Privacy Policy

New Vision Flooring Ltd
Effective Date: January 1, 2025
Last Updated: January 1, 2025

1. Introduction

New Vision Flooring Ltd (“we”, “our”, “us”) is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, process, and protect your personal information when you use our website, services, or interact with us.

We are registered in England and Wales under Company Number 13348770. Our registered office address is available upon request. We are the data controller for the purposes of the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

2. Information We Collect

2.1 Personal Information You Provide

We collect information you voluntarily provide to us, including:

Contact Information:

• Full name
• Email address
• Phone number
• Home address
• Postal code

Service-Related Information:

• Property details and measurements
• Flooring preferences and requirements
• Installation preferences and scheduling
• Special requirements or accessibility needs
• Property type (residential/commercial)
• Budget information

Communication Records:

• Records of our conversations (phone, email, in-person)
• Customer service inquiries and responses
• Feedback and testimonials
• Marketing preferences

Payment Information:

• Billing address
• Payment method details (processed securely through third-party payment processors)
• Transaction history
• Credit check information (where applicable for credit arrangements)

2.2 Information Collected Automatically

When you visit our website or use our services, we may automatically collect:

Technical Information:

• IP address
• Browser type and version
• Operating system
• Device type and unique device identifiers
• Screen resolution and display settings
• Time zone and location data
• Referring website addresses

Usage Information:

• Pages visited on our website
• Time spent on pages
• Links clicked
• Search terms used
• Download activity
• Form interactions

Location Information:

• Geographic location data (with your consent)
• Service area preferences
• Property location for service delivery

2.3 Information from Third Parties

We may receive information about you from:

Business Partners:

• Referral partners and trade professionals
• Supplier networks
• Industry associations

Public Sources:

• Companies House records
• Property databases (for commercial clients)
• Professional directories

Social Media Platforms:

• When you interact with our social media pages
• When you share content about our services

3. How We Use Your Information

3.1 Primary Purposes

We use your personal information to:

Service Delivery:

• Provide flooring installation and related services
• Conduct home consultations and measurements
• Schedule appointments and installations
• Process orders and manage inventory
• Provide customer support and after-sales service
• Handle warranty claims and repairs

Business Operations:

• Process payments and manage accounts
• Maintain accurate customer records
• Conduct quality assurance and training
• Manage supplier relationships
• Comply with health and safety requirements

Communication:

• Respond to your inquiries and requests
• Send appointment confirmations and reminders
• Provide project updates and completion notifications
• Send care instructions and warranty information
• Handle complaints and feedback

3.2 Secondary Purposes

With your consent, we may also use your information for:

Marketing and Promotion:

• Send promotional emails about our services
• Provide information about new products and offers
• Conduct market research and surveys
• Create case studies and testimonials (with explicit consent)
• Target advertising on social media platforms

Business Development:

• Analyze service usage and customer preferences
• Develop new services and improve existing ones
• Conduct statistical analysis and reporting
• Plan service area expansion

4. Legal Basis for Processing

We process your personal data based on the following legal grounds under GDPR:

Contract Performance (Article 6(1)(b)):

• Providing flooring services you’ve requested
• Processing payments and managing orders
• Delivering customer support

Legitimate Interests (Article 6(1)(f)):

• Improving our services and customer experience
• Fraud prevention and security
• Business administration and record-keeping
• Direct marketing to existing customers

Legal Obligation (Article 6(1)(c)):

• Compliance with tax and accounting requirements
• Health and safety regulations
• Consumer protection laws

Consent (Article 6(1)(a)):

• Marketing communications to prospects
• Use of non-essential cookies
• Location tracking for service optimization

5. Information Sharing and Disclosure

5.1 Service Providers

We may share your information with trusted third parties who assist us in providing services:

Installation Teams:

• Certified flooring installers and contractors
• Measurement specialists and surveyors
• Subfloor preparation specialists

Business Support Services:

• Payment processors and financial institutions
• IT support and cloud hosting providers
• Customer relationship management systems
• Scheduling and appointment booking platforms

Professional Services:

• Accountants and tax advisors
• Legal advisors and solicitors
• Insurance providers and assessors
• Health and safety consultants

5.2 Business Transfers

If we sell, merge, or transfer any part of our business, your information may be transferred to the new owner under equivalent privacy protections.

5.3 Legal Requirements

We may disclose your information when required by law or to:

• Comply with court orders or legal processes
• Protect our rights, property, or safety
• Prevent fraud or other illegal activities
• Cooperate with law enforcement investigations

5.4 Marketing Partners

With your explicit consent, we may share limited information with:

• Complementary service providers (interior designers, builders)
• Industry partners for joint marketing initiatives
• Review platforms and customer feedback systems

6. Data Security

6.1 Security Measures

We implement comprehensive security measures to protect your personal information:

Technical Safeguards:

• SSL encryption for all data transmission
• Secure servers with firewall protection
• Regular security updates and patches
• Access controls and authentication systems
• Data backup and recovery procedures

Physical Security:

• Secure office premises with controlled access
• Locked filing cabinets for paper records
• Secure disposal of confidential documents
• CCTV monitoring of business premises

Administrative Controls:

• Staff training on data protection principles
• Confidentiality agreements with employees and contractors
• Regular security audits and assessments
• Incident response and breach notification procedures

6.2 Data Breach Response

In the event of a data breach, we will:

