Privacy Policy
At VeltHaven, we design and build premium garden buildings, garages and saunas — and we treat your personal information with the same care we put into our work. This policy explains, in plain English, what information we collect, why we collect it, how we look after it, and the rights you have over it.
This policy is written to comply with the UK General Data Protection Regulation (UK GDPR) as amended by the Data (Use and Access) Act 2025, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).
1. Who we are
VeltHaven Ltd is the "data controller" responsible for your personal information. That means we decide how and why your data is used.
- Company: VeltHaven Ltd
- Registered in England & Wales, company number: 17261887
- Registered office: Office 19313, 182–184 High Street North, East Ham, London, E6 2JA, United Kingdom
- Email (data protection enquiries): legal@velthaven.com
If you have any questions about this policy or about how we handle your data, please email us at legal@velthaven.com and we will be glad to help.
2. The information we collect
We only collect what we need to answer your enquiry, prepare your quote, fulfil your order, and run our business responsibly. Depending on how you interact with us, this may include:
Information you give us
- Your name, email address, telephone number and postal address
- Your delivery/installation site address and postcode
- Details about your project — the building you are interested in, your configuration choices, site photographs you send us, and any requirements you tell us about
- Order and payment reference information (see section 6 for how payments are handled)
- Any messages, enquiries or feedback you send us, including via our contact forms, quote requests, live chat or telephone
Information we collect automatically when you use our website
- Your IP address, browser type, device information and approximate location
- Pages you visit, links you click, and how you move through the site
- Cookie and similar-technology data (see our separate Cookie Policy for full detail)
Information from third parties
- Analytics and advertising platforms may provide aggregated or pseudonymised information about how visitors find and use our website (see section 6)
We do not intentionally collect special category data (such as health or ethnicity), and our products and website are intended for adults — we do not knowingly collect data from anyone under 18.
Do you have to provide your information? When you ask us for a quote or place an order, providing your contact and site details is necessary for us to take those steps and to perform our contract with you — without them we cannot prepare a quote, deliver, or install your building. Providing information for marketing is always optional and never a condition of buying from us.
3. How and why we use your information
| What we use it for | Why |
|---|---|
| Responding to your enquiries and live-chat messages | To help you and answer your questions |
| Preparing quotes and configurator estimates | To give you accurate pricing for your project |
| Processing and fulfilling your order | To deliver and install the building you have bought |
| Arranging delivery, site survey and installation | To plan and complete your project |
| Taking and reconciling deposit and balance payments | To process your order and keep accurate records |
| Providing warranty and aftercare support | To honour our warranty and look after you after installation |
| Sending you marketing (only where permitted) | To tell you about products and offers you may like |
| Improving our website and services | To understand what works and make the experience better |
| Preventing fraud and keeping our site secure | To protect you and us |
| Meeting our legal and accounting obligations | Because the law requires it |
4. Our lawful bases for using your data
Under UK data protection law, we must have a valid reason ("lawful basis") for using your personal data. We rely on the following:
- Contract — where we need your data to take steps before entering a contract (such as preparing a quote) or to perform our contract with you (such as fulfilling and installing your order).
- Consent — where you have given us clear permission, for example to send you marketing emails or to set non-essential cookies. You can withdraw consent at any time.
- Legal obligation — where we must process data to comply with the law, such as keeping accounting and tax records.
- Legitimate interests — where we use your data in ways you would reasonably expect and which do not override your rights, such as securing our website, preventing fraud, and improving our products and services. Where we rely on legitimate interests, we have weighed them against your interests. You can ask us about this balancing at any time.
Where the Data (Use and Access) Act 2025 recognises a specific legitimate interest (for example, preventing crime or responding to emergencies), we may rely on that basis where it applies.
Automated decisions and profiling. Our online configurator generates an instant price estimate based on the options you choose. This is not a decision that produces legal or similarly significant effects, and we do not make solely automated decisions of that kind about you. We and our advertising partners may use cookies and similar technologies to show you relevant adverts (a form of profiling); this is based on your consent, and you can opt out at any time through our Cookie Policy.
