cookies and tracking”.

Information about other people

A property transaction may require you to provide information about another owner, transferee, witness, lender, beneficiary or other person.

You must have authority and a lawful reason to provide that information. You should show this Privacy Notice to the person concerned or tell them how to find it.

We use their information only so far as reasonably necessary to assess the transaction, generate the selected documents, provide the service, maintain appropriate records and protect legal rights. Our lawful basis is usually our legitimate interests in providing the service requested by our customer and accurately recording the transaction.

Where we obtain personal information from someone other than the individual concerned, we will provide privacy information directly where required and reasonably practicable. We may not contact the individual separately where they already have the information, direct contact would be impossible or involve disproportionate effort, or another legal exception applies.

Automated processing

Our platform uses rules and software to process questionnaire answers, determine whether the transaction described appears to be within the supported scope, select templates and populate documents.

The result depends on the information entered. The system does not independently investigate the property, verify the answers or provide personalised legal advice.

We do not currently use solely automated processing to make decisions that produce legal or similarly significant effects about you. If you believe an automated eligibility result has been caused by a technical error, you may contact us and ask us to review the operation of the system. We may correct a technical classification or software error, but we cannot provide legal advice about whether a transaction is suitable.

If we introduce automated decision-making that has a legal or similarly significant effect, we will update this notice and provide the information, challenge, representation and human-intervention safeguards required by law.

Who receives personal information

We may provide personal information to:

(a) Vercel, which hosts and delivers our website frontend and related infrastructure; (b) Render, which hosts our backend application in Frankfurt, Germany; (c) Supabase, which hosts our principal database and related storage in London, United Kingdom; (d) Stripe, which processes payments and carries out related payment-security, fraud-prevention and compliance activities; (e) Fastmail, which provides our email services; (f) property, address and title-information providers, which receive limited property information such as an address or postcode where necessary to provide lookup functionality; (g) professional advisers, insurers, auditors and accountants where reasonably necessary; (h) courts, regulators, law-enforcement bodies and public authorities where disclosure is required or permitted by law; and (i) a purchaser, investor or successor in connection with a genuine business restructuring, subject to appropriate confidentiality and data-protection safeguards

Our hosting and technology providers normally act as processors when handling customer-content information on our instructions. Some providers, particularly Stripe and providers processing account, security or service-generated information for their own purposes, may also act as separate controllers. Their own privacy information applies to that independent processing.

We do not sell personal information and do not share customer questionnaire or property data for third-party advertising.

International transfers

Our principal backend application is hosted in Frankfurt and our principal database is hosted in London. However, some providers and their subprocessors operate internationally, and personal information may be accessed or processed outside the United Kingdom.

Where a destination is covered by UK adequacy regulations, we may rely on that adequacy decision. In other cases, we use an approved safeguard such as the UK International Data Transfer Agreement or the European Commission Standard Contractual Clauses together with the UK Addendum. Where required, we assess the legal and practical risks of the transfer and apply supplementary measures such as encryption, access restrictions, data minimisation and limited retention.

You may contact us for further information about the safeguards applying to a particular category of transfer.

How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, security and claims requirements.

Our intended retention periods are:

(a) abandoned questionnaire information may be stored locally on your device or browser and is not retained by us unless it has been submitted to our systems (b) generated Packs held on our systems: normally 180 days after generation, although the copy delivered to you remains under your control; (c) routine technical and security logs: normally 90 days; (d) routine support correspondence: normally two years; (e) order, accounting and evidential records: normally up to six years after the relevant transaction or end of the contractual relationship; (f) marketing information: until you withdraw consent or the information is no longer needed, with a minimal suppression record retained to respect your opt-out; and (g) complaint, incident or dispute records: for as long as reasonably required to investigate and resolve the matter and protect legal rights.

We may keep information for longer where litigation, a regulatory investigation, suspected fraud, a legal hold or another legal requirement applies. We may delete or anonymise information earlier where it is no longer needed.

