Privacy Policy

Last updated: 5 June 2026

This privacy policy explains how Stu’s Guitar Setups collects, uses, stores and protects personal information when you contact me, use my services or visit this website.

Who is responsible for your information?

Stu’s Guitar Setups is operated by Stuart Elliot, a sole trader based in Haywards Heath, West Sussex.

For the purposes of UK data protection law, Stuart Elliot trading as Stu’s Guitar Setups is the data controller. This means I am responsible for deciding how and why your personal information is used.

You can contact me using:

Email: [email protected]
Telephone, text or WhatsApp: 07396 962436
Business location: Haywards Heath, West Sussex, United Kingdom

The personal information I collect

Depending on how you contact me and the services you request, I may collect:

  • your name;
  • your email address;
  • your telephone number;
  • your preferred method of contact;
  • information about your guitar, bass or other instrument;
  • details of the problems you have reported and the work you would like carried out;
  • information about your playing preferences, strings, tuning and required setup;
  • photographs or videos of your instrument;
  • estimates, invoices, payment status and transaction records;
  • correspondence exchanged by email, telephone, text message, WhatsApp or social media;
  • details of previous work I have completed for you;
  • reviews or comments you choose to publish publicly; and
  • technical information generated when you visit the website, such as your IP address, browser type, device type, pages visited and the time of your visit.

I do not normally need to collect sensitive personal information about your health, beliefs or other private circumstances. Please avoid including this type of information in an enquiry unless it is relevant and necessary.

How I collect your information

I normally receive personal information directly from you when you:

  • email, telephone, text or message me on WhatsApp;
  • enquire about a setup, repair or modification;
  • arrange to leave an instrument with me;
  • approve an estimate or additional work;
  • pay for a service;
  • communicate with me while work is being carried out;
  • leave a review on Google, Facebook or another public platform; or
  • visit and use this website.

I may occasionally receive your details from another person who has referred you to me. Where appropriate, I will let you know that I have received your details and who provided them.

Some technical information is collected automatically by the website’s hosting, security and technical service providers.

Why I use your information

I may use your personal information to:

  • respond to an enquiry;
  • discuss the condition of your instrument and the work it may need;
  • provide an estimate or quotation;
  • arrange drop-off and collection;
  • provide guitar setup, repair or modification services;
  • contact you for approval before carrying out additional work;
  • provide progress updates;
  • order appropriate parts or materials;
  • issue invoices and record payments;
  • maintain records of work completed;
  • respond to questions or concerns after the instrument has been collected;
  • deal with complaints, disputes, insurance matters or legal claims;
  • meet tax, accounting and other legal obligations;
  • protect the security of my website, accounts and business;
  • understand how the website is used and improve its content and performance; and
  • display genuine customer feedback and examples of completed work.

I will not sell your personal information.

My lawful reasons for using your information

UK data protection law requires me to have a lawful reason for using personal information.

Taking steps before entering into a contract

I use this basis when you ask me to:

  • discuss possible work;
  • inspect or assess an instrument;
  • provide an estimate;
  • advise whether I can carry out the work; or
  • arrange a booking.

Performing a contract

I use this basis when processing your information is necessary to provide the service you have agreed to, including completing the work, contacting you about it, taking payment and arranging collection.

Legal obligations

I may need to use and retain information to comply with tax, accounting, consumer protection, insurance or other legal requirements.

Legitimate interests

I may use personal information where it is reasonably necessary for my legitimate interests in running and protecting the business, provided those interests are not overridden by your rights.

These interests include:

  • keeping accurate records of enquiries and work;
  • providing effective customer service;
  • establishing what work was requested and approved;
  • handling complaints and disputes;
  • recovering unpaid amounts;
  • protecting customer instruments and business property;
  • preventing fraud and misuse;
  • maintaining website and account security;
  • improving my services and website; and
  • showing genuine reviews and examples of my work.

