Privacy Policy

1. Who we are

LARC Exteriors is operated by LARC Exteriors Ltd, trading as LARC Exteriors.

• Trading name: LARC Exteriors
• Company name: LARC Exteriors Ltd
• Company number: 16780230
• Website: larc-exteriors.co.uk
• Telephone: 0800 061 4472
• Email: info@larc-exteriors.co.uk

For the purposes of UK data protection law, LARC Exteriors Ltd is the controller of the personal information we collect and use.

2. What personal information we collect

We may collect and use the following types of personal information:

• Name
• Address, postcode, house name or house number
• Email address
• Telephone number
• Preferred contact method
• Property details, service requirements and quote information
• Access notes, gate codes or parking instructions where you provide them
• Photos or videos of your property or work area where relevant to quoting, service delivery, evidence, quality control or marketing
• Customer portal information, job history, invoices, payment status and service messages
• Payment and transaction information, although full card details are handled by secure payment providers and not stored by us
• Messages, emails, call notes, WhatsApp messages or other communications with us
• Website usage information, cookies, analytics data and technical information such as IP address, device type and browser type where applicable
• Reviews, feedback or testimonials you choose to provide

We do not usually collect special category personal data, such as health information, ethnicity, religion or political opinions. If you choose to provide sensitive information to us, for example to explain an access or vulnerability issue, we will only use it where necessary and appropriate.

3. How we collect personal information

We may collect personal information when you:

• Use our website or quote tool
• Request a quote or estimate
• Submit a booking request
• Send us photos or property information
• Contact us by phone, email, WhatsApp, text message, social media or contact form
• Use our customer portal
• Make a payment or receive an invoice
• Leave us a review or provide feedback
• Interact with our social media pages or adverts
• Use our website, where cookies or analytics tools may collect technical information

We may also receive information from third-party systems we use to run our business, such as booking systems, payment providers, website forms, email/SMS tools, customer portal software, accounting software or review platforms.

4. Why we use your personal information

We use personal information for the following purposes:

• To provide quotes, estimates and pricing
• To assess access, property condition and service requirements
• To contact you about your quote, booking, clean or account
• To schedule, manage and complete window cleaning and exterior cleaning services
• To send appointment reminders, updates, access requests and completion messages
• To create and manage your customer portal account
• To issue invoices, take payments and manage overdue balances
• To respond to questions, complaints, feedback or service issues
• To keep records of work completed and property condition
• To maintain safety, quality control, insurance and dispute records
• To send relevant service updates, offers or marketing where allowed
• To improve our website, quote tool, services and customer experience
• To meet legal, tax, accounting, insurance and regulatory obligations

5. Our lawful bases for using your information

UK data protection law requires us to have a lawful basis for using personal information. The lawful basis depends on why we are using the information.

6. Photos, videos and property images

We may take or request photos and videos before, during or after work for:

• Quoting and assessing access, condition and safety
• Confirming the scope of work
• Recording before-and-after condition
• Quality control and training
• Customer communication
• Insurance, complaints or dispute evidence
• Marketing, social media or website content where appropriate

We will try to avoid showing personal information, house numbers, faces, vehicle registration plates or private areas wherever reasonably possible.

If you do not want photos or videos of your property used for marketing, please contact us.

7. Who we share information with

We do not sell your personal information. We may share personal information where necessary with trusted service providers who help us run our business, including:

• Website, hosting and form providers
• Customer portal, booking and job management systems
• Email, SMS, WhatsApp or communication providers
• Payment processors and banking providers
• Accounting and bookkeeping software providers
• Insurers, loss adjusters or claims handlers
• Professional advisers, such as accountants, legal advisers or consultants
• Marketing, analytics or advertising platforms where used
• Regulators, courts, law enforcement or public authorities where required by law

We only share information where there is a proper reason to do so and, where appropriate, we expect service providers to protect your information.

8. Customer portal and payments

Customers may be given access to a customer portal to view jobs, invoices, payment links, messages and service history.

Payments may be processed through secure third-party payment providers. We do not store full card details ourselves.

Customers are responsible for keeping portal login details secure and telling us if they believe their account has been accessed without permission.

9. Marketing and review requests

We may contact you about relevant services, offers, reminders, feedback requests or review requests.

You can ask us to stop sending marketing messages at any time by contacting us. Service-related messages, such as booking reminders, payment notices or account updates, may still be sent where necessary.

If you leave us a review on Google, Trustpilot, Facebook or another platform, that review may be publicly visible according to the platform’s own privacy settings and terms.

10. Cookies and website analytics

Our website may use cookies and similar technologies to make the website work, improve performance, understand website usage and support marketing or analytics.

Cookies may collect information such as your IP address, device type, browser type, pages visited, actions taken and approximate location.

Where required, we will ask for your consent before using non-essential cookies. You can usually control cookies through your browser settings or our cookie tools where available.

Please see our Cookie Policy for more information where available.

11. How long we keep personal information

We only keep personal information for as long as reasonably necessary for the purposes described in this policy.

We may keep information for longer where required by law, tax rules, insurance requirements, disputes, complaints or legal claims.

12. How we protect your information

We take reasonable steps to protect personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction.

Measures may include password protection, access controls, secure systems, trusted third-party platforms, staff awareness and limiting access to information where it is needed.

No method of electronic storage or transmission is completely secure, but we aim to use appropriate safeguards for the type of information we hold.

13. International transfers

Some of the service providers we use may store or process information outside the UK. Where this happens, we aim to use providers and safeguards that comply with UK data protection requirements.

This may include recognised transfer mechanisms, contractual safeguards, adequacy regulations or other lawful transfer arrangements.

14. Your rights

Under UK data protection law, you may have the following rights:

• The right to be informed about how we use your personal information
• The right of access to your personal information
• The right to rectification if information is inaccurate or incomplete
• The right to erasure in certain circumstances
• The right to restrict processing in certain circumstances
• The right to object to certain processing, including direct marketing
• The right to data portability in certain circumstances
• The right to withdraw consent where we rely on consent
• Rights relating to automated decision-making, if applicable

To exercise your rights, please contact us using the details in this policy. We may need to confirm your identity before responding.

15. Complaints

If you are concerned about how we use your personal information, please contact us first so we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection matters.

• ICO website: ico.org.uk
• ICO telephone: 0303 123 1113

16. Third-party websites

Our website may contain links to third-party websites, such as payment providers, customer portal systems, review platforms, social media pages or partner websites.

We are not responsible for the privacy practices of other websites. You should read their privacy policies before providing personal information to them.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be published on our website.

If we make significant changes, we may take reasonable steps to bring those changes to your attention.