Privacy Policy

Inspire Spray Coat (ISC) · A brand of Viame Group Ltd | Company number 13370127 | Registered address: 128 City Road, London, EC1V 2NX, United Kingdom | Email: info@inspirespraycoat.com | Phone: 0208 050 8956

1. About This Policy

1.1 Who We Are

1. This Privacy Policy explains how Inspire Spray Coat (ISC), a brand of Viame Group Ltd (company number 13370127, registered address 128 City Road, London EC1V 2NX), collects, uses, shares and protects personal information. In this policy, “we”, “us” and “our” mean Viame Group Ltd trading as Inspire Spray Coat, and “you” and “your” mean the person whose personal information we handle.
2. We are the controller of the personal information described in this policy. This means we decide how and why that information is used, and we are responsible for looking after it in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
3. “Personal information” means any information that identifies you, or that can be used to identify you, directly or indirectly. “Services” means the spray painting and coating services we provide, as described in our Terms and Conditions.

1.2 Who This Policy Covers

1. This policy applies to people who ask us for a quotation or book our Services, people who visit our website or use our website chat, people who contact us by telephone, WhatsApp, email or social media, and named contacts at the businesses we deal with, including commercial clients, suppliers and manufacturers.
2. This policy does not cover our own employed staff, individuals we engage to carry out works, or people who apply to work with us. We explain how we handle their information separately.
3. Our website and social media pages may link to other websites and platforms, including Facebook, Instagram, TikTok and YouTube. We do not control those websites and this policy does not apply to them. Please read their own privacy notices.

1.3 How This Policy Relates to Our Terms

1. This policy should be read together with our Terms and Conditions (the “Terms”), in particular Section 15 (Photography and Marketing), Section 17 (Complaints and Dispute Resolution) and Section 18 (Data Protection and Privacy).
2. Nothing in this policy limits your rights under data protection law or any other law. If there is a conflict between this policy and your legal rights, your legal rights apply.

1.4 Children

1. Our Services are for adults. We do not knowingly collect personal information from anyone under 18. If you believe a child has given us personal information, please contact us and we will take steps to delete it.

2. The Information We Collect

2.1 Information You Give Us

1. Contact details, such as your name, the address of the property where works will be carried out, your billing address if it is different, your telephone and WhatsApp numbers and your email address.
2. Enquiry and job details, such as the type of work, the surfaces and items to be coated, colour and finish choices, preferred dates, access arrangements (for example parking, key safe or entry instructions) and anything else you tell us when you ask for a quotation or make a booking.
3. Photographs, videos and measurements of your property or the items to be coated, which you send us so that we can assess the work, or which you send us as evidence when you report a problem.
4. Quotation, booking, invoice and payment records. We do not store full payment card numbers. Card payments are handled by our payment provider (see Section 5). Where you pay by bank transfer, we see the details that appear on our bank statement.
5. Communications, including the content of emails, WhatsApp and text messages, notes of telephone calls, records of website chats, and recordings or transcripts of calls (see Section 2.6). This includes any complaint, feedback or review you give us.
6. Safety and access information that you choose to tell us, such as a breathing condition, a sensitivity to fumes, or the presence of pets or vulnerable occupants (see Section 2.5).

2.2 Information We Collect Automatically

1. When you use our website we collect technical information such as your internet address (IP address), browser and device type, the pages you view, the website or advert that referred you to us, and the date and time of your visit.
2. We use cookies and similar technologies on our website. Section 8 explains which ones we use and the choices you have.
3. When you reach us through an advert or a search result, our advertising and analytics providers may record how you found us and whether your enquiry led to a booking (see Section 8.3).

2.3 Information From Other Sources

1. Advertising platforms, online directories and social media, where you contact us through them or where they pass us your enquiry details.
2. Our payment provider and bank, which confirm when payments are received.
3. For commercial work, publicly available business information (such as Companies House records) and contact details given to us by your colleagues. We may also obtain business contact details from business directories and data suppliers for the marketing described in Section 3.4. Where we do, we will tell you where we obtained your details, at the latest within 1 month.
4. Insurers, manufacturers, solicitors, debt recovery agencies and courts, where a claim, a guarantee claim or an unpaid account arises.

