Privacy Policy

1) Who we are

This Privacy Policy explains how Surbiton Carpet & Flooring (“we”, “us”, “our”) collects and uses your personal information when you visit our website, contact us, or use our services.

Legal entity: SURBITON HARDWARE LTD
Registered address: 5 Victoria Road, Surbiton, England, KT6 4JU
Trading address / showroom: 5 Victoria Road, Surbiton, England, KT6 4JU
Email: Info@surbitoncarpetandflooring.co.uk
Telephone: 020 8106 1339
Data controller: Rekar Bek

If you have questions about this notice, contact us using the details above. You have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk, but please contact us first so we can resolve your concern.

2) The data we collect

We may collect and process the following categories of personal data:

  • Identity & contact data: name, address, email, phone number, postcode.

  • Project & property data: room measurements, access notes, subfloor details, photos you share, preferences (style, colours, brands).

  • Order & payment data: quotes, invoices, delivery/fitting dates, payment status. (Card payments are processed by our provider; we do not store full card details.)

  • Communications data: emails, form submissions, live chat/messages, call notes.

  • Marketing preferences: your choices about receiving updates and offers.

  • Technical data: IP address, device/browser type, pages viewed, cookies/analytics identifiers.

  • CCTV (in-store): video images for security if you visit our showroom.

Children: our services are directed to adults; we do not knowingly collect children’s data.

3) How we collect your data

  • Directly from you: website forms (e.g., “Book a Home Visit”), emails, phone calls, in-store visits, social media messages.

  • During surveys & installations: measurements, notes, photos (with your permission).

  • Automatically: cookies and similar technologies when you browse our website.

  • Third parties: referral partners, advertising platforms (if you consent), analytics and hosting providers.

4) How we use your data & lawful bases

We only use your data when the law allows. The main purposes and lawful bases are:

  • Provide quotes, surveys, supply & fit services – to take steps at your request and perform our contract with you.

  • Customer service & communications – contract and legitimate interests (to respond efficiently and keep records).

  • Bookings & logistics (home visits, deliveries, fitting schedules) – contract.

  • Payments & invoicing – contract and legal obligation (tax/audit).

  • Warranty, aftercare & safety recalls – legitimate interests and legal obligation.

  • Marketing (email/SMS/ads) – consent (you can withdraw anytime) or legitimate interests for similar products to existing customers (you can opt out).

  • Website operation, security & analytics – legitimate interests (to run our site and improve it).

  • CCTV (in-store) – legitimate interests (security and crime prevention).

We do not use your data for automated decision-making that has legal or similarly significant effects.

5) Sharing your data

We share only what’s necessary with trusted recipients:

  • Fitters & subcontractors – to carry out surveys, delivery and installation.

  • Payment processors – to take secure payments (e.g., [Stripe/Square]).

  • Website & IT providers – hosting, CRM, email, analytics (e.g., Squarespace, Google).

  • Couriers & suppliers/brands – for deliveries, product warranty and support.

  • Professional advisors & authorities – accountants, insurers, HMRC, ICO, police (where required by law).

All processors are bound by contracts to keep your data secure and to use it only as instructed.

6) International transfers

Some providers may process data outside the UK (e.g., in the EEA or USA). Where this occurs, we rely on appropriate safeguards such as UK adequacy decisions, International Data Transfer Agreements (IDTAs) or Standard Contractual Clauses (SCCs).

7) Data retention

We keep personal data only as long as needed for the purposes set out in this notice:

  • Enquiries/quotes: up to 24 months from last contact.

  • Orders & invoices: typically 6–7 years (legal/tax).

  • Warranty/aftercare records: for the product’s warranty period.

  • CCTV: typically 30 days unless required for an investigation.

  • Marketing data: until you opt out or withdraw consent.

We securely delete or anonymise data once no longer required.

8) Your privacy rights

Under UK data protection law, you have the right to:

  • Access your data and get a copy

  • Rectify inaccurate or incomplete data

  • Erase your data (in certain cases)

  • Restrict or object to processing (including direct marketing)

  • Data portability for information you provided to us

  • Withdraw consent at any time (where processing is based on consent)

To exercise your rights, contact us at [privacy@…]. We’ll respond within one month.

9) Marketing preferences

We’ll only send you marketing where permitted by law. You can opt out at any time by clicking unsubscribe in our emails or contacting us. We do not sell your personal data.

10) Cookies & analytics

Our website uses cookies to operate, remember preferences, and analyse traffic.

  • Essential cookies: required for site functionality.

  • Analytics cookies: help us understand site performance (e.g., Google Analytics).

  • Advertising cookies (optional): personalise ads or measure campaigns (e.g., Meta/Google).

When you first visit, you’ll see a cookie banner to manage your choices. You can also control cookies in your browser settings.
Learn more: see our Cookie Policy (link).

11) Website hosting & third-party tools

Our site is hosted on Squarespace. We may also use tools like Google Analytics, Meta Pixel, email/CRM services (e.g., Mailchimp, HubSpot) and booking/form plugins. These providers process data on our behalf under strict contracts.

12) Security

We take appropriate technical and organisational measures to protect your data, including secure hosting, role-based access, encryption in transit (HTTPS), and staff training. However, no system is 100% secure; please take care when sharing information online.

13) Links to other websites

Our website may contain links to third-party sites. We’re not responsible for their privacy practices. Please check their privacy notices.

14) Changes to this notice

We may update this Privacy Policy to reflect changes in law or our services. The latest version will always be posted on this page with the “Last updated” date.

15) Contact us

For questions, requests, or complaints about this Privacy Policy or your personal data, contact:

Surbiton Carpet & Flooring
Email: info@surbitoncarpetandflooring.co.uk
Phone: 020 4524 0442
Address: 5 Victoria Road, Surbiton, KT6 4JU

Last Updated: 18/09/2025