SOFA CLUB LIMITED

Privacy Policy

How Sofa Club collects, uses and protects personal information

Last updated: 5 August 2026

 

 

 

Who this policy applies to
This policy applies to customers, website visitors, showroom and office visitors, job applicants, suppliers, business contacts and other people whose personal information Sofa Club Limited processes.

Sofa Club Limited is committed to protecting your privacy and handling personal information fairly, lawfully, transparently and securely. This policy explains what we collect, why we use it, who we share it with, how long we keep it and the rights available to you.

This policy should be read together with our Cookie Policy and any shorter privacy information shown when we collect information from you.

1. Who we are and how to contact us

Sofa Club Limited ("Sofa Club", "we", "us" or "our") is the controller responsible for the personal information described in this policy.

• Website: sofaclub.co.uk

• Company number: 08056877

• Registered office: 6 Centrus, Mead Lane, Hertford, SG13 7GX

• ICO registration number: 00013824239

• Privacy contact: customersupport@sofaclub.co.uk

We have not appointed a data protection officer. Questions, requests and complaints about this policy or our use of personal information should be sent to the privacy contact above.

2. The personal information we collect

Depending on how you interact with us, we may collect and use the following categories of personal information:

• Identity information: name, title, date of birth where needed for finance or identity checks, and identifiers.

• Contact information: billing and delivery addresses, email address, telephone number and social-media handle.

• Order and transaction information: products ordered, delivery and warranty information, payment status, refunds and purchase history.

• Payment and finance information: payment method, transaction references and information needed to administer an application with a finance provider. Card details are generally collected directly by payment providers rather than stored by us.

• Customer-service information: enquiries, emails, webchat, call details and recordings where notice is given, complaints, returns, warranty matters and other correspondence.

• Marketing and preference information: marketing choices, communication preferences, interests, survey responses and suppression records.

• Technical and usage information: IP address, device and browser information, cookie identifiers, website activity, referral source and approximate location.

• Profile information: preferences or audience information inferred from purchases and website activity, where permitted.

• Content: reviews, testimonials, photographs, video, social-media posts and other content you provide or permit us to use.

• Premises information: visitor records, accident records, CCTV images and office or showroom Wi-Fi connection records.

• Recruitment information: applications, CVs, employment and education history, interview notes, references, right-to-work information and other information relevant to recruitment.

• Business-contact information: employer, job title, professional contact details and details of our dealings with you or your organisation.

• Legal and compliance information: fraud-prevention results, records needed for tax, legal or regulatory purposes, and information relating to disputes or claims.

3. Where we obtain personal information

We obtain personal information:

• directly from you, including when you browse our website, create an account, place an order, contact us, visit our premises, enter a promotion, subscribe to marketing or apply for a role;

• automatically from your device through cookies and similar technologies, subject to your choices;

• from payment, finance, delivery, installation, customer-service and fraud-prevention providers;

• from social-media platforms, advertising and analytics providers where their terms and your settings permit this;

• from recruitment agencies, referees, former employers and professional platforms such as LinkedIn;

• from your employer or another organisation you represent; and

• from public sources, regulators, law-enforcement bodies and professional advisers where appropriate.

4. How and why we use personal information

We only use personal information when we have a lawful basis. The basis depends on the purpose and may be performance of a contract, compliance with a legal obligation, our legitimate interests (where those interests are not overridden by your rights), consent, or protection of vital interests. The main ways we use information are set out below.

Orders, delivery and after-sales services

We use identity, contact, order, payment and correspondence information to process orders; take payment; arrange delivery or installation; provide warranties, care plans and customer support; manage returns and refunds; and communicate service information. We do this to perform our contract with you, comply with legal obligations and pursue our legitimate interests in running our business, preventing fraud and resolving queries and disputes.

If required information is not provided, we may be unable to enter into or perform the contract, deliver an order, administer a finance arrangement or provide the requested service.

Payments and finance

Payment providers process card and payment information needed to complete transactions. If you apply for finance, V12 Retail Finance or Snap Finance may collect information, carry out identity, affordability or credit checks and make lending decisions under their own privacy notices. We may receive information needed to confirm and administer the purchase and finance arrangement. These providers may act as independent controllers for their own processing.

Customer service, correspondence and calls

We use contact information, order details and correspondence to answer questions, manage complaints, protect customer accounts, investigate problems and improve our service. We rely on contract, legal obligation and our legitimate interests in customer service, quality assurance and dispute resolution. If calls are recorded, we will tell you at the beginning of the call.

Marketing

We use contact details, purchase history, preferences and engagement information to send or personalise marketing. We rely on consent where the law requires it. Where permitted, we may send marketing about similar products to existing customers under the electronic-marketing rules and our legitimate interests, always with an opt-out. We do not sell personal information and do not give third parties your contact details for their own marketing unless you have specifically agreed.