Consent

Where I rely on your consent, you can withdraw it at any time.

For example, I may ask for your permission before using an identifiable photograph, testimonial or other information for promotional purposes.

Withdrawing consent will not affect anything lawfully done before you withdrew it.

Photographs of instruments

I may photograph your instrument when it is left with me, while work is being carried out or after the work has been completed.

These photographs may be used to:

  • record its condition when received;
  • document damage, faults or pre-existing marks;
  • explain recommended work;
  • provide progress updates;
  • keep a record of completed work; or
  • help resolve a later query or complaint.

Photographs used only as job records will be treated as part of the customer record.

I may also ask to use photographs of completed work on my website, Google Business Profile or social media. I will avoid publishing your name, contact details, serial number or other information that identifies you without an appropriate reason or your permission.

You can ask me not to publish photographs of your instrument.

Public reviews

If you leave a public review on Google, Facebook or another review service, the review may include your name, profile photograph and comments.

Public reviews may be displayed on this website through a review service or may be quoted in my promotional material. The original review and profile information are controlled by the platform on which you posted them.

Please contact me if you would like me to stop displaying or quoting a review under my control. You may also need to edit or remove the original review through the platform concerned.

8. Who I share information with

I do not routinely share customer information with other businesses.

Where necessary, information may be shared with:

  • website hosting, maintenance, security and backup providers;
  • Google services used for email, document storage and business administration;
  • WhatsApp or Meta when you choose to contact me using WhatsApp;
  • suppliers where information is needed to order or identify a particular part;
  • payment or banking providers involved in processing a payment;
  • accountants, insurers, legal advisers or professional advisers;
  • debt recovery services where a payment remains lawfully due;
  • HM Revenue and Customs or other public authorities where required by law;
  • law enforcement agencies where disclosure is legally required; and
  • another repairer or specialist, but only where this has been discussed with you or is otherwise reasonably necessary.

I only share the information reasonably required for the relevant purpose.

Businesses that provide hosting, email, messaging, storage or other technical services may also process information under their own privacy terms.

Google, WhatsApp and third-party services

I use Google services, including Gmail and Google Drive, to communicate with customers and store business records.

If you contact me through WhatsApp, WhatsApp and Meta will process information associated with your account and communications under their own terms and privacy policies.

The website may also contain links to or embedded content from Google, Facebook, WhatsApp and other third-party services. When you follow a link or interact with embedded content, the third party may collect information about you.

I am not responsible for the privacy practices of third-party websites and services. You should read their privacy information before providing them with personal information.

Information processed outside the United Kingdom

Some of the service providers I use operate internationally or may process information outside the United Kingdom.

Where personal information is transferred internationally, I take reasonable steps to use reputable providers that apply recognised data protection safeguards. Depending on the destination and provider, these safeguards may include UK adequacy regulations or approved contractual protections.

How long I keep information

I keep personal information only for as long as it is reasonably required for the purpose for which it was collected.

My usual retention periods are:

Enquiries that do not become bookings

Enquiry correspondence will normally be retained for up to 12 months after the last contact, unless there is a reason to keep it for longer.

Customer and job records

Records relating to completed work, including relevant correspondence, estimates, approvals, photographs, invoices and payment information, will normally be retained for up to six years after the work was completed or the last payment was made.

This allows me to maintain appropriate business records and deal with tax matters, questions, complaints, insurance issues or possible legal claims.

Tax and accounting records

Invoices and other records required for tax and accounting purposes will be retained for at least the period required by HM Revenue and Customs. Some records may therefore be kept for longer than the general customer record.

Website and security logs

Technical and security logs will normally be retained for no longer than 12 months, although the precise period may be determined by the website hosting or security provider.

Reviews and promotional material

Public reviews and authorised promotional material may remain in use while they continue to be relevant. You may contact me if you would like identifiable material under my control to be removed.

Complaints and data protection requests

Information relating to a complaint or rights request will be retained for as long as reasonably necessary to show how it was investigated and resolved.

