Privacy Policy

This Privacy Policy explains how Sunnier collects, uses, shares and protects personal information across enquiries, orders, delivery, installation coordination, warranty support and website use.

Please read it alongside our website Terms & Conditions and any cookie information shown on the site.

Privacy at a glance

We use personal information to answer enquiries, supply products, coordinate delivery and installation, provide support, protect our business and improve the customer experience. We only use information where we have a valid legal reason, and we aim to keep our practices proportionate and transparent.

• Orders and support — we use contact, order and site information to provide quotations, process purchases, arrange delivery and support warranty claims.
• Installation coordination — where installation is requested, relevant information is shared with the appointed installation partner so the service can be assessed, scheduled and delivered.
• Payments — payment providers process card and transaction information. Sunnier does not ordinarily receive or retain complete card details.
• Marketing choices — we send electronic marketing only where permitted. Every message includes a straightforward way to opt out.
• Cookies and analytics — non-essential cookies and similar technologies are used only in accordance with the choices made through our cookie controls.
• Your rights — you may ask for access, correction, deletion, restriction, portability or objection, depending on the circumstances.

Who we are

This Privacy Policy is issued by Kiitch Ltd, trading as Sunnier. We are the controller of the personal information described in this policy unless we explain otherwise.

Kiitch Ltd (company number 16166684)
Trading address: B2, Sneyd Industrial Est, Stoke-On-Trent, England, ST6 2EB

References to “Sunnier”, “we”, “us” or “our” mean Kiitch Ltd, trading as Sunnier. For privacy questions, please contact us.

Scope of this policy

This policy applies when you visit our website, request information or a quotation, purchase a product, create an account, request installation, register a warranty, contact customer support, submit a claim or otherwise interact with Sunnier.

It also applies to information supplied by another person on your behalf — for example where a joint homeowner, family member, contractor or installer provides details connected with your order.

Our website may link to websites operated by other organisations. Their privacy practices are governed by their own notices.

The information we collect

Information you provide directly

• Identity and contact details, including name, address, email address and telephone number
• Delivery, installation and billing addresses
• Quotation, order and product configuration details
• Site measurements, plans, photographs, videos and access information
• Communications, complaints, reviews and customer-service records
• Warranty registrations, claim details and maintenance information
• Marketing preferences and consent records
• Account login details where customer accounts are offered
• Finance application references or status information supplied by a finance provider
• Any other information you choose to provide

Information collected automatically

• IP address, device type, browser and operating system
• Pages viewed, links selected and interactions with the website
• Referral source, approximate location and session information
• Cookie identifiers and advertising or analytics identifiers, where permitted
• Security logs used to protect the website and prevent misuse

Information received from others

We may receive relevant information from installation partners, delivery providers, payment providers, finance providers, manufacturers, authorised retailers, advertising platforms and people acting on your behalf.

How we use personal information

We use personal information only where we have a lawful basis and the use is compatible with the purpose for which the information was collected. Typical uses include:

• Enquiries and quotations — contact, project, site and communication details
• Orders and delivery — identity, contact, address, product and payment status
• Installation coordination — contact, site, order, access and scheduling information
• Warranty and support — order, product, claim, images, maintenance and communications
• Payments and fraud checks — transaction, billing, device and fraud indicators
• Marketing — contact details, preferences and engagement
• Analytics and advertising — cookie and device information, where permitted
• Safety notices and recalls — contact, order and product identifiers
• Legal and regulatory matters — relevant order, communication and claim records

Lawful bases

Depending on the activity, we rely on one or more of the following lawful bases:

• Contract — where processing is necessary to provide a quotation, take steps requested before purchase, fulfil an order or provide contractual support.
• Legal obligation — where we must keep records, respond to lawful requests, meet tax duties, handle product safety matters or comply with consumer and regulatory requirements.
• Legitimate interests — where necessary for proportionate business purposes such as fraud prevention, service improvement, complaints management, network security and carefully controlled marketing. We balance these interests against your rights.
• Consent — where you have made a clear choice, for example for certain marketing, non-essential cookies or optional publication of photographs. Consent can be withdrawn at any time.

