VofixPrivacy Policy

Vofix is a trading name of [to be confirmed: legal name of the business operating Vofix], which operates this website and is the data controller for the personal information described in this policy. Our postal address is [to be confirmed: postal address for data-protection correspondence].

For anything to do with privacy, your information or this policy, email [to be confirmed: privacy contact email address]. That is the quickest route and it reaches the person who can act on it.

We are registered with the Information Commissioner’s Office (ICO) under registration number [to be confirmed: ICO registration number].

Once we pass your enquiry to a plumber, that plumber is an independent business and becomes a separate controller of the information they receive. This policy covers what Vofix does; it cannot govern what each plumber does with their own records.

We ask for the minimum a plumber needs to understand the job and ring you back.

• Your first name.
• Your telephone number.
• Your postcode, so we can look for a plumber who covers your area.
• A description of the plumbing job you need help with.
• Anything else you choose to tell us — for example your full address, your availability, a landlord or letting agent’s details, or photographs of the problem you send us voluntarily by WhatsApp or email.
• The content of telephone calls, WhatsApp messages and emails you exchange with us, and the times they were sent.
• Technical information about your visit to this website, described under “Cookies and tracking” below.

We do not ask for payment card details, bank details, date of birth or any special category information such as health data. Please do not send them to us. You pay the plumber directly, so we never need to handle your payment details.

• The enquiry form on this website, which you complete and submit yourself.
• Telephone calls you make to us, or calls we make to you about your enquiry.
• WhatsApp messages, which you start by tapping the WhatsApp button on this website or by messaging our number directly.
• Email, if you write to us.
• Cookies and similar technologies, but only the strictly necessary ones until you tell us otherwise.

UK data protection law requires a lawful basis for every use of personal information. Ours are set out below.

Where we rely on legitimate interests, we have considered whether the use is fair to you and whether you would expect it. You can object at any time — see “Your rights” below.

This is the most important part of this policy, so it is worth being blunt about it. When we find a plumber in the Vofix network who may be able to help, we send them the details of your job so they can assess it, contact you and provide the service. Without that, there is no service.

What we normally send a plumber is:

• Your first name.
• Your telephone number, so they can call or message you.
• Your postcode, and your full address where you have given it or once a visit is being arranged.
• Your description of the job, including any photographs you sent us.
• Any access or timing notes you asked us to pass on.

We do not sell your information, and we do not pass it to plumbers outside the Vofix network, to unrelated trades, to comparison sites or to marketing lists.

Each plumber is an independent business, not an employee or agent of Vofix. Once they have your details they are responsible for their own handling of that information, including how long they keep it, how they secure it and how they answer a request from you about it. If you want a plumber to delete your details, ask them directly — and tell us as well, so we can pass the request on and stop sharing anything further.

We use a small number of suppliers to run the website and handle enquiries. They act on our instructions and are not permitted to use your information for their own purposes.

We do not currently use a separate customer relationship management (CRM) system. Our record of your enquiry lives in Netlify Forms and in the database listed above. If that changes, this policy will be updated before the new system is used.

Some of the providers above are based in the United States or store data there, so your information may be transferred outside the UK. Where that happens we rely on the UK International Data Transfer Addendum to the European Commission’s standard contractual clauses, or on the UK Extension to the EU–US Data Privacy Framework where the provider is certified under it. In practice this means the provider is contractually required to protect your information to UK standards.

The independent plumbers we pass enquiries to operate in Nottinghamshire, so sharing an enquiry with a plumber does not involve a transfer outside the UK.

We may keep an enquiry for longer where we need it for an insurance question, a complaint or a legal claim. When information is no longer needed it is deleted.

• This website is served only over HTTPS, so what you type into the enquiry form is encrypted in transit.
• Our database and form submissions are protected by our providers’ access controls, and the database credentials are supplied by the hosting platform rather than stored in the website code.
• Access to enquiries is limited to the people who need it to run the service.
• We share only the details a plumber needs for the job in front of them, rather than giving anyone access to our enquiry records as a whole.
• We do not hold payment details, so there is nothing of that kind to lose.

No service can promise that nothing will ever go wrong. If a breach of your personal information were to occur and it posed a risk to you, we would tell you and report it to the ICO as the law requires.

Until you make a choice on the cookie banner, only strictly necessary technology runs and nothing from Google is loaded. If you accept, we use Google Ads cookies to measure which adverts lead to an enquiry. There is no Google Analytics property on this website at present.

Our Cookie Policy lists each cookie, what it is for and how long it lasts, and lets you change or withdraw your choice at any time.

We do not send marketing messages, and submitting an enquiry does not sign you up to any. Contacting you about your enquiry is part of handling it, not marketing. If we ever start sending marketing, it will be by a separate, optional opt-in that is never ticked for you, and every message will include a one-click way to stop it.

Under UK data protection law you have the right to:

• Be told what personal information we hold about you and ask for a copy of it — a subject access request.
• Have inaccurate information corrected.
• Ask us to delete information we no longer have a good reason to keep.
• Ask us to restrict how we use your information while a question about it is resolved.
• Object to our use of your information where we rely on legitimate interests.
• Receive information you gave us in a portable electronic format, where that right applies.
• Withdraw consent, for anything we do on the basis of consent — which here means cookies.
• Not be subject to a decision made solely by automated means with a significant effect on you. We do not make decisions that way; a person decides which plumber to approach.

Email [to be confirmed: privacy contact email address] and tell us what you would like us to do. Please give us enough detail to find your enquiry — the telephone number or postcode you used is usually enough. We may ask you to confirm your identity so we do not disclose your information to someone else.

We will respond within one month. If your request is complex we may extend that by up to two further months and will tell you if we need to. Exercising these rights is free.

If your enquiry has already been passed to a plumber, please also contact that plumber, because they hold their own copy of the details and are responsible for it. Tell us too and we will pass your request on.

If you are unhappy with how we have handled your information, please tell us first at [to be confirmed: privacy contact email address] so we have the chance to put it right.

You also have the right to complain to the Information Commissioner’s Office, the UK’s data protection regulator. You can call the ICO helpline on 0303 123 1113 or visit ico.org.uk. Complaining to us first does not affect that right.

We update this policy when what we do changes — for example if we add a new provider or start using a CRM. The date below always shows when it was last reviewed, and material changes will be described here rather than made quietly.