• Investigate and contain the breach immediately
• Assess the risk to individuals affected
• Notify the Information Commissioner’s Office (ICO) within 72 hours if required
• Inform affected individuals without undue delay if high risk is identified
• Take steps to prevent future breaches

7. Data Retention

7.1 Retention Periods

We retain your personal information for different periods depending on the purpose:

Customer Records:

• Active customer data: For the duration of our relationship plus 7 years
• Financial records: 7 years from the end of the financial year
• Warranty information: Duration of warranty period plus 2 years
• Correspondence: 3 years from last contact

Marketing Data:

• Email marketing lists: Until you unsubscribe or 3 years of inactivity
• Website analytics: 26 months
• Social media interactions: As per platform policies

Legal and Compliance:

• Health and safety records: 40 years (RIDDOR requirements)
• Insurance claims: 7 years from resolution
• Dispute records: 6 years from resolution

7.2 Secure Disposal

When retention periods expire, we securely delete or destroy personal information using:

• Secure data wiping for electronic records
• Cross-cut shredding for paper documents
• Certified destruction services for sensitive materials
• Certificate of destruction where required

8. Your Rights

Under GDPR and UK data protection law, you have the following rights:

8.1 Access Rights

Right of Access (Article 15):

• Request a copy of the personal data we hold about you
• Receive information about how we process your data
• Obtain details about data sharing and retention

8.2 Correction Rights

Right to Rectification (Article 16):

• Request correction of inaccurate personal data
• Complete incomplete personal information
• Update outdated information

8.3 Deletion Rights

Right to Erasure (Article 17):

• Request deletion of personal data in certain circumstances
• “Right to be forgotten” when data is no longer necessary
• Withdrawal of consent for processing

8.4 Processing Rights

Right to Restrict Processing (Article 18):

• Limit how we use your personal data
• Temporary restriction during dispute resolution
• Alternative to deletion in certain circumstances

Right to Data Portability (Article 20):

• Receive personal data in a structured, machine-readable format
• Transfer data to another service provider
• Direct transfer where technically feasible

8.5 Objection Rights

Right to Object (Article 21):

• Object to processing based on legitimate interests
• Opt-out of direct marketing communications
• Object to automated decision-making

8.6 Exercising Your Rights

To exercise any of these rights:

• Email us at privacy@newvisionflooring.co.uk
• Call us at 0712 345 6789
• Write to us at our registered office address
• Use the contact form on our website

We will respond to your request within one month and may request identification to verify your identity.

9. Cookies and Online Tracking

9.1 Cookie Usage

Our website uses cookies and similar technologies. Please see our separate Cookie Policy for detailed information about:

• Types of cookies we use
• Purpose of each cookie
• How to manage cookie preferences
• Third-party cookies and tracking

9.2 Analytics and Tracking

We use analytics tools to understand how our website is used:

• Google Analytics (with IP anonymization)
• Heat mapping and user behavior analysis
• Conversion tracking and performance measurement
• Social media pixel tracking (with consent)

10. International Transfers

10.1 Data Transfers Outside the UK/EU

Some of our service providers may be located outside the UK or EU. When we transfer personal data internationally, we ensure adequate protection through:

• Adequacy decisions by the UK government or European Commission
• Standard Contractual Clauses (SCCs)
• Binding Corporate Rules where applicable
• Appropriate safeguards and security measures

10.2 Specific Transfers

We may transfer data to:

• Cloud hosting providers in secure jurisdictions
• Payment processors with international operations
• Customer support tools and CRM systems
• Analytics and marketing platforms

11. Children’s Privacy

11.1 Age Restrictions

Our services are not intended for children under 16 years of age. We do not knowingly collect personal information from children under 16.

11.2 Parental Consent

If we become aware that we have collected information from a child under 16 without parental consent, we will take steps to delete that information promptly.

11.3 Educational Visits

For any educational or community programs involving minors, we require:

• Written parental consent
• Supervision by responsible adults
• Limited data collection and immediate deletion post-event

12. Updates to This Policy

12.1 Policy Changes

We may update this Privacy Policy from time to time to reflect:

• Changes in our business practices
• New legal requirements
• Technological developments
• Industry best practices

12.2 Notification of Changes

When we make material changes to this policy, we will:

• Update the “Last Updated” date at the top of this policy
• Notify you by email if you are a registered customer
• Post a prominent notice on our website
• Provide 30 days’ notice for significant changes

12.3 Continued Use

Your continued use of our services after changes become effective constitutes acceptance of the updated Privacy Policy.

13. Contact Information

13.1 Data Protection Queries

For any questions about this Privacy Policy or our data practices, contact our Data Protection Team:

Email: enquiries@newvisionflooring.co.uk
Phone: 0712 345 6789
Post: New Vision Flooring Ltd, Data Protection Team, [Registered Office Address]

13.2 Data Protection Officer

While not required by law for our business size, we have appointed a Data Protection Officer who can be contacted at: manj@newvisionflooring.co.uk

13.3 Regulatory Authority

If you are not satisfied with our response to your data protection concerns, you have the right to complain to the Information Commissioner’s Office (ICO):

Website: www.ico.org.uk
Phone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

13.4 Response Times

We aim to respond to all privacy-related inquiries within:

• 48 hours for urgent matters
• 5 working days for general inquiries
• 30 days for formal subject access requests
• 1 month for rights exercise requests