Privacy Policy

This Privacy Policy explains how Duplus Architectural Systems Ltd collects, uses, stores and protects personal information through our websites:

• www.duplusarchitectural.co.uk
• www.duplus.co.uk

This policy also explains your rights and how you can contact us if you have any questions about how we use your personal information.

1. Who we are
Duplus Architectural Systems Ltd is responsible for the personal information we collect and use through our websites.

Duplus Architectural Systems Ltd
370 Melton Road
Leicester
LE4 7SL
United Kingdom
Telephone: 0116 2610 710
Email: sales@duplus.co.uk

2. What personal information we collect
The personal information we collect depends on how you use our websites.

Information collected through duplusarchitectural.co.uk

On www.duplusarchitectural.co.uk, we mainly collect information when you contact us using our enquiry form, email address or telephone number.

This may include:

• your first name and last name
• your email address
• your telephone number, if provided
• project details
• project start date
• architectural drawings, specifications or other project information you choose to send to us
• any other information you provide when contacting us

Information collected through duplus.co.uk

On www.duplus.co.uk, we may collect additional information because users may create an account, place orders, make payments or manage their details online.

This may include:

• your name
• company name
• billing address
• delivery address
• email address
• telephone number
• account username and password
• order history
• enquiry details
• payment and transaction details
• VAT or invoice information, where relevant
• communication records
• any other information you provide when using our website, placing an order or contacting us

We do not usually store full payment card details ourselves. Payments may be processed securely by third-party payment providers. These providers may collect and process payment information in accordance with their own security and privacy procedures.

3. Where we get personal information from

We usually collect personal information directly from you when you:

• complete a website form
• create an online account
• place an order
• request a quotation
• email us
• telephone us
• send us drawings, specifications or project information
• communicate with us about an enquiry, order, project, complaint or claim

We may also receive personal information from:

• contractors, architects, consultants, suppliers or other project contacts
• publicly available sources, such as company websites, planning portals, Companies
  House, tender portals or professional platforms
• service providers who help us operate our websites, process orders, manage payments or provide IT support

4. Why we use personal information

We use personal information for the following purposes:

To respond to enquiries and provide quotations

We use your contact details and project information to respond to enquiries, discuss your requirements, review drawings and specifications, and prepare quotations.

To provide goods and services

We use personal information to process orders, manage customer accounts, arrange delivery, provide invoices, communicate about orders and provide customer support.

To manage online accounts

If you create an account on www.duplus.co.uk, we use your information to create and manage your account, allow you to log in, view order information and manage your details.

To process payments

We use payment and transaction information to process payments, confirm orders, manage refunds where applicable and keep financial records.

To communicate with you

We may use your contact details to respond to emails, calls, enquiries, project discussions, account queries, order queries, complaints or claims.

To meet legal, accounting and tax requirements

We may need to keep certain records to comply with legal, financial, accounting, tax, audit or regulatory requirements.

To deal with complaints, disputes or legal claims

We may use personal information to investigate complaints, respond to claims, keep records of communications and protect our legal and commercial interests.

To maintain website security and functionality

We may use technical information, such as cookies, IP addresses or website usage data, to keep our websites secure, improve performance, prevent fraud and understand how our websites are used.

5. Our lawful bases for using personal information

Under UK data protection law, we must have a lawful basis for using personal information.

Depending on the situation, we may rely on one or more of the following lawful bases:

Contract

We use personal information where it is necessary to take steps before entering into a contract or to perform a contract with you. This includes responding to quotation requests, processing orders, managing accounts, arranging deliveries and providing goods or services.

Legitimate interests

We use personal information where it is necessary for our legitimate business interests,
provided those interests are not overridden by your rights and freedoms.

Our legitimate interests include:

• responding to enquiries
• preparing quotations
• communicating with customers, potential customers, suppliers and project contacts
• managing project discussions
• improving our services
• keeping appropriate business records
• dealing with complaints, disputes or claims
• protecting our business and website security

We only use information that is necessary for these purposes and we do not use it in a way that would be unexpected or unfair.

Legal obligation

We use personal information where we need to comply with legal obligations, including accounting, tax, financial record keeping, company records, health and safety, regulatory or legal requirements.