2.4 Photographs and Video of Your Property

1. Our team photographs the completed works to create our completion record (Section 11.5 of the Terms) and may also photograph surfaces before and during the works. Our photographs are intended to show surfaces and finishes, not people. We ask that people and personal items, such as documents, screens and family photographs, are kept out of view. If one appears in a photograph we keep, we will crop or remove it where practical.
2. If you send us photographs or videos, please do not include people (particularly children), documents or other personal items that we do not need to see in order to assess the work.

2.5 Sensitive Information

1. We do not ask you for information about your health, ethnic origin, religious beliefs or other special categories of personal information, and we do not ask for information about criminal offences.
2. If you choose to tell us something relevant to working safely at your property, such as a breathing condition or a sensitivity to fumes, we use it only to plan and carry out the works safely and we share it only with the members of our team who need it. We rely on your explicit consent to do this. You can withdraw your consent at any time, although this may limit how far we can adapt the works.

2.6 Call Recording

1. We may record and transcribe calls that we make and calls that we receive, including calls handled by our team and calls answered by our AI telephone assistant. We do this to follow up enquiries, keep an accurate record of what was said and agreed, check quality, deal with complaints and disputes, and prevent fraud.
2. We aim to tell you at the start of a call that it may be recorded, but we may record a call even where that message is not given, for example because of a technical error. Please assume that any call with us may be recorded, whether you call us or we call you.
3. We keep call recordings and transcripts as set out in Section 7. You can object to call recording (see Section 10).

3. How and Why We Use Your Information

3.1 Our Purposes and Lawful Bases

The law requires us to have a valid reason, called a lawful basis, for each way we use your personal information. The table below sets out what we use your information for and the lawful basis we rely on.

What we use it for	Information involved	Lawful basis
Responding to enquiries and preparing quotations	Contact details, enquiry and job details, photographs and videos	Contract (steps you ask us to take before a contract is made)
Booking, scheduling and carrying out the works, including access arrangements, completion records and sign off	Contact details, job details, booking records, photographs	Contract
Taking payment, issuing invoices and keeping financial records	Contact details, booking and payment records	Contract; legal obligation (accounting and tax records)
Handling guarantee, warranty and defect claims, and keeping completion records as evidence	Job records, photographs, communications	Contract; legitimate interests (establishing, exercising or defending legal claims)
Recovering unpaid amounts, including referral to debt recovery agencies, solicitors and the courts	Contact details, invoice and payment records, communications	Legitimate interests (recovering money owed to us); contract
Handling complaints and disputes	Communications, job records	Legitimate interests; contract; legal obligation where the law requires
Recording and transcribing calls (Section 2.6)	Call recordings and transcripts, contact details	Legitimate interests (keeping an accurate record, checking quality and dealing with disputes)
Using AI tools and assistants to handle enquiries and run our business (Section 4)	Enquiry and job details, photographs and videos, communications	Contract (answering your questions about your job); legitimate interests (handling enquiries efficiently and accurately)
Operating and improving our website, and measuring which advertising and marketing works	Technical information, cookie data, enquiry source	Consent (for cookies that are not essential); legitimate interests (understanding how our website performs)
Marketing our Services by email, text message or WhatsApp, and to business contacts	Contact details	Consent, or the law on existing customers where it applies; legitimate interests for business contacts (Section 3.4)
Showing photographs of our completed work in our portfolio, website and social media	Photographs of completed works	Legitimate interests (showing prospective clients our work); your express consent before anything that identifies you is published (Section 15 of the Terms)
Working safely at your property	Safety and access information you choose to give us	Explicit consent
Keeping our systems secure, preventing fraud and dealing with payment disputes and chargebacks	Technical information, payment records	Legitimate interests
Complying with the law and dealing with regulators, courts, insurers and the police	Any information relevant to the matter	Legal obligation; legitimate interests

3.2 Legitimate Interests

1. Where we rely on legitimate interests, we have considered whether those interests are outweighed by your rights and freedoms and have concluded that they are not. You can object to this use of your information at any time (see Section 10).

3.3 If You Do Not Give Us Information

1. Where we need information to prepare a quotation, take a booking or carry out the works, and you choose not to give it to us, we may not be able to provide the Services.

