1. Introduction
At RoofRegen Ltd, we respect your privacy and are committed to handling your personal information responsibly.
This Privacy Policy explains what information we collect, why we use it, how we protect it and the choices you have.
It applies when you:
- Visit our website.
- Request a roof-cleaning or other roof-care quotation.
- Submit an enquiry through Facebook or Instagram.
- Contact us through WhatsApp, SMS, email or telephone.
- Arrange a property assessment.
- Receive a quotation or book work.
- Become a RoofRegen customer.
- Interact with our advertising or communications.
We handle personal information in accordance with applicable UK data protection and privacy legislation, including the UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018, Privacy and Electronic Communications Regulations 2003 (PECR) and relevant changes introduced by the Data (Use and Access) Act 2025.
This policy explains our intended handling of customer information. It does not replace any specific notice or consent request that may be provided when you use a particular service.
2. Who We Are
RoofRegen Ltd
Company Number: 17415438
Registered Office: 10 Bayside Close Poole England BH15 4FW
Website: https://www.roofregen.co.uk/
Telephone: 0330 137 2017
Email: sales@roofregen.co.uk
RoofRegen Ltd is the data controller of personal information collected and used for its own website, advertising, customer enquiries, quotations and roof-care services.
This means we are responsible for deciding why and how that information is used.
For privacy enquiries, requests or complaints, contact us using the details above.
3. What Personal Information We Collect
We collect information that is reasonably necessary to respond to enquiries, arrange assessments, provide roof-care services and operate our business.
Depending on how you interact with us, this may include the following.
3.1 Contact Information
- Full name.
- Telephone or mobile number.
- Email address.
- Property address.
- Postcode.
- Preferred method of contact.
3.2 Roof-Care Enquiry Information
- The service you are interested in.
- Information about moss, roof discolouration or other concerns.
- The type of property or roofing material, if known.
- Details you provide about access.
- Photographs you choose to send.
- Your preferred assessment date.
- Information you provide when requesting a quotation.
3.3 Communications and Booking Information
- Messages exchanged by WhatsApp, SMS or email.
- Information provided through Facebook or Instagram enquiry forms.
- Telephone enquiry notes.
- Your responses to service-confirmation questions.
- Appointment dates, times and booking status.
- Rescheduling or cancellation requests.
- Communication preferences.
- Records showing when a message was sent or received.
3.4 Property Assessment and Service Information
Where an assessment or work is arranged, we may collect:
- Property assessment information.
- Roof materials and visible condition.
- Photographs of relevant roof or exterior areas.
- Details of proposed work.
- Quotations and accepted instructions.
- Access and scheduling information.
- Work-completion records.
- Relevant aftercare information.
3.5 Payment and Transaction Information
Where you become a customer, we may process:
- Billing details.
- Invoice information.
- Amounts charged or paid.
- Payment dates and status.
- Transaction references.
- Information needed for accounting, refunds or payment disputes.
Payment information is handled through appropriate payment arrangements. We do not need to collect or retain full payment-card details as part of ordinary roof-care enquiries.
3.6 Website and Advertising Information
Depending on your choices and the services in use, this may include:
- IP address.
- Browser or device information.
- Pages visited.
- Website interactions.
- Advertising campaign source.
- Advertisement clicks.
- Enquiry and conversion events.
- Cookies and similar identifiers.
- Marketing preferences.
- Information relating to advertisements shown through Meta or Google.
We do not ask customers to provide sensitive personal information that is unnecessary for an ordinary roof-care enquiry.
Please avoid including unrelated personal or sensitive information in free-text messages or photographs.
4. How We Collect Your Information
We may receive information directly from you when you:
- Complete a form on our website.
- Request a quote through an advertisement.
- Submit a lead form on Facebook or Instagram.
- Contact us on WhatsApp.
- Send an SMS or email.
- Call our business.
- Arrange or attend an assessment.
- Accept a quotation.
- Book or receive a service.
- Provide feedback or a review.
We may also receive information from Meta when you submit a RoofRegen enquiry through Facebook or Instagram.
For example, if you complete a RoofRegen lead form on Facebook, the contact information and service details you submit can be provided to RoofRegen so that we can respond to your request.
