Privacy and Cookie Policy

Last updated: 27.07.2026

This Privacy Policy outlines how this website uses and protects any information that you provide while using it. Ross Handling Ltd is committed to ensuring that your privacy is protected. If we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this Privacy Policy. Please note that this policy may change from time to time by updating this page. We recommend that you check this page periodically to ensure that you are satisfied with any changes.

What We Collect

We may collect the following information:

• Your name
• Your contact information, including email address and telephone number
• Demographic information such as postcode, preferences, and interests
• The content of enquiries you send us, including messages sent through our live chat and WhatsApp
• Other information relevant to customer surveys and/or offers

For an exhaustive list of cookies we collect, see the List of Cookies We Collect section below.

What We Do With The Information We Gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping
• Improving our products and services
• Responding to your enquiries and providing customer and product support
• Passing your enquiry to our sales team where relevant, so they can follow up
• Periodically sending promotional emails about new products, special offers, or other information we think you may find interesting, using the email address you have provided
• Contacting you for market research purposes via email or phone
• Customising the website and communications according to your interests

Live Chat and AI Chat Assistant

We use a live chat service provided by tawk.to to offer support and answer enquiries on our website and via WhatsApp. When you use the chat, we may collect your name, email address, telephone number and the content of your messages, so that we can respond to your enquiry, provide product support, and where relevant pass your enquiry to our sales team to follow up.

Some enquiries are handled initially by an automated AI assistant before being passed to a member of our team. The AI assistant supports and directs your enquiry; it does not make any decision that produces a legal or similarly significant effect on you.

This information is processed on our behalf by tawk.to acting as our data processor. For details of how tawk.to handles data, please see the tawk.to privacy policy at https://www.tawk.to/privacy-policy/. We rely on our legitimate interest in responding to enquiries and providing customer support as the lawful basis for this processing. Chat transcripts and enquiry details are retained for a week and then deleted.

AI Chat Assistant — Accuracy and Use

Our AI Chat Assistant is provided to help answer general enquiries and improve your experience on our website. Whilst we continually develop and improve the service, the information provided by the AI Chat Assistant may not always be complete, accurate, or up to date.

The AI Chat Assistant is intended as a guide only and should not be relied upon as the sole basis for purchasing decisions, product selection, technical specifications, installation, suitability for a particular application, or any safety-critical use.

For all technical advice, product compatibility, load ratings, dimensions, specifications, intended applications, or any other information that could affect the safe or correct use of a product, customers must contact Ross Handling Ltd directly to obtain confirmation from a member of our team before placing an order or using the product.

Whilst we make reasonable efforts to improve the accuracy of the AI Chat Assistant, Ross Handling Ltd accepts no liability for any loss, damage, costs, or expenses arising from reliance on information provided by the AI Chat Assistant where that information has not been independently verified by our team.

By using the AI Chat Assistant, you acknowledge and agree that:

• Responses are generated automatically and may contain errors or omissions.
• Information provided does not constitute professional, engineering, or technical advice.
• You are responsible for verifying any technical or product-specific information with Ross Handling Ltd before relying upon it.
• In the event of any discrepancy between information provided by the AI Chat Assistant and information confirmed by Ross Handling Ltd, the information provided directly by Ross Handling Ltd shall prevail.

If you require confirmation regarding any product specification, application, or technical query, please contact our team by telephone or email before proceeding with your purchase.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect online. This includes reCAPTCHA technology, which may ask you to answer security questions on our website to prove that you are not a bot.

Links To Other Websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, please note that we do not have any control over those websites. Therefore, we cannot be responsible for the protection and privacy of any information you provide while visiting such sites, and such sites are not governed by this Privacy Policy. You should exercise caution and review the privacy policy applicable to the website in question.

Controlling Your Personal Information

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by letting us know using our Contact Us page or by opting out of any correspondence you receive.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may send you promotional information about third parties which we think you may find interesting, where we have a lawful basis to do so.

Under the Data Protection Act 2018 and the UK GDPR, you have the right to:

• Request access to the personal information we hold about you (a subject access request)
• Ask us to correct any information that is incorrect or incomplete
• Ask us to delete your personal information, or restrict or object to its processing, in certain circumstances
• Request the transfer of your personal information in certain circumstances
• Withdraw consent at any time where we rely on consent

There is normally no fee for making a subject access request. To make a request, or if you believe any information we hold about you is incorrect or incomplete, please contact us using our Contact Us page and we will respond within the statutory timeframe. We will promptly correct any information found to be incorrect.

If you are unhappy with how we have handled your personal information, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

Cookie Policy

We use cookies to improve our service for you. A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Some cookies we use are essential for some services to work, others are used to collect information on the use of the website (statistics) so that we can make the site more convenient and useful for you. Some cookies are temporary and will disappear when you close your browser, others are persistent and will stay on your computer for some time.

Strictly necessary cookies are used to:

• Remember what is in your shopping cart
• Remember how far you are through an order

Functional cookies are used to:

• Remember your log-in details
• Make sure you are secure when logged-in
• Make sure that the website looks consistent
• Offer live chat support

Performance cookies are used to:

• Enhance the performance of the website
• Enhance the user experience

Targeting cookies are used to:

• Allow you to share and like
• Send information to other websites to customise their advertisement

If you choose not to use cookies during your visit, you should be aware that certain functions and pages will not work as expected.

If you want to delete any cookies already on your computer, please refer to your browser vendor's instructions by clicking "Help" in your browser menu. You can also find out more about cookies and how to delete and control them on the About Cookies website or by clicking "Help" in your browser menu.

Third Parties

Some information may be provided to third parties that we use to help improve your experience. These third parties only use your information for the purposes listed below and your data will never be sold by us to any third party companies. The third parties we use are listed below:

• Google (for analytics)
• Microsoft Clarity (for analytics)
• Klaviyo (for marketing emails)
• Sparkpost (for transactional emails)
• tawk.to (for live chat and AI chat support)

Google The below link will explain how Google will use your personal data after you give consent on our website: Google's Privacy Policy & Terms.

Microsoft Clarity We partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioural metrics, heatmaps, and session replay to improve and market our products/services. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of products/services and online activity. Additionally, we use this information for site optimisation, fraud/security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.

Klaviyo We use Klaviyo to manage our email marketing campaigns and to send newsletters and promotional content. When you sign up for our mailing list, your information (such as your email address and interaction with our emails) may be collected and processed by Klaviyo in accordance with their Privacy Policy. You can unsubscribe from our emails at any time by clicking the unsubscribe link in the footer of any email you receive from us.

tawk.to We use tawk.to to provide the live chat and AI chat assistant on our website and via WhatsApp. Information you provide through the chat (such as your name, email address, telephone number and message content) is processed by tawk.to on our behalf. For more information, see the tawk.to privacy policy at https://www.tawk.to/privacy-policy/.

Other Tracking

We also use similar technologies including tracking pixels and link tracking to monitor your viewing activities.

Device & browser type and open statistics All emails have a tracking pixel (a tiny invisible image) with a query string in the URL. Within the URL we have user details to identify who opened an email for statistical purposes.

Link Tracking All links within emails and SMS messages sent from the Klaviyo platform contain a unique tracking reference. This reference helps us identify who clicked an email for statistical purposes.

List of Cookies We Collect

The table below lists the cookies we collect and what information they store.