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Privacy Policy

We take our responsibilities seriously and want to be completely transparent with you when it comes to your data/ This page details everything you need to know about how we use and protect your data.

PRIVACY POLICY

Last updated 3rd June 2025

INTRODUCTION

At Relentless Interiors Limited, protecting our customers by keeping their personal data secure is our top priority. Our commitment to keeping your data secure applies to data collected when you use our website (relentlessmicrocement.com) (the “website”), when you interact with us through social media, email, or phone, or when you participate in our competitions or events.

WHO WE ARE

Relentless Microcement is a trading name of Relentless Interiors Limited (Company number 09935111). Our registered address is Suite 2 The Point, Mayfield Road, Ilkley, England, LS29 8FL (collectively referred to as “Relentless”, “we”, “us” and “our” in this Privacy Policy). For the purposes of the data protection legislation we are the data controller.

We are responsible for your personal data collected through the website, or when you contact us or interact with us through social media, email or phone. You can contact us by emailing info@relentlessmicrocement.com or by post at the above address.

We have appointed a data protection officer (“DPO”) who is responsible for overseeing questions in relation to this Privacy Policy.  If you have any questions about this Privacy Policy, including any requests to exercise your legal rights, please contact the DPO, Sally Hotchin, using the details above.

HOW WE KEEP YOUR DATA SECURE

We have appropriate organisational safeguards and security measures in place to protect your data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.

The communication between your browser and our website uses a secure encrypted connection wherever your personal data is involved.

We require any third party who is contracted to process your personal data on our behalf to have security measures in place to protect your data and to treat such data in accordance with the law.

In the unfortunate event of a personal data breach, we will notify you and any applicable regulator when we are legally required to do so.

Where personal data is transferred outside of the UK, including to service providers, we will ensure that appropriate safeguards are in place to protect that data in accordance with UK data protection laws. These safeguards may include the use of standard contractual terms approved by the UK Information Commissioner’s Office (namely the International Data Transfer Agreement), adequacy decisions where applicable, and the implementation of additional technical and organisational measures to ensure an equivalent level of protection.  To obtain a copy of any contractual safeguards, please contact us using the contact details above.

THE PERSONAL DATA WE COLLECT

Personal data means any information about an individual from which that person can be identified whether directly or indirectly. It does not include anonymised data, where the identity and identifying information has been removed.

We will not knowingly collect any data from children under the age of 18 or sell products to children. If you are under the age of 18, you are not permitted to use or submit your data to the website.

The following groups of personal data are collected:

  • Identity Data includes information such as: first name, last name, title, occupation, personal description.
  • Contact Data includes information such as: email address, billing address, delivery address, location, country, telephone number and social media id (if you log in by social media) or contact us through social media.
  • Financial Data includes information such as: payment card details and bank account details.
  • Transaction Data includes information such as: details of your purchases and the fulfilment of your orders (such as basket number, order number, subtotal, title, currency, discounts, shipping, number of items, product number, single item price, category, tax etc.); payments to and from you and details of other products and services you have obtained from us, correspondence or communications with you in respect of your orders.
  • Technical Data includes information such as: details of the device(s) you use to access our services, your internet protocol (IP) address, login data, browser type and version, cookies data (to the extent that it can be used to identify you),server logs, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access the website (or otherwise contact us).
  • Profile Data includes information such as: purchases or orders made by you, product and style interests, preferences, feedback and complaints, survey responses and username and passwords.
  • Usage Data includes information such as: how and when you use our website, products and services, how you moved around it, what you searched for; what you entered into your basket and when (and whether these were abandoned), traffic, location, weblogs and other communication data; and details of any other Relentless products and services used by you.
  • Marketing and Communications Data includes information such as: your preferences in receiving marketing (from us and our third parties) and your communication preferences.
  • Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this Privacy Policy.

OUR COMMITMENT

We take the protection of your personal data seriously and will process your personal data fairly, lawfully and transparently.

