Privacy policy
Registered name: Ca’ Pietra Group Limited (trading as Ca’ Pietra)
We are the controller of your personal data. For more information on controllers and their responsibilities please see the ICO’s guidance on data protection principles, definitions, and key terms.
This privacy notice tells you what to expect us to do with your personal information.
• Contact details
• What information we collect, use, and why
• Call recording and AI summaries
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• Transferring your personal information outside the UK
• Cookies and website analytics
• Social media
• Links to other websites
• Keeping your information secure
• How to complain
• Changes to this privacy notice
Contact details
For data protection questions, requests and complaints: sales@capietra.com
For marketing preferences and unsubscribing: marketing@capietra.com
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
• Names and contact details
• Addresses
• Date of birth
• Purchase or account history
• Payment details (including card or bank information for transfers and direct debits)
• Credit reference information
• Website user information (including user journeys and cookie tracking)
• Call recordings, transcripts and summaries
• Records of meetings and decisions
We collect or use the following information for the operation of customer accounts and guarantees:
• Names and contact details
• Addresses
• Payment details (including card or bank information for transfers and direct debits)
• Purchase history
• Marketing preferences
We collect or use the following information for service updates or marketing purposes:
• Names and contact details
• Addresses
• Marketing preferences
• Purchase or viewing history
• Website and app user journey information
We collect or use the following personal information for dealing with queries, complaints or claims:
• Names and contact details
• Address
• Payment details
• Purchase or service history
• Call recordings, transcripts and summaries
Call recording and AI summaries
We may record calls made to or by Ca’ Pietra Group Limited and use automated tools, including artificial intelligence (AI), to transcribe and summarise them. We do this to keep accurate records of what was discussed and agreed, to improve our service and train our team, and to resolve disputes. You will be told at the start of a call if it is being recorded.
We store the recording, transcript and summary, along with your phone number and anything you share on the call. Summaries are added to your customer record in our CRM. We do not make decisions with a legal or similarly significant effect on you based solely on these summaries.
Our lawful basis for recording and summarising calls is legitimate interests, as explained in the section below. Call recordings, transcripts and summaries are kept as set out in the section on how long we keep information.
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
• Your right to withdraw consent - When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation - we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interests - we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
We collect and use personal information so that we can supply stone and tile products and look after our customers. This includes taking and fulfilling orders and sample or brochure requests, arranging delivery, keeping financial records, and keeping accurate records of enquiries and previous conversations in our CRM so that any member of our team can help. Where we record and summarise calls, we tell callers at the start of the call. Our legitimate interest is running our business efficiently and giving the people who buy from us a reliable, consistent service. Customers benefit because their orders are handled correctly, they do not have to repeat themselves each time they contact us, and the information we send them is relevant. We benefit from accurate records, from being able to resolve queries and disputes, and from being able to protect our legal rights. We could not provide this level of service without holding this information. We believe these benefits outweigh the risk to individuals because we only use information that people give us when they contact us, request a sample or buy from us, and this is what they would reasonably expect us to hold. We do not sell personal data. We share it only with service providers acting on our instructions, such as delivery, storage, telephony and CRM providers, with other companies in our group, and with law enforcement or fraud prevention agencies where the law requires it. We keep information secure and only for as long as we need it. People can ask for a copy of their information, ask us to correct or delete it, and object to our processing at any time by emailing sales@capietra.com.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation - we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interests - we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
We use personal information to set up and manage customer accounts and to deal with guarantees. Alongside what we need to carry out our contract with customers, we keep account and purchase records so that we can verify a guarantee, deal with a claim fairly and protect our legal rights. Our legitimate interests are keeping accurate records and dealing with guarantee matters efficiently and fairly. Customers benefit because we can confirm their purchase and honour a guarantee without asking them to prove it again, and we benefit from being able to check claims properly and protect our legal position. We believe these benefits outweigh the impact on individuals because we only use information that people give us when they open an account or buy from us, which is what they would reasonably expect us to hold for this purpose, and access is limited to the people who need it. We do not sell personal data. We share it only with service providers acting on our instructions and where the law requires it. People can ask for a copy of their information, ask us to correct or delete it, and object to our processing at any time by emailing sales@capietra.com.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests - we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
We use contact details and customer records to send service updates, such as information about orders, deliveries and samples, and to send marketing about our tile and stone products and services. Our legitimate interest is keeping customers and enquirers informed and promoting our business to people who have shown an interest in what we offer. The people we contact benefit from knowing where their order or sample request stands and from hearing about products and services that are relevant and timely. We benefit from maintaining good customer relationships and from the sales that follow, which support the service we provide. Service updates are also needed so that customers know what to expect from something they have bought. We believe these benefits outweigh the impact on individuals because we only contact people who have bought from us, requested a brochure or sample, or otherwise been in touch, so they would reasonably expect to hear from us. We record each person’s marketing preferences in our CRM and follow them, and we tailor what we send so that it is relevant. We do not sell or lease personal data. The impact on individuals is limited to receiving communications that they can stop easily. Anyone can change their preferences, unsubscribe or object to direct marketing at any time by emailing marketing@capietra.com.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
You can update your marketing preferences or unsubscribe at any time by emailing marketing@capietra.com or by using the unsubscribe link in our marketing emails.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation - we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interests - we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
We use personal information to deal with queries, complaints and claims from customers and enquirers. This includes the details of the person, their order or account, and our previous communications with them, including call recordings, transcripts and summaries where a call has been recorded. Our legitimate interest is handling these matters properly and fairly, and being able to establish, exercise or defend legal claims. The people who contact us benefit because we can find the relevant history quickly, understand what happened and reach an accurate resolution without asking them to repeat themselves. We benefit from being able to resolve issues efficiently, correct mistakes, improve our service and protect our legal position if a dispute arises. We could not investigate a complaint or assess a claim fairly without access to the records connected to it. We believe these benefits outweigh the impact on individuals because we only use information that people have given us or that arose from their dealings with us, and using it to deal with their own query or complaint is what they would reasonably expect. Access to this information is limited to the people who need it to deal with the matter. We do not sell personal data, and we share it only with service providers acting on our instructions, with our insurers or professional advisers where needed, and with courts, regulators or law enforcement where the law requires it. People can ask for a copy of their information, ask us to correct or delete it, and object to our processing at any time by emailing sales@capietra.com.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where we get personal information from
• Directly from you
• Automatically, when you use our website (through cookies and analytics)
• Our social media pages, when you interact with us
• Publicly available sources
• Providers of marketing lists and other personal information
How long we keep information
We only hold on to information for as long as we need to. If you have registered on our website but not purchased from us, we hold on to your information for 5 years from registration if you have opted in to our marketing communications, and for 3 years from registration if you have not.
Whilst you are an active customer, which means you have purchased from us, we hold on to your information for as long as needed to give you the best possible customer service. We hold financial information for 7 years.
Where we record calls, we keep the recordings, transcripts and summaries for as long as we need them for the purposes described in this privacy notice. Summaries are kept as part of your customer record.
Where the lawful basis of our processing is your consent, we keep your personal data for as long as we have your consent to do so. In certain circumstances we may keep your personal data for longer where this is necessary to comply with a legal obligation, to resolve disputes or to enforce our agreements.
For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided.
Who we share information with
We may share personal information with:
• Other companies in our group
• Professional consultants and advisers, including our insurers
• Delivery and storage companies
• Service providers that support our business, such as those who host our website, provide our telephone, call transcription and customer records (CRM) systems, process payments and send our communications
• Credit reference agencies, where we carry out credit checks
• Law enforcement and fraud prevention agencies, and other organisations we are legally obliged to share personal information with
We do not sell your personal information. Our service providers act only on our instructions and are required to keep your information secure.
Transferring your personal information outside the UK
Some of our service providers may process personal information outside the UK. Where this happens, we make sure appropriate safeguards are in place, such as the UK International Data Transfer Agreement, the UK Addendum to the EU standard contractual clauses, or an adequacy decision covering the country concerned, so that your information remains protected.
Cookies and website analytics
A cookie is a small file that is placed on your device when you visit a website. Cookies allow websites to respond to you as an individual.
We use traffic log cookies to identify which pages are being used. We only use this information for statistical analysis purposes. Once this work is complete the data is removed from our systems.
We also use Google Analytics, which automatically collects and stores the following information about your visit: the internet domain and IP address from where you access our website; the type of browser software and operating system used to access our website; the date and time you access our website; the pages you enter, visit and exit our website from; and if you linked to our website from another website, the address of that website.
Most web browsers automatically accept cookies, but you should be able to change your browser settings to decline cookies if you prefer.
Social media
If you interact with us on social media, for example by following our page or liking, sharing or commenting on our posts, we may collect the information you make available, such as your name, user profile, preferences, comments, photos and videos. We use it to respond to you and manage our social media presence, in line with our legitimate interest in engaging with people who follow and contact us. Please email marketing@capietra.com if you want us to stop interacting with you on social media or using information we have obtained from social media.
Links to other websites
Our website may contain links to other websites of interest. Once you have used these links to leave our website we cannot be responsible for the protection and privacy of any information which you provide whilst visiting any other website. Other websites have their own privacy policies, which you should read if you are concerned.
Keeping your information secure
We hold information on secure systems, some on our own servers and some with cloud providers. We have appropriate security measures and a security policy in place, and we make sure our service providers are bound by data protection law and obligations of confidentiality. Nothing can be 100% secure, and we will notify you and the ICO of a suspected data security breach where we are legally required to do so.
How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
Email: sales@capietra.com
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
ICO Head Office
4th Floor, No.3 Circle Square
5 Hawkshaw Street
Manchester
M1 7BL
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
Changes to this privacy notice
This privacy notice was last updated on 29 September 2026. We may change it occasionally. Where these changes are substantial or have an impact on your rights, we will let you know. You should check this page periodically to ensure that you are happy with any changes.