3.4 Marketing

1. We send marketing about our own Services by email, text message or WhatsApp only where you have asked to receive it, or where the law allows us to contact someone who has asked us for a quotation or has bought from us before about similar Services. Every message includes a simple way to opt out.
2. We may send marketing emails to business contacts at companies and other organisations where the law allows, relying on our legitimate interests. We send marketing to sole traders and ordinary partnerships only where they have agreed to receive it or the law otherwise allows. We will tell you where we obtained your details, and we will stop at your request.
3. We do not use your information to market the services of any other business, including other brands operated by Viame Group Ltd, unless you have told us you wish to hear from them.
4. You can opt out of marketing at any time by using the link or instruction in the message, or by contacting us.

4. Artificial Intelligence and Automated Tools

4.1 How We Use Artificial Intelligence

1. We use artificial intelligence (AI) tools to help us handle enquiries quickly and run our business. AI tools are software that can answer questions, write text or analyse information. They can make mistakes, which is why people remain responsible for the decisions described in Section 4.3.
2. Website chat assistant. Where it is available, an AI assistant on our website can answer questions about our Services and give indicative pricing guidance from the descriptions, photographs or videos you share. It records your name, contact details and the details of your enquiry and passes them to our team. Before showing pricing guidance we may ask you for your name, email address and telephone number.
3. Telephone assistant. Where it is available, an AI voice assistant may answer or screen calls to our business number, answer routine questions and take messages, which our team then follows up. Calls handled by the assistant may be recorded or transcribed, as described in Section 2.6.
4. Drafting and administration. We use AI tools to help draft, summarise, translate and organise emails, messages, job notes, quotations and reports. Our team reviews this material before it is sent to you or relied on.
5. Quality and oversight. We may use further AI tools to check the answers our assistants give and how enquiries are recorded in our systems, and members of our team review samples of conversations for accuracy and quality.
6. Knowledge base. We may use our own past enquiries, job messages and documents to help our assistants give accurate answers. Where we do, we aim to remove names, telephone numbers, email addresses and addresses first, and we use that material only to support our own assistants and Services.

4.2 Telling You When You Are Dealing With AI

1. We tell you when you are dealing with an AI assistant rather than a person, on our website chat and on our telephone assistant, before we ask you for personal information or you make any decision about a booking.
2. You can ask to speak to a member of our team at any time, by telephone on 0208 050 8956, by email at info@inspirespraycoat.com or by message to our business WhatsApp number. A person will take over as soon as reasonably practicable.

4.3 Decisions Made by People

1. Our AI assistants do not accept bookings, take payments, cancel bookings, refuse work or decide refunds on their own. Quotations, deposits, booking confirmations, cancellations, price variations, refunds and debt recovery decisions are made or approved by a member of our team.
2. Any price or estimate given by an AI assistant is indicative only. It is not a quotation and does not form a contract until we confirm it in writing in accordance with the Terms.
3. If we ever use automated processing to make a decision that has a legal or similarly significant effect on you, we will tell you, and you will be able to ask for a person to review the decision, give us your views and challenge the decision.

4.4 Protecting Your Information When We Use AI

1. The AI tools we use are provided by reputable providers that process information on our instructions under written terms. Where a provider offers a setting to stop information being used to train its general AI models, we choose that setting.
2. We do not use your personal information to train AI models.
3. We limit the information entered into AI tools to what is needed for the task, and we take care not to enter payment card details or passwords.
4. Please do not give payment card details, passwords or sensitive information about your health or private life in our website chat, and please do not share photographs or videos that show people.
5. Some AI providers are based outside the UK. Section 6 explains the safeguards we use.

4.5 Accuracy and Mistakes

1. AI tools can give incorrect information or misunderstand a photograph. If you believe an AI assistant has given you wrong information or has recorded your details incorrectly, please tell us and we will correct it.
2. A mistake made by an AI tool does not reduce your legal rights.

4.6 Your Rights in Relation to AI

1. You can ask us how an AI tool was involved in handling your enquiry, ask for a person to review any outcome that affects you, and object to our use of AI to process your personal information. Section 10 explains how.

