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Privacy Policy

 

When you shop with Carvers in-store or online, you are trusting us with your information. This Privacy Policy together with our Cookies Policy (https://www.carvers.co.uk/store/content/cms/cookie_policy) explains how we use any information we collect about you and forms part of our Conditions of Website Use.

 

Any payments made via SagePay will be subject to the SagePay Privacy Policy.

 

This website is operated by Carver (Wolverhampton) Ltd, Littles Lane, Wolverhampton, WV1 1JY. We are committed to protecting your privacy and we comply with data protection laws applicable to the United Kingdom.

 

This privacy policy applies to personal information about:

  • Visitors to our website
  • Customers who purchase goods or create an account with us

What is personal information?

 

Personal information is any information relating to an individual who can be identified directly or indirectly, often by name, account number, location, an online identifier or other factors specific to their identity.

 

Personal information may include “special category data” relating to racial or ethnic origin, political opinions, religious beliefs, membership of a trade union, physical or mental health and criminal records and allegations.

 

As a rule, we do not collect “special category data” about visitors or our website or our customers. The exception is where we identify suspected criminal activity such as fraudulent claims or the use of stolen payment card details. In this case we will record details of the suspected criminal activity and may take appropriate action, including refusing to accept orders, make payments or give refunds. We may also report the incident to the relevant bank or payment card issuer or to the police or other appropriate authorities.

 

See below for details of how we may use your personal information.

 

Website Visitors: The personal information we collect about you and how we use it

 

You can visit and browse our website without providing your name or contact details.

 

Like many websites, our server logs capture details of your operating system, browser software, IP (Internet Protocol) address and Uniform Resource Locator (URL), including the date and time of your visit.

 

We use cookies to analyse how our site used by visitors and to provide some of the functionality – see our cookies policy (https://www.carvers.co.uk/store/content/cms/cookie_policy) for more information.

 

You may choose to provide your contact details (name, address, business, job title, email address, telephone number) if you do any of these things.

  • Buy or return things in store
  • Use our Click and Collect or Delivery services
  • Shop online (either as a guest or using your account)
  • Enter a competition
  • Sign up for news and offers

When you enter a competition or promotional feature we may also ask for details such as your name, address, email address and telephone number so we can administer the competition and notify winners.

 

Separate terms and conditions may apply when you open an account or if you decide to participate in a competition so please make sure you read them at the relevant time.

 

Customers: The personal information we collect about you and how we use it

 

If you purchase products or services from us, we may use your personal information in the following ways.

 

Enquiries and Information:

  • to answer your questions or provide you with information you have requested
  • to keep track of sales and enquiries
  • to keep you informed about our products and services
  • to notify you about important changes or developments to our site or services
  • to provide a more personalised online experience by showing you the most relevant products and offers

Orders and Account Management:

  • to process your order
  • to help with any questions if you have started an order but not completed it
  • to arrange visits to your home (e.g. to carry out a survey or installation)
  • to manage deliveries, returns and refunds
  • to manage your account, including carrying out identity checks (if applicable)
  • to manage your credit account (if applicable) including carrying our credit checks

Customer Relationship:

  • to monitor how our customers transact with us in store and online, for example by checking who has redeemed vouchers or bought items using our website or other facility (for more information see Understanding Our Customers below)
  • to contact you for your views on our products and services
  • to publish trends and/or to improve usefulness and content of our website
  • to track activity on our site and to provide a more personalised online experience
  • to link with social media sites and services, for example, for advertising purposes
  • to market research purposes, by tracking activity on our site or in store (on an anonymous basis) to identify trends and/or to improve usefulness and content

Other:

  • for product liability purposes
  • to deal with enquiries and complaints
  • for claims management and insurance purposes
  • for general records keeping purposes

Understanding Our Customers

 

So that we can provide a better service, we want to understand the shopping patterns of our customers, how customers select the products and services they ultimately buy, which apps and technology customers prefer to use, and how successful our advertising and promotional campaigns have been. We may use a number of different techniques to do this:

  • We never see or store your payment card details. We do use a unique encrypted token that can tell the same payment card is used in different places (in store or online). This helps us build a complete picture of all the things people buy from Carvers
  • We monitor which customers redeem vouchers using a code that makes the offer personal to you
  • When you order goods in store to be delivered, we may ask for your marketing choices as we would like to send you information about other products and services that may be of interest. We may also link you in-store order details with your online account information and your shopping patterns on our website, so we have complete picture of all the things you buy from Carvers
  • We may monitor other websites you visit and the goods and services you look for using search engines in order to provide you with information about products and services from Carvers which are most relevant to you
  • We may connect with social media sites so that we can better target our advertising while you are using these services and improve the relevance of what you see

 

We also use cookies to track online activity. You can find out more about this in our Cookies Policy https://www.carvers.co.uk/store/content/cms/cookie_policy. The information collected by cookies does not in itself identify a visitor to our site but if you are a customer or account holder we may be able to identify you from both sets of information combined.

 

Keeping you informed

 

If you sign up to receive updates or have bought or enquired about our products or services, we may use the information we collect to let you know about our other products and service which may be of interest to you and to keep you updated with information about promotional offers and what is coming soon.

 

If you leave items in your shopping basket on our website without completing a purchase, we may send you an email to follow up and ask if you need any help with your order.

 

We review the products and services you buy and we also analyse your use of our website and the searches you make on this and other websites. We use this information to tailor marketing you receive from us so its is as relevant as possible. This may include serving you with adverts on social media and other third-party websites.

 

If you agree, we may also pass your information to suppliers and manufacturers who are interested in getting in touch with you about their products and services, including companies connected to Carver (Wolverhampton) Ltd.

