Privacy Policy

1. Who we are

Generations Windows & Glass ("we", "us", "our") is a residential glass replacement business operating across the North East of England. We are the data controller responsible for any personal information you provide through this website.

If you have any questions about this policy or the way your information is handled, please contact us using the details in the Contact us section below.

2. Information we collect

We only collect information that is needed to respond to your enquiry, provide a quote, or carry out work you have asked us to do. Specifically:

Information you give us

• Contact details — your name and phone number, submitted through our enquiry form.
• Details of your enquiry — the type of glass issue you have selected, plus any additional information you choose to share with us by phone or message (for example, the address where work is needed, photos of damage, or the size of a window).

Information collected automatically

• Technical data — when you visit our site, our hosting provider may log information such as your IP address, browser type, device type, the pages you view, and the date and time of your visit. This is used to keep the site secure and to understand basic traffic patterns.
• Marketing analytics — we use the Meta (Facebook) Pixel to measure the effectiveness of our advertising. The Pixel records standard events such as page views and form submissions, and may set cookies in your browser. See Cookies & tracking for more detail.

3. How we use your information

Information you provide is used to:

• Respond to your enquiry and prepare a quote.
• Arrange site visits, measure-ups, and the work itself.
• Contact you about your booking, including confirmations, scheduling changes, and follow-up questions.
• Send invoices and keep accurate business records, including for tax and accounting purposes.
• Improve our website, services, and the relevance of our advertising.
• Comply with our legal obligations and protect our legitimate business interests.

4. Legal basis for processing

Under the UK GDPR and the Data Protection Act 2018, we rely on the following lawful bases when processing your personal information:

• Performance of a contract — when you ask us to provide a quote or carry out work for you, we need your contact and job details to deliver that service.
• Legitimate interests — to run, improve, and promote our business in a way that does not unfairly affect your rights. This includes basic website analytics, fraud prevention, and replying to enquiries.
• Consent — for any non-essential marketing cookies and tracking. You can withdraw consent at any time through your browser settings.
• Legal obligation — to retain certain financial records and respond to lawful requests from authorities such as HMRC.

5. Who we share data with

We do not sell your personal information. We only share data with trusted third parties where it is necessary to run our business or where we are required to by law. These include:

• Netlify — hosts this website and processes form submissions on our behalf.
• Meta Platforms (Facebook / Instagram) — receives information from the Meta Pixel for advertising measurement and audience targeting.
• Email and phone providers — used to deliver enquiry notifications to us and to communicate with you.
• Our accountant — for invoicing, bookkeeping, and tax compliance, where applicable.
• Regulators or law enforcement — if we are legally required to disclose information.

Some of these providers (such as Meta) may transfer data outside the UK. Where this happens, we rely on appropriate safeguards such as the UK International Data Transfer Agreement or equivalent contractual protections.

6. Cookies & tracking

A cookie is a small text file stored on your device when you visit a website. We use a limited number of cookies and similar technologies:

• Essential cookies — required for the website to function properly, for example to keep the page secure or to remember that you have submitted a form.
• Marketing cookies (Meta Pixel) — set by Facebook to measure the performance of our adverts and to show relevant content to people who have visited our site. These cookies are only set when you interact with the Pixel.

You can control or block cookies through your browser settings. Most browsers allow you to refuse cookies or alert you when they are being set. Blocking cookies may affect how parts of the site behave but will not prevent you from contacting us.

For more information about how Meta uses data collected from the Pixel, please see the Meta Privacy Policy.

7. How long we keep data

We keep personal information only for as long as is necessary for the purpose it was collected:

• Enquiries that don't lead to work — kept for up to 12 months, then deleted.
• Customer records and invoices — retained for at least 6 years to meet HMRC and accounting requirements.
• Website analytics and Pixel data — retained according to the providers' standard retention periods.

When data is no longer needed, it is securely deleted or anonymised.

8. How we protect data

We take reasonable technical and organisational measures to keep your information secure. This includes:

• HTTPS encryption across the website.
• Restricting access to enquiry data to the people who genuinely need it.
• Using reputable, established providers for hosting, email, and advertising.
• Reviewing the way we handle information from time to time and updating it where needed.

While we take security seriously, no method of transmission over the internet can be guaranteed to be 100% secure. If you are concerned about sending information online, please call us instead.

9. Your rights

Under UK data protection law you have the following rights in relation to your personal information:

• Right of access — to ask for a copy of the personal data we hold about you.
• Right to rectification — to ask us to correct inaccurate or incomplete information.
• Right to erasure — to ask us to delete your information where there is no good reason for us to keep it.
• Right to restrict processing — to ask us to pause the use of your data in certain circumstances.
• Right to object — to object to processing based on our legitimate interests, including direct marketing.
• Right to data portability — to receive your data in a structured, commonly used format.
• Right to withdraw consent — where we are processing data on the basis of consent, at any time.

To exercise any of these rights, please contact us using the details below. You will not normally have to pay a fee, and we will respond within one month.

If you are unhappy with how we handle your information, you have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

10. Children's privacy

Our services are aimed at homeowners and adult occupants. We do not knowingly collect personal information from anyone under the age of 16. If you believe a child has provided us with personal data, please contact us and we will delete it promptly.

11. Changes to this policy

We may update this policy from time to time to reflect changes in the way we work, in technology, or in the law. The "last updated" date at the top of the page will always show when it was most recently revised. We encourage you to review this page occasionally so you stay informed about how we look after your information.

12. Contact us

If you have any questions about this privacy policy, would like to exercise any of your rights, or have a concern about how your information is being handled, please get in touch: