Terms and conditions

Terms & Conditions

We are an online flooring retailer who operate and maintains the site www.totalwoodflooring.com, registered in England and Wales under the company number 10793547.

The terms "we", "us" or "the company" relates to Paradise Flooring Ltd, 119 Harris Way, Sunbury-on-Thames, TW16 7EL trading as totalwoodflooring.com. The term "you" relates to the customer/consumer.

The Company and personal information: Your privacy is very important to us. We shall therefore only use your name and other information which relates to you in the manner set out in this policy and in a way that is fair to you. We will only collect information where it is necessary for us to do so and if it is relevant to our dealings with you. We are committed to lawful, fair and transparent processing of all personal information about our employees, customers, suppliers and other third parties during the course of our business activities.

We believe in allowing customers to update, manage and view their data at any point in time through their online account or through request, to help us deliver a consistent, cohesive and relevant experience.

We will always comply with any applicable data protection legislation and we will ensure that collection and use of personal information is carried out in accordance with applicable data protection laws. The main law governing data protection is the General Data Protection Regulation (Regulation (EU) 2016/679 of 27 April 2016) known as the “GDPR”.

What this policy is: This policy (and any other documents referred to in it, together with any privacy notice displayed on our website) sets out the basis on which we will process any personal information about you or individuals generally - whether it’s information we collect from those individuals or that is provided to us from other sources. This policy sets out rules on data protection and the legal conditions that must be satisfied when we obtain, handle, process, transfer or store personal information.

Registration: While the Data Protection Act 1998 requires us to be registered with the Information Commissioner’s Office, we will remain registered under registration number: Z1146402. We will also comply with any successor notification requirements.

Controlling and processing information: We are the controller of all personal information used in our business for our own commercial purposes. Sometimes though, we will process personal information on behalf of another data controller – and when this is the case, we will do so only in accordance with the instructions of that data controller and otherwise in accordance with the GDPR.

Why you should read this policy: It is important that you read this policy, together with any other documents referred to in it, so that you are aware of how any personal information relating to you will be dealt with by us.

1. Data Protection Principles

We are accountable for demonstrating compliance with the GDPR’s six principles of processing personal information. These provide that personal information we deal with must be:

Processed fairly, lawfully and in a transparent manner;
Collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes;
Adequate, relevant and limited to what is necessary;
Accurate and, where necessary, kept up to date;
Not kept for longer than necessary; and
Processed securely, maintaining integrity and confidentiality.

We believe in transparency of telling you clearly what we will do with personal information collected during a transaction process and provide clear opportunity for you to manage your preferences when you complete the transaction and have opened an account with us.

2. Some Basic Definitions We Use In This Policy

Personal information: In this policy, when we use the term “personal information” we mean any information relating to an identified or identifiable human being...

Sensitive personal information: In this policy, when we use the term “sensitive personal information” we mean special categories of information which are personal information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership...

3. The Kind of Personal Information We Hold About You

We may collect, record, organise, structure, store, adapt, alter, retrieve, consult, use, disclose by transmission, disseminate or otherwise make available, align or combine, restrict, erase or destroy the following types of personal information about you:

Personal contact details such as name, title, addresses, telephone numbers, and personal email addresses.
Demographic information such as your postcode.
Information relevant to customer surveys and/or offers.
Financial Data.
Any information you make available, or transmit to us, via social media accounts.
Details of transactions you carry out through our website or by other means...
Details of your visits to our website including, but not limited to, traffic data, location data, weblogs and other communication data...
We may record telephone conversations for training and security purposes.
Closed circuit television recordings within our premises for safety and security purposes.
We do not collect, store or use sensitive personal information.

4. How Is Your Personal Information Collected?

During our business, we may collect personal information directly from an individual:

when you provide information in relation to the purchase of goods, or in relation to services we might provide to you;
when you submit an enquiry about our goods or services;
when you sign up to our mailing list;
when you provide personal information directly to members of our team;

We will only collect personal information to the extent that it is required for the specific purpose notified to individuals about whom we are collecting it and/or as instructed by any data controller on whose behalf we are acting - and we will keep it only as long as is necessary.

5. How We Will Use Personal Information

We will only use personal information when the law allows us to do so and relying on a relevant basis for lawful processing in each instance. We will use your personal information in the following circumstances, relying on the basis of processing indicated;

Basis of processing: Where we need to perform a contract, we are about to enter into or have entered into with you.

To provide you with information, products or services that you request from us, including any password reset requests (contact details).
To carry out our obligations arising from any contracts entered into between you and us, including contacting you with information and updates about your order (contact details, payment information, details relating to any delivery address and any information relating to personalisation status).

Basis of processing: Legitimate interests (ours or a third party’s).

To ensure that content from our website is presented in the most effective manner for you and for your device.
To provide you with information, products or services that we feel may interest you (where you have consented to be contacted for such purposes to the extent consent is required by law).
To allow you to participate in interactive features of our service, such as setting up an online account.
To notify you about changes to our service.
To maintain a basic amount of information about you and your transaction history, to provide you with a service tailored to your preferences.

Basis of processing: Compliance with legal or regulatory obligations.

To retain basic transaction details for the purpose of tax reporting.

Basis of processing: Consent.

To use non-essential cookies on our website (see “Cookies” section below for further information). You may withdraw consent at any time.
To send you direct marketing communications via email, text message, post or telephone call. You may withdraw consent at any time.

Other considerations about how we use personal information:

We may process your personal information for more than one lawful basis depending on the purpose.
We will only use personal information for the purposes collected, unless we reasonably consider another compatible reason.
Failure to provide required information may prevent us from performing a contract.
We may process data without knowledge or consent where required by law.
We may use aggregated, non-identifiable data for statistical purposes.
If you provide personal information about others, you must inform them that it may be processed by us.

6. Direct Marketing

We may use your personal information to provide you with information about goods and services that may be of interest to you. This may include:

sending promotional emails about new products, special offers, customer events or other useful information;
contacting you for market research purposes.

We will only process personal information for direct marketing with your consent. You have the right to withdraw consent at any time.

7. Consent

Where we rely on your consent, we ensure it is:

specific and for one or more specified purposes;
given by a clear affirmative act establishing a freely given, informed and unambiguous agreement.

8. Automated Decision-Making

Automated decision-making is where an electronic system uses personal information without human intervention. We may do this only if:

We notify you of the decision and give you 21 days to request reconsideration.
It is necessary to perform a contract with you and safeguards are in place.
You give explicit informed consent and safeguards are in place.

We will not make any decision that significantly affects you based solely on automated means without protecting your rights.

9. Data Sharing

Transfers outside the EEA: We may transfer personal information outside the European Economic Area if one of the GDPR conditions applies, such as adequate protection, explicit consent, contract performance, legal requirement, or authorised safeguards.

We may also transfer personal data to trusted suppliers outside the EEA for support services (e.g., payment processing), ensuring proper safeguards such as:

Transfers to countries deemed adequate by the European Commission.
Using EU-approved standard contractual clauses.
Transfers to US providers under the EU-US Privacy Shield (where applicable).

Sharing with third parties: We may share data within our group, during business sales/acquisitions, or where legally required. We may also share for fraud protection and credit risk reduction. Selected service providers may process personal data strictly under our instructions.

10. Data Security

We will always take appropriate technical and organisational measures to protect personal information against accidental or unlawful destruction or accidental loss, alteration, unauthorised disclosure or access, where the processing involves the transmission of data over a network, and against all other unlawful forms of processing. Unfortunately, the transmission of information via the Internet is not completely secure. Although we will take reasonable steps to protect your personal data, we cannot guarantee the security of your data transmitted over the Internet; any transmission is at your own risk.

Any payment transactions will be encrypted using “HSBC Secure”. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential.

We have put in place internal procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

11. Data Retention

We will not keep personal information in a form which permits identification of individuals for longer than is necessary for the purpose or purposes for which they were collected. We will take all reasonable steps to destroy, or erase from our systems, all data which is no longer required. To determine the appropriate retention period for personal information, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, and applicable legal requirements.

We may anonymise your personal information for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

12. Your Rights

Under certain circumstances, you have rights under data protection laws in relation to your personal information. You have the right to:

Request access to your personal information (data subject access request).
Request correction of the personal information that we hold about you.
Request erasure of your personal information where there is no good reason for us to continue processing it.
Object to processing where we rely on legitimate interest or for direct marketing purposes.
Request restriction of processing in specific circumstances.
Request transfer of your personal information to you or a third party.
Withdraw consent at any time where we rely on consent to process your data.

If you wish to exercise any of the rights set out above, please contact us at SALES@TOTALWOODFLOORING.CO.UK. We aim to respond to all legitimate requests within one month.

13. Cookies

Our website uses cookies. Cookies are tiny text files that we store on your browser or device if you agree. Cookies can help us recognise your device, save you time when visiting our website, and improve your browsing experience.

We use the following types of cookies:

Strictly necessary cookies – required for the operation of our website.
Analytical/performance cookies – help us recognise and count visitors and analyse site usage.
Functionality cookies – used to recognise you when you return to our website and remember your preferences.
Targeting cookies – record your visit, the pages you view, and links you follow, to make advertising more relevant to your interests.

You can block cookies in your browser settings, but this may affect access to parts of our website. For more information visit www.allaboutcookies.org.

14. Changes to This Policy

We reserve the right to change this policy at any time. Where appropriate, we will notify individuals of those changes by post or email. Each time you use our website, the current policy shall apply. Please keep us informed if your personal information changes during your relationship with us.

15. Contact

Questions, comments and requests regarding this policy are welcomed and should be addressed to sales@totalwoodflooring.co.uk.

You also have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you contact the ICO, so please contact us in the first instance.