Privacy Policy

 

Definitions

In this privacy policy “we”, “us”, “our” and “Rapid Drains” means Rapid Drains Ltd. of 1105 Christchurch Road, Bournemouth, Dorset, BH7 6BQ. All references to the client will be referred to as “you”, “your”, “customer” or “client”.

Who we are

Rapid Drains is a drainage and plumbing company covering the South of England.

Our website address is: https://www.rapiddrains.co.uk/

Data Controller

Rapid Drains Ltd is the Data Controller for all the personal data submitted by you.

If you have any concerns about our Privacy Policy or our processing of personal information by contacting the data controller using the details below:

Company Name: Rapid Drains Ltd.

Address: 1105 Christchurch Road, Bournemouth, Dorset, BH7 6BQ

Email: contact@rapiddrains.co.uk

 Phone:  0330 333 6199

What personal data we collect and why we collect it

Rapid Drains respects your right to privacy and we comply with all obligations under the Data Protection Acts 1988 & 2002 and the EU General Data Protection Regulation 2018 (GDPR).

We are committed to protecting any personal data that we collect. The purpose of this updated Privacy Policy is to enable you to understand what personal information we collect from you, how and when we might use or share this information and how you can correct any inaccuracies in the information.

This Privacy Policy also explains our online information practices and the choices you can make regarding how your information is collected and used. By using our services, you agree to the use, collection and disclosure of the data that we collect in accordance with this Privacy Policy.

Types of Information Collected

We collect the following types of information:

Personal Data

This is data that identifies you or can be used to identify or contact you, which could include your name, address, email address and telephone number. This sort of information is only collected from you if you voluntarily submit it to us. When you contact us, whether by telephone, through our website or by e-mail, we collect the data you have given to us in order to reply with the information you need. We record your request and our reply in order to increase the efficiency of our business.

Non-Personal Data

Like most websites, we gather statistical and other analytical information collected on an aggregate basis from all visitors to our website. This Non-Personal Data comprises information that cannot be used to identify or contact you. Such as user IP addresses where they have been clipped or anonymised, browser and operating system types and other anonymous statistical data involving the use of our website.

Children

This website is not directed towards children and as such we do not seek to collect any personal information from children. If we become aware that personal information from a child under the age of 13 has been collected, we will use all reasonable efforts to delete such information from our records.

Job Application and Employment

If you send us information in connection with a job application, we may keep it for up to three years in case we decide to contact you at a later date.

If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for up to six years before destroying or deleting it.

Telephone voicemail messages

By calling us you agree to us recording the conversation for accuracy of details.  If you wish for this recording to be deleted once your invoice has been cleared please email us and add your invoice number in the subject box.

 Purposes for which we hold your Information

We will process any data you provide to us for the following purposes:

1. to respond to your comments, queries and support requests.
2. to carry out our obligations arising from any contracts entered into between you and us.
3. to keep you informed of any changes to our services.
4. to check that use of our services is in accordance with our terms and conditions.
5. for the purposes of security, and prevention and detection of fraud.
6. We use the Non-Personal Data gathered from visitors to our website in an aggregate form to get a better understanding of where our visitors come from and to help us better design and organise our website, products and services.

Our legal basis for holding your personal data under GDPR

• We are entitled to use your data as described in point (1) as we are responding to your request and therefore you have given consent to this processing.
• We are entitled to use your data as described in points (2), (3) and (4) as we are required to do this as part of our contractual obligations to provide our services.
• We are entitled to use your data as described in points (5) and (6) as the purposes stated are within our legitimate interests.

5. Storage and Management of your Personal Data

Data Storage

The data that we collect in connection with our services is stored on secure servers.

Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Cross-Border Data Transfers

When we share your personal information with our partners and service providers (see 7. Disclosure of Information to Third Parties), your personal information may be transferred to and/or made accessible from countries out of the European Economic Area. In such circumstances, we will enter into model contractual clauses as adopted by the European Commission, or rely on alternative legal bases such as the Privacy Shield, where applicable, or binding corporate rules where our partners or service providers have adopted such internal policies approved by European data protection authorities.