Security

We use technical and organisational measures designed to protect personal information. These include encrypted connections, encryption of provider storage, access controls, role-based permissions, multifactor authentication for administrative access, secrets management, database security policies, logging, backups, vulnerability management and procedures for responding to security incidents.

No internet service can guarantee absolute security. You are responsible for using a strong, unique password, keeping account credentials confidential and downloading and storing your Pack securely.

Please do not send full card details, passwords, identity documents or unnecessary sensitive information by ordinary email.

Your rights

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

(a) be informed about how we use your personal information; (b) obtain access to it; (c) have inaccurate or incomplete information corrected; (d) request deletion; (e) request restriction of processing; (f) object to processing based on legitimate interests; (g) withdraw consent at any time where processing is based on consent; and (i) receive safeguards concerning qualifying automated decisions.

To exercise a right, contact contact@diy-conveyancing.co.uk. Please describe what you are asking for and provide enough information for us to locate the relevant records. We may request proportionate information to confirm identity and prevent unauthorised disclosure.

These rights are not absolute. For example, we may need to retain information to comply with a legal obligation or establish, exercise or defend legal claims.

Complaints

You can make a data-protection complaint by emailing contact@diy-conveyancing.co.uk or writing to our registered office.

We will acknowledge a data-protection complaint within 30 days, investigate it appropriately and communicate the outcome.

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF

Telephone: 0303 123 1113

We would welcome the opportunity to address the issue first, but you are not required to contact us before approaching the ICO.

Cookies and tracking

We use cookies and similar technologies to operate the website, provide requested functionality, remember your choices and understand how the website is used.

Necessary cookies

Some cookies and similar technologies are necessary for the website to operate properly. They may be used to maintain sessions, authenticate users, remember security or privacy settings, process transactions and provide functionality that you request.

These technologies are used only where necessary to provide or secure the service and do not require your consent.

We also store your cookie preference so that we can remember whether you have accepted or rejected optional analytics cookies.

Analytics cookies

With your consent, we use Google Analytics 4 (GA4), provided by Google LLC, to understand how visitors use our website. This helps us measure matters such as the number of visitors to the website, pages visited, how visitors move through the website and the general performance of the service.

Google Analytics may collect information including your device and browser type, approximate location derived from your IP address, pages viewed, interactions with the website and the date and time of visits.

We do not intentionally send names, email addresses, property information, questionnaire answers or other information entered into our conveyancing service to Google Analytics.

Google Analytics uses first-party cookies including:

The precise cookie name containing the Google Analytics identifier will depend on the configuration of our Google Analytics property.

Analytics cookies are not activated unless you consent to them. You may reject analytics cookies without affecting your ability to use the main functions of the website.

Before you make a choice, Google Analytics runs in "consent mode": no cookies are set and no identifiers are stored; only aggregate, cookieless signals are sent to Google.

Operational records

We also keep first-party operational records of how the site is used (pages viewed, form steps reached, technical errors) to run and secure the service. These contain no personal data you enter into the service and do not use cookies.

Your choices

When you first visit the website, you can accept or reject analytics cookies.

You can change your choice or withdraw your consent at any time by selecting Cookie settings in the website footer. Withdrawing consent does not affect the lawfulness of any processing carried out before consent was withdrawn.

Your browser may also allow you to block or delete cookies. Blocking necessary cookies may prevent some parts of the website from working correctly.

We do not use information entered into the conveyancing questionnaire for behavioural advertising, and we do not currently use advertising cookies or third-party advertising trackers.

Children

The service is intended only for people aged 18 or over. We do not knowingly permit children to purchase or use a Pack.

A document may occasionally contain information about a child where that is genuinely relevant to a transaction, but customers should not provide children’s information unless the service expressly requires it and they have lawful authority to do so.

If we learn that we have collected a child’s information unnecessarily, we will take appropriate steps to delete it.

Changes to this notice

We may update this Privacy Notice to reflect changes in the service, providers, law or our processing activities. The latest version will be published on our website with its revision date.

Where a change materially affects how we use existing personal information, we will provide additional notice where required.