Privacy Policy

1. Information We Collect

We collect information that you provide directly to us, such as when you:

• Contact us for emergency plumbing services
• Request a quote or estimate
• Book an appointment
• Provide feedback or make a complaint
• Visit our website

2. Types of Personal Data

The personal information we may collect includes:

• Name and contact details (phone number, email address)
• Property address and access information
• Details of the plumbing issue or service required
• Payment information
• Communication preferences
• Website usage data and cookies

3. How We Use Your Information

We use the information we collect to:

• Provide emergency plumbing services
• Respond to your inquiries and requests
• Schedule appointments and dispatch engineers
• Process payments and maintain financial records
• Send service confirmations and updates
• Improve our services and website
• Comply with legal obligations

4. Data Sharing and Disclosure

We do not sell, trade, or otherwise transfer your personal information to third parties without your consent, except in the following circumstances:

• Service Providers: We may share information with trusted third-party service providers who assist us in operating our business (e.g., payment processors, IT services)
• Legal Requirements: We may disclose information if required by law or to protect our rights and safety
• Emergency Situations: In emergency situations, we may share information with emergency services or relevant authorities
• Business Transfers: In the event of a business sale or merger, your information may be transferred as part of the transaction

5. Cookies and Analytics

Our website uses cookies and similar technologies to enhance your browsing experience and analyze website usage:

Essential Cookies

These cookies are necessary for the website to function properly and cannot be disabled:

• Session cookies for maintaining your browsing session
• Security cookies for protecting against fraud

Analytics Cookies

We use Google Analytics to understand how visitors use our website. This helps us improve our services and user experience. Analytics cookies may collect:

• Pages visited and time spent on each page
• Referral sources (how you found our website)
• Device and browser information
• General location data (city/country level)

Managing Cookies

You can control and manage cookies through your browser settings. However, disabling certain cookies may affect website functionality.

6. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of sensitive data
• Regular security assessments
• Access controls and authentication
• Staff training on data protection
• Secure data storage and transmission

7. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this policy, including:

• Service records: 7 years (for warranty and legal purposes)
• Financial records: 6 years (for tax and accounting purposes)
• Website analytics: 26 months (Google Analytics default)
• Marketing communications: Until you unsubscribe

8. Your Rights

Under data protection law, you have the following rights regarding your personal information:

• Access: Request a copy of the personal data we hold about you
• Rectification: Request correction of inaccurate or incomplete data
• Erasure: Request deletion of your personal data (subject to legal requirements)
• Portability: Request transfer of your data to another service provider
• Objection: Object to processing of your data for certain purposes
• Restriction: Request limitation of data processing

9. Marketing Communications

We may send you marketing communications about our services if you have provided consent or if we have a legitimate interest. You can opt out of marketing communications at any time by:

• Clicking the unsubscribe link in our emails
• Contacting us directly
• Updating your preferences in your account

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of these external sites. We encourage you to review their privacy policies.

11. Children's Privacy

Our services are not intended for children under 16 years of age. We do not knowingly collect personal information from children under 16. If you believe we have collected such information, please contact us immediately.

12. International Data Transfers

Your personal information is processed and stored within the European Economic Area (EEA). If we need to transfer your data outside the EEA, we will ensure appropriate safeguards are in place.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the updated policy on our website and updating the "Last Updated" date.

14. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

• Phone: 01206 205940
• Address: The Colchester Centre, Hawkins Rd, Colchester, CO2 8JX
• Email: [email protected]

15. Complaints

If you are not satisfied with our response to your privacy concerns, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.