Carbon Hospitality Customer Privacy & Cookie Policy (Jan-2026)

Here at Carbon Hospitality, we really value trust and transparency, choosing to shop with us means personal information are handled with care and confidentiality.

This Privacy and Cookie Policy explains how we will use your data, your rights and how to exercise them.

This Privacy and Cookie Policy applies if you use any of our products and/or services when using Carbon Hospitality website (carbon-hospitality.com) or contacting us by phone or email. In the same way also applies if you contact us or we contact you about our services, whether by telephone, email, SMS, post, push notification, or via third party digital platforms (including websites or social media platforms).

Who we are and what information we collect

This section details what types of personal information we collect and who we are. Carbon Hospitality is a company, so when in this Privacy and Cookie Policy we say "Carbon Hospitality", "us", "our" or "we", we are referring generally to Carbon Hospitality (carbon-hospitality.com).

We directly collect information from you, for instance when you visit and browse our website, register for our services, make purchases using our services and/or when you communicate with us. Please note that this Privacy and Cookie Policy does not cover any third-party websites, apps or services you use or access from our website or services.

Definitions

In this Privacy and Cookie Policy we use certain capitalised terms to help clarify what we mean. These capitalised terms are as follows:

"Customer" means someone who has registered or shopped on the Carbon Hospitality website (carbon-hospitality.com);

"Marketing" means any advertising or marketing material like events, offers, campaigns promotions, etc.

"Web Advertising" means digital Marketing that is intentionally sent or displayed to you on third-party online platforms or websites. This does not include Marketing that we not intentionally send specifically to you.

Carbon Hospitality (carbon-hospitality.com)

When you shop at carbon-hospitality.com, you submit your personal information to Carbon Hospitality, a limited liability company registered in England (company number TBC) the registered office address of which is at:

7 Bell Yard,

London

WC2A 2JR

We have appointed a data protection officer (DPO) for Carbon Hospitality. If you would like to contact the data controller, or you have any questions about this document, please contact the DPO using this details:

Email: [email protected].

We will treat all information you submit to us as prescribed by the terms of this Privacy and Cookie Policy and in rigid compliance with UK and EU data protection legislation. We really care about your privacy and do our best to keep your personal information in safety and guarded.

Third-party apps, websites, and services

Please note that this Privacy and Cookie Policy does not cover any third-party websites, apps or services you use or access from our websites, apps, or services like Facebook, Google, Twitter, etc.

When you use any third-party apps, websites, or services to access our services, the use of that is subject to the relevant third party's terms and conditions, cookie policy, and privacy policy. For instance, when you interact with us on social media, your interactions are subject to the terms and conditions and privacy policies of the relevant social media platform.

What we collect

Information we collect from you

We directly collect information from you, for instance when you visit and browse our website, register for our services, make purchases using our services and/or when you communicate with us. Please note that this Privacy and Cookie Policy does not cover any third-party websites, apps or services you use or access from our website or services.

This information is collected in connection with the following:

- Customer registration - When you register with us, we ask for your title, name, email address, postcode, and account login details (username and password). We store this information to give you a better usability of the website, so you don't need to enter your details each time.

- Processing orders - When you place an order, we hold information about your order to help us effectively manage resources to fulfil your order. We'll also ask you for payment details in order to process your payment. We never store your payment details in full.

- Collecting feedbacks - When we contact you in any way included via other platforms in order to collect your feedback on our products and services.

- Purchases - We keep records of your purchases with us and how you navigate and interact with our website. This helps us offering better experiences, products and services.

- New services we might introduce in future and you decide to register and/or use it.

- Communicating with us - We keep records of any communications you receive from us and how you interact with it (like when you open an email).

- Telephone calls made to and from us might be recorded for quality, training and monitoring purposes.

Interaction with our services

When you navigate on the Carbon Hospitality website (carbon-hospitality.com), or when you interact with our adverts and content on third-party websites and social media platforms, we use cookies, other tracking technologies, and third party services so that we can improve your online experience. We might do this keeping records on the way you behave on our website.

