Privacy Information

Direct Online Services Ltd is the data controller in respect of all personal data collected through this website. Direct Online Services Ltd trades as Worktop Express.

We are committed to ensuring the privacy of our customers and other visitors to our website. In this policy, we explain how we hold, process and retain your personal data.

This privacy policy was last updated May 2026.

1. Who we are

This website is operated by Direct Online Services Ltd (“we”, “us”, “our”), trading as Worktop Express.

We are the data controller responsible for your personal data.

Company details:

• Registered in England and Wales under registration number 06642691.
• Registered office: Brearley Court, Baird Road, Waterwells Business Park, Quedgeley, Gloucester, GL2 2AF.

Privacy contact:

Email: [email protected]

We have not appointed a formal Data Protection Officer. However, our internal privacy team is responsible for overseeing data protection compliance and can be contacted using the details above.

2. What personal data we collect

We may collect and process the following types of personal data:

a) Contact details

• Name
• Address
• Email address
• Telephone number

b) Order and transaction data

• Order details
• Payment information, processed securely via third-party providers
• Delivery information

c) Account data

• Login details
• Preferences
• Purchase history

d) Website usage data

• IP address
• Device and browser type
• Pages visited and interactions
• Referral source

e) Communications

• Emails, calls, or messages you send to us
• Call recordings, as set out in section 4

f) Data received from third parties

We may receive limited information about you from trusted third parties such as:

• Payment providers, to confirm transactions
• Delivery partners, to fulfil and track orders

g) Review and feedback data

After you place an order, we may use your name, email address and details of the product or service you purchased to invite you to leave a review or provide feedback about your experience.

If you choose to leave a review, the content of your review and any related correspondence may be processed by our review platform provider.

3. How we use your personal data

We use your data for the following purposes:

Where we rely on legitimate interests, including when requesting customer feedback, we ensure our processing is proportionate and does not override your rights and freedoms.

4. Call recording

We may record telephone calls for training, quality assurance, and fraud prevention purposes.

Our lawful basis for this is legitimate interests, specifically to:

• Improve customer service quality
• Train our staff
• Protect against fraud or disputes

You will be informed at the start of the call, and you may request that your call is not recorded.

5. Marketing communications

If you opt in, we may send you:

• Product updates
• Promotions
• Company news

You can unsubscribe at any time using the link in our emails or by contacting us.

We do not send marketing communications without your consent.

Service emails, including order updates and review invitations relating to a purchase, are not treated as marketing communications.

6. Cookies and tracking technologies

We use cookies and similar technologies to:

• Ensure the website functions correctly, using strictly necessary cookies
• Analyse performance and usage
• Personalise your experience
• Support marketing and advertising

Strictly necessary cookies are always active.

All other cookies are only used with your consent, which you can manage at any time through our cookie preference centre.

For full details, please see our Cookie Policy.

7. Sharing your personal data

We do not sell your personal data.

We may share your data with trusted third parties where necessary to operate our business, including:

• Delivery and logistics partners
• Payment providers, for example PayPal and card processors
• IT and hosting providers
• Email and communication platforms
• Analytics and marketing platforms
• Review platforms, including Feefo, where we invite you to provide feedback about your order
• Group companies within our organisation

Where we use Feefo to request customer feedback, we may share your name, email address and details of the product or service you purchased, as obtained during the order process. Feefo uses this information to send you an email on our behalf inviting you to provide feedback on your purchase. Our legal basis for this processing is our legitimate interest in requesting feedback to improve our products and services.

If you choose to submit a review, Feefo may process the review and related correspondence as a data controller. Please refer to Feefo's privacy policy for more information about how Feefo uses reviews you submit.

All third parties are required to:

• Only process your data on our instructions
• Keep your data secure
• Not use your data for their own marketing

8. International data transfers

Some of our service providers may process personal data outside the UK, including in the EEA or the United States.

Where this occurs, we ensure appropriate safeguards are in place, such as:

• UK-approved Standard Contractual Clauses (SCCs)
• Transfers to countries with adequacy decisions

These safeguards ensure your data remains protected to UK GDPR standards.

9. How long we keep your data

We only retain your personal data for as long as necessary:

• Order and transaction data: 6 years, for legal and accounting requirements
• Account and contact data: up to 2 years after last interaction
• Marketing data: until you withdraw consent
• Website data: retained in line with analytics settings

We may retain data longer where required to comply with legal obligations.

10. Your rights

Under UK data protection law, you have the right to:

• Access your personal data
• Correct inaccurate data
• Request deletion of your data
• Restrict or object to processing
• Withdraw consent, where applicable
• Request data portability
• Lodge a complaint with the Information Commissioner's Office

You can contact the ICO via:

• Website: https://ico.org.uk
• Telephone: 0303 123 1113

To exercise your rights, contact us at:

[email protected]

We may need to verify your identity before processing your request.

11. Automated decision-making

We do not use your personal data for automated decision-making or profiling that produces legal or similarly significant effects on you.

12. Data security

We take appropriate technical and organisational measures to protect your data, including:

• Secure systems and hosting
• Access controls
• Encryption where appropriate

13. Third-party websites

Our website may contain links to other websites.

We are not responsible for their privacy practices. Please review their policies separately.

14. Customer images and content

If you choose to send us images, for example of installed products, we will only use these for marketing purposes with your explicit consent.

15. Changes to this policy

We may update this policy from time to time.

Where changes are significant, we may notify you via email or a notice on our website.

16. Contact us

If you have any questions about this policy or your personal data:

Email: [email protected]

Address: Brearley Court, Gloucester, GL2 2AF