PRIVACY POLICY

Hugh Crane (Cleaning Equipment) Ltd is committed to protecting your personal information and respecting your privacy.

This Privacy Policy explains what personal information we collect, how we use it, who we share it with, how long we keep it and the rights available to you.

We process personal information in accordance with applicable UK data protection and privacy legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR) and amendments introduced by the Data (Use and Access) Act 2025.

1. Who We Are

The data controller is:

Hugh Crane (Cleaning Equipment) Ltd

South Walsham Road

Acle

Norwich

Norfolk

NR13 3ES

Email: sales@hughcrane.co.uk

Telephone: 01493 750072

For questions about this Privacy Policy, your personal information or your data protection rights, please contact us using the details above.

2. Personal Information We Collect

Depending on how you interact with us, we may collect:

• Your name and contact details, including address, email address and telephone number;
• Billing and delivery addresses;
• Company or business details;
• Account login and customer account information;
• Order, transaction, delivery, return and warranty information;
• Payment-related information;
• Communications and enquiries you send to us;
• Marketing preferences;
• IP address, browser, device and technical information;
• Information about how you use our website;
• Cookie and other storage and access technology information; and
• Other information you voluntarily provide to us.

Payment card information is processed securely by our payment providers. We do not normally store complete payment card details ourselves.

3. How We Collect Your Information

We may collect personal information directly from you, for example when you:

• Place an order;
• Create an online account;
• Contact us by telephone, email, post or through our website;
• Request a quotation or product information;
• Subscribe to marketing communications;
• Request a return, repair or warranty service; or
• Visit one of our branches or otherwise deal with us.

We may also collect information automatically when you use our website through server logs, cookies and other storage and access technologies.

Where appropriate, we may receive information from third parties including payment providers, delivery companies, suppliers and manufacturers, publicly available business sources, and professional, fraud-prevention or legal service providers.

Where we obtain personal information from another source, we will only use it where we have a lawful reason to do so.

4. How We Use Your Personal Information

Processing Orders and Providing Services

• Process and fulfil orders;
• Take and administer payments;
• Arrange delivery;
• Manage customer accounts;
• Process returns, refunds and exchanges;
• Provide warranty, repair and after-sales support; and
• Communicate with you about an order or service.

Our lawful basis will normally be performance of a contract or taking steps at your request before entering into a contract.

Customer Service and Enquiries

We use your information to respond to enquiries, provide quotations, supply product information and provide customer support. Our lawful basis may be performance of a contract, taking steps before entering a contract, or our legitimate interests in operating our business and responding to customers.

Business Administration

• Accounting and financial records;
• Tax and regulatory compliance;
• Internal administration;
• Business planning;
• Managing suppliers and commercial relationships; and
• Establishing, exercising or defending legal claims.

Our lawful basis may be a legal obligation or our legitimate interests in operating and protecting our business.

Fraud Prevention and Security

We may process personal information to protect our website, payment systems, customers and business against fraud, cybercrime and other unlawful activity. Our lawful basis is normally our legitimate interests in maintaining the security and integrity of our systems and transactions, together with any applicable legal obligations.

Website Operation and Improvement

• Operate and secure our website;
• Identify technical problems;
• Understand how our website is used;
• Improve website functionality and customer experience; and
• Measure website performance.

Where these activities involve cookies or other storage and access technologies, our use of those technologies is governed by the choices and legal exceptions described in section 6 and our Cookie Policy.

5. Marketing

We may contact you about Hugh Crane (Cleaning Equipment) Ltd products, services, promotions and other relevant information where permitted by law.

For individual customers, sole traders and certain partnerships, electronic marketing will normally be based on:

• Your consent; or
• The soft opt-in permitted under PECR where we obtained your contact details during a sale or negotiations for a sale, are marketing our own similar products or services, and gave you an opportunity to opt out.

For business contacts working for corporate organisations, we may use business contact information for relevant business-to-business marketing where permitted by PECR and the UK GDPR, including where our legitimate interests provide an appropriate lawful basis.

