Pro Leak Detection Ltd Privacy Policy

1. Introduction

Pro Leak Detection Ltd respects your privacy. We only collect and use personal information where it is needed to respond to enquiries, manage appointments, provide leak detection services, prepare reports, administer the website or meet legal and business obligations.

This policy applies to personal information collected through our website, contact forms, email, telephone calls, customer communications and service-related activities. It is written for customers, landlords, managing agents, insurers and commercial contacts who interact with Pro Leak Detection Ltd.

2. Who We Are

Pro Leak Detection Ltd is a specialist leak detection company registered in England and Wales under company number 14770114. Our registered office is 18 East Hill, Woking, Surrey, United Kingdom, GU22 8DN.

For the purposes of UK data protection law, Pro Leak Detection Ltd is the controller of personal information we collect and use in connection with our website, enquiries and services.

3. What Personal Information We Collect

The information we collect depends on how you contact us and the type of enquiry or service involved. It may include:

• your name, email address and telephone number;
• the Property address, postcode or general location connected with an enquiry or appointment;
• details of the suspected leak, water damage, heating issue, property type or service required;
• photographs, videos or documents you voluntarily provide to help explain the issue;
• appointment notes, investigation findings, report information and related images where a service is carried out;
• billing, payment status and customer support records;
• technical website information such as IP address, browser and device information, approximate location, pages visited, page activity, cookie or pseudonymous identifiers and analytics events.

We do not ask for unnecessary sensitive personal information. If you send us information that is not needed for the enquiry or service, we will only use it where it is relevant to dealing with your request or where we are legally required to retain it.

4. How Information Is Collected

We collect information when you choose to provide it or when the website records normal technical data.

• Website forms: when you submit an enquiry, quote request or job-related form.
• Telephone: when you call us to discuss symptoms, appointments or follow-up questions.
• Email: when you send us enquiry details, documents, photographs or correspondence.
• Customer communications: including WhatsApp or other agreed communication channels where used.
• Cookies and analytics: when you visit the website and analytics tools collect usage information.
• Essential cookies: where protected admin or engineer portal pages use a session cookie after a valid login.
• Service activity: when an Engineer attends a Property and records investigation notes, images or findings.

5. How Information Is Used

We use personal information for practical business purposes connected with enquiries and services, including:

• responding to enquiries and customer questions;
• providing quotations and arranging appointments;
• carrying out leak detection surveys and related investigations;
• preparing reports, photographs, findings and service records;
• issuing invoices, managing payment records and dealing with accounts;
• providing customer support before and after attendance;
• maintaining website security, analytics and performance monitoring;
• meeting legal, tax, accounting, regulatory or insurance-related obligations.

6. Legal Basis

UK GDPR requires us to have a lawful basis for using personal information. Depending on the situation, we may rely on one or more of the following bases:

• Contract: to provide a quotation, manage a booking, carry out services or take steps requested before a service is agreed.
• Legitimate interests: to operate our business, respond to enquiries, manage customer relationships, improve the website and protect our legal position.
• Legal obligation: where we need to keep records for tax, accounting, regulatory or legal reasons.
• Consent: where we ask for specific permission, such as optional marketing or certain uses of customer-provided media.

Where we rely on legitimate interests, we consider whether our business need is fair and balanced against your privacy rights.

7. Sharing Information

We do not sell personal information. We only share information where it is necessary, proportionate and connected with providing services, operating the business or complying with the law.

Information may be shared with:

• insurers, loss adjusters or managing agents where you ask us to provide information for a claim or property matter;
• suppliers, subcontractors or technical specialists where their support is needed for the agreed service;
• Cloudflare, which hosts, secures and helps deliver the website and related functions;
• Google, where Google Analytics 4 is used to understand website usage;
• Microsoft, where Microsoft Clarity is used to understand website interactions;
• Resend, where email delivery is used for enquiry and submission notifications;
• IT, hosting, email, analytics, security and website providers, including services used to host the website and process enquiries;
• accounting or administrative providers where needed for invoicing and records;
• professional advisers such as accountants, insurers or legal advisers;
• public authorities, regulators or law enforcement where disclosure is legally required.

Some service providers may process information outside the United Kingdom. Where this happens, we use providers that are expected to apply appropriate safeguards where required by data protection law.

8. How Long We Keep Information

We keep personal information only for as long as reasonably necessary for the reason it was collected. The retention period depends on the type of information, the nature of the service, legal record-keeping requirements and whether the information may be needed to handle follow-up questions, complaints, insurance matters or disputes.

Enquiry information that does not lead to a booking may be kept for a shorter period than service, invoice and report records. Accounting and business records may need to be retained for longer to meet legal and tax obligations.

9. Cookies & Analytics

Our website uses cookies and similar technologies to help the site function, understand how visitors use the website and improve content. This includes Google Analytics 4, which may collect pseudonymous identifiers, browser and device information, page views, interactions and approximate location.

The website also uses Microsoft Clarity. Clarity may collect interaction data such as clicks, scrolling, heatmaps and session recordings so we can understand how visitors use the website and identify usability issues.

The website is hosted through Cloudflare Pages. Cloudflare may process technical information such as IP addresses, security events and request data to deliver, secure and monitor the website.

A separate Cookie Policy may be published in future to provide more detailed information about cookies and analytics choices.

10. Marketing

We do not automatically subscribe customers to marketing when they make an enquiry or book a service. If we introduce optional email marketing in future, we will explain what you are signing up for and how you can unsubscribe.

We may contact existing customers about a current enquiry, appointment, report, invoice or related service matter where this is part of normal customer support rather than marketing.

11. Your Rights

Under UK data protection law, you have rights over your personal information. These may include the right to:

• ask for a copy of personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to delete information where there is no valid reason for us to keep it;
• ask us to restrict how information is used in certain circumstances;
• object to certain uses of your information;
• ask for information to be transferred to another provider where the right to portability applies;
• withdraw consent where we rely on consent for a specific use of your information;
• complain to the Information Commissioner's Office if you are unhappy with how your data is handled.

Some rights are subject to legal limits. For example, we may need to keep certain records for tax, accounting, legal or dispute-related reasons even if you ask us to delete them.

Our website and Services are not directed at children, and we do not intentionally collect children's personal information through the website.

12. Security

We use reasonable technical and organisational measures to protect personal information. This includes using reputable website, email, hosting and business service providers, restricting access to business information where appropriate, and taking steps to reduce unauthorised access, loss or misuse.

No website, email system or internet transmission can be guaranteed completely secure. Please avoid sending unnecessary sensitive information unless it is relevant to your enquiry or service.

13. Third-Party Links

Our website may link to third-party websites such as Google reviews, social media profiles or other external resources. We are not responsible for the privacy practices, content or security of third-party websites. You should review their privacy information before providing personal information to them.

14. Contact

If you have questions about this Privacy Policy or how Pro Leak Detection Ltd handles personal information, contact us using the details below.

• Email: info@pro-leakdetection.co.uk
• Phone: 0333 577 0194
• Registered office: 18 East Hill, Woking, Surrey, United Kingdom, GU22 8DN

You can also complain to the Information Commissioner's Office at ico.org.uk.

15. Updates To This Policy

We may update this Privacy Policy when our website, services, legal obligations or business processes change. The latest version will be published on this page with the last updated date shown above.