Terms and Conditions
By making payment for our products/services, you acknowledge and agree that all payments made are non-refundable. This includes any upfront or recurring fees, as well as any taxes or other charges. We do not offer refunds or credits for any reason, including but not limited to, changes in your circumstances, dissatisfaction with the product/service, or cancellation of the product/service.
Why do you need my information?
The data you provide to us will be used to provide our services to you and any information supplied to us over the telephone, email and via our website allows us to deal with your enquiries.
What basis do you have for holding my information?
We will be processing your information to allow us to fulfil our contract with you or our client and to fulfil our contractual obligations. We only process data in a way that you would expect us to and which allows us to deliver our services to you.
Do you have to collect this information? What happens if I don’t give it you?
The information you provide to us helps us to work with you and fulfil our obligations. Additional information provided to us helps us to offer a tailored service and not providing this information will mean we may not be able to offer all of our services to you.
What information do you collect and what is it for?
We collect and hold a range of information about you. The below outlines the information we collect from you and the ways in which this is used:
- Your contact details and the contact details of people associated with your account: information that allows us to contact you directly such as your name, email address, telephone number and addresses associated with your account or order
- Account information and details of other people linked to your account: information about your account including your login details for websites, age, gender, date of birth, unique account number, unique customer identification, contract details, household details, property type, nominated contacts and their details, premise details, repairs and service history, complaints details, incident details, and dispatch appointment details
- Vulnerability information: information that allows us to understand whether you are in a vulnerable situation, including health and disability information
- Records of your discussions with our customer helpline teams, including call recordings and emails: when you contact us, request an appointment, ask us questions or make a complaint we will keep a record of this.
Is my information secure?
Our obligations as a controller of your data means we have to make use of technology to ensure data is safe and secure and we are committed to this. If information can be held electronically we will keep information secure on our central services although we may hold paper information in some circumstances, and we ensure appropriate physical protection to your data.
Who else will see my data?
We take holding your data very seriously and we will only share information if it is required, for example if we need to contact any contractors. In order for us to fulfil our obligations to you and provide our services we share data with:
- Contractors who deliver repairs and improvements
- IT providers who manage the computers, phones or systems we use
- Our out of hours service providers
- Our professional advisors such as auditors
- Police, Fire and health authorities if necessary
We do not give anyone else access to your information in return for payment, for marketing or commercial purposes.
Information will not be shared with anyone who claims to represent you unless we are satisfied they have been appointed by yourself or they are acting in an official capacity. We may make checks to confirm the legitimacy of their approval.
What rights do I have?
The data protection laws gives you specific rights around your data and you have the right to ask us not to process some of your information, this may mean we are unable to provide services to you. You have the rights:
- to be informed about what we do with your personal information
- to get a copy of the information we hold about you (this is known as a subject access request)
- to ask us to correct information that is wrong
- to stop us from doing certain things with your information, for example if you think the information is wrong
- to object to us using it for marketing
- to get us to delete your information in certain circumstances
- to get an electronic copy of your information so that you can send it to another company
- to object to any important decisions being taken about you automatically.
You have the right to make a complaint at any time to your local supervisory authority. In the UK that is the Information Commissioner’s Office (ICO) (www.ico.org.uk) and in Ireland that is the Data Protection Commission (DPC) (www.dataprotection.ie).
We would, however, appreciate the chance to deal with your concerns before you approach the ICO or the DPC; so please contact us in the first instance by emailing [email protected], or writing to our Data Protection Officer at Greenview, Unit 1, Greenview Business Park, Edgar Road, Carryduff, BT8 8NB
How do I access information you hold about me?
You have legal right to access information that we hold about you. If you ask us we will need to see proof of identification before we can process your request. You can ask any of our colleagues or write to our Data Protection Officer at Greenview, Unit 1, Greenview Business Park, Edgar Road, Carryduff, BT8 8NB or email [email protected].
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
We will respond to your request within one calendar month.
When we provide services, we want to make them useful and easy to use. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies.
Most web browsers automatically accept cookies, but if you prefer, you can change your browser to prevent that. You are not obliged to accept cookies and you can adjust your browser’s setting to prevent it from accepting cookies on your computer. You can learn more about these small files and how to manage them yourself on www.aboutcookies.org.
However, you may not be able to take full advantage of our website if you do disable cookies. Cookies are specific to the server that created them and cannot be accessed by other servers, which means they cannot be used to track your movements around the web. Although they can be used to store information which may identify a user’s computer, they cannot be used to identify you personally. These pieces of information are used to improve services for you through, for example enabling a service to recognise your device so you don’t have to give the same information several times during one task or recognising that you may already have given a username and password so you don’t need to do it for every web page requested.