Privacy Policy

This privacy policy sets out how Cloudy2Clear UK Limited uses and protects your personal data.

1. Important information and who we are

Privacy policy

This privacy policy gives you information about how Cloudy2Clear UK Limited collects and uses your personal data (whether you are a consumer or business customer) through your use of this website or through other dealings with us, including any data you may provide when you purchase a product or service or enter into any promotion, survey, competition or prize giveaway we are running.

This website is not intended for children and we do not knowingly collect data relating to children.

Controller

Cloudy2Clear UK Limited is the controller and responsible for your personal data (collectively referred to as “we“, “us” or “our” in this privacy policy).

If you have any questions about this privacy policy, including any requests to exercise your legal rights (paragraph 9), please contact us using the information set out in the contact details section (paragraph 10).

 

2. The types of personal data we collect about you

Personal data means any information about an individual from which that person can be identified. Data protection laws only apply to individuals, so whilst these laws generally do not extend to legal entities themselves (such as limited liability companies), they can apply to the individuals associated with those entities if we process their personal data.

We may collect, use, store and transfer different kinds of personal data about you, whether you are a consumer or business customer, which we have grouped together as follows:

• Identity Data includes job title (if you are a business customer), first name, last name, any previous names, username or similar identifier, marital status, title, date of birth and gender.
• Contact Data includes billing address, delivery address, email address and telephone numbers.
• Financial Data includes bank account and payment card details (not for business customers unless you use an individual’s bank account and/or payment card details on behalf of you).
• Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
• Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, device ID and other technology on the devices you use to access this website.
• Profile Data includes purchases or orders made by you, your interests, preferences, feedback and survey responses.
• Usage Data includes information about how you interact with and use our website, products and services.
• Image Data includes images of you taken by us or on our behalf during your use of our products and/or services or in connection with any promotion, survey, competition or prize giveaway we are running. We will only collect this data your knowledge and agreement.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We may also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals’ Usage Data to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our website to help improve the website and our service offering.

We do not ordinarily collect any special category data, however, we may in rare circumstances do so if there is an incident on site that requires us to record medical information relevant to that incident.

 

3. How is your personal data collected?

We use different methods to collect data from and about you including through:

• Your interactions with us. You may give us your personal data by filling in online forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when:
  • we supply our products and services to you;
  • we process your payment for the products and services;
  • we provide you with information about similar products that we provide;
  • we supply your details to C2C UK Warranty Limited (company number 10084297) (the “Guarantor”) for the purposes of providing our 25-year guarantee associated with the products and services (the “Guarantee”);
  • you request or agree for marketing to be sent to you;
  • you enter into any promotion, survey, competition or prize giveaway we are running; and
  • you give us feedback or contact us.
• Passive data capture. For example, your image may also be recorded if we are recording videos or taking photos on site.
• Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy (Cookie Policy – Cloudy2Clear Windows) for further details.
• Third parties or publicly available sources. We may receive personal data about you from third parties such as analytics providers (we currently use Google Analytics).

4. How we use your personal data

Legal basis

The law requires us to have a legal basis for collecting and using your personal data. We rely on one or more of the following legal bases:

• Performance of a contract with you: Where we need to perform the contract we are about to enter into or have entered into with you.
• Legitimate interests: We may use your personal data where it is necessary to conduct our business and pursue our legitimate interests, for example to prevent fraud, to enable us to give you the best and most secure customer experience, to promote our business and to allow you to participate in any promotion, survey, competition or prize giveaway we are running. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
• Legal obligation: We may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. We will identify the relevant legal obligation when we rely on this legal basis.
• Consent: We rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose, for example if you subscribe to an email newsletter.

Purposes for which we will use your personal data

We will only use your personal data when the law allows us to. We may collect and process the personal data about you for the following purposes:

Where you are a customer of ours (“customers” includes both consumers and business customers):

• Provide and maintain our services – we will use your Identity, Contact, Financial and Transaction Data in order to process and deliver services to you, including, but not limited to, our franchisees operating under us (the “Franchisees”) to supply and install glass double glazing units at a site. Such activities are necessary for the performance of our contract with you, or to enter into such a contract.
• Contacting us – when you contact us with an enquiry or to request information, we will use your Identity and Contact Data to respond to you. We may also need to use your Financial and/or Transaction Data depending on the nature of your contact or query. This is in our legitimate interests in efficiently running our business and communicating with you. It may also be necessary for us to take steps prior to entering into a contract with you.
• Advertising, marketing and public relations – we may use the Identity, Contact, Technical, Usage Data, Profile Data and/or Marketing and Communications Data of our customers (both consumers and business customers) to form a view on what we think our customers may want or need, or what may be of interest to them and in doing so we will only send information that is deemed relevant to their use of our services. This assist us with ensuring we comply with our legal obligation as to the use of your personal data for marketing, and is in our legitimate interest in promoting our business. We may, in limited circumstances where the law requires it, rely on your express consent for our marketing activities using your personal data. We may also use Image Data as part of our marketing efforts, and this is in our legitimate interest in promoting our business.
• Administration – we may use your Identity, Contact and Technical Data for the purpose of protecting and operating our business, which is in our legitimate interests.
• Promotions, surveys, competitions and prize giveaways – we may use your Identity, Contact, Financial, Transaction, Profile and Image Data for the purpose of operating any promotions, surveys, competitions and prize giveaways we decide to run and which you decide to enter as well as for fulfilling our promotion, competition and/or prize giveaway terms and conditions in accordance with our legitimate interests and contractual obligations and promoting the outcome of those promotions, surveys, competitions and prize giveaways in accordance with our legitimate interests.

We may also have to process your personal data as it is necessary to comply with a legal obligation (for example, record keeping for tax and accounting purposes).

