Carpet Ease Privacy Policy
How we collect, use and protect your personal information
Last updated: June 2026
Quick summary
This summary is intended to help you understand the key points quickly. The full policy below explains this in more detail.
- We collect the information needed to provide quotes, samples, home visits, flooring orders, fitting, customer support and aftercare.
- We use trusted service providers such as payment processors, website/IT providers, analytics/advertising platforms, manufacturers, suppliers and fitting partners where needed.
- We do not normally store full card details ourselves. Payments are processed by our payment provider.
- We may use photographs of flooring, subfloors or rooms where relevant to provide our service, record installation quality, handle complaints or meet contractor requirements.
- You have data protection rights, including rights to access, correct, delete, object to or restrict certain uses of your personal information.
- You can contact us about privacy matters at [email protected]. Please mark your message “Privacy query”.
1. Who we are
Carpet Ease Ltd is a company registered in England and Wales under company number 16235810. Our registered office is Unit 17 Helix Business Park, Wilton Road, Camberley, GU15 2QT.
For the purposes of UK data protection law, Carpet Ease Ltd is the data controller for the personal information described in this Privacy Policy.
We have not appointed a formal Data Protection Officer because we are not currently required to do so. Privacy queries are handled by our business management team. You can contact us at [email protected] or by calling 01276 53 88 77. Please mark any email “Privacy query” so it can be directed appropriately.
2. What information we collect
We may collect and use the following types of personal information:
- Contact details, such as your name, email address, telephone number and postal address.
- Quote and order information, including products selected, room details, measurements, fitting address, installation preferences and notes you provide.
- Payment information, such as payment references, transaction status and refund details. Card payments are processed by our payment provider; we do not normally store full card details ourselves.
- Service information needed to provide our service, such as access instructions, parking information, furniture-moving requirements, subfloor notes, fitting notes and correspondence with you.
- Photographs of the property, rooms, subfloors, existing flooring or completed work where relevant to quotations, fitting, quality control, complaints, contractor compliance or record keeping.
- Website and device information, such as IP address, browser type, pages viewed, approximate location, referral source, advertising identifiers and cookie preferences.
- Marketing preferences, such as whether you have opted in or opted out of receiving updates from us.
- Information from third parties, such as estate agents, landlords, property managers, related businesses, review platforms or advertising platforms where relevant to your enquiry, order or our service.
3. How we collect information
- Directly from you when you use our website, request a quote, place an order, book a home visit, order samples, contact us, complete forms, upload information or speak to us by phone, email, social media or in person.
- Automatically when you use our website, through cookies and similar technologies where permitted.
- From trusted third parties where necessary, such as payment providers, website providers, advertising platforms, estate agents, property managers, review platforms, fitting partners or related businesses involved in fulfilling an enquiry or order.
4. How and why we use your information
We only use personal information where we have a lawful basis to do so. The table below summarises the main ways we use information.
