Privacy Policy for www.a-plumber.co.uk

16 October 2018

a plumber Superhero is as dedicated to shielding the privacy of our clients and website visitors. We know the importance of the privacy and security of information which identifies you, and take your privacy seriously. This Privacy Policy defines data processing of personal records in accordance with General Data Protection Regulations.

The scale of our Privacy Policy

This policy is applicable to all areas processing personal records containing personal data through a plumber Superhero.

Our business details as a Data Processor/Controller

We trade as “a plumber Superhero” and our registered business is called “a website”.

a plumber Privacy Policy

Data Controller or Processor

a plumber Superhero will be acting as a data processor or a Joint Controller when any personal information is given to a plumber Superhero under contract via a third party. We will act as a Data Controller if this is not how we receive personal information.

For us to process your enquiry we will need your consent based on your approval of this privacy policy. This is so you understand how your personal data is processed.

Collecting any personal information

You will only need to give us your personal information to get the services you have enquired about.

The following personal information may be collected, stored and processed:

Any personal information about your computer and about your visits to and use of our website including your IP address, search terms, geographical location, browser type and version, operating system, referral source, length of visit, page views, website navigation paths and any other analytics data;

Any personal information that you supply us with after speaking on the phone or via text, including your name, phone number, email address, address, contact details and your job service data;

Any personal information that you supply us with when you are registering your profile on our website or apps including your name, phone number, address, gender, date of birth, employment, service job history records;

Any personal information that you supply us with when you show interest and subscribe to any email email promotions from us;

Any personal information that you supply us with when you use any of the services available through our website, or collected during using any services we offer through us;

Any personal information that you supply us with when you need to give us feedback or make a complaint;

Any personal information we collect about you via our website, apps, telephone calls, emails, social media, advertising campaigns including any communication content and metadata linked with the communication; and

Any personal information that is give to us from other sources. For example; You may use one of the other websites that we operate in connection to this one or the other services we provide. Therefore it is possible that we could collect any data from those sites and share it internally to join with data we collect on this site. Our business works closely with third parties related to this site and other sites that we operate. For example; our Partner businesses, business partners, sub-contractors and any third party affiliate may be working alongside us) who may provide services to you on our behalf and we may receive information from them businesses about you.

It is possible that phone calls may be recorded for the purpose of training and business development. This will be used to improve our services to our users, complaints and to get consent for use of data from our users.

The use of your personal information

Any personal information the is collected via our websites, apps, phone calls, emails, social media, advertising platforms or any other sources will be used for reasons outlined in this policy.

Our business may use any personal information for our business to:

develop our website, apps or business;

share any personal information you provide regarding our tradesmen services as bookings or enquires to our third parties;

make any changes to our websites tailored to your needs;

make it possible for you to use our website and app services;

provide you with any information related to our services via email that you have requested;

Give some third parties access to statistical information about our users. However, these users will not be able to be identified by the third parties who need to use the statistical data;

To make it possible to process enquiries and complaints from any users of our platforms;

To keep our website and apps as secure as possible and to try to prevent fraud; and

To confirm your agreement with our terms and conditions that oversee the use of our website and apps. We will also need to review private messages sent through our website and apps so our platform is safe.

Our business will need to share your basic personal details to our review services to give us the ability to carry out targeted customer satisfaction reviews.

Any personal information that we collect from you for the use of the services through our website and apps is stored on our VPS. Details of the security standards can be provided if you email superhero@a-plumber.co.uk and ask about security standards for the a-website private named servers.

Any personal Information that we collect from other places could be added to the original personal information with what you provide to us with and will be dependent on the types of personal information we obtain about you.

Location information

The a plumber Superhero website and app may collect any users precise or approximate location information. This could be collected via GPS, WIFI or IP address as an example.

We may collect location information if you are a third party tradesman user when you are running our a plumber Superhero web or mobile apps. The apps could be running in the foreground or background on your device. This is to enable us to give an estimated time of arrival and tracking status update data to the client via the app.

