Who We Are

ROQSOLID is the trading name under which amplifiercoversonline.com, pianocoversonline.com, removalscoversonline.com, roqsolid.direct, pianocovers.direct, removalscovers.direct and customcoversonline.com fall (referred to in this document using "We", "Us", "Our" or the "Company"). We are a small family business based in Leeds, UK that prides itself in designing, developing and manufacturing protective covers and bags for a variety of industries.

Our Approach

When you shop with us or use our services, you trust us with your data. We're a company that puts you, our customer, first, respecting you as an individual but also as a member of our community. We listen to our customers to understand your expectations and make sure these are reflected in our business decisions. We are committed to maintaining your trust and confidence. In this Privacy Policy, we have provided details on when and why we collect your personal information, how we use it, the very limited conditions under which we may disclose it to others and how we keep it secure.

Information We Collect

We collect personal information about you when you visit our factory, use our Websites ("Websites"), or use our web or mobile device applications ("Mobile Apps") or if you communicate with us by phone, e-mail and social media. We refer to our Websites and Apps collectively as "Online Services".

The types of information we collect includes:

1. Personal details such as your name, address, email address, phone number and other contact information.

2. Transaction information, such as the product you purchased, its price, your method of payment and your payment details.


When you're online the information we collect includes:

1. Account information, like your username, password, and other identifiers or credentials you use to access our online services or to buy our products and services.

2. IP address and cookie data.

3. Information that you provide in your dealings with us. This includes photographs, testimonials, dimensions submissions, logo submissions and further services and/or information requests from us.


The situations when you provide personal information could include when you:

1. Purchase products at our stores, telephonically or in person

2. Register or use our Online Services

3. Request to receive marketing or other communications

4. Enter one of our competitions or complete one of our customer surveys

5. Submit information when you are providing feedback or submitting dimensions

6. Use interactive features of our Online Services

How We Use Your Information

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data. These are set out below.


When we're required to enter into a contract with you

We use your personal information to process your order and payment or to give you a refund.


Where you have provided consent

We use email and text messages to communicate with you about our products and services, competitions, offers, promotions or special events where you tick a box agreeing to same.


For example

1. To inform you when we have a special offer discount available

2. To make you aware of new products when they are launched

3. To let you know your consignment is ready for collection

4. To provide details when your consignment has been dispatched


Where there is a Legitimate Interest

As a Company we are often required to process your personal data in order to carry out certain tasks relevant to our business relationship or potential therefore. In such cases, processing of personal data can be justified on grounds of legitimate interest.


Communications

1. To provide customer support and to respond to, and communicate with you about your requests

2. To contact you if we need to obtain or provide additional information

3. To check our records are correct and to check every now and then that you are happy and satisfied (e.g. customer surveys).

4. For marketing activities (other than where we rely on your consent) e.g. marketing permissions captured during the course of a sale, personalising marketing messages through social media and other third party platforms

5. To send promotional material in the post or inform you of our offers by telephone

6. To comply with a request from you in connection with the exercise of your rights (for example where you have asked us not to contact you for marketing purposes, we will keep a record of this on our suppression lists in order to be able to comply with your request)

7. To send communications to you about your orders, purchases or accounts

8. To let you post on our blogs and interact with us through social media.


Personalise & Improve our Service

To personalise your experience on our online services. This could include providing you with interesting, relevant content, or making navigation to our Sites and Mobile Apps easier

To help us understand more about you as a customer, the products and services you use, the way you use them and how you shop so we can serve you better

Improve the content and appearance of the Website(s) or App(s), and to make sure that content is presented in the most effective manner for you

To operate, evaluate and improve our business, including the development of new products and services; to determine the effectiveness of our sales, marketing and advertising; and the analysis and improvement of our products, offers, promotions, and Online Services and other technologies

To show you relevant ads by using data collected from your devices, including your searches, location, ads that you have seen and personal information that you have given us, such as your age range, gender and topics of interest. Dependant on your Ads Settings, this data informs the ads that you see across your devices. So if you visit our website on your computer at work, you might see ads about our products or services on your phone later that night.


Company Interest

To protect against, identify and prevent fraud and other criminal activity, claims and other liabilities

For network and information security in order for us to take steps to protect your information against loss or damage, theft or unauthorised access.

Use Of Information For Legal Obligations


When we are required to comply with a Legal Obligation

We will use your personal information to comply with our legal obligations including

1. To identify you when you contact us

2. To verify the accuracy of data that we hold about you

3. To assist HMRC and/or the Police and/or other regulatory bodies in relation to an investigation by a public authority.


Where it is in your Vital Interest

In certain circumstances it is in your vital interests for us to process your personal information. We may need to contact you if there are any urgent safety or product recall notices or where we otherwise reasonably believe that the processing of your personal information will prevent or reduce any potential harm to you.

Who we share your information with

Our service providers

Where delivery has been paid for and consignments are not being collected, we work with couriers and the Royal Mail. As a result we have to provide sufficient data for them to be able to fulfil their role in the completion of your order.


Other organisations and individuals

We may transfer limited personal information to other organisations in certain scenarios. For example:


1. When you apply for credit

2. Where we are collaborating on an order

3. If required to by law, under any code of practice by which we are bound or we are asked to do so by a public or regulatory authority such as the Police or the Department for Work and Pensions

4. Information may also be shared with fraud prevention agencies to prevent fraudulent payments or claims

5. If we need to do so in order to exercise or protect our legal rights, users, systems and services

6. In response to requests from individuals (or their representatives) seeking to protect their legal rights or the rights of others

With emergency services (if you make an emergency call), including your approximate location


Credit Reference Agencies

In order to process a credit application (business customers only) we'll supply your personal information to credit reference agencies (CRAs) and they will give us information about you.

This will include information from your credit application and about your financial situation and financial history. CRAs will supply to us both public (including the electoral register) and shared credit, financial situation and financial history information and fraud prevention information. We will use this information to:


1. Assess your creditworthiness

2. Verify the accuracy of the data you have provided to us

3. Prevent criminal activity, fraud and money laundering

4. Trace and recover debts

5. To make sure any offers provided to you are appropriate to your circumstances

If you do have an account with us, we'll also continue to exchange information about you with CRAs on an on-going basis, including about your settled accounts and any debts not fully repaid on time. CRAs will share your information with other organisations. Your data will also be linked to the data of your spouse, any joint applicants or other financial associates.

The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail at www.equifax.co.uk/crain

How Long We Keep Your Information On File

Because of the nature of our products we will keep your personal information for as long as you're a customer and / or until you tell us otherwise by unsubscribing or requesting to be removed specifically. After you stop being a customer, we may keep your data for up to 7 years after the last time you interacted with us, however we will not market to you. Reasons we will retain your information could include one of the ways specified in "How we use your information" and for one of these reasons


1. To respond to any questions or complaints

2. To show that we treated you fairly

3. To maintain records according to rules that apply to us

4. To establish, bring or defend legal claims.


We may keep your data for longer than 7 years if we cannot delete it for legal, regulatory or technical reasons. We may also keep it in order to help support product recalls or safety notices. If we do, we will make sure that your privacy is protected and only use it for those purposes. We do not retain personal information in an identifiable format for longer than is necessary.

Your Access To Information We Hold On You

You have the right to request what personal information we hold about you. This is sometimes called a 'Data Subject Access Request'. If we agree that we are obliged to provide personal information to you (or someone else on your behalf), we will provide it to you free of charge. Before providing personal information to you or another person on your behalf, we may ask for proof of identity and sufficient information about your interactions with us that we can locate your personal information. Except in rare cases, we will respond to you within 30 days after we have received this information or, where no such information is required, after we have received your request.


If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it.


In certain circumstances you have the right to request a copy of your personal information from us or to have that information passed to an organisation of your choice in a format that can be easily re-used.


Right to stop or limit our processing of your data

You have the right to object to us processing your personal information if we are not entitled to use it any more, to have your information deleted if we are keeping it too long or have its processing restricted in certain circumstances.


Where we rely on our legitimate interests, as set out under 'How we use your information', you may object to us using it for these purposes. If we agree that your objection is justified in accordance with your rights under data protection laws, we will permanently stop using your data for those purposes. Otherwise we will provide you with our justification as to why we need to continue using your data.


You can ask us to restrict the use of your personal information if


1. It isn't accurate.

2. It has been used unlawfully but you do not want us to delete it.

3. It is not relevant any more, but you want us to keep it for use in legal claims.

4. You have already asked us to stop using your data but you are waiting for us to tell you if we are allowed to keep on using it.


Please note that we may be required by law to retain certain information. Before we are able to provide you with any information or correct any inaccuracies, we may ask you provide other details to help us respond to your request.

If you would like to exercise these rights, please email us at Information Access Request.


Please make sure you provide the following identification documents as part of your application:

1. One proof of identity - we can accept an unexpired copy of either your passport or your driver's licence

2. One proof of address - we can accept a copy of most recent (and less than 3 months old) credit or debit card statement or a utility bill showing the same name and address on your account or driving license where it hasn't be used as proof of identity (see above)

Right To Stop Or Limit The Processing Of Your Data

We won't send you marketing messages if you tell us not to.You can click onto the "unsubscribe" link in any communication that we send to you by email which will automatically unsubscribe you from that type of communication. Each "unsubscribe" link only relates to that specific type of communication. Please also note that you may continue to receive Service communications in relation to the product and services we have sold to you. In relation to our App(s), you can manage your preferences in the App(s) Alternatively, you can unsubscribe by submitting your request Unsubscribe.


Please note that it may take up to 28 days to process your request.

Security

We use technical and organisational security measures to protect the personal information supplied by you against loss, destruction, and any unauthorised access by third parties.


All our sites use Industry Stabdard SSL Encryption to protect any personal information you may provide.

Links To Other Sites & Social Plugins

Our websites (which includes this Privacy Policy) may contain links to other websites run by other organisations which we do not control. This policy does not apply to those other websites and Apps so we encourage you to read their specific privacy statements.


We use so-called social plugins (buttons) of social networks such as Facebook, Google+, You Tube, Instragram, Twitter and others.


After activation of a button, the social network can retrieve data, independently of whether you interact with the button or not. If you are logged on to a social network, the network can assign your visit to the website to your user account.


If you are a member of a social network and do not want that network to combine data retrieved from your visit to our websites with data they hold on you, you must log out from the social network concerned before activating the buttons.

Cookies

The purpose of our Cookies Policy is to help explain what they are, why you are collecting them, and what information cookies store.


What are cookies?

Like most websites, ROQSOLID websites use cookies to collect information. Cookies are small data files which are placed on your computer or other devices (such as 'smart phones' or 'tablets') as you browse the website. They are used to "remember" when your computer or device accesses our websites.

Cookies are essential for the effective operation of our websites and to help you shop with us online. They are also used to tailor the products and services offered and advertised to you.


Information collected

Some cookies collect information about browsing and purchasing behaviour when you access a website with the same computer or device. This includes information about pages viewed, products purchased and your journey around a website. We don't use cookies to collect or record information on your name, address or other contact details.


How are cookies managed?

The cookies stored on your computer or other devices when you access our websites are assigned by our website and are necessary to let you make purchases.


What are cookies used for?

The main purposes for which cookies are used are technical - essential for the effective operation of our websites, particularly in relation to on-line transactions and site navigation.


How do I disable cookies?

If you want to disable cookies you need to change your website browser settings to reject cookies. How you can do this will depend on the browser you use. Further details on how to disable cookies for the most popular browsers are available online.


What happens if I disable cookies?

This depends on which cookies you disable, but in general the website may not operate properly if cookies are switched off. If you only disable third party cookies, you will not be prevented from making purchases on our sites. If you disable all cookies, you will not be able to complete a purchase on our sites.

Complaints To Us

If you have a question or a complaint about this policy, the way your personal information is handled, or any other data-related complaint, please contact us by one of the following means:

By Email: roqsolid@roqsolid.co.uk

By Snailmail: ROQSOLID, Unit 9, Carr Mills Business Center, 919 Bradford Road, Birstall, West Yorkshire, WF17 9JX, UK.

Complaints To The ICO (Information Commissioners Office)

We ask you do us the courtesy of complaining to us first so we have the opportunity to address your complaint in the first instance.

You do have the right to complain to the Information Commissioners Office (ICO) if you are concerned about the way we have processed your personal information. Please visit the ICO's website for further details at: https://ico.org.uk

Changes To This Policy

Changes to this Policy

We may review this policy from time to time and any changes will be notified to you by posting an updated version on our website and/or by contacting you by email.