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TRADEBALUSTRADE
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Trade Balustrade

Privacy Policy

Please read this Privacy Policy to understand how Trade Balustrade collects, uses and protects your personal information when you visit our website or use our products and services.

Our privacy policy

1. Who we are and how to contact us

  • Who we are. We are Trade Balustrade Ltd., a company incorporated in England with company number 10101263. Our registered office is 15 Wharfside, Wharfside, Milton Keynes, MK2 2AZ. Our trading name is Trade Balustrade. Our registered VAT number is GB 2399592 49.
  • How to contact us. You can contact our customer service team by telephone on 01908 370 650 or by email at info@tradebalustrade.co.uk. You can also write to us at Customer Service, 15 Wharfside, Wharfside, Milton Keynes, MK2 2AZ.
  • Our website. Our website address is https://tradebalustrade.co.uk/.

2. What information we collect

  • Personal and contact information. We may collect your name, email address, telephone number, business name, billing address and delivery address when you contact us, request a quotation or place an order.
  • Enquiry and project information. We may collect information about your balustrade project, including measurements, drawings, product specifications, installation requirements and communications with our team.
  • Order and payment information. We may process information relating to your orders, transactions, billing and payment status. Payment information may be handled directly by our payment service providers.
  • Marketing information. We may collect your marketing preferences, newsletter subscription status and interactions with our marketing emails.
  • Website usage information. We may collect information about how you use our website, including pages visited, device and browser details, IP address, interactions with website content and information collected through cookies or similar technologies.
  • Communications. We may retain information you provide when contacting us by telephone, email, website forms, WhatsApp or other communication channels.

3. How we use your personal information

  • Responding to enquiries. We use your information to answer questions, provide product information, prepare quotations and discuss your project requirements.
  • Processing orders. We use relevant information to process orders, arrange payments and deliveries, manage projects and provide customer support.
  • Managing customer relationships. We may use your contact and enquiry information to maintain customer records, follow up on enquiries and manage communications relating to our products and services.
  • Marketing communications. Where legally permitted, we may use your information to send newsletters, product updates and marketing communications. You can unsubscribe from marketing emails at any time.
  • Improving our website. We may analyse website usage and interactions to understand how visitors use our website and improve its content, performance and functionality.
  • Advertising. Where permitted by your cookie preferences and applicable law, we may use information to measure advertising performance and improve the relevance of our advertising.
  • Legal and security purposes. We may process information to comply with legal obligations, maintain business records, protect our website and business, prevent fraud and resolve disputes.

4. Our lawful bases for processing

  • Contract. We process information where necessary to provide a quotation, fulfil an order or perform a contract with you.
  • Legitimate interests. We may process information for legitimate business purposes, such as responding to business enquiries, managing customer relationships, improving our services and protecting our systems, where these interests do not override your rights.
  • Consent. We rely on consent where required, including for certain marketing activities and non-essential cookies or tracking technologies.
  • Legal obligations. We may process information where necessary to comply with applicable legal, regulatory, tax and accounting requirements.

5. Who we share your information with

  • Service providers. We may share relevant personal information with trusted service providers who help us operate our website, process orders, manage communications, support marketing and analyse website performance.
  • Payment and delivery providers. We may share the information necessary to process payments, fulfil orders, arrange deliveries and provide related services.
  • Professional advisers and authorities. We may disclose information to professional advisers, regulators, law enforcement agencies or other authorities where necessary or required by law.
  • Data protection safeguards. Where a service provider processes personal information on our behalf, we take appropriate steps to ensure that suitable data protection safeguards are in place.

6. Third-party services we use

  • WooCommerce and payment providers. We use WooCommerce to support our online shop, orders and related website functions. Our payment providers may process transaction and payment-related information to complete payments, help prevent fraud and meet payment obligations. The payment services identified in our Terms and Conditions include Worldpay and PayPal, as well as bank transfer.
  • ActiveCampaign. We may use ActiveCampaign to manage contact information, customer relationships, marketing communications and automated follow-ups. Information processed may include contact details, enquiry information, communication preferences and interactions with marketing messages.
  • Mailchimp. We may use Mailchimp to manage mailing lists, send newsletters and marketing emails, and measure engagement with those communications. You can unsubscribe using the link provided in marketing emails.
  • Moneypenny. We may use Moneypenny to support telephone answering, message handling and customer communications. Relevant contact details and enquiry information may be processed to help us respond to you.
  • Smart Builder and Smart Glazier. We may use Smart Builder and Smart Glazier to support product configuration, design, project planning and quotation-related activities. Relevant information may include measurements, specifications, drawings and project contact details.
  • Google Analytics. We may use Google Analytics to understand website traffic, visitor behaviour and website performance. Depending on the configuration and your consent preferences, information such as device details, browsing activity and online identifiers may be processed.
  • Google Ads. We may use Google Ads to advertise our products and measure advertising performance. Advertising technologies may process information about website visits, advertising interactions and online identifiers, subject to applicable consent requirements.
  • Microsoft Clarity. We may use Microsoft Clarity to understand how visitors interact with our website through features such as session recordings, interaction data and heatmaps.
  • Microsoft Bing and advertising services. We may use Microsoft services associated with Bing to support advertising and measure campaign performance. Relevant browsing interactions and online identifiers may be processed depending on the services enabled.
  • WhatsApp. We may use WhatsApp to communicate with customers and prospective customers. Information you share through WhatsApp, including your telephone number, messages, images and project details, may be processed to respond to enquiries and provide customer support.
  • Third-party privacy policies. These providers may process information under their own privacy policies and terms. Depending on the service and activity, a provider may act as our processor or as an independent controller.

