Privacy Policy

PRIVACY POLICY

In this privacy notice where we refer to "service" or "services", we mean "lawn treatment(s)" unless stated otherwise.

If you have any questions, you can contact our DPM (Data Protection Manager) via the contact details at the end of this policy.

At Lawn Master, we are 100% committed to protecting the privacy and security of our customers data, and we understand the trust that you place in our business when you provide us with your personal information. Our updated Privacy Policy which is outlined below, sets out our privacy promise to you. Lawn Master does not share any of your data with third parties for them to market products or services to you. If you have any questions about our Privacy Policy and how we protect your privacy, you can email us at info@lawnmaster.co.uk

What Our Privacy Policy Tells You

In this policy, we will:

1. Define the types of personal data that we collect and process about you.
2. Explain why we collect personal data and how we use it.
3. Explain when and why personal data processed by affiliated Lawn Master franchisees will be shared with Lawn Master Head Office and any other third parties.
4. Explain how long we keep your data for, and what scenarios may affect how long we keep your data for.
5. Explain your rights and the choices you have when it comes to the data that we hold on you, and how you can exercise your rights.

1. What information we collect and process about you

When you directly interact with us, or enquire about our services via other methods such as our website or social media platforms, you may provide us with the following information:

• Identity – Your title, first name and surname.
• Contact details – Your telephone and/or mobile numbers, email address, your address and billing address.
• Source of enquiry – How you heard about Lawn Master.

Furthermore, we may collect and process the following information when you request a free lawn analysis and quotation from us:

• Property and Lawn Information – The size of your lawn area, number of lawns, type of property (for direction purposes), images of your lawns, whether there are any pets that use the lawn and also any obstacles that pose a risk to our staff, such as ponds. We may also collect and process (following your consent), gate codes if they are required for us to provide our services at your property.

When you specifically visit our website (lawnmaster.co.uk), we may collect the following information from you:

• Usage – Information about how you use and browse our website, including how long you spend on certain web pages, and whether you exit our website before viewing additional pages (bounce rate).
• Device/Location - IP address of where you are visiting our website from, web browser type/version number, device type information such as desktop/mobile/tablet and operating system being used.

The data that is collected when you visit our website does not personally identify you and is solely used to improve the browsing experience of future visitors to our website. For example, if a large amount of visitors are using a particular device type, we may optimise our website more for those devices in order to give a richer user experience.

When you are actively using Lawn Master's services, we collect and process the following information:

• Records of communication – We keep records in our CRM system of when you have contacted us and when we have contacted you. For example, we may note down the reason why we contacted you/you contacted us.
• Services you have received from us – We keep a record of specifically what you have received from us, and at what price each service was received, and any other information associated with that service such as, invoice numbers, date of completion, price of service etc.
• Financial status of your account – We keep a record of the methods you have used to pay for each individual service you have received from us. We also keep a record of any cancelled invoices and the reason they were cancelled. Please note that we do not keep a record of any of your credit/debit card details when you make a payment.
• Extra Services that may interest you – We keep a record of additional lawn treatments that you may have shown interest in, or our staff may have recommended to improve your lawns. We may then use this information to contact you to offer those services, which is explained below in Section 2 of the Privacy Policy.
• Your feedback – We keep a record of any feedback you provide us, including logging your responses to surveys that we carry out as part of our ongoing services.

2. Why we collect your personal data and how we use it

The personal data that we collect and process about you is used for different purposes, all of which are outlined in the table below:

Please note, that the bold titles that are used above in Section 1 are used in the table below to illustrate which data is used for each purpose. Where "All" is specified, it means all of the types of data in Section 1 are used.

