Private Policy
Last updated: 27 July 2026
1. About us
Timberwharf Flooring Ltd is committed to respecting and protecting your personal information.
For data protection purposes, the controller of your personal information is:
Timberwharf Flooring Ltd
Company number: 12317414
Registered office:
London Accounting Group Ltd
26 Theydon Road
London
E5 9NA
Trading address:
Unit 8A, Ravensdale Industrial Estate
Timberwharf Road
London
N16 6DB
Website: timberwharfflooring.net
Email: info@timberwharfflooring.net
Telephone: 020 3813 4990
Timberwharf Flooring Ltd is an active UK private limited company registered under company number 12317414. (Companies House)
2. When this policy applies
This Privacy Policy explains how we collect and use personal information when you:
- Visit or use our website;
- Create an online account;
- Place or enquire about an order;
- Request samples or quotations;
- Contact us by telephone, email, website form or another method;
- Visit our premises;
- Subscribe to marketing communications;
- Apply for a trade account; or
- Deal with us as a customer, supplier or business contact.
3. Personal information we collect
Depending on how you interact with us, we may collect:
Identity and contact information
Your name, company name, billing address, delivery address, email address and telephone number.
Account information
Your username, encrypted password, account preferences, saved addresses and order history.
Order and transaction information
Details of products, samples or services purchased, order values, invoices, payments, deliveries, returns, refunds, warranties and customer-service history.
Payment information
Payments are normally handled by secure third-party payment providers. We generally do not receive or store your complete debit or credit-card details. We may receive limited information such as payment status, payment method and transaction reference.
Communications
Emails, website enquiries, telephone notes, complaints, reviews, feedback and other communications between you and us.
Technical and website information
Your IP address, browser type, device information, pages visited, referring website, approximate location, cookie identifiers and information about how you use our website.
Marketing information
Your communication preferences and whether you have subscribed, unsubscribed or objected to receiving marketing.
Business information
Where you deal with us as a business, we may collect your job title, employer, business contact details, purchase history, credit information and other details necessary to manage our commercial relationship.
4. How we collect your information
We may collect information:
- Directly from you when you place an order, complete a form, create an account or contact us;
- Automatically through our website, cookies and similar technologies;
- From payment providers, delivery companies and marketplace platforms;
- From suppliers or manufacturers assisting with an order or warranty;
- From publicly available sources, including Companies House; and
- From fraud-prevention, identity-verification or credit-checking providers where appropriate.
5. How and why we use your information
We must have a valid lawful basis before using personal information and must explain both our purposes and lawful bases. (Information Commissioner’s Office)
We use personal information for the following purposes:
Processing orders and providing services
We use your information to:
- Confirm and process orders;
- Take and verify payments;
- Arrange deliveries and collections;
- Provide samples and quotations;
- Process returns, refunds and warranty claims;
- Contact you regarding an order; and
- Manage your online account.
Our lawful basis is normally that processing is necessary to perform a contract with you or take steps at your request before entering into a contract.
Customer service
We use your information to answer enquiries, provide product advice, investigate issues and resolve complaints.
Our lawful basis is performance of our contract and our legitimate interest in providing effective customer service and managing our business.
Legal and financial obligations
We use information to maintain invoices, accounting records, tax records, delivery evidence and other legally required records.
Our lawful basis is compliance with our legal obligations.
Fraud prevention and website security
We may use information to verify transactions, prevent fraud, secure our systems, investigate suspicious activity and protect our company and customers.
Our lawful basis is compliance with legal obligations and our legitimate interests in preventing fraud, protecting our systems and enforcing our legal rights.
Improving our website and services
We may analyse website use, customer enquiries, purchases and feedback to improve our website, product range, customer service and business operations.
Our lawful basis is our legitimate interest in operating and improving our business. Where consent is required for cookies or similar technologies, we rely on your consent.
Marketing
We may send information about our products, offers and services where you have consented or where applicable law allows us to contact existing customers about similar products.
Every electronic marketing message will provide a way to unsubscribe. Existing-customer marketing is permitted only where the legal requirements are met, including an opportunity to opt out when details are collected and in every subsequent message. (Information Commissioner’s Office)
Handling data protection complaints
We use personal information to receive, investigate, respond to and maintain records of data protection complaints.
Our lawful basis is compliance with our legal obligations.
6. When information is required
Certain information, including your name, contact details, billing address, delivery address and payment information, may be necessary to enter into or perform a contract.
Without this information, we may be unable to accept an order, deliver products, provide a refund, open an account or respond properly to your request.
7. Who we share information with
We may share information where necessary with:
- Payment processors and banks;
- Website hosting, e-commerce and IT providers;
- Couriers, delivery companies, warehouses and logistics providers;
- Product suppliers and manufacturers;
- Email, communications and customer-service providers;
- Analytics and cookie providers, subject to applicable consent requirements;
- Fraud-prevention, identity-verification and security providers;
- Accountants, auditors, insurers, solicitors and other professional advisers;
- Government departments, regulators, courts and law-enforcement authorities;
- Debt-recovery or dispute-resolution providers; and
- A buyer, investor or adviser connected with a sale, restructuring or transfer of our business.
These organisations receive only the information reasonably necessary for their role and must handle it lawfully.
We do not sell or rent personal information to third parties.
8. Payment providers
Payment options may be provided by third-party payment companies displayed during checkout.
A payment provider may collect and use information as an independent controller under its own privacy notice. You should review the provider’s privacy information before completing payment.
