Privacy Notice

Horizon Windscreens Ltd (“Horizon”, “we”, “us”) respects your privacy and is committed to handling personal information responsibly and transparently.

This Privacy Notice explains what personal information we collect, why we use it, where it may come from, who we may share it with, how long we keep it and the rights available to you.

Horizon Windscreens Ltd is the data controller for personal information covered by this notice where Horizon determines how and why that information is used.

Depending on how you interact with Horizon and the work involved, we may collect:

Contact information: - name; - telephone/mobile number; - email address; - postal or service address.

Vehicle and job information: - vehicle registration; - VIN where required; - make, model and specification; - vehicle/glass/component information; - mileage where relevant; - information about damage, faults or required work; - insurance/claim information where relevant.

Quotation, booking and transaction information: - enquiries; - quotations; - appointment information; - job instructions; - invoices and payment records; - communications and authorisations.

Vehicle-condition and technical records: - pre-work and post-work inspection records; - vehicle-condition photographs; - photographs of glass/components/work areas; - technician notes; - diagnostic information and fault codes; - scan evidence; - ADAS calibration information and reports; - information concerning work completed or recommended.

Communications: - emails; - SMS/text messages; - WhatsApp communications; - relevant records or notes of telephone conversations; - correspondence relating to enquiries, jobs, complaints or warranty matters.

Horizon does not currently record telephone calls.

Website information:

Where you use our website, we may receive information you provide through Contact or Get a Quote forms, including photographs or attachments you choose to submit through functionality that supports them.

The Contact form does not provide a photograph-upload facility.

The Get a Quote form can accept relevant photographs.

Website enquiries are processed by the website enquiry service and transmitted to Horizon by email.

The audited website enquiry route does not create a permanent website database copy of the enquiry or a separate permanent website store of submitted photographs.

Submitted Quote photographs are transmitted as email attachments and may subsequently form part of Horizon's business or job records where the work is accepted or booked and retention is necessary.

Short-lived technical information may also be processed for website security and rate limiting.

Further information about cookies and similar technologies is provided in Horizon's Cookie & Website Technologies Policy.

CCTV operates at the premises from which Horizon works and covers internal and external areas.

The CCTV system is owned and operated by the landlord rather than Horizon.

Horizon's Director has authorised access to footage where reasonably necessary.

The system records video only and does not record audio.

Footage is ordinarily retained for approximately 14 days, subject to the landlord's operation of the system.

Relevant footage may be preserved for longer where reasonably required in connection with an incident, complaint, insurance matter or legal claim.

Most personal information is provided directly by you when you:

• request a quotation;
• contact Horizon;
• book work;
• provide vehicle details;
• communicate with us;
• make payment;
• raise a complaint or warranty concern.

We may also receive information from an authorised repairer, bodyshop, fleet operator, insurer or other business partner that instructs Horizon in connection with a vehicle or job.

Vehicle information may also be obtained or confirmed using specialist supplier systems and vehicle/glass identification portals, using information such as registration or VIN.

We may use personal information to:

• respond to enquiries;
• prepare quotations;
• identify the correct vehicle, glass or component;
• arrange and manage bookings;
• perform vehicle-glass, ADAS, diagnostic and related work;
• carry out pre-work and post-work inspections;
• maintain technical and job evidence;
• communicate about work;
• obtain necessary authorisations;
• issue invoices and process payments;
• maintain accounting and tax records;
• administer guarantees and warranty matters;
• investigate complaints;
• establish, exercise or defend legal claims;
• prevent or investigate fraud, theft, damage or other incidents;
• manage relationships with trade and business partners;
• maintain appropriate business and quality records; and
• comply with legal or regulatory obligations.

We do not rely on one lawful basis for everything.

Depending on the purpose, Horizon may rely on:

Contract

Where processing is necessary to provide a quotation at your request, arrange a booking, perform the agreed work, communicate about that work or otherwise fulfil our contract with you.

Legal obligation

Where we need to retain or use information to meet applicable legal obligations, including appropriate accounting, taxation and other statutory requirements.

Legitimate interests

Where processing is necessary for legitimate business purposes and those interests are not overridden by your rights and freedoms.

Those interests may include:

• maintaining appropriate evidence of work performed;
• documenting vehicle condition;
• protecting Horizon and customers in the event of a dispute;
• investigating complaints and warranty claims;
• maintaining service quality;
• preventing or investigating fraud, theft or damage;
• managing appropriate business-to-business relationships; and
• establishing or defending legal claims.

Consent

We may use consent where it is specifically appropriate.

We do not rely on acceptance of our Customer Terms & Conditions as blanket consent for unrelated marketing use of vehicle or customer photographs.

Relevant jobs may involve photographs of:

• the vehicle;
• existing damage;
• glass/components;
• the immediate work area;
• pre-work condition;
• work undertaken;
• post-work condition; and
• technical evidence.

These photographs can form part of Horizon's job record and may be used where reasonably necessary for performing or documenting the work, quality control, warranty matters, complaints or legal claims.

