Privacy policy.

Renuvo Trading Ltd T/A Renuvo Flooring is the controller of the personal information described in this policy. Our registered office is 166 Linacre Road, Liverpool, England, L21 8JU.

This policy applies when you use renuvoflooring.com, portal.renuvoflooring.com or deal with us in connection with an enquiry, account, sample, project, order, delivery, collection or TakeBack consignment.

Depending on your relationship with Renuvo, we may collect:

• your name, job title, employer or company, business contact details and correspondence;
• company, account, VAT, access and account-administration information;
• project, product, sample, reservation, order, delivery, collection and TakeBack details;
• delivery, collection and site addresses, access details and nominated contacts;
• purchase orders, invoices, payment status and payment-provider references;
• product, site and access photographs or videos, delivery notes, operational comments, reports and certificates; and
• device, browser, IP address, cookie choices, analytics and security-log information.

Our services are intended for organisations and business users. They are not directed at children.

We usually receive information directly from you. We may also receive it from your employer, an authorised colleague or company administrator, and from payment, delivery, collection or other service providers involved in fulfilling your request.

We may use information from public business sources where reasonably necessary to verify an organisation or contact the appropriate business representative.

We use personal information only where we have a lawful basis. The basis depends on what you ask us to do and the information involved.

In practice, this includes responding to enquiries, assessing account applications, administering access, fulfilling transactions, arranging logistics, processing TakeBack consignments, producing invoices and reports, communicating service updates, keeping operational records, resolving issues and maintaining the security of our services.

We share only what is reasonably necessary with:

• website, portal, hosting, storage, security, backup and IT suppliers;
• Stripe and other providers used to process or record payments;
• Microsoft 365 and providers used to deliver service and account communications;
• Google services used for security checks, consented analytics and business backups;
• collection, delivery and logistics providers involved in the service you requested;
• accountants, insurers and professional advisers; and
• regulators, courts, law-enforcement bodies or other parties where disclosure is required by law or necessary to establish, exercise or defend legal rights.

Our suppliers act under their own legal responsibilities or on our instructions, as appropriate. We do not sell personal information.

Card payments are processed by Stripe. Renuvo receives transaction details such as the payment result, amount, currency and provider reference, but does not receive or store your full card number or security code. Stripe processes information under its own privacy policy.

For BACS and account payments, we retain the information required to issue and reconcile invoices and maintain the customer’s financial record.

TakeBack records may include site, collection, logistics and product details; photographs; delivery documents; warehouse observations; tiering results; reports; certificates; invoices and communications.

Some suppliers may process information outside the UK. Where UK data-protection law requires safeguards, we use an applicable UK adequacy regulation or appropriate contractual protections, such as the UK International Data Transfer Agreement or UK Addendum. Contact us if you would like more information about safeguards relevant to your information.

We retain information only for as long as it is needed for the purpose for which it was collected, including to provide services, maintain necessary operational records and meet legal, accounting or reporting duties.

• Enquiries and applications are kept for as long as reasonably needed to respond, manage the relationship and deal with follow-up matters.
• Orders, invoices, payments and supporting financial records are normally kept for at least six years from the end of the financial year to which they relate, and longer where the law or an active enquiry requires it.
• TakeBack, product, quality, reporting, certificate and traceability records may be retained for longer where necessary to preserve an accurate consignment or product history, support a claim or meet an agreed reporting need.
• Information in backups remains until the relevant backup is securely overwritten or expires under our backup cycle.

When information is no longer required, we delete it, anonymise it or otherwise put it beyond use where appropriate.

We use appropriate technical and organisational measures designed to protect personal information from unauthorised access, loss, alteration or disclosure. Access is limited to people and service providers who need it for their role.

We use essential cookies to operate and secure the website and portal. With your choice, we may also use analytics cookies to understand how the website is used and improve it. Our forms may use Google reCAPTCHA to help prevent spam and abuse.

Use Manage consent on the website to review or change your cookie choices. Withdrawing consent does not affect processing that took place before it was withdrawn.

We send marketing communications only where permitted by law. You can opt out at any time by using the unsubscribe option in the message or contacting us. Service, account, order, payment and TakeBack communications are not marketing and may still be sent where needed to provide the service.

Depending on the circumstances and lawful basis, you may have the right to:

• ask for access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask for deletion or restriction of processing;
• object to processing based on legitimate interests or to direct marketing;
• receive certain information in a portable format; and
• withdraw consent at any time where we rely on consent.

These rights are not absolute and their application depends on the circumstances. We may need to confirm your identity before responding. There is normally no charge, and we aim to respond within one month unless the law permits more time.

Renuvo does not make decisions that produce legal or similarly significant effects solely by automated means. Payment providers may carry out automated fraud and risk checks under their own privacy information.

We review this policy as our services and legal obligations change. The current version and its last-updated date will remain available on this page. Where a material change affects you directly, we will provide an appropriate additional notice.

Contact us with a privacy question, to exercise a right or to raise a concern. We will take it seriously and respond as promptly as we can.

You also have the right to complain to the Information Commissioner’s Office. You can find guidance and submit a complaint through the ICO website.