We collect only what we need to understand your enquiry, arrange a booking, and deliver the service. Below, you can also read the terms that apply when Shouna confirms a booking.
Who is responsible
Shouna, operated by Shangshang Gu, is responsible for the personal information described here. You can contact us at hi@shouna.co.uk.
What we collect
We may collect your name, email address, phone or messaging details, nearest station, preferred dates, preferred start time, your estimate of session length, project description, booking status, correspondence, and optional photographs or short videos of the space that you send by replying to our email. After confirmation, we may also need the service address, the agreed session length, and information required to deliver and account for the work.
Why we use it
We use this information to respond to you, assess the work, provide an estimate, manage availability, prevent booking clashes, arrange and deliver a service, keep appropriate business records, and protect our website and accounts.
Our usual lawful basis is taking steps at your request before entering a contract, or performing our contract with you. We may also rely on legitimate interests for proportionate business administration and security, and on legal obligations for records we must keep. We use separate consent for portfolio, social-media, or other marketing use.
Photos and short videos
There is no image upload on the form. After you send an enquiry or preferred day, our receipt invites you to reply with a few optional, space-only photographs or one short video. Photos always help us understand the scope, but you can continue the conversation without them.
Please avoid or cover faces, children, mail and address labels, screens, identity documents, financial, medical or legal papers, family photographs, and anything unrelated to the work. Keep videos short and avoid spoken names or private conversations.
We use service-assessment images only to understand the scope, prepare an estimate, and plan or deliver your session. We do not use them for facial recognition, automated profiling, or AI training. We do not publish them or use them for marketing unless you give separate, specific written permission, which you may withdraw for future use.
Who processes the information
We use selected service providers to run Shouna: Cal.com for booking requests, Google Calendar for confirmed availability, Namecheap Private Email for messages and attachments, Vercel for website hosting, and Cloudflare Turnstile to protect public forms from automated abuse. If you choose WhatsApp, WeChat, or RedNote, that service will also process your communication under its own privacy terms.
We do not sell your information. We may disclose it to professional advisers or authorities when reasonably necessary or required by law. Some providers may process information outside the UK; where UK transfer rules apply, we rely on the safeguards made available by those providers. You can ask us for more information.
How long we keep it
- Photos and videos for an enquiry that does not proceed: up to 30 days after the enquiry closes.
- Photos and videos for a completed job: up to 90 days after completion.
- Unsuccessful or inactive enquiry details: normally up to 12 months after the last contact.
- Booking, service, invoice, and payment records: up to six years when needed for tax, accounting, or legal purposes.
- Images covered by separate marketing consent: until that consent is withdrawn or the material is no longer needed, with periodic review.
We may keep information longer where needed for a live complaint, dispute, insurance matter, or legal obligation.
Your choices and rights
Depending on the circumstances, you may ask us for a copy of your information, correct it, delete it, restrict its use, object to its use, or receive certain information in a portable form. To make a request or withdraw marketing consent, email hi@shouna.co.uk. We may need to confirm your identity before acting.
If you remain unhappy, you can complain to the Information Commissioner’s Office.
Website data
Shouna does not currently use advertising or behavioural-analytics cookies. Our hosting provider may process basic technical logs needed to deliver and protect the site. Cloudflare Turnstile may process limited browser, device, and network signals to distinguish people from automated traffic; it does not receive the words you enter in Shouna’s forms. Third-party services you choose to open may use their own cookies and logs.
Changes
We may update this notice when our services or providers change. The latest version will appear on this page with its revision date.
A request is not yet a booking
Submitting a date through the website sends Shouna a request. It does not reserve the date or create a confirmed booking. A booking becomes confirmed only when Shouna agrees the date, duration, scope, and price with you in writing.
What we agree
Before the session, we will confirm the work, date, expected duration, and price. We will agree any additional purchases or other costs with you before incurring them. Shouna will provide the service with reasonable care and skill.
Your home and belongings
Please provide safe access to the agreed space and tell us about any hazards that could affect the work. You remain responsible for decisions about what to keep, donate, recycle, sell, or discard. We will not remove an item without your agreement.
Cancelling or rescheduling
Please give at least 24 hours’ notice if you need to cancel or reschedule. Email hi@shouna.co.uk and we will handle late changes directly with you. This notice request does not reduce any cancellation rights the law gives you.
Where a 14-day statutory cancellation period applies to a service booked at a distance or away from our premises, you may cancel during that period without giving a reason. If you ask us to start during those 14 days, we will ask for your express request. If you then cancel after work has begun, you may need to pay a proportionate amount for the service already supplied. The statutory right may end after the service has been completed in full if you expressly requested an early start and acknowledged that consequence.
To cancel, send a clear statement by email. You may write: “I give notice that I cancel my Shouna service agreed on [date], for the booking on [date].” Include your name and contact details. You do not have to use these exact words.
The Shouna Promise
If life gets in the way after a session, a second Shouna session within three months is 20% off. We will confirm the new session and its price with you before booking it.
Your legal rights
Nothing in these terms limits your statutory consumer rights. If something goes wrong, contact hi@shouna.co.uk so we can discuss a fair solution.
