Privacy Policy

This policy explains what SG Refurbishments does with your personal information when you use this website or get in touch about a job. It covers the cookies we set, the analytics we run and how to turn them off, how long we keep things, and how to ask us for a copy of your information or have it deleted. It is written in plain English on purpose. If anything here is unclear, ring the office in Godstone and ask.

Who we are

SG Refurbishments is the data controller for this website and for any personal information you give us. We are a building and refurbishment company based at 27 High Street, Godstone, Surrey, RH9 8LS, working across Surrey, within about ten miles of our Godstone office, and trading since 2005.

This policy applies to this website and to enquiries you send us by phone, email, the website chat or the contact form.

What we collect, and why

We only collect what we need to answer you and to do the work.

• Enquiry details — your name, phone number, email address, the address of the property, and whatever you tell us about the job, including any photos you send us. We use this to reply, arrange a survey and price the job.
• Customer records — if you go ahead, we keep the quote, our correspondence, site notes and the invoicing details needed to carry out the work and account for it properly.
• Website usage — if you accept analytics cookies, we collect information about how the site is used. That is covered in the two sections below.

We do not sell your personal information, and we do not use it for automated decision-making or profiling.

The newsletter

If you sign up for our newsletter, we keep your email address, when and on which page you signed up, and when you confirmed it. We use it only to send you the newsletter.

Signing up takes two steps: you tick the consent box, then we email you a link to confirm the address is yours. You are not on the list until you press Confirm, so nobody can sign you up without you knowing.

Every newsletter has an unsubscribe link, and one click takes you off the list straight away. You can also ask the office to take you off. The list is stored encrypted with our website host, and the newsletter is sent from our own Microsoft email account. We never share the list or use it for anything else.

Cookies

A cookie is a small file a website stores on your device. Some are needed for the site to work. The rest are optional and only run if you say yes.

Essential cookies keep the site working and remember your cookie choice so we do not ask you again on every page. Under the Privacy and Electronic Communications Regulations (PECR) these do not need your consent, and they cannot be switched off.

Analytics cookies are optional. They are not set when you arrive. They are only set if you accept them in the cookie banner, and they stop being set if you withdraw consent.

• _ga, _ga_<id> — Google Analytics 4. Tells one visitor apart from another and keeps a session together.
• _clck, _clsk, CLID — Microsoft Clarity. Links a session to its recording and heatmap data.

The analytics we run

We run two analytics tools. Neither of them runs until you accept analytics cookies.

Our own visit counter. Separately from the tools above, the site sends a simple count of page views and taps (such as a tap on our phone number) to our own server. This works like a traditional web-server log: it sets no cookie, stores nothing on your device, and our server does not keep your IP address — so it counts visits without identifying visitors, and it is how we see whether the website is doing its job. Because it neither stores anything on your device nor identifies you, it does not need the cookie banner's consent and runs on our legitimate interest in knowing the site works.

Google Analytics 4. This tells us how many people visit, which pages they read, roughly which town or region they are in, and whether they arrived from a search engine, a link or an advert. We use it to see which pages are actually useful, not to work out who you are. Google states that Google Analytics 4 does not log or store IP addresses.

Microsoft Clarity. Clarity records how people move through a page — clicks, scrolling, and the pointer moving around — and builds heatmaps showing which parts of a page get attention. We use it to find what is confusing or broken. Clarity's masking settings are used so that what you type into the contact form is not captured in a recording.

Both tools are run by third parties — Google and Microsoft — who process the data on our behalf and may store or process it outside the UK. Where that happens, the transfer relies on the safeguards set out in their own data processing terms.

How to withdraw your consent

You can change your mind at any time, and it takes effect straight away.

• Use the Cookie settings link in the footer to reopen the banner and turn analytics off.
• Clear the cookies for this site in your browser settings. That removes the ones already set.
• Most browsers also let you block cookies altogether. The site will still work — only the optional analytics stop.

Withdrawing consent does not affect anything we collected while consent was in place, but nothing further is collected once you turn it off.

Our lawful bases under UK GDPR and PECR

We handle personal information under the UK GDPR and the Privacy and Electronic Communications Regulations (PECR). The basis depends on what we are doing:

• Answering your enquiry and quoting — because you asked us to, and the work is a step towards a contract between us.
• Carrying out work you have booked — to perform our contract with you.
• Keeping accounting, tax and health-and-safety records — to meet a legal obligation.
• Analytics cookies — your consent. PECR requires consent before we store anything non-essential on your device, so nothing analytical runs until you give it.
• The newsletter — your consent, given when you tick the box and confirm your email. You can withdraw it at any time with the unsubscribe link.

Who we share it with

We share personal information only where we need to, and only with organisations that handle it for us:

• Our website host and the form provider that delivers your enquiry to us.
• Google and Microsoft, for the analytics described above, and only if you have accepted analytics cookies.
• Our accountants, and anyone we are required by law to give information to.

We do not sell your personal information, and we do not pass your details to other companies to market to you.

How long we keep it

We keep personal information only as long as there is a reason to have it, then delete it.

• Enquiries that do not become jobs — kept while we deal with the enquiry and for a limited period afterwards, in case you come back to us, then deleted.
• Customer and job records — kept for as long as we may need them for tax and accounting, and for any question that comes up about the work.
• Analytics data — held by Google and Microsoft for the retention period set in each tool, then deleted or aggregated by them.
• The newsletter — kept while you are subscribed. If you unsubscribe, we keep only your email address, marked as unsubscribed, so you are never sent the newsletter again by mistake.

Your rights

Under the UK GDPR you can ask us to:

• give you a copy of the personal information we hold about you;
• correct anything that is wrong or incomplete;
• delete it, where we have no continuing reason to keep it;
• stop or limit what we do with it;
• hand it over in a portable format; and
• stop using it where we have relied on our own legitimate interests.

Where we rely on your consent, you can withdraw it at any time. There is no charge for any of this, and we will reply within one month.

Contact us about your information

For anything to do with your personal information — a copy of it, a correction, a deletion, or a question about this policy — contact the office in Godstone:

SG Refurbishments
27 High Street, Godstone, Surrey, RH9 8LS
Phone: 01883 337 700
Email: officeadmin@sgrefurb.co.uk

If you are not happy with how we have handled your information, you can complain to the Information Commissioner's Office, the UK's data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113. We would rather you came to us first so we can put it right.

Changes to this policy

If we change how we handle personal information — a new analytics tool, a new supplier, a different retention period — we will update this page and change the date below.

Last updated: [publish date]