Privacy Policy

Introduction

Halcyon Timber is a trading name of Halcyon Home Solutions Limited. We are committed to protecting and respecting your privacy and personal information.

This policy explains how we collect, use, disclose, store and protect your personal information when you:

• Visit or use our website.
• Create an account or place an order.
• Request a quotation or make an enquiry.
• Contact us by telephone, email, contact form or social media.
• Subscribe to marketing communications.
• Otherwise interact with Halcyon Timber.

Please read this policy carefully so that you understand how and why we use your personal information.

Who We Are

Halcyon Home Solutions Limited is the data controller responsible for determining how and why your personal information is processed.

Our Commitment

We aim to process personal information in accordance with applicable UK data protection law. This means that we will:

• Process information lawfully, fairly and transparently.
• Collect information only for specified, legitimate purposes.
• Limit the information collected to what is reasonably necessary.
• Take reasonable steps to keep information accurate and up to date.
• Keep information only for as long as it is reasonably required.
• Protect information through appropriate technical and organisational safeguards.

Information We Collect

The information we collect depends on how you interact with us. It may include the following categories:

How We Collect Your Information

We may collect personal information directly from you when you:

• Create an account or place an order.
• Request a quotation or contact our team.
• Complete a website form.
• Communicate with us by telephone, email or social media.
• Subscribe to marketing communications.
• Submit a review or provide feedback.

We may also collect information automatically through cookies, analytics tools and similar website technologies.

Information may also be provided to us by third parties involved in delivering our services, including:

• Payment providers.
• Delivery and logistics partners.
• Fraud-prevention and identity-verification services.
• Advertising and analytics providers.
• Website, ecommerce and customer-service platforms.

How We Use Your Information

We may use your personal information to:

• Process, accept and fulfil your order.
• Take and verify payment.
• Arrange collection, delivery or redelivery.
• Manage returns, refunds and complaints.
• Provide quotations and product advice.
• Respond to enquiries and customer-service requests.
• Administer your account.
• Maintain records of purchases and communications.
• Prevent fraud, misuse and security incidents.
• Improve our website, products and services.
• Measure website use and advertising performance.
• Send permitted marketing communications.
• Comply with our legal, tax and regulatory obligations.
• Establish, exercise or defend legal claims.

Our Lawful Bases

We only process personal information where we have an appropriate lawful basis. Depending on the circumstances, we may rely on:

Where we rely on legitimate interests, those interests may include operating and improving our business, preventing fraud, securing our website, responding to customers and understanding how our services are used.

Marketing and Communications

We may send you marketing communications where you have given valid consent or where we are otherwise permitted to do so under applicable electronic marketing rules.

In limited circumstances, we may contact existing customers about our own similar products or services where:

• We obtained your contact details during a sale or genuine negotiation for a sale.
• The communication concerns our own similar products or services.
• You were given a clear opportunity to opt out when your details were collected.
• Every marketing communication includes a simple way to unsubscribe.

We do not sell your personal information to third parties for their own marketing purposes.

Cookies and Advertising

Our website may use cookies and similar technologies to:

• Enable essential website and checkout functions.
• Remember settings and preferences.
• Understand website traffic and performance.
• Identify errors and improve usability.
• Measure advertising effectiveness.
• Deliver more relevant advertising where permitted.

Essential cookies may operate because they are required for the website or a service you have requested. Where consent is required for non-essential cookies, we will request it through our cookie controls before those cookies are used.

You can review or change your cookie preferences through our cookie banner or browser settings. Blocking some cookies may affect how parts of the website function.

Further details are available in our separate Cookie Policy.

Sharing Your Information

We may share personal information with trusted organisations where reasonably necessary to operate our business and provide our services.

These organisations may include:

• Payment processors and banks.
• Delivery, haulage and logistics providers.
• Product suppliers and fulfilment partners.
• Website hosting and ecommerce providers.
• Email, customer-service and communication providers.
• Analytics and advertising providers.
• Accountants, insurers, solicitors and professional advisers.
• Fraud-prevention and security providers.
• Government, law-enforcement and regulatory authorities.

