Privacy Policy

1. Who We Are

This Privacy Policy explains how Flooring & Fitting ("we", "our", "us") collects and uses your personal information when you visit our website (https://flooringandfitting.com) or ask us for a quote or flooring services. Flooring & Fitting is a trading name of The Floor Care Plan Ltd, a company registered in England and Wales (company number 11715481), with its registered office at Airport House, Suite 43-45, Purley Way, Croydon, Surrey, CR0 0XZ. The business is run by Paul and operates from Coulsdon, South London. The Floor Care Plan Ltd is the "controller" of your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. You can contact us at flooringandfitting@mail.com, by phone on 07903 320 414, or through our Contact Form.

2. Information We Collect

We only collect information we need to respond to enquiries, give you quotes and carry out our work. This includes:

• Identity and contact data: your name, phone number or WhatsApp number, postcode or installation address, and your email address if you give it to us.
• Project data: room sizes, flooring choices, your message, photos you send us, and any price estimate you generated with our online estimator.
• Enquiry source data: when you send an enquiry through our form we record the page you sent it from. If you have accepted cookies, we also record how your visit began: the first page you landed on, the website or search engine that referred you, and any campaign tags in the link you clicked. We use this only to understand which pages and channels bring us genuine enquiries.
• Technical and usage data: if you accept analytics cookies, information about how you use the site (pages viewed, clicks on call and WhatsApp buttons, device and browser type, approximate location). See our Cookie Policy for details.

3. How and Why We Use Your Data

The law requires us to have a lawful basis for using your data. Ours are:

• Taking steps at your request before a contract, and carrying out a contract: to prepare and send quotes, arrange showroom visits and surveys, carry out installations, and respond to questions or advice requests.
• Legal obligation: to keep the accounting and tax records we are required to keep for completed jobs.
• Legitimate interests: to keep our website and contact form secure and free of spam, and to deal with complaints or disputes. We balance this against your rights.
• Consent: for analytics and similar cookies, and for storing your enquiry source data on your device. You can withdraw consent at any time (see the Cookie Policy).

We do not make decisions about you by automated means, and we do not use your enquiry details for marketing unless you ask us to.

4. Who We Share Your Data With

We do not sell, rent or trade your personal data. We use a small number of service providers to run the website, who process data on our behalf:

• Resend: delivers your enquiry from the contact form to our inbox.
• Cloudflare: hosts the website and provides the Turnstile spam check on our contact form.
• Google Tag Manager and Google Analytics 4: measure how the site is used. They run in Google Consent Mode: if you decline cookies, no analytics cookies are stored on your device, although Google may still receive limited, cookieless information such as your IP address and browser details.
• PostHog (EU servers): records clicks on our phone and WhatsApp buttons and quote requests, only if you accept cookies.
• Microsoft Clarity: produces anonymised heatmaps and session replays to show us where visitors get stuck, only if you accept cookies.
• Trustpilot: displays our customer reviews. Loading the review widget connects your browser to Trustpilot's servers.

We may also share information where the law requires it, for example with HMRC, or to protect our legal rights.

5. International Transfers

Some of the providers above (for example Google, Microsoft, Resend and Cloudflare) may process data outside the UK. Where they do, we rely on safeguards recognised under UK data protection law, such as approved standard contractual terms or the UK-US data bridge, to keep your data protected.

6. How Long We Keep Your Data

• Enquiries that do not go ahead: up to 24 months, then deleted.
• Customers (quotes, invoices and job records): 6 years after the job, to meet our accounting and legal obligations.
• Analytics data: held by the analytics providers for the periods set in their tools, and only if you accepted cookies.

We keep your data secure and limit access to it. We delete or anonymise it when we no longer need it.

7. Your Rights

Under the UK GDPR you have the right to:

• Be informed about how we use your data (this policy).
• Access the personal data we hold about you.
• Correct data that is wrong or incomplete.
• Erase your data, in some circumstances.
• Restrict how we use your data, in some circumstances.
• Object to us using your data for our legitimate interests.
• Data portability: receive your data in a portable format where it applies.
• Withdraw consent at any time, where we rely on it.

To use any of these rights, contact us using the details in section 1. We will usually reply within one month.

8. Complaints

If you are unhappy with how we have handled your data, please contact us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113.

9. Changes to This Policy

We may update this policy from time to time. The date at the top of the page shows when it was last changed.