Privacy Policy
How Ace Floors Ltd collects, uses and protects customer information.
This privacy policy explains what personal information we collect when you use our website, submit a Facebook or Instagram Instant Form, request a home measure or contact Ace Floors Ltd.
Enquiries
We collect details you send through our website, Facebook or Instagram forms, calls, emails and messages.
Home measures
We use your details to arrange your home measure, bring samples and discuss flooring options.
Orders and fitting
We use customer details to manage quotes, flooring orders, fitting arrangements and follow-up communication.
Offers and updates
We may send occasional relevant offers and flooring updates, with a clear way to opt out.
1. Who We Are
Ace Floors Ltd is a flooring company supplying and fitting carpets and flooring, including carpets, vinyl flooring, laminate flooring, LVT and engineered wood flooring.
For the purposes of this privacy policy, “Ace Floors”, “we”, “us” and “our” refer to Ace Floors Ltd.
Website: acefloors.co.uk
Email: trade@acefloors.co.uk
Phone: 0800 772 3288
Address: 817 Liverpool Road, Ainsdale, Merseyside, PR8 3NU
2. What Personal Information We Collect
We may collect personal information when you contact us, submit a website form, complete a Facebook or Instagram Instant Form, request a home measure, ask for flooring advice, place an order or communicate with us.
This may include:
- Your name
- Email address
- Phone number
- Street address, first line of address or area
- Postcode
- Preferred survey or callback dates
- Details about the rooms or property
- Flooring type you are interested in
- Your flooring priorities, such as value, quality, durability or fitting timescale
- When you are planning to have the flooring fitted
- Messages, notes or other information you send to us
- Our staff notes and communication history relating to your enquiry
- Order, quote, fitting and payment-related information
We only ask for information that helps us respond to your enquiry, arrange your home measure, give suitable advice, prepare a quotation or manage an order and fitting.
3. How We Collect Personal Information
We may collect information when you:
- Fill in a form on our website
- Submit an Ace Floors Facebook or Instagram Instant Form
- Request a home measure or flooring survey
- Call, email, text or message Ace Floors
- Contact us through WhatsApp, Facebook, Instagram or another platform
- Ask for a quotation
- Place an order for carpets or flooring
- Leave a review or interact with our social media pages
- Use our website, depending on the cookies and tools enabled
We may also receive information from Meta when you submit an Instant Form on Facebook or Instagram. Meta processes that form submission under its own privacy terms before sending the information you provided to Ace Floors.
4. Facebook and Instagram Instant Forms and Ace Leads
When you submit an Ace Floors Instant Form on Facebook or Instagram, Meta provides Ace Floors with the information you choose to enter. Depending on the form, this may include your name, telephone number, email address, street address, postcode, flooring preferences, rooms requiring flooring, priorities and intended fitting timescale.
We transfer the enquiry into Ace Leads, our private customer enquiry management system hosted on the Ace Floors website. Ace Leads helps authorised team members contact you, record relevant notes, arrange callbacks, update the stage of your enquiry and manage surveys, quotations, sales and fitting arrangements.
Access to Ace Leads is restricted to authorised Ace Floors team members using individual accounts. The system is not a public directory and customer records are not visible to ordinary website visitors.
We process this information where it is necessary to take steps at your request before entering into a contract, and where we have a legitimate interest in responding to enquiries, providing customer service and keeping accurate business records.
Ace Floors does not sell Instant Form information or provide it to unrelated organisations for their own marketing.
5. How We Use Your Information
We use personal information to respond to enquiries, run the business properly and provide flooring services.
