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1. Who is responsible for your information?
Spalding Firewood Limited, trading as Spalding Firewood Ltd, is the controller responsible for the personal information covered by this policy.
Company number: 17131339.
Registered office: Bank House, Broad Street, Spalding, England, PE11 1TB.
Email: spaldingfirewoodltd@gmail.com.
Telephone: 07886 909276.
This policy explains how we handle information when you visit our website, contact us, request a quotation, place an order or arrange a delivery or collection. It covers household customers, trade customers and people acting on their behalf.
2. Information we collect
Contact information: Your name, telephone number, email address, delivery address and postcode. For trade enquiries, this may include your business name, role and business contact details.
Enquiry and order information: Products, quantities, preferred dates, quotations, agreed prices, delivery or collection arrangements, payment status, transaction references and correspondence about your order.
Delivery information: Access instructions, descriptions of the proposed drop location and photographs or other files you send us. Photographs can include identifiable people, property details or embedded location information.
Communication preferences: Your preferred contact method, whether you are happy to receive order-related WhatsApp messages and any separate marketing choices you make.
Technical information: Information needed to operate and protect the website and embedded services, which may include your IP address, browser and device information, requested pages, dates and times of access, and error or security logs.
Our website does not provide an online checkout or collect payment-card details. Please do not include card numbers, passwords or other unnecessary sensitive information in forms or messages.
3. Where information comes from
Most information comes directly from you through our website forms, telephone calls, emails, WhatsApp messages or conversations with us. Technical information may be generated automatically when you use the website or an embedded service.
We may receive your details from someone arranging an order or delivery on your behalf. Anyone providing another person’s information should have a legitimate reason to do so and make them aware of this policy.
We need sufficient contact, order and delivery information to respond to your request and fulfil an order. If necessary information is not provided, we may be unable to quote accurately, confirm an order or deliver safely. Optional marketing consent is not a condition of buying from us.
4. Why we use your information and our lawful bases
Responding to enquiries and fulfilling orders: We use relevant information to prepare quotations, agree orders, communicate with you, arrange delivery or collection and provide after-sales support. Where you are the customer, our lawful basis is taking steps at your request before entering into a contract or performing our contract with you.
Working with business contacts: Where you represent a company or another customer, we use your business contact information on the basis of our legitimate interests in responding to that organisation, administering its orders and maintaining the business relationship.
Running and protecting the business: We use necessary information to manage enquiries, plan safe deliveries, prevent misuse, investigate problems and establish or defend legal claims. Our lawful basis is our legitimate interests in operating a safe, reliable business and protecting our customers, staff and property. We consider the effect on your rights and use only information that is reasonably necessary.
Meeting legal obligations: We process information where necessary for accounting and tax requirements, responding to lawful requests from authorities and complying with applicable data-protection duties.
Optional marketing and technologies requiring consent: Where we ask for consent for a particular activity, we rely on that consent for the activity described. You can withdraw it at any time. Withdrawing consent does not make earlier lawful processing unlawful.
Acknowledging this policy does not mean you are consenting to every use of information. Necessary order processing normally relies on the contractual or other lawful bases explained above.
5. Delivery photographs and access instructions
We use delivery photographs and access details to assess the proposed location, plan unloading, communicate necessary instructions to the person delivering your order and resolve relevant delivery issues.
Please photograph only the area needed to explain access or the drop location. Avoid including people, vehicle registration numbers, documents, neighbouring properties or security information unless genuinely necessary.
Sending a delivery photograph does not give us permission to use it in advertising or publish it on our website or social media. We will seek separate permission before using identifiable customer photographs for those purposes.
6. Who receives your information?
We limit access to people and organisations that need the information for the purposes described in this policy. These can include authorised staff, people delivering orders on our behalf and providers supporting our website, communications and business administration.
Website hosting and support: Our website uses WordPress. Our hosting and website-support providers may process technical records and access relevant information where necessary to host, maintain, secure or troubleshoot the website.
Cognito Forms: Our online enquiry and order-request forms use Cognito Forms. Form information and uploaded files are processed through that service, stored for handling your request and included in relevant notifications. More information is available in the Cognito Forms privacy notice.
Email and WhatsApp: We use Google’s Gmail service for our published email address and WhatsApp where you choose that contact method or agree to its use for your enquiry or order. These services also process information under their own policies. See the Google Privacy Policy and WhatsApp Privacy Policy.
Professional and legal recipients: Relevant information may be shared with accountants, insurers, legal advisers, banks, regulators or public authorities where necessary for their services, a legal obligation or a legitimate legal claim.
Where a provider acts as our processor, it must handle the information under appropriate contractual instructions and safeguards. Some providers also act as independent controllers for their own service administration, security or legal purposes.
We do not sell your personal information or provide customer lists to other businesses for their own marketing.
7. Information processed outside the UK
Some service providers process information outside the United Kingdom. In particular, Cognito Forms states that its form data is hosted in the United States and that it participates in the EU-US Data Privacy Framework and its UK Extension.
