Privacy Policy

We know how important it is for you to understand how we use your data. This Privacy Policy explains how we use any personal data which you provide to us. When you use our services in our stores, online via our Website, through your Material360 Family membership, and any contact you have with our Customer Support Centre.

This Privacy Policy covers both private customers and business customers. We will always be transparent with you about what we do with your personal data. We only collect, store and process your personal data in accordance with the relevant laws and regulations.

This Privacy Policy also explains your rights in relation to the personal data that we collect about you. We respect your right to privacy and are committed to maintaining it. By accessing and browsing our website you are confirming that you have read and understood this Privacy Policy, so please make sure you have read it carefully.

We are MATERIAL 360 Limited (company number: ————-) (“MATERIAL 360”) and our registered address is 186-A Iqbal Avenue Canal Bank Road, Lahore. MTATERIAL 360 is the “data controller” of any personal data it may collect, process and hold about you, unless we inform you otherwise.

The personal data we collect from you may include:

• Name and Title
• E-mail address
• Mobile/telephone numbers
• Date of birth
• Address
• CNIC Number
• Purchasing activity
• Credit or debit card, or other payment information
• Account password and login details
• Preferred store
• Comments, product reviews and responses on surveys you complete
• Any shopping preferences or details to help us suggest items for you
• Your images on CCTV and security body worn cameras
• Your car number plate if recorded to manage parking at our stores, or to detect vehicles of interest for the purposes of prevention and detection of crime Information about your device type
• Website / browsing history, including location data Cookie information (please see our Cookie Policy for details)

It may also include any information you give us:

• When you contact our customer services team or planning team
• When you engage with our social media platform (for example by tagging us in a post on Instagram)
• When you sign up for MATERIAL 360 Family membership all the benefits, such as recommendations based on your prior purchases at MATERIAL 360.
• When you make an appointment with us (for example, appointment booking information and any information given during the appointment)

If you are using a mobile device and shopping with us online or browsing our website, and logging onto WIFI in store using your laptop or mobile we may collect:

• your IP address or other device identifier,
• your browser type and version,
• your time zone setting,
• operating system and platform

We may also receive the following in connection with any purchase from our Personal Finance products range (including PPG Products), depending on the type of product you purchase:

Copies of documents you provide to prove your age or identity where required (for example, your passport and driver’s license or National ID Card.

Where you are using any mobile device while in store with its Wi-Fi capability switched on or have access to our free in-store Wi-Fi, we may additionally collect your address and location data while you are within the MATERIAL 360 store or immediately within its perimeters. We use this information on an anonymous basis and will never use it to identify any particular user. We won’t be able to link this data to any other data that we hold about you and the purpose of collecting this data is to perform analysis and to help us identify people flows around our stores to maximize the efficiency of our store design. If you do not want us to track your device or use your information in this way, please turn off the Wi-Fi capability on your phone or other electronic device within your settings.

We may, where we have a lawful basis for doing so, also collect personal data about you from third parties, or companies who have obtained your permission to share this information with us, or who need to share information with us in relation to goods or services you have purchased. We do not knowingly solicit personal data from children or send them requests for personal data. We acknowledge that visitors of all ages may use our website, however, we do not intentionally collect personal data from those under the age of 18.

• When you purchase products and services from us in store, online, using the MATERIAL 360 website over the phone
• When you access our website or use any of our mobile apps, our website also uses cookies; to find out more about the use of cookies and how you can manage them, please read our Cookie policy www.allaboutcookies.org
• When you log into our in-store Wi-Fi or have your Wi-Fi settings switched on instore
• When you join our MATERIAL 360 Family loyalty club
• When you contact us or we contact you to take part in surveys, competitions or promotions
• When you contact our Customer Services team in store, online or over the phone or via web chat
• When you engage with us on social media (by mentioning/tagging us or by contacting us directly)
• When your image may be captured via our CCTV system or body camera worn by our security team. Your car number plate may also be captured by us.

We will never sell any of your personal data to a third party. However, in order for us to provide our services to you, we share your personal data with our trusted third-party service providers or our group of companies, as detailed below. Whenever we share your personal data, we put safeguard in place which require these organizations to keep your data safe and to ensure that they do not use your personal data for their own marketing purposes.

We work with a number of trusted service providers who carry out services on our behalf. When you purchase products and services from us, the services provided by these organizations includes delivery, product assembly and installation, waste removal and processing payments. We also work with a service provider to administrate our gift card and account services. It is in our legitimate interests as a business to work with these service providers since we may not have the capabilities to provide these services ourselves. In each case, we will ensure that the service provider is only allowed to use your personal data in order to provide the services to us and for no other purpose.

We share your financial information including your credit, debit card or other payment information with third parties to ensure that your payment is safe and that your details are not being used fraudulently. This data sharing enables us to conduct fraud analysis which ensures that genuine and accurate payment details are provided to us for any purchase. We may share your personal data with credit agencies if you are requesting credit.

There may be other scenarios where we are subject to a legal obligation to share or disclose your personal data, such as with law enforcement agencies or public authorities in order to prevent or detect crime or fulfil a legal requirement.

