Privacy Policy

Drainfast Ltd (“we” or “us”) is registered in England & Wales - Company Registration Number 07133601. Our head office and registered office is at:- Drainfast Ltd, Vision Park, Selborne Road, Alton, Hampshire, GU34 3HL – telephone number 01420 555600 email:- [email protected]. We also have operational depots at:-

Midlands Depot:- Quarter Mile Drive, off Truggist Lane, Berkswell, Coventry, CV7 7BW

Southern Depot:- Vision Park, Selborne Road, Alton, Hampshire, GU34 3HL

London Depot:- Unit 1, Thurrock Trade Park, Oliver Road, Grays, RM20 3ED

We are committed to protecting your personal data. This Policy, along with our Terms and Conditions, explains how we collect and use personal data about you, whether you deal with us through our central sales team, our depots or our website. We comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003.

Drainfast Ltd is the controller of your personal data, which means we decide how and why it is used. Any matters relating to this Policy can be raised with the Company Legal & Compliance Manager based at our head office – [email protected]

We may collect, use, store and transfer different kinds of data about you / your company which in the main fall into one or more of the following groups:-

• Identity data – e.g. name, username, contact details
• Contact data – e.g. placing an order, billing details, registered office, home address, email and contact telephone number(s)
• Financial data – e.g. credit account application, bank account details, VAT number, information held by credit / fraud agencies as well as payment cards
• Marketing & Communication data - e.g. requesting information existing or new products / services etc., a catalogue, subscription to our e-newsletter, your preferences as to whether you consent to receive marketing from us by post, email or telephone.
• Website and cookie data – information collected by cookies and similar technologies when you use our website (see our Cookie Declaration)
• Technical data – e.g. IP address, login data, browser type and version, and details of the device you use
• Profile data – e.g. your username and password, products/ services provided to you/your company, feedback, survey responses etc.
• Usage data – e.g. how you use our website, including the pages and products you view and what you add to your basket
• Advertising data – e.g. identifiers stored in advertising cookies, and whether you reached our website from one of our adverts
• Payment details

We may receive personal data about you / your business from various third parties and public sources i.e.

• Credit / fraud reference agencies
• Debt collection / tracing organisations
• Contract & Planning applications data from publicly available sources including local authorities, ABI etc., based in the UK.
• Advertising platforms – e.g. an identifier showing which of our adverts you clicked to reach our website

We like to hear your views to help us to improve our products and services, so we may contact you for market research purposes by phone, post and/or email. You always have the choice about whether to take part or continue in our market research.

The law requires us to have one or more lawful reasons (known as lawful bases) to use your information:-

• Contract Performance – information needed to deliver products and / or services to you
• Legal Obligation – e.g. to verify your identity or keep accounting records
• Legitimate Interests – using your information where, on balance, the benefits of us doing so are legitimate and not outweighed by your interests or legal rights e.g. offering better products / services
• Consent – where you have given us your permission, e.g. to use non-essential cookies on our website for analytics, advertising and identifying business visitors. You can withdraw your consent at any time.

We use your information to:-

• Respond to an enquiry from you
• Process credit card payments
• Undertake credit referencing in connection with account applications
• Provide products, and / or services, and to collect / recover monies owed
• Keep an accurate history of transactions and send you invoices and account statements
• Manage our relationship with you including notifying you about product / service updates, asking for feedback
• Administer and protect our business including our website
• Use data analytics to improve our website, products, services, marketing and customer relationships
• Measure and improve the performance of our advertising, with your consent (see “Cookies, analytics and advertising” below)
• Identify organisations that visit our website, so our sales team can contact businesses that may be interested in our products, with your consent (see “Cookies, analytics and advertising” below)
• Deal with issues / complaints with you / your business and to prevent / detect crime, including fraud

Our website uses cookies and similar technologies. Cookies that are strictly necessary for the website to work, such as those that keep you logged in and remember your basket, are always used. We only use other cookies, for preferences, statistics and marketing, if you agree to them. Our Cookie Declaration lists the cookies we use and lets you change or withdraw your consent at any time.

Analytics. With your consent, we use Google Analytics, Microsoft Clarity and Diginius to understand how visitors use our website, so that we can improve it. Microsoft Clarity records how you interact with our pages, such as clicks, scrolling and mouse movements.

Advertising. If you accept marketing cookies, our advertising partners Meta (Facebook and Instagram), Google and LinkedIn use cookies and similar technologies to measure how well our adverts work and to show you more relevant adverts. Each also uses this information under its own privacy policy: Meta, Google and LinkedIn.

Meta. We use the Meta Pixel and Meta's Conversions API. As you browse our website, the Meta Pixel tells Meta which pages you visit, which buttons you click, which products you view, what you add to your basket and when you start checkout. When you place an order, we also send Meta the following information directly from our own systems:

• your order details: order number, products, quantities, prices and order value;
• your billing contact details in hashed form (a one-way encryption that turns them into a code Meta can match against its own records, but cannot read): email address, name, town, county, postcode and country, plus your customer account number if you are logged in;
• your IP address, browser details and the Meta cookie identifiers stored in your browser.

Drainfast Ltd and Meta Platforms Ireland Ltd are joint controllers for collecting this information and sending it to Meta, under the terms of Meta's Controller Addendum. Meta is responsible for how it uses the information once it has received it, as explained in Meta's Privacy Policy. You can exercise your data protection rights with us or with Meta.