Personal Data Retention Schedule

By law, we have to keep basic information about customers and their contact details for a minimum of 6 years for tax purposes.

We only store your information for as long as is necessary for the purpose it was obtained or for any additional purpose we have explained to you. We also implement policies to regularly audit the personal data we hold to ensure we do not retain any personal data for longer than we are entitled to.

Security of your Personal Data

We place great importance on the security of all personally identifiable information associated with our customers. We use technical security measures to prevent the loss, misuse, alteration or unauthorized disclosure of information under our control. We use security measures including and not limited to: physical, electronic and managerial procedures to safeguard and secure the information we collect online. All sensitive information is collected through an encrypted connection on our secure server through Secure Sockets Layer (SSL) technology.

SSL Certificate

Our website utilises industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

This technology includes the following features:

Authentication – this assures your browser that your data is being sent to the correct computer server and that the server is secure.

Encryption – this encodes the data so that it cannot be read by anyone other than the secure server.

Data Integrity – this checks the data being transferred to ensure it has not been altered.

When you access a website secured by an SSL certificate, you will see https:// at the beginning of its URL. Your web browser may also show the connection as secure by displaying a “lock” icon in the address bar.

Website, Email & Server Security

We ensure best of our ability that our systems and servers are protected from hackers, viruses, intruders and other online and offline problems by utilising the latest web security features, along with real-time file scanning for malicious files, a comprehensive firewall and advanced email filters to protect our systems.

Disclosure of Information to Third Parties

We share personal information in the following ways:

1. Some of our services may be offered or promoted in conjunction with a partner. We may share your information with these parties to offer the product or service or to facilitate your use of additional amenities.
2. Service Providers
   We may transfer (or otherwise make available) your personal information to third parties that help us provide our services or provide services on our behalf. For example, we use service providers to authorise and process online payments to host our website and provide our email services. Our service providers are given the information they need to perform their designated functions, and we do not authorise them to use or disclose personal information for their own marketing or other purposes.
3. Sale of Business
   We reserve the right to transfer information (including your Personal Data) to a third party in the event of a sale, merger, liquidation, receivership or transfer of all or substantially all of the assets of our company provided that the third party agrees to adhere to the terms of the Privacy Policy and provided that the third party only uses your Personal Data for the purposes that you provided it to us. You will be notified in the event of any such transfer and you will be afforded an opportunity to opt-out.
4. Legal and Compliance Reasons
   We may access, preserve and share your information with companies, organizations, governmental entities or individuals outside of our Company if we believe, in good faith, that the law requires us to do so. This may include, but is not limited to, responding to court orders or other legal processes (such as law enforcement requests). We may also access, preserve and share your information as necessary to: (i) establish or exercise our legal rights or defend against any legal claim; (ii) investigate, prevent, or take action regarding suspected fraud or other illegal activities; (iii) prevent death or serious physical harm to any person; or (iv) investigate violations of our Terms & Conditions.

 

Our legal basis for disclosing your personal data under GDPR

• We are entitled to disclose your data as described in points (1), (2) and (3), as the purposes stated are all within our legitimate interests.
• We are entitled to disclose your data as described in point (4), on the basis that we are legally required to do so.

Use of Cookies

This website does not store any information that would, on its own, allow us to identify individual users of this service without their permission. Any cookies that may be used by this website are used either solely on a per-session basis or to help improve and maintain the website. Cookies are not shared with any third parties. This website uses session cookies to count visits to each webpage and generate statistics. This information helps us improve and maintain our website.

Also known as browser cookies or tracking cookies, cookies are small, often encrypted text files, located in browser directories. They are used by web developers to help users navigate their websites efficiently and perform certain functions.

