Privacy & Cookie Policy

Appliance Repairs Direct Ltd respects your privacy and is committed to protecting your personal information. This Privacy & Cookie Policy explains how we collect, use, store and protect your data when you use our website, make an enquiry, book a repair, or use our services.

This policy applies to Appliance Repairs Direct Ltd, referred to as “we”, “us” or “our” in this document.

1. Who We Are

Appliance Repairs Direct Ltd provides domestic appliance repair services.

For the purpose of UK data protection law, Appliance Repairs Direct Ltd is the data controller for the personal information we collect about customers, website visitors and service users.

If you have any questions about this policy or how your data is used, please contact us using the details shown on our website.

2. Information We Collect

We may collect the following information when you contact us, request a repair, book an appointment or use our website:

  • Your name

  • Address and postcode

  • Telephone number

  • Email address

  • Appliance details

  • Fault information

  • Appointment details

  • Job notes, invoices and payment records

  • Communication history

  • Website usage information

  • Cookie and tracking information

We only collect information that is necessary to provide our services, manage bookings, respond to enquiries, process payments, improve our website and market our services responsibly.

3. How We Collect Your Information

We may collect your information when you:

  • Submit an enquiry through our website

  • Call, email or message us

  • Book an engineer visit

  • Use our website

  • Accept cookies or tracking technologies

  • Interact with our adverts on platforms such as Facebook, Instagram or Google

Our website is built on Squarespace. Information submitted through website forms may be processed through Squarespace before being passed to us.

We use Tradify to manage customer records, jobs, quotes, invoices, appointments and service history.

4. How We Use Your Information

We use your personal information to:

  • Respond to enquiries

  • Book and manage appointments

  • Diagnose and repair appliances

  • Send quotes, invoices and service updates

  • Keep records of repairs and warranties

  • Process payments

  • Deal with complaints or service issues

  • Improve our website and services

  • Measure advertising and website performance

  • Show relevant adverts where permitted

  • Comply with legal, accounting and tax obligations

5. Our Lawful Bases for Using Your Data

Under UK GDPR, we rely on the following lawful bases:

Contract
We use your information to provide quotes, bookings, repairs, invoices and aftercare.

Legitimate interests
We may use your information to manage our business, improve our services, respond to customer queries, keep service records, prevent fraud and follow up on enquiries.

Legal obligation
We may need to keep certain records for tax, accounting, legal or regulatory purposes.

Consent
We rely on consent for non-essential cookies, marketing cookies, advertising pixels and certain forms of direct marketing where required.

You can withdraw consent at any time.

6. How We Store and Manage Customer Data

Customer and job information may be stored securely within Tradify, which we use for job management, customer records, quotes, invoices, scheduling and service history.

Website form submissions and website-related data may be processed through Squarespace.

We take reasonable steps to ensure that personal information is stored securely and accessed only where necessary.

7. Sharing Your Information

We do not sell your personal data.

We may share your information only where necessary with:

  • Engineers or staff working on your repair

  • Tradify, for job and customer management

  • Squarespace, for website hosting and forms

  • Payment processors, where applicable

  • Accountants or professional advisers

  • Debt recovery or legal services, where necessary

  • Regulators, authorities or courts where legally required

  • Advertising and analytics providers, where cookies or tracking have been accepted

Where third-party providers process personal data on our behalf, they are expected to handle it securely and in line with data protection law.

8. Marketing, Meta Pixel and Google Analytics

We may use tools such as Google Analytics and Meta Pixel to understand how people use our website, measure advert performance and improve our marketing.

These tools may collect information such as:

  • Pages visited

  • Device and browser information

  • Approximate location

  • How you arrived at our website

  • Actions taken on the website, such as submitting an enquiry

  • Advertising interaction data

Meta Pixel may help us measure and improve advertising on platforms such as Facebook and Instagram.

Google Analytics helps us understand website traffic and performance.

These tools use cookies or similar technologies. Non-essential analytics and marketing cookies should only be used where you have provided consent through our cookie banner.

You can change your cookie preferences at any time through the cookie settings on our website, where available, or by adjusting your browser settings.

9. Cookies

Cookies are small files placed on your device when you visit a website. They help websites work properly, remember preferences, measure performance and support advertising.

We may use the following types of cookies:

Essential cookies
These are required for the website to function properly and cannot usually be switched off.

Analytics cookies
These help us understand how visitors use our website, which pages are popular and how the site can be improved.

Marketing cookies and pixels
These help us measure advertising performance and show relevant adverts on platforms such as Meta and Google.

Functionality cookies
These may remember your preferences or improve your website experience.

You can accept, reject or manage non-essential cookies through our website cookie banner. You can also control cookies through your browser settings.

Blocking some cookies may affect how the website works.

10. How Long We Keep Your Information

We keep personal information only for as long as necessary.

Customer job records, invoices and repair history may be kept for business, warranty, tax, accounting and legal purposes.

Enquiry information may be kept for a reasonable period so we can respond to your request and manage follow-up communication.

Analytics and cookie data may be retained according to the settings of the relevant platform, such as Google, Meta or Squarespace.

When information is no longer needed, we will delete it or anonymise it where appropriate.

11. Your Data Protection Rights

Under UK data protection law, you have rights over your personal information.

These may include:

  • The right to be informed about how your data is used

  • The right to access the personal data we hold about you

  • The right to request correction of inaccurate data

  • The right to request deletion of your data

  • The right to restrict how your data is used

  • The right to object to certain uses of your data

  • The right to data portability, where applicable

  • The right to withdraw consent where processing is based on consent

If you would like to make a request about your personal information, please contact us using the details shown on our website.

We may need to verify your identity before responding to a request.

12. Right of Access / Right of Information

You have the right to ask what personal information we hold about you and how it is being used. This is commonly known as a subject access request.

If you make a valid request, we will provide a copy of the personal information we hold about you, unless a legal exemption applies.

13. Security

We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, alteration or disclosure.

However, no website, email system or online platform can be guaranteed to be completely secure. You should avoid sending sensitive information through unsecured channels where possible.

14. Links to Other Websites

Our website may include links to third-party websites or platforms. We are not responsible for the privacy practices, content or security of those external websites.

15. Complaints

If you are unhappy with how we use your personal information, please contact us first so we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection matters.

Website: ico.org.uk

16. Updates to This Policy

We may update this Privacy & Cookie Policy from time to time to reflect changes in our business, website, systems, legal requirements or third-party tools.

The latest version will always be available on our website.

Last updated: [1st July 2026]