Consent

We may rely on consent in limited situations, for example where you agree to receive optional marketing communications or where consent is required for certain non-essential cookies. Where we rely on consent, you can withdraw your consent at any time.

6. Marketing communications

We do not use personal information from website enquiries simply to send unrelated marketing unless we have a lawful basis to do so.

If we send marketing emails, we will do this in accordance with applicable law and provide a clear way to unsubscribe.

You can ask us to stop sending marketing communications at any time by contacting us using the details in this policy.

7. Cookies and website information

Our websites may use cookies and similar technologies to help the websites work properly, improve performance, understand website usage and support security.

Some cookies are essential for the operation of the website. Other cookies, such as analytics or marketing cookies, may require your consent.

You can usually manage cookies through your browser settings or through any cookie settings tool provided on our website.

8. Who we share personal information with

We may share personal information where necessary with:

• website hosting providers
• IT support providers
• email and cloud service providers
• payment processors
• delivery or courier companies
• accountants, auditors or professional advisers
• suppliers, subcontractors, contractors, architects, consultants or other project parties,
  where relevant to an enquiry, quotation, order or project
• legal advisers, insurers or debt recovery services, where necessary
• public authorities, regulators or law enforcement bodies, where required by law

We only share personal information where it is necessary and appropriate for the relevant purpose.

9. International transfers

Some of the service providers we use may process personal information outside the United Kingdom. Where this happens, we will take steps to ensure that appropriate safeguards are in place to protect your personal information in accordance with data protection law.

10. How long we keep personal information

We will only keep personal information for as long as necessary for the purposes for which it was collected, including responding to enquiries, preparing quotations, managing orders, maintaining accounts, dealing with complaints or claims, and meeting legal, accounting or reporting requirements.

As a general guide:

• Website and general enquiries that do not result in a quotation, order or project are normally kept for up to 2 years.
• Quotation, tender and project-related correspondence may be kept for up to 15-20 years after the enquiry, quotation or project has been completed or closed
  (Particularly in relation to projects that fall within the Building Safety Act 2022).
• Customer account information is kept while the account remains active and for a reasonable period afterwards in case it is needed for order history, customer service, accounting or legal purposes.
• Order, payment, invoice and accounting records are normally kept for 6 years, or longer where required by law.
• Complaints, disputes or legal claims may be kept for up to 12 years after the matter has been resolved, or longer where necessary to protect our legal position.
• Technical website records and security logs are normally kept only for as long as necessary for security, troubleshooting and website management.

When personal information is no longer required, we will securely delete it, anonymise it or put it beyond use where appropriate.

11. How we protect personal information

We take reasonable steps to protect personal information from unauthorised access, loss, misuse, alteration or disclosure.

These steps include:

• access controls
• password protection
• secure website and hosting arrangements
• secure payment processing through third-party providers
• staff awareness and internal procedures
• limiting access to personal information to those who need it for their role

No website or electronic system can be guaranteed to be completely secure, but we take appropriate steps to reduce the risk of unauthorised access or misuse.

12. Your rights

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

• request access to the personal information we hold about you
• request correction of inaccurate or incomplete information
• request deletion of your personal information in certain circumstances
• request restriction of processing in certain circumstances
• object to processing based on legitimate interests
• request transfer of your personal information in certain circumstances
• withdraw consent where we rely on consent

The rights available to you may depend on the reason we are using your personal information.
To exercise your rights, please contact us using the details below.

13. Your right to object

Where we use your personal information based on legitimate interests, you have the right to object to that use in certain circumstances.

If you object, we will consider your request and stop using your information unless we have a strong reason to continue using it, or unless it is needed for legal claims.

14. Contact us

If you have any questions about this Privacy Policy or how we use your personal information, please contact us:
Duplus Architectural Systems Ltd
370 Melton Road
Leicester
LE4 7SL
United Kingdom
Telephone: 0116 2610 710
Email: sales@duplus.co.uk

15. Complaints

If you are unhappy with how we use your personal information, please contact us first so that we can try to resolve the matter.

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

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be published on our websites with the updated date shown at the top of the policy.