What we collect, why, and what you’re agreeing to.

Who we are

This site is operated by Charlie Hollinrake, trading as Hard to Ignore. He is a sole trader in the United Kingdom, not a limited company, so there is no company registration number. The person named above is the one you are contracting with, and the data controller for anything on this page.

Address for service: [ TRADING ADDRESS: TO BE ADDED ]. The trading address is being set up and is not published yet. Ask and you get it in writing the same day, which is the right s.1202(2) of the Companies Act gives you anyway.

For anything to do with this policy (a question, a request, a complaint), email hello@charliehollinrake.co.uk. We’re small enough that a real person reads every email and replies personally. Full business details are on their own page, including our ICO registration.

What we collect

We only collect what we need to run a campaign or answer an enquiry. Three sources:

Why we’re allowed to use it

Under UK GDPR, we rely on two lawful bases, depending on what you’ve done:

• Legitimate interest: for enquiry-form messages, so we can reply to someone who has asked us a question.
• Contract: for orders and the prospect data you send us, so we can actually deliver the campaign you’ve paid for.

Where it’s stored

Everything we hold (enquiries, orders, uploaded lists) lives in Supabase, in a data centre in London. Payment is handled by Stripe, which stores card data on our behalf under its own PCI-DSS compliant systems. We never hold it ourselves.

Around that database sit the services any site of this size needs: hosting, transactional email, and (for one bespoke printed item that is not in the public catalogue) an AI model that drafts the printed copy from a recipient’s name, employer and job title. Some of those providers are US-headquartered. Your prospect list itself is stored in the UK, and we will not move that without telling you first.

Every one of them is named, with what it does and where it sits, in the sub-processor list in our data processing agreement. If a supplier will not tell you that, it is worth asking why.

Selling & marketing lists

We do not sell, rent or trade your data, or anyone’s prospect data, to any third party. Ever. We don’t build a marketing list from enquiries or orders, and we don’t add you or your prospects to any newsletter or mailing list unless you explicitly ask us to. The only outside processors involved are the ones needed to run the service (the database, the host, the payment provider, the email provider and Royal Mail or a named courier), and all of them are listed by name with what each one does.

Your prospects’ data

When you upload a CSV of people you want us to post to, you are the data controller for that list and we act as your data processor. In practice that means:

• You’re responsible for having a lawful basis to hold and share that data with us. For B2B outreach to named individuals at their work address, that’s usually legitimate interest, but it’s your call to make, not ours.
• We only ever use the list to produce and post the campaign you ordered, never for our own marketing, and never shared with anyone else’s campaign.
• Where it goes. Straight into our database in London over an encrypted connection. It is visible only to the one person fulfilling your order, through a password-protected area that is blocked from search engines. Names and addresses from it reach Royal Mail or a courier, because that is the parcel, and reach your own inbox in the delivery report.
• How long it stays. Only as long as it takes to fulfil the campaign, then it is deleted. Two things outlive it on purpose and we say so rather than hide it: the financial record of the order, which UK tax law makes us keep for six years, and one photograph per parcel showing the addressed label, which is the evidence behind the free-resend guarantee.
• Ask and we’ll delete an uploaded list: email hello@charliehollinrake.co.uk and we’ll confirm once it’s gone.

How long we keep it

• Enquiry-form messages: kept while we’re in conversation, deleted on request or after a period of no contact.
• Order records: kept for as long as UK tax law requires us to keep financial records (currently six years), because we have to.
• Uploaded prospect lists: kept only for as long as it takes to fulfil your campaign, then deleted, sooner if you ask.
• QR scan records: kept alongside the campaign they belong to, and deleted with it. Deleting a recipient deletes their scans in the same breath.

Your rights

Under UK GDPR you can ask us what we hold about you, ask us to correct it, or ask us to delete it. There’s no form or portal for this: just email hello@charliehollinrake.co.uk and we’ll deal with it directly, normally within a few days. If you’re ever unhappy with how we’ve handled your data, you can also complain to the Information Commissioner’s Office (ICO).

Postal campaigns

Everything we send is addressed to a named individual at a business address, as part of B2B sales outreach, not unsolicited consumer marketing to a home address. If a recipient asks not to be contacted again, tell us and we’ll make sure they’re removed from any future send.

The code on the parcel

Every parcel we post carries a printed QR code that is unique to the person it was addressed to. It is on the card, in plain sight, and scanning it is entirely the recipient’s choice. It opens a page that greets them by first name and says who sent the parcel and why.

When it is scanned, we record two things: which parcel the code belonged to, and the date and time. That lets the sender follow up like a human (ringing the people who actually opened the box, while it is still on the desk) instead of calling a whole list blind.

What we do not record: no cookies, no tracking pixels, no third-party analytics, no advertising tags, no IP address, no device or browser fingerprint, no location. There is no hidden mechanism anywhere in this. We do not track whether a letter was opened, and there is nothing to scan by accident. If the recipient never points a phone at the code, we learn nothing at all.

A scan is personal data, because it is tied to a named person. Our lawful basis is legitimate interests: confirming that a parcel somebody paid to have delivered actually arrived and was opened, which is the least intrusive way we can think of to find that out. Any recipient can email hello@charliehollinrake.co.uk and ask us what we hold, ask us to delete it, or object to it entirely, and we will do it.

Service terms

The short version of what you’re agreeing to when you order:

• Prices are exactly as shown on the site. No hidden fees added at checkout.
• No VAT is added. We are not currently VAT registered, so the price you see is the price you pay.
• Free resend on any item that fails to be delivered. We’ll send a replacement at no extra cost.
• Dispatch SLA: we post within 5 working days of receiving both your list and your copy/message. The clock starts when we have everything we need, not when you check out.
• Cancelling a shop order: email us any time before we start making it and you get a full refund, no questions. Nothing is sourced, handwritten or printed until your list is in, so in practice that is any point before you upload it. Once an order has been made and posted it can’t be refunded, but the free-resend guarantee above still applies to anything that fails to arrive. The full refund policy covers the awkward cases in between.
• Data processing agreement: for your prospect data we act as your processor and you remain the controller (see “Prospect data” above). If your legal or procurement team needs a signed DPA before you order, email us and we’ll send one over. There is no charge and it is not conditional on order size. The full text is published here so they can read it before asking.
• VIP cancellation: the VIP plan runs on a 30-day rolling basis. Cancel any time and it ends at the close of the current 30-day period, with nothing further billed.
• No guaranteed replies or meetings: we guarantee the object is made properly and posted on time. Whether a recipient replies or books a meeting depends on your offer, your list and your follow-up, none of which we control, so we can’t promise a result.

Refunds & cancellations

A parcel here is a personalised object, addressed and handwritten to one named person, and then posted. Once that has happened it cannot go back on a shelf. So rather than a returns policy that could not be honoured, here is exactly what happens at each point, including the point where the answer is no.

When something goes wrong, this is what happens instead

• It did not arrive. We make another and post it, free. Triggered by tracking, not by argument: a return to sender, a failed delivery with no successful redelivery, or non-receipt where tracking does not show it delivered. We re-check the address at our cost before the resend, because almost every failure is an address problem and sending a second one to the same place just repeats it.
• It arrived damaged. Send us a photograph and we make another and post it, free. Every send goes tracked and carries the carrier’s compensation cover, so claiming it back is our job, not yours.
• It came back to us. You hear the same day, because a return is intelligence: the person has moved and that is worth knowing. We re-research before resending, and we tell you the reason code we logged rather than quietly repacking it.
• We got it wrong. A name misspelled by us, the wrong note on the wrong card, or an address we researched that turns out to be wrong: we make it again and post it at our cost. You do not pay twice for our mistake.
• We could not confirm a name. Where research cannot reconcile a record we come back to you with the specific problem and the options, including dropping that person and refunding the research fee for them. Nothing below our medium confidence grade is posted without your written say-so.
• The copy is not landing. Send us a rough version and we will tighten it before it goes, at no charge, on any order. That is included, not an upsell.

The monthly plan

VIP runs on a 30-day rolling basis. Cancel any time and it ends at the close of the current 30-day period, with nothing further billed and no exit fee. Parcels already commissioned inside that period are made and posted as agreed. They are the part that has a real cost behind it.

How to ask

One email to hello@charliehollinrake.co.uk with the reference from your receipt. There is no form, no returns portal and no case number. You will get an answer from the person who made the thing.

Get in touch

Questions about any of this (privacy, an order, a cancellation) go to one place:

hello@charliehollinrake.co.uk

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