Privacy policy

1. Who we are

The data controller is Aqua Care Wet Rooms Ltd, a company registered in England and Wales with company number 15261936. Registered office: 6 Queen Street, Lostwithiel, Cornwall PL22 0AB. Email: [email protected]. Telephone: 01208 872246.

We are registered with the Information Commissioner’s Office (ICO) under registration ZB836068.

2. What we collect

When you use a survey or enquiry form on this website, we collect your name, phone number, email address, postcode, preferred contact method, the type of work you select, how you heard about us if you tell us, and whatever you tell us about the room. On the grant-funded form we may also collect your council and any occupational therapist details you choose to give.

If you contact us by phone, email or a website form, we collect the details you give us and a record of the conversation.

If you go ahead with a survey or a job, we may also collect the property address, details of the work, photographs of the room, and information needed for quotes, plans, installation, certification, invoicing and aftercare.

3. How we use your information

The tick box on our enquiry forms confirms you are happy for us to contact you about that enquiry. If you also tell us about your health or a disability, we use that only to respond and, if you go ahead, to plan the work. We will not use it for marketing.

• Answer your enquiries: our legitimate interest in responding to people who contact us (Article 6(1)(f) UK GDPR).
• Arrange a survey, plan, carry out and guarantee your work, and manage our contract with you: performing our contract with you, or taking steps you have asked for before entering into a contract (Article 6(1)(b)).
• Deal with grant or council funding for your work, such as sending invoices or completion information to the council: performing our contract with you (Article 6(1)(b)), and our legitimate interests (Article 6(1)(f)).
• Keep accounts and tax records, and meet our building regulations, health and safety and other legal duties: legal obligation (Article 6(1)(c)).
• Deal with complaints, guarantee claims and legal claims: our legitimate interests in protecting our business and resolving disputes (Article 6(1)(f)).
• Use photos of your finished work in our marketing, such as on Facebook or TikTok: your consent (Article 6(1)(a)). We won’t show your face, name or address unless you agree.
• Run and secure our website: our legitimate interests in running a safe, working website (Article 6(1)(f)).

4. Health information

Details about a disability, medical condition or mobility need are special category (health) data. We only use them to respond to your enquiry and, if you go ahead, to plan and carry out the work, or to deal with a complaint or claim. We rely on your explicit consent (UK GDPR Article 9(2)(a)) and, where needed, on the legal claims condition (Article 9(2)(f)). We are not a health professional and we do not provide health care. You can refuse to give health details, though we may then be less able to advise on the right adaptation.

5. Who we share information with

We only share what is needed, with:

• Cloudflare, Inc., which hosts this website on Cloudflare Pages and processes the information on our instructions;
• Web3Forms (made by Made with Love and Magic LLP / Surjith S M), which processes submissions from our survey forms and emails them to us at [email protected], on our instructions;
• Microsoft, which provides our Outlook email;
• Buffer, if we use it to schedule authorised marketing posts;
• subcontractors and suppliers who help us carry out the work;
• building control or a competent person scheme, to register and certify the work where needed;
• TrustMark and Independence Brokerage Services CIC (INCIC), company number 07828548, Chislehurst Business Centre, 1 Bromley Lane, Chislehurst, Kent BR7 6LH, our TrustMark Scheme Provider. We are a TrustMark Registered Business (licence 3393245). We don’t routinely send TrustMark or INCIC details of every job, but if a job is chosen for a sample quality check, or in connection with a complaint, we may share your name, the property address, details and photos of the work, and arrange an inspection with your agreement. We do this in our legitimate interest in keeping our TrustMark registration and resolving complaints (Article 6(1)(f));
• our insurers;
• your council or grant provider, such as Cornwall Council’s Home Solutions team, where your work is grant-funded;
• people acting for you, such as an occupational therapist, family member, attorney or deputy, but only with your agreement or where they have legal authority;
• HMRC, regulators, the police or the courts, where the law requires it, or to protect our legal rights.

A 2-year insurance-backed guarantee is available. It is not included on every job, and no provider has been appointed yet. If and when a provider is signed up, we will update this policy to name them and to explain any information we give them so the guarantee can be set up. We also provide our own workmanship guarantee on private jobs. Your statutory rights are not affected.

6. How long we keep information

• Estimates and enquiries that don’t go ahead: 12 months after our last contact with you, then deleted.
• Customer job records, such as property address, specification, certificates and correspondence: 15 years after the work is finished. Claims about building work on homes can be brought for up to 15 years under the Defective Premises Act 1972 as amended in 2022, and we need these records to deal with guarantee and safety issues.
• Invoices and financial records: 6 years after the end of the financial year they relate to, as tax law requires.
• Health information: kept with the customer job record, but only what is needed, and removed when it is no longer needed for the work, a guarantee or a claim.
• Photos used in marketing: until you ask us to remove them, or we stop using them.

7. Your rights

You have the right to access your information, to have it corrected or deleted in some cases, to restrict or object to certain uses, and to data portability where it applies. Where we rely on consent, you can withdraw it at any time, without affecting use that already took place. To use these rights, email [email protected].

You can also complain to the ICO at ico.org.uk/make-a-complaint, by calling 0303 123 1113, or by writing to Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

We do not make solely automated decisions that have a legal or similarly significant effect on you. Every job is confirmed by a person after a survey.

8. International transfers

Some of the providers we use, including Cloudflare, Web3Forms and Microsoft, may process information outside the UK. Where that happens, we rely on UK adequacy regulations or another lawful transfer tool, such as the UK International Data Transfer Addendum or the UK–US data bridge where it applies.

9. Cookies

This website does not currently use cookies or similar tracking technology for advertising or analytics, and we do not use tools such as a Meta (Facebook) Pixel. We do not set cookies ourselves just to browse the site.

Our survey forms use Web3Forms. They include a honeypot field to deter bots. They may also show an hCaptcha check. If a captcha is shown, hCaptcha may set a strictly necessary cookie so it can tell people from bots. If that changes, or if we later add any non-essential cookie or pixel, we will ask for your consent first and update this section.

10. Changes

We will update this policy if our site, forms or practices change. The date at the top of the page shows when it was last revised.