We do not intentionally collect or store sensitive information about you

We do not intentionally collect personal information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data (where used for ID purposes), health, sex life or sexual orientation. You can choose to provide this information to us, for instance when communicating with a Us, this information will be recorded automatically as part of your communications with us on the basis of your consent, for more info please see “Communicating with us” (above in this document).

Information we receive from third parties

We receive information that may relate to you from third parties such as:

Information providers that specialise in consumer profiling.

In this way we can fulfil your orders, understand and improve your shopping experience, products and services.

Our use of your personal information

We only use your personal information when it is necessary for us to perform a contract with you (or to take steps at your request beforehand), for our legitimate interests, where you have provided your consent or to fulfil our legal obligations. Each of these is known as a "legal basis" for processing your personal information.

Please see below our use of your personal information:

Performance of a contract

- We use performance of a contract to:

- Deliver our products and services, including dealing with orders and accounts for the supply of our goods, products, and services, and to help you shop with us.

- Enable third parties to carry out technical, logistical, or other functions on our behalf.

- Respond to and resolve complaints, investigate and report frauds.

Legitimate interests

We use legitimate interests:

- To personalise and improve your experience of our goods and services.

- To remember your choices and preferences to keep our websites running smoothly.

- To tailor your experience on our website around your preferences, like creating favourites products lists, reminders and recommendations. Ordering the products in personalised way based on your interest.

- To ask for your feedback on our products, website, and other services.

- To develop new products and services.

- To analyse the shopping habits, trends and patterns so we can improve our products, website, and other services.

- From time to time we might also test new products and services with some users before to fully extended it to all our customers.

- We use personal information, combined where possible, to better manage our business activity.

- To communicate you products and services when we think you will be interested.

- If you register for an account on Carbon Hospitality website (carbon-hospitality.com), we use the contact details that you provide on registration to send you Marketing by email, SMS (if you give us a phone number) and push notifications unless you opt-out.

Marketing

When you visit the Carbon Hospitality website (carbon-hospitality.com) we deliver you Marketing about our own products and services that is bespoke to your interests, shopping history and preferences based on your recent activity.

If you are a Customer, we send you targeted Marketing about our products and services on third-party online platforms and/or websites, including Ads on social media platforms, Google or via post. includes ads we intentionally send or display to you, such as targeted ads on Facebook or Google.

Where you are not a Customer we send this Marketing to you based on your consent.

We study how Customers interact with our Marketing and our products and services.

We share some personal information with advertising and business partners, media owners in order to find new customers and avoid to Marketing twice the same customer.

To protect our legal rights and business interests.

We use personal information to protect the rights, property and safety of Carbon Hospitality, our Customers and employees, and third parties.

We may use your personal information where we are defending against frauds, actual or potential legal claims or exercising our legal rights.

Consent

We use consent as follows:

- If you are a Customer, we might send you Marketing from partners of Carbon Hospitality (carbon-hospitality.com) whose products and services we think will be interesting for you.

- If you're not a Customer, we send you Marketing on third-party online platforms or websites if we think that you are likely to be interested. This includes ads we intentionally send or display to you. These third parties obtain your consent to target our advertisements to you on our behalf. It does not include Marketing we have not intentionally send to you specifically. If you would like to opt-out of such targeted Marketing please change your marketing preferences settings on that third party platform. Please note, if you are a Customer, we serve you this Marketing based on our legitimate interests, see above in this document.

- To use User Generated Content. By 'User Generated Content' we mean content created by you, and shared publicly and which might shows our brand and/or products.

Legal obligations

We use compliance with our legal obligations:

- To allow us to comply with any requirements imposed on us by law or court order, including disclosure to law or tax enforcement agencies or authorities or pursuant to legal proceedings, including the issuing of product recalls.

- To maintain records to meet legal, audit, regulatory and tax requirements. To investigate fraudulent activities that may occur on a Customer's account.

