Privacy Policy

The short version

• We collect what you type into our forms, plus a few details about how you found our website.
• We use Google Analytics and Google Ads to see how our website and our ads are working. They use cookies.
• If you came to our website from a Google ad, you may see a different phone number. Calls to that number may be recorded, and a short message tells you so before the call connects.
• If you would rather not be recorded, hang up and call the showroom’s main number. Calls to our main numbers are not recorded.
• We do not sell your personal information.
• You can ask us to see, correct or delete your information.

Information you give us on our forms

Our website has two forms: one to request an estimate and a short contact form. Depending on the form, we ask for:

• your name, phone number and email address
• your address, city, state and ZIP code
• the date and time you would like an appointment
• the flooring products you are interested in
• a message about your project

When you send a form, it is emailed to our team and saved in our website’s database so we can follow up with you.

How we know what brought you to our website

When you arrive on our website, we note how you got here, so we can tell which ads and pages bring us customers. This includes:

• a code Google adds to the link when you click one of our Google ads (called a gclid, gbraid or wbraid)
• campaign tags in the link (called UTM tags) that show which ad or campaign you clicked
• the first page you visited on our website
• where your first visit came from, such as a search engine or another website

Our own website saves these details in a cookie on your device for 90 days. If you send us a form during that time, these details are sent along with it, so we can see which ad or page led to your request.

Cookies, Google Analytics and Google Ads

Cookies are small files a website saves in your web browser. Our website uses them for the following:

• Google Analytics shows us how people use our website, such as which pages they visit, how long they stay and what kind of device they use. We use these reports to improve the site.
• Google Ads tells us when someone clicks one of our ads and then contacts us by sending a form, calling us, or tapping an “Open in Google Maps” or “Open in Apple Maps” button for directions to a showroom. This helps us see which ads are worth paying for.
• Google Tag Manager is the tool that loads Google Analytics and Google Ads on our pages.
• Our call tracking service uses a cookie to keep showing you the same phone number while you browse (see the next section).
• Our own cookie remembers how you found us, as described above.

Google collects and uses this information under its own privacy policy. To learn more, see how Google uses information from sites that use its services.

Phone calls, call tracking and call recording

If you come to our website by clicking a Google ad, you may see a different phone number than the one on our sign or business card. This is a tracking number from our call tracking provider, CallRail. It rings the same showroom, and it helps us see which ads lead to phone calls. Visitors who did not come from a Google ad see our regular numbers.

When you call one of these tracking numbers:

• A recorded message plays first. Before the call connects, you will hear a short message saying the call may be recorded. If you stay on the line, you agree to the recording.
• The call may be recorded and transcribed. We use recordings and written transcripts to check the quality of our service and to train our team.
• Basic call details are logged, such as the number you called from, the date, time and length of the call, and which ad or page led you to call.
• Recordings and transcripts are kept for about 12 months. Only Fairfax Floors staff and our marketing partner can listen to or read them. CallRail stores them for us.
• The same message plays if you call the number later, for example after saving it to your phone.

Financing applications

If you apply for financing, you apply directly with our financing partner, Synchrony, using Synchrony’s own forms. Synchrony’s privacy policy covers the information you give them. We do not see your full credit details.

How we use your information

We use your information only to:

• answer your questions and requests
• schedule and give estimates
• plan and complete your installation
• provide warranty service
• see which ads, pages and calls bring us customers, so we spend our marketing budget wisely

Who sees your information

We do not sell your personal information.

We share it only with:

• Our team at Fairfax Floors, who need it to help you.
• Service providers that help us run our website, email, phones and marketing, such as the company that hosts our website, Google, CallRail and our marketing partner.
• Others when the law requires it, for example to respond to a court order.

How long we keep information

• Call recordings and transcripts from tracking numbers: about 12 months.
• The cookie that remembers how you found us: 90 days.
• Form submissions: as long as we need them to help you, complete your project, provide warranty service and keep our business records.
• Google Analytics and Google Ads information: Google keeps it according to its own policies and our account settings.

Your choices

• Cookies: You can block or delete cookies in your browser settings. Your browser’s help pages explain how.
• Google ads: You can control the ads Google shows you, including ads based on your interests, in Google’s My Ad Center.
• Google Analytics: Google offers a free browser add-on that stops Google Analytics from collecting your visits.
• Call recording: Call our main showroom numbers, which are not recorded.
• Your information: You can ask us to show you the information we have about you, correct it or delete it. Contact us using the details below. We may ask you to confirm who you are first, and we may need to keep some records, such as order and warranty records, for our business.

Children’s privacy

Our website is meant for adults planning flooring projects. It is not directed to children under 13, and we do not knowingly collect information from them. If you think a child has sent us information, contact us and we will delete it.

Keeping your information safe

Our website uses a secure (HTTPS) connection, and only our team and the service providers listed above can see form submissions and call recordings. No website or phone system is perfectly secure, so please do not send credit card numbers, bank details or other sensitive information through our forms.

Changes to this page

We may update this page when our website, phones or marketing tools change. The date at the top shows when it was last updated.