We will only collect and use your personal data for the following purposes:

  • To fulfil your order(s) or any competitions you enter – including Contact Data, Identity Data, Financial Data, Transaction Data, Profile Data. Our legal basis is to perform a contract with you.
  • To fulfil orders made on your behalf – including Contact Data, Identity Data, Financial Data, Profile Data.  Our legal basis is to perform a contract with you, or on your behalf.
  • To keep you up to date with the latest offers and trends – including Contact Data, Identity Data, Marketing and Communications Data, Usage Data. Our legal basis will either be legitimate interests (to advertise to you and increase our sales) or consent.
  • To give you a better shopping experience, including reminding you of your abandoned basket and informing you of any products that might be related or relevant to you – including Technical Data, Usage Data, Profile Data, Identity Data, Contact Data, Transaction Data, Marketing and Communications Data.  Our legal basis will either be legitimate interests (to advertise to you, improve your experience and increase our sales) or consent.
  • To help us to make our marketing more relevant to you and your interests – including Usage Data, Marketing and Communications Data, Profile Data, Transaction Data, Technical Data, Aggregated Data, Contact Data, Identity Data. Our legal basis will either be legitimate interests (to advertise to you, improve your experience and increase our sales) or consent.
  • To improve our services – including Aggregated Data, Profile Data, Transaction Data. Our legal basis will either be legitimate interests (to improve your experience and increase our sales) or consent.
  • To meet our legal responsibilities.  Our legal basis will be to comply with a legal obligation.

HOW WE GET YOUR DATA

Most of the data we collect is provided by you, the customer, when you’re engaging with us and our brand in the following ways:

Direct interactions – you may give us your Identity Data, Contact Data, Financial Data, Transaction Data, Profile Data, and Marketing and Communications Data by filling in forms, entering information online or by corresponding with us by post, phone, email, telephone or otherwise. This includes personal data you provide, for example, when you:

  • create an account or purchase products on the website;
  • subscribe to our newsletter, training courses or social media sites;
  • enter a competition;
  • complete a voluntary market research survey;
  • contact us with an enquiry, feedback or to report a problem (by phone, email, social media, or messaging service); and
  • when you log in to our website via social media.

Automated technologies or interactions – as you interact with our website, we may automatically collect the following types of data (all as described above): Technical Data about your equipment, cookies and server logs and Usage Data about your browsing actions and patterns and the inclusion of products in your basket and whether these were abandoned. We collect this data by using cookies, server logs and other similar technologies. Please see our Cookie section (below) for further details.

Our telephone calls are also automatically recorded for quality control and training purposes.

Third parties – we may receive personal data about you from various third parties, including:

  • technical data from third parties, including analytics providers such as google. please see further information in the section entitled ‘our use of analysis & targeting tools’.
  • technical data from affiliate networks through whom you have accessed our website;
  • identity and contact data from social media platforms when you log in to our website using such social media platforms;
  • identity and contact data from third parties, including organisations (including law enforcement agencies), associations and groups, who share data for the purposes of fraud prevention and detection and credit risk reduction; and
  • contact, financial and transaction data from third party providers of technical, payment and delivery services.

HOW WE USE YOUR DATA

We will only collect and process your personal data where we have a legal basis to do so. As a data controller, the legal basis for our collection and use of your personal data varies depending on the manner and purpose for which we collected it.

We will only collect personal data from you when:

  • We have your consent to do so.
  • We need your personal data to perform a contract with you. For example, to process a payment from you, fulfil your order or provide customer support connected with an order.
  • The processing is in our legitimate interests (for example, to increase our sales and give you the best customer experience or for quality control and training) and not overridden by your rights.
  • We have a legal obligation to collect or disclose personal data from you.