 

You can opt out of receiving marketing communications from us at any time by contacting us directly on 01902 577000. You can also opt out of email marketing by clicking the unsubscribe button. See Your Rights below for more details.

 

Call Recording

 

Some telephone calls may be recorded or monitored, for example calls to our sales teams. Call recording and monitoring maybe carried out for the following purposes:

  • Training and quality control;
  • As evidence of conversations; and/or
  • For the prevention or detection of crime (e.g. fraudulent claims)

Retention

 

We will retain your personal information for as long as needed for the legitimate business purposes described above.

 

If you are a visitor to the website, we will retain your information for a limited period in order to respond to your query, provide you with the information you require or to send you updates on our products and services for as long as you indicate that you are happy for us to do so.

 

If you make a one-off purchase, we normally keep records of the transaction for 7 years. If you are an account customer, we normally keep records for 7 years after the closure of your account or the last sale you made. In all cases, this is for accounting, tax and product liability purposes.

 

Your information may be retained for longer than this if there are valid legal grounds for us to do so, for example if required by law or court order, or as needed to decent or pursue legal claims.

 

Working with Service Providers

 

Like most organisations, we engage service providers to run our website and IT systems, to help us administer accounts, to conduct credit checks and fraud screening, and to handle marketing campaigns. We also work with a large number of suppliers who provide products and delivery services to us.

 

We will only provide these companies with the information they need to deliver the service we have engaged them for and they are prohibited from using that information for any other purpose. Whenever we share personal information about our customers or visitors to out website with our service providers, we will put in place contracts which require the service provider to protect the information and keep it secure. See also Transferring information to other countries below.

 

Other Disclosers

 

Your personal data may be disclosed to the following third parties for the purposes described above:

  • tax, customs and excise authorities
  • regulators, courts and the police
  • fraud screening agencies
  • central and local government
  • insurance companies
  • other professional advisors

 

We may also disclose your personal information if we believe that the disclosure is necessary to enforce or apply our terms and conditions or otherwise protect and defend our rights, property or the safety of our customers and other users of the website.

 

We may disclose and/or transfer your personal information in connection with a reorganisation of all or part of our business, if the majority of our shares are bought by any company of if we transfer all or some of our assets to another company.

 

Transferring information to other countries

 

Some of the companies we provide services to us may be located outside of the United Kingdom. We may use IT service providers who are located in India, for example. S a result, your personal information may be transferred outside of the UK. We will ensure that those service providers comply with any legal requirements that apply to the transfer of personal information outside the UK, including, where appropriate, requiring the service provider to sign the approved European Commission Standard Contractual Clauses for the transfer of personal data to third countries.

 

Security

 

We are committed to safeguarding the personal information you provide to us. We use appropriate measures to protect the information that you submit through our website and the information we collect and store about our customers. Internally, we restrict access to personal information. Only employees who need the information in order to do their jobs have access to it.

 

Unfortunately, the transmission of information via the Internet is nor completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security information you submit via our website and any transmission is at your own risk. Once we have received your information, we will take appropriate technical and organisational measure to safeguard your personal data against loss, theft and unauthorised used, access or modification.

 

If you have created an account or registered to use any online services, your account details may be password protected. It is your responsibility to keep your password confidential and to sign out once you have finished browsing.

 

Changes to this policy

 

This privacy policy was last updated in June 2018. Any changes to this policy will be posted here. Please refer back to this page regularly.

 

Links to other websites

 

Links may be provided on our website to other websites that are not operated by us. If you use these links, you will leave your website. You should note that we are not responsible for the contents of any third-party website. External sites will have their own privacy policies which should read carefully. 

 

Your Rights

 

Marketing

 

You can opt out of receiving marketing at any time by using the unsubscribe option in the message or by contacting us directly on 01902 577000. You can also opt out of postal and telephone marketing by contacting the number above.

 

If you prefer not to receive marketing which is tailored to suit your customer profile, please contact us on 01902 577000. You will still receive generic marketing unless you opt out of receiving marketing entirely.

 

Access and Correction

 

If you like to correct or update any of your other personal information, or if you would like a copy of the personal information we hold, please contact Carvers at the address below. We may need to ask for proof of your identity before we can respond to your request.

 

Other Rights

 

You may also have the following rights in relation to your personal information:

  • in certain circumstances, the right to restrict or object to the processing of your personal information (including profiling), or request that your personal information is deleted
  • where you have provided personal information voluntarily, or otherwise consented to its use, the right to withdraw your consent
  • in certain circumstances, the right to receive a copy of the personal information which you have provided to us, in a structured, commonly used and machine-readable format or to the request that we transfer that information to another party (known as “data portability”)
  • the right to complain to a Data Protection Authority (see further below)

 

If you have a query about this privacy policy or wish to exercise your rights, please contact us below at the following address:

 

Carver (Wolverhampton) Ltd

Littles Lane

Wolverhampton

WV1 1JY

 

Legal Bases for Processing

 

Some of the information we collect is provided by you voluntarily (and therefore with your permission), for example when you sign up to join a mailing list or submit a query.

 

If you purchase items from us, or if you supply products or services to us, most of the information we collect is necessary so that we can fulfil the contact between us.

 

The remainder of the information is collected for our legitimate business purposes, which include:

  • To keep in touch with current, past and prospective customers
  • To provide online account management and related services
  • To gain an understanding of how our customers interact with us so we can provide the most relevant products and services
  • To monitor the use of our website and improve its facilities
  • To identify suspected criminal activity and take appropriate action
  • To manage our supply chain and the relationship with our suppliers
  • To protect and defend our rights

 

When we collect personal information from you we will indicate it is mandatory or voluntary – this is done on the website by using asterisks to mark mandatory fields.