Privacy policy
Last updated: 10 June 2026
MetroCool is a trading name of Lin & Song Ltd, registered in England & Wales (company no. 14924756), registered office: 49 Fairmount Road, London SW2 2BJ. VAT no. 494809442. We are the “data controller” of the personal information described below. Questions or requests: hello@metrocool.co.uk.
What we collect
When you get a quote, book an installation, track an order or contact us, we collect:
- Your name, email address and phone number.
- Your installation address and postcode, and details about your property and rooms (used to price and plan the installation).
- Your booking details — chosen product, installation date and time, order number, and any notes you give us.
- Payment and refund records. Card payments are processed by Stripe; we never see or store your card number.
- Messages you send us (contact form, email, WhatsApp or phone).
How we use it (and our lawful bases)
- To perform our contract with you — providing quotes, taking your deposit, ordering and delivering your unit, carrying out the installation, invoicing the balance, and sending service emails about your order (confirmations, status updates, invoices, cancellation confirmations).
- To comply with the law — keeping financial and VAT records.
- Legitimate interests — responding to enquiries, preventing fraud (via Stripe), and keeping basic records of past work for warranty and aftercare.
We do not send marketing emails, and we do not sell or share your data for advertising.
Who we share it with
- Stripe — payment processing, invoicing and refunds (your name, email, address and order details are stored with your payment records).
- Our equipment supplier and their couriers — your name, delivery address and contact number, so your unit can be delivered to you before install day.
- Google Workspace — our email system, used to send and receive messages about your order.
- getAddress.io — when you use the address finder, your postcode is sent to this UK address-lookup service to list matching addresses.
- Vercel — hosts this website.
These providers act under their own security obligations and only receive what they need. Some (such as Stripe and Google) may process data outside the UK, with appropriate safeguards in place.
How long we keep it
Order, invoice and payment records: 6 years after the tax year they relate to (HMRC requirement). General enquiries that don't become orders: up to 2 years. Quote answers saved in your browser (we use your browser's session storage to remember quote progress) stay on your device and clear when you close the tab.
Cookies
We don't use advertising or analytics cookies. Stripe sets strictly-necessary cookies during checkout for security and fraud prevention. That's it.
Your rights
You can ask us for a copy of your data, ask us to correct or delete it, object to or restrict our use of it, and ask for it in a portable format. Email hello@metrocool.co.uk and we'll respond within one month. If you're unhappy with how we handle your data, you can complain to the Information Commissioner's Office: ico.org.uk.
Order tracking
Our order-tracking page lets anyone with your order number and installation postcode see your order's progress (status steps and install date only — never your name, contact details, full address or payment details). Keep your confirmation email safe.
Changes
If we change this policy we'll update this page and the date above. Significant changes affecting an active order will be emailed to you.