Legal
Privacy policy
How we collect, use and protect your personal information.
Last updated: 3 October 2026
This policy explains how Veltrix Windows & Doors (“we”, “us”) collects and uses personal information when you visit this website, contact us, or ask us for a quote, survey, installation or repair. We are committed to handling your information lawfully and transparently under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1. Who we are
We are the controller of your personal data. Our details:
Veltrix Windows & Doors. Email info@veltrixwindowsdoor.co.uk, telephone 07411 496356.
2. Information we collect
Information you give us
- Contact details — name, telephone number, email address, postal address and postcode.
- Enquiry and job details — the products or repairs you are interested in, sizes, preferred appointment times, messages, and any photos or videos of your property you send us.
- Property access information — for example access arrangements, or tenant contact details provided by a landlord or agent.
- Contract and payment records — quotations, orders, invoices and payments, guarantee records and Building Regulations notifications.
Information collected when you use the website
- Technical data — our hosting provider processes your IP address, browser type and the pages requested in order to deliver the website and protect it against attacks. We do not use analytics or advertising cookies.
- Information stored on your device — the website assistant stores your conversation in your browser’s session storage so it is not lost between pages. It stays on your device, is not sent to us, and is cleared when you close the browser tab. See our cookie policy.
The website assistant runs entirely in your browser. It does not send what you type to us or to any third party unless you choose to continue the conversation on WhatsApp.
3. How we use your information and our lawful basis
| Purpose | Lawful basis |
|---|---|
| Responding to enquiries, preparing estimates and quotations, arranging surveys | Steps taken at your request before entering into a contract |
| Manufacturing, installing and repairing products; aftercare and guarantee claims | Performance of a contract |
| Registering installations with a Competent Person Scheme or building control; registering insurance-backed guarantees; keeping accounting and tax records | Legal obligation |
| Handling requests from landlords and agents for tenanted properties; keeping records to deal with complaints or legal claims; improving our service | Legitimate interests |
| Sending occasional offers or news (only if you have opted in) | Consent — you can withdraw it at any time |
We do not sell your personal information and we do not use automated decision-making or profiling.
4. WhatsApp, phone and email
When you press a button to send a form or a chat message on WhatsApp, the website opens a WhatsApp link (wa.me) that contains your message. WhatsApp (part of Meta) receives the text of that link when it opens, under its own terms and privacy policy. Your message reaches us only when you press send in WhatsApp, and messages sent in the WhatsApp app are end-to-end encrypted. Similarly, the buttons to send by email open your own email app, and the message is sent by your email provider.
5. Who we share information with
We share personal information only where necessary, with:
- manufacturers and suppliers, for ordering and warranty purposes (usually product and delivery details only);
- Competent Person Schemes (such as FENSA or Certass) or your local authority building control, to certify that work complies with Building Regulations — this requires the property address and details of the work;
- insurance-backed guarantee providers, to register your guarantee;
- subcontracted fitters working on our behalf under our instructions;
- service providers who host our website, email and business systems;
- our accountants, insurers and professional advisers;
- the police, courts or regulators where the law requires it.
6. International transfers
Some of our service providers (for example email, messaging and hosting providers) may process data outside the UK. Where they do, we rely on UK adequacy regulations or appropriate safeguards such as the UK International Data Transfer Agreement or Addendum.
7. How long we keep information
- Enquiries and quotations that do not proceed: up to 24 months, then deleted.
- Customer and job records: for the length of the guarantee plus six years, to deal with guarantee claims and legal obligations.
- Accounting records: as required by HMRC (normally six years).
8. Your rights
You have the right to: access your personal data; have inaccurate data corrected; have data erased; restrict or object to processing; data portability; and withdraw consent at any time where we rely on consent. To exercise any right, contact us using the details above. We will respond within one month. There is normally no charge.
9. Security
We use appropriate technical and organisational measures to protect personal information, including encrypted connections (HTTPS) on this website, access controls on our devices and accounts, and limiting access to staff who need it.
10. Children
Our services are intended for adults. We do not knowingly collect information from children under 16.
11. Complaints
If you have a concern about how we use your information, please contact us first so we can try to resolve it. You also have the right to complain to the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint, telephone 0303 123 1113.
12. Changes to this policy
We may update this policy from time to time. The date at the top shows when it was last changed.