You can stop receiving marketing communications at any time by using the unsubscribe option included in our electronic marketing communications or contacting us at sales@hughcrane.co.uk.

We will not sell your personal information to third parties for their own marketing purposes.

Where you opt out, we may retain limited information on a suppression list so that we can respect your preference and avoid contacting you again for marketing purposes.

6. Cookies and Similar Technologies

Our website uses cookies and other storage and access technologies. Our Cookie Policy explains these technologies in more detail and should be read alongside this Privacy Policy.

We group the cookies and similar technologies used on our website into the following categories:

• Strictly Necessary - required to keep the website secure and working, including shopping basket, checkout, account sign-in and cookie preferences.
• Functional - supports optional features and enhanced website functionality, such as live chat where enabled.
• Analytics - helps us understand website visits, usage and performance so that we can improve the website.
• Advertising - helps us measure advertising and, where you consent, show relevant advertising on other websites or platforms.

Some technologies require your consent. Where consent is required, optional technologies remain off until you choose to enable them. Certain technologies may be used without consent where a specific PECR exception applies, including strictly necessary technologies and qualifying statistical or functionality uses. Where an exception requires it, we will provide a simple and free way to object.

You can accept, reject or manage optional cookies through the Cookie Settings on our website and can change your choices at any time. The Cookie Policy and Cookie Settings provide the current information about active cookies, providers, purposes and durations.

7. Payment Processing

When you place an online order, payments are processed securely by Stripe. Stripe may collect payment and transaction information, together with identifying information about the device used to access its services, to process and authenticate payments, prevent and detect fraud, operate and improve its services, and comply with applicable legal obligations.

Stripe processes personal information in accordance with its own privacy information. You can read the Stripe Privacy Policy and Privacy Centre. Hugh Crane (Cleaning Equipment) Ltd does not normally receive or retain your full payment card number.

8. Who We Share Personal Information With

We only disclose personal information where necessary and where we have a lawful basis to do so. Recipients may include:

• Website hosting and IT providers;
• Payment processors;
• Delivery companies and couriers;
• Product manufacturers and suppliers where required for fulfilment, technical support or warranty claims;
• Email and marketing service providers;
• Analytics and advertising providers;
• Telephone and communications providers;
• Accountants, auditors, insurers and professional advisers;
• Debt recovery and legal service providers;
• Government authorities, regulators, courts or law enforcement bodies where legally required; and
• A purchaser, potential purchaser or adviser in connection with a sale, restructuring or transfer of all or part of our business.

Service providers processing personal information on our behalf are required to protect that information and use it only for authorised purposes.

We do not sell your personal information.

9. International Transfers

Some of our service providers may process or store personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we will ensure that an appropriate legal mechanism is used. Depending on the destination and recipient, this may include:

• UK adequacy regulations;
• The UK Extension to the EU-US Data Privacy Framework where applicable;
• The UK International Data Transfer Agreement;
• The UK Addendum to approved EU Standard Contractual Clauses; or
• Another lawful transfer mechanism permitted by UK data protection law.

Where required, appropriate transfer assessments and safeguards will be put in place to ensure that the level of protection for personal information is not materially lower following the transfer.

You may contact us for further information about safeguards relating to international transfers.

10. How Long We Keep Personal Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, taking account of legal, tax, accounting, contractual and regulatory requirements.

• Orders, invoices and transaction records will normally be retained for up to six years where necessary for accounting, tax, contractual or legal purposes.
• Customer account information may be retained while your account remains active and for an appropriate period afterwards.
• Enquiries and correspondence will normally be retained only for as long as reasonably necessary to deal with the enquiry and any resulting business relationship or dispute.
• Marketing information will be retained while we have a lawful reason to use it. Where you opt out, limited suppression information may be retained so that we can continue to respect your preference.
• Cookie and website analytics information is retained in accordance with the periods described in our Cookie Policy, Cookie Settings and the settings of the relevant service.