Orders, quotations and customer support

We use identity, contact, product, delivery and communication information to prepare quotations, confirm specifications, process orders, take payment, provide order updates, deliver products and respond to questions.

Calls, emails, messages and support tickets may be retained so that we can maintain an accurate record of instructions, decisions and agreed outcomes.

Where a conversation contains information about another person, you should ensure you are entitled to provide it.

Installation coordination

Where you request professional installation, we share the information reasonably needed for an installation partner to assess, arrange and carry out the installation. This may include your name, contact details, installation address, product details, site photographs, access information, delivery timing and relevant communications.

The installation partner may act as an independent controller for information it uses to provide its service, manage its workforce, invoice, maintain insurance records and handle workmanship matters. Its own privacy notice will explain those activities.

We may receive installation updates, completion records, photographs and complaint information from the installation partner where this is necessary to coordinate the customer journey, administer the product warranty or resolve an issue.

We do not provide an installation partner with unrelated customer information. Checkout and installation documents should identify the appointed installer and link to its privacy notice before the installation contract is formed.

Site photography, video and technical records

Site images may be collected before, during or after delivery, installation, inspection or remedial work. They help confirm access, dimensions, existing conditions, completed work and the cause of a reported issue.

Images may incidentally include parts of a home, garden, neighbouring property, vehicles or individuals. Staff and partners should avoid capturing more information than reasonably necessary.

We will not use identifiable site photographs for advertising, social media or promotional case studies without an appropriate separate permission or another valid legal basis. Technical records may be anonymised for training and quality improvement.

Delivery, manufacturers and service providers

We disclose relevant information to organisations that help us operate, including freight and delivery companies, warehouses, manufacturers, component suppliers, IT and hosting providers, communication platforms, professional advisers and customer-support systems.

These recipients receive only the information reasonably needed for their role. Service providers acting as processors must handle information under contract and in accordance with our instructions.

Manufacturers may receive product, serial-number, fault and installation information to diagnose technical issues, provide replacement parts, administer supplier warranties or support product safety activities.

Payments and finance

Payments are processed through secure payment providers. Sunnier does not ordinarily store complete payment-card numbers or security codes. We may receive transaction references, payment status, card type, limited card digits, billing details, fraud indicators and refund information.

Where finance is offered, the finance provider acts under its own privacy notice and may conduct identity, affordability, fraud and credit checks. Sunnier may receive the application outcome and information necessary to connect the finance arrangement to an order.

Marketing and customer communications

We may send service communications necessary for an enquiry, order, delivery, installation, warranty, safety notice or account. These are not optional marketing messages.

For email, text and similar electronic marketing, we follow applicable data-protection and electronic-communications rules. We may rely on consent or, where the legal conditions are met, the existing-customer “soft opt-in”.

You can opt out at any time by using the unsubscribe link, adjusting account preferences or contacting us. Opting out of marketing will not stop essential service messages.

We may use limited profiling to tailor the products or content shown to you, but we will not make a solely automated decision producing legal or similarly significant effects unless we have explained the process and a valid legal basis.

Cookies, analytics and advertising

Our website may use cookies, pixels, tags, local storage and similar technologies. Some are essential for security, basket functions and checkout. Others support analytics, personalisation or advertising.

Non-essential technologies are used in accordance with the choices made through our cookie controls. You can change those choices at any time through the cookie settings on the website.

Fraud prevention, security and legal claims

We use information to authenticate transactions, protect accounts, investigate suspicious activity, prevent fraud, secure our systems and establish, exercise or defend legal claims.

This may involve sharing proportionate information with payment providers, banks, insurers, professional advisers, law-enforcement bodies, courts, regulators or fraud-prevention services where lawful and necessary.

Product safety and recalls

We may use order, product, serial-number and contact information to issue safety notices, organise inspections, provide updated instructions or carry out a recall. This processing may be necessary to comply with legal obligations and protect customers and the public.

Safety communications may be sent even where you have opted out of marketing.

How long we retain information

We keep personal information only for as long as reasonably necessary for the relevant purpose, including legal, accounting, warranty, safety and claims requirements. Indicative periods include:

• Enquiries not resulting in an order — normally up to 24 months after the last meaningful interaction
• Order, invoice and transaction records — normally 6 years after the end of the relevant accounting period or contract
• Warranty and product records — for the warranty period plus a reasonable claims and safety period
• Installation and completion records — normally 6 years after completion, longer where required for an active claim
• Marketing preferences and suppression records — while marketing continues, with a minimal suppression record retained to respect opt-outs
• Website analytics — according to the configured retention period stated in our cookie information
• Complaints and legal claims — for the duration of the matter and applicable limitation or legal-hold period
• Site photographs — only for as long as needed for delivery, installation, quality, warranty or dispute purposes

Retention periods may be extended where a complaint, claim, investigation, legal hold or safety issue is active. Information that no longer needs to identify an individual may be anonymised and retained for analysis.

International transfers

Some technology, payment, support, advertising or cloud providers may process information outside the United Kingdom. Where this creates a restricted transfer, we use a lawful transfer mechanism such as UK adequacy regulations, approved contractual safeguards or a permitted exception.

Where required, we assess whether the transfer arrangements provide an appropriate level of protection and implement supplementary measures. You may contact us for further information about the safeguards relevant to your information, subject to reasonable protection of confidential commercial details.

Information security

We use organisational and technical controls designed to protect personal information against loss, misuse, unauthorised access, alteration and disclosure. Measures may include access controls, staff training, secure hosting, encryption in transit, monitoring, backups and supplier due diligence.

No online system is completely risk-free. Customers should use strong passwords, protect access to their email accounts and tell us promptly if they suspect an account or communication has been compromised.

Where a personal-data breach creates a legal notification duty, we will notify the ICO and affected individuals within the applicable timeframes.

Your data-protection rights

Depending on the circumstances, you may have the right to:

• Request access to your personal information
• Ask us to correct inaccurate or incomplete information
• Request deletion where there is no continuing lawful reason to retain the information
• Ask us to restrict processing in specified circumstances
• Object to processing based on legitimate interests or to direct marketing
• Receive certain information in a portable format
• Withdraw consent without affecting earlier lawful processing
• Ask for human involvement where a qualifying solely automated decision is made
• Complain to the Information Commissioner’s Office

Rights are not absolute. We may need to retain information or decline a request where the law permits, but we will explain our decision.

To protect your information, we may ask for evidence of identity and clarification of the request. We ordinarily respond within one month, subject to lawful extensions for complex or multiple requests.

Children and vulnerable customers

Our products and website are intended for adults. We do not knowingly invite children to create accounts, purchase products or provide information directly.

Where we become aware that information has been provided by a child without appropriate authority, we will take proportionate steps to address it.

We aim to communicate accessibly with customers who need additional support. Any health or vulnerability information should be limited to what is necessary to provide that support and handled with additional care.

Business changes and disclosures required by law

If Sunnier is reorganised, sold, financed or transfers part of its business, relevant personal information may be disclosed to professional advisers, funders, prospective buyers or successor organisations under appropriate confidentiality and data-protection safeguards.

We may also disclose information where required by law, court order, regulator or lawful governmental request, or where reasonably necessary to protect rights, safety or property.

Complaints and the ICO

Please contact us first if you have a concern about how we use personal information. We will investigate and aim to resolve the matter fairly.

You also have the right to complain to the Information Commissioner’s Office. Current contact details and complaint routes are available on the ICO website at ico.org.uk.

Changes to this policy

We may update this policy to reflect changes in law, technology, suppliers or our services. Material changes will be highlighted appropriately.

The policy in force at the time of a particular interaction governs the transparency information supplied for that interaction, while later processing must remain lawful and fair.

Contact us

For privacy questions or rights requests, please contact the Sunnier team.

Kiitch Ltd, trading as Sunnier
Company number 16166684
Trading address: B2, Sneyd Industrial Est, Stoke-On-Trent, England, ST6 2EB