1. Personal Data We Collect

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We may collect and process the following types of personal information:

• Contact details: Name, email address, telephone number, billing and service address.

• Service-related information: Job details, pricing and payment information, appointment details, and dispatch notes.

• Communications data: Records of calls, emails, live chats, or other communications with us.

• Website usage data: Information about how you interact with our website (pages visited, forms completed, clicks, etc.).

• Feedback and complaints: Information you provide when giving feedback or raising a complaint.

• Vulnerability information (if applicable): Where you share details that help us provide additional support, such as health or accessibility needs.

You are not obliged to provide all this information, but without it, we may not be able to provide certain services.

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2. How We Use Your Personal Data

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We use your data for the following purposes:

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To Fulfil Our Contract With You

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We process your personal information when necessary to:

• Provide drainage and related services.

• Arrange appointments and dispatch engineers.

• Process payments and send invoices.

• Respond to your enquiries, complaints, or service requests.

• Offer extra support if you are in a vulnerable situation.

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To Meet Our Legal Obligations

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We may also process your data where we are legally required to, for example:

• To assist law enforcement agencies or regulatory authorities when required.

• To comply with financial or tax regulations.

• To ensure additional care for customers who may be registered as vulnerable.

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For Our Legitimate Interests

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We may use your data where necessary to:

• Improve our services and website performance.

• Contact you with relevant service updates or offers (unless you opt out).

• Maintain accurate records for business administration.

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3. Sharing Your Personal Data

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We do not sell your personal data. We may share it only when necessary with:

• Trusted service providers who support us in delivering our services (e.g., payment processors, IT providers).

• Regulatory bodies or law enforcement, where legally required.

• Business partners in the event of a merger, acquisition, or restructuring.

All third parties we work with are required to handle your information securely and only use it for the agreed purpose.

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4. How We Protect Your Data

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We use strict security measures to protect your personal information, including encryption, firewalls, secure storage, and regular monitoring of our systems. Access to your data is restricted to staff who need it to perform their job.

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5. How Long We Keep Your Data

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We only keep your personal data for as long as it is necessary to provide our services or to meet legal and regulatory requirements. Once your information is no longer needed, it will be securely deleted or anonymised.

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6. Your Rights

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Under UK data protection law, you have the right to:

• Access your data – request a copy of the personal data we hold about you.

• Correct your data – update or amend incorrect or incomplete information.

• Erase your data – request that we delete your information, subject to legal obligations.

• Restrict processing – ask us to stop using your data in certain circumstances.

• Data portability – request your data in a structured, electronic format.

• Object to processing – opt out of certain uses of your data, including marketing communications.

To exercise your rights, please contact us at help@aquaforcedrainageservices.com

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7. Cookies and Website Tracking

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Our website may use cookies and similar tracking technologies to enhance your browsing experience and analyse site usage. You can adjust your browser settings to refuse cookies, but this may affect how the site functions.

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8. Contact Us

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If you have any questions, concerns, or complaints about how we use your personal data, please contact us at:

Email – General Help: help@aquaforcedrainageservices.com

Email – Bookings: bookings@aquaforcedrainageservices.com

Email – Commercial Contracts: contracts@aquaforcedrainageservices.com

Email – Accounts: accounts@aquaforcedrainageservices.com