In very rare circumstances we may need to process health data due to an incident on site. Where this is necessary, we do so as part of our legitimate interest and/or to protect your vital interests. As this processing involves special category data, we also rely on the fact that it is potentially necessary as part of a legal claim and/or that it is necessary to protect yours (or another’s) vital interest (but only if you cannot consent). We may also rely on your consent if that is feasible in the circumstances.

Where you access our website (Double Glazing Repairs & Window Glass Replacement | Cloudy2Clear) or enquire about our services:

• Contacting us – if you contact us to our enquire about our services (or for any other purpose), we will process your Identity Data and Contact Data in order to deal with your enquiry and communicate with you. This is in our legitimate interests in dealing with enquiries, furthering our business interests and communicating with you. It may also be necessary for us to take steps prior to entering into a contract with you.
• Administration – we may use your Technical Data and Usage Data for the purpose of protecting our business and our website, including troubleshooting, data analysis, testing, system maintenance, reporting and hosting of data. This is in our legitimate interest in running our business and for compliance with our legal obligations.
• Website Analytics – as you navigate our website, Technical and Usage Data may be collected automatically. We do this to find out things such as the number of visitors to the various parts of the website, and to help us to improve the content of the website and to customise the content or layout of the website for you. This is in our legitimate interests in keeping our website updated and relevant, to develop our business and to inform our marketing strategy.

Where personal data is collected via cookies (see below), we will seek your express consent for the use of those cookies.

Other circumstances:

We may also use personal data which you provide to us, where the law allows us to do so, where we need to comply with a legal or regulatory obligation, including the prevention of crime.

For clarity, where we rely on our legitimate interests to process personal data we do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Cookies

For more information about the cookies we use and how to change your cookie preferences, please see Cookie Policy – Cloudy2Clear Windows.

 

5. Disclosures of your personal data

We may share your personal data where necessary with the parties set out below for the purposes set out above.

• Our Franchisees will undertake work on behalf us, therefore, we may need to share personal data that is necessary for our Franchisees to provide the services.
• If the Guarantee is applicable to you/your transaction with us, we may need to share personal data that is necessary for our Guarantor to provide you with the Guarantee.
• Where it is necessary for the performance of our contract with you, including where you have asked us to do so or where we need to take steps to enforce any contract which may be entered into between us.
• Where we use third parties to provide services that are relevant to your interaction and/or transaction with us, such as a payment services provider.
• Where we use third party service providers to enhance our business (this only applies where we have a lawful basis to share your data for such purposes – see “How we use your personal data” above), and this will typically be in relation to marketing and advertising. In most cases, this will be in reliance on your consent and via cookies (about which more information is available in our cookie policy and cookie consent mechanism on our website).
• Where we are under a legal duty to do so in order to comply with any legal obligation.
• Where you enter into any promotion, competition or prize giveaway to the Advertising Standards Agency and where, such promotion, competition or prize giveaway terms require us to publish or make available information that indicates that a valid award took place, to third parties requesting such information (save where you have expressly requested that we do not do so).
• In order to protect the rights, property or safety of our business, our employees and workers, customers, suppliers and others.
• We may share your personal data where necessary with third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.
• In the case of Image Data, where that is included in marketing materials. As above set out above, whilst we do not rely on your consent to collect Image Data we will only do so with your knowledge and agreement.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

If you would like further information regarding the current specific of any entities we disclose your personal data to in accordance with the above categories (such as our Franchisees), please contact us using the details at paragraph 10below.

 

6. International transfers

We may transfer your personal data to service providers that carry out certain functions on our behalf. This may involve transferring personal data outside the UK to countries which have laws that do not provide the same level of data protection as the UK law.

Whenever we transfer your personal data out of the UK to service providers, we ensure a similar degree of protection is afforded to it by ensuring that at least one of the following safeguards are in place:

• we will only transfer your personal data to countries that have been deemed by the UK to provide an adequate level of protection for personal data; or
• we may use specific standard contractual terms approved for use in the UK which give the transferred personal data the same protection as it has in the UK.

Most commonly, international transfers will remain within the European Economic Area, which is the subject of an adequacy decision. However, as above, if your data is going to be transferred outside of the UK or EEA, then we will ensure one of the above safeguards is in place.

Please contact us if you want further information on the specific mechanism used by us when transferring your personal data outside the UK.

 

7. Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

 

8. Data retention

How long will you use my personal data for?

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

By law, we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.

In some circumstances you can ask us to delete your data (see paragraph 9 below for further information).

 

9. Your legal rights

You have a number of rights under data protection laws in relation to your personal data.

You have the right to:

• request access to your personal data (commonly known as a “subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it;
• request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us;
• request erasure of your personal data in certain circumstances. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. 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;
• object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) as the legal basis for that particular use of your data (including carrying out profiling based on our legitimate interests). In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your right to object;
• you also have the absolute right to object any time to the processing of your personal data for direct marketing purposes;
• request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you;
• withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent; and
• request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in one of the following scenarios:
  • if you want us to establish the data’s accuracy;
  • where our use of the data is unlawful but you do not want us to erase it;
  • where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
  • you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

If you wish to exercise any of the rights set out above, please contact us (see Contact details paragraph 10).

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.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other 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.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

 

10. Contact details

If you have any questions about this privacy policy or about the use of your personal data or you want to exercise your privacy rights, please contact us in the following way:

Email address: [email protected]

 

11. Complaints

You have the right to make a complaint at any time to the Information Commissioner’s Office (“ICO”), the UK regulator for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

 

12. Changes to the privacy policy and your duty to inform us of changes

We keep our privacy policy under regular review. This version was last updated January 2026.

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.

 

13. Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.