What cookies are used on this Website?

The cookies we use on this website are broadly grouped into the following categories:

• Essential – Some of the cookies on our website are essential for us to be able to provide you with the service you have requested. An example of this would be a cookie used to enable you to log into your account on the website or which allows communication between your browser and the website. You may not be able to use our website without these cookies.
• Analytics – We use analytics cookies to help us understand how users engage with our website. An example is counting the number of different people coming to our website or using a particular feature, rather than the total number of times the site or feature is used. Without this cookie, if you visited the website once each week for three weeks we would count you as three separate users. We would find it difficult to analyse how well our website was performing and improve it without these cookies.
• User Cookies – We use cookies to improve your experience by remembering your preferences so we know how you like to use our website. Examples of this would be remembering you so that you are served with the same content or remembering you when you come back to the site.

For more information on the cookies set by Google Analytics please go to: Google Analytics Cookie Usage on Websites

For more information about cookies and their uses visit All About Cookies.

Controlling and Opting Out of Cookies

Your browser or device may offer settings that allow you to choose whether browser cookies are set and to delete them. For more information about these controls and to exercise your cookie preferences, visit your browser or device’s help material. If you choose to reject cookies, as noted above, you may not be able to use certain features of our websites and services.

Links to external websites

This website may contain links to external websites. We are not responsible for the privacy policies or content of these sites. When you leave this website, make sure you read the privacy policies of each and every website that collects your personal data.

This privacy policy applies only to information that is collected by Rapid Drains Ltd.

Changes to the Website Privacy Policy

Any changes to this Website Privacy Policy will be posted on this website so you are always aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.

If at any time we decide to use Personal Data in a manner significantly different from that stated in this Website Privacy Policy, or otherwise disclosed to you at the time it was collected, we will notify you by email, and you will have a choice as to whether or not we use your information in a new manner.

Your Rights

You have the right to object to how we use your personal information. You also have the right to see what personal information we hold about you. In addition, you can ask us to correct inaccuracies, delete or restrict personal information or ask for some of your personal information to be provided to someone else.

Right to Object

You can object to our processing of your personal information. Please contact our Data Controller, providing details of your objection. Full details are provided above.

Access to Your Personal Information

You can request access to a copy of your personal information that we hold, along with information on what personal information we use, why we use it, who we share it with, how long we keep it and whether it has been used for any automated decision making.

You can make a request for access by contacting us at ‘Rapid Drains Ltd, 1105 Christchurch Road, Bournemouth, Dorset, BH7 6BQ‘. Please make all requests for access in writing and provide us with evidence of your identity.

Right to Withdraw Consent

If you have given us your consent to use personal information, you can withdraw your consent at any time and, update your marketing preferences by contacting our Data Controller.

Rectification

You can ask us to change or complete any inaccurate or incomplete personal information held about you.

Erasure

You can ask us to delete your personal information where it is no longer necessary for us to use it, you have withdrawn consent, or where we have no lawful basis for keeping it.

Portability

You can ask us to provide you or a third party with some of the personal information that we hold about you in a structured, commonly used, electronic form, so it can be easily transferred.

Restriction

You can ask us to restrict the personal information we use about you where you have asked for it to be erased or where you have objected to our use of it.

Personal Data Breach Notification

We ensure best to our ability that our systems and servers are protected from hackers, viruses, intruders and other online and offline problems, however, if we experience a data breach of any kind, where a customer’s data has been compromised, a notification will be sent to all those affected within 72 hours of becoming aware of the breach.

Make a Complaint

You can make a complaint about how we have used your personal information to us above or by visiting your local branch, by contacting our Data Controller.

You also have the right to lodge a complaint with a supervisory body. The relevant authority in the UK is the Information Commissioner’s Office at ico.org.uk

We will not make any charge for responding to any request from you to exercise your privacy rights, and we will respond to your requests in accordance with our obligations under data protection law.