- To help us defend legal claims or to exercise legal rights.

- To contact affected Customers in connection with product recalls or other similar product quality issues.

When we share your personal information

In some cases it's necessary for us to share your personal information, for instance when fulfilling your order. Whenever we do this, we also do our best to keep it safe.

The third parties with whom we may share some of your information are:

- Third-party service providers. We employ other companies or individuals and may work in partnership with certain third parties to perform any of the functions listed above on our behalf. We only share essential information they require to carry their work. Most commonly, these third-party service providers are: market researchers, marketing experts, payment card processors, marketing distributors, shipping and deliveries service, websites experts, customers satisfaction experts, Research companies.

- Sometimes we send Marketing and promotional communications in partnership with some of our partners, only if you have agreed to receive these communications. If you wish to withdraw your consent from receiving these communications you can do so whenever you like by logging in to your online account.

- Public agencies and Fraud prevention bodies. We release account and other personal information when we believe release is appropriate to comply with the law, to enforce our Terms and Conditions and other agreements for Carbon Hospitality, or to protect the rights, property, or safety of Carbon Hospitality, our employees or Customers, our business partners, or others. In these instances, we provide them with only the information they need to perform their function. In case we have good reason to suspect fraud or any other criminal offence, we are legally obliged to share your data (such as your name, household information, details of failed payments and your orders placed with us) with crime prevention agencies and certain third parties for the purpose of detecting and preventing crime. Such third parties may include business partners, law enforcement bodies, providers of fraud prevention and detection services, and recipients of fraud prevention and detection services. If we think there is a risk of fraud, we may suspend activity on your account, refuse access to your account, and/or cancel an order.

Change of ownership

In the event of the change of ownership of the website carbon-hospitality.com, your data will be passed to the future owner with the same rules and restrictions as within this "privacy and cookie policy" unless changed by the future owner.

Security, retention and transfer of data

Our security measures

We do our best to ensure the protection of your personal information, anyway we cannot guarantee the security of all personal information that you transfer over the internet to us in every circumstance, for example, if we suffer a sophisticated cyber-attack.

As security procedure sometimes we request proof of identity before we disclose personal information to you, including in relation to a request by you for the data we hold on you (a subject access request).

Keeping your payment details secure

We are committed to ensuring the protection and compliance with the Payment Card Industry's Data Security Standard (PCI-DSS) of your payment card details. Payments made via our site are processed and managed by professional payment card companies which are not part of Carbon Hospitality. We only store and display the first six and last four digits of your payment card number, the card type and the card expiry date. The full payment card number is never stored on any of our systems and is only stored and processed by a payment card processing company approved by us.

Protecting your password

We will never ask for your password. Never disclose your password to anyone.

Personal security and identity fraud

We will never ask you to provide any personal information via email. If you receive an email requesting personal details or passwords please treat it as suspicious and do not enter any personal information, even if the page appears legitimate. If you suspect that your account details are under such fraudulent actions, please let us know.

Retaining your personal information

In general, we keep your personal information for no longer than necessary in order to fulfil the purposes described above. We might still use your data in an anonymised form for research and other business purposes.

Specific retention periods

We keep your personal information for as long as you are a Customer of Carbon Hospitality and for a seven years afterwards if you stop doing so.

Sending information outside the European Economic Area

Carbon Hospitality is based in the UK and the personal information that we collect from you is mainly processed, stored, and used within the UK and other countries in the European Economic Area (EEA). Occasionally, we also work with service providers from other countries. This means that the data we collect sometimes needs to be transferred, stored, and used by companies operating outside the EEA who work for us or one of our service providers.

You rights and choices

Please note that certain rights may be limited in some circumstances. For further information about your rights, please visit ICO's website.

https://ico.org.uk

Requesting access to your personal information

You have the right to access a copy of the personal information we hold about you. You have the right to request that this information is provided in a machine readable format in the event that you wish it to be transferred to you.

What if you want to withdraw your consent to use personal information?