We may retain information for longer where required by law, where there is an ongoing dispute or where reasonably necessary to establish, exercise or defend legal rights.

11. Security

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, unlawful processing, accidental loss, alteration, disclosure and destruction.

Measures may include access controls, secure systems, encryption in transit, security monitoring, appropriate staff access restrictions and contractual safeguards with service providers.

No internet or electronic communication system can be guaranteed to be completely secure, but we take reasonable and appropriate steps to protect the information entrusted to us.

12. Special Category Personal Information

We do not normally need or seek to collect special category personal information, such as information about health, racial or ethnic origin, religious beliefs, biometric information, sexual orientation or trade union membership.

Please avoid providing this information unless it is genuinely necessary.

If we receive special category information, we will only process it where we have both a lawful basis under the UK GDPR and an applicable condition for processing special category data.

Providing this type of information does not, by itself, mean that you have given explicit consent for us to process it.

13. Automated Decision-Making and Profiling

We may use analytics, advertising or security tools which involve automated processing or profiling.

Hugh Crane (Cleaning Equipment) Ltd does not ordinarily use solely automated decision-making that produces legal or similarly significant effects on customers.

Payment providers, fraud-prevention providers or other service providers may use automated systems as part of their own services. Their use of personal information is governed by their applicable privacy information.

If we introduce solely automated decision-making that has a legal or similarly significant effect on you, we will provide the information and safeguards required by applicable law.

14. Your Data Protection Rights

Depending on the circumstances and lawful basis used, you may have the right to:

• Request access to your personal information;
• Ask us to correct inaccurate or incomplete information;
• Request deletion of your personal information;
• Request restriction of processing;
• Object to processing based on legitimate interests;
• Object at any time to the use of your information for direct marketing;
• Request data portability where applicable;
• Withdraw consent at any time where processing is based on consent; and
• Exercise applicable rights relating to automated decision-making.

These rights are not absolute and may be subject to legal exemptions.

You can exercise your rights verbally or in writing. You do not need to use a specific form or wording.

We may ask for reasonable information to confirm your identity before responding.

We will respond to valid requests without undue delay and within the timescales required by data protection law. In certain circumstances the response period may be extended, or paused while reasonably required clarification is obtained, as permitted by law.

There is normally no charge for exercising your rights.

15. Your Right to Object to Direct Marketing

You have the right to object at any time to the use of your personal information for direct marketing.

If you object, we will stop using your personal information for that purpose.

You can unsubscribe from electronic marketing using the link provided in the communication or contact us at sales@hughcrane.co.uk.

16. Data Protection Complaints

If you have a concern or complaint about how Hugh Crane (Cleaning Equipment) Ltd has handled your personal information, please contact us so that we can investigate.

You can make a complaint by email, telephone or post using the contact details in this Privacy Policy. For clarity, you may mark correspondence: Data Protection Complaint.

We will:

• Provide an appropriate way for you to submit your complaint;
• Acknowledge your complaint within 30 days;
• Take appropriate steps to investigate it;
• Keep you informed where appropriate; and
• Inform you of the outcome without undue delay.

You also have the right to complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

Website: ico.org.uk

You are not required to complain to us before exercising your right to contact the ICO.

17. Information Required to Provide Our Services

Certain personal information is required so that we can enter into or perform a contract with you. For example, we generally require your name, contact details, delivery address and payment information to process an online order.

If required information is not provided, we may be unable to process an order, provide a requested service or enter into a contract with you. Where information is optional, we will aim to make this clear.

18. Children

Our website and products are intended primarily for business and adult customers and are not directed at children.

We do not knowingly seek to collect personal information from children. If we become aware that personal information relating to a child has been collected in circumstances where it should not have been, we will take appropriate steps in accordance with data protection law.

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, technology, service providers or legal requirements.

Where a change materially affects how we use personal information, we will take appropriate steps to bring the change to the attention of affected individuals where required.

The latest version will always be published on our website.

Last updated: 24 September 2026