You can opt out at any time using the unsubscribe link in an email or by contacting customersupport@sofaclub.co.uk. Service and operational messages are not marketing and may still be sent where necessary.

Website, cookies, analytics and advertising

We use strictly necessary technologies to operate, secure and remember essential functions of our website. Where required, we ask for consent before using non-essential analytics, preference or advertising technologies. These technologies may collect technical, usage and profile information to measure performance, understand customer journeys, personalise content, measure campaigns and show relevant advertising.

Our current website, analytics, marketing and advertising providers include Shopify, Google (including Google Analytics and Google Ads), Microsoft Advertising (Bing), Meta (Facebook and Instagram), TikTok, Klaviyo and Analyzify. Some providers may use information for their own purposes under their privacy notices. Our Cookie Policy identifies the cookies and similar technologies currently in use, their purposes and durations.

You can reject non-essential technologies, change your selection or withdraw consent at any time through the Cookie Settings control available on the website. Withdrawing consent does not affect processing that took place before withdrawal.

Reviews, photographs and promotional content

We may use reviews, testimonials, photographs, recordings and other content to publish customer feedback, operate our channels and promote Sofa Club. Depending on the circumstances, we rely on consent, our legitimate interests in promoting and improving our business, or an agreement with you. You can ask us to remove content, although contractual permissions or legal requirements may sometimes continue to apply.

Business contacts

We process professional contact details and correspondence about customers, suppliers, advisers and business partners to manage those relationships, perform contracts, maintain records and develop our business. We rely on contract, legal obligation and our legitimate interests in managing commercial relationships.

Visitors, CCTV and Wi-Fi

We use visitor and accident records to manage access, health and safety, security and legal claims. CCTV may operate at our premises for safety, security, crime prevention and incident investigation; signs identify monitored areas. We rely on legal obligations and our legitimate interests in protecting people, premises and property.

If you use office or showroom Wi-Fi, we may record a device identifier such as a MAC address and connection details such as time, duration and data volume. We do not routinely monitor browsing activity. We may access or disclose records where reasonably necessary to investigate misuse, maintain network security, comply with law or handle a dispute.

Recruitment

We use application, employment, education, interview and reference information to assess candidates, communicate about roles, verify information and keep recruitment records. We rely on steps taken at your request before entering a contract, our legitimate interests in running a fair recruitment process, and legal obligations relating to employment and eligibility to work.

Where recruitment information includes health, disability, equality-monitoring or other special-category information, we process it only where an additional legal condition applies, such as employment and social-protection law obligations, establishment or defence of legal claims, explicit consent where appropriate, or information you have manifestly made public.

Fraud prevention, security, legal obligations and claims

We use relevant information to protect accounts and systems, detect and prevent fraud, comply with tax and other legal obligations, respond to regulators and law enforcement, and establish, exercise or defend legal claims. We rely on legal obligations and our legitimate interests in protecting our customers and business.

5. Automated decision-making and profiling

Sofa Club does not make decisions about you solely by automated means where the decision produces legal effects or similarly significantly affects you.

Advertising and analytics providers may create audience segments or profiles from website activity where you have consented to the relevant technologies. This may affect the adverts or content you see but does not itself produce a legal or similarly significant effect. Finance providers may use automated methods when assessing an application; their own privacy notices explain that processing and the rights available to you.

6. Who we share personal information with

We share only the information reasonably necessary for the relevant purpose. Recipients may include:

• E-commerce and technology: Shopify, hosting, IT, cybersecurity, account and website-support providers.

• Analytics and advertising: Google, Microsoft Advertising, Meta, TikTok and Analyzify, subject to cookie and consent choices.

• Communications and customer service: Klaviyo, Zendesk and other providers that help us send messages and manage support.

• Reviews: Trustpilot, where we ask customers to review their experience.

• Payments and finance: payment processors, fraud-prevention providers, V12 Retail Finance, Klarna and Snap Finance.

• Order fulfilment: warehousing, delivery, installation, returns, warranty and care-plan providers.

• Professional and public bodies: insurers, auditors, accountants, lawyers, regulators, courts, law-enforcement bodies and tax authorities.

• Corporate transactions: potential buyers, sellers, investors and advisers where part of a sale, acquisition, restructuring or financing, subject to appropriate confidentiality and legal controls.

Service providers acting as processors must use personal information only on our documented instructions, keep it confidential and secure it appropriately. Some organisations, including finance, payment, social-media and advertising providers, may act as separate or joint controllers for some activities and are responsible for explaining their own processing.

7. International transfers

Some of our systems and service providers may process personal information outside the UK. When this involves a restricted transfer, we use a lawful transfer mechanism. Depending on the destination and provider, this may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, binding corporate rules, or another permitted safeguard or exception.