| Purpose | Information used | Lawful basis | Why this is necessary |
|---|---|---|---|
| Provide quotes, samples, home visits and fitting services | Contact details, address, measurements, product choices, order notes, access details | Contract / steps before entering a contract | We need this information to respond to your enquiry and provide the service you request. |
| Process payments, deposits and refunds | Order details, payment references, transaction status, refund details | Contract / legal obligation | We need this to take payment, process refunds and maintain proper accounting records. |
| Manage installation and fitting partners | Fitting address, contact details, access notes, product and room information, fitting notes | Contract / legitimate interests | This lets us coordinate fitting, keep the customer journey smooth and resolve practical issues. |
| Use property or fitting photographs | Photographs of rooms, subfloors, flooring, existing issues or completed work | Contract / legitimate interests | Photographs help us quote accurately, document site conditions, check quality and resolve complaints. We avoid unnecessary personal images wherever possible. |
| Customer service, complaints and aftercare | Correspondence, order details, photos, call/email notes, complaint records | Contract / legitimate interests / legal obligation | We need records to resolve issues fairly, protect legal rights and comply with consumer obligations. |
| Improve our website, quote tool and services | Website usage information, enquiry patterns, quote journey data, feedback | Legitimate interests / consent where required | We use this to improve usability, pricing, customer experience and service quality. Analytics cookies are used only where required consent has been given. |
| Marketing and advertising | Contact details, marketing preferences, website/ad interaction data where permitted | Consent / soft opt-in / legitimate interests where lawful | We use marketing to promote similar products and services. You can opt out at any time. Marketing cookies and pixels are used only where required consent has been given. |
| Meet legal, tax, accounting and regulatory duties | Invoices, order records, payment records, correspondence, complaints | Legal obligation / legitimate interests | We must keep records for tax, accounting, regulatory and legal purposes. |
| Protect our business, website and customers | Website/device data, security logs, correspondence, transaction records | Legitimate interests / legal obligation | We use proportionate security and fraud-prevention measures to protect our business and customers. |
5. Legitimate interests
Where we rely on legitimate interests, we consider whether our use of your information is necessary, proportionate and fair. Our legitimate interests may include running and improving our business, managing customer enquiries and orders, coordinating fitters, protecting our website and systems, preventing fraud, maintaining records, handling complaints and promoting similar products or services. You can object to processing based on legitimate interests in certain circumstances by contacting us.
6. Who we share information with
We may share personal information where necessary with:
- our staff, contractors and fitting partners who need the information to provide the service;
- payment processors such as Stripe and other payment or refund providers;
- website hosts, email providers, CRM/booking systems, quote-system providers, IT support providers and data backup providers;
- analytics and advertising platforms such as Google Analytics, Google Ads and Meta Pixel, where permitted by your cookie choices and applicable law;
- manufacturers or suppliers where needed to resolve product, warranty or order issues;
- professional advisers such as accountants, insurers, legal advisers and business advisers;
- estate agents, landlords or property managers where they are involved in the order or property;
- review platforms or accreditation bodies where relevant to reviews, complaints or service standards;
- relevant authorities where required by law or to protect our legal rights.
We only share the information reasonably needed for the relevant purpose.
7. Our suppliers and data-processing agreements
Some suppliers process personal information on our behalf. Where required by data protection law, we require these suppliers to use appropriate data-processing terms or agreements. These require them to process personal information only for agreed purposes, keep it secure, assist us with data protection obligations where needed and not use it for their own unrelated purposes.
Some organisations we work with may act as independent controllers for their own processing, for example payment providers, professional advisers or certain review/accreditation bodies. Where this applies, their own privacy notices may also apply.
8. Marketing
We may send marketing emails or messages where you have consented, or where the law allows us to use a soft opt-in because you have previously enquired about or bought similar products or services from us. You can opt out at any time by following the unsubscribe instructions in our emails or by contacting us.
9. Cookies and similar technologies
We use cookies and similar technologies on our website. Some are strictly necessary for the website and quote or checkout functions to work. Others, such as analytics, advertising pixels and embedded video cookies, are used only where required consent has been given.
More information is set out in our separate Cookies Policy, including examples of cookies or similar technologies used for Google Analytics, Google Ads, Meta Pixel, Stripe, embedded videos and the online quote tool. You can manage your cookie preferences using the cookie banner or cookie settings tool on our website.
10. International transfers
Some of our service providers, such as website, cloud, analytics, advertising, payment, email or IT providers, may process personal information outside the UK. Where personal information is transferred outside the UK, we take steps designed to ensure it remains protected in line with UK data protection law.
These steps may include using providers in countries recognised by the UK as providing adequate protection, or relying on appropriate safeguards such as the UK International Data Transfer Agreement, the UK Addendum to EU Standard Contractual Clauses, or equivalent safeguards made available under UK data protection law.
