Privacy Policy

1. Who is responsible for your data

The data controller is ELITE ROOFING SERVICES (LONDON) LTD, registered office 82 Rainham Road, Rainham, Essex, RM13 7RJ, United Kingdom. For any privacy question or request, contact us at support@elirooserlon.shop or +44 7460362486, or by post at the address above.

2. What we collect

• Order and delivery data: your name, email, phone, shipping address (delivery street address, city, postal/ZIP code and country) and the items you order.
• Order fulfilment data: order reference, order contents, order and dispatch status, tracking reference and delivery/return history used to pick, pack, ship and support your order.
• Account and membership data: email, membership tier and subscription status (where you join a membership).
• Payment and billing data: handled by our payment processor. We receive confirmation of payment, the last digits and card brand and the billing country — we never receive or store your full card number.
• Support and enquiry data: the content of contact, wholesale and support messages you send us.
• Technical and usage data: IP address, device and browser type and essential cookies needed to run the store (see our Cookie Policy).

3. Collection sources — where we collect it from

We collect personal data from the following collection sources:

• Directly from you — when you check out, fill in the contact or wholesale forms, create or manage an account or membership, or email us.
• Automatically from your device — technical and usage data collected when you browse the store (IP address, device/browser, essential cookies).
• From our payment processor — payment confirmation, limited billing metadata and fraud signals from Stripe.
• From our delivery carriers — delivery status and tracking updates relating to your shipment.

3a. Order fulfilment and delivery

To fulfil an order we process your shipping address and order fulfilment data to pick, pack and dispatch physical goods from our own warehouse, to arrange delivery, to provide tracking, and to handle returns, exchanges and customer support. We share the delivery name and shipping address with the carrier that delivers your parcel, and we retain order and delivery records to meet legal, tax and accounting duties. Billing data is processed by Stripe to take payment; we never receive your full card number.

4. Why we use it and our legal bases

• To fulfil your order and deliver goods — performance of a contract.
• To take payment and prevent fraud — performance of a contract and legitimate interests.
• To operate memberships and process cancellations/refunds — performance of a contract.
• To respond to enquiries and provide support — legitimate interests and, where you contact us, your request.
• To retain checkout details for re-marketing — consent, which you give via the checkout and form consent boxes and can withdraw at any time.
• To meet legal, tax and accounting obligations — legal obligation.

5. Who we share it with (third-party processors)

• Hosting & platform: our cloud hosting and application platform provider.
• Payments: Stripe, which processes card payments and subscriptions. Stripe never gives us your full card number. See Stripe's privacy notice.
• Database & storage: our managed database provider, which stores order, account and lead records.
• Email & support: our transactional email and support providers.
• Delivery & logistics: the carriers who deliver your order receive the delivery name and address only.

We do not sell your personal data. We require every processor to protect it and to use it only on our instructions.

6. International transfers

Some processors are located outside the UK/EEA. Where personal data is transferred internationally, we rely on appropriate safeguards such as the UK International Data Transfer Agreement / Addendum and the EU Standard Contractual Clauses, together with adequacy decisions where they apply.

7. How long we keep it

Order and transaction records are kept for as long as needed to fulfil the order and to meet legal, tax and accounting obligations (typically up to 7 years for financial records). Marketing leads and enquiry data are kept for no more than 24 months from your last interaction, then deleted or anonymised. You can ask us to erase your data sooner where no legal obligation requires us to keep it.

8. Your rights (UK GDPR / EU GDPR)

• Access a copy of your personal data.
• Rectify inaccurate or incomplete data.
• Erase your data (“right to be forgotten”) where applicable.
• Restrict or object to processing, including direct marketing.
• Data portability.
• Withdraw consent at any time, without affecting prior processing.

To exercise any right, email support@elirooserlon.shop. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk, or to your local EU supervisory authority.

9. California privacy rights (CCPA/CPRA)

If you are a California resident, you have the right to know what personal information we collect, to request access and deletion, to correct inaccurate information, and to be free from discrimination for exercising these rights. We do not sell or share your personal information as defined by the CCPA/CPRA. To make a request, email support@elirooserlon.shop.

10. Do Not Sell or Share My Personal Information

We do not sell or share your personal information for cross-context behavioural advertising. No opt-out is required, but you may still contact us with any preference at support@elirooserlon.shop.

11. Cookies and analytics

We use only the cookies needed to run the store and remember your cart, plus any privacy-respecting analytics described in our Cookie Policy. We do not build advertising profiles.

12. Automated decisions and children

We do not make solely automated decisions that produce legal effects about you. Our store is not directed at children: it may not be used to place an order by anyone under 13, and users aged 13–17 must have the consent of a parent or guardian. We do not knowingly collect data from children under 13; if you believe we have, contact us and we will delete it.

13. Payment provider boundary

Card payments are processed by Stripe. Your full card number, CVC and full card details are entered on Stripe's secure systems and are never transmitted to or stored by Ridgeline. We receive only the payment result and limited billing metadata needed to manage your order and comply with the law.

14. Security

We use encryption in transit (HTTPS), access controls, and reputable processors to protect your data. No method of transmission is completely secure, but we take reasonable technical and organisational measures appropriate to the risk.

15. Contact

ELITE ROOFING SERVICES (LONDON) LTD, 82 Rainham Road, Rainham, Essex, RM13 7RJ, United Kingdom. Email support@elirooserlon.shop, phone +44 7460362486. This policy is governed by the laws of England and Wales.