KEEPING YOUR DATA ON FILE

When it comes to keeping your details on file, we retain your personal data for the following durations:

  • As long as you have an account with us.
  • As long as it is needed to provide services to you.
  • As long as it is reasonably necessary in order to produce support related activities.
  • In respect of personal data used for the purposes of marketing, for as long as you are subscribed to receive marketing communications from us (where we are relying on consent), or where you are a previous customer, for such period of time as is reasonably necessary to meet our legitimate interests (provided that you have not opted-out of such communications).
  • In certain cases, we may keep hold of some of your information after you have closed your account, or it is no longer needed to provide the services to you. This type of situation may arise if your details are needed to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions.

MARKETING PREFERENCES

We may send you marketing communications and promotional offers, if you have opened an account with us or purchased goods from us, or registered for a promotion or event, in the following situations:

  • If you have not opted out of marketing, we may provide marketing materials by email relating to similar goods and/or services.
  • If you have provided us with your details when you entered a competition and you have consented to receiving such marketing (in accordance with your preferences, as explained below) or otherwise provided us with your details and consented to receive marketing, we will contact you by such details.

We may use your Identity, Contact, Technical, Transactional, Usage, Profile Data and Marketing and Communications Data to form a view on what we think you may like, or what may be of interest to you, and to send you details of products and offers which may be relevant for you.

From time to time we may also include with your order, inserts advertising goods or services that you may be interested in and are similar to previous goods or services you have ordered.

In respect of third party marketing communications, we will obtain your express opt-in consent before we share your personal data with any third party for marketing purposes.

You will always have full control of your marketing preferences. If you do not wish to continue receiving marketing information from us (or any third party, if applicable) at any time you can unsubscribe or ‘opt-out’ by using the unsubscribe button and following the link included in the footer of any marketing email.

We will process all opt-out requests as soon as possible, but please note that due to the nature of our IT systems and servers it may take a few days for any opt-out request to be implemented.

If you opt out of receiving marketing communication, you will still receive service-related communications that are essential for admin or customer services purposes.

COOKIES

Our website uses cookies to distinguish you from other users of our website and to keep track of your visits. They help us to provide you with the very best experience when you browse our website and to make improvements to our website. They also help us and our advertising networks to make advertising relevant to you and your interests.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our website may become inaccessible or not function properly. See Cookie Policy for more information.

ADVERTISING

Like many companies, we may target banners and ads to you when you use other websites and apps, based on your Contact, Technical, Usage and Profile Data. We do this using a variety of digital marketing networks and ad exchanges, and a range of advertising technologies such as web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience Service.

OUR USE OF ANALYSIS & TARGETING TOOLS

We use a range of analytics and targeted advertising tools to display relevant website content on our website and online advertisements on other websites and apps (as described above) to you, deliver relevant content to you in marketing communications (where applicable), and to measure the effectiveness of the advertising provided. For example, we use tools such as Google Analytics to analyse Google’s interest-based advertising data and/or third-party audience data (such as age, marital status, life event, gender and interests) to target and improve our marketing campaigns, marketing strategies and website content.

Google will use data for ad personalisation when a customer provides consent. Please see Google’s Privacy & Terms site which provides further detail as to how google uses your personal data.

We may also use tools provided by other third parties, such as Meta and Tik Tok to perform similar tasks, using your Contact, Technical, Usage and Profile Data.

The Digital Advertising Alliance (which includes companies such as Google, Responsys and Facebook) provides a tool called WebChoices that can perform a quick scan of your computer or mobile devices, find out which participating companies have enabled customised ads for your browser, and adjust your browser preferences accordingly.

If you would like any further information about the data collected by these third parties or the way in which the data is used, please contact us.

HOW WE SHARE YOUR DATA

We may disclose and share your personal data as set out below for the following purposes where you have consented for us to do so, where we may have a legitimate interest in doing so (for example, to increase our sales, to enable the collection of payment and to improve our website), or where we may need to do so to perform our contract:

  • to business partners, suppliers, sub-contractors and other third parties that we use in connection with the running of our business for the purposes set out in the table above in the section ‘Our Commitment’, such as:
    • third party service providers that we engage to provide IT systems and software, and to host our website, including krystal.io & afinite.co.uk;
    • third party payment processing services (including Stripe) to process your payment to us. Relentless does not store your payment information. Your payment details are provided to the payment processing service you have selected, who are required to comply with applicable regulations and data protection laws. Please refer to the privacy policy of the relevant provider for details of how they process your personal data;
    • Klaviyo Inc that we use to provide marketing and advertising services;
    • third party service providers including Fedex, TPN & Royal Mail that we engage to deliver goods you have ordered and to manage any returns;
    • third party service providers including Klaviyo that we engage to send emails and postal mail on our behalf including in relation to incomplete orders or abandoned baskets, or marketing communications, to provide data cleansing services and to provide marketing and advertising services; and
    • analytics and search engine providers that assist us in the improvement and optimisation of our website including Google Analytics.
  • if you have consented to receive marketing materials from third parties, or in respect of third parties’ (including co-branded or jointly promoted) products and services, we may pass your data on to the relevant third parties for the purpose of sending you such marketing communications.

STRIPE

Stripe are the data controller in respect of the Personal Information that you give to them (and which they hold about you) when you sign up for, access, or use services, features, technologies or functions offered on the Stripe website (including when using Stripe to pay for goods or services offered on the Relentless website) and in relation to Personal Information collected during the course of business as set out in their Privacy Policy which can be found on their website at stripe.com.

YOUR RIGHTS

When it comes to your personal data, you have a number of rights. These include:

  • The right to be informed about how your personal data is being used by companies.
  • The right to access the personal data we hold about you. You have the right to obtain a copy of the personal data we hold about you and certain information relating to our processing of your personal data.
  • The right to request the correction of inaccurate personal data we hold about you. You are entitled to have your personal data corrected if it is inaccurate or incomplete. You can update your personal data at any time by logging into your account and updating your details directly, or by emailing us at info@relentlessmicrocement.com.
  • The right to request erasure of your personal data.  This enables you to request that Relentless delete your personal data, where there is no good reason for us continuing to process it. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • The right to request that we restrict the processing of your personal data. You have a right to ask Relentless to suspend the processing of your personal data in certain scenarios, for example if you want us to establish the accuracy of the data, or you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it. Where processing is restricted, we are allowed to retain sufficient information about you to ensure that the restriction is respected in future.
  • The right to withdraw your consent where you have previously provided us with it.
  • The right to request that we transfer elements of your personal data either to you or another service provider. You have the right to obtain a digital copy of your personal data or request the transfer of your personal data to another company.
  • The right to object to processing of your personal data. You have the right to object to the processing of your personal data in certain circumstances, for example if we believe we have a legitimate interest in processing it (as explained above). You also have the right to object to our processing of your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your data which override your rights and freedoms.
  • The right to request human intervention for automated decision-making. You have the right to request human intervention where we are carrying out automated decision making when processing your personal data. This form of processing is permitted where it is necessary as part of our contract with you, providing that appropriate safeguards are in place or your explicit consent has been obtained.
  • The right to lodge a complaint. If you have any concerns or complaints regarding the way in which we process your data, please email us directly at info@relentlessmicrocement.com. You also have the right to make a complaint to the ICO (the data protection regulator in the UK) (http://www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please do contact us in the first instance.
  • If you want to exercise your rights, have a complaint to make, or just have a question for us – get in touch by emailing us at info@relentlessmicrocement.com.

We will try to respond to all legitimate requests as soon as possible and within one month. Occasionally, it may take us longer than a month if your request is particularly complex. In this case, we will notify you and keep you updated. We may need to request specific information from you to help us confirm your identity and ensure your right to exercise any of the above rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

No fee usually required – you will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

CHANGES TO OUR PRIVACY POLICY AND YOUR DUTY TO INFORM US OF CHANGES

From time to time we may change this privacy notice. If there are any significant changes we will post updates on our website, applications or let you know by email.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example a new address or email address.