For the purposes of preventing crime, MATERIAL 360 will use its legitimate interests to share certain information with third parties with which it has data processing agreements. This may include CCTV and other potentially identifiable information collected during MATERIAL 360 monitoring, detection, crime and safety activities.

We may need to disclose your personal data to our insurers where we believe that it is required under our contractual relationship with our insurance provider to do so.

We work with carefully selected third parties, such as our customer database hosting provider, marketing agencies and advertising partners who assist us in providing you with a positive customer experience. We work with these third parties to place relevant content and advertisements for you on our website, other websites and online media channels and apps. In order to do this, we use pixels and cookies. You can see our Cookie policy www.allaboutcookies.org

We may share the personal data we collect with other organizations in the MATERIAL 360 Group where those other companies share various operations and business processes with us. We will do this in order to fulfil our contractual obligations to you, or because it is in our legitimate interests to do so.

You have a number of rights relating to your personal data and what happens to it. You are entitled to:

• Have your data processed in a fair, lawful and transparent way;
• Be informed about how your personal data is being used, an example being this privacy policy;
• Access personal data we hold about you;
• Require us to correct any mistakes in your personal data;
• Require us to delete personal data concerning you in certain situations where there is no good reason for us to continue to process it;
• Request that we transfer your personal data to you or another service provider in a simple, structured format;
• Object at any time to processing of your personal data for direct marketing purposes;
• Object to automated decision making which produces legal effects concerning you or similarly significantly affects you;
• Object in certain other situations to our continued processing of your personal data.
• Otherwise restrict or temporarily stop our processing of your personal data in certain circumstances.

You can read more about your rights, including the circumstances in which they apply, in the Guidance from the Pakistan Information Commissioner’s Office. You also have the right to complain about our use of personal data to the authorities.

If you no longer wish to be contacted by us about our products or services, or for other marketing purposes, you can amend your preferences or unsubscribe by contacting us. Alternatively, if you have a profile on the MATERIAL 360 website, you can unsubscribe by logging into your account, or simply follow the unsubscribe link provided in emails you receive from us.

We want to ensure that all the information we have about our customers is factually correct and up to date. If you find that the personal data, we have about you is inaccurate or needs updating (for instance, you may have changed your name or address) then please contact us so that we can correct it. If you have created a profile on the MATERIAL 360 website, you can change the details stored about you by logging into your account

We take the security of your personal data very seriously. We have implemented various strategies, controls, policies and measures to keep your data secure and keep these measures under close review. We protect your data by using encryption techniques and we use other safeguards such as firewalls and password protection. This means that your data is protected and only accessible by co-workers who need it to carry out their job responsibilities. We also ensure that there are strict physical controls in our buildings which restricts access to your personal data to keep it safe.

In broad terms, we will only retain your personal data for as long as is necessary for the purposes described in this Privacy policy www.allaboutcookies.org. This means that the retention periods will vary according to the type of the data and the reason that we have the data in the first place.

We have procedures in place regarding our retention periods which we keep under review taking into account our reasons for processing your personal data and the legal basis for doing so.

MATERIAL 360 processes special category data where this is provided by you during the course of correspondence with us to inform us of any delivery/assistance requirements or as part of a complaint or grievance procedure or in relation to an accident or incident which has occurred on our premises. MATERIAL 360 will process this information to provide you with the assistance you have requested or to deal with your complaint. Where you have asked us to provide assistance or special delivery instructions, we will do this on the basis of your consent to us using it in this way. Where we are processing this information in order to deal with a complaint, this processing will be necessary for the establishment, exercise or defense of legal claims made by or against us.

If you have given us your contact details, we may use these (in accordance with any preferences you have expressed) to send you marketing messages by email, SMS and post, to keep you aware of what we’re up to and to help you see and find our products. This includes sending tips and inspiration for your home, details of special offers, services and promotions from MATERIAL 360.

As part of running our business, MATERIAL 360 has a legitimate interest to promote our products using marketing messages to existing customers of MATERIAL 360 and those in a negotiation with us for a sale or service, unless you have asked us not to.

When we collect your personal data, we give you the opportunity to opt-in to receive those marketing messages by simply ticking the boxes. Should you change your mind, we have lots of ways you can stop receiving marketing messages, which we’ve set out below. If you are currently opted-out of our marketing, you can always choose to opt-in to receive our emails by amending your preferences.

You can stop receiving marketing messages from us at any time. For email marketing, the best way to do this is to click on the ‘unsubscribe’ link in any email you receive. You can also go onto your online profile. You can opt out of other marketing as follows:

For direct mail – in all our direct mail communications, we offer the opportunity to opt out by mail, you can also opt on your online profile For targeted or personalized adverts – by opting out of cookies – see cookie policy www.allaboutcookies.org for more details.

It might take some time for all our systems to be updated, so you might get messages from us while we fully process your request, but we will ensure that we mark you as having opted out on our database as soon as we receive your request. Please be aware that stopping marketing messages will not stop our service communications (such as order and delivery updates).

We may update this Privacy policy from time to time. If we make significant changes, we will let you know but please regularly check this policy to ensure you are aware of the most updated version.