We require service providers acting on our behalf to use personal information only for the agreed purpose and to protect it appropriately.

We may also disclose information in connection with a proposed sale, restructuring, merger or transfer of all or part of our business, subject to appropriate confidentiality and data-protection safeguards.

Payment Processing

Payments made through our website are processed by independent payment providers. The payment options available may include card payments, digital wallets and payment or credit services.

Payment providers process information under their own privacy terms and may carry out fraud, identity, security or affordability checks where relevant to the service selected.

We may receive limited payment information such as payment status, transaction reference, payment method and limited card identifiers. We do not normally receive your complete card number or security code.

International Transfers

Some organisations that support our website, payments, analytics, communications or advertising may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take steps intended to ensure that an appropriate transfer mechanism and safeguards are in place where required.

These safeguards may include:

• A UK adequacy regulation confirming that the destination provides an adequate level of protection.
• Approved contractual protections such as the UK International Data Transfer Agreement or an approved UK Addendum.
• Another lawful transfer mechanism permitted under applicable data-protection law.

How We Keep Information Secure

We use appropriate technical and organisational measures intended to protect personal information against unauthorised access, alteration, loss, disclosure or destruction.

These measures may include:

• Encrypted website connections using SSL/TLS.
• Access controls and password protection.
• Restricted access based on business need.
• Use of reputable hosting and service providers.
• Software, security and system updates.
• Payment processing through specialist providers.
• Appropriate backup and recovery measures.
• Internal procedures for handling security incidents.

No method of transmitting or storing information is completely secure. However, we take reasonable steps to reduce risk and respond appropriately to suspected incidents.

Where a personal-data breach creates a legal obligation to notify affected individuals or the Information Commissioner’s Office, we will do so.

How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, accounting, tax, warranty and reporting requirements.

The appropriate retention period depends on:

• The type and amount of information.
• The reason it was collected.
• Whether an account or customer relationship remains active.
• Applicable tax, accounting or legal obligations.
• Warranty, complaint or dispute periods.
• The risk associated with retaining the information.

Transaction and accounting records will generally be retained for the period required by applicable tax and company-record obligations. Enquiries and customer-service records may be retained for a reasonable period to resolve issues and maintain an appropriate business record.

When personal information is no longer required, we will delete, anonymise or securely dispose of it, unless continued retention is permitted or required by law.

Your Data-Protection Rights

Depending on the circumstances, UK data-protection law may give you the right to:

These rights are not absolute and may not apply in every situation. We may need to request reasonable information to confirm your identity before responding.

You will not normally be charged for exercising your rights. However, the law may allow a reasonable fee or refusal where a request is manifestly unfounded or excessive.

To exercise a right, contact us using the details at the end of this policy.

Children’s Information

Our website and products are intended for adults and are not designed as services for children. We do not knowingly seek to collect personal information directly from children.

Where you believe that a child has provided personal information to us without appropriate authority, please contact us so that we can review and, where appropriate, remove the information.

Automated Decision-Making

We do not normally make decisions about customers based solely on automated processing where those decisions produce legal or similarly significant effects.

Payment, fraud-prevention or credit providers may use automated systems when assessing transactions or eligibility for their services. Where this occurs, the relevant provider’s privacy information will explain its processing and available rights.

Questions and Complaints

Please contact us first if you have a question or concern about how we have handled your personal information. We will try to investigate and resolve the issue promptly.

You also have the right to lodge a complaint with the Information Commissioner’s Office, the UK supervisory authority for data protection.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes to our services, business practices, providers or legal obligations.

The latest version will be published on our website. Where a change is significant, we may also provide an additional notice where appropriate.

The date at the top of this page identifies when the policy was last updated.

Contact Us

Contact us if you have a question about this policy, want to exercise a data-protection right or wish to raise a privacy concern.