Privacy Policy

1. Who we are

Tile Fixer Ltd, trading as TileFixer, is responsible for the personal information described in this policy. This means we are the data controller.

This policy explains how we handle personal information when you visit www.tilefixer.com, contact us or do business with us.

Address: Unit 7 Havant Business Centre, Harts Farm Way, Havant, PO9 1HU
Email: info@tilefixer.com
Telephone: 02392 170 400

2. The information we collect

The information we handle depends on your interaction with us. It may include:

• Contact details: your name, business name, job role, email address, telephone number and business or delivery address.
• Enquiry information: correspondence, product requirements, quantities, quotations and information you choose to send us.
• Order and account information: purchase details, delivery instructions, invoices, payment records and customer-service correspondence.
• Analytics information, where you consent: cookie identifiers, pages visited, interactions, referral information, approximate location, and browser or device details collected through Google Analytics.
• Technical information: your IP address, browser and device information, requested pages, access times and error or security logs generated when you use the website.

We receive information directly from you and, where relevant, from colleagues or other people arranging purchases or deliveries on your behalf. Technical information is generated through your use of the website.

Please only send information relevant to your enquiry. If you provide another person’s details, make sure they know you are sharing them with us.

3. How and why we use your information

We use personal information only where we have an appropriate lawful basis:

• Answering general enquiries and communicating with business contacts: our legitimate interests in responding to requests and managing business relationships.
• Preparing a quotation or fulfilling an order for you personally, including as a sole trader: taking steps at your request before entering a contract, or performing that contract.
• Managing an order placed by your employer or another organisation: our legitimate interests in supplying that organisation and communicating with its representatives.
• Maintaining financial records and responding to legally required requests: compliance with legal obligations.
• Operating, maintaining and protecting the website and investigating misuse: our legitimate interests in providing a reliable service and protecting our business and users.
• Understanding website use through Google Analytics: your consent, to help us understand which pages visitors use and improve the website.
• Handling complaints or legal claims: our legitimate interests in resolving disputes and establishing, exercising or defending legal rights.

Where we rely on legitimate interests, we consider how our use of the information affects your rights and interests.

You do not have to provide information simply to ask a general question. However, without appropriate contact, order or delivery details, we may be unable to respond fully, provide a quotation or fulfil an order.

4. Marketing communications

If we send promotional communications, we will explain how your details are being used and provide a way to opt out. Where consent is required, we will ask for it before sending marketing. Where business marketing is permitted without consent, we rely on our legitimate interests in promoting relevant products and services.

You can object to direct marketing at any time. Use the unsubscribe option in the message or email info@tilefixer.com. We may keep a minimal record of your preference to help prevent further marketing.

Service messages about your enquiry, quotation or order are separate from promotional communications.

5. Who we share information with

Where necessary for the purposes described above, information may be shared with:

• Searle Digital: our website hosting provider, which processes website data on our behalf to deliver the hosting service. Relevant data may include technical logs and information stored within the website.
• Google: the provider of Google Analytics, which processes website usage information for the analytics purposes explained below.
• Email, business-software and record-storage providers.
• Delivery and logistics providers handling your order.
• Payment and accounting service providers processing transactions and maintaining records.
• Professional advisers, including accountants, insurers and legal advisers.
• Regulators, public authorities or other parties where disclosure is required by law or necessary to handle a legal claim.

We limit the information shared to what is needed for the relevant task. Providers acting on our instructions must handle it under appropriate contractual requirements. Some recipients, such as professional advisers or payment providers, may act as independent controllers for their own activities.

6. Cookies, Google Analytics and external services

Cookies and similar technologies store or access information on your device. Some support website functions, security or preferences; others measure how the website is used.

Google Analytics

We use Google Analytics to understand how visitors find and use our website, such as which pages are visited and how visitors interact with them. This helps us improve the website and its content.

Analytics information can include online identifiers, page views, interactions, referral sources, approximate location and browser or device details. These identifiers can be personal information; analytics data should not be treated as automatically anonymous.

Your cookie choices

We use consent as the basis for Google Analytics. Analytics tracking is enabled only after you accept analytics through our cookie controls. You can reject optional analytics and still use the website, or withdraw consent later through the cookie settings.

Withdrawing consent stops future consent-based analytics collection but does not change the lawfulness of processing carried out before withdrawal. You can also delete stored cookies through your browser. Cookie expiry and analytics data retention are separate settings.

Any cookies necessary to provide a service you request may be used without consent. The cookie controls should provide details of the cookies in use, including their purposes and durations.

For more information about Google’s handling of information, see Google’s Privacy Policy. Google also offers an Analytics opt-out browser add-on for supported browsers.

External links and embedded content

Links to external websites, including directions links, take you to services governed by their own privacy information. Where third-party content is embedded in a page, loading it may disclose technical information to that provider and may involve cookies or similar technologies. Consent-dependent content should not load before the relevant permission is given.

7. Processing outside the UK

Searle Digital provides our website hosting. The locations of hosting infrastructure, backups and support access depend on the arrangements in place with Searle Digital and its service providers. Google Analytics may involve processing outside the UK, including in the United States. Email and other business services may also involve overseas processing. Where personal information is transferred outside the UK, the transfer must comply with applicable data protection requirements.

Depending on the destination and provider, protection may be provided by UK adequacy regulations or appropriate contractual safeguards, together with any additional measures required. Contact us for information about the destinations and safeguards relevant to your data, including how to obtain a copy of applicable safeguards.

8. How long we keep information

We keep personal information for as long as it is needed for the purpose for which it was collected, taking account of legal obligations and the need to handle complaints or claims.

• Enquiries and quotations: the time needed to answer your request, follow up appropriately and retain a relevant record of the discussion.
• Customer and transaction records: the duration of the business relationship and any further period needed for accounting, tax, contractual or legal purposes.
• Google Analytics information: user-level and event-level information is subject to the retention period configured in our Analytics account. Activity-based resets can affect how long identifiers are retained, and aggregated reporting is not necessarily covered by the same deletion setting.
• Website and security logs: the period needed to investigate faults, monitor security and address incidents, taking account of the provider’s settings.
• Marketing preferences: as long as needed to respect your choices.

When information is no longer needed, it should be securely deleted or anonymised. Relevant records may need to be retained for longer while a complaint, investigation or legal claim is ongoing.

9. Your data protection rights

Depending on the circumstances and our lawful basis, you may have the right to access your personal information, correct inaccuracies, request deletion, restrict its use or receive certain information in a portable format.

Your right to object: you can object to processing based on legitimate interests for reasons relating to your situation. You have an absolute right to object to direct marketing.

Where processing relies on consent, you can withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before you withdrew consent.

To exercise a right, email info@tilefixer.com or write to our address above. We may need proportionate information to verify your identity. Requests are normally free, and we will respond within the applicable statutory timescale, usually one month. We will explain any lawful extension, exemption or reason we cannot fully meet a request.

10. Questions and complaints

If you have a concern about our use of personal information, please contact us using the details above so we can investigate.

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator, at ico.org.uk/make-a-complaint/. You do not have to contact us before raising a concern with the ICO.

11. Changes to this policy

We may update this policy to reflect changes to our services, how we use information or applicable requirements. The current version will be published on this page.