Privacy Policy

Tradelinens Limited ("Tradelinens", "we", "us" or "our") is committed to protecting and respecting your privacy.

This Privacy Policy explains how we collect, use, store and protect personal information, the lawful bases on which we process it, who we may share it with and the rights available to you.

This Privacy Policy applies to personal information processed through:

• our Tradelinens business, including our business-to-business ("B2B") activities;

• tradelinens.co.uk;

• our Tielle Love Luxury retail brand;

• tielleloveluxury.co.uk;

• enquiries, quotations, orders and trade accounts;

• our email, telephone and other communications;

• marketing communications; and

• other interactions you have with us.

Tielle Love Luxury is a retail brand of Tradelinens Limited and is not a separate data controller for the purposes described in this Privacy Policy.

We keep this Privacy Policy under review and may update it from time to time.

Tradelinens Limited is the controller responsible for the personal information described in this Privacy Policy unless we specifically state otherwise.

Tradelinens Limited

The Old Granary
Mile Barn Farm
Hemel Hempstead Road
Dagnall
Hertfordshire
HP4 1QR
United Kingdom

Data protection enquiries:
data.protection@tradelinens.co.uk

We are registered with the Information Commissioner's Office ("ICO").

ICO registration reference: ZB648337

Personal information means information relating to an identified or identifiable individual.

Depending upon how you interact with us, we may collect and process the following categories of personal information.

Identity and contact information

This may include:

• name;

• title;

• employer or business;

• job title or business role;

• billing and delivery addresses;

• business and personal email addresses;

• telephone numbers; and

• other contact information you provide to us.

Customer and account information

This may include:

• customer or account number;

• trade account information;

• account contacts;

• account status;

• correspondence;

• customer service history; and

• marketing preferences.

Enquiry and quotation information

This may include:

• products you enquire about;

• quotation requests;

• product specifications;

• quantities;

• intended applications;

• correspondence relating to enquiries and quotations; and

• the outcome of quotations or sales enquiries.

Transaction information

This may include:

• products ordered;

• quantities;

• prices;

• discounts;

• dates of purchases;

• payment and refund information;

• delivery information; and

• transaction history.

Payment card information may be processed directly by our payment service providers. We do not necessarily receive or retain complete payment card details ourselves.

Marketing and communications information

This may include:

• marketing preferences;

• consent records where consent is used;

• unsubscribe or objection records;

• communications sent to you;

• email engagement information where permitted;

• product interests; and

• information used to determine which communications may be relevant to you or your organisation.

Technical and website information

When you use our websites, we may collect information such as:

• IP address;

• browser type and version;

• device information;

• operating system;

• referral source;

• pages viewed;

• navigation through our websites;

• approximate location derived from technical information;

• website interactions;

• cookie and similar technology identifiers; and

• advertising and analytics information, where permitted.

Communications

We may process information contained in communications you send to us, including emails, website forms, telephone enquiries and customer service communications.

We obtain most personal information directly from you.

For example, you may provide information when you:

• submit a website enquiry;

• request a quotation;

• contact our sales team;

• apply for a trade account;

• create an online account;

• place an order;

• contact customer services;

• subscribe to marketing;

• communicate with us by email or telephone; or

• otherwise conduct business with us.

We may also obtain information automatically through our websites and through cookies and similar technologies, subject to the choices available to you and applicable law.

In a business context, we may occasionally receive contact information from another person within your organisation, for example where a colleague identifies you as the appropriate purchasing, accounts, housekeeping, procurement or operational contact.

We only process personal information where we have a lawful basis for doing so.

Depending upon the circumstances, we may rely upon:

• Contract – where processing is necessary to enter into or perform a contract with you.

• Legal obligation – where we need to process information to comply with the law.

• Legitimate interests – where processing is necessary for our legitimate interests or those of another person and those interests are not overridden by your interests, rights or freedoms.

• Consent – where you have given us valid consent for a particular activity.

The appropriate lawful basis depends upon the particular processing activity.

We may use your personal information to:

• respond to enquiries;

• prepare and provide quotations;

• process orders;

• administer trade accounts;

• process payments and refunds;

• arrange deliveries;

• provide customer service;

• communicate about orders;

• deal with returns, complaints and product issues;

• maintain customer and transaction records;

• manage our relationship with customers;

• recover amounts owed to us;

• prevent and investigate fraud; and

• establish, exercise or defend legal claims.