Where appropriate safeguards are used, we assess the transfer and take any additional measures reasonably required to protect the information. You may contact customersupport@sofaclub.co.uk for more information about the relevant transfer mechanism or to ask how to obtain a copy of applicable safeguards, subject to necessary redactions.

8. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including legal, tax, accounting, reporting and dispute-resolution requirements. Our usual periods are:

• Orders and contracts: up to 7 years after the order or, if later, the end of a warranty, after-sales matter or related dispute.

• General enquiries and correspondence: up to 7 years after the matter concludes where needed for service records or potential claims.

• Payment card information: retained by payment providers according to their policies; we retain transaction and accounting records as required.

• Marketing: until you opt out or the information is no longer needed. We keep a minimal suppression record indefinitely so that we can respect an opt-out.

• Website and cookie information: for the duration stated in our Cookie Policy and generally no longer than 12 months unless a different period is necessary and disclosed.

• Business contacts: up to 7 years after the business relationship ends.

• Visitor and accident records: up to 5 years.

• CCTV: normally up to 90 days, unless footage is needed for an incident, investigation or claim.

• Office and showroom Wi-Fi records: 7 days, unless an incident requires particular records to be preserved for longer.

• Unsuccessful job applications: 6 months after the relevant recruitment round ends, unless you agree to a longer talent-pool period or records are needed for a claim.

• Successful job applications: handled under our workforce privacy information and retention rules.

• Legal claims: for as long as reasonably necessary to establish, exercise or defend the claim.

When a fixed period is not appropriate, we consider the purpose, amount, nature and sensitivity of the information, legal requirements and the risk of harm from continued retention. We may anonymise information so that it can no longer identify anyone and use the anonymised information without further notice.

9. Data security

We use appropriate technical and organisational measures designed to prevent personal information from being accidentally lost, altered, disclosed, accessed or used without authorisation. Access is limited to people who need it for their work and who are subject to confidentiality obligations. We maintain procedures for handling suspected personal-data breaches and notify affected people and the ICO where the law requires us to do so.

10. Your data-protection rights

Depending on the circumstances and the lawful basis used, you may have the right to:

• Be informed about how we use your personal information.

• Request access to the personal information we hold about you.

• Request correction of inaccurate or incomplete information.

• Request erasure where there is no lawful reason for us to keep using the information.

• Request restriction of processing in certain circumstances.

• Object to processing based on legitimate interests and to direct marketing.

• Request portability of information you provided to us where processing is automated and based on consent or contract.

• Withdraw consent at any time where processing relies on consent.

• Complain to the Information Commissioner's Office.

These rights are not absolute. We may need to retain or continue using information where the law permits or requires it, and we will explain our decision if an exception applies.

Your right to object
You have the right to object at any time to our use of your personal information for direct marketing. You may also object to processing based on our legitimate interests because of your particular situation. To object, email customersupport@sofaclub.co.uk.

How to exercise your rights

Email customersupport@sofaclub.co.uk or write to Sofa Club Limited at 6 Centrus, Mead Lane, Hertford, SG13 7GX. There is normally no fee. We may ask for information needed to confirm your identity and understand the request. We normally respond within one month; if a lawful extension is needed, we will explain why and when you can expect a response.

11. Marketing and cookie choices

You can unsubscribe from marketing using the link in an email or by contacting us. To review, reject or withdraw consent for non-essential cookies and similar technologies, use the permanent Cookie Settings control on sofaclub.co.uk. Please see our standalone Cookie Policy for the current cookie inventory, providers, purposes, categories and durations.

12. Children

Our website and products are not directed at children, and we do not knowingly collect personal information from children for marketing. If you believe a child has provided personal information to us inappropriately, please contact us so that we can investigate and take suitable action.

13. Third-party websites and services

Our website may link to websites, plug-ins or services operated by other organisations. Those organisations control their own processing, and their privacy notices apply when you use their services. We encourage you to read the relevant notice before providing personal information.

14. Complaints

Please contact us first so that we have an opportunity to resolve your concern. You also have the right to complain to the Information Commissioner's Office (ICO), the UK supervisory authority. Information about making a complaint is available at ico.org.uk. The ICO can also be contacted by telephone on 0303 123 1113.

15. Changes to this policy

We review this policy regularly and may update it when our processing, providers or legal obligations change. The latest version will be published on sofaclub.co.uk with an updated date. Where a change is significant, we will take reasonable steps to bring it to your attention before the new use begins where required.

16. Contact details

Privacy enquiries and rights requests

• Email: customersupport@sofaclub.co.uk

• Post: Sofa Club Limited, 6 Centrus, Mead Lane, Hertford, SG13 7GX

• Website: sofaclub.co.uk