We may collect location information if you are a client user when you are running our a plumber Superhero web or mobile apps. The apps could be running in the foreground or background on your device. This is to enable the app to give you the functionality within the app to see the estimated time of arrival to your service location selected and live tracking status updates for the tradesman you have chosen.

Tradesmen and Client users will be able to use the a plumber Superhero app if you decide to disallow location information. But, this would affect the functionality available within the app. For example; If you decide to disallow the a plumber Superhero app to collect your location information, then you will have to enter your service location address manually within the website or app. So, location information will still be collected by the tradesman even if you have not allowed a plumber Superhero to collect location information.

Revealing your personal information

It could be that we reveal your personal information to key people within our business, third parties, agents, suppliers, professional advisers, business consultants if it is necessary for the successful use and running of our services.

We could reveal your personal information to businesses affiliated with our business for the successful running of our services to you. For example; any of our trading businesses, third parties, business professionals associated to our business for the reasons above. This information could also be given to any potential merging partners, buyers or acquirers of our business trading names..

We may disclose your personal information:

(a) if we are required to do so by law;

(b) if there are any ongoing or prospective legal proceedings;

(c) if we need to set out our legal rights which could include providing personal information to others to prevent fraud or to reduce the risk of credit issues;

(d) to any buyers, investors, potential buyers or investors of any business or organisation that we are considering selling or renting to; and

(e) to any person or business that are likely to apply to the courts or authorities for that personal information where we think that the courts or authorities could order disclosure of that personal information.

(f) we will not be disclosing your personal information to any third parties, apart from what we have advised within this privacy policy.

Holding on to your personal information

In this part of the privacy policy we provide information of our data retention policies. These procedure are in place to help make sure that our business abides by our legal requirements in relation to holding your personal information and the removal of any of your personal information.

Any of your personal information that we use for whatever reason will not be held for longer than we need for that reason or those reasons.

Without prejudice to any other duties set out throughout this contract or legal duty, our business will typically remove any personal information that are within the categories that are outlined below at the date and time set out below:

(a) any sensitive personal information that may include marital status, religion, race, gender, sexual orientation, medical history, criminal history, property related details, financial status – debt, CCJ, nationality, employment status, employer details, where relevant, to which you clearly consent

(b) if you decide to ask us to delete your personal information to be compliant with GDPR Article 17;

Apart from the other requirements in this privacy policy, we will hold personal documents and personal records that includes any personal information:

(a) if that to the level that we are obligated to do this by law;

(b) if we think that any of the papers could be related to any ongoing or future legal actions; and

(c) in order to protect our legal rights which includes having to give personal information to others to reduce any financial credit risk.

Because there are no statutory time periods defined in any legislation, we have set a retention time period of 90 days from the initial time contacted.

It is possible that we hold personal information outside any of what we have outlined in the above time period to allow our business to check the efficiency of our website and apps for ongoing improvement and analysis. If we do, then the personal information will be secret and not used for any other reasons.

The safety of your personal information

Our business will take any reasonable safety measures to avoid any loss, abuse or changing of any of your personal information.

Your personal information will be stored on our company servers that have security measures in place to protect your personal information.

The personal information and data transfer though our website and apps will be encrypted when we are able to do so, to protect your personal information.

You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

You agree that transfer of information over the internet is naturally insecure. Therefore, we cannot guarantee that your personal information and data transfers over the internet can be secure.

Changes to your personal information

We may update this policy at different times by publishing a new version on our website or apps.

Please check this page when you can to make that you are happy with any changes to this privacy policy.

We could sometimes notify you when there are any changes to this privacy policy by email or through the apps.

Please let us know if the personal information that we have about you needs to be updated at any time.

Your rights and responsibilities regarding your personal information

You can tell us to give you any of the personal information that we have about you, if any of this information involves:

(a) that no payment is needed; and

(b) the giving of satisfactory proof of your identity for this reason, our businesses will sometimes be able to receive a photocopy of your passport certified by a solicitor or bank, plus an original copy of a utility bill showing your current address.

(c) We could hold back some personal information that you request to the level that is allowed by the law.

(d) You can tell us at any time not to use any of your personal information that is allowed by the law.

(e) You can tell us to delete any of your personal information, in accordance with GDPR Article 17.

(f) You do have the right to contact the UK Data Protection Authority to make a complaint, if you think that your rights have been breached in any way.

Third party websites and your personal information

Our business websites include links to, and details of, third party websites.

We do not take any responsibility for the privacy policies and procedures of third party websites if you signup with them directly. This is because we have no control over any third party websites. So if you do click a link and go through to any of these third party websites, then please be aware that the third party websites should have their own privacy policies in place. Therefore, we do not take any responsibility or liability for third party websites and their privacy policies and procedures.

Cookies and Trackers on our websites and apps

Our website uses some of the cookies and trackers outlined below.

Trackers on our websites and apps

We use Call Tracking on our websites and apps. This tracking gives us the ability to track calls from our websites and apps. By using this we can understand the marketing platforms that are performing the best for you to find the services to use on our websites and apps.

Cookies on our website and apps

Cookies are files that have an identifier (a string of letters and numbers) that are sent by a web server to a web browser and then stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

Cookies could be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, however, will expire at the end of the user session, when the web browser is closed.

Cookies do not usually contain any personal information to personally recognise you as a user. However, the personal information that we do save related to you could be joined with the personal information saved and gathered from cookies.

We use both session and persistent cookies on our website and apps. Please see below some of the reasons why they are used:

How we use cookies on our website and apps?

We use cookies to track our users behaviour on our websites and apps. For example; any pages that you click on and how you navigate around our site. This type of personal information can help us provide a better user experience for our web visitors.

We use Google Analytics cookies particularly to collect personal information in a private form, including the number of site visitors, along with details where they have come from and what pages they have visited on the site.

Session cookies. These cookies expire at the end of a browser session when the user exits the web browser. They allow website operators to link the behaviour of users during a single browser session to let them use the website.

For example, session cookies enable a website to remember that a user has placed items in an online shopping basket.

Performance Cookies

These are cookies we use to gather browsing data anonymously to allow us to track how our website is performing. The personal information collected is only used for performance related reasons.

Atlas cookies. These cookies are used to collect information about the marketing activity and the sales driven from this activity. The information is used to compile reports and to help improve the site and marketing activity. The cookies collect information in an anonymous form, including the number of clicks to the site from marketing activity, where the clicks have come from and the number of sales.

NONE of the cookies on this site contain or pass any personal, confidential or financial information or any other information that could be used to identify individual visitors or customers purchasing from our website.

Most browsers allow you to refuse to accept cookies so please check with your browser e.g. For example; Google is a browser. However, by rejecting all cookies you will find it will affect the usability of a website, meaning you wont be able to fully use the websites features, with a poorer user experience.

You can delete cookies already stored on your computer by clear your browsing data in some browsers. You must check the settings and procedures for deleting cookies from the browser you are using. However by deleting cookies it will again result in a poorer user experience on a website, meaning most features will not be available that you need.

Data protection registration for our business

We are registered as a data controller with the UK Information Commissioner’s Office.

Our data protection registration can be found here: https://ico.org.uk

Our business details

Our website and call centre are owned and operated by a plumber Superhero.

We are currently a registered business in England and Wales trading as a-website, with the trading as name of a plumber Superhero.

We operate throughout the UK as a national advertising and booking-only business and may, on some occasions do business in other countries worldwide. We have a registered business address in Swansea.

You can contact us by email on superhero@a-plumber.co.uk or by using our website contact form. We are also contactable via our website phone number published on our website.

You can email us at superhero@a-plumber.co.uk with any Data Protection questions. If you require any personal information then consent will be granted for genuine customer enquiries, consent for any other purpose is NOT granted.