11. How long we keep information
We keep personal information only for as long as reasonably necessary for the purposes described in this policy. The table below gives typical retention periods. These may vary where we need to keep information for legal, tax, warranty, insurance, dispute-resolution or regulatory reasons.
| Type of information | Typical retention period |
|---|---|
| Enquiries and quotes that do not proceed | Usually up to 24 months, unless we need to keep them longer for customer service, complaint or legal reasons. |
| Orders, fitting records, invoices and payment records | Usually up to 7 years for tax, accounting, warranty, insurance and legal purposes. |
| Home visit, measuring and fitting notes | Usually up to 7 years where linked to an order or potential warranty/complaint issue. |
| Property, subfloor and installation photographs | Usually up to 7 years where linked to an order, fitting record, complaint, quality-control issue or contractor requirement. |
| Complaint, claim and dispute records | For as long as needed to handle the issue and protect legal rights, usually up to 7 years from closure unless a longer period is required. |
| Marketing preferences and suppression lists | Until you opt out or the information is no longer needed. We may retain suppression records to make sure we do not contact you again. |
| Website analytics and cookie information | In line with cookie settings and the periods described in our Cookies Policy or analytics tools. |
| Security logs and backups | For a limited period needed for security, continuity and recovery, unless required longer for investigation or legal reasons. |
12. How we keep information secure
We use reasonable technical and organisational measures to protect personal information. These may include access controls, secure systems, password protection, supplier controls, staff guidance, backup processes and limiting access to those who need the information.
We maintain appropriate records of our processing activities and take steps to review our systems, suppliers and data protection processes as the business develops. Where a new activity is likely to present a higher privacy risk, we consider whether a Data Protection Impact Assessment is required and take steps to reduce risks where appropriate.
13. Personal data breaches
If we become aware of a personal data breach, we will investigate it promptly, take steps to contain and reduce any risk, and keep an internal record of the breach.
Where required by law, we will notify the Information Commissioner’s Office without undue delay and, where feasible, within 72 hours of becoming aware of the breach. Where a breach is likely to result in a high risk to affected individuals, we will also notify those individuals where required and provide relevant information to help them protect themselves.
14. Automated decision-making and profiling
We do not carry out solely automated decision-making that produces legal or similarly significant effects for you.
Our online quote tool may use the information you provide, such as room sizes, product choices and fitting requirements, to calculate an indicative or estimated price. This is part of the quoting process and can be reviewed or corrected if information is incomplete or inaccurate. Advertising platforms may also use cookies or similar technologies for profiling or ad measurement, but only where required consent has been given.
15. Children’s information
Our services are intended for adults aged 18 or over. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child without appropriate authority, we will take reasonable steps to delete it unless we are legally required to keep it.
16. Your rights
You have rights under UK data protection law, including the right to request access to your personal information, correction of inaccurate information, deletion of information in certain circumstances, restriction of processing, data portability, objection to processing and withdrawal of consent where processing is based on consent.
How to exercise your rights:
- Email [email protected] and mark your message “Privacy query”.
- Tell us which right you want to exercise and provide enough information for us to identify you and understand your request.
- We may ask you to verify your identity before responding, particularly if the request involves access to order, payment, address or fitting information.
- We will respond without undue delay and normally within one calendar month. If a request is complex or you have made several requests, we may extend the response period where the law allows and will explain this to you.
- You can withdraw consent for marketing or non-essential cookies at any time, although this will not affect processing carried out before withdrawal.
17. Complaints about privacy
Please contact us first if you have concerns about how we use your personal information so we can try to resolve the issue.
You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator. You can find more information at www.ico.org.uk.
18. Links to other websites
Our website may link to other websites. We are not responsible for the privacy practices or content of those websites. Please read their privacy notices before providing information to them.
19. Changes to our business
If Carpet Ease Ltd is involved in a business sale, merger, restructuring or transfer, personal information may be shared with prospective buyers, advisers or new owners where relevant and lawful. We will take steps designed to ensure your privacy remains protected.
20. Changes to this policy
We may update this Privacy Policy from time to time. The latest version will be posted on our website. If we make significant changes, we may take reasonable steps to bring them to your attention.