Your project information stays part of the job—not the product.

Information we collect

We collect the information you submit for a quotation or order, including your name, company, contact details, project location, project requirements, drawings, photometric files, notes and chosen scope. If you use a private order workspace, we also process order messages, requests, status events and review information.

We receive limited technical and security data such as IP address, browser information and access-attempt records. Payment providers process card and bank details; LUXGRID receives transaction identifiers, amounts and payment status rather than full card details.

Why we use it

We use information to prepare quotations, deliver the agreed calculation service, assign an appropriate specialist, operate the customer workspace, process payments and refunds, provide support, prevent misuse, keep required business records and improve service reliability.

Depending on the context, processing is necessary to provide a requested service, protect legitimate security and operational interests, meet legal obligations, or act on consent where consent is required.

Who receives it

Project information is shared only with personnel and assigned specialists who need it to quote, calculate, review or support the order. In the Appoint a Specialist directory, customers see only the specialist’s first name, Lux agent code and published offer information. Customer and specialist contact details remain masked from one another inside the supervised workspace unless disclosure is necessary and authorised.

We also use service providers for hosting, file storage, email delivery, payments, fraud prevention and operational support. They may process information only for the services they provide. We do not sell personal information.

International processing

LUXGRID supports international projects and uses a distributed specialist network and cloud providers. Information may therefore be processed outside your country. We apply access controls and contractual or operational safeguards appropriate to the service and data involved.

Retention and deletion

We retain quotation, order, payment and delivery records only for as long as reasonably needed for service, security, dispute, accounting and legal purposes. Uploaded project files are kept while required to quote or deliver the work and may be retained with the order record where necessary.

When an order workspace is closed, its chat is scheduled for deletion after a seven-day administrative review period. Core transaction, scope and audit records may be kept longer. Backup deletion can take additional time.

Your choices and rights

You may ask to access, correct or delete personal information, object to or restrict certain processing, or withdraw consent where processing relies on consent. Some records must be retained for legal, payment, fraud-prevention or dispute purposes. Email your request to contact@lux-grid.com; we may need to verify your identity first.

Security and private links

We use access controls, rate limits and tokenised customer workspaces. Recovery links are sent to the registered order email and replace the prior customer link. No internet service can guarantee absolute security, so do not forward private links and notify us promptly if you believe one has been exposed.

Updates

We may update this policy as the service or legal requirements change. The current version and its update date will remain available on this page. Material changes affecting an active paid order will be handled consistently with the quotation and terms accepted for that order.