5. Who We Share Your Information With

5.1 Who Receives Your Information

1. Our team. Employed staff and individuals we engage to carry out works receive the job details they need, such as your name, address, telephone number, access instructions and the scope of works. They are required to keep this information confidential and to use it only for the job.
2. Service providers that act on our instructions, such as payment providers (for example Stripe), messaging services (for example WhatsApp, provided by Meta), our customer relationship and communications system (for example Bitrix24), email, website and cloud hosting providers, providers of the AI tools described in Section 4, technology support providers, accountants and bookkeepers.
3. Advertising and analytics providers, such as Google, that measure how our website and adverts perform. Some of these act as separate controllers of the information they collect, and their own privacy notices apply.
4. Manufacturers, where a manufacturer’s guarantee applies (Section 12.3 of the Terms) and we need to register the guarantee or support a claim.
5. Our professional advisers and insurers, such as solicitors, accountants, insurance brokers and insurers.
6. Debt recovery agencies, solicitors and courts, where an account is unpaid (Section 10 of the Terms).
7. Regulators, the police and other authorities, where the law requires or allows us to share information, and anyone to whom we transfer our business, who must keep your information secure and use it as described in this policy.

5.2 We Do Not Sell Your Information

1. We do not sell or rent your personal information to anyone.
2. We share only the information needed for the purpose, and we require service providers to keep it secure and to use it only as we instruct, other than where they are separate controllers as described in Section 5.1(iii).

6. Transfers Outside the UK

6.1 Safeguards

1. Some of our providers, including payment, messaging, advertising and AI providers, store or process information outside the UK, including in the United States and the European Economic Area.
2. Where your personal information is transferred outside the UK, we make sure that it is protected by an appropriate safeguard. This may be UK adequacy regulations (including the UK extension to the Data Privacy Framework for certified United States organisations), the International Data Transfer Agreement or the International Data Transfer Addendum issued by the Information Commissioner’s Office (ICO), or another safeguard permitted by law. You can ask us for more information about the safeguards for a particular provider.

7. How Long We Keep Your Information

7.1 Retention Periods

We keep personal information only for as long as we need it for the purposes in this policy. Our usual periods are:

Type of information	How long we keep it
Enquiries and website chat records that do not lead to a booking	12 months from our last contact with you
Call recordings and transcripts	12 months from the call, unless needed for a complaint, dispute or claim, in which case we keep them with that record
Quotations, bookings, job records, invoices and payment records	6 years from the end of the financial year to which they relate
Completion records, photographs, warranty and guarantee documents and related communications	For the length of the longest warranty or guarantee that applies to your job (up to 10 years from completion), plus 1 year
Complaints and disputes, including recovery of unpaid amounts	6 years from the date the matter is closed
Website analytics and advertising data	For the periods shown in our cookie information, and no longer than 26 months
Marketing preferences	Until you opt out, after which we keep a record that you have opted out so that we do not contact you again
Portfolio and marketing photographs	While we use them. We stop using them if you object (see Section 10)

7.2 After the Retention Period

1. When a retention period ends we delete or anonymise the information, unless we need to keep it for longer to deal with a claim or dispute, or to comply with the law.
2. Providers of AI tools keep information only for the period needed to provide the service, or as their agreements allow. We choose settings that limit this wherever they are available.

8. Cookies and Similar Technologies

8.1 What They Are

1. Cookies are small files that a website places on your device. We also use similar technologies, such as tags and tracking pixels, which we refer to together as cookies in this policy.

8.2 The Types We Use

1. Essential cookies. These are needed for our website to work and to keep it secure. They do not need your consent.
2. Analytics cookies. These help us count visitors and understand how our website is used. Where the law allows us to use them without your consent, we tell you about them and give you a simple way to refuse them. Otherwise we ask for your consent first.
3. Advertising and measurement cookies. These are used by providers such as Google to measure which adverts lead to enquiries and bookings. We set these only if you agree.
4. You can change your choices at any time using the cookie settings on our website or in your browser. Blocking some cookies may affect how the website works.

8.3 Enquiry Source Tracking

1. We record how you reached us (for example through a search result, an advert or social media) and whether your enquiry became a booking. Where you have agreed to advertising cookies, we may send the outcome to Google, in a form that does not directly identify you, such as a click identifier or encoded details, so that we can measure and improve our advertising.

9. Keeping Your Information Secure

9.1 Our Security Measures

1. We use appropriate technical and organisational measures to protect your personal information, including password protection, controlled access so that only people who need information can see it, encryption of information when it is sent over the internet, and checks on the providers we use.
2. No system is completely secure. Please take care to keep your own devices and accounts secure, and tell us promptly if you think your information has been compromised.

9.2 If Something Goes Wrong

1. If a personal data breach is likely to put your rights and freedoms at risk, we will report it to the ICO within 72 hours of becoming aware of it. Where the risk to you is high, we will also tell you without undue delay.

10. Your Rights

10.1 Your Data Protection Rights

1. Access. You can ask us for a copy of the personal information we hold about you and for details of how we use it.
2. Correction. You can ask us to correct information that is inaccurate or incomplete.
3. Deletion. You can ask us to delete your information where we no longer need it, where you withdraw consent, where you object and we have no overriding reason to continue, or where we have used it unlawfully. We may need to keep some information to meet legal obligations or to deal with claims.
4. Restriction. You can ask us to pause our use of your information while we deal with a concern about its accuracy or about our use of it.
5. Portability. You can ask for the information you gave us, where we use it on the basis of contract or consent and by automated means, in a structured and commonly used electronic format.
6. Objection. You can object to our use of your information where we rely on legitimate interests, and you can object at any time to marketing.
7. Withdrawing consent. Where we rely on your consent, you can withdraw it at any time. This does not affect our use of your information before you withdrew it.
8. Automated decisions. You have rights in relation to decisions based only on automated processing, including the right to ask for a person to review the decision, to give us your views and to challenge the decision (see Section 4.3).

10.2 How to Make a Request

1. You can make a request by email at info@inspirespraycoat.com, by telephone on 0208 050 8956, or by post to Viame Group Ltd, 128 City Road, London EC1V 2NX. Please mark it “Privacy request” so that it reaches the right person.
2. We may ask for information to confirm your identity and to help us find what you are asking about. This protects your information from being given to the wrong person.
3. We do not normally charge a fee. We will respond within 1 month. The 1 month starts once we have the information we need to confirm your identity and understand your request. We may extend this by up to 2 further months where your request is complex or you have made several requests, and we will tell you if we do.
4. We may charge a reasonable fee or refuse a request that is clearly unfounded or excessive, and we will explain why. In some cases the law allows us to withhold information, for example where it would reveal information about another person or is covered by legal privilege. We will tell you if this applies.
5. If someone makes a request for you, we will need your written authority.

11. Complaints

11.1 Complaining to Us

1. If you are unhappy with how we have handled your personal information, please tell us. You can complain by email at info@inspirespraycoat.com, by telephone on 0208 050 8956, by post to our registered address, or using the enquiry form on our website. Our general complaints process in Section 17 of the Terms also applies.
2. We will acknowledge your complaint within 3 business days, look into it without undue delay, keep you informed of progress, and aim to give you our response within 1 month. If it will take longer, we will tell you why.
3. We will tell you the outcome in plain language and, if you remain unhappy, how to take the matter further.

11.2 Complaining to the Information Commissioner’s Office

1. You also have the right to complain to the ICO, the UK regulator for data protection: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Telephone 0303 123 1113. Website ico.org.uk/make-a-complaint.
2. The ICO normally expects you to have raised your concern with us first, and we would welcome the chance to put things right. You may also seek advice from Citizens Advice, take legal advice or ask the courts for a remedy.

12. Changes to This Policy

12.1 Updates

1. We may update this policy from time to time, for example when the law changes or when we change the tools or providers we use. The current version is available on our website and on request. The date at the end shows when it was last updated.
2. Where we make a significant change to how we use your personal information, we will take reasonable steps to tell you, for example by a notice on our website.

13. Contact Us

13.1 How to Reach Us

1. For any question about this policy or your personal information, please contact Viame Group Ltd, trading as Inspire Spray Coat, at 128 City Road, London EC1V 2NX, by email at info@inspirespraycoat.com or by telephone on 0208 050 8956.

This Privacy Policy was last updated: October 2026