We may use your details to:
- Respond to your enquiry and contact you by phone, email, SMS or WhatsApp where appropriate
- Record your enquiry in Ace Leads and allocate it to an authorised team member
- Keep relevant notes and set requested callbacks or reminders
- Arrange a home measure or flooring survey
- Bring suitable samples to your home
- Measure rooms and discuss suitable flooring options
- Prepare and send quotes
- Order flooring or carpet materials if you decide to go ahead
- Arrange fitting and manage fitting communication
- Take or record payments for materials and fitting arrangements
- Answer questions before, during or after a job
- Keep records for business, tax, insurance, warranty and legal purposes
- Improve our website, customer service and communication
Ace Floors will not sell your personal information to other companies.
6. Offers, Updates and Marketing Messages
When you make an enquiry with Ace Floors, we may contact you about that enquiry, including to arrange a callback, home measure, quotation, order or fitting.
We may also send occasional relevant offers, flooring updates or information about our products and services. These messages may relate to carpets, vinyl, laminate, LVT, engineered wood, multi-room flooring offers, home measures or local flooring services.
We will only send marketing messages where permitted by law and, where required, where you have agreed to receive them. You can opt out at any time by replying to ask us to stop, using any unsubscribe link provided or contacting us directly.
Service messages are different from marketing messages. We may still contact you about an active enquiry, home measure, quotation, order or fitting after you opt out of offers.
9. How Long We Keep Your Information
We keep personal information only for as long as reasonably needed for the reason it was collected.
Enquiries that do not result in an order are normally retained for up to 24 months so we can follow up where appropriate, answer later questions and maintain customer-service records. We may delete them sooner where they are no longer needed.
Quote, order, payment, fitting, warranty and accounting records may be retained for longer where needed for tax, accounting, legal, insurance, warranty or dispute purposes.
We may keep a minimal suppression record where someone has opted out of marketing so we can respect that request.
10. How We Protect Your Information
We take reasonable technical and organisational steps to protect personal information from loss, misuse, unauthorised access, alteration or disclosure.
Access to Ace Leads is restricted to authorised users with individual accounts and appropriate permissions. We also use secure website connections, protected credentials, access controls, software updates and backups as part of our security arrangements.
No website, email system or online service can be guaranteed to be completely secure, but we aim to keep customer information safe and accessible only to people who need it for legitimate business reasons.
11. Your Rights and Data Deletion Requests
Depending on the circumstances, you may have rights over your personal information. These may include the right to:
- Ask what personal information we hold about you
- Ask us to correct inaccurate information
- Ask us to delete information where appropriate
- Object to certain uses of your information
- Ask us to restrict how we use your information
- Opt out of marketing messages
- Ask for a copy of your personal information
To request access, correction or deletion of information submitted through our website, Facebook, Instagram or Ace Leads, email trade@acefloors.co.uk with the subject Data deletion request. Please include enough information for us to identify the relevant record, such as your name, telephone number or email address. We may need to verify your identity before completing the request.
We will respond within the time limits required by applicable data-protection law. In some circumstances, we may need to retain certain information where there is a legal, accounting, warranty or dispute-related reason to do so.
You also have the right to raise a concern with the Information Commissioner’s Office if you are unhappy with how your personal information has been handled.
13. Third-Party Links
Our website may include links to third-party websites, social media pages, review platforms, supplier websites or other external services.
We are not responsible for the privacy practices or content of third-party websites. You should read their privacy policies before providing personal information to them.
14. Children
Our website and services are intended for adults who are interested in flooring services. We do not knowingly collect personal information from children.
15. Changes to This Privacy Policy
Ace Floors may update this privacy policy from time to time. The latest version will be published on this page with the updated date shown near the top.
16. Contact Us
If you have any questions about this privacy policy, how Ace Floors uses your personal information, or you want to request access, correction or deletion, please contact us.
Ace Floors Ltd
Phone: 0800 772 3288
Email: trade@acefloors.co.uk
Address: 817 Liverpool Road, Ainsdale, Merseyside, PR8 3NU
Website: acefloors.co.uk
Contact Ace Floors if your information changes
If you need to update your enquiry, opt out of offers, request deletion or ask how your information is used, contact Ace Floors and we’ll help.