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STEPS · CUSTOMER POLICY
Privacy policy
Last updated: 26-09-2026ć»Version 1.0
This policy explains how STEPS uses your personal information when you visit our website, order a treatment, request a RESTORE+ assessment or contact us.
ON THIS PAGE
Section 2
What we collect
Section 3
How we use it, and our legal basis
Section 4
Who we share it with
Section 6
How long we keep it
Section 7
Your rights
Section 9
Complaints
1 Who we are
STEPS CLEANING AND RESTORATION (company number 17402124), trading as STEPS, is the controller of your personal information. Our registered office is 34 Hoylake Crescent, NG8 4PX. For privacy questions, email info@stepsnottingham.co.uk. ICO registration number:
2 What we collect
Contact and account details:
your name, email address, phone number (if given) and My Orders login.
Delivery details:
your postal address for postage labels and returns.
Order details:
the treatment you chose, the treatment we confirmed, prices, payments, refunds and your order's progress.
Payment details:
payments are processed by our payment provider. We see confirmation of payment and limited card details (such as the last four digits), never your full card number.
Photos of your pair:
taken on arrival and during and after treatment. They're about your footwear, but they may sometimes show something that identifies you, like a name written inside a shoe.
RESTORE+ assessment details:
the photos and description you send us.
Messages:
emails and other messages you send us on Meta.
Website use:
device, browser and usage information collected through cookies. See our Cookie Policy.
3 How we use it, and our legal basis
WHY WE USE IT
LEGAL BASIS
To take your order, send postage, inspect and treat your pair, take payment and return it
Contract
To keep your order updated in My Orders and send balance reminders
Contract
CONDITION PHOTOS
To photograph your pair's condition and handle any questions or complaints
Contract, and our legitimate interest in keeping an accurate record
To keep accounting and tax records
Legal obligation
To give you a free RESTORE+ assessment
Steps you've asked us to take before a contract
MARKETING PHOTOS
To use photos of your pair in our results gallery or social media, only if you opt in
Your consent, which you can withdraw at any time. Saying no doesn't affect your order
To send marketing emails, if you've signed up
Consent, or for past customers, the soft opt-in, with an unsubscribe link in every email
To understand how our website is used and improve it
Legitimate interests. For non-essential cookies, see our Cookie Policy
4 Who we share it with
We only share what each provider needs to do its job, and they may only use it on our instructions:
PROVIDER
WHAT THEY DO FOR US
Wix.com
Hosts our website, store, checkout, My orders and customer records
Wix Payments and its underlying processor / PayPal / Apple Pay / Google Pay
Process your payments
Royal Mail
Deliver your pair to us and back to you
Google workspace
Our business email
Meta
Customer Messages
We may also share information with professional advisers, or where the law requires it. We never sell your personal information.
5 International transfers
Some of our providers, including Wix, may store or access information outside the UK. Where they do, we rely on UK adequacy regulations or approved safeguards, such as the UK International Data Transfer Agreement or Addendum, to protect it.
6 How long we keep it
INFORMATION
HOW LONG WE KEEP IT
Order, payment and tax records
six years after the end of the financial year they relate to.
Photos of your pair
12 months after your order is completed, or longer if they're needed for an open complaint.
RESTORE+ assessments that don't go ahead
6 months.
Marketing permissions
Until you withdraw them.
My Orders Account
while active and until deleted by user.
7 Your rights
You have the right to access your information, to correct it, to have it erased, to restrict or object to how we use it, to data portability, and to withdraw consent at any time. To use any of these rights, email info@stepsnottingham.co.uk. We'll respond within one month.
8 Keeping it safe
We use access controls and our providers' security measures to protect your information. Only people who need it to look after your order can see it.
9 Complaints
If you're unhappy with how we've handled your information, please tell us first at info@stepsnottingham.co.uk. We'll acknowledge your complaint within 30 days and keep you updated until it's resolved.
You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
10 Children
Our services are for adults. We don't knowingly collect information from anyone under 18
11 Changes
We'll update this policy if how we use your information changes, and change the date at the top.
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