Who we are

The website waxjacketscleaned.co.uk is operated by Nigel Eastwood trading as Wax Jackets Cleaned (referred to in this policy as “Wax Jackets Cleaned”, “we”, “us” or “our”).

For data-protection purposes, we are the controller of the personal information described in this policy.

Email: waxit@waxjacketscleaned.co.uk
Telephone: 0161 484 2002

What this policy covers

This policy explains how we collect, use, retain and share personal information when you:

• visit our website;
• contact us by telephone, email, WhatsApp, an online form or social media;
• request information, an estimate or an assessment;
• complete an Owner Send-In Form;
• send a garment or another item to us;
• purchase a product or service;
• ask us to arrange collection, postage, delivery or a courier label;
• visit or arrange to visit our premises; or
• otherwise communicate or do business with Wax Jackets Cleaned.

Personal information we collect

Identity and contact information

• Your name and title.
• Postal, billing, collection and return addresses.
• Email address and telephone or mobile number.
• Country, postcode and customer reference information.

Garment and service information

• The make, type, size, colour, age and condition of your garment.
• The cleaning, re-waxing, repair, alteration or restoration work requested and your chosen wax finish.
• Photographs of garments, damage, labels, packaging or delivery issues.
• Information about previous treatment, storage, contamination, mould, odours or repairs.
• Estimates, quotations, work instructions and service records.

Transaction and delivery information

• Products or services ordered, prices, invoices, payments and refunds.
• Limited information supplied by a payment provider, such as payment status and a transaction reference.
• Courier, tracking, insurance, customs and delivery information.
• Correspondence concerning an order, service, complaint, claim or return.

We do not normally receive or store complete payment-card details when payment is handled by an external payment provider.

Communications

We may retain emails, form submissions, telephone notes, WhatsApp messages, social-media messages and other correspondence needed to answer your enquiry, provide the service, record your instructions or resolve a problem.

Website and technical information

Subject to your cookie choices and applicable law, we may collect:

• pages viewed, links used, referral source and visit times;
• approximate location derived from an IP address;
• device, browser and operating-system information;
• website interaction, cookie and consent preferences; and
• security information needed to detect spam, fraud, malicious activity or unauthorised access.

We do not intentionally request special-category personal information. Please do not send medical information, identity documents or other sensitive information unless it is genuinely necessary and we have agreed to receive it.

How we obtain your information

We normally obtain information directly from you when you complete a form, contact us, send a garment, make a payment or purchase, or otherwise communicate with us.

We may also receive limited information from:

• a person acting with your authority;
• a courier or postal provider;
• a payment provider;
• an online marketplace through which you contacted or purchased from us;
• website security, analytics or cookie-consent services; or
• publicly available sources where necessary to verify a business enquiry or prevent fraud.

How and why we use personal information

We use personal information only where we have a lawful reason to do so.

Responding to enquiries and providing estimates

We use contact details, garment information and photographs to answer questions, assess requested work and provide relevant information or an estimate.

Lawful basis: Taking steps at your request before entering into a contract and, where applicable, our legitimate interests in responding to genuine enquiries.

Providing products and services

We use your information to identify your garment, record instructions, carry out agreed work, communicate progress, request payment and return your item.

Lawful basis: Performance of our contract with you.

Collection, postage, delivery and customs

We use the necessary contact, address, parcel and tracking information to arrange or support delivery and deal with loss, delay, damage or delivery enquiries.

Lawful basis: Performance of our contract and our legitimate interests in delivering and protecting customer property.

Payments and financial records

We use transaction information to take or confirm payment, issue invoices or refunds, maintain accounts and meet tax and accounting obligations.

Lawful basis: Performance of our contract and compliance with legal obligations.

Complaints, disputes, claims and service quality

We may use correspondence, photographs, tracking records and service information to investigate concerns, establish what was agreed and protect the rights of customers and the business.

Lawful basis: Performance of our contract, compliance with legal obligations and our legitimate interests in resolving disputes and defending legal claims.

Operating, securing and improving our website

We use technical and security information to keep the website working, prevent spam and malicious activity, diagnose faults and understand general website use.

Lawful basis: Our legitimate interests in operating and protecting our website. Where consent is legally required for analytics or other non-essential cookies, we rely on consent.

Marketing communications

We send electronic marketing only where we have the necessary consent or another lawful basis. You can opt out at any time. Service messages about an enquiry, garment, order, payment or delivery are not marketing.

Lawful basis: Consent or another basis permitted by applicable direct-marketing law.

When we share personal information

We do not sell personal information.

