CarpenTro

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Privacy Policy

Effective date: 1 October 2026 · Last updated: 1 October 2026

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In short: we collect only the information we need to quote, schedule and carry out carpet, rug and installation work, we never sell it, and you can ask us to see, correct or delete it at any time.

1. Who we are

This website is operated by CarpenTro (“CarpenTro”, “we”, “us”, “our”), a provider of carpet cleaning, rug washing, carpet installation and commercial carpet care services. CarpenTro is the controller of the personal information described in this policy. Our full contact details are listed on our Contact page.

This policy explains what information we collect when you visit carpentro.com, request a quote, book a service or communicate with us, how we use that information, and the choices and rights you have.

2. Information we collect

We collect information in three ways:

  • Information you give us — your name, phone number, email address, the service you are interested in, details about your carpets, rugs or premises, photos you send, preferred dates and any message you include in our quote form, by email, phone or messaging apps.
  • Information created when we provide a service — booking records, written quotes, job notes, before-and-after photos of the work area, invoices and payment confirmations.
  • Information collected automatically — when you browse our website, our server and analytics tools may record your IP address, browser type, device, pages visited, referring page and the date and time of your visit. See our Cookie Policy for details.

We do not knowingly collect sensitive personal information, and we ask you not to send it to us.

3. How we use your information

  • To respond to enquiries and prepare written quotes.
  • To schedule, carry out and follow up on cleaning, washing, collection, delivery and installation work.
  • To issue invoices, process payments and keep accounting records.
  • To contact you about your booking, including reminders, changes and aftercare advice.
  • To handle complaints, re-clean requests, refunds and warranty questions.
  • To keep our website secure, prevent spam and fraud, and understand how visitors use our pages so we can improve them.
  • To meet legal, tax and regulatory obligations.

We will only send you marketing messages, such as seasonal reminders, if you have asked to receive them. Every marketing message includes a simple way to opt out.

4. Why we are allowed to use it

We process personal information because it is necessary to provide the services you request or to take steps at your request before entering into an agreement; because we have a legitimate interest in running, securing and improving our business in ways you would reasonably expect; because we must comply with legal obligations; or, where required, because you have given consent, which you may withdraw at any time.

5. Who we share it with

We do not sell, rent or trade your personal information. We share it only where necessary with:

  • Our own technicians, rug studio staff and installers who need it to complete your job.
  • Service providers that support our business, such as website hosting, email, form handling, backup, payment and accounting providers, who may only use it on our instructions.
  • Professional advisers such as accountants, insurers and lawyers, where reasonably necessary.
  • Authorities or other parties where we are required by law, or need to protect our rights, our staff or the public.

6. How long we keep it

We keep enquiry information for up to 12 months if you do not book a service. Booking, job and invoice records are kept for as long as required for accounting and legal purposes, normally up to six years. Photos taken during a job are kept for up to 24 months to support aftercare and re-clean requests. After these periods, information is deleted or anonymised.

7. How we protect it

We use reasonable technical and organisational measures to protect personal information, including encrypted connections (HTTPS), access controls on our systems, strong passwords, regular backups, limited staff access and secure handling of paper records. No method of transmission or storage is completely secure, but we work to protect your information and will act promptly if we become aware of a breach.

8. Your rights and choices

Subject to applicable law, you may ask us to:

  • Confirm whether we hold information about you and give you a copy.
  • Correct information that is inaccurate or incomplete.
  • Delete information we no longer need or have no lawful reason to keep.
  • Restrict or object to certain uses, including direct marketing.
  • Withdraw consent where we rely on it.

To make a request, contact us using the details on our Contact page. We will respond within 30 days and may need to verify your identity first.

9. Children

Our website and services are intended for adults. We do not knowingly collect personal information from children. If you believe a child has sent us information, please contact us and we will delete it.

Our website may link to social media platforms, maps or messaging services. Those services have their own privacy policies, and we are not responsible for how they handle your information.

11. Changes to this policy

We may update this policy from time to time. The “last updated” date at the top shows when it was last changed. Significant changes will be highlighted on this page.