Privacy Policy

1. Introduction

At UpKeep ("we," "our," or "us"), we are 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 website (upkeephub.co.uk) or engage our home maintenance and repair services.

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

2. Information We Collect

2.1 Information You Provide

We collect information you directly provide when you:

• Request a quote or service through our website or phone
• Fill out contact forms or subscribe to our newsletter
• Create an account or book services
• Communicate with us via email, phone, or chat
• Provide feedback or reviews

This information may include:

• Name and contact details (email, phone number, address)
• Property address and access information
• Details about required services and property issues
• Payment and billing information
• Communication preferences

2.2 Information Collected Automatically

When you visit our website, we may automatically collect basic technical information such as:

• IP address and general location
• Browser type and version
• Pages visited and referral source
• Device type and screen resolution

Note: We do not currently use cookies or tracking technologies on our website. This information is collected through standard server logs only.

2.3 Information from Third Parties

We may receive information from third-party services such as payment processors or social media platforms when you interact with us through these channels.

3. How We Use Your Information

We use your personal data for the following purposes:

3.1 Service Delivery

• Processing and fulfilling service requests
• Scheduling appointments and dispatching tradespeople
• Communicating about services and appointments
• Providing quotes and invoicing
• Managing guarantees and warranties

3.2 Business Operations

• Processing payments and managing accounts
• Maintaining records for legal and compliance purposes
• Investigating and resolving complaints
• Preventing fraud and ensuring security
• Improving our services and customer experience

3.3 Marketing Communications

• Sending newsletters and service updates (with your consent)
• Providing information about new services or special offers
• Conducting customer satisfaction surveys

3.4 Legal Basis

We process your data under the following legal bases:

• Contract performance: Processing necessary to fulfill our service agreement
• Legal obligation: Compliance with legal requirements (tax, certification, etc.)
• Legitimate interests: Business operations, fraud prevention, and service improvement
• Consent: Marketing communications (newsletter subscriptions)

4. How We Share Your Information

We may share your information with:

4.1 Service Providers

• Qualified tradespeople who perform services on your property
• Payment processors for secure transaction processing
• Email service providers (Resend) for communications
• Cloud storage providers (Airtable for contact submissions, Contentful for blog content)
• Website hosting services

4.2 Legal Requirements

We may disclose your information when required by law, court order, or to protect our legal rights, prevent fraud, or ensure safety.

4.3 Business Transfers

If we are involved in a merger, acquisition, or sale of assets, your data may be transferred. You will be notified of any such change.

We do not sell or rent your personal data to third parties for their marketing purposes.

5. Data Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Secure SSL/TLS encryption for data transmission
• Access controls and authentication requirements
• Regular security assessments and updates
• Staff training on data protection
• Secure backup and recovery procedures

However, no method of transmission over the internet is 100% secure. While we strive to protect your data, we cannot guarantee absolute security.

6. Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes outlined in this policy or as required by law:

• Service records: Retained for 6 years for warranty and legal purposes
• Financial records: Retained for 7 years as required by HMRC
• Marketing data: Until you withdraw consent or request deletion
• Contact form submissions: Retained as long as necessary to respond to your inquiry

7. Your Data Protection Rights

Under UK GDPR, you have the following rights regarding your personal data:

• Right to access: Request copies of your personal data
• Right to rectification: Request correction of inaccurate data
• Right to erasure: Request deletion of your data (subject to legal obligations)
• Right to restrict processing: Request limitation on how we use your data
• Right to data portability: Request transfer of your data to another service
• Right to object: Object to processing based on legitimate interests or for marketing
• Right to withdraw consent: Withdraw consent for processing at any time

To exercise any of these rights, please contact us at admin@upkeephub.co.uk. We will respond within one month of receiving your request.

8. No Cookies or Tracking

We respect your privacy and do not currently use cookies, tracking pixels, or similar technologies on our website. We do not track your browsing behavior across other websites or collect data for targeted advertising.

We only collect the information you directly provide to us through contact forms, service requests, or email communications. Any technical information collected is limited to standard server logs used for security and basic website functionality.

9. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of these external sites. We encourage you to read their privacy policies before providing any personal information.

10. Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal data from children. If we become aware that we have collected data from a child without parental consent, we will take steps to delete that information.

11. International Data Transfers

Some of our service providers (such as Resend for email services and Contentful for content management) are located outside the UK. When we transfer data internationally, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses approved by the UK Information Commissioner's Office (ICO).

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will post any changes on this page with an updated "Last updated" date. Significant changes will be communicated via email or prominent website notice.

13. Complaints and Regulatory Authority

If you have concerns about how we handle your personal data, please contact us first. You also have the right to lodge a complaint with the UK supervisory authority:

14. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal data, please contact us: