Arborella Privacy Notice
17 Oct 2026 · @Sophie Rogers
Who we are and what this notice covers
This notice explains how Arborella Consultancy Ltd collects, uses and protects personal information, and what your rights are. We wrote it in plain English, and we’ll keep it up to date.
Who we are. Arborella Consultancy Ltd (“Arborella”, “we”, “us”) is a company registered in England and Wales, company number 15552129. Our registered office is 167–169 Great Portland Street, 5th Floor, London W1W 5PF. We are the controller of the personal information described here. Our ICO registration number is ZB685064.
What it covers. This notice applies when you:
- visit our website, arborella.co.uk
- contact us, or follow or message us on social media
- use our consultancy and support services, including tender support
- subscribe to ArborellaOS Core or ArborellaOS Complete, including Arborella’s Diary and our monthly emails
- supply goods or services to us
The short version. We only collect what we need to run our services and our business. We never sell your information. We use trusted service providers to help us, and we keep your information for as long as we need it and no longer. You can ask to see, correct or delete your information at any time.
Contact us about your information: sophie@arborella.co.uk or write to us at the address above.
What information we collect
We collect information you give us, information created when you use our services, and a small amount collected automatically when you visit our website.
| Who you are | What we collect |
|---|---|
| Website visitor | Device and browser details, pages visited and IP address, through cookies (see “Cookies”) |
| Someone who contacts us | Name, business name, email, phone number and what you tell us in your message |
| Consultancy or tender support client | Contact details for you and your colleagues, business details, and the documents and information you share with us so we can do the work |
| ArborellaOS subscriber | Name, business name, job title, email, phone, billing address, Direct Debit and payment details (handled by Stripe), your Key Dates Set-up form, the email addresses you ask us to add to Arborella’s Diary, your acceptance of our terms, and records of your support requests |
| Social media follower | Your public profile name and anything you send us by message or comment |
| Supplier | Contact and payment details |
Information about your team. If you ask us to add colleagues to Arborella’s Diary, or share documents that include staff details (for example training records for a tender), please make sure they know you’re sharing their information with us.
We don’t ask for special category information, such as health details. Please don’t send it unless we’ve agreed it’s needed for a piece of work.
How we use it, and why we’re allowed to
Data protection law says we need a lawful reason (a “lawful basis”) for each way we use your information. These are ours.
| What we use it for | Lawful basis |
|---|---|
| Replying to your enquiry and sending quotes | Legitimate interests (responding to people who contact us), or steps before a contract at your request |
| Delivering consultancy, tender support and ArborellaOS, including onboarding, Arborella’s Diary, the Members’ Area, monthly emails to subscribers and support | Contract |
| Taking payments and Direct Debits, and chasing unpaid fees | Contract, and legitimate interests (recovering money owed) |
| Keeping a record that you accepted our terms and acknowledgements | Legitimate interests (being able to show what was agreed), and legal claims |
| Keeping accounts, invoices and tax records | Legal obligation |
| Sending marketing emails about our services | Consent, or the “soft opt-in” for existing customers (see “Marketing”) |
| Running and improving our website and social media | Legitimate interests, and consent for non-essential cookies |
| Introducing you to a consultant you’ve asked to be put in touch with | Consent |
| Dealing with complaints, disputes and legal claims | Legitimate interests, and legal obligation |
Where we rely on legitimate interests, we’ve weighed our interests against yours, and you can object (see “Your rights”). We don’t make decisions about you by automated means alone.
Marketing
We only send marketing emails if you’ve agreed to them, or if you’re a customer and we’re telling you about similar services of ours. Every marketing email has an unsubscribe link, and you can also tell us by email at any time.
If you unsubscribe, we keep your email address on a “do not contact” list so we don’t email you again by mistake.
The monthly ArborellaOS email, with the toolbox talk and document updates, is part of your subscription, so it isn’t marketing. You’ll receive it for as long as you subscribe.