5. Marketing communications
We will only send you marketing emails where you have opted in, or where you are an existing customer and we are telling you about similar products (the "soft opt-in" permitted under PECR) — and even then, only where you have not asked us to stop.
Every marketing email includes a one-click unsubscribe link. You can also email legal@velthaven.com at any time to opt out. Opting out of marketing will not affect service messages we need to send you about an order you have placed.
6. Who we share your information with
We do not sell your personal data. We share it only with trusted service providers ("processors") who help us run our business, and only to the extent they need it. These currently include:
- Website hosting & security — ChemiCloud, which hosts our website. We may also use a content-delivery and security network to keep the site fast and protected.
- Customer relationship management (CRM), forms, live chat & email — GoHighLevel, which we use to manage enquiries, leads, order communications and marketing.
- Website analytics — Google Analytics (Google), to understand how our website is used.
- Advertising & measurement — Google Ads (Google) and the Meta Pixel (Meta), to measure and improve our advertising.
- Website behaviour insights — Microsoft Clarity (Microsoft), to see how visitors use our pages so we can improve them.
- Payments — Wise, which provides the bank account our deposit and balance payments are made to. (We may add card-payment providers such as Stripe or Revolut in future, and will update this policy when we do.)
We may also share your data with professional advisers (such as accountants or lawyers), with our installation and delivery partners where needed to complete your order, and with public authorities where we are legally required to do so. If our business is ever sold or reorganised, your data may be transferred as part of that transaction, subject to this policy.
Each processor is bound by a contract requiring them to keep your data secure and use it only as we instruct.
7. International data transfers
Some of our service providers (including Google, Meta, Microsoft and GoHighLevel) are based outside the United Kingdom, principally in the United States. Where your data is transferred outside the UK, we make sure it is protected by an appropriate safeguard recognised under UK law — such as UK "adequacy" regulations, the UK International Data Transfer Agreement (IDTA), or the UK Addendum to the EU Standard Contractual Clauses.
You can ask us for more information about these safeguards by emailing legal@velthaven.com.
8. How long we keep your information
We keep your data only for as long as we need it:
- Enquiries and quotes that don't become orders — up to 24 months, then deleted or anonymised.
- Customer order records — for the duration of your warranty plus a reasonable period afterwards, to handle any claims.
- Accounting and tax records — at least 6 years, as required by HMRC.
- Marketing data — until you unsubscribe or withdraw consent, after which we suppress your details so we don't contact you again.
When we no longer need your data, we securely delete or anonymise it.
9. How we keep your information secure
We use appropriate technical and organisational measures to protect your data, including secure hosting, encryption in transit (HTTPS), access controls, and limiting access to staff and partners who need it. While no online service can be guaranteed to be 100% secure, we take our responsibility to protect your information seriously.
10. Your rights
Under UK data protection law, you have the right to:
- Be informed about how we use your data (this policy)
- Access the personal data we hold about you
- Rectify inaccurate or incomplete data
- Erase your data ("right to be forgotten"), in certain circumstances
- Restrict how we use your data, in certain circumstances
- Data portability — receive your data in a portable format
- Object to processing based on legitimate interests, and to direct marketing at any time
- Withdraw consent at any time, where we rely on consent
To exercise any of these rights, email legal@velthaven.com. We will respond within one month. There is normally no charge.
11. Complaints
If you are unhappy with how we have handled your personal data, please contact us first at legal@velthaven.com — we operate an internal complaints procedure and will acknowledge your complaint promptly and work to put things right.
You also have the right to complain to the UK supervisory authority:
Information Commissioner's Office (ICO) Website: ico.org.uk Helpline: 0303 123 1113
12. Cookies
Our website uses cookies and similar technologies. These are explained in full in our separate Cookie Policy, including how to manage your preferences.
13. Changes to this policy
We may update this policy from time to time to reflect changes in our practices or the law. When we do, we will update the "Last updated" date at the top. The version published on our website applies to your use of the site and any order you place.
This policy does not reduce any rights you have under the Consumer Rights Act 2015 or other applicable UK law.
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable UK law.