Privacy Policy

Effective date: [17/03/2026]
Last updated: [17/03/2026]

At Refinish Limited, we respect your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, store and protect your information when you visit our website, contact us, request an estimate, book work with us, or use our services.

We aim to keep this policy clear and straightforward. If you have any questions about how we handle your information, please contact us using the details below.

1. Who We Are

Refinish Limited
Unit 7 Kings Court
9 Glen Tye Road
Broadleys Business Park
Stirling
FK7 7LH

Email: info@refinish.ltd.uk
Phone: 01786 446411
Website: www.refinishlimited.co.uk

For the purposes of UK data protection law, Refinish Limited is the data controller of the personal data described in this policy.

2. The Information We Collect

We may collect and process the following personal data:

Information you provide directly

• Name
• Email address
• Telephone number
• Address
• Vehicle make, model and registration number
• Details of vehicle damage or repair requirements
• Booking or appointment preferences
• Photos, documents or other files you send to us
• Insurance, claim or third-party payer information where relevant
• Any other information you choose to provide through our webform, by email, by phone, in person or via messaging/social media platforms

Information collected automatically through website use

• IP address
• Browser type and version
• Device information
• Pages visited and time spent on the website
• Referral source
• General website usage information collected through cookies, analytics or similar technologies

Information we may receive from third parties

In some cases, we may receive personal data from insurers, claims handlers, estimating platforms, payment providers, software platforms, or other third parties involved in your repair, enquiry or booking.

3. How We Collect Your Data

We collect personal data when you:

• Submit an enquiry through our website
• Complete a webform or booking form
• Request an estimate or repair
• Contact us by phone, email, WhatsApp, social media or in person
• Send us photographs or documents relating to your vehicle
• Book work with us
• Browse or interact with our website

4. How We Use Your Data

We use your personal data to:

• Respond to enquiries and repair requests
• Assess vehicle damage and prepare estimates or quotations
• Arrange inspections, bookings and repairs
• Communicate with you about your enquiry, booking, estimate or repair
• Maintain customer, vehicle and job records
• Manage invoices, accounts and payments
• Deal with insurers, claims handlers or third-party payers where relevant
• Provide customer service, aftercare and complaint handling
• Improve our website, systems and customer journey
• Protect our business, systems and website from misuse or unauthorised access
• Comply with legal, tax, insurance, accounting and regulatory obligations

5. Our Lawful Bases for Processing

Under UK data protection law, we must have a lawful basis for using your personal data. The bases we most commonly rely on are:

Contract

Where processing is necessary to take steps at your request before entering into a contract, or to perform our contract with you. This includes responding to enquiries, preparing estimates, arranging bookings, carrying out repairs and administering payment.

Legitimate Interests

Where processing is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing enquiries, maintaining records, improving services, preventing misuse and operating our business efficiently.

Legal Obligation

Where we need to process personal data to comply with legal or regulatory obligations, including accounting, taxation, fraud prevention and insurance-related requirements.

Consent

Where consent is required, such as for certain non-essential cookies or some marketing communications. Where we rely on consent, you may withdraw it at any time.

6. Cookies and Website Technologies

Our website may use cookies and similar technologies to ensure the site functions properly, improve performance, understand how visitors use the site, and support security and analytics.

These may include:

• Strictly necessary cookies
• Analytics cookies
• Functional cookies
• Third-party cookies linked to embedded content, social media tools or advertising platforms

Where required, we will ask for your consent before using non-essential cookies. You can also manage cookies through your browser settings, although some features of the website may not function correctly if cookies are disabled.

7. Marketing Communications

We may occasionally send marketing or follow-up communications where we are legally permitted to do so. Where consent is required, we will ask for it clearly.

You can opt out of marketing communications at any time by using the unsubscribe link in an email or by contacting us directly.

Please note that service-related communications about your enquiry, estimate, booking, repair, invoice or customer service matter are not considered marketing.

8. Platforms and Service Providers We Use

To run our website and business efficiently, we may process or store personal data using trusted third-party systems and service providers. These may include:

• Microsoft Office / Exchange
• WordPress
• WPForms
• Capsule
• Transpond
• Quotient
• Audatex
• GT Motive
• Xero
• Dropbox
• Google services
• Appointedd
• Facebook
• Instagram
• LinkedIn
• WhatsApp

These providers may process personal data on our behalf where necessary to help us manage enquiries, estimates, bookings, repairs, communications, accounting, file storage, analytics, website performance and customer relationships.

9. Who We Share Your Data With

We may share personal data where necessary with:

• Website, hosting and form providers
• CRM, email and communications platforms
• Booking and scheduling providers
• Estimating, quoting, repair and invoicing platforms
• Cloud storage and file-sharing providers
• Payment processors and accountants
• Insurers, claims handlers and third-party payers
• Professional advisers
• Regulators, authorities or law enforcement where required by law

We do not sell your personal data.

10. International Transfers

Some of the third-party services we use may process personal data outside the United Kingdom. Where this happens, we take reasonable steps to ensure appropriate safeguards are in place so that your data remains protected.

11. How Long We Keep Your Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, tax, accounting, insurance and record-keeping requirements.

As a general guide:

• General enquiries that do not proceed: up to 12 months
• Estimate and booking records: up to 2 years
• Customer, repair, invoice and payment records: up to 6 years after the end of the relevant financial year, or longer where reasonably necessary for warranty, insurance, legal claims or dispute purposes
• Cookie and analytics data: according to the relevant system settings or consent preferences

12. Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse, alteration or disclosure.

These measures may include:

• Secure passwords and access controls
• Restricted access to customer data
• Use of established software providers
• Routine software and security updates
• Secure storage and deletion practices

No method of transmission over the internet or electronic storage is completely secure, but we take reasonable steps to protect the information we hold.

13. Your Rights

Under UK data protection law, you may have the right to:

• Request access to your personal data
• Request correction of inaccurate or incomplete data
• Request erasure in certain circumstances
• Request restriction of processing in certain circumstances
• Object to processing based on legitimate interests
• Request transfer of your data in certain circumstances
• Withdraw consent where processing is based on consent

To exercise any of these rights, please contact us using the contact details above.

14. Complaints

If you have any concerns about how we use your personal data, please contact us first and we will try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK regulator for data protection matters.

15. Third-Party Websites

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices of those websites or services, and we recommend that you read their privacy policies before submitting personal data.

16. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page and will take effect from the updated date shown at the top.