Privacy Notice & Terms of Business
Last updated: [DATE]
Who we are
This website is operated by [REGISTERED COMPANY NAME], trading as Staffordshire Renovation Group, a company registered in England and Wales under company number [XXXXXXXX].
Registered office: Suite S08, The Genesis Centre, Innovation Way, Stoke-on-Trent, ST6 4BF. This is a registered address for correspondence and is not open to visitors.
Telephone: 01782 288577. Email: [EMAIL ADDRESS].
In this document “we”, “us” and “our” mean that company, and “you” means the person enquiring about or purchasing our services.
Privacy notice
What we collect
When you contact us through the website, by phone or by email, we collect the information you give us. Typically that is your name, telephone number, email address, the postcode or address of the property, a description of the work you are considering, and any photographs you choose to attach.
If you go on to become a customer we will also hold survey notes, measurements, photographs of the property taken during the work, quotation and invoice records, and payment records. We do not store card details.
Our website also collects limited technical information automatically, such as the pages you visit and roughly where in the country you are. This is covered in the cookies section below.
Why we hold it, and our lawful basis
- To answer your enquiry and prepare a quotation. Our lawful basis is legitimate interests — you have asked us to price some work and we cannot do that without your details.
- To carry out work you have agreed to. Our lawful basis is performance of a contract.
- To meet legal obligations such as accounting records, electrical certification and building control notification. Our lawful basis is legal obligation.
- To show completed work as an example on our website or social media. We only do this with your consent, we will always ask first, and we will never identify your address. You can withdraw consent at any time.
Who we share it with
We work with a settled group of self-employed tradespeople. Where a joiner, electrician, plumber, tiler or other specialist is carrying out part of your job, we will share the details they need to do it — typically your name, address, contact number and the relevant part of the specification. They are not permitted to use your details for anything else.
We also use ordinary business suppliers who process information on our behalf, including our website host, our email provider and our accountant. Where electrical work is notifiable, details are provided to the relevant competent person scheme or to building control as the law requires.
We do not sell your information, and we do not pass it to anyone for marketing purposes.
How long we keep it
- Enquiries that do not become jobs: up to 12 months, then deleted.
- Quotations not accepted: up to 12 months.
- Customer and job records: 6 years after completion, which reflects the period during which a claim could be brought and our accounting obligations.
- Electrical certificates and building control records: retained in line with the requirements of the relevant scheme.
Your rights
You have the right to ask us for a copy of the information we hold about you, to have it corrected if it is wrong, to ask us to delete it, to ask us to restrict how we use it, to object to our using it, and in some cases to have it transferred to someone else. Where we rely on consent, you can withdraw it at any time.
To exercise any of these, contact us on the details above. We will respond within one month.
If you are unhappy with how we have handled your information you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would ask you to raise it with us first so we have the chance to put it right.
Cookies
Cookies are small files placed on your device by a website. We use two kinds.
Essential cookies keep the site working — remembering your cookie choice, and protecting our enquiry form from automated abuse. These cannot be switched off.
Analytics cookies tell us which pages people read and how they found us, so we know what is useful and what is not. These are only set if you agree. You can change your mind at any time through the cookie settings on this site, or by clearing cookies in your browser.
Terms of business
These terms apply to quotations we give and work we carry out for consumers. Nothing in them affects your statutory rights.
Surveys and quotations
Surveys are free and carry no obligation. We quote after seeing the property, not before — any figure given over the phone or by email in advance of a survey is an indication only.
Written quotations are valid for [30] days and are itemised so you can see what each part of the work costs. A quotation is an offer; a contract comes into existence when you accept it in writing and we confirm.
Prices shown on this website are indicative ranges to help you budget. They are not quotations and do not form part of any contract.
Fixed prices, and when they can change
Our quoted price is fixed. It will only change in two situations:
- You ask for something different once work has started. We will price the change and agree it with you before carrying it out.
- Something is found that could not reasonably have been seen at survey — for example concealed damage, perished pipework or unsafe wiring behind a wall or under a floor. In that case we will stop, show you what we have found, explain the options and agree the cost with you in writing before continuing. We will not add anything to your final invoice that you have not agreed in advance.
Payment
[SET OUT YOUR TERMS — for example: a deposit of X% on acceptance to cover materials ordered to your specification, a stage payment on X, and the balance within X days of completion. State accepted payment methods and note that late payment may attract statutory interest.]
Materials remain our property until they have been paid for in full.
Access and working conditions
We will agree access arrangements with you before starting. We ask that the working area is cleared of belongings, and that we have reasonable access to water and electricity. Where we need to move furniture or fittings we will agree that in advance.
We will treat your home with care, protect floors and surfaces, and clear up at the end of each day and on completion.
What we do not undertake
We do not carry out structural work, extensions, loft or garage conversions, work requiring planning permission or building regulations approval for structural alterations, boiler installation, servicing or repair, or emergency call-outs. If your project needs any of these we will tell you at the earliest opportunity.
Our guarantee
We guarantee our workmanship for [PERIOD] from completion. If something we have installed fails because of our workmanship within that period, we will put it right at no cost to you.
The guarantee does not cover fair wear and tear, damage caused by accident or misuse, work altered by someone else, or faults in materials you have supplied yourself. Manufacturer warranties on units, appliances and materials are separate and we will pass those to you on completion.
Our guarantee is in addition to your rights under the Consumer Rights Act 2015, which requires services to be carried out with reasonable care and skill and goods to be of satisfactory quality. Those rights are not affected by anything in these terms.
Liability
We hold public liability insurance and will provide a copy of the certificate on request. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else which cannot lawfully be excluded. Subject to that, we are not liable for losses that were not reasonably foreseeable at the time the contract was made.
Your right to cancel
Because we normally agree contracts in your home rather than at business premises, you have a legal right to cancel within 14 days.
The 14 days run from the day the contract is made. You do not have to give a reason, and we will refund any payment you have made within 14 days of you telling us.
To cancel, simply tell us in a clear statement — by email, letter or telephone. We will provide a cancellation form with your quotation, but you do not have to use it. To meet the deadline it is enough that you send your cancellation before the 14 days expire.
If you want us to start within the 14 days
Many customers want work to begin sooner than that. If so, we will ask you to confirm that request in writing. You keep your right to cancel, but if you do cancel after work has begun you will be liable for the value of what has already been supplied up to that point.
Made-to-measure and personalised items
The right to cancel does not apply to goods made to your own specification or clearly personalised — for example fitted wardrobes, bespoke joinery and gates manufactured to your measurements. Once manufacture of those items has begun they cannot be cancelled or returned.
This exemption applies only to those bespoke items. It does not affect your right to cancel the remainder of the contract, including standard units, appliances and labour, and we will make clear on your quotation which items it applies to and when manufacture is due to begin.
Complaints
If something is not right, tell us. Contact us on 01782 288577 or [EMAIL ADDRESS] and we will acknowledge within [2] working days and set out how we intend to resolve it.
Most things are sorted out with a phone call and a return visit. If we cannot reach an agreement you may be able to refer the matter to an alternative dispute resolution provider, and you retain the right to take the matter further.
General
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If any part of these terms is found to be unenforceable, the remainder continues to apply. We may update this page from time to time; the version that applies to your contract is the one in force when the contract was made.