Communication Policy
Last updated: 8th July 2026
Furrr, a trading style of Incubated Ltd, is committed to communicating with our customers and members in a transparent, respectful and lawful manner.
This Communication Policy explains how and when we may contact you, the communication channels we use, your choices regarding marketing communications, and how we comply with the UK General Data Protection Regulation (UK GDPR), the Privacy and Electronic Communications Regulations (PECR) and other applicable legislation.
This policy should be read alongside our Privacy Policy and Cookie Policy.
1. Who this policy applies to
This policy applies to anyone who:
- visits our website;
- contacts us;
- requests information or a quotation;
- purchases or uses our services;
- fills out a form on our website and consents to this policy;
- becomes a member;
- subscribes to marketing communications;
- otherwise communicates with us.
2. Our communication principles
Whenever we communicate with you, we aim to ensure our communications are:
- lawful;
- relevant;
- proportionate;
- accurate;
- respectful of your communication preferences;
- secure;
- easy to opt out of where appropriate.
We will never knowingly send communications in breach of UK GDPR or PECR.
3. Types of communications we send
We may contact you for several different reasons.
Service Communications
These are communications necessary to provide or manage our services.
Examples include:
- responding to enquiries;
- quotations;
- booking confirmations;
- appointment reminders;
- membership confirmations;
- payment confirmations;
- invoices;
- receipts;
- renewal reminders;
- service updates;
- important changes to our services;
- security notifications;
- legal or regulatory notices.
These communications are not considered direct marketing and cannot always be opted out of while you continue to use our services or remain a member.
The lawful basis for these communications is generally:
- performance of a contract;
- taking steps before entering into a contract;
- legal obligation;
- legitimate interests.
Membership Communications
If you become a member, we may send communications relating to your membership, including:
- membership updates;
- benefits available to members;
- member-only events;
- changes affecting your membership;
- account management information;
- renewal reminders;
- newsletters relating to your membership.
Where these communications are necessary to administer your membership, they are treated as service communications.
Marketing Communications
Marketing communications promote our products, services, events or campaigns.
Examples include:
- special offers;
- promotions;
- competitions;
- newsletters;
- new services;
- seasonal campaigns;
- educational content;
- invitations to events.
Where required by law, we will only send marketing communications where you have provided your consent or where another lawful basis is available under UK law.
Every marketing email or SMS will include a simple way to unsubscribe.
You may withdraw your consent at any time.
Selected Partner Offers
From time to time we may wish to tell you about carefully selected products or services offered in partnership with trusted organisations where we believe they may be of genuine interest to our members.
Where required by law, we will only send these communications where you have consented to receive them or where otherwise permitted under applicable legislation.
Unless you have separately agreed, we will not provide your personal information to third-party organisations for their own direct marketing.
Where we promote a partner offer, the communication will normally be sent by Furrr rather than by the partner directly.
4. Communication channels
Depending upon your relationship with us and your communication preferences, we may contact you using:
We will only use communication methods permitted by applicable legislation.
5. Telephone communications
We may contact you by telephone regarding:
- enquiries;
- quotations;
- appointments;
- bookings;
- customer support;
- membership administration;
- customer satisfaction;
- service updates.
Where calls are made for marketing purposes, we will comply with the Privacy and Electronic Communications Regulations (PECR), including checking relevant preference services where required and maintaining our own suppression list of individuals who have asked not to receive marketing calls.
If you ask us not to call you for marketing purposes, we will respect your request.
6. Email communications
Emails may include:
- responses to enquiries;
- booking confirmations;
- receipts;
- invoices;
- service information;
- membership updates;
- newsletters;
- marketing communications where permitted.
Marketing emails will always include an unsubscribe facility.
Service emails relating to your account or membership may still be sent where necessary even if you unsubscribe from marketing.
7. SMS communications
SMS messages may be used for:
- appointment reminders;
- booking confirmations;
- authentication codes;
- urgent service notifications;
- marketing messages where permitted by law.
Marketing SMS messages will include instructions explaining how you can opt out.
8. Postal communications
We may occasionally send information by post, including:
- invoices;
- legal notices;
- membership packs;
- service information;
- promotional material where permitted under applicable legislation.
You may object to receiving postal marketing at any time.
9. Communication preferences
You remain in control of your communication preferences.
You may:
- unsubscribe from marketing emails;
- opt out of SMS marketing;
- ask not to receive marketing telephone calls;
- object to postal marketing;
- update your communication preferences at any time by contacting us.
Updating your marketing preferences will not prevent us from sending communications that are necessary to administer your membership or provide our services.
10. Frequency of communications
We aim to communicate only as often as reasonably necessary.
The frequency of communications will depend on:
- your membership status;
- services you have requested;
- enquiries you have made;
- marketing preferences you have selected;
- legal or regulatory requirements.
We do not deliberately send excessive or repetitive marketing communications.
11. Communication records
To help us administer your account and demonstrate compliance with UK data protection legislation, we may keep records of:
- communications sent to you;
- delivery information where available;
- communication preferences;
- consent records;
- unsubscribe requests;
- telephone call notes;
- customer service interactions.
These records are retained in accordance with our Privacy Policy.
12. Third-party service providers
We may use trusted third-party providers to help us communicate with you, including providers of:
- email delivery;
- SMS messaging;
- customer relationship management (CRM);
- telephone systems;
- appointment scheduling;
- marketing automation.
These organisations process personal information on our behalf under appropriate contractual and security obligations.
13. Changes to your preferences
You can change your communication preferences at any time by contacting:
Email [email protected]We aim to update communication preferences as soon as reasonably practicable and no later than required by applicable law.
14. Complaints
If you have any concerns about our communications or believe you have received communications you should not have received, please contact us first so we can investigate and resolve the matter.
If you remain dissatisfied, you have the right to complain to the Information Commissioner's Office (ICO).
15. Changes to this policy
We may update this Communication Policy from time to time to reflect changes in legislation, regulatory guidance or our business practices.
The latest version will always be available on our website.