You can ask us to delete, remove, or stop using your personal information if there is no need for us to keep it. You can also ask us to restrict the use of your personal information in certain circumstances. These rights are known as the 'right to erasure' and the 'right to restrict processing' under data protection law. We'll keep a note of your name if you ask for your personal information to be erased. You'll also need to use a different email address if you decide to register again as a Customer with us, you will no longer be able to use your previous email address.

There may be reasons why the above rights may be limited in some circumstances. For instance, we can refuse to provide information if fulfilling your request would reveal personal information about another person, or if you ask us to delete information which we are required to retain by law, have compelling legitimate interests to keep, or need to access in order to fulfil our legal obligations. In such situations, we would only use your information for these purposes and not use or share your information in other ways. We will always protect your privacy and retain any personal information in accordance with the “Security, retention and transfer of data” section of this Privacy and Cookie Policy.

You may be unable to continue using our services if you require us to stop using your personal information, since this information is necessary for us to accurately fulfil and provide our services.

How to withdraw your consent

You can withdraw consent anytime where we have asked for it, but this will not affect any processing that has already taken place. If you would like to see what consent preferences we have for you, you can do this by logging in to your online account on Carbon Hospitality website (carbon-hospitality.com).

Unsubscribing from our Marketing communications

You can ask us to stop sending you Marketing communications by: contacting us if you wish to opt out of any postal or other form of material Marketing; unsubscribing by using the “Unsubscribe” button in the email you received from us.

Where you decide to unsubscribe from Marketing communications it could take up to 5 working days to process the update through our systems. Whatever you choose, you will still receive non-Marketing related messages and other important service information. You can always unsubscribe from these emails by clicking on the unsubscribe link in each email.

Amending your personal information

If the information we hold on you is incorrect or incomplete, then let us know what needs updating and we will correct it. Email us at [email protected].

Closing your account

If you wish to close your account please contact [email protected].

Cookies and similar technologies

When you use Carbon Hospitality website (carbon-hospitality.com) we use our own and third-party cookies and similar technologies (such as pixels and tracking URLs) to identify your device. This help us to customise and make better your shopping experience. All these technologies are together called in this Privacy and Cookie Policy as 'cookies'.

How we use cookies

Here below the types of cookies we use on our website, and the purposes for which they are used. We have differentiate cookies in two major types, "essential cookies" and "non-essential cookies". We process essential cookies based on our legitimate interests and non-essential cookies based on your consent.

Essential cookies

These cookies are essential in order to allow you to navigate our website and use it. Without these cookies, no services on our website you wish to access can be provided.

Non-essential cookies

- Analytical/performance cookies - These cookies collect information on how a visitor use our website.

Third-party web analytics software like Google Analytics.

- Functionality cookies - These cookies allow our website to remember choices you make like username, language, etc.

- Targeting cookies - These cookies are help us to send adverts more relevant to you and avoid you get ads you are not interested in. We use Google Analytics Data Collection for Advertising Features, including Re-marketing and Advertising Reporting Features.

- Social media links – These are not under our control, please refer to the relevant platform and their policies.

Managing cookies

If, after being shown our cookie banner, you choose to use our websites without disabling cookies, then you agree to our use of cookies and other similar technologies for the purposes explained above.

If you do not want to allow cookies partially or at all, please adjust your browser settings. Please note, by disabling them for future use, you may not be able to access some areas or tools of our website. In some cases this can disable your ability to shop at all on our website.

Updates and Contact Us

Updates and changes

We regularly review the terms of this Privacy and Cookie Policy to make it actual and pertinent, please visit again this document from time to time.

Contact us

We have appointed a data protection officer (DPO) for Carbon Hospitality. If you would like to contact the data controller, or you have any questions about this document, please contact the DPO using this details:

Email: [email protected]

How to complain

Please contact us at [email protected] and If after contacting us you are still not happy in the way we have explained this matter, you can complain to the Information Commissioner's Office. Please go to https://ico.org.uk/concerns/ to find out more or write to:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF