Privacy Policy

Effective Date: August 2025

1. Introduction

This Privacy Policy describes how Apex Appliances South West Ltd (“we”, “us”, or “our”) collects, uses, and protects your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy applies to our website and our mobile application ("the App").

Children: Our website and app are not directed at children under 13, and we do not knowingly collect personal data from children.

2. What Information We Collect

• Personal Information: Name, email, phone number, postal address.
• Booking & App Activity: Appliance type, fault description, appointment preferences, service history, booking lookups, in-app forms.
• Financial Information: Payment details processed securely via Stripe (we do not store full card numbers).
• Device & Technical Data: IP address, browser type (web), device model (app), OS version, push notification tokens, interaction logs.
• Communications: Emails, WhatsApp messages, support chats, feedback forms.

3. How We Use Your Information

• To process and manage repair bookings made via the website or app.
• To communicate appointment details, confirmations, and service updates.
• To send push notifications (only if you opt in) for booking status changes.
• To process secure payments via Stripe.
• To respond to customer enquiries.
• To improve our website, mobile app, systems, and customer experience.
• To send occasional marketing or promotional communications (only with your consent).
• To meet legal obligations and prevent fraud.

4. Legal Basis for Processing

We process your personal data based on:

• Consent — explicit permission (push notifications, marketing).
• Contract — to fulfil a service you have requested (repair booking).
• Legal Obligation — where required by law (tax, fraud prevention).
• Legitimate Interests — for customer service, operational efficiency, and safety.

5. Sharing Your Information

• Our vetted engineers and subcontractors, to complete your service.
• Payment processors (e.g. Stripe) to handle transactions.
• IT and hosting providers for system support.
• Analytics and notification providers.
• Law enforcement or regulators, if required by law.

6. Data Retention

We keep booking/service records for 6 years (legal requirement). Unused customer data (no bookings/enquiries) is deleted or anonymised after 12 months.

7. Your Data Rights

• Access a copy of your data.
• Request correction or deletion of your data.
• Withdraw consent at any time (where applicable).
• Object to or restrict processing.
• Complain to the ICO.

8. Cookies & Tracking

Our website uses cookies. The app may collect equivalent anonymous usage stats. You can manage your preferences in your browser or device settings.

9. Data Security

• HTTPS encryption for all traffic.
• Secure servers & encrypted databases.
• Role-based staff access.
• Regular monitoring & updates.

10. Third-Party Links

Our website/app may link to third parties. We are not responsible for their privacy practices.

11. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be published here with a revised effective date.

12. Contact Us

For any questions, contact our Data Controller at: info@apexappliancessouthwestltd.com 📞 0117 427 8954