We may share the minimum necessary information with trusted providers, including:

• Royal Mail, Parcelforce and other postal or courier providers;
• payment-processing, card, bank-transfer or PayPal services where used;
• website hosting, maintenance, security, backup, email and form-service providers;
• WordPress, WooCommerce, Forminator and associated website-service providers;
• Google where Google Analytics or other Google services are used in accordance with your consent choices;
• WhatsApp or Meta when you choose to communicate through WhatsApp, Facebook or Instagram;
• professional advisers such as accountants, insurers, IT advisers or legal advisers;
• online marketplaces where an order or enquiry originated through that marketplace; and
• regulators, courts, law-enforcement bodies or other authorities where disclosure is required by law or reasonably necessary to protect legal rights.

Service providers may use personal information only for the relevant service and subject to their contractual and legal obligations.

International transfers

Some providers, including Google, Meta, WhatsApp, payment providers or international couriers, may process information outside the United Kingdom.

Where personal information is transferred internationally, we rely on an applicable adequacy decision, recognised contractual safeguards or another lawful transfer mechanism. The privacy policies of services you choose to use may provide more details about their arrangements.

Cookies and Google Analytics

Our website uses cookies and similar technologies for essential operation, security, preferences and, where permitted, website analytics.

Google Analytics is provided through Google Site Kit. It helps us understand matters such as which pages are visited and how visitors find and use the website. Analytics and other non-essential technologies are controlled through the website’s consent system in accordance with your choices.

You can accept, reject or manage non-essential cookie categories through the cookie banner and can change your choice later through the cookie-settings link on the website.

Details of individual cookies, their purposes and lifetimes are provided in our Cookie Policy.

How long we retain information

We retain personal information only for as long as reasonably necessary, including for legal, tax, accounting, insurance and dispute-resolution requirements.

• General enquiries that do not become an order: up to 24 months after the last meaningful contact.
• Customer, garment, service, order, payment and invoice records: normally up to six years after the relevant transaction is completed.
• Messages, forms and photographs connected with completed work: normally retained with the relevant customer or service record for up to six years.
• Delivery, tracking or claim information: for as long as needed to complete delivery, deal with a claim and maintain the associated transaction record.
• Complaint, dispute or legal-claim information: until the matter and any applicable legal period have ended.
• Google Analytics event information: up to 14 months.
• Cookies and consent choices: for the periods stated in the Cookie Policy and cookie settings.

We may retain information for longer where required by law or reasonably necessary for an active complaint, investigation, insurance matter or legal claim. Information no longer required will be deleted, anonymised or securely destroyed where reasonably practicable.

How we protect information

We use reasonable administrative and technical measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or misuse. These include restricting access, maintaining website security and using reputable service providers.

No website, email service, messaging platform or internet transmission can be guaranteed completely secure. Please avoid sending unnecessary sensitive information through ordinary email, website forms or social media.

Your data-protection rights

Depending on the circumstances, you may have the right to:

• ask for access to the personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to erase information;
• ask us to restrict how information is used;
• object to processing based on legitimate interests or to direct marketing;
• ask for certain information in a portable format;
• withdraw consent at any time where processing relies on consent; and
• complain to the Information Commissioner’s Office.

These rights are not absolute and may be limited where we must retain or use information to meet a legal obligation, complete a contract, protect another person, or establish, exercise or defend a legal claim.

To exercise a right, contact us using the details in Section 1. We may need reasonable information to confirm your identity and understand your request. We will respond within the period required by law.

Automated decision-making

We do not use personal information to make solely automated decisions that have legal or similarly significant effects on customers.

Children

Our website and services are not directed specifically at children. We do not knowingly collect children’s personal information except where a parent, guardian or another responsible adult provides information in connection with a legitimate enquiry or transaction.

External websites and communication platforms

Our website may link to external websites or services such as Google Maps, WhatsApp, Facebook, Instagram, Trustpilot, payment providers, marketplaces or courier websites. Those services control their own processing and privacy practices. Please review their privacy information before supplying personal details through them.

Changes to this policy

We may update this Privacy Policy when our services, providers, website or legal obligations change. The latest version will be published on this page with its revision date. Material changes will be brought to customers’ attention where reasonably necessary.

Questions and complaints

Please contact us first if you have a question or concern about how we use personal information:

Email: waxit@waxjacketscleaned.co.uk
Telephone: 0161 484 2002
Address: Wax Jackets Cleaned, Goyt Mill, Unit K (Basement), Upper Hibbert Lane (Roadside), Marple, SK6 7HX, United Kingdom.

You also have the right to complain to the UK Information Commissioner’s Office. Information about making a complaint is available on the ICO website.