Privacy Policy

TimberCulture Ltd ("TimberCulture", "we", "us" or "our") supplies firewood and related products, including kiln-dried logs, kindling and firelighters. For the purposes of UK data protection law, TimberCulture Ltd is the controller of the personal information described in this policy.

Company: TimberCulture Ltd. Contact: info@timberculture.co.uk. Registered office / business address: Warren House Farm, Peckfield, Micklefield, Leeds, LS25 4BN.

When you create an account, place an order, contact us or use this app, we may collect your name, email address, telephone number, billing and delivery address, account details, order history, products purchased, delivery dates and instructions, payment and transaction information, communications with us, marketing preferences, information about how you use the app, and technical information such as device, browser and IP information where applicable.

We only collect information that is reasonably necessary to operate TimberCulture and provide our products and services.

We use your information to create and manage your account, process and fulfil your orders, take and verify payments, arrange and complete deliveries, contact you about an order or delivery, provide customer service, maintain records of transactions, prevent fraud and protect the security of our services, improve our app and products, comply with our legal, accounting and tax obligations, manage your marketing preferences, and send marketing communications where permitted by law.

To work out your delivery charge and plan our delivery route, we calculate the driving distance to your delivery address. To do this your address is sent to a mapping service, and we store the resulting location coordinates against your order.

Contract — where processing is necessary to provide the products or services you have requested, including processing orders, taking payment and arranging delivery.

Legal obligations — where we are required to process and retain information by law, including accounting and tax requirements.

Legitimate interests — where processing is necessary for our legitimate business interests and those interests do not override your rights and freedoms. This may include operating and improving TimberCulture, managing customer relationships, preventing fraud and misuse, maintaining appropriate business records, and sending marketing about our own similar products where the customer "soft opt-in" requirements are satisfied.

Consent — where we specifically ask you to consent to something, such as opting into marketing emails. You can withdraw your consent at any time.

We may occasionally send emails about TimberCulture products, seasonal reminders, special offers and other relevant updates. We will only send electronic marketing where we have an appropriate basis to do so.

Where permitted by the Privacy and Electronic Communications Regulations (PECR), we may rely on the customer "soft opt-in". This may apply where you provided your email address directly to us while purchasing or negotiating to purchase from us; the marketing relates to our own similar products or services; we gave you a clear opportunity to opt out when we collected your details; and we give you a clear and simple way to unsubscribe from every subsequent marketing email. Where we rely on the soft opt-in, our lawful basis is our legitimate interests.

In other circumstances we may ask you to positively opt in. Where we rely on consent, you will not be opted in unless you take a positive action indicating that you would like to receive our emails.

You are always in control of whether you receive marketing from us. You can use the unsubscribe link included in our marketing emails, change your preference from your Profile page in this app, or contact us directly.

If you opt out or unsubscribe we will stop sending you marketing communications. We may keep limited information on a suppression list so that we can respect your request and do not accidentally add you back to our marketing audience. An unsubscribe or opt-out always takes priority over any earlier preference.

Opting out of marketing does not affect transactional emails needed to fulfil your orders, such as order confirmations, payment receipts, invoices and delivery updates. If you start a checkout and do not complete payment, we may also send you a single reminder email with a link to finish your order.

We do not see, handle or store your full payment card details. Card, Apple Pay and Google Pay payments are processed by Stripe, and PayPal payments by PayPal, on their own secure pages. We only receive confirmation of whether a payment succeeded and the payment method used.

When you pay by card, Stripe may process information including your name, billing details, payment card information, transaction details, device information and information used for fraud prevention and security. Stripe processes personal information in accordance with its own privacy policy.

If you choose cash on delivery, no payment information is stored at all.

We may share personal information with trusted organisations that help us operate TimberCulture, such as payment processors, our app hosting and platform provider, email and communications providers, IT and technical service providers, accountants and professional advisers, delivery or logistics providers where applicable, and government, regulatory or law-enforcement authorities where required by law. We also use a mapping service to calculate delivery distance and show your delivery location.

We only share personal information where there is an appropriate reason to do so. We do not sell customer personal information, and we do not share it for advertising.

Some of the technology providers we use may process or store information outside the United Kingdom. Where personal information is transferred internationally, we take steps to ensure appropriate safeguards are in place as required by UK data protection law.

We keep personal information only for as long as reasonably necessary for the purpose it was collected, including satisfying legal, accounting and tax requirements, so different types of information may be retained for different periods.

Account information is kept while your account exists. If you delete your account from your Profile page, your profile and order history are removed. Incomplete, unpaid online checkouts may be removed automatically as part of routine housekeeping.

We may retain records of marketing opt-outs and unsubscribes for longer where necessary to ensure we continue to respect those preferences.

We take appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. Where third-party providers process personal information on our behalf, we expect them to maintain appropriate security measures.

Depending on the circumstances, UK data protection law gives you the right to access the personal information we hold about you, ask us to correct inaccurate information, ask us to delete your information, ask us to restrict how it is used, object to certain uses of it, receive certain information in a portable format, and withdraw consent where we rely on consent.

You have the right to object to the use of your personal information for direct marketing at any time. If you object to direct marketing, we will stop using your personal information for that purpose.

You can exercise many of these rights directly in the app from your Profile page. For anything else, please contact us using the details above and we will help.

If you have concerns about how we use your personal information, please contact us first so that we can try to resolve the issue. You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's data protection regulator. Information about making a complaint is available from the ICO.

This app uses a limited number of cookies and similar storage technologies to operate the service and remember your preferences. Where consent is legally required for non-essential technologies, they will not be used until the appropriate consent has been obtained. Please see our Cookie Policy and cookie preference controls for further information.

We may update this policy from time to time, including where our services or legal obligations change. The latest version will always be available through TimberCulture, and the "last updated" date at the top shows when it was most recently revised.