Privacy Policy

Website: avanaflooring.co.uk

Effective from: 16/04/2025

1. Introduction

Avana Flooring (“we”, “our”, “us”) respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store and protect your information when you visit our website, use our instant estimator, interact with Ava, submit an enquiry, book a home visit, or otherwise use our services.

2. Information We Collect

We may collect and process the following categories of personal data:

Contact information
Name, email address, telephone number, postal address and postcode.

Enquiry and communications data
Information you provide when you contact us by form, email, phone, live chat, chatbot or other messaging tools.

Chatbot and estimator data
Questions, messages, room details, project details, preferences, calculator inputs, approximate pricing requests, uploaded floor photos, and other information submitted through Ava or our instant estimator.

Technical data
IP address, browser type, device type, operating system, referring URLs, pages viewed, dates and times of access and general website usage information.

Transaction and service data
Quotation history, survey information, measurements, installation records, invoices, payment records and purchase history.

Marketing and preference data
Your communication preferences and any choices you make about receiving updates from us.

3. How We Use Your Information

We use personal data to:

  • provide the products and services you request;
  • respond to enquiries and provide customer support;
  • operate our website, instant estimator and Ava chatbot;
  • generate approximate project pricing guidance and help match flooring from uploaded images;
  • arrange surveys, quotations, bookings and installations;
  • improve our website, estimator, chatbot and customer experience;
  • keep internal records of enquiries, transcripts and project history;
  • comply with legal, accounting and regulatory obligations;
  • protect our business, systems and users from misuse, spam and fraud.

4. Ava, Instant Estimator & Chat Data

Our website includes interactive tools such as our instant flooring cost calculator and “Ava”, our AI-powered chat Our website includes interactive tools such as our instant flooring cost calculator and “Ava”, our AI-powered chat assistant.

These tools are designed to provide helpful guidance, including approximate pricing, product suggestions, and flooring advice based on the information you provide.

When you use these features, we may collect and process:

  • Information you enter into the calculator (such as room sizes or project details)
  • Messages and questions submitted through the chat
  • Uploaded images (for example, flooring photos for matching)
  • Basic technical data required for the tools to function properly

We may store this information, including chat transcripts, to:

  • respond to your enquiry
  • improve our services and advice
  • maintain internal records of customer enquiries

Some responses are generated using AI-assisted systems to help provide fast and helpful answers. These responses are intended as guidance only and do not constitute a formal quotation or final specification.

Final measurements, recommendations, and quotations are always confirmed by a member of our team following a home visit.

5. Legal Basis for Processing

We rely on one or more of the following lawful bases under UK GDPR:

Contractual necessity
Where processing is necessary to provide a quotation, arrange a survey, supply products, complete installation work or otherwise perform a contract with you.

Legitimate interests
Where processing is necessary for the legitimate interests of running and improving our business, handling enquiries efficiently, maintaining service records, improving our estimator and chatbot tools, and protecting our systems and website, provided those interests are not overridden by your rights and freedoms. ICO guidance notes that organisations must identify and document an appropriate lawful basis when using AI and personal data.

Consent
Where required, including for optional cookies and similar technologies, or where you choose to provide information in certain circumstances. The ICO says optional cookies and similar technologies require clear information and consent unless they are strictly necessary.

Legal obligation
Where we must process data to comply with legal or regulatory requirements.

6. Sharing Your Information

When you use Ava or our instant estimator, we may process the information you type or upload in order to:

  • respond to your questions;
  • provide indicative or approximate pricing guidance;
  • help identify likely flooring styles from uploaded images;
  • suggest suitable products or next steps;
  • keep a transcript of your enquiry for quality, training, customer service and business administration purposes.

Chatbot replies and estimator results are intended as guidance only and do not form a fixed quotation or legally binding decision. Final product recommendations, site assessments, measurements, availability and quotations are confirmed by a member of our team.

Where AI-assisted tools are used, personal data remains subject to UK GDPR and transparency obligations.

7. Uploaded Images and Project Information

We retain your personal data as long as necessary to fulfil the purpose of your request for a flooring measure, quote or installation in order to fulfil any guarantees and carry out appropriate customer service follow-up. Records of, bookings quotations and measurements are held securely by third party software providers. We are legally required to retain any paperwork related to your installation with us for a period of seven years, after which time we securely destroy the information. Your contact details are held on our systems for the duration of this time, we may contact you with product and service related follow-up information regarding your flooring or enquiry.

8. Sharing Your Information

We may share your information with trusted third parties where necessary, including:

  • website hosting, maintenance and security providers;
  • email and communications providers;
  • analytics, spam prevention and technical support providers;
  • software providers used to manage enquiries, bookings, estimates, quotations, chat transcripts or customer records;
  • payment processors, accountants, legal advisers and insurers;
  • regulators, law enforcement or other authorities where required by law.

If third-party providers process personal data on our behalf, they do so under appropriate contractual protections.

We do not sell your personal data to third parties.

9. International Transfers

Some of our service providers may process or store data outside the UK. Where this happens, we take reasonable steps to ensure that appropriate safeguards are in place so that your personal data remains protected in line with UK data protection law.

10. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including We retain personal data only for as long as necessary for the purposes for which it was collected, including customer service, record keeping, guarantees, business administration and legal compliance.

In practice:

  • enquiry, chatbot and estimator records may be retained for customer service, follow-up and internal business records;
  • quotation, booking, survey and installation records may be retained for warranty, complaint handling, insurance, tax and accounting purposes;
  • paperwork and related records connected with installations may be retained for up to seven years where required or justified for legal, tax or business record purposes.

We securely delete or anonymise data when it is no longer needed.

11. Cookies and Similar Technologies

Our website may use cookies and similar technologies for functionality, security, performance, analytics and user experience. This may include cookies or local device storage used to keep chat sessions working properly or remember estimator/chat state on your device.

Where cookies or similar technologies are strictly necessary for the service you request, they may be used without separate consent. Where they are not strictly necessary, appropriate consent should be obtained before they are set. This is in line with ICO guidance on cookies and similar technologies.

For more detail, please see our Cookie Policy.

12. Automated Processing

We may use automated tools, including AI-assisted systems, to help organise enquiries, generate indicative responses, analyse uploaded flooring images and provide approximate estimator outputs.

These tools are used to support customer service and sales enquiries. They are not intended to make solely automated decisions that have legal or similarly significant effects on you. Where a formal quote, site decision, booking or installation recommendation is needed, this is confirmed through our normal business process.

ICO guidance explains that organisations should be transparent about profiling and automated processing and provide appropriate safeguards where relevant.

13. Security

We implement appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure or destruction. However, no system can be guaranteed to be completely secure.

14. Third-Party Links

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices of those third parties, and you should review their privacy information separately.

15. Your Rights

Under UK GDPR, you have rights including the right to:

  • access the personal data we hold about you;
  • request correction of inaccurate or incomplete data;
  • request erasure of your personal data where applicable;
  • object to certain processing;
  • request restriction of processing;
  • request transfer of your data in certain circumstances;
  • withdraw consent where processing relies on consent;
  • complain to the Information Commissioner’s Office.

The ICO emphasises that people must be clearly informed about how their data is used and what rights they have.

To exercise your rights, please contact us at sales@avanaflooring.co.uk.

16. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page together with an updated effective date.

17. Contact Us

If you have any questions or concerns about this Privacy Policy, please contact us at:

Avana Flooring
Email: sales@avanaflooring.co.uk
Phone: 01793 205223
Address: Unit 6, Wroughton Business Park, Swindon, SN4 9BH