Reason why we use the data	What data (comma separated)	Legal grounds for using the data
To provide a free quotation for our services.	Identity, Contact Details, Property and Lawn Information	Necessary for us to provide you with a quotation for our services, and for our staff to be able to locate you when providing services.
To improve our advertising services in the future and measure our success of advertising campaigns.	Source of enquiry	Necessary for our legitimate interests to develop our business and help improve the way we promote our services.
Manage your account with us and allow us to personalise your experience with us.	Identity, Contact Details, Property and Lawn Information	Performance of a contract with you.
Contact you about additional services to improve your lawns.	Identity, Contact Details, Property and Lawn Information, Extra services that may interest you	Performance of a contract with you and necessary for us to provide the best level of service to you.
To help develop the services that we provide to customers and increase the range of services that we offer.	Identity, Contact Details, Property and Lawn Information, Services you have received from us	Necessary for legitimate interests (to develop our business, including our services)
To monitor and keep records of our contact with you and our staff.	Identity, Contact Details, Records of Communication	Performance of a contract with you and necessary for us to provide the best level of service to you.
Process your orders, payments credits and refunds.	Identity, Contact Details, Property and Lawn Information, Services you have received from us, Financial status of your account	Performance of a contract with you.
Provide you with pricing for additional services that you have requested.	Identity, Contact Details, Property and Lawn Information, Services you have received from us, Financial status of your account	Performance of a contract with you and necessary for us to identify whether the particular service you have requested could be completed at your property (machine access for example).
To provide the delivery of specific products directly to your property when specific services are requested.	Identity, Contact Details	Performance of a contract with you.
Notify you of changes to our Privacy Policy and Terms of Service.	Identity, Contact Details	Performance of a contract with you and to comply with legal obligations.
Updating your details and records.	Identity, Contact Details, Property and Lawn Information, Financial status of your account	Performance of a contract with you and to comply with legal obligations.
For internal administration and auditing / record keeping purposes, including accounting.	Identity, Contact Details, Property and Lawn Information, Services you have received from us, Financial status of your account	Performance of a contract with you and to comply with legal obligations.
Answer your queries, which may involve contacting you by post, email or phone.	Identity, Contact Details	Performance of a contract with you.
Assessing and making specific informed decisions based on your lawn information.	Identity, Contact Details, Property and Lawn Information	Necessary for us to provide our services to you as effectively as possible and also to ensure the safety of our staff whilst carrying our services at your property.
Get in touch with you about extra relevant services we could offer for your lawns. This is direct marketing and may be sent by email, SMS, by post or delivered in person at the time services are being carried out on your lawns.	Identity, Contact Details, Property and Lawn Information	Necessary for legitimate interests (to develop our business, including our services) All direct marketing communications include an unsubscribe option to ensure you can choose to opt-out of future communications.
Improve your experience when browsing the Lawn Master website to deliver more targeted content to you whilst you browse.	Usage, Device / Location	Necessary for legitimate interests (to develop our business, improve the overall user experience of our website and help us make informed decisions about our marketing strategies)
Give you the opportunity to provide us with feedback through reviews and surveys.	Identity, Contact Details, Property and Lawn Information, Services you have received from us	Necessary for legitimate interests (to develop our business, including our services and to obtain feedback from customers to improve our services)
To enable us to complete the transfer of your account details to a new purchaser (I.e a new franchisee) of the territory where your property is located.	All	Performance of a contract with you and necessary for the relevant Lawn Master franchisee to be able to continue providing services to you.

3. When and why affiliated Lawn Master franchisees will share your data with Lawn Master Head Office and any other third parties

Lawn Master does not pass any of your personal data onto any third parties for them to market their products or services to you. If this were to ever change in the future, we would only do so following your consent.

Lawn Master Head Office is the data controller of all the data we, or any of our affiliated franchisees hold on you. Lawn Master franchisees and any staff they employ are specifically the data processors of all the data we hold on your account with us.

As stated above, we do not share any of your details with third parties for their marketing purposes. However, we may share information with other Lawn Master franchisees, and the following third parties:

• HM Land Registry & MCOL (Money Claim Online) – In the event of your account being in arrears and you showing no effort to balance your account, we may share your Identity and Contact Details (as defined in Section 1) with these government organisations to recover debts owed by you.
• Other legal based organisations – These may include solicitors where required in the event of a dispute such as money being owed by the account holder.

We reserve the right to share your information with the above third parties in the event of debts being owed by the account holder as we have a legitimate interest to recover money owed to Lawn Master and any of its affiliated franchisees.

The only other third parties that Lawn Master may share your information with, if required, are suppliers of our products that may be required to be delivered directly to your property in order for us to carry out our services. This is outlined above in Section 2 and the information shared in this scenario would be Identity and Contact Details (defined in Section 1).

4. How long we keep your data for

We will keep your data for as long as you hold an active account with Lawn Master (I.e not cancelled) and/or where you are still happy to receive emails from us regarding news, products and services. The following list clearly outlines the scenarios where we will otherwise keep records of your data for an extended period of time after ceasing (cancelling) the use of our services:

• Legal reasons – Such as tax purposes where we are required to keep records of what we have provided for certain periods of time.
• Disputes – Such as a disagreement of money owed on your account or a complaint about a service provided. We hold the rights to retain all of your data until any disputes have been resolved.
• Account balances owed/in credit – We keep your data even when your account has been cancelled if, your statement of account shows anything other than £0.00. We have a vested interest to settle any accounts, therefore it's required for us to hold all of your data until any balances have been settled.

If none of the three bullet points above are relevant to your account with us, the only other reason we would continue to keep your data is because you provided us with your consent (opted-in) to receive direct marketing emails, news, products and services information, as explained above. However, you can opt-out of these emails using unsubscribe links which are always provided on each communication. Once you have unsubscribed, and none of the bullet points above are relevant, then we will automatically delete any records of data we hold on you.

5. Your rights

You have the right to:

• Ask us for a copy of the personal data we hold on you.
• Ask us to unsubscribe you from marketing communications (by opting-out)
• Have any inaccuracies of the data we hold on you corrected/updated.
• Ask us to delete your account with all the information we hold on you (providing none of the bullet points listed in Section 4 have any relevance to your account)

If you want to exercise any of your rights, please contact us. Requests are free of charge, however, we reserve the right to charge a reasonable administration fee if we consider any requests to be unfounded, excessive or unreasonable.

If you want to opt-out of receiving our marketing-based emails/SMS communications etc, you can opt-out at any time by contacting us. Alternatively, you can use the opt-out (unsubscribe) function which is detailed in all of the communications sent.

Contact Us

If you would like to discuss anything in this policy, or if you want to exercise your rights, please get in touch:

Email: info@lawnmaster.co.uk

Telephone 0800 915 9915

Or you can write to us at:

FAO: Data Protection Manager, Lawn Master

4 New Vision Business Park, Glascoed Road

St Asaph, Denbighshire

LL17 0LP