Depending upon the circumstances, this processing may be necessary for performance of a contract, taking steps before entering into a contract, compliance with legal obligations or our legitimate interests in operating and protecting our business.

If you contact us with a general enquiry, we use the information you provide to respond to that enquiry.

We do not automatically add someone making a general enquiry to an ongoing marketing audience merely because they have provided an email address in order to receive a response.

Where you or your organisation makes a specific quotation request or enters into meaningful discussions with us concerning a potential purchase, we may retain appropriate information about the enquiry or quotation in accordance with our retention policies.

This allows us to respond to the enquiry, administer the potential transaction, maintain appropriate commercial records and, where permitted, understand our previous dealings with your organisation.

Tradelinens supplies bedlinen, towels, table linen, filled products and ancillary products primarily to businesses operating within the hospitality industry.

Where you interact with Tradelinens in a business capacity, we may use your business contact information and information about your organisation's enquiries, quotations and previous purchases to provide information about products and services which we reasonably believe may be relevant to your organisation.

This may include information concerning:

• new product ranges;

• replacement or successor products;

• upgraded or improved products;

• new specifications, fabrics, finishes or options;

• complementary products;

• products related to previous purchases or enquiries;

• products relevant to refurbishment or replacement programmes; and

• other Tradelinens products reasonably likely to be relevant to your organisation.

For example, where a hotel has previously purchased bedlinen from Tradelinens, we may contact an appropriate business contact about a new, replacement or upgraded bedlinen range.

We may similarly identify customers who have previously purchased towels, table linen or filled products when communicating information about relevant products in those categories.

We may also introduce existing customers to other related Tradelinens product categories where we reasonably believe those products may be relevant to their hospitality business.

Our legitimate interests

Where appropriate, we rely upon our legitimate interests in:

• promoting our products and services;

• maintaining and developing relationships with our business customers;

• generating repeat business;

• informing customers about relevant products and product developments;

• understanding our customers' commercial requirements; and

• re-establishing relationships with previous customers.

When relying upon legitimate interests, we consider the nature of our relationship with the customer, the information involved, the relevance of the communication, the recipient's reasonable expectations and the potential effect of the processing upon the individual.

We maintain an assessment of our legitimate interests for this processing and review our approach periodically.

We may send relevant marketing communications to appropriate contacts at existing and previous corporate customers, including customers who have not purchased from us recently.

The passage of time does not by itself determine whether a previous customer remains appropriate for marketing.

Hospitality textiles and related products may be subject to replenishment, replacement and refurbishment cycles. A previous customer's purchasing history may therefore remain relevant when, for example:

• a previously purchased range has been replaced;

• an upgraded product becomes available;

• a hotel is likely to require replacement products;

• a complementary product becomes available; or

• a new product is relevant to the customer's previous purchasing requirements.

When considering older customer relationships, we may take account of:

• the date of the last meaningful interaction;

• previous purchases or quotations;

• the nature of the previous commercial relationship;

• expected replacement or refurbishment cycles;

• whether the proposed communication remains relevant; and

• whether the contact information is likely to remain accurate.

We do not consider a historic transaction to provide an unlimited entitlement to market to an individual indefinitely.

We periodically review the appropriateness of older marketing records.

Different rules may apply to electronic marketing depending upon the legal status of the recipient.

Corporate subscribers include companies, limited liability partnerships and certain other incorporated organisations.

Where permitted by the Privacy and Electronic Communications Regulations ("PECR"), we may send relevant B2B marketing communications to contacts at corporate subscribers without relying upon consent for the sending of the communication.

Where the contact information identifies an individual, UK data protection law continues to apply. Where appropriate, we rely upon legitimate interests as our lawful basis for processing that individual's information for relevant B2B marketing.

Different PECR requirements apply to individual subscribers, including sole traders and certain partnerships.

We will only send electronic marketing to those recipients where the applicable legal requirements are satisfied. This may include obtaining consent or relying upon the permitted existing-customer or "soft opt-in" provisions where all applicable conditions are met.

Where we cannot reasonably determine whether a business is a corporate or individual subscriber, we may take a more cautious approach.

You have the right to object at any time to the use of your personal information for direct marketing.

Your right to object to processing for direct marketing purposes is absolute.

If you tell us that you do not wish to receive direct marketing, we will stop using your personal information for that purpose.

You can use the unsubscribe mechanism provided in our marketing emails or contact us at data.protection@tradelinens.co.uk.

Where you have given consent to marketing, you can withdraw that consent at any time.

Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

Suppression records

If you unsubscribe, withdraw consent or object to direct marketing, we may retain limited information about you on a suppression or "do not contact" list.

This is necessary so that we can continue to respect your preference and prevent your details from accidentally being added to future marketing campaigns.

We will not use legitimate interests to override an objection or an expressed preference not to receive direct marketing.

Tielle Love Luxury is our direct-to-consumer retail brand.

Where PECR requires consent to send electronic marketing to an individual consumer, we will obtain the appropriate consent unless another lawful provision, such as the permitted existing-customer soft opt-in, applies.

Where we ask you to consent to email marketing, providing consent is optional and is not a condition of purchasing products unless there is a lawful reason for this.

You can withdraw marketing consent at any time using the unsubscribe mechanism in our marketing emails or by contacting us.

Where we rely upon the existing-customer soft opt-in, we will provide the required opportunity to opt out when your details are collected and in subsequent marketing communications.

We use technology to help us manage customer communications and make marketing more relevant.

We currently use Drip for email marketing and marketing automation.

Subject to applicable legal requirements and your marketing preferences, information such as the following may be used to select audiences for communications:

• whether you are an existing or previous customer;

• previous product categories purchased;

• products previously quoted or enquired about;

• dates of previous purchases;

• customer type;

• marketing preferences; and

• previous interactions with our communications.

For example, a previous Tradelinens customer that purchased bedlinen may be selected to receive information concerning a replacement or upgraded bedlinen range.

This type of segmentation is used to improve the relevance of communications.

We do not use this marketing segmentation to make solely automated decisions that produce legal effects or similarly significant effects upon individuals.

Our websites currently use different technology platforms.

tradelinens.co.uk is operated using Squarespace.

tielleloveluxury.co.uk is operated using Shopify.

When you interact with our websites, these platforms and other service providers may process technical, customer and transactional information necessary to provide the websites and associated services.

We use third-party payment providers to facilitate payments.

These currently include:

• Stripe;

• PayPal; and

• Clearpay.

The payment provider applicable to your transaction may process personal information required to authorise and administer payment, prevent fraud, process refunds and comply with its own legal obligations.

Payment providers may act as independent controllers for some of their processing activities. Their own privacy information explains how they process personal information.

We only receive and retain payment information necessary for our own transaction and accounting requirements.

We use OrderWise, provided by Forterro, for functions including sales, order and accounting administration.

Our OrderWise database is hosted on our own server and protected through our IT security arrangements.

Information processed within OrderWise may include customer contact details, account information, quotations, orders, transaction history and other information necessary to administer our commercial activities.

Forterro may have access to information where necessary to provide support, maintenance or professional services. Where a service provider accesses personal information on our behalf, we require appropriate data protection and security arrangements.

We share appropriate information with delivery and logistics providers where necessary to deliver orders.

For Tielle Love Luxury direct-to-consumer deliveries, this includes DPD.

Information shared may include the recipient's name, delivery address, contact details and information required to administer or track delivery.

Other delivery providers may be used where appropriate.

We use analytics and advertising services to understand the use of our websites, measure the effectiveness of our marketing and advertise our products.

Subject to our current website configuration and your consent choices, these may include services provided by:

• Google Analytics;

• Google Ads;

• Meta; and

• Microsoft Advertising.

These technologies may process information concerning your device, browser, website visits and interactions with our websites.

Some technologies may also be used to measure advertising effectiveness, create advertising audiences or deliver advertising based upon website interactions.

Where required by PECR, we obtain consent before using cookies, pixels, tags or similar technologies for advertising or other non-exempt purposes.

You can manage your choices through the cookie or privacy controls provided on our websites.

Further information about the specific technologies currently in use is available through our cookie information and consent management facilities.

Our websites use cookies and other technologies which may store information on, or access information from, your device.

These technologies may include:

• cookies;

• pixels;

• tags;

• scripts;

• local storage; and

• similar technologies.

We use these technologies for purposes which may include the following.

Strictly necessary technologies

These are required for functions such as website security, shopping baskets, checkout, account access and other services requested by you.

Where the law permits their use without consent, they may operate automatically.

Functionality technologies

These may enable website functionality or remember preferences.

Where consent is legally required, they will only operate after the appropriate choice has been made.

Analytics technologies

These help us understand how our websites are used and improve their operation.

Depending upon the particular technology, its purpose and applicable legal requirements or exceptions, these may operate with consent or another basis permitted by PECR.

