Privacy Policy

1. Introduction

Yorkshire Green Heating Ltd ("we", "us", "our", or "Company") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at yorkshiregreenheating.com and interact with us through contact forms, phone calls, booking systems, and chatbot interactions.

Please read this Privacy Policy carefully. By accessing and using our website or providing your information to us, you acknowledge that you have read, understood, and agree to be bound by all the provisions of this Privacy Policy.

2. Data Controller

Yorkshire Green Heating Ltd is the data controller responsible for your personal data under the UK General Data Protection Regulation (UK GDPR).

3. What Data We Collect

We collect various types of personal data that you provide directly to us or that we collect automatically:

Data You Provide Directly

• Contact Information: Name, email address, and phone number (when completing contact forms or making enquiries)
• Service Details: Information about your heating system, property type, and service requirements
• Address Information: Your residential or business address (when booking services or arranging appointments)
• Job Details: Information about work completed, maintenance records, and service history

Data Collected Automatically

• Website Analytics: IP address, browser type, pages visited, time spent on site, and referral source (via Google Analytics)
• Cookies: Information stored by cookies to recognize you and improve your experience
• Communication Records: Records of phone calls and chatbot interactions

4. How We Collect Your Data

We collect personal data through the following methods:

• Contact Forms: When you fill in and submit enquiry forms on our website (processed via FormSubmit.co)
• Online Booking System: When you book appointments or request quotes through our ServiceM8 booking system
• Phone Calls: When you contact us by telephone to discuss our services
• Chatbot Interactions: When you interact with our website chatbot for immediate assistance
• Website Analytics: Automatically collected data through Google Analytics and similar tracking technologies
• Customer Records: Information collected during the provision of our heating and maintenance services

5. Legal Basis for Processing Your Data

Under UK GDPR, we only process your personal data where we have a lawful basis to do so. The legal bases we rely on are:

Legitimate Interest

• Responding to your enquiries and providing information about our services
• Improving our website functionality and user experience
• Analyzing website performance to serve you better
• Preventing fraud and maintaining security of our systems

Contractual Necessity

• Providing heating services you have requested and booked
• Sending appointment reminders and service confirmations
• Processing service payments and issuing invoices
• Maintaining job records and service history

Consent

• Sending marketing communications and newsletters (only with your explicit consent)
• Using cookies beyond essential functionality

6. How We Use Your Data

We use the personal data we collect for the following purposes:

• To respond to your enquiries about our heating services and provide you with information
• To provide quotes and estimates for your heating requirements
• To schedule and confirm service appointments with you
• To deliver the heating and maintenance services you have booked
• To send follow-up communications after service completion (satisfaction surveys, service reminders)
• To issue invoices and process payments for services rendered
• To comply with legal and regulatory obligations (tax records, health and safety)
• To improve our website, services, and customer experience through analytics
• To maintain records of customer interactions and service history
• To contact you regarding important updates to our services or policies
• To protect against fraud and security threats

7. Third-Party Data Processors

We share your personal data with the following third-party processors who assist us in providing our services. These processors are contractually bound to process your data only as instructed and to maintain appropriate security:

FormSubmit.co

Purpose: Processing contact form submissions from our website. Data Shared: Name, email address, phone number, and enquiry details.

ServiceM8

Purpose: Managing online bookings, appointment scheduling, and job records. Data Shared: Name, phone number, email address, address, service details, and appointment information.

Google Analytics

Purpose: Analyzing website traffic and user behavior to improve our online presence. Data Shared: IP address, pages visited, time spent on site, referral information. Google Analytics data is anonymized where possible.

Netlify

Purpose: Hosting our website and ensuring reliable uptime and performance. Data Shared: Website server logs including IP addresses and access patterns.

All third-party processors have agreed to meet the standards required by UK GDPR and maintain appropriate technical and organizational security measures to protect your personal data.

8. Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes for which it was collected, or as required by law:

• Enquiry Data: Retained for 2 years from the date of your enquiry (unless you become a customer)
• Customer Records: Retained for 6 years following the end of our business relationship, in compliance with UK tax law and legal requirements
• Website Analytics Data: Retained by Google Analytics for 26 months (Google's default retention period)
• Communication Records: Retained for 2 years to facilitate service support and dispute resolution
• Marketing Communications: Retained until you unsubscribe or withdraw consent

After the retention period expires, your data will be securely deleted or anonymized, unless there is a legal obligation to retain it longer.

9. Cookies

Our website uses cookies to enhance your browsing experience and analyze how our site is used.

Essential Cookies

These cookies are necessary for the basic functioning of our website and cannot be disabled. They include security features and session management.

Google Analytics Cookies

We use Google Analytics to understand how visitors use our website. These cookies collect anonymous information including pages visited, time spent on site, and referral sources. You can opt-out of Google Analytics tracking.

Marketing Cookies

If you have consented, we may use cookies to track your interest in our services and deliver targeted content.

Managing Cookies

You can control cookies through your browser settings. Most browsers allow you to refuse cookies or alert you when cookies are being sent. Please note that disabling cookies may affect the functionality of our website. For more information on managing cookies, visit allaboutcookies.org.

10. Your Rights Under UK GDPR

Under the UK General Data Protection Regulation, you have the following rights regarding your personal data:

Right of Access

You have the right to request a copy of the personal data we hold about you, free of charge.

Right to Rectification

You have the right to request that we correct or update any inaccurate or incomplete personal data we hold about you.

Right to Erasure

You have the right to request deletion of your personal data, subject to certain conditions (e.g., we may need to retain data for legal or contractual reasons).

Right to Restrict Processing

You have the right to request that we limit how we use your personal data in certain circumstances.

Right to Data Portability

You have the right to request a copy of your personal data in a structured, commonly used, and machine-readable format, and to transmit that data to another organization.

Right to Object

You have the right to object to our processing of your personal data based on legitimate interest or direct marketing.

Right to Withdraw Consent

Where we process your data based on consent, you have the right to withdraw that consent at any time.

11. How to Exercise Your Rights

To exercise any of the rights listed above, please contact us with clear details of your request:

We will respond to your request within 30 calendar days (or up to three months for complex requests, as permitted under UK GDPR). We may request additional information to verify your identity before processing your request.

12. Complaints and Contact with Supervisory Authority

If you believe we have violated your rights under UK GDPR or you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent authority for data protection.

We would appreciate the opportunity to resolve any concerns directly before you contact the ICO, so please contact us first using the details provided in section 11.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will notify you by updating the "Last Updated" date at the top of this page.

Your continued use of our website and services following the posting of revised Privacy Policy means that you accept and agree to the changes. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.

14. Contact Us

If you have any questions about this Privacy Policy, our privacy practices, or how we handle your personal data, please don't hesitate to get in touch: