1. Who is responsible for your information
Stretcharama Ltd is the controller of the personal information described in this policy. Questions or requests can be sent to info@stretcharama.co.uk or to our registered office.
2. Information we may collect
- Identity and contact details, such as name, address, email address and telephone number.
- Enquiry and project details, including room type, measurements, design preferences, budgets, plans, messages and consultation notes.
- Property and site information, including installation address, access details, photographs and videos supplied by you or taken with permission.
- Quotation, contract, invoice, payment and transaction records. We do not normally store full payment-card details.
- Communication and marketing preferences, including records of consent and opt-outs.
- Website and device information, such as IP address, browser, approximate location, pages visited, referral source and cookie identifiers, where permitted.
- Complaint, guarantee, service and aftercare records.
3. How we collect information
- Directly from you through website forms, telephone calls, email, text messages, surveys, consultations, orders and site visits.
- From another person acting for you, such as an architect, interior designer, pool contractor, builder or family member.
- Automatically through cookies and similar technologies, but only where the law allows and, for non-essential cookies, after any required consent.
- From publicly available sources or professional partners where this is necessary for a project and lawful.
4. Why we use information and our lawful bases
- To answer enquiries, arrange consultations, prepare quotations and take steps requested before a contract: contract or steps before entering a contract.
- To survey, manufacture, install, invoice, provide aftercare and administer guarantees: contract.
- To keep accounting, tax, safety and other legally required records: legal obligation.
- To manage complaints, protect our rights, prevent fraud, improve service and maintain project records: legitimate interests, balanced against your rights.
- To send marketing emails or texts: consent, or the limited “soft opt-in” where all legal requirements are met.
- To use non-essential analytics or mapping cookies: consent where required by the Privacy and Electronic Communications Regulations.
5. Marketing emails and text messages
We may send information about relevant Stretcharama services where you have actively agreed to receive it, or where the limited soft opt-in applies because your details were obtained during a sale or genuine negotiations for a sale, the marketing concerns similar services, and you were offered a clear opt-out when your details were collected and in every message.
An enquiry does not give us unrestricted permission to send marketing. Our website forms should provide a clear, optional marketing choice where consent is being requested.
You can unsubscribe at any time by using the link in an email, replying STOP to a marketing text where available, or emailing info@stretcharama.co.uk. Service messages about an enquiry, quotation, installation or guarantee are not marketing.
6. Website analytics
We use Google Analytics to understand how people use our website and to improve its content and performance.
Analytics may collect device, browser, approximate location, referral and usage information through cookies or similar identifiers. Non-essential analytics should remain disabled until the visitor has made the required cookie choice.
Google may process information outside the United Kingdom. Where personal information is transferred internationally, appropriate legal safeguards should be used.
7. Google Maps
Our website may use Google Maps to display our location or help with directions. An embedded map may allow Google to collect device, usage and location-related information and may set cookies.
Where consent is required, the interactive map should not load until the visitor accepts the relevant cookies. A simple link or privacy-friendly static alternative may be shown instead.
8. Photographs and project images
We may use photographs for surveys, design, installation records, technical support, complaints and guarantee administration where necessary for the project.
We will obtain permission before using identifiable project photographs in public marketing. We will not publish a customer’s name or full address with a project image without specific permission.
You may withdraw marketing-image permission for future use. This may not require us to recall material already lawfully printed or published, but we will consider reasonable requests.
9. Who we may share information with
- Employees, installers and authorised contractors who need the information to perform the project.
- Membrane manufacturers, printers, lighting suppliers and other specialist suppliers where necessary to fulfil the order.
- IT, website hosting, email, analytics, mapping, customer-management, accounting, payment and professional service providers.
- Insurers, legal advisers, regulators, law-enforcement bodies or courts where required or reasonably necessary.
- A purchaser or adviser involved in a proposed sale or restructuring of the business, subject to appropriate confidentiality and legal safeguards.
We do not sell personal information.
10. International transfers
Some technology providers may process personal information outside the United Kingdom. When this happens, we will use an approved legal mechanism where required, such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to approved contractual clauses, together with appropriate checks and safeguards.
11. How long we keep information
- Enquiries that do not proceed: normally up to two years after the last meaningful contact, unless a longer period is needed for a complaint or legal issue.
- Customer contracts, quotations, invoices and core project records: normally seven years after completion to meet accounting, tax and legal needs.
- Guarantee and essential installation records: for the 15-year guarantee period and a reasonable period afterwards where needed to handle a claim.
- Marketing records: until consent is withdrawn, the soft opt-in no longer applies, or the information is no longer needed. We may keep a minimal suppression record to make sure we respect an opt-out.
- Cookie information: for the periods described in the Cookie Policy and cookie preference tool.
We may retain information for longer where required by law or necessary to establish, exercise or defend legal claims.
12. Security
We use reasonable technical and organisational measures to protect personal information, including access controls, appropriate passwords, secure systems and limiting information to people who need it.
No internet or storage system is completely secure. If a personal-data breach creates a legal duty to notify you or the Information Commissioner’s Office, we will do so.
13. Your rights
- Depending on the circumstances, you may have the right to ask for access, correction, deletion, restriction, transfer or objection to the use of your information.
- Where we rely on consent, you may withdraw it at any time without affecting earlier lawful use.
- Where we rely on legitimate interests, you may object. You have an absolute right to object to personal information being used for direct marketing.
To make a request, email info@stretcharama.co.uk. We may need to verify your identity. There is normally no charge, and we will respond within the period required by law.
14. Complaints
Please contact us first so we can investigate. You also have the right to complain to the Information Commissioner’s Office. Current contact details and complaint procedures are available on the ICO website.
15. Changes to this policy
We may update this policy when our services, systems or legal obligations change. The latest version will be published on our website with a revised review date.
Last reviewed: July 2026.