For international transfers, an appropriate protection must apply. We use UK adequacy arrangements where they cover the recipient and transfer. Where necessary, appropriate contractual safeguards may instead include the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses, together with any additional measures required by law.
Contact us using the details above to ask about the safeguards relevant to your information or to request information about the applicable transfer arrangements. We do not represent that all information is stored exclusively in the UK.
8. How long we keep information
We keep personal information only for as long as it is needed for the relevant purpose, including applicable legal, accounting and claims-handling requirements. The following criteria guide retention.
Enquiries that do not become orders: We retain the information while responding to the enquiry and carrying out reasonably expected follow-up. We remove it when the enquiry has ended and there is no continuing reason to retain it.
Order and financial records: Accounting records and necessary supporting transaction information are normally kept for six years from the end of the financial year to which they relate. Longer retention may be required by tax law or an active investigation. We retain other order information only where needed for fulfilment, after-sales support or a relevant legal claim.
Delivery photographs and detailed access information: We keep these while needed to assess or complete the delivery and resolve any related issue requiring the information. We do not retain every delivery photograph for the accounting retention period. Reusable delivery instructions are retained only while there is an ongoing need for them and they remain accurate.
Technical and security information: Retention depends on the operational purpose, the time needed to investigate faults or security events, and whether the information remains necessary as evidence of an incident.
Marketing preferences: Where you have opted in, we retain the relevant details until you withdraw consent or we no longer use them for that purpose. We may retain a minimal record of an opt-out to ensure we respect it.
Information needed for an actual complaint, legal claim or investigation may be kept until the matter and any applicable legal retention requirement have ended. When information is no longer needed, we delete it or make it anonymous. Residual backup copies remain protected until removed through the relevant backup deletion or overwrite cycle.
9. Marketing and service messages
Making an enquiry, placing an order or agreeing to order-related WhatsApp contact does not automatically subscribe you to marketing.
If we offer promotional emails, texts or WhatsApp messages, we will ask for separate permission before sending them. You can withdraw that permission using an unsubscribe option, replying to the message or contacting us directly.
We may still send necessary messages about an enquiry, confirmed order, delivery, payment or complaint. These are service communications rather than a marketing subscription.
10. Cookies and similar technologies
Our website and embedded services may use cookies or similar technologies to provide requested functions, maintain security or remember preferences. Different technologies have different legal requirements.
Where consent is required, we will explain the relevant purpose and ask for your agreement before using the technology. Simply continuing to browse is not consent. Where a lawful exemption permits a limited use without consent, we will provide the information and any means of objection required by that exemption.
If optional analytics or advertising technologies are introduced, we will provide the relevant information and controls before using them. The inclusion of this section does not mean that a particular analytics or advertising service is installed.
You can also control or delete cookies through your browser settings. Blocking some technologies may prevent a form or other requested feature from working. You can contact us by telephone or email instead.
11. Keeping information secure
We use appropriate technical and organisational measures to protect information against unauthorised access, accidental loss, misuse and disclosure. Access is limited to people and providers who need it for their work.
No website or communication method can be guaranteed completely secure. Please send only the information needed for your request and contact us promptly if you believe information relating to your dealings with us has been compromised.
12. Your data-protection rights
Depending on the circumstances and the applicable legal conditions, you can ask to access your personal information, correct inaccurate information, have information erased, restrict its use or receive information you have provided in a portable format.
Your right to object: Where we rely on legitimate interests, you can object to our use of your information on grounds relating to your particular situation. You can object to direct marketing at any time, and we will stop using your information for that purpose.
Where processing relies on consent, you can withdraw that consent at any time by contacting us. Withdrawal does not affect processing already carried out lawfully.
To exercise a right, email spaldingfirewoodltd@gmail.com, call 07886 909276 or write to our registered office. Please explain the information or activity your request concerns.
Requests are normally free of charge, and we normally respond within one month. We may need proportionate information to verify your identity. If the law allows additional time or another exception applies, we will explain this within the required timeframe.
Some rights have exceptions. For example, we may need to retain information that the law requires us to keep even if you request deletion. We will explain any relevant restriction and your options for challenging our decision.
13. Privacy complaints
If you are concerned about how we have handled your information, contact us using the email address, telephone number or postal address above. You do not have to use a particular form or legal wording to make a complaint.
We will acknowledge a data-protection complaint within 30 days, investigate it without undue delay, keep you appropriately informed and explain the outcome.
You also have the right to complain to the Information Commissioner’s Office, the UK data-protection regulator. Information about raising and escalating a complaint is available in the ICO’s data-protection complaints guidance. Contacting us does not remove your right to contact the ICO.
14. Automated decisions and policy updates
We do not use your enquiry or order information to make decisions with legal or similarly significant effects solely by automated means. An automatic form acknowledgement is not an order acceptance. Availability, pricing and delivery or collection arrangements are confirmed by a person.
We may update this policy when our services, providers or legal obligations change. The date at the top identifies the latest version. Where a material change requires further information or a new choice from you, we will provide that before using your information for the new purpose.