Privacy Policy

Privacy Policy

Last updated: May 6 2026

For the purposes of data protection laws, the data controller is either Pay Later Carpets Limited or the specific franchisee with whom you engage, depending on the nature of your interaction. Details of our franchisees are available in our Companies House Disclosure.

Any reference to “we”, “us” and “our” in this policy shall mean Pay Later Carpets. This Privacy Policy applies to www.paylatercarpets.com, which is owned and operated by Pay Later Carpets Limited.

We believe your personal information deserves the utmost respect when it comes to security and use, so we have described as clearly as possible how we use and care for your personal information below.

Our Privacy Policy applies both while you have an agreement with us and afterwards. Throughout this Privacy Policy, “you” and “your” means the customer, website visitor, applicant, enquirer or other individual whose personal information we process.

We reserve the right to update this Privacy Policy, and all changes will be posted on our site. We recommend that you periodically review this page for the latest information on our privacy practices. We are committed to keeping your personal information confidential and will only give it to others for the purposes set out in this Privacy Policy.

If you have questions or complaints regarding our Privacy Policy or practices, please contact us at info@paylatercarpets.co.uk.

Security

We know how important it is to manage and protect the information you share with us. When you share data with us through our website, that information is protected by secure socket layer (SSL) encryption.

To prevent any unauthorised disclosure or access to your information, we have implemented electronic and physical security safeguards.

We also follow procedures to ensure we work with personal information in line with applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Collecting your information

We collect information about you in numerous ways, including:

information that you provide to us through our website;

information that you provide when completing an enquiry form, quote request, order form, finance application or contact form;

information that you provide through Meta/Facebook, Instagram or other advertising and lead generation platforms when you respond to one of our adverts or submit a lead form;

information that you provide via communications with us, including by telephone, SMS/text message, WhatsApp, email, social media, live chat or other communication channels;

information that you provide to one of our franchisees or representatives; and

information that we receive from third parties involved in providing our services, including finance partners, payment providers, advertising platforms, CRM providers and communication providers.

In addition to the personal information you submit or we collect, we may also collect information about your computer or device including, where available, your IP address, operating system and browser type for the purpose of system administration, website security, analytics and product improvement. Details on this are available in our Cookies Policy.

We may also record and/or monitor calls for training, quality, complaint handling, evidence and fraud prevention purposes.

Information we hold

We may hold and use the following details about you:

your name, address, postcode, phone numbers, email address and date of birth;

details you provide when making an enquiry, requesting a quote, responding to an advert, completing a Meta/Facebook or Instagram lead form, or contacting us about our products and services;

details of your flooring requirements, room details, property details, preferred contact method, preferred callback time, payment preference, fitting requirements and other information relevant to your enquiry or order;

information we receive when making a decision about you, your application, finance eligibility or agreement;

details of all agreements you have and have had with us, along with all transactions;

details of when we contact you and when you contact us, including call notes, SMS/text message records, WhatsApp messages, emails, appointment details, quote details, customer service notes and communication outcomes;

details of your marketing preferences, communication preferences and opt-out requests;

technical information about your use of our website, adverts and online services, such as IP address, device information, browser type, cookies, pixels and similar technologies; and

any other information which we reasonably need to operate your account, respond to your enquiry, provide our products or services, fulfil our regulatory obligations, prevent fraud, manage our business or comply with the law.

Where you provide information through a Meta/Facebook, Instagram or other third-party lead form, we may receive details such as your name, phone number, email address, postcode, enquiry details, advert or campaign information, and any responses you provide through that platform.

While managing your account or application, we may be given special category or sensitive information, such as medical information. We will only store and process this information where necessary and lawful, for example to support a customer vulnerability, make appropriate decisions about your account, handle complaints, comply with legal or regulatory obligations, or where you have given explicit consent.

Use of your information

We will use your information to:

respond to your enquiry, quote request, order, finance application or customer service request;

make, or assist in making, credit decisions about you, assess lending and insurance risks, and check the details that you have provided to us or others;

operate and manage your account and manage any application, agreement, order, quote, appointment or correspondence you may have with us;

contact you by phone, SMS/text message, WhatsApp, email, letter or other communication channels about your enquiry, quote, appointment, application, agreement, order, account, delivery, fitting, payment, customer service matter or complaint;

send automated or manual follow-up messages where you have submitted an enquiry, requested a quote, responded to one of our adverts or asked us to contact you;

ask for further information about your enquiry, such as postcode, room details, flooring requirements, payment preference, preferred contact method or preferred callback time;

create call tasks, appointment reminders, follow-up reminders and customer service records;

use customer relationship management and messaging systems, including providers such as Salesforce, Twilio and similar service providers, to manage enquiries, send communications, record communication outcomes and improve response times;

contact you about our products and services by email, SMS/text message, WhatsApp, telephone or post where permitted by law, unless you tell us that you prefer not to receive marketing;

send you marketing, offers, updates or promotional communications where you have consented to receive them or where we are otherwise permitted to do so by law;

show you adverts for our products and services on our website, social media platforms and other websites;

to form a view of you as an individual and to identify, develop or improve products that may be of interest to you;

carry out market research, business and statistical analysis;

monitor and analyse our business, marketing, lead generation, franchise performance, sales processes and customer service;

carry out audits;

recover any debt you owe us;

help prevent and detect fraud, misuse of our services and unlawful activity; and

comply with our regulatory, legal, accounting and reporting obligations.

Where our communications are directly related to an enquiry, quote request, appointment, order, finance application, account, customer service matter or complaint, we process your information so that we can respond to your request and provide our services.

Where we send marketing or promotional communications by email, SMS/text message, WhatsApp or similar electronic messaging services, we will only do so where permitted by applicable law. You can opt out of marketing communications at any time by using the unsubscribe link in our emails, replying STOP to SMS/text messages where available, or contacting us at info@paylatercarpets.co.uk.

If you opt out of marketing, we may still send you non-marketing communications about your enquiry, quote, appointment, order, account, agreement, customer service matter, legal notices or other service-related matters.

Lawful basis for using your information

We will only use your personal information where we have a lawful basis to do so. Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract: where we need to use your information to take steps at your request before entering into an agreement, or to perform an agreement with you.

Consent: where you have given us clear permission to use your information for a specific purpose, such as certain marketing communications or processing special category information.

Legal obligation: where we need to use your information to comply with a legal, regulatory, accounting or reporting obligation.

Legitimate interests: where we have a legitimate business reason to use your information and your rights and interests do not override that reason. This may include responding to enquiries, managing customer relationships, improving our services, preventing fraud, managing our franchise network, analysing business performance and sending certain communications where permitted by law.

Vital interests or public interest: in limited circumstances where this is necessary and lawful.

Marketing and communication preferences

We may contact you about your enquiry, quote, appointment, application, order, account or agreement using the contact details you have provided.

We may also send you marketing communications about our products and services by email, SMS/text message, WhatsApp, telephone or post where permitted by law. This may include offers, promotions, updates, reminders, reactivation messages or information about products and services that may be of interest to you.

Where required by law, we will ask for your consent before sending marketing communications by email, SMS/text message, WhatsApp or similar electronic messaging services. In some limited circumstances, we may rely on the “soft opt-in” where you have previously bought from us or enquired about similar products or services, and you were given a clear opportunity to opt out.

You may opt out of marketing communications at any time by:

clicking unsubscribe on any marketing email;

replying STOP to SMS/text messages where available;

telling us during a call; or contacting us at info@paylatercarpets.co.uk.

We will keep a record of your opt-out request to make sure we do not send you further marketing communications where you have opted out.

Information we share

We will keep all your personal information confidential and only share it with others for the purposes explained in this policy.

This includes sharing your information with our franchisees to facilitate services, respond to enquiries, provide quotes, process transactions, manage appointments, deliver customer service, manage customer relationships and operate our franchise network.

We have trusted relationships with carefully selected third parties who perform services on our behalf. All third parties are required to maintain the security of your personal information and only use it as permitted by us and applicable law.

We may share information about you:

with any person, organisation or company that we use in order to help us operate our business, provide services on our behalf, collect payments and recover debts on our behalf;

with franchisees and representatives who need the information to respond to your enquiry, provide quotes, manage appointments, fulfil orders or provide services;

with customer relationship management, communication and messaging providers, including providers that help us send SMS/text messages, WhatsApp messages, emails, call reminders and appointment reminders;

with website, hosting, IT, analytics, advertising, payment, finance, delivery, fitting, customer service and data storage providers;

with advertising platforms, including Meta/Facebook, Instagram, Google and similar platforms, where this is necessary to measure advertising performance, process lead enquiries, show relevant adverts or manage marketing activity;

with any person, organisation or company who provides us with products and services;

with any person who has told us and who we reasonably believe to be your carer, helper, parent, attorney or authorised representative, where appropriate and lawful;

with any payment system or payment provider that we may use;

with finance providers and lending partners where you choose to apply for finance or make a purchase using a loan;

with any person to whom we sell or transfer, or enter into negotiations to transfer or sell, our business or any of our obligations or rights under any agreement we may have with you. If the sale or transfer goes ahead, the purchaser or transferee may use your personal information in the same way as us; and

with regulatory and governmental authorities, ombudsmen, law enforcement agencies, courts, tax authorities or other authorities where we are requested or required to do so.

