Privacy Policy
1. Introduction
Pay Smart Carpets Limited (“we”, “our”, or “us”) is committed to protecting your privacy. This policy explains how we collect, use, and share your personal data when you interact with us, including through our website, phone, SMS, social media platforms, or in person. It applies to both prospective and existing customers.
If you have any questions about this policy, please contact us at [email protected].
For any data protection-related queries, you may also contact our Data Protection Lead at [email protected]
2. Who We Are
Pay Smart Carpets Limited is the data controller responsible for your personal information.
We are registered in England and Wales under company number 10991413.
We are registered with the Information Commissioner’s Office (ICO) under registration number ZA123456.
Our registered office address is: Units 251, Europa Boulevard, Westbrook, Warrington WA5 7TN.
3. What We Collect
We may collect the following types of personal information:
- Name, address, phone number, email address, and date of birth
- Enquiry or appointment details
- Application decisions and payment preferences
- Signatures (electronic or paper)
- Bank account or card details, where required for setting up continuous payment authority (CPA)
- Communications with us (e.g., calls, emails, SMS, and social media messages)
- Technical data such as IP address, browser type, and device information
- Sensitive information provided voluntarily (e.g., health or financial hardship details)
4. How We Collect Data
We collect personal data through various methods, including:
- Website forms used for enquiries or appointment bookings
- Phone calls, SMS messages, and emails
- Messages through social media platforms like Facebook and Instagram
- Face-to-face interactions during home visits and agreement signings (paper or digital)
- Cookies and analytics tools on our website (e.g., Microsoft Clarity and Google Analytics 4)
5. How We Use Your Data
We use your personal data to:
- Manage enquiries and book appointments
- Assess applications and process payments
- Arrange finance plans directly or via trusted third-party providers
- Send agreements and confirmations
- Schedule and coordinate flooring installations
- Process authorised payments under a continuous payment authority
- Send fitting reminders or payment collection messages
- Contact you for service updates or future promotional offers (unless you opt out)
6. Automated Decision-Making and Profiling
Some finance applications are assessed using automated decision-making tools, such as credit scoring by our finance partners. This may affect whether your application is approved.
You have the right to:
- Request human intervention
- Express your point of view
- Contest a decision made in this way
7. Data Sharing
We only share your personal data when it is necessary for the operation of our business or to meet legal obligations. This may include:
- Working with service providers, agents, and subcontractors who help deliver our services.
- Using secure payment processors such as Adelante to handle transactions.
- Providing information to credit reference agencies like TransUnion as part of finance applications.
- Sharing application details with finance providers such as Snap Finance and Buyline where you apply for credit.
- Using communication platforms to send service updates, appointment reminders, and marketing messages.
- Responding to enquiries and bookings made via Meta platforms such as Facebook and Instagram.
- Passing customer information to DBCL or other authorised debt collection agencies if payments fall into arrears.
- Supplying details to regulatory bodies or law enforcement when required by law.
- Providing necessary information to a buyer if our business is sold or transferred.
All third parties are required to handle your personal information securely and use it only for the purposes we have agreed with them.
8. Lawful Basis
We process your personal data based on one or more of the following legal grounds:
- Contract – to provide services or process agreements with you
- Legitimate interests – to manage enquiries, appointments, and business operations
- Legal obligation – to comply with legal and regulatory requirements
- Consent – for marketing communications or sensitive information (you may withdraw consent at any time)
9. Data Retention
We retain your data only for as long as necessary to fulfil the purpose it was collected for. This includes meeting legal, regulatory, and business requirements. We regularly review our retention periods and securely delete information that is no longer needed.
For example:
- Customer and agreement records – kept for legal and audit purposes
- Declined applications – retained for reference and fraud prevention
- Marketing data – held until you unsubscribe or request deletion
10. Your Rights
Under UK GDPR, you have the following rights regarding your personal data:
- Access your data
- Correct inaccurate or incomplete data
- Request deletion of your data (‘right to be forgotten’)
- Restrict or object to how your data is processed
- Request portability of your data
- Withdraw consent where previously given
To exercise any of these rights, please contact us at [email protected]
11. Marketing
We only send marketing messages if you have opted in. You can unsubscribe at any time by clicking the unsubscribe link included in any marketing SMS or email.
12. Cookies and Analytics
Our website uses cookies and analytics tools, including Microsoft Clarity and Google Analytics 4, to understand user behaviour and improve our website. You can manage your preferences using our cookie banner or through your browser settings.
Please see our full Cookie Policy for more information.
13. External Links
Our website may link to third-party platforms such as Google, Snap Finance, and Meta (Facebook, Instagram). We are not responsible for how these platforms manage your data. We recommend reviewing their individual privacy policies before using them.
14. Security
We implement appropriate security measures to protect your data. Online payments are securely processed through Adelante, a PCI-DSS-compliant provider. We do not store full bank or card details ourselves. Access to personal data is restricted to authorised personnel only.
15. Data Protection Governance
We review our data protection practices regularly to ensure compliance with UK GDPR. Our staff receive training on data protection, and we require our third-party partners to meet contractual and regulatory obligations regarding the handling of personal data.
16. Complaints
If you are not satisfied with how we handle your data or respond to your requests, you may lodge a complaint with the UK Information Commissioner’s Office (ICO) at www.ico.org.uk.
Effective Date: August 18, 2025
Last updated: August 18, 2025
