Information pages

Last update: 28 June, 2024

PelletPro (the "Company", "we", "us") is committed to protecting and respecting your privacy. This page explains what personal data we collect, how we use it, why we process it and your rights in relation to that data. It applies to visitors to pelletpro.co.uk and customers who buy wood pellets and briquettes from us.

Personal data we collect

We may collect and process the following categories of personal data:

  • Contact data: billing and delivery address, email address, telephone number.
  • Order data: items ordered, quantity, order history, payment status, delivery instructions.
  • Payment data: transaction identifiers and last 4 digits of card where required (we do not store full card details — payments are processed by third‑party payment providers).
  • Marketing preferences and consents.
  • Technical data: IP address, browser and device information, cookies and usage data (for analytics and site performance).
  • Communications: correspondence and customer support records, including complaints and returned goods information.
  • Reviews and testimonials you submit for publication.

How we use your data and lawful basis

We process personal data for the following purposes and legal bases:

To perform and fulfil your contract (Contractual necessity): process orders, deliver goods, provide invoices and process payments.
To comply with legal obligations (Legal obligation): tax, accounting and regulatory record keeping.
For our legitimate business interests (Legitimate interests): fraud prevention, business analytics, improving our services and website, direct marketing to existing customers (where not objected to).
With your consent (Consent): where you agree to receive marketing emails, newsletters, or where we collect tracking cookies that require consent.
We will always identify the lawful basis for each processing activity. If you would like further detail on the lawful basis used for a specific processing purpose, please contact us (see below).

Marketing and communications

We may use your contact details to send marketing communications about our products, special offers and news. You will only receive direct marketing where:

  • you have given consent; or
  • we have a legitimate interest (for example, sending similar product offers to existing customers), and you have not objected.

You can opt out at any time by using the unsubscribe link in any marketing email or by contacting: info@pelletpro.co.uk

Cookies and tracking

We use cookies and similar technologies to operate the website and to provide analytics and advertising. When required by law, we will obtain your consent for non‑essential cookies (e.g. marketing cookies). You can manage cookie settings via the cookie banner on our site or through your browser settings.

Typical cookie types we use:

  • Strictly necessary cookies (functional operation of the site).
  • Performance and analytics cookies (visit statistics).
  • Marketing/advertising cookies (personalised advertising).

Sharing your data / third parties

We may share personal data with the following categories of third parties, each acting as a processor or separate controller under contract:

Payment processors (e.g. Stripe, PayPal) — to handle payments.
Delivery and logistics partners — to fulfil deliveries.
IT and hosting providers — to host our website and store data securely.
Marketing and email service providers — to send newsletters and transactional emails.
Professional advisors, auditors and legal advisers — where necessary for compliance or dispute resolution.
Law enforcement or regulators — where required by law.
We require all processors to comply with data protection law and to act only on our instructions. We will not sell your personal data.

Your rights

Under UK data protection law you have the right to:

  • access your personal data;
  • request correction of inaccurate data;
  • request erasure in certain circumstances (“right to be forgotten”);
  • request restriction of processing;
  • object to processing based on legitimate interests or direct marketing;
  • request portability of your data (in a common, machine‑readable format) where processing is based on consent or contract;
  • withdraw consent at any time (for processing based on consent).

Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration and destruction. Measures include encryption of sensitive data, access controls, staff training and use of secure data centres. However no system is completely secure — if you suspect a security breach affecting your data, contact us immediately.

Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top indicates when this page was last revised. Significant changes will be notified on the website or by email where appropriate.

Contact us

If you have any questions about this policy or how we process your personal data, please contact:
Email: business@pelletpro.co.uk
Support P-Number: +44 75 4244 0901
Address: 9 Cotton St, Glasgow G40 4HU, UK