Privacy Policy

Commercial Linen Group Ltd (“we”, “us”, “our”) respects your privacy. This policy explains what personal information we collect through this website and through our commercial laundry and linen hire service, how we use it, who we share it with, and the rights you have under the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (“PECR”).

1. Who we are

Commercial Linen Group Ltd is the “controller” of the personal information described in this policy, which means we decide how and why it is used.

We are a business-to-business service. Most of the personal information we hold relates to the people who work for our customers and prospective customers, such as owners, managers, purchasing and housekeeping staff.

2. Information we collect

Information you give us

• Enquiries and quotes: your name, company, email address, telephone number, the service you are interested in, and any details you include about your linen type, volume and location or postcode.
• Calls, emails and correspondence: the content of your messages to us and our replies.
• Chat with Lin: the messages you type into our website assistant, “Lin”, and Lin’s replies. Lin is an automated AI assistant. Please do not enter personal, financial or sensitive details in the chat.
• Customer account information: contact and delivery details, collection schedules, stock and service requirements, and invoicing and payment information (for example a billing contact and purchase order details).

Information collected automatically

• When your browser loads this website it necessarily sends your IP address and basic technical information (such as browser type and device) to our hosting provider and to the third-party services listed in section 4.

How the enquiry form works. When you press “Send my enquiry” the details you entered (name, company, email, phone, service and message) are sent to our server and emailed to our enquiries inbox through our email delivery provider, Resend. We do not store them in a website database. We use them only to reply to your enquiry.

We do not intentionally collect special category data (such as health information) or criminal offence data. Please do not include it in your enquiry.

3. How and why we use your information

We must have a lawful basis to use your personal information. The table below sets out what we use it for and the basis we rely on.

Where we rely on legitimate interests, we have considered your rights and expectations and concluded that our use is proportionate. You can ask us for more detail at any time. We do not use your information for automated decision-making or profiling that has legal or similarly significant effects on you.

4. Cookies and third-party services

Cookies. This website does not set cookies of its own and does not use advertising or analytics cookies or similar tracking technologies. Because of this, we do not show a cookie consent banner. If we add analytics or other non-essential cookies in future we will ask for your consent first and update this policy.

Third-party services. To display the website, your browser connects directly to the following providers, which receive your IP address and technical request data as a result. We do not control how they handle it, so please see their own privacy notices.

• Vercel Inc. hosts this website and delivers its pages and images.
• Google Fonts (Google LLC) supplies the fonts used on the website.
• Google (Gemini API) processes the messages you send to our chat assistant, Lin, so that it can generate a reply. Your messages are sent from our server to Google, together with our instructions to the assistant, but not your IP address from your browser. We do not store chat conversations ourselves. Google may keep and use API data in line with its own terms, so please read the Google Gemini API terms and privacy notices. Lin does not make decisions that have legal or similarly significant effects on you.
• unpkg supplies open-source code libraries used to draw the coverage map and animations.
• OpenFreeMap supplies the map tiles for the coverage map.
• Google Maps: the “Open directions” and address links open Google Maps in a new tab only if you click them, and Google’s own privacy policy then applies.

5. Who we share information with

We do not sell your personal information. We share it only where necessary with:

• service providers who help us run our business, such as email, IT and website hosting providers, accountants and professional advisers, and delivery or collection partners, who may only use it on our instructions and under appropriate contracts;
• payment and banking providers, where needed to take or make payments;
• the police, courts, HMRC, regulators or other authorities where we are required by law to do so; and
• a buyer or successor, if our business is sold or restructured, who would be bound to use your information in line with this policy.

6. International transfers

Some of the providers in section 4 are based in, or process data in, countries outside the UK, including the United States. Where personal information is transferred outside the UK we rely on a lawful transfer mechanism, such as the UK adequacy regulations, the UK Extension to the EU–US Data Privacy Framework, or the International Data Transfer Agreement or Addendum approved by the Information Commissioner’s Office (“ICO”), so that your information remains protected.

7. How long we keep information

We keep personal information only for as long as we need it for the purposes above.

• Enquiries that do not become customers: up to 12 months from our last contact.
• Customer records: for the duration of the service and for a reasonable period afterwards to deal with queries or disputes.
• Invoices and accounting records: at least 6 years, as required by UK tax and company law.

When information is no longer needed we delete or anonymise it securely.

8. Security

We use appropriate technical and organisational measures to protect personal information from loss, misuse and unauthorised access, including encrypted (HTTPS) connections to this website and access controls on our systems. No method of transmission over the internet is completely secure. Please be aware that ordinary email is not encrypted end to end, so avoid including sensitive details in an enquiry.

9. Your rights

Under UK data protection law you have the right to:

• be informed about how we use your information (this policy);
• access a copy of the personal information we hold about you;
• rectification: have inaccurate or incomplete information corrected;
• erasure: ask us to delete your information in certain circumstances;
• restriction: ask us to limit how we use your information in certain circumstances;
• data portability: receive certain information in a structured, commonly used format, or have it transferred to another organisation;
• object to our use of your information where we rely on legitimate interests, and to direct marketing at any time; and
• withdraw consent at any time where we rely on your consent, without affecting past use.

To exercise any of these rights, contact us using the details in section 14. We may need to verify your identity first. We will respond within one month, which may be extended by up to two further months for complex or numerous requests, in which case we will tell you. There is normally no charge.

10. Marketing communications

We use your details to contact you about your enquiry or your service. We will only send you marketing about our services where you have asked to receive it or where PECR otherwise permits, for example to corporate email addresses with a clear way to opt out. You can opt out of marketing at any time by using the unsubscribe link in a message, or by emailing or calling us.

11. Children

Our website and services are aimed at businesses and are not directed at children. We do not knowingly collect personal information from anyone under 13.

12. Complaints

We would like the chance to put things right, so please contact us first. You also have the right to complain to the UK supervisory authority, the Information Commissioner’s Office:

13. Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last changed. Any significant change will be highlighted on this page.

14. Contact us

For any question about this policy or your personal information, or to exercise your rights: