Privacy Policy
Last updated: November 2026
PlumbGas Services Limited ("we", "us", "our") is committed to protecting your privacy. This policy explains how we collect, use and safeguard your personal information when you use our website and services.
Information We Collect
We may collect the following information:
- Name and contact details (email, phone number, address)
- Information about your property
- Booking and appointment details
- Payment information (processed securely via Stripe)
- Communications you send to us
- Website usage data (via cookies and analytics)
How We Use Your Information
We use your information to:
- Provide and manage our services
- Process bookings, payments and care plan subscriptions
- Communicate with you about your enquiry, booking or service
- Send service reminders (e.g. annual boiler service due)
- Help you finish an online booking: the details you type are saved as you go, so if you leave before booking we can send you one email with a link back. We keep an unfinished booking for up to 90 days, then delete it.
- Book you in when there's space: if you ask to join our waiting list, we keep the details you gave so we can text and email you when a time comes up. Once you're off the list (booked, or you or we take you off), we keep the entry for 12 months and then remove your name and contact details from it.
- Comply with legal and regulatory obligations
- Improve our website and services
Data Security
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, or destruction. Payment processing is handled securely by Stripe and we do not store your card details on our servers.
Third Parties
We may share your data with trusted third parties who help us deliver our services, including payment processors (Stripe), our database provider (Supabase), and finance partners (TradeHelp). We do not sell your data to third parties.
The map on a visit's tracking page and on our office's live map is drawn by Google Maps, so the browser showing it loads the map from Google and runs Google's map code in the page. Google receives your device's internet address, the page's address and the area of the map being shown. On a tracking page that address is always a tracking-only one, which shows that visit's progress and nothing else (see Google's privacy policy).
Our Engineer App
PlumbGas engineers and sub-contractors use the PlumbGas Engineer app (on the web and from the App Store) to run their working day. For them it records the job diary, the before-and-after photos and voice notes they add to a job report, and the identifier their phone uses to receive notifications about jobs.
The app records and shares an engineer's location in two ways only. It records the time and location of the moment they tap Arrive and Depart at a job. And while they are travelling to a job, from the moment they tap Start travelling until the moment they tap Arrive, it shares their location about every 30 seconds, so the customer can see on their tracking page where their engineer is and when they will arrive, and our office can see it on its live map.
In the iPhone app that sharing carries on while the app is in the background, for example while the engineer navigates with Maps or the phone is locked, and the iPhone shows its blue location indicator for as long as it lasts. The app only ever asks for location "While Using the App". In a web browser, location is shared only while the page is open on screen. Either way the sharing stops the moment they tap Arrive, or when our office marks the visit done, and in any case four hours after they tapped Start travelling.
Apart from those two taps, location is never used outside a travelling job, but for one check that stays on the phone: on a job they have arrived at, the app checks the phone's position when it is opened or brought back, only to offer Depart, and that position never leaves the phone. Once we hold their full home postcode, no position close to their home is kept or shown to anyone: a travelling position near it is not kept, and an Arrive or Depart tapped near it keeps its time but not its position. Until we hold it, their van is shown only on a drive that sets off from a job they have just left, and is shown for the whole of that drive, even if it passes or stops at their home; a tap keeps its position only when it is made at the job. The home address our office holds for them (their postcode, and their house number and street when given) is used to work out drive times and to keep positions near it private, and is never shown on a map or to a customer. Only the latest travelling position is kept; each one replaces the last.
This information is used to deliver and document the work, to show the customer their engineer's arrival time, to show our office where its engineers are while they travel, to produce the customer's job report and certificates, and for timesheets. It is held in our systems (Supabase) and is not sold or used for advertising. Engineer accounts are created and closed by our office; an engineer can ask the office to remove their account and data at any time.
Cookies
Our website uses the cookies it needs to work (signing in, secure card payments, remembering your cookie choice). Analytics and advertising cookies are used only if you say yes, and you can change your choice at any time. Our Cookie Policy lists them.
Your Rights
Under UK GDPR, you have the right to access, correct, delete or restrict processing of your personal data. To exercise these rights, please contact us at contact@plumbgas.services.
Contact Us
If you have questions about this privacy policy, please contact us:
- Email: contact@plumbgas.services
- Phone: 01785 663 990
- Address: 6 Ferranti Court, Staffordshire Technology Park, Stafford ST18 0LQ
PlumbGas Services Limited is registered in England and Wales. Company No. 10883260. VAT No. 292916862.