Where an applicable exception is relied upon, we will comply with the requirements of that exception, including providing an appropriate means of objecting where required.

Advertising technologies

These may be used to measure advertising, understand advertising interactions, create audiences and deliver advertising.

Where advertising involves storing information on or accessing information from your device, we obtain the consent required by PECR before using those technologies.

Managing your choices

You can manage available choices using the cookie or privacy controls on our websites.

Where consent is required, non-exempt technologies should not operate until the required consent has been provided.

Because the technologies used by our websites and third-party services may change periodically, our cookie management facility should be consulted for the current information about cookies and similar technologies, their providers, purposes and durations.

We may share personal information where reasonably necessary with organisations which help us operate our business.

These include, depending upon the service you use:

• website and e-commerce platform providers, including Squarespace and Shopify;

• CRM and email marketing providers, including Drip;

• sales, order management and accounting software providers, including Forterro/OrderWise;

• payment providers, including Stripe, PayPal and Clearpay;

• delivery and logistics providers, including DPD;

• IT, cybersecurity, backup, hosting and cloud service providers;

• analytics and advertising providers, including Google, Meta and Microsoft;

• professional advisers, including accountants and legal advisers;

• insurers;

• fraud prevention and security providers; and

• regulators, courts and public authorities where required.

Depending upon the circumstances, these organisations may process personal information on our instructions as processors or may act as independent or joint controllers for some processing activities.

Where an organisation processes personal information on our behalf, we require appropriate data protection arrangements.

We do not sell your personal information.

We do not provide your personal information to unrelated third parties so that they can independently market their products or services to you without an appropriate lawful basis.

Some of the service providers we use operate internationally or use service providers located outside the United Kingdom. As a result, personal information may in some circumstances be processed in or transferred to countries outside the UK.

For example, some of our website, e-commerce, payment, email marketing, analytics, advertising, IT and cloud service providers operate from or use infrastructure and service providers located in the European Economic Area, United States, Canada and other countries.

Where our use of a service involves a restricted transfer of personal information outside the UK, we take steps to ensure that the transfer is permitted under UK data protection law.

Depending upon the country, recipient and circumstances, these safeguards may include:

• transferring personal information to a country or recipient covered by UK adequacy regulations;

• relying upon an applicable approved data transfer framework;

• using appropriate contractual safeguards, including the UK International Data Transfer Agreement or UK Addendum to approved Standard Contractual Clauses, where appropriate;

• relying upon approved Binding Corporate Rules where applicable; or

• using another transfer mechanism permitted under UK data protection law.

Where applicable, we also assess international transfers and the protections available to personal information in accordance with our obligations under UK data protection law.

Our service providers and their subprocessors may change from time to time. We therefore maintain records concerning the principal service providers we use and the international-transfer arrangements relevant to those services rather than attempting to provide an exhaustive list of every processing location in this Privacy Policy.

You may contact us at data.protection@tradelinens.co.uk if you would like further information about an international transfer relevant to your personal information or information about the safeguards which apply. Where required by law, we will provide information about, or a means of obtaining a copy of, the relevant safeguards.

We take appropriate technical and organisational measures designed to protect personal information against:

• unauthorised access;

• accidental loss;

• inappropriate alteration;

• disclosure; and

• destruction.

These measures may include, as appropriate, access controls, firewalls, cybersecurity protections, backup arrangements and other technical and organisational security measures.

Access to personal information is limited according to business requirements.

Where appropriate, we require service providers handling personal information on our behalf to maintain suitable security measures.

We maintain procedures for responding to suspected personal data breaches and will notify affected individuals and the ICO where we are legally required to do so.

No internet-based or electronic system is completely secure and we cannot guarantee absolute security.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including satisfying legal, accounting, tax, regulatory and reporting requirements and establishing, exercising or defending legal claims.

Different categories of information may therefore have different retention periods.

When determining an appropriate retention period, we may consider:

• the nature of the information;

• the purpose for which it is held;

• the nature and duration of the customer relationship;

• legal and accounting requirements;

• the possibility of disputes or claims;

• the sensitivity of the information; and

• whether the information remains accurate and relevant.

Business marketing information

Where business contact information is retained for direct marketing, we periodically consider whether it remains appropriate to use that information.

The period for which a business relationship remains relevant may vary according to:

• previous products purchased or quoted;

• purchasing patterns;

• replacement and refurbishment cycles within the hospitality industry;

• the date of the last meaningful interaction;

• the nature of the previous customer relationship; and

• whether the contact information remains accurate.

We do not retain an individual in active marketing indefinitely merely because their organisation once contacted or purchased from us.

Suppression information

Where you have objected to or unsubscribed from direct marketing, limited suppression information may be retained for as long as reasonably necessary to ensure that we continue to respect your preference.

Where information is no longer required, we will delete, anonymise or otherwise securely dispose of it as appropriate.

We take reasonable steps to ensure that personal information we use remains accurate and up to date.

Please tell us if your contact details or other relevant information changes.

Business contacts are also encouraged to tell us if they change role or leave their organisation where this affects the information we hold.

You can contact us at:

data.protection@tradelinens.co.uk

Depending upon the circumstances, UK data protection law provides you with a number of rights.

Right to be informed

You have the right to receive information about how we collect and use your personal information.

Right of access

You may request confirmation of whether we process your personal information and request a copy of the personal information we hold about you.

Right to rectification

You may ask us to correct inaccurate personal information or complete incomplete information.

Right to erasure

In certain circumstances, you may ask us to delete your personal information.

This right is not absolute and we may be entitled or required to retain information in some circumstances.

Right to restriction

In certain circumstances, you may ask us to restrict the way in which we process your personal information.

Right to data portability

Where the legal requirements are met, you may have the right to receive certain personal information in a structured, commonly used and machine-readable format and to have it transmitted to another controller.

Right to object

Where we rely upon legitimate interests, you may have the right to object to our processing because of your particular situation.

We will consider such an objection in accordance with applicable data protection law.

Absolute right to object to direct marketing

You have an absolute right to object to the processing of your personal information for direct marketing.

If you exercise this right, we will stop processing your personal information for direct marketing purposes.

Rights concerning automated decision-making

You may have rights relating to decisions based solely upon automated processing which produce legal or similarly significant effects.

We do not currently use the customer marketing activities described in this Privacy Policy to make solely automated decisions of this nature.

Withdrawal of consent

Where processing is based upon your consent, you may withdraw that consent at any time.

Withdrawal does not affect processing which was lawful before consent was withdrawn.

To exercise your rights or ask a question about our processing of personal information, contact:

data.protection@tradelinens.co.uk

or write to:

Data Protection
Tradelinens Limited
The Old Granary
Mile Barn Farm
Hemel Hempstead Road
Dagnall
Hertfordshire
HP4 1QR
United Kingdom

We may need to ask for information necessary to verify your identity before responding to a request.

You will not normally be required to pay a fee to exercise your rights.

However, applicable law may permit us to charge a reasonable fee or refuse to act where a request is manifestly unfounded or excessive.

We aim to respond within the timescales required by data protection law.

If you have concerns about how we process your personal information, please contact us first so that we have an opportunity to investigate.

You also have the right to complain to the Information Commissioner's Office ("ICO"), the UK's data protection regulator.

Information about making a complaint is available from the ICO.

Our websites may contain links to websites, services or applications operated by third parties.

We do not control those third parties and this Privacy Policy does not govern how they independently process personal information.

We encourage you to read the privacy information provided by a third-party service before providing personal information to it.

We may update this Privacy Policy periodically to reflect changes to:

• our business;

• our websites;

• our service providers;

• our processing activities;

• technology;

• applicable law; or

• regulatory guidance.

The current version will be made available through our websites.

Where a change materially affects how we use personal information, we will take reasonable steps to bring the change to the attention of affected individuals where appropriate.

For questions concerning this Privacy Policy or our use of personal information, please contact:

Tradelinens Limited

The Old Granary
Mile Barn Farm
Hemel Hempstead Road
Dagnall
Hertfordshire
HP4 1QR
United Kingdom

Email: data.protection@tradelinens.co.uk

Our complimentary 20-minute discovery calls are intended for individuals and businesses genuinely interested in exploring our services, discussing their requirements, and understanding how we may be able to help.
To ensure we can dedicate our time to genuine prospective clients, we reserve the right to decline, cancel or refuse appointment requests where we reasonably believe that the enquiry is not genuine, is inappropriate, or falls outside the intended purpose of our complimentary consultations.
All booking decisions will be made on legitimate business grounds and without unlawful discrimination.
Where an appointment is declined or cancelled, we will endeavour to notify you in advance. All booking decisions will be made fairly and in accordance with applicable law.  Submission of a booking request does not guarantee an appointment
By submitting a booking request, you acknowledge and agree to this policy.