Introduction
Manako Plumbing & Heating ("we," "us," "our," or "Company") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, including any other media form, media channel, mobile website, or mobile application related or connected thereto (collectively, the "Site").
Please read this Privacy Policy carefully. If you do not agree with our policies and practices, please do not use our Site.
1. Information We Collect
1.1 Information You Provide Directly
We collect information you voluntarily provide when you:
- Complete our quote request form
- Contact us via phone or WhatsApp
- Send us emails or messages
- Request emergency services
- Subscribe to our communications
This information may include:
- Full name
- Phone number
- Email address
- Postal address and postcode
- Property details (type, age, condition)
- Details about your plumbing or heating issue
- Service preferences and urgency
1.2 Information Collected Automatically
When you visit our Site, we automatically collect certain information about your device and browsing activity:
- IP address
- Browser type and version
- Operating system
- Pages visited and time spent on pages
- Referring URL and exit pages
- Device identifiers
- Cookie data
2. How We Use Your Information
We use the information we collect for the following purposes:
- Service Delivery: To provide emergency plumbing and heating services, process quotes, and schedule appointments
- Communication: To contact you about your service request, provide updates, and send confirmations
- Invoicing: To create invoices and process payments
- Site Improvement: To understand how users interact with our Site and improve functionality
- Customer Support: To respond to inquiries and provide assistance
- Marketing: With your consent, to send promotional materials and service updates
- Compliance: To comply with legal obligations, court orders, and regulatory requirements
3. Legal Basis for Processing (GDPR)
Under UK GDPR, we process your data on the following legal bases:
- Contract Performance: Processing necessary to perform services you've requested
- Legal Obligation: Processing required by law (e.g., invoicing, tax records)
- Consent: Where you've explicitly consented to marketing or additional contact
- Legitimate Interests: Processing for Site improvement and security (where not overridden by your rights)
4. Data Sharing and Disclosure
We DO NOT share your personal data with third parties except when necessary for:
- Service provision (e.g., payments processors)
- Legal compliance (e.g., law enforcement, regulatory bodies)
- With your explicit written consent
We will never sell, rent, or lease your personal information to external parties for marketing purposes.
5. Data Retention
We retain your personal data for the following periods:
- Service Records: 6 years (for invoicing and warranty purposes)
- Quote Requests: 2 years
- Marketing Communications: Until you unsubscribe
- Site Analytics: 12 months
After these periods, data is securely deleted or anonymized. You may request deletion at any time by contacting us.
6. Your Rights Under GDPR
You have the following rights:
- Right to Access: Request a copy of your data
- Right to Correction: Request corrections to inaccurate data
- Right to Erasure: Request deletion of your data ("right to be forgotten")
- Right to Restrict Processing: Limit how we use your data
- Right to Data Portability: Receive your data in a portable format
- Right to Withdraw Consent: Withdraw consent for marketing at any time
- Right to Object: Object to processing for legitimate interests
To exercise these rights, contact us at the address below. We will respond within 30 days of your request.
7. Security Measures
We implement industry-standard security measures to protect your data:
- SSL/TLS encryption for all data in transit
- Secure password protection for accounts
- Restricted access to personal data (staff only when necessary)
- Regular security audits
- Secure data storage with backup systems
However, no system is 100% secure. We cannot guarantee absolute security of your information.
8. Cookies
Our Site uses cookies to enhance your experience. See our Cookie Policy for detailed information about cookie usage, types, and how to manage your preferences.
9. Third-Party Links
Our Site may contain links to third-party websites. We are not responsible for the privacy practices of external sites. Please review their privacy policies before providing personal information.
10. Children's Privacy
Our Site is not intended for children under 18. We do not knowingly collect data from children. If we become aware of data collection from a minor, we will promptly delete it.
11. Changes to This Policy
We may update this Privacy Policy periodically. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our Site constitutes your acceptance of changes.
12. Contact Us
For questions about this Privacy Policy or to exercise your data rights, contact:
Manako Plumbing & Heating
WhatsApp: +44 7877 938066
Or use our contact form
If you're unsatisfied with our response, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk.