Last updated [9th November 2026]
1 Who we are
Insight Lenses Ltd supplies prescription lenses and glazing services. In this notice, “we”, “us” and “our” mean Insight Lenses Ltd. We explain here how we handle personal information when you browse our website, contact our team, buy from us or work with us as a trade customer.
We are the data controller for information we use to manage our own customer relationships, website and business records. Where an optician asks us to handle patient information solely on their instructions, our role may be that of a data processor. The section on trade orders explains this distinction.
Contact for privacy enquiries: enquiries@insightlenses.com • 01476 575613. Postal address: Unit 4a, Halifax Court, Fernwood Business Park, Cross Lane, Balderton, Newark, NG24 3JP. Please mark correspondence “Privacy enquiry”.
Website covered: www.insightlenses.com [Insight Lenses Ltd.].
2 Information we receive
The information we need depends on the service you request. It may include:
· Your name, contact details, billing and delivery addresses, and account details if you create an account.
· Your spectacle prescription, prescription date, pupillary distance, fitting measurements and any relevant eyesight information you provide. Photographs supplied for fitting or an order may also contain personal information.
· Lens and frame specifications, quotations, order history, payment status, delivery records, returns, remakes, warranty enquiries and complaints.
· For trade customers, practice details, the names and work contact details of staff, account references and information needed to administer the trading relationship.
· Messages and documents you send by website form, email, telephone, post, WhatsApp or social media, and your marketing preferences.
· Technical information such as IP address, browser and device details, access times and website interactions, subject to the cookie choices and legal requirements described below.
Payment providers may collect card or other payment details directly. [For consumers, please refer to Shopify privacy policy regarding how they store your data for checkout purposes https://www.shopify.com/uk/legal/privacy] Please do not send unnecessary medical information or payment card details in ordinary messages.
3 Where information comes from
Most information comes from you when you ask for a quotation, submit a prescription, place an order or speak to us. We may also receive order and prescription information from your optician, or from another person arranging a service on your behalf. Delivery companies and payment providers may supply delivery or payment updates. Our website systems generate technical records when you use the site.
If you give us information about someone else, please ensure you have authority to do so and make this notice available to them. We may need to check that authority before discussing an order or releasing information.
4 Why we use information and our legal grounds
UK data protection law requires a lawful basis for each purpose. We use the following grounds where they apply:
· Contract: to prepare requested quotations, accept and fulfil your orders, arrange delivery, process payment, and provide the aftercare included in your purchase.
· Legitimate interests: to respond to general enquiries, manage relationships with staff at trade practices, maintain secure systems, prevent fraud and resolve service issues. These interests are running a reliable optical business and protecting customers and our systems. We consider your rights and use only information proportionate to the purpose.
· Legal obligation: to keep required financial records, meet applicable product and business requirements, and respond to legally binding requests.
· Consent: for activities that require your permission, including the marketing and cookie uses described below. You may withdraw consent at any time.
Prescription information requires an additional legal condition because it can reveal health information. That condition is explained separately below. We will explain any materially different use before it begins and identify the relevant legal basis.
5 Prescriptions and eyesight information
We treat identifiable prescriptions and related eyesight information as health data requiring additional protection. We use this information to assess the requested lens specification, manufacture or source lenses, glaze frames, check quality and deal with relevant aftercare.
For direct consumer orders, we ask for your explicit consent to use your prescription and relevant eyesight information for the lens service you request. This permission is separate from permission to receive marketing. By continuing through our checkout, you are consenting to the use of your data for the purposes of fulfilling your order and any future related aftercare contact.
You can withdraw that consent by contacting us. Withdrawal does not make earlier processing unlawful. If the required information can no longer be used, we may be unable to start or continue a prescription order. We will discuss the position with you. Any information retained for legal claims must have its own applicable legal grounds and be limited to what is necessary.
For trade orders, the responsible optician must establish the appropriate grounds for patient information it provides. Where we act as its processor, we handle that information under the agreed instructions and data processing terms.
6 Trade orders and patient information
Our role depends on what we do with the information, rather than simply who places an order. Where we provide laboratory services solely on an optician’s documented instructions, the optician remains responsible for its patient privacy information and we act as its processor. Where we determine a separate purpose ourselves, we are responsible for that use as a controller.
Trade practices should send the minimum patient information needed for the job and use a job reference where practical. If your order was placed through an optician, you may contact the practice about your patient data. We will assist the practice with requests relating to information we process for it and respond directly to requests about information for which we are the controller.
7 Who receives information
Information may be shared with the following recipients where needed for the stated purpose:
· Our authorised team members involved in orders, customer support, laboratory work or business administration.
· Website, hosting, order management, IT support and communications providers. Our current website uses Shopify.
· Payment providers and delivery companies, using the details necessary to process a payment or transport your order.
· Lens manufacturers or specialist laboratory partners where needed for your lens specification.
· Your optician, where it placed your order or you authorised relevant communication with it.
· Professional advisers, insurers, regulators or public authorities where necessary for advice, claims, legal obligations or a lawful investigation.
If the business is sold or reorganised, relevant information may be disclosed to advisers or transferred to the successor, subject to appropriate confidentiality and data protection arrangements. We restrict sharing to what is needed. Providers acting as our processors must work under appropriate contractual instructions. Providers acting as independent controllers have their own privacy notices.
8 Information handled outside the UK
Our overseas lens manufacturers are provided only with the technical specifications needed to manufacture lenses. We do not send names, contact details or other information that could identify a patient, whether the order comes directly from a retail customer or through a trade optician.
9 How long we keep information
We keep information for the purpose it is needed for, then delete it securely or anonymise it. Different records have different retention periods. An unresolved complaint, legal claim or statutory requirement may justify keeping relevant records for longer.
· Orders, financial and tax records: [6 years as required by HMRC].
· Prescriptions, fitting photographs, measurements and laboratory records: [6 years].
· Enquiries that do not result in an order: [2-years from last contact].
· Account records and marketing preferences: [6 years to support audit trail for HMRC]. We may retain limited opt-out records to avoid sending unwanted marketing.
We do not retain a prescription simply because a financial record must be kept. For trade information processed on behalf of an optician, return and deletion arrangements follow the agreed instructions and applicable legal requirements.
10 Marketing choices
We may send product news, review requests and offers where you have opted in, or where another route permitted by electronic marketing law applies. For individuals, an existing-customer “soft opt-in” may apply to our own similar products only if its requirements are met, including an opt-out when details are collected.
You can unsubscribe using the link in a marketing email or by contacting us. We will respect objections to direct marketing. Necessary order messages, delivery updates and responses to enquiries are separate from promotional messages.
11 Cookies and similar technologies
Our website may use cookies and similar technologies to support functions such as account access, basket contents, security and saved preferences. Optional tools may measure website use or support advertising. IP addresses and identifiers can be personal information even where your name is not collected.
Where consent is required, optional technologies are used only after you choose to allow them. Rejecting optional cookies should not prevent access to the basic website. Essential cookies may be needed for particular functions.
Our cookie notice lists the tools used, their purposes, providers and lifetimes. Browser controls also allow you to remove or block cookies, although this may affect some functions
12 Your rights
Depending on the circumstances, you can ask to access your personal information, correct inaccuracies, erase information, restrict its use or receive a portable copy. You can also object to processing based on legitimate interests and withdraw consent where we rely on it. Your right to object to direct marketing applies at any time.
Some rights have legal limits. For example, records may need to be kept to meet a statutory duty or address a legal claim. Contact us using the details in section 1 to make a request. Requests do not have to use a particular form. We may ask for proportionate information to confirm your identity or clarify the request.
We normally respond within one month, subject to any permitted extensions or adjustments under applicable law. Requests are normally free. If an exception applies, we will explain it and your options.
13 Automated decisions and lens design technology
We do not make solely automated decisions about you that have legal or similarly significant effects.
Software aided or AI assisted/personalised lens design is distinct from making significant automated decisions about a person. No identifiable prescription information enters any software or other systems for the creation of your prescription lenses.
14 Questions and complaints
Please contact us if you have a question or concern about your information. We will consider the issue and explain our response. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or by calling 0303 123 1113. You do not have to complete our complaints process before contacting the ICO.
15 Changes to this notice
We will update this notice when our services or handling of information change. The date at the beginning shows the current version. Where a change materially affects how we use your information, we will provide appropriate additional information. A revised notice does not itself provide consent for a new use.