Alpha Appliances — Privacy Policy

1. Introduction

Alpha Appliances Ltd ("we", "us", or "our") is committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, store, and protect your information when you use our appliance repair services or visit www.alphaappliances.co.uk.

We are the data controller responsible for your personal data. This policy complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our Website and services, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and sharing of your information as described in this Policy.

2. Information We Collect

2.1 Information You Provide to Us

When you book our appliance repair services or contact us, we may collect:

• Personal identification information: name, email address, phone number, postal address.
• Service details: appliance type, brand, model, fault description, preferred appointment times.
• Payment information: billing address and payment method details (processed securely through our payment provider).
• Communication records: correspondence via email, phone, or our contact forms.
• Property information: service address (if different from billing address).

2.2 Information We Collect Automatically

When you visit our Website, we may automatically collect:

• Technical information: IP address, browser type and version, device type, operating system.
• Usage data: pages visited, time spent on pages, navigation paths, referring websites.
• Location data: general location based on IP address to determine service area eligibility.
• Cookie data: information collected through cookies as detailed in our Cookie Policy.

2.3 Information from Third Parties

We may receive information about you from:

• Payment processors: transaction confirmation and payment status.
• Service partners: information relevant to completing your appliance repair.
• Public sources: business directories if you are a commercial client.

3. How We Use Your Information

3.1 Service Delivery

We use your data to provide our appliance repair services, including:

• Processing and managing your appliance repair bookings.
• Scheduling technician appointments.
• Communicating about your service requests.
• Providing repair quotations and estimates.
• Completing appliance repairs and maintenance.

Legal basis: performance of a contract; legitimate interests.

3.2 Customer Service

• Responding to inquiries and support requests.
• Sending service updates and appointment reminders.
• Following up on completed repairs.
• Managing customer feedback and complaints.

Legal basis: performance of a contract; legitimate interests.

3.3 Business Operations

• Processing payments and managing accounts.
• Maintaining service records and repair history.
• Training and quality assurance purposes.
• Complying with legal and regulatory requirements.

Legal basis: performance of a contract; legal obligation; legitimate interests.

3.4 Marketing Communications

• Sending promotional emails about our appliance repair services.
• Providing information about special offers and seasonal maintenance tips.
• Conducting customer satisfaction surveys.

Legal basis: consent (you can opt out at any time).

3.5 Website Improvement

• Analysing website usage to improve functionality.
• Enhancing user experience and the booking process.
• Testing new features and services.

Legal basis: legitimate interests.

4. How We Share Your Information

We do not sell your personal data. We may share your information with:

4.1 Service Providers

• Payment processors for secure payment processing.
• IT service providers for website hosting and maintenance.
• Cloud storage providers for secure data storage.
• Communication platforms for email and SMS notifications.

4.2 Technicians and Engineers

Our certified technicians receive only the information necessary to complete your appliance repair, including your name, contact details, service address, and appliance details.

4.3 Legal and Regulatory Authorities

• Where required by law or to protect our legal rights.
• To comply with regulatory requirements for gas safety and electrical work.
• In response to lawful requests from public authorities.

4.4 Business Transfers

If we merge with, are acquired by, or sell assets to another company, your information may be transferred as part of that transaction. All third parties are required to maintain appropriate security measures and use your data only as instructed by us.

5. Data Retention

We retain your personal data only as long as necessary for the purposes outlined in this Policy:

• Active customer records: retained for the duration of our relationship plus 6 years for legal and accounting purposes.
• Service history: retained for 6 years to comply with warranty obligations and legal requirements.
• Payment records: retained for 7 years in accordance with HMRC requirements.
• Marketing preferences: retained until you withdraw consent or for 3 years of inactivity.
• Website analytics data: typically retained for 26 months.

After these periods, we securely delete or anonymise your personal data.

6. Your Rights

Under UK data protection law, you have the following rights:

• Right of access: to request a copy of the personal data we hold about you.
• Right to rectification: to request correction of inaccurate or incomplete personal data.
• Right to erasure: to request deletion of your personal data in certain circumstances.
• Right to restrict processing: to request that we limit how we use your data in certain situations.
• Right to data portability: to request a copy of your data in a structured, commonly used format.
• Right to object: to object to processing based on legitimate interests or for marketing purposes.
• Right to withdraw consent: where we rely on consent, you can withdraw it at any time.
• Right to lodge a complaint: you can complain to the Information Commissioner's Office (ICO) if you believe we have mishandled your data.

ICO contact details:
Website: www.ico.org.uk
Helpline: 0303 123 1113

To exercise any of these rights, please contact us using the details in the Contact Us section below.

7. Data Security

We implement appropriate technical and organisational measures to protect your personal data, including:

• Encryption: data transmitted via our Website is encrypted using SSL/TLS technology.
• Access controls: limited access to personal data on a need-to-know basis.
• Secure storage: personal data stored on secure servers with regular backups.
• Staff training: regular training on data protection and security best practices.
• Supplier assessments: we vet third-party providers for appropriate security measures.

Despite our efforts, no method of transmission or storage is completely secure. If you suspect unauthorised access to your data, please contact us immediately.

8. International Data Transfers

Your personal data is primarily stored within the United Kingdom. If we transfer data outside the UK, we ensure appropriate safeguards are in place, such as:

• UK adequacy decisions for the destination country.
• Standard contractual clauses approved by UK authorities.
• Binding corporate rules or other approved mechanisms.

9. Children's Privacy

Our services are not directed at children under 18. We do not knowingly collect personal data from children. If you believe we have collected information from a child, please contact us immediately so we can delete it.

10. Third-Party Websites

Our Website may contain links to third-party websites for your convenience. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any personal information.

11. Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices, technology, legal requirements, or other operational considerations. We will notify you of significant changes by:

• Posting the updated policy on our Website with a new "Last Updated" date.
• Sending an email notification for material changes (where we have your email address).

We encourage you to review this Policy periodically to stay informed about how we protect your information.

12. Marketing Communications

If you have consented to receive marketing communications, we may contact you by email or SMS with:

• Information about our appliance repair services.
• Special offers and promotions.
• Seasonal maintenance tips and reminders.
• Customer surveys and feedback requests.

You can opt out at any time by:

• Clicking the "unsubscribe" link in any marketing email.
• Replying "STOP" to marketing SMS messages.
• Contacting us directly using the details below.
• Updating your preferences in your online account (if applicable).

You will continue to receive essential service communications even if you opt out of marketing.

13. Automated Decision-Making

We do not use automated decision-making or profiling that produces legal or similarly significant effects.

14. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact us:

We aim to respond to all privacy-related inquiries within 30 days.

15. Your Consent

By using our Website and services, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and sharing of your information as described herein, to the extent permitted by applicable law.