Privacy Policy
Kernow Coal & Fires Limited
Last Updated: 16/06/2025
1. Who We Are and Important Information
About This Privacy Policy
This Privacy Policy explains how Kernow Coal & Fires Limited ("we," "us," "our") collects, uses, stores, and protects your personal data when you visit our website, use our services, or interact with us.
Data Controller
Kernow Coal & Fires Limited is the data controller responsible for your personal data.
Company Details:
Company Name: Kernow Coal & Fires Limited
Company Registration Number: 05412770
Registered Address: Vantage Point, Pynes Hill, Exeter, Devon EX2 5FD
Trading Address: Unit 2, Trenant Industrial Estate, Wadebridge, Cornwall PL27 6HB
Phone: 01208 812527
Data Protection Contact: Rae Sheldon - rae@kernowfires.co.uk
Legal Basis
We process your personal data in accordance with:
UK General Data Protection Regulation (UK GDPR)
Data Protection Act 2018
Privacy and Electronic Communications Regulations (PECR)
Children's Privacy
Our website and services are not intended for children under 16. We do not knowingly collect personal data from children under 16.
Third-Party Links
Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. When you leave our website, we encourage you to read the privacy policy of every website you visit.
2. What Personal Data We Collect
We collect and process different types of personal data depending on how you interact with us:
Identity and Contact Data
Full name and title
Home and delivery addresses
Billing and shipping addresses
Email address
Telephone numbers
Emergency contact details (for installations)
Installation and Service Records
Property details and access requirements
Fireplace and heating system specifications
Installation dates and details
Service history and maintenance records
Safety certificates and compliance documentation
Product warranties and guarantees
Technical drawings and photographs (where relevant)
E-commerce and Purchase Data
Order details and purchase history
Product preferences and specifications (e.g., size, model)
Delivery preferences and special requirements
Customer account information
Shopping cart contents
Note: We do not store credit or debit card details
Appointment and Booking Data
Appointment dates and times
Service requirements and booking details
Referral information (who referred you)
Files uploaded during booking process
Scheduling preferences
Technical Data
IP address and browser information
Device type and operating system
Website usage data and preferences
Cookie preferences
Communications Data
Records of correspondence with us
Marketing preferences
Feedback and survey responses
Webform submissions and contact enquiries
Blog comments and interactions (if applicable)
Social media share interactions
CCTV Data
When you visit our premises, you may be recorded on CCTV for security purposes.
3. How We Collect Your Personal Data
We collect personal data through various methods:
Directly From You
When you request quotes or information
During consultation visits
When placing orders for products or services
During installation appointments
When booking servicing or maintenance
Through customer service interactions
When subscribing to marketing communications
When creating customer accounts
Through online appointment booking system
When uploading files during booking process
Through website contact forms and enquiries
When commenting on blog posts (if applicable)
Automatically
Website cookies and analytics (see our Cookie Policy)
CCTV when visiting our premises
Shopping cart activity and abandoned cart tracking
Website interaction data through Squarespace analytics
Enhanced Website Functionality
Google Places API: When you use our checkout system, we may share what you type with Google Places API to auto-complete your shipping and billing address and improve your checkout experience
Squarespace Platform: Our website hosting provider automatically collects technical data about your visit including browser information, device details, pages visited, and IP address
From Third Parties
Referrals from other customers (with consent)
Subcontractors involved in installations (electricians, builders, etc.)
Building control authorities and gas safety inspectors
4. How We Use Your Personal Data
We use your personal data for the following purposes and legal bases:
Contract Performance
Purpose: To provide our products and services including:
Processing orders and quotes
Installing fireplaces and heating systems
Providing ongoing maintenance and servicing
Issuing safety certificates and warranties
Managing customer accounts and purchase history
Processing payments and handling refunds
Arranging deliveries and installations
Managing appointment bookings and scheduling
Providing customer support and technical assistance
Legal Basis: Performance of contract and pre-contractual steps
Legitimate Interests
Purpose: To operate and improve our business including:
Maintaining installation and service records for safety compliance
Providing customer support and technical assistance
Analyzing service performance and customer satisfaction
Security monitoring through CCTV
Fraud prevention
Website analytics and performance monitoring
Abandoned cart email reminders to complete purchases
Improving our website and user experience
Data processing through our Simpro system for business management
Legal Basis: Legitimate interests (balanced against your rights)
Legal Compliance
Purpose: To comply with legal obligations including:
Gas safety regulations and building standards
Health and safety requirements
Tax and accounting obligations
Insurance requirements
Legal Basis: Legal obligation
Consent
Purpose: For marketing communications, non-essential website analytics, and e-commerce features including:
Email marketing and promotional communications
Google Analytics and website performance tracking
Meta Pixel for advertising and remarketing
Abandoned cart email automation
Social media sharing functionality
Legal Basis: Your explicit consent (which you can withdraw at any time)
5. Marketing Communications
Opt-In Approach
Since May 2018, we operate an opt-in policy for marketing communications. You choose whether to receive marketing messages and how you want to receive them.
What We Send
With your consent, we may send you:
Information about new products and services
Special offers and promotions
Safety updates and recalls
Seasonal maintenance reminders
Abandoned cart reminders (sent within 24 hours if you leave items in your cart after providing your email address)
Automated E-commerce Communications
Abandoned Cart Emails: You'll receive an automated email within 24 hours after abandoning your shopping cart if:
You enter your email address at checkout or are logged into your customer account
You add an in-stock product to your cart
You leave the website without completing your purchase
These emails will link back to our website where you can complete your purchase. You can unsubscribe from these messages using the link at the bottom of the email.