Finance Partners

If you choose to make a purchase from us using a loan, we will share your information with our lending partner Buyline Ltd. We will only do this with your consent or where otherwise permitted by law.

For information about how Buyline processes your information, please visit: https://buyline.co.uk/privacy/

Cookies, pixels and online advertising

Our website may use cookies, pixels and similar technologies to operate the website, improve user experience, analyse website traffic, measure advertising performance and show relevant adverts.

This may include technologies provided by third parties such as Meta/Facebook, Instagram, Google, Shopify or similar providers.

These technologies may collect information such as IP address, device information, browser type, pages visited, actions taken on the website, advert interactions and purchase or enquiry activity.

Further details are available in our Cookies Policy.

Retention of your information

We will not keep your personal information for longer than necessary for the purposes described in this Privacy Policy.

We will store your data on our systems for the following durations, unless a longer period is required for legal, regulatory, accounting, complaint handling, fraud prevention or dispute resolution purposes:

If you have been accepted for an agreement – 6 years.

If you have been declined for an agreement – 3 years.

If you submit an enquiry, request a quote or respond to an advert but do not enter into an agreement – up to 3 months, unless you continue engaging with us, ask us to contact you later, opt into marketing, or we have another lawful reason to retain the information.

If you have opted into marketing, we will store your contact details, such as your email address, phone numbers, name and address, for up to 36 months from the time of your last interaction with us, unless you opt out earlier.

If you opt out of marketing, we may retain limited information to record your opt-out and ensure that we respect your communication preferences.

You may opt out of marketing at any time by contacting us at info@paylatercarpets.co.uk, clicking unsubscribe on any marketing email, replying STOP to SMS/text messages where available, or telling us during a call.

Personal information provided as part of a redress programme

The personal data that you provide as part of any redress programmes will only be used for the purposes of communicating relevant updates and will not be used for marketing purposes.

We will not pass the data to any third parties unless required to do so by law, regulation or a regulatory body.

We will retain such data for a period of 6 years.

Your rights

You have rights in relation to your personal information. These may include the right to:

request access to the personal information we hold about you;

ask us to correct inaccurate or incomplete personal information;

ask us to delete your personal information in certain circumstances;

ask us to restrict how we use your personal information in certain circumstances;

object to our use of your personal information in certain circumstances;

withdraw consent where we rely on consent;

ask for certain information to be transferred to another organisation; and

complain to the Information Commissioner’s Office if you are unhappy with how we handle your personal information.

If you wish to exercise your data protection rights, such as accessing or correcting your personal data, please contact the relevant data controller. If your interaction was with a specific franchisee, you should direct your request to that entity. Contact details for each franchisee are provided in our Companies House Disclosure.

You can also contact us at info@paylatercarpets.co.uk.

We may need to verify your identity before responding to your request. We will respond within the timescales required by applicable data protection law.

Third party links

Our website may contain links to third party websites. If you choose to follow a link to any of these websites, please note that these websites have their own terms and privacy policies and we do not accept any responsibility or liability for them.

Social media features

Our website includes social media features such as Facebook, Instagram or other social media buttons, widgets or integrations. These features may collect information about your visit, such as your IP address and which pages you are visiting on our website, and may set a cookie to enable the features to function correctly.

Your interactions with these features are governed by the privacy policy of the company that provides them.

Children

Our website and services are not intended for children. We do not knowingly collect personal information from children. If you believe that a child has provided personal information to us, please contact us at info@paylatercarpets.co.uk and we will take appropriate steps to delete it where required.

International transfers

Some of our service providers may process personal information outside the UK. Where this happens, we will take appropriate steps to ensure your personal information is protected in accordance with applicable data protection laws. This may include using adequacy regulations, standard contractual clauses or other approved safeguards.

Complaints

If you have questions or complaints regarding our Privacy Policy or practices, please contact us at info@paylatercarpets.co.uk.

If you are not satisfied with our response, you may have the right to complain to the Information Commissioner’s Office.

Contact

If you have any questions about this Privacy Policy, how we use your personal information, or how to exercise your rights, please contact us at:

Pay Later Carpets
Email: info@paylatercarpets.co.uk

For the purposes of data protection laws, the data controller is either Pay Later Carpets Limited or the specific franchisee with whom you engage, depending on the nature of your interaction.