We may also receive limited technical, advertising or conversion information through our website and advertising activities, subject to applicable privacy requirements and your choices.
5. Facebook and Instagram Lead Enquiries
RoofRegen advertises its roof-care services through Meta, including Facebook and Instagram.
If you submit an enquiry through one of our advertisements, we may receive the details you chose to provide, such as:
- Your name.
- Telephone number.
- Email address, if supplied.
- Property postcode or location.
- The service you are interested in.
- Other information entered into the enquiry form.
We use this information to respond to your request, confirm the service you need and help you arrange an appropriate property assessment.
What Happens After You Submit an Enquiry?
When you submit a RoofRegen enquiry through Facebook or Instagram:
Step 1 — Your Enquiry Is Received
We record the details you have submitted so that we can respond.
Step 2 — We Confirm What You Need
You may receive a relevant WhatsApp or SMS message thanking you for your enquiry and asking you to confirm the roof-care service you are interested in.
WhatsApp messages are sent only where the required permission to contact you through WhatsApp has been obtained.
Step 3 — We Provide Assessment Booking Information
Once your service requirement is confirmed and an assessment is appropriate, we may send you a link allowing you to select an available date and time for us to attend.
Step 4 — We Confirm Your Appointment
If you book an assessment, we may send a booking confirmation and relevant appointment information.
Step 5 — We Keep You Updated
We may send relevant administrative communications about your assessment, quotation or agreed work.
These communications are intended to help us respond to the service you requested.
Submitting an enquiry does not, by itself, mean that you have agreed to receive unrelated or ongoing promotional messages.
Marketing communications are handled separately, as explained later in this policy.
6. WhatsApp, SMS and Customer Communications
RoofRegen may communicate with customers and prospective customers through WhatsApp, SMS, email or telephone.
These communications can include:
- Acknowledging an enquiry.
- Asking which roof-care service you require.
- Clarifying property or postcode information.
- Sending an assessment booking link.
- Confirming an appointment.
- Providing appointment information or reminders.
- Responding to your questions.
- Sending relevant quotation information.
- Communicating about agreed work.
- Providing completion or aftercare information.
WhatsApp Communications
Where we initiate a WhatsApp conversation, we must have the permission required by the applicable WhatsApp business messaging rules.
We aim to make it clear that the messages are from RoofRegen and why we are contacting you.
If WhatsApp is not an available or appropriate contact channel, we may use another permitted method, such as SMS or email, where relevant to your enquiry.
Automated Service Messages
Some messages may be sent automatically following an action such as submitting an enquiry, confirming a service requirement or booking an appointment.
This helps us acknowledge enquiries and provide relevant booking information.
These messages may involve automated administration, but they remain associated with your enquiry or customer relationship.
You can contact our team directly if you need assistance.
Service Communications Versus Marketing
An appointment confirmation, booking reminder or direct response to a request is generally a service-related communication when it contains only relevant administrative information.
A separate promotional message advertising additional services or future offers may be direct marketing and is subject to different rules.
We do not treat consent to receive service-related updates as automatic permission for unrelated marketing.
Stopping Communications
You may ask us to stop communications using the contact details in this policy.
You may also reply STOP where that option is supported by the messaging channel.
If you stop marketing messages, we may still need to send certain necessary communications concerning an existing booking, contract, payment or legal obligation.
You can contact us at sales@roofregen.co.uk if you wish to change your communication preferences or speak to a member of the team.
7. Assessment Bookings, Quotations and Roof-Care Services
When you request an assessment or quotation, we use relevant information to manage the enquiry and any agreed work.
This may involve:
- Checking whether your property falls within our service area.
- Confirming the work you are interested in.
- Arranging a property assessment.
- Allocating an appropriate member of the team.
- Sending booking confirmations or reminders.
- Recording assessment findings.
- Preparing and sending quotations.
- Arranging approved work.
- Issuing invoices or payment requests.
- Managing completion information.
- Providing relevant aftercare.
If a member of our team attends your property, we may collect photographs and information reasonably necessary to assess the work, document the service or support the quotation.
We ask team members to focus on relevant property areas and avoid collecting unnecessary personal information.
We may retain appropriate correspondence and job records where necessary to manage the customer relationship, handle complaints or meet legal requirements.