Opting Out
You can stop receiving marketing communications at any time by:
Clicking "unsubscribe" in any email
Emailing rae@kernowfires.co.uk
Calling 01208 812527
Writing to us at our trading address
Note: Opting out of marketing will not affect service-related communications about your installations or safety notices.
6. Who We Share Your Personal Data With
We may share your personal data with:
Internal Parties
Kernow Coal & Fires staff and management
Related company Kernow Metals (where relevant)
External Third Parties
Service Providers:
Subcontractors (electricians, gas engineers, builders, scaffolders)
IT service providers and website hosting (Squarespace - US-based)
Payment processors (Stripe - US-based)
Professional advisers (lawyers, accountants, insurers)
Business management system (Simpro)
Data integration services (Zapier)
Google Services (for address autocomplete via Google Places API)
Website and E-commerce Platform:
Squarespace: Our website hosting and e-commerce platform collects and processes data including browser information, device details, pages visited, IP address, and purchase data to provide website and online store services
Analytics and Advertising:
Google Analytics: For website traffic analysis and performance monitoring
Meta (Facebook): For advertising, remarketing, and conversion tracking
Regulatory Authorities:
Gas Safe Register and building control authorities
HM Revenue & Customs
Health and safety regulators
Insurance companies (for claims)
Other Parties:
Emergency services (if required for safety reasons)
New owners (if we sell our business)
All third parties are required to protect your personal data and use it only for specified purposes in accordance with our instructions.
7. International Transfers
Some of your personal data is transferred outside the UK:
Squarespace (Website Hosting and E-commerce)
Location: United States
Services: Website hosting, e-commerce platform, online booking system, analytics
Safeguards: Adequate data protection laws and contractual protections
Data Shared:
Website usage data and analytics
Customer information and purchase data
Appointment booking information
Form submissions and contact enquiries
Browser, network, and device information
IP addresses and website interaction data
Stripe (Payment Processing)
Location: United States and European Economic Area
Services: Payment processing for online purchases and services
Safeguards: Adequate data protection laws and contractual protections
Data Shared: Payment transaction data (excluding full card details)
Google Services
Location: United States and worldwide
Services: Analytics (Google Analytics), address autocomplete (Google Places API), advertising (Google Ads)
Safeguards: Adequate data protection laws and contractual protections
Data Shared: Website analytics data, address information during checkout, advertising conversion data
Meta (Facebook)
Location: United States and worldwide
Services: Advertising and remarketing through Meta Pixel
Safeguards: Adequate data protection laws and contractual protections
Data Shared: Website interaction data, conversion tracking, custom audience data
8. Data Security
We implement appropriate technical and organizational measures to protect your personal data including:
Secure servers and encrypted data transmission
Access controls and staff training
Regular security assessments
Incident response procedures
We limit access to your personal data to employees and contractors who need it for legitimate business purposes.
9. How Long We Keep Your Data
We retain personal data only as long as necessary for the purposes collected:
Installation and Service Records
Retention Period: Minimum 10 years from last service
Reason: Safety compliance, warranty obligations, and potential liability claims
Financial Records
Retention Period: 7 years
Reason: Tax and accounting requirements
Marketing Data
Retention Period: Until you opt out or 3 years of inactivity
Reason: Legitimate marketing interests
CCTV Footage
Retention Period: 1 month
Reason: Security purposes (extended if investigating incidents)
Website Analytics
Retention Period: 26 months (Google Analytics default)
Reason: Understanding website performance
10. Your Rights
Under UK GDPR, you have the following rights:
Right of Access
Request copies of your personal data and information about how we process it.
Right to Rectification
Request correction of inaccurate or incomplete personal data.
Right to Erasure
Request deletion of your personal data in certain circumstances.
Right to Restrict Processing
Request that we limit how we use your personal data.
Right to Data Portability
Request your personal data in a portable format to transfer to another organization.
Right to Object
Object to processing based on legitimate interests or for direct marketing.
Right to Withdraw Consent
Withdraw consent for marketing or analytics at any time.
Exercising Your Rights
To exercise any of these rights, contact: Rae Sheldon
Email: rae@kernowfires.co.uk
Phone: 01208 812527
Address: Unit 2, Trenant Industrial Estate, Wadebridge, Cornwall PL27 6HB
We will respond within one month and will not charge a fee unless your request is clearly unfounded or excessive.
11. Cookies and Website Analytics
We use cookies and similar technologies on our website. Detailed information about our cookie usage, including types of cookies, purposes, and how to manage your preferences, is available in our separate Cookie Policy.
Key Points
Essential cookies are necessary for website functionality
Analytics cookies help us improve our website (Google Analytics)
Marketing cookies may be used for advertising purposes (Meta Pixel)
You can control cookie preferences through your browser or our cookie banner
12. Data Breaches
In the unlikely event of a data breach that poses a risk to your rights and freedoms, we will:
Notify the Information Commissioner's Office within 72 hours
Inform affected individuals without undue delay
Take immediate steps to contain and remedy the breach
13. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by:
Posting a notice on our website
Emailing registered customers (where applicable)
Providing 30 days' notice for significant changes
14. Contact Us and Complaints
Data Protection Queries
For any questions about this Privacy Policy or how we handle your personal data:
Rae Sheldon - Data Protection Contact
Email: rae@kernowfires.co.uk
Phone: 01208 812527
Address: Unit 2, Trenant Industrial Estate, Wadebridge, Cornwall PL27 6HB
Office Hours: Monday to Friday, 9am to 5pm
Complaints
If you're not satisfied with how we've handled your personal data, you can complain to:
Information Commissioner's Office (ICO)
Phone: 0303 123 1113
Website: ico.org.uk
Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
This Privacy Policy was last updated on 16/06/2026. Please check this page regularly for updates.