Who we share it with
We never sell your information. We share it only where we need to, with:
| Who | Why |
|---|---|
| Stripe | Taking card payments and Direct Debits. Stripe also uses some information for its own purposes, such as fraud prevention, under its own privacy policy |
| Google (Google Workspace) | Our email, file storage and Arborella’s Diary calendars. People you add to the Diary can see the shared calendar, but not each other’s details |
| GoDaddy and WordPress | Running our website and the ArborellaOS Members’ Area |
| Gmail and Apple | Sending our emails and newsletters |
| Quickbooks and our accountant | Invoicing, bookkeeping and tax |
| Social media platforms (such as Facebook, Instagram and LinkedIn) | When you interact with our pages. These platforms are responsible for how they use your information |
| Consultants we introduce you to | Only with your agreement. They then work for you, not for us |
| Professional advisers and insurers | Legal, insurance and professional advice |
| HMRC, the police, courts or regulators | Where the law requires it |
| A buyer of our business | If Arborella or ArborellaOS is ever sold, your information may transfer to the new owner, who must use it in line with this notice |
Our service providers only use your information to provide their services to us, under contracts that require them to keep it secure.
Information sent outside the UK
Some of our service providers, such as Google and Stripe, may store or access information outside the UK, including in the USA. When they do, we make sure it’s protected by one of the safeguards UK law allows: a UK “adequacy” decision (including the UK–US Data Bridge for certified US companies), or the UK’s approved data transfer contracts. Contact us if you’d like more detail.
How long we keep it
We keep information only as long as we need it, then delete it securely.
| Information | How long |
|---|---|
| Enquiries that don’t lead to work | 12 months from our last contact |
| Client and subscriber records, contracts and terms acceptances | For as long as you’re a client, then 6 years (the usual time limit for contract claims) |
| Invoices, payments and accounting records | 6 years after the end of the financial year they relate to (tax rules) |
| Documents you share with us for a piece of work | Until the work is finished, then returned or deleted within 3 months, unless you ask us to keep them |
| Arborella’s Diary access | Removed on the day your subscription ends |
| Key Dates Set-up form | For as long as you subscribe, then deleted within 3 months |
| Marketing list | Until you unsubscribe (we then keep your email on our “do not contact” list) |
| Complaints | 6 years from when the complaint is closed |
| Website analytics | As set by our cookie provider, up to 14 months |
Keeping it safe, and keeping it confidential
We protect your information with password-protected accounts, two-step verification, access limited to the people who need it, and trusted providers with strong security.
Client confidentiality. We work with many businesses in the tree care sector, some of which compete with each other. We never share one client’s information, documents or tender material with another client. Templates in ArborellaOS are general documents and never contain another client’s details.
Documents you share with us. When we handle information about your staff or customers to do work for you (for example, preparing a tender submission), we do so only on your instructions, and you remain responsible for that information.
If something goes wrong with your information, we’ll deal with it quickly. Where the law requires, we’ll tell you and the ICO.
Cookies
Cookies are small files that websites put on your device. We use essential cookies to make our website and the Members’ Area work, such as keeping you logged in. We use only if you agree to them through our cookie banner. You can change your choice at any time using or through your browser settings.
Your rights, and how to complain
You have the right to:
- see the information we hold about you and get a copy
- correct information that’s wrong or incomplete
- ask us to delete your information
- ask us to limit how we use it
- object to us using it, including for marketing (we’ll always stop marketing straight away)
- move information you gave us to another organisation, in a common format
- withdraw your consent at any time, where we rely on consent
Some rights only apply in certain situations. For example, we can’t delete invoices we’re legally required to keep. If that’s the case, we’ll explain why.
How to ask. Email sophie@arborella.co.uk or write to us at our registered office. It’s free. We may need to confirm who you are. We’ll reply within one month, or tell you within that month if we need longer (up to two more months for complex requests).
Complaining to us. If you’re unhappy with how we’ve handled your information, please tell us first, by email, post, phone or any other way you contact us. We’ll acknowledge your complaint within 30 days, look into it properly, keep you updated, and tell you the outcome without undue delay.
Complaining to the regulator. You can also complain to the Information Commission, the UK’s data protection regulator (still known as the ICO), at ico.org.uk/make-a-complaint. We’d appreciate the chance to put things right first.
Changes to this notice
We review this notice at least once a year. If we make an important change, we’ll put the new version on our website and, for clients and subscribers, tell you by email.
Our services aren’t aimed at anyone under 18.
Contact: Arborella Consultancy Ltd, 167–169 Great Portland Street, 5th Floor, London W1W 5PF · sophie@arborella.co.uk · 07848 469 029
Version 1.0 · Last updated 17 October 2026