7. Cookies and similar technologies

  • What cookies are. Cookies and similar technologies may be used to operate essential website functions, remember preferences, analyse website usage and support advertising.
  • Essential cookies. Certain cookies are necessary for the website to function properly, including features related to shopping, account functionality and order processing.
  • Analytics and advertising cookies. We may use analytics and advertising technologies, including those associated with Google and Microsoft, to understand website usage and measure advertising performance.
  • Managing your preferences. Non-essential cookies and tracking technologies will be used in accordance with applicable consent requirements. You can manage your preferences through the cookie consent controls available on our website and through your browser settings.

8. Marketing communications

  • When we send marketing. We may send information about our products, services, offers and updates where we are legally permitted to do so.
  • Your preferences. We will obtain consent where required by law and respect applicable rules for electronic marketing communications.
  • Unsubscribing. You can opt out of marketing emails at any time by using the unsubscribe link included in the message or by contacting us directly.
  • Service communications. Opting out of marketing will not prevent us from sending essential communications about your existing order, quotation or project where necessary.

9. How long we keep your information

  • Retention periods. We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing our services, maintaining business records, resolving disputes and complying with legal obligations.
  • Order and accounting records. Certain transaction and accounting records may need to be retained for applicable statutory periods.
  • Enquiries and marketing information. Enquiry records, customer communications and marketing information may be retained for different periods depending on their purpose and applicable requirements.
  • Deletion. When information is no longer required, we will take appropriate steps to delete it or anonymise it securely, subject to applicable legal obligations.

10. International transfers

  • Transfers outside the UK. Some of our third-party service providers may process or store personal information outside the United Kingdom.
  • Safeguards. Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer complies with applicable data protection law. This may include relying on adequacy regulations, approved contractual safeguards or another lawful transfer mechanism.
  • Further information. You can contact us using the details in this policy if you would like further information about the safeguards applicable to a particular transfer.

11. How we protect your information

  • Security measures. We take reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
  • Limitations. No method of electronic transmission or storage is completely secure. Although we work to maintain appropriate safeguards, we cannot guarantee absolute security.

12. Your data protection rights

  • Right of access. You may have the right to request a copy of the personal information we hold about you.
  • Right to rectification. You may request that inaccurate or incomplete information be corrected.
  • Right to erasure. You may request deletion of your personal information in certain circumstances.
  • Right to restriction. You may have the right to restrict the processing of your information in certain circumstances.
  • Right to object. You may object to certain processing activities, including direct marketing.
  • Right to data portability. In certain circumstances, you may request that information you provided to us be supplied to you or transferred to another organisation.
  • Withdrawal of consent. Where processing is based on consent, you may withdraw your consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.
  • Exercising your rights. To exercise your rights, please contact us using the contact details in this policy. We may need to verify your identity before responding. These rights are subject to applicable legal conditions and exemptions.

13. Complaints

  • Contact us first. If you have concerns about how we handle your personal information, we encourage you to contact us so that we can try to resolve your concerns.
  • Information Commissioner’s Office. You may also complain to the UK Information Commissioner’s Office (ICO), the UK’s data protection regulator. Its website is https://ico.org.uk/. The ICO telephone number is 0303 123 1113.

14. Third-party websites and services

  • External websites. Our website may contain links to third-party websites or allow you to interact with external services, including payment providers and messaging platforms.
  • Third-party privacy practices. We are not responsible for the privacy practices of websites or services that we do not control. We recommend reviewing their privacy policies before submitting personal information to them.

15. Children’s privacy

  • Information about children. Our products and services are not specifically directed at children. We do not knowingly collect children’s personal information where doing so would be inappropriate or unlawful.
  • Concerns. If you believe a child has provided personal information to us, please contact us so that we can assess the situation and take appropriate action.

16. Changes to this privacy policy

  • Updates. We may update this Privacy Policy to reflect changes to our business, website, third-party services or legal obligations.
  • Publication. Any changes will be published on this page. Please review this page periodically to stay informed about how we handle personal information.

17. Contact us

Last updated: 11 October 2026