We may receive confirmation that a payment was approved or declined, together with a transaction reference and limited payment details.
9. Deliveries
We share your name, delivery address, telephone number, email address and relevant order details with couriers or delivery partners where necessary to complete your delivery, provide tracking updates, arrange access or resolve delivery problems.
10. Cookies and similar technologies
Our website uses cookies and similar technologies to:
- Make the website function;
- Remember selections and basket contents;
- Maintain security;
- Understand website performance;
- Measure visitor activity; and
- Support advertising or marketing where enabled.
PECR applies alongside the UK GDPR to electronic marketing, cookies and similar technologies. Where consent is legally required, non-essential cookies should not be used until valid consent has been obtained. (Information Commissioner’s Office)
Further information should be provided through our Cookie Policy and cookie-preference tool.
11. International transfers
Some service providers may store or access information outside the United Kingdom.
Where this happens, we take appropriate steps to ensure that the transfer is lawful. This may include relying on:
- UK adequacy regulations;
- The UK International Data Transfer Agreement;
- The UK Addendum to approved contractual clauses;
- Other legally approved safeguards; or
- A permitted legal exception.
UK international-transfer rules require restricted transfers to be covered by adequacy regulations, appropriate safeguards or a valid exception. (Information Commissioner’s Office)
You may contact us for further information about the safeguards used for a particular transfer.
12. How long we keep personal information
We keep information only for as long as reasonably necessary for the relevant purpose, including legal, accounting, tax, fraud-prevention and dispute requirements.
Our normal retention periods are:
- Orders, invoices, refunds and accounting records: normally six years after the relevant transaction or accounting period;
- Customer accounts: while active and normally for up to six years after the final transaction;
- General enquiries and quotations: normally up to two years after the enquiry is closed;
- Complaints and disputes: normally up to six years after final resolution;
- Marketing information: until you unsubscribe, object or the information is no longer required;
- Opt-out records: for as long as necessary to ensure we continue to respect your request;
- Cookie and analytics information: for the periods described in our Cookie Policy or cookie-preference tool.
VAT records generally need to be kept for at least six years. (GOV.UK)
We may keep information for longer where required by law, a regulator, court proceedings, a dispute or a reasonable expectation of legal claims.
13. Keeping information secure
We use appropriate technical and organisational measures designed to protect personal information from unauthorised access, loss, alteration, disclosure or misuse.
These measures may include access controls, encryption, secure payment providers, backups, system monitoring, staff access restrictions and contractual protections with service providers.
However, no internet-based service or storage system can be guaranteed to be completely secure.
14. Your data protection rights
Depending on the circumstances and lawful basis used, you may have the right to:
- Request access to your personal information;
- Ask us to correct inaccurate or incomplete information;
- Ask us to erase information;
- Ask us to restrict how information is used;
- Object to certain uses of your information;
- Receive certain information in a portable format;
- Withdraw consent at any time;
- Object to direct marketing; and
- Request human intervention where a legally significant decision is made solely by automated means.
These rights are not always absolute, and legal exemptions may apply.
To exercise a right, contact:
Please include enough information for us to identify you and understand your request. We may request reasonable proof of identity.
We will normally respond without undue delay and within one month, subject to any lawful extension. (Information Commissioner’s Office)
15. Your right to object
You have an absolute right to object to the use of your personal information for direct marketing.
You may unsubscribe using the link in a marketing message or contact us at:
You may also object where we rely on legitimate interests. We will stop the relevant processing unless we have compelling legitimate grounds to continue or the information is required for legal claims.
The right to object to direct marketing must be brought clearly and separately to people’s attention. (Information Commissioner’s Office)
16. Automated decision-making
We do not currently make decisions based solely on automated processing that produce legal or similarly significant effects on customers.
Payment, fraud-prevention or finance providers may carry out their own automated checks under their respective privacy notices.
17. Data protection complaints
To make a complaint about how we have used your personal information, email:
Please use the subject line:
Data Protection Complaint
We will:
- Provide a clear method for making a complaint;
- Acknowledge your complaint within 30 days;
- Investigate it appropriately;
- Keep you informed where necessary; and
- Explain the outcome of our investigation.
Since 19 June 2026, UK organisations must provide a clear complaints process, acknowledge complaints within 30 days, investigate them and communicate the outcome. (Information Commissioner’s Office)
You also have the right to complain to:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113 (Information Commissioner’s Office)
We would appreciate the opportunity to address your concerns directly before you contact the ICO.
18. Children’s information
Our website and products are not specifically directed at children, and we do not knowingly collect personal information from children except where necessary and lawful.
A parent or guardian who believes that a child has provided information to us should contact us.
19. External websites
Our website may contain links to other websites. We are not responsible for how those third-party websites collect or use personal information.
You should review the privacy policy of any external website you visit.
20. Changes to this policy
We may update this Privacy Policy to reflect legal, regulatory, technical or business changes.
The latest version will be published on this page with the revised “last updated” date.
21. Contact us
For questions, requests or complaints regarding this Privacy Policy or your personal information, contact:
Timberwharf Flooring Ltd
Unit 8A, Ravensdale Industrial Estate
Timberwharf Road
London
N16 6DB
Email: info@timberwharfflooring.net
Telephone: 020 3813 4990
Before publishing, check that the payment methods, analytics tools and cookie services actually used on the website match this policy. You also need a working cookie banner and Cookie Policy if the site uses analytics, advertising or other non-essential cookies; the Privacy Policy alone does not provide valid cookie consent.