If you do not accept marketing cookies, none of this information is sent to Meta, and we only record your choice with your order.

Identifying business visitors. If you accept marketing cookies, we use Lead Forensics to identify the organisations that visit our website. It records the pages you view, the page you came from, documents you download, your browser details and your IP address. Lead Forensics uses the IP address to identify the organisation you are browsing from, so that our sales team can contact businesses that may be interested in our products. See Lead Forensics' Privacy Policy.

Changing your mind. You can change or withdraw your consent at any time using the “Change your consent” link on our Cookie Declaration. This stops information being collected and shared from then on, but cannot recall information that has already been sent.

We take protection of your data seriously and have appropriate process and technology security measures in place to keep it safe. Internally, we restrict access to personal information; only employees who need the information in order to administer their job responsibilities have access to it.

International transfers. Some of our suppliers and partners, including Meta, Google, Microsoft and LinkedIn, process personal data outside the UK, including in the European Union and the United States. Where this happens, we make sure your data is protected by UK adequacy regulations, such as the UK Extension to the EU–US Data Privacy Framework, or by data transfer contracts approved by the Information Commissioner.

We work with carefully selected suppliers who carry out certain functions on our behalf, which may require us to securely transfer your data to them. These include:

• IT, website hosting and email services
• payment processing
• marketing services, market research and data profiling
• live chat (Tawk.to), call tracking (WhatConverts), customer reviews (Trustpilot) and appointment booking (Microsoft Bookings)
• website analytics (Google Analytics, Microsoft Clarity and Diginius)

Suppliers acting on our behalf must keep your data safe, only use it for the purposes we specify and comply with current data protection legislation.

We also share information with:

• advertising platforms – Meta, Google and LinkedIn – which use it for their own purposes as well as ours (see “Cookies, analytics and advertising” above)
• Lead Forensics, to identify organisations that visit our website (see “Cookies, analytics and advertising” above)
• credit reference and fraud prevention agencies, when you apply for a credit account
• the police, regulators and other authorities, where the law requires us to

We have procedures in place to deal with any suspected personal data breach. Where we are legally required to, we will notify the Information Commissioner's Office within 72 hours and tell you without undue delay.

To determine the appropriate retention period for personal data, we consider the volume, type and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure. We will retain your personal data for no longer than is necessary to fulfil the purposes we collected it for, including satisfying any legal, accounting or reporting requirements.

In particular:

• when we send details of an order to Meta, the IP address, browser details and Meta cookie identifiers used are stored with your order and kept for as long as we keep order records;
• a copy of the information sent to Meta is kept in a technical log for troubleshooting, which is automatically overwritten as new entries are added;
• cookies are kept on your device for the periods listed in our Cookie Declaration;
• Meta, Google, LinkedIn and Lead Forensics keep the information they receive under their own retention policies.

The Law guarantees certain rights regarding your personal information that we hold about you:-

• Request Access to your personal data – you have the right to ask whether or not we hold information about you and you are entitled to a copy of that information.
• Request Correction of your personal data – we want to ensure that your personal data is accurate and up to date. If any of the information we hold is incorrect or incomplete please let us know in writing or by email [email protected].
• Request erasure of your personal data – this enables you to ask us to delete or remove personal data where you consider there is no longer any justification for us to have it, for example where:
  • the information is no longer needed for the reason we collected it for
  • we held and used the information based only on your consent which you have now withdrawn
  • we have been using the information unlawfully
  • there is a legal obligation on us to erase the information

If we reject your request, we will inform you of our reasons as to why we will not erase or delete the information.

• Object to processing your personal data – where we are relying on our legitimate interests to use your information, you can object to that use. We will stop unless we have compelling legitimate grounds that override your interests, or need the information in connection with legal claims, and we will tell you if this is the case. You can always object to direct marketing and we will stop. *Remember you can opt out of receiving our marketing communications at any time; please let us know in writing or by email [email protected]. You can opt out of our e-newsletters by clicking the unsubscribe link at the bottom.
• Request restriction of processing – this enables you to ask to block or limit the use of your personal information by us when:
  • You have challenged the accuracy of the information we hold
  • You have objected to a use of information and we are considering whether your objection is valid
  • We have been using your information unlawfully but you want us to continue to hold it rather than erase it
• Request transfer of your personal data – you have the right to get some information that you provided us, either direct to you or a third party you have chosen in a machine readable format
• Withdraw consent at any time where we are relying on your consent to process your personal data. This does not affect our use of your data before you withdrew it. For cookies, advertising and identifying business visitors, use the “Change your consent” link on our Cookie Declaration.

If you wish to exercise any of the rights set out above, please let us know in writing or by email [email protected]. For information we collect and send to Meta as joint controllers, you can also exercise your rights directly with Meta (see “Cookies, analytics and advertising” above).

We will respond to requests for the information we hold on you within one month, or longer where the law allows. Initial requests will not be charged but we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive and alternatively we may refuse to comply with your request in certain circumstances.

In order to protect your personal data being disclosed to any person or company who has no right to receive it, we may need to request specific information from you to confirm your identity and to ensure your rights to access your personal data.

Who can I complain to? In the first instance, please contact us in writing or by email [email protected] in order to resolve the issue. You have the right to complain to the Information Commissioner's Office (ICO) www.ico.org.uk

Changes to this Privacy Policy – this policy is kept under review and the latest version is available on our website or a current copy may be obtained from our head office.

Last updated: 11 November 2026