Information may be retained for longer where required by law or where it is needed in connection with an ongoing complaint, dispute, insurance matter or legal claim.

When information is no longer required, I will delete it, securely dispose of it or anonymise it.

Cookies and website information

This website may use cookies and similar technologies.

Some cookies and technical processes are necessary for the website to operate, remain secure and remember essential settings.

The website may also use services that collect limited information about how visitors use the site. Where the law requires a choice or consent before an optional technology is used, you should be provided with an appropriate cookie choice.

You can also restrict or delete cookies through your browser settings. Blocking some cookies may affect how parts of the website work.

Third-party content, such as embedded reviews, maps, videos or social media features, may allow the relevant third party to collect information about your device or interaction.

Marketing communications

Service messages about an enquiry, booking, instrument or payment are not marketing messages.

I will not add you to an unrelated email, telephone, text or WhatsApp marketing list simply because you have made an enquiry or used my services.

Where I send electronic marketing that requires consent, I will ask for that consent. You can withdraw consent or ask me to stop sending marketing communications at any time.

I may retain a limited record of an opt-out request so that I can make sure your preference continues to be respected.

Keeping your information secure

I take reasonable technical and organisational steps to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

These measures include:

  • restricting access to customer information;
  • using password-protected accounts and devices;
  • keeping website software and devices reasonably up to date;
  • using reputable hosting, email and storage providers; and
  • securely deleting information when it is no longer required.

No method of electronic storage or communication is completely secure. However, I take reasonable steps appropriate to the size and nature of the business and the information I hold.

Whether you have to provide information

You are not legally required to make an enquiry or provide personal information.

However, I need basic contact details and information about your instrument to discuss, arrange and provide a service. If you do not provide the necessary information, I may be unable to provide an estimate, accept the work or contact you when the instrument is ready.

Automated decision-making

I do not use personal information to make decisions about customers solely by automated means where those decisions would have a legal or similarly significant effect.

Your data protection rights

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

  • ask for a copy of the personal information I hold about you;
  • ask me to correct inaccurate or incomplete information;
  • ask me to delete personal information;
  • ask me to restrict how information is used;
  • object to processing based on legitimate interests;
  • receive certain information in a portable format;
  • withdraw consent where processing is based on consent; and
  • complain about how your information has been handled.

These rights are subject to legal conditions and exemptions. For example, I may need to retain information that is required for tax records or the establishment, exercise or defence of legal claims.

I may ask for reasonable evidence of identity before responding to a request. This is to make sure personal information is not disclosed to the wrong person.

I will normally respond to a valid data protection rights request within one calendar month.

There is normally no charge for exercising your rights. A reasonable fee may be charged, or a request may be refused, where the law permits this because a request is manifestly unfounded or excessive.

Data protection complaints

Please contact me first if you have a concern or complaint about how I have used your personal information.

You can make a complaint by emailing [email protected] and using the subject line “Data protection complaint”. You can also write to me or contact me by telephone.

Please explain:

  • what you believe has gone wrong;
  • which personal information is involved;
  • when the issue occurred; and
  • what you would like me to do.

I will acknowledge a data protection complaint within 30 days of receiving it. I will investigate it without undue delay, keep you informed where appropriate and tell you the outcome.

You also have the right to complain to the UK data protection regulator:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

The Information Commissioner’s Office will normally expect you to have raised the matter with me first.

Changes to this policy

I may update this privacy policy when my services, website, suppliers or legal obligations change.

The latest version will be published on this website and the date at the top of the policy will be updated. Changes will not be applied retrospectively in a way that unfairly affects your rights.

Contact details

For questions about this privacy policy, to exercise a data protection right or to make a complaint, contact:

Stuart Elliot
Trading as Stu’s Guitar Setups
Haywards Heath, West Sussex

Email: [email protected]
Telephone, text or WhatsApp: 07396 962436

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