Operational/job photography is separate from marketing photography.

Acceptance of Horizon's Terms & Conditions does not automatically give Horizon permission to use identifiable customer or vehicle photographs for advertising or social-media marketing.

Horizon currently communicates with customers and business contacts through:

• telephone;
• SMS/text;
• email; and
• WhatsApp.

These channels are used for enquiries, quotations, bookings, job communication, authorisations, invoices and related customer service.

Horizon does not currently operate proactive direct-marketing campaigns to previous private customers.

If this changes in future, we will review the relevant privacy and direct-marketing requirements before introducing such activity and update our privacy information where required.

Where reasonably necessary, information may be shared with appropriate organisations involved in providing or administering our services, including:

• job-management and invoicing providers;
• accounting providers;
• payment-processing providers;
• email and communications providers;
• glass/component suppliers;
• vehicle/glass identification services;
• specialist diagnostic, coding or technical-support providers;
• insurers, bodyshops, fleets or other instructing organisations where relevant;
• professional advisers;
• IT, website and hosting/service providers;
• law-enforcement, regulatory or other authorities where required or permitted by law.

Horizon currently uses systems including Tradify for job, quotation and invoice management and Xero for accounting, together with Google Workspace and Microsoft/Outlook for business communications.

Website enquiries are transmitted through website hosting/email-delivery infrastructure before reaching Horizon's business mailbox.

We do not sell customer personal information.

Customers may currently pay using methods including:

• payment/card links;
• card payment in person;
• bank transfer; and
• cash.

Where card or payment services are provided by a payment processor, payment information is processed through the relevant provider's systems.

Horizon does not need to retain full card details merely because a customer has paid by card.

Horizon may use appropriately selected specialist third parties for diagnostic, coding or other technical assistance.

Where personal or vehicle information needs to be shared for that purpose, we aim to provide only the information reasonably required to perform the relevant technical task.

Horizon does not retain personal information indefinitely without reason.

Different records require different retention periods according to their purpose, applicable legal requirements, warranty obligations and the reasonable need to establish or defend claims.

Our general retention approach includes:

• general enquiries that do not become jobs: normally up to 12 months;
• unsuccessful quotations: normally up to 12 months;
• completed customer job records: normally up to 6 years;
• relevant pre-work/post-work inspections and operational job photographs: normally retained with the associated job record for up to 6 years where necessary;
• ADAS calibration reports and diagnostic/scan evidence forming part of a job record: normally up to 6 years;
• material customer authorisations and job communications: normally retained with the relevant job record where necessary;
• invoices, accounting and tax records: retained for the applicable statutory/accounting period;
• formal complaint records: normally up to 6 years after closure where necessary;
• CCTV footage: ordinarily approximately 14 days unless relevant footage needs to be preserved for a specific incident, complaint, insurance matter or legal claim.

Where Horizon has provided a Lifetime Workmanship Guarantee, limited information necessary to establish the qualifying installation, customer and guarantee entitlement may need to be retained for longer than the ordinary job-record period where the guarantee remains relevant.

Where a third-party provider independently retains information, its own technical retention periods may also apply.

Retention periods are reviewed through Horizon's Data Retention Schedule.

Some technology and service providers used by Horizon may process or store personal information outside the United Kingdom.

This may include website hosting, email-delivery, communications or cloud-service providers.

Where UK personal information is transferred internationally and UK data-protection law requires safeguards, Horizon expects the relevant transfer to be covered by an appropriate lawful transfer mechanism or other applicable safeguard.

The precise location of processing can depend on the provider, service and account configuration.

Horizon takes reasonable organisational and technical measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Access should be limited to people who reasonably need the information for their work.

More detailed internal requirements are established through Horizon's Data Protection Policy and associated procedures.

Depending on the circumstances and lawful basis involved, you may have rights including:

• access to personal information held about you;
• correction of inaccurate information;
• erasure in certain circumstances;
• restriction of processing in certain circumstances;
• objection to certain processing;
• data portability where applicable; and
• withdrawal of consent where processing relies on consent.

These rights do not apply identically in every circumstance.

If you wish to exercise a data-protection right, please contact Horizon.

Where Horizon relies on legitimate interests, you may have the right to object to processing in relevant circumstances.

If you object, we will consider your circumstances and the reasons for the processing.

If you have concerns about the way Horizon handles your personal information, please contact us first so that we can investigate.

Data-protection complaints will be handled under Horizon's data-protection complaint procedure and applicable statutory requirements.

You also have the right to complain to the Information Commissioner's Office (ICO).

Horizon does not intentionally contract directly with or provide its services to persons under 18.

We will review this Privacy Notice periodically and update it where Horizon's services, systems, data use or legal obligations materially change.

Where a new use of personal information requires updated privacy information, this should be addressed before the new processing begins.

Data-protection enquiries should be directed to:

Horizon Windscreens Ltd For the attention of: Director

Current telephone, email, postal and website contact details are available through Horizon's Contact page.