Customer Privacy & Communications Policy

Customer information, privacy and communications

Last updated: 24 October 2026

1. Responsibility for your information

Carpets Direct (Bristol) Ltd is responsible for the personal information it collects and uses to manage customer enquiries, quotations, orders and related services. We will handle this information in accordance with applicable UK data protection law.

2. Information we collect and why

We may record your name, address, contact details, property measurements, product selections, order and payment information, appointment details, correspondence, relevant job photographs and signed documents within our customer relationship management system and associated business systems.

We use this information to respond to enquiries, prepare quotations, arrange measurements, supply products, coordinate delivery and fitting, administer payments, provide aftercare and resolve complaints.

We rely on the lawful basis appropriate to each purpose: taking steps you request before entering a contract, performing our contract, meeting legal obligations, or pursuing legitimate business interests where these are not overridden by your rights. These interests include coordinating services, maintaining appropriate business records and handling disputes. Where consent is required, we will request it separately.

3. Sharing information to fulfil your requirements

We may share relevant information with authorised staff, assigned measurers, estimators, fitters, delivery providers and the technology, communications, accounting and professional service providers supporting our business. We will limit sharing to information reasonably necessary for the relevant purpose.

For example, an assigned fitter may receive your name, property address, telephone number, appointment details, relevant measurements, job instructions and worksheet.

Where an independent fitter contracts directly with you and determines how your information is used for their own services, they may have separate responsibilities as a data controller. This does not remove our responsibility for our own use and disclosure of your information.

4. Appointment messages and calendar bookings

We may contact you by telephone, email, text message or WhatsApp about your enquiry, order, payment, appointment or aftercare. These operational communications are separate from promotional marketing.

Relevant booking details may be included in business calendars, customer calendar invitations and the assigned fitter’s work or device calendar. We will limit these details to what is needed to organise the appointment.

Please tell us if you prefer a particular contact method. An email address is optional, although email confirmations and calendar invitations require one.

5. Confidentiality, devices and job links

We will apply appropriate technical and organisational safeguards and restrict access according to each person’s role. We require staff and fitters receiving customer information to protect it, use it only for authorised purposes and avoid unnecessary copying or onward sharing.

Job links and documents are intended for their designated recipients. Please avoid forwarding them unnecessarily and notify us promptly if you receive information intended for someone else or suspect unauthorised access. This request does not limit our responsibility to protect your information.

6. Photographs and signed documents

Relevant job photographs and signed documents may be retained to record measurements, product choices, delivery, completed work, instructions or complaints. We will limit the personal information captured to what is necessary. Identifiable customer or property photographs will not be used for publicity without separate permission.

7. Retention and deletion

We will retain personal information only for as long as reasonably necessary for its purpose. Relevant factors include whether an enquiry or order remains active, applicable accounting and tax requirements, warranty and aftercare obligations, and the need to establish, exercise or defend legal claims.

Different retention periods apply to different records, using the criteria above. Information no longer required will be securely deleted or anonymised, with backup copies managed through appropriate retention and deletion procedures.

8. Marketing choices

Accepting our Terms of Service does not constitute consent to promotional emails, text messages or WhatsApp messages. We will send these only where we have your consent or meet the applicable legal requirements for doing so without consent. You can opt out at any time using the method provided or by contacting us.

9. Your rights and contact details

Depending on the circumstances, you may have rights to access, correct, erase, restrict or obtain a portable copy of your personal information. You may object to processing based on legitimate interests and object to direct marketing at any time. Where processing relies on consent, you may withdraw it without affecting the lawfulness of earlier processing.

To exercise your rights or raise a concern, contact info@carpetsdirectbristol.co.uk. You may also complain to the Information Commissioner’s Office at www.ico.org.uk.

Nothing in this policy or our Terms of Service excludes or limits your statutory data protection rights or our legal responsibilities.