Privacy Policy

Cambridgeshire Straw Pellets Limited, company number 06928341, is the controller responsible for the personal information described in this policy.

Write to us at 27–29 Old Market, Wisbech, Cambridgeshire, England, PE13 1NE, United Kingdom, or email info[@]cambridgeshirestrawpellets[dot]com. Please use “Privacy enquiry” in the subject line so we can identify your request.

• Enquiries: your name, email address, telephone or WhatsApp number if supplied, requested products, quantities, delivery postcode and message.
• Orders and deliveries: billing and delivery details, contact information, purchased products, quantities, prices, order notes, delivery instructions and correspondence about returns or complaints.
• Payment records: payment status, references and information needed to reconcile a bank transfer or arrange a refund. The current checkout offers bank transfer; it does not ask you to enter payment-card details.
• Technical information: IP address, browser and device information, pages requested, access times and security or error records generated when you use the website.

We collect information directly from you when you contact us, use an enquiry form or place an order. We may also receive payment confirmations from banks and delivery updates from carriers involved in your order. If someone places an order for you, they may provide your name and delivery details; they should ensure you know they are doing so.

Our downloadable enquiry summary stays on your device until you choose to share it. Downloading that summary does not itself send us an enquiry. An email, WhatsApp message or submitted online form is a separate communication.

Please do not send passwords, payment-card details or sensitive personal information in enquiry fields. We need the details necessary to prepare a quotation, take an order and arrange delivery; without them, we may be unable to provide the requested service. Optional contact details are not required unless needed for the arrangement you request.

• Quotations, orders, delivery and returns: to take steps you request before entering a contract and to perform our contract with you.
• Business enquiries and contact with representatives: our legitimate interests in responding to enquiries and managing customer and supplier relationships where the contract is with an organisation rather than the individual contact.
• Accounting and legal records: to meet applicable tax, accounting and other legal obligations.
• Website operation, security and resolving disputes: our legitimate interests in protecting the service, preventing misuse, diagnosing faults and establishing or defending legal claims, balanced against your rights.
• Optional communications or technologies requiring permission: consent, where required. A product enquiry or order is not, by itself, consent to unrelated marketing.

We do not need your agreement to this privacy policy as a condition of relying on these lawful bases. Where we ask for consent, you can withdraw it without affecting processing that was lawful before withdrawal.

Information is available to authorised people who need it to handle your enquiry or order, and to service providers supporting those activities. Depending on the service, these include:

• Our website hosting provider, Hostinger, and providers supporting hosting security, maintenance and backups.
• Email and communications providers used to deliver and store correspondence.
• Delivery and collection companies, who receive the contact and location information needed for the agreed transport.
• Banks and payment services involved in transfers or refunds.
• Accountants, legal advisers, insurers and public authorities where necessary for professional advice, legal obligations or claims.

Access should be limited to what is needed for the relevant service. Service providers acting on our instructions must protect the information under appropriate contractual arrangements. Banks, public authorities and some communications providers may act as independent controllers for their own activities.

If you choose to contact us through WhatsApp, your use of that service is also subject to WhatsApp’s own privacy information. You can use email or post instead.

The website loads fonts from Google-hosted services. Your browser contacts those services to retrieve the fonts, which can disclose technical details such as your IP address, browser information and the referring page. External links take you to services with their own privacy practices.

The shop uses cookies or similar storage to support functions such as keeping items in your basket, maintaining your shopping session and securing sign-in where applicable. WooCommerce cookies can include woocommerce_cart_hash, woocommerce_items_in_cart and wp_woocommerce_session_*. Basket cookies generally last for the browser session; the WooCommerce session cookie normally lasts up to two days. Actual duration can depend on your browser and site settings.

Optional WooCommerce referral and campaign tracking is disabled. If optional tracking is introduced, we will provide the information and choices required by applicable law before using it.

You can inspect, remove or block cookies in your browser settings. Blocking cookies needed for shopping or sign-in may prevent those features from working. Removing a cookie does not automatically remove order information already held in our records.

Retention depends on why the information is needed:

• Enquiry correspondence is kept for the time needed to respond, follow up and resolve related issues.
• Order, payment and delivery records are retained for applicable accounting and tax requirements and for handling returns, disputes and legal claims.
• Technical and security records are kept for the time needed to investigate problems and protect the website, taking account of risk and any incident under investigation.
• Information in backups may remain until the relevant backup is replaced under the provider’s retention arrangements.

When deciding whether information is still needed, we consider legal duties, the type of record, the customer relationship, outstanding issues and relevant limitation periods. Contact us for information about the retention of a particular record or to request deletion; some records must be retained despite such a request.

Hosting, email, Google font delivery and WhatsApp services can involve processing outside the United Kingdom. Where we make a restricted international transfer, the applicable transfer requirements must be met, such as a UK adequacy regulation or appropriate contractual safeguards with any required assessment. Contact us to ask which safeguards apply to your information or to request a copy of the relevant safeguards, subject to lawful redactions.

We use access controls and technical measures appropriate to the website and the information involved. No internet transmission or storage system can be guaranteed completely secure. Please contact us promptly if you believe information sent to us has been exposed or misused.

Depending on the circumstances and applicable law, you may ask to access your personal information, correct inaccuracies, erase information, restrict its use or receive certain information in a portable format. Where processing relies on consent, you may withdraw it.

Your right to object: you can object to processing based on legitimate interests for reasons relating to your situation. You can object to direct marketing at any time; that objection does not require a reason.

To exercise a right, email info[@]cambridgeshirestrawpellets[dot]com or write to our registered office. We may ask for proportionate information to verify identity before releasing or changing records. We will respond within the period required by law, normally one month, and explain any applicable extension or lawful reason a request cannot be fulfilled.

Please contact us if you are concerned about our use of your information. You also have the right to complain to the UK Information Commissioner’s Office (ICO), without first completing our complaints process. Visit ico.org.uk/make-a-complaint for details.

We will update this page when our services or privacy practices change. The date above identifies the latest version. Where required, we will bring material changes to your attention. Our Terms and Conditions explain the terms for purchasing products.