Maintenance enquiries and photographs
The maintenance enquiry form uses your name, email, phone number, approximate lawn area, garden address and any condition or access notes to prepare an email enquiry. Selected photographs are resized and re-encoded as JPEGs in your browser, removing the original photo metadata. The form does not upload these details or photos to Saygrass, save them in local storage, or send an email automatically.
You choose how to send the enquiry: your device sharing options can pass the photos and enquiry details to an app you select; a downloadable .eml email draft contains the details and photographs for opening in a compatible email app; the email-link alternative pre-fills your message but requires you to attach photos yourself. You must complete sending to info@saygrass.co.uk. Your chosen email or sharing provider processes the information under its own terms. Downloaded drafts remain on your device until you delete them.
Once you email us, Saygrass uses the details and photos to assess the maintenance, provide a price and handle your enquiry under the enquiry-processing arrangements in this policy. Only include photographs you are entitled to share, and avoid unnecessary images of people or private documents.
Who is responsible?
Say Grass Ltd, trading as Saygrass, is registered in England and Wales, company number 11323620. Registered office and postal contact: 128 City Road, London, United Kingdom, EC1V 2NX. This is not a customer showroom. Email info@saygrass.co.uk or call 07360 277510.
Say Grass Ltd is the controller for information we use to handle enquiries and provide our services. This notice covers this Saygrass service website and the enquiries it directs to our team. Linked booking, sample and shop services have their own collection screens and additional information. UK data protection law includes the UK GDPR and the Data Protection Act 2018, as amended.
Optional Google measurement
With your consent, Google Tag Manager container GTM-579976RW enables configured Google analytics and advertising measurement on saygrass.uk. Google and the measurement services configured in the container may receive device/browser information, IP address, page visits, identifiers and advertising interactions. This website requests consent for analytics and advertising measurement together, separately from live reviews. The container is not requested before that affirmative choice; Google consent signals default to denied. We do not put maintenance photographs, enquiry names, contact details or addresses into the data layer through our form code.
The purpose is to understand website visits and advertising performance. Consent is the basis for enabling this optional measurement. Withdraw it using Privacy settings. Withdrawal ends future loading after the page reloads; it cannot undo information already received by Google. The actual Google tags, account retention settings and cookie lifetimes depend on the published container and its connected accounts. Saygrass must maintain those settings and update this notice if purposes or recipients change. See Google’s privacy policy for its handling of data, including international processing.
Information we use
When you contact us, request samples, arrange a survey or become a customer, we use the details you provide: name, contact details, site or delivery address, measurements, project photographs, access arrangements, correspondence and quotation or job references. For event hire this can include venue, dates, area and fitting or collection requirements. We receive these details directly from you or from someone authorised to arrange the work for you.
Hosting and security providers process technical information such as IP address, device/browser details, requested pages, time and error or security logs. If you enable live reviews, the review provider receives your connection information. Public reviews contain the reviewer’s published name, rating and text. Please do not send payment-card details, unnecessary information about children, or sensitive personal information in an enquiry.
Why we use information
- Enquiries, surveys, quotations and agreed work: to take steps you request before a contract and to perform our contract with you. When you act for a school or company, our legitimate interest is communicating with its representative and delivering the project.
- Records and administration: to meet accounting, tax and other legal obligations; and for our legitimate interests in managing jobs, aftercare, complaints, overdue payment recovery, insurance and legal claims.
- Security and reliability: our legitimate interest in protecting this website, preventing misuse and resolving faults.
- Optional external reviews: your consent to enable the embedded feature, together with the choices explained in our cookie policy.
- Project publicity: where a photograph or testimonial identifies you, we seek permission for its promotional use. Asking for a quote does not give blanket permission to publish your identity or address.
Providing information is voluntary, but without necessary contact and project details we may be unable to quote, arrange a visit or carry out work.
Enquiries and external services
The event enquiry form shows which submission method is available. When the button says Send event enquiry, your contact and event details are submitted through this website to our GoHighLevel/LeadConnector enquiry workflow; the website confirms when the workflow has accepted the request. If the button says Prepare email enquiry, it prepares a message in your own email app, and the details are not sent until you send that email. You can also call or email us directly. Ordinary website security logs are separate from form contents. Survey bookings and sample requests open our link.saygrass.co.uk services, provided through our GoHighLevel/LeadConnector system. Information submitted there is used to manage your request and customer communications.
Live Google reviews are displayed through ReputationHub only after you allow the external review feature. A non-interactive preview lets you scroll the main page normally; the Read live reviews button opens an on-site viewer using the same provider. Closing the viewer removes its iframe connection. Review updates depend on the provider’s Google-review synchronisation. Google review links open Google directly. The DIY shop at direct.saygrass.co.uk has its own checkout and order terms; this service website does not take card payments. Website fonts are served locally by Saygrass hosting; loading the typefaces does not contact Google Fonts. Social links contact the relevant platform when you follow them. Links to the charities we support and to the FCA Register open their websites when followed; their logos are hosted locally on this site, without embedded charity or FCA tracking.
Say Grass Ltd operates this website. This service website uses saygrass.uk. A separate hosted review address may also be available; both are operated for Saygrass. Our existing saygrass.co.uk website remains separate. Enquiry emails continue to use info@saygrass.co.uk, and booking and sample links continue to use link.saygrass.co.uk. Our hosting provider processes connection and security information to serve and protect the website; any owner or editor sign-in is separate from customer enquiries. Saygrass does not receive the password used for that hosting account.
Website journey signals
The website code can issue temporary, in-page signals when someone opens a survey booking link, selects a call link, views an installation estimate, starts an event enquiry or receives an online enquiry acknowledgement. These signals contain an action name and page path, without names, email addresses, phone numbers, garden measurements or query-string identifiers. These local journey signals are not connected to the Google data layer by our website code. Separately, after you allow measurement, the Google tags configured in the container may collect page and interaction data according to their account settings. Opening a booking link is not recorded as a completed appointment, and an enquiry acknowledgement is not a qualified lead or confirmed booking.
Installing the container does not establish that completed bookings or qualified leads are measured; those account configurations require separate setup and verification.
Installation calculator
The installation cost calculator processes garden measurements, area and grass selection in your browser to show an indicative price and installation time. Its entries and result are not stored in cookies or local storage, submitted to Saygrass, or passed to the booking service by the calculator. Normal hosting and security logs still apply to your page visit. If you choose to book a survey, the separate booking service handles the information you provide there.
Customer referral rewards
For our customer referral scheme, we use the existing customer’s name, home installation record, referral attribution, completion confirmation and earned or claimed maintenance visits to verify and administer the promised reward. The new customer may provide the referrer’s name when making an enquiry. We use relevant records to fulfil the reward arrangement and for our legitimate interests in accurate attribution, preventing duplicate claims and resolving questions.
New customers should contact us directly; please do not submit someone else’s phone number or email address for marketing. We confirm only what is necessary to administer the referral reward and do not share the new customer’s quotation, financial details or other private project information with the referrer. Referral and reward records are retained while rewards remain outstanding and as needed for administration, complaints and applicable record-keeping obligations, then reviewed for deletion. See our customer referral page.
Monthly payments and payment information
If you choose the monthly payment arrangement, we use your contact and job details, agreed schedule, collection authorisation, payment references and payment status to administer the contract, collect agreed amounts and keep required accounting records. The arrangement is directly with Say Grass Ltd; we do not introduce you to an outside lender for this plan.
A payment processing provider handles the card payment and recurring collection authorisation. Card information is provided through the relevant payment process, not the enquiry form on this website. The provider receives the information needed to process payments, maintain payment security and meet its own legal obligations. Do not send full card details or security codes by email, enquiry form or to the AI assistant. You can contact us about your schedule or cancel recurring collection authority through us or your card issuer.
Calls to our main number
Our main enquiry number, 07360 277510, routes to our CRM, where an AI assistant may answer first. Information you give during the call is used to handle your enquiry, arrange follow-up and provide the requested service. Relevant enquiry details may be held in our customer-management system and accessed by the team. Please ask to speak with the team if you need help beyond the assistant.
We use this information on the enquiry, contract and legitimate-interest bases explained above. An AI-assisted initial conversation does not itself determine whether your project is accepted. Please avoid sharing card details or unnecessary sensitive information. Any recording or transcription arrangements must be explained when applicable.
Who receives information and overseas processing
We share necessary information with authorised staff and job operatives; relevant suppliers, delivery or installation partners; hosting, email, CRM and booking providers; and accountants, insurers, legal advisers, appropriately engaged debt recovery providers, courts or authorities where necessary and lawful. We limit what is shared to the purpose. We do not sell your personal information.
Some technology providers operate internationally, including in the United States. Restricted overseas transfers require an applicable UK adequacy arrangement or appropriate safeguards, such as the UK International Data Transfer Agreement or UK Addendum, and any required assessment. Contact us for information about the arrangements relevant to your data and a copy of applicable safeguards, with confidential details removed where necessary.
How long we keep information
We keep enquiry details while the request and reasonable follow-up remain active, then review whether they are still needed. Accepted quotation, invoice and job records are kept for applicable accounting and tax requirements and as needed for warranties, insurance, complaints or legal claims. Company accounting records are normally required for six years from the end of the relevant company financial year, sometimes longer. Warranty evidence may need to remain for the relevant cover period.
Other correspondence, technical logs and photographs are retained according to their purpose, security needs, ongoing disputes and applicable legal requirements, rather than indefinitely. We delete or anonymise information when it is no longer needed. A minimal record of an opt-out may be retained so we can respect it. Ask us about the retention applicable to your particular record.
Marketing and your right to object
You can object to direct marketing at any time. Email us or use the unsubscribe option in the message. Enquiries and booking requests are not automatic consent to unrelated advertising. Promotional email or text messages to individuals require consent unless a lawful existing-customer exception applies, including the required opt-out opportunities. Necessary booking, quotation and job messages are distinct from promotional messages.
Your rights and complaints
Depending on the circumstances, you can request access, correction, deletion, restriction or transfer of your personal information, and object to processing based on legitimate interests. You can withdraw consent at any time; this does not affect processing already lawfully carried out. Some records must be retained for legal reasons. We may need proportionate identity checks before acting on a request.
Contact info@saygrass.co.uk with your request or privacy complaint. We normally respond to rights requests within one month; lawful extensions or clarification requirements may apply, and we will explain these. This website does not make decisions with legal or similarly significant effects solely by automated processing.
You can also complain to the Information Commissioner’s Office. You do not have to complete our complaints process before approaching the ICO.
Keeping this notice current
We review this notice when website features, providers or data uses change. Material changes will be explained where appropriate and fresh consent obtained when required. The date above identifies this version. See our cookie policy for device storage, review and Google measurement preferences.