Privacy Policy

Who we are

Gaston Plumbing Ltd is the data controller responsible for the personal information described in this policy. This means we decide why and how that information is used.

Information we collect

Depending on how you interact with us, we may collect:

• Identity and contact details, including your name, address, email address and telephone number.
• Property and access details, including the service address, access arrangements, occupancy information and relevant property details.
• Enquiry, booking and job information, including the problem reported, appointment details, quotations, job notes, reports, recommendations and work completed.
• Technical investigation information, including plumbing test results, moisture readings, thermal images, photographs, videos and other evidence reasonably required for the work.
• Payment and transaction information, including charges, invoices, payment status and limited payment references. We do not intentionally store full card details when a payment provider processes them.
• Communications, including emails, telephone notes, website forms, text messages, WhatsApp messages, complaints and feedback.
• Website and device information, which may include IP address, browser, device information, pages viewed, referral source and cookie preferences.
• Marketing preferences, including whether you have agreed to receive updates and whether you have opted out.

How we collect information

We may collect personal information:

• directly from you through our website, email, telephone, WhatsApp, text message or in person;
• when you request a quotation, make a booking, pay an invoice or use our services;
• from a landlord, tenant, managing agent, estate agent, insurer, loss adjuster, contractor or another person arranging or assisting with the work;
• from publicly available sources where appropriate; and
• automatically through cookies and similar technologies when you use our website.

If another person provides us with your information, we will use it only where there is a proper reason to do so and will provide privacy information when required.

How and why we use your information

We use personal information only where we have a lawful basis under applicable data protection law.

Where we rely on legitimate interests, we consider whether the use is necessary and balance our interests against your rights and reasonable expectations.

Photographs, videos and investigation reports

We may take photographs, videos, thermal images, readings or other records of the property where reasonably necessary to diagnose a fault, document conditions, prepare a report, support recommendations, evidence completed work or deal with an insurance matter or dispute.

We aim to avoid capturing people or unrelated personal belongings. We will not use identifiable job photographs for advertising, social media or public case studies without an appropriate lawful basis and, where required, your permission.

Who we share information with

Where reasonably necessary, we may share personal information with:

• our employees, engineers, approved subcontractors and service partners;
• website, email, communications, cloud storage, job-management and IT providers, which may include Squarespace, Google and WhatsApp/Meta;
• banks, payment processors, accountants and professional advisers;
• insurers, loss adjusters, claims handlers, landlords, tenants, managing agents or estate agents where authorised or otherwise lawful and necessary;
• suppliers and specialist contractors required to quote for or complete the work;
• debt-recovery providers, solicitors, courts and parties involved in a dispute or legal claim;
• regulators, law-enforcement bodies, emergency services or public authorities where required or permitted by law; and
• a purchaser or adviser if we sell, transfer or reorganise all or part of the business.

We require service providers handling information for us to protect it and use it only for authorised purposes. We do not sell your personal information.

International transfers

Some service providers may process or store information outside the United Kingdom. Where personal information is transferred internationally, we take reasonable steps to ensure an appropriate safeguard is in place, such as UK adequacy regulations, approved contractual safeguards or another lawful transfer mechanism.

How long we keep information

We keep personal information only for as long as reasonably necessary, including to meet legal, accounting, insurance and dispute-resolution requirements.

When information is no longer required, we will delete it securely or anonymise it.

Cookies and similar technologies

Our website may use cookies and similar technologies to:

• make the website function securely;
• remember choices and cookie preferences;
• understand website performance and visitor activity; and
• support advertising or embedded third-party services, if enabled.

Strictly necessary technologies may operate without consent where the law permits. We request consent before using optional cookies or similar technologies where consent is required. You can accept, reject or manage optional technologies using our website cookie controls and can also adjust your browser settings.

Marketing communications

We may contact you about our services where you have consented or where the law otherwise permits. You can stop receiving marketing at any time by using an unsubscribe option, replying with your request or emailing info@gaston-leakdetection.co.uk.

Opting out of marketing will not stop service-related communications about an enquiry, booking, job, payment, report, warranty or complaint.

Your data protection rights

Depending on the circumstances, you may have the right to:

• request access to the personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to delete your information;
• ask us to restrict how we use your information;
• object to certain uses of your information;
• request transfer of information you provided to us in a usable format;
• withdraw consent at any time where we rely on consent; and
• complain to the Information Commissioner's Office.

These rights are not absolute and may depend on the lawful basis and circumstances. We may need to verify your identity. We normally respond to valid requests within one month and do not usually charge a fee.

Complaints

Please contact us first if you have concerns so that we can try to resolve them.

You also have the right to complain to the Information Commissioner's Office, the UK regulator for data protection.

Security

We use reasonable organisational and technical measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or destruction. Access is limited to people and service providers who need the information for legitimate business purposes.

No internet or storage system is completely secure. If we become aware of a personal-data breach, we will investigate and notify affected individuals and the regulator where required by law.

Other information

Automated decisions

We do not currently use personal information to make solely automated decisions that produce legal or similarly significant effects on you.

Children

Our website and services are not directed at children, and we do not knowingly collect personal information directly from children through the website. A parent, guardian, landlord or other responsible adult should arrange services involving a child's home or personal information.

Third-party websites

Our website may link to third-party websites or services. Those organisations operate under their own privacy policies, and we are not responsible for their privacy practices.

Changes to this policy

We may update this policy when our services, website technology or legal obligations change. The latest version will be published on our website with the updated date shown at the top.