8. How We Use Your Information and Our Lawful Bases
UK data protection law requires us to have a valid reason, known as a lawful basis, for processing personal information.
The lawful basis depends on what we are doing and the circumstances.
Responding to Enquiries
Purpose: Respond to your request, clarify the service required and provide relevant information.
Lawful basis: Taking steps at your request before entering into a contract, or our legitimate interests in responding to enquiries where appropriate.
Arranging Assessments and Quotations
Purpose: Confirm service requirements, assess availability, book visits and prepare quotations.
Lawful basis: Taking steps at your request before entering into a contract, or legitimate interests where appropriate.
Delivering Agreed Services
Purpose: Schedule work, maintain job records, communicate with customers and complete contracted services.
Lawful basis: Performance of a contract.
Managing Payments and Accounting
Purpose: Process invoices, record payments and meet tax, accounting and other applicable duties.
Lawful basis: Performance of a contract and compliance with legal obligations.
Maintaining Business Records and Resolving Disputes
Purpose: Handle customer service issues, investigate complaints, prevent misuse and establish or defend legal claims.
Lawful basis: Legitimate interests or legal obligations, depending on the circumstances.
Sending Promotional Marketing
Purpose: Send offers, updates or promotional messages where permitted.
Lawful basis: Consent or another lawful basis where permitted, alongside compliance with the separate electronic-marketing rules.
Advertising and Conversion Measurement
Purpose: Understand advertising performance and, where permitted, show relevant advertisements.
Lawful basis: Consent where required and another appropriate lawful basis for any associated processing that is not consent-based.
Where advertising cookies or similar tracking technologies require consent, we obtain that consent before using them.
Website Operation and Security
Purpose: Maintain website functionality, remember permitted preferences, protect the website and investigate security issues.
Lawful basis: Legitimate interests, legal obligations or consent, as applicable to the activity.
Our Legitimate Interests
Where we rely on legitimate interests, these may include:
- Responding to genuine customer enquiries.
- Managing our customer relationships.
- Improving our services.
- Protecting our business from misuse.
- Keeping appropriate records.
- Resolving customer disputes.
We consider the impact on individuals and do not rely on legitimate interests where their rights and freedoms override those interests.
9. Marketing, Promotional Offers and Your Choices
RoofRegen may promote services or offers, including roof cleaning, roof restoration and relevant exterior-cleaning promotions.
We may advertise through Facebook, Instagram and Google Ads.
We may also send direct marketing through appropriate communication channels where the law permits.
Marketing by Email, SMS or WhatsApp
Where marketing consent is required, we obtain the appropriate consent before sending promotional communications.
In limited circumstances, existing-customer marketing may be permitted under the applicable rules without fresh consent, provided all relevant conditions are met, including clear opportunities to opt out.
We do not regard a Facebook or Instagram enquiry as unlimited permission to send future promotional messages.
Marketing Preferences
You can tell us that you do not wish to receive promotional communications.
Where applicable, marketing messages will explain how to opt out.
You can also email sales@roofregen.co.uk to request removal from our marketing communications.
We respect requests to stop direct marketing.
You do not need to agree to optional marketing to submit an ordinary RoofRegen enquiry.
10. Meta Advertising: Facebook, Instagram and WhatsApp
RoofRegen uses, or may use, Meta advertising and business communication services, including:
- Facebook advertising.
- Instagram advertising.
- Facebook and Instagram lead forms.
- WhatsApp business messaging.
- Advertising conversion measurement.
- Relevant audience targeting or remarketing where lawful.
When you interact with a RoofRegen advertisement, Meta may process information under its own privacy terms.
If you choose to submit a RoofRegen lead form, the information you provide may be transferred to RoofRegen to respond to your enquiry.
Where permitted, advertising measurement may help us understand whether our advertisements lead to enquiries or customer bookings.
Some advertising activities use cookies, tracking technologies or identifiers.
We obtain the required permissions before using non-exempt advertising tracking on our website.
We do not treat WhatsApp contact permission as permission for unrelated advertising or promotional messages.
Meta Privacy Information: https://www.facebook.com/privacy/policy/
Meta Advertising Preferences: https://www.facebook.com/ads/preferences/
WhatsApp Privacy Information: https://www.whatsapp.com/legal/privacy-policy/
11. Google Ads and Advertising Measurement
RoofRegen uses, or may use, Google Ads to advertise its services to people searching for roof cleaning, moss removal and related work.
This can involve:
- Showing advertisements in relevant Google advertising placements.
- Measuring whether an advertisement leads to a website enquiry.
- Understanding which advertising campaigns generate enquiries.
- Evaluating advertising effectiveness.
- Relevant remarketing or audience activities where permitted.
Google may process information about your interactions with its advertising services under Google's own privacy terms.
Where advertising measurement or personalisation involves cookies or other non-exempt tracking technologies on our website, we obtain the consent required by law.
Where any additional advertising measurement involves sharing personal information, we assess the lawful basis, transparency requirements and permissions before enabling it.
We do not use your refusal of optional advertising cookies as a reason to prevent you from requesting a quotation.
Google Privacy Policy: https://policies.google.com/privacy
Google Advertising Controls: https://myadcenter.google.com/
12. Cookies and Similar Technologies
Our website may use cookies and similar technologies for purposes such as:
- Providing essential website functions.
- Maintaining website security.
- Remembering privacy choices.
- Understanding website usage.
- Measuring advertising performance.
- Supporting advertising and remarketing.
Essential Technologies
These may be necessary to provide requested website functions or maintain security.
They do not always require consent where a legal exception applies.
Website Statistics
Some limited statistics technologies may qualify for an applicable legal exception where all relevant conditions are met, including clear information and a simple, free means to object.
Other analytics technologies may require consent.
Advertising and Remarketing
Non-essential advertising cookies and tracking technologies used for advertising, profiling or remarketing require appropriate consent.
Where that consent is required, those technologies should not be activated before you make your choice.
Your Choices
You can manage applicable cookie and tracking preferences through the controls provided on our website.
You may also adjust relevant browser settings.
Rejecting optional tracking will not prevent you from reading our website or submitting a roof-care enquiry.
For further details about the technologies actually used on our website, please refer to our Cookie Policy and Cookie Preferences controls.
13. Sharing Your Information
We may share relevant personal information with trusted organisations or individuals where reasonably necessary to operate our business.
Depending on the service and activity, this may include:
- Website and communications service providers.
- Providers supporting enquiry handling and appointment scheduling.
- Contractors or engineers involved in an agreed assessment or job.
- Payment-processing and financial service providers.
- Professional advisers, accountants or insurers.
- Meta and Google in connection with relevant advertising activities.
- Regulators, authorities or other parties where disclosure is legally required.
We only share information that is necessary for the relevant purpose.
Where another organisation processes personal information on our behalf, we require appropriate contractual and data-protection safeguards.
Some organisations, including Meta and Google, may also process personal information for their own purposes under their respective privacy policies.
We do not sell your personal information to third parties.
14. International Data Transfers
Some of the organisations involved in communications, advertising or other business activities may process personal information outside the United Kingdom.
Where personal information is transferred internationally, we take steps to ensure the transfer complies with applicable UK data protection requirements.
Depending on the destination and circumstances, appropriate protections may include:
- A relevant UK adequacy decision.
- Approved international data transfer safeguards.
- Other legally permitted transfer arrangements.
You may contact us if you would like further information about the safeguards relevant to your personal information and how to obtain a copy where applicable.
15. How Long We Keep Information
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, or to meet applicable legal requirements.
The time required may depend on the type of information and our relationship with you.
Enquiries That Do Not Become Bookings
We retain relevant enquiry and communication records for a limited period where reasonably necessary to respond, follow up on the enquiry, manage preferences, investigate concerns and maintain appropriate business records.
Customer and Job Records
Where work is agreed or completed, relevant records may be retained for the duration needed to manage the customer relationship, deal with complaints or disputes, and meet applicable legal obligations.
Financial Records
Relevant invoices, accounting records and associated information are retained for the periods required by tax, accounting and other applicable law.
Marketing Preferences
We retain appropriate records of marketing permissions, withdrawals and objections where necessary to respect your choices and demonstrate compliance.
Advertising and Website Data
Relevant information is retained in accordance with the purpose, applicable consent, retention settings and any legal requirements.
We periodically review the need to retain personal information and securely delete or anonymise records when they are no longer required.
16. How We Protect Your Information
We take reasonable and appropriate steps to protect personal information against unauthorised access, loss, misuse or disclosure.
These measures may include:
- Restricted access to customer records.
- Appropriate account and access security.
- Secure website connections.
- Access controls for staff and authorised contractors.
- Appropriate handling of photographs and documents.
- Relevant security monitoring.
- Secure disposal or deletion of information no longer required.
No method of electronic storage or transmission can be guaranteed to be completely secure.
We review our measures in light of the information we hold and the risks involved.
17. Property Photographs and Before-and-After Images
RoofRegen may take photographs of a property as part of an assessment or agreed service.
These may include:
- Roof condition before work.
- Moss or other visible contamination.
- Areas requiring repair.
- Work in progress.
- Completed roof cleaning.
- RENOTEC colour-restoration results.
- Gutter-clearing results.
We use relevant photographs for purposes such as assessments, quotations, job records, completion reports and handling customer queries.
Public Website and Marketing Use
We may wish to feature genuine completed projects on our website, including the Our Work page, or in advertising.
We will not automatically treat every job photograph as approved for public marketing.
Where photographs contain personal information or identify a customer or property, we assess the appropriate privacy requirements and obtain necessary permission before publication.
We also review photographs to avoid unnecessarily exposing people, personal details or identifying information.
Customer contact details and internal assessment information are not intended to appear in public project galleries.
18. Your Data Protection Rights
Depending on the circumstances and the lawful basis for processing, you may have the right to:
Access Your Information
Request a copy of personal information we hold about you.
Correct Inaccurate Information
Ask us to correct information that is incorrect or incomplete.
Request Deletion
Ask us to erase personal information where the applicable legal conditions are met.
Restrict Processing
Ask us to limit how we use personal information in certain circumstances.
Object to Processing
Object to certain processing carried out on the basis of legitimate interests.
Object to Direct Marketing
You have the right to object to the processing of your personal information for direct marketing.
Withdraw Consent
Where we rely on consent, you can withdraw it at any time.
This does not make earlier processing unlawful where consent was valid at the time.
Data Portability
In certain circumstances, request that information you provided is supplied in a portable form.
Rights Relating to Automated Decisions
Where applicable, you may have rights in relation to decisions made solely by automated processing that produce legal or similarly significant effects.
We may use automated administrative steps to organise enquiries and send relevant messages, but these are not intended to make legal or similarly significant decisions about you without appropriate safeguards.
How to Exercise Your Rights
Email: sales@roofregen.co.uk
Please explain your request.
We may need to verify your identity before disclosing or changing personal information.
We will respond within the time required by applicable data protection law.
Some rights are subject to legal exceptions.
19. Data Protection Complaints
If you are concerned about how RoofRegen collects, stores or uses your personal information, please contact us.
Email: sales@roofregen.co.uk
Telephone: 0330 137 2017
Postal Address: RoofRegen Ltd 10 Bayside Close Poole England BH15 4FW
We will acknowledge a data protection complaint within 30 days, investigate it appropriately, keep you informed where necessary and communicate the outcome without undue delay.
You may also complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.
ICO Website: https://ico.org.uk/
You do not lose your right to contact the ICO by raising a complaint with us first.
20. Links to Other Websites and Services
Our website, advertisements or communications may contain links to external websites or services.
These may include Meta services, Google services or other relevant websites.
We are not responsible for the privacy practices of independent third parties.
We recommend reviewing their privacy information before sharing personal information with them.
21. Changes to This Privacy Policy
We may update this Privacy Policy to reflect changes in:
- Our services.
- How we handle customer enquiries.
- Our communication methods.
- Advertising activities.
- Data protection requirements.
- The organisations involved in delivering our services.
When we make material changes, we will update the date displayed at the top of the policy and provide further information where legally required.
We review our privacy information to help ensure it remains accurate and understandable.
22. Contact RoofRegen
For privacy questions, requests or complaints:
RoofRegen Ltd
Email: sales@roofregen.co.uk
Telephone: 0330 137 2017
Website: https://www.roofregen.co.uk/
Registered Office: 10 Bayside Close Poole England BH15 4FW
Company Number: 17415438