Additional Terms

Please read this document carefully as it will tell you everything you need to know about the terms and conditions on which we will deal with each other.

1. We wish to set out that all the terms of the agreement between us, are contained in this document and terms and conditions page. If you have any questions or do not accept any of the provisions included in these terms and conditions, please let us know.

2. Rapid Drains Ltd uses contractors to carry out works and provide services, materials, labour and hiring of equipment to the customer.

4. We will use our best endeavours to complete the work and provide the goods and materials for the quoted amount, Quotes given by us are valid for twenty-eight days from the date they are given. However, if the cost to the company of carrying out the work is subsequently increased by reason of increases in the cost of materials and/or labour and/or any other factor outside the control of Rapid Drains Ltd, then we shall notify you without delay before undertaking any work explaining the reasons for the additional costs and ask you to accept the amended price.

5. DOMESTIC CUSTOMERS– The price payable by you is the price stated as the Total Due on the invoice (inclusive of VAT at the prevailing rate). The Total Due on the Invoice is payable immediately upon completion of work, regardless of the result. Rates of labour and plant hire are charges applicable to the service provided and are payable upon attempting to unblock/clear the drain via High Pressure Water Jetting or otherwise, or repair the drain by other means, even if the attempt is not successful. We will take appropriate legal action for non-payment, and we will look to the customer being responsible for all costs to us allowable by the Court.

6. COMMERCIAL/BUSINESS Customers (without credit facilities) – The price(s) quoted are exclusive of VAT at the prevailing rate. If you do not have agreed credit facilities in place with Rapid Drains Ltd you will be invoiced on completion of the work. The Total Due on the Invoice is payable immediately.

7. COMMERCIAL/BUSINESS Customers (with credit facilities) – You will be invoiced on completion of the work. The Total Due on the invoice is payable within 30 days of the date of the invoice.

8. DOMESTIC & COMMERCIAL/BUSINESS Customers – If payment is not made as set out in clauses 5, 6 & 7, an administration charge may apply and interest will accrue on the outstanding amount at the Bank of England prevailing base rate plus 8% until payment is received in full. An administration charge will be payable in respect of any expenses incurred for presented cheques that are dishonoured.

9. Our normal business hours are 8am to 6pm Monday to Friday, this is when we will undertake the works. We offer a 24-hour out-of-hours service subject to agreement. We may be able to work outside our normal business hours’ subject to increased rates.

10. We will not be liable under this contract for any loss or damage caused by us or our employees or agents in circumstances where:

-There is no breach of a legal duty of care owed to you by us or by any of our employees or agent

-Or such loss or damage is not a reasonably foreseeable result of any such breach

11. You must let us know of anything which may present a hazard or danger to anyone carrying out work on your property. You must also make sure that we have clear access to any relevant drains and covers and provide us with a supply of mains electricity and water. If we incur additional work or expense as a result of your failure to provide us with clear access, mains electricity and water, we may charge you for that additional work and/or expense.

12. We guarantee all remedial works for 90 days for repair works (unless stated on our job sheets) from the date of effective completion and payment of the work provided. Our guarantee will not apply where faults are caused wholly or in part by your (or any other person’s) misuse or neglect of those goods and materials or as a result of fair wear and tear.

Our guarantee is issued in addition to your statutory rights under the Consumer Rights Act 2015. You can obtain information about your rights from a Citizens Advice Bureau or Trading Standards Department.

13. If you are a tenant you will need your landlord’s permission to allow us to carry out the work. If the property is a listed building you may require planning permission. In either case, it is your responsibility to obtain any permission required for the work.

14. We will make every effort to complete the work on time (or, if no date has been agreed, within a reasonable time) but we cannot be held responsible for delays due to weather or other circumstances beyond our control. In this case, we will complete the work as soon as reasonably possible. We will make every effort to keep you fully informed at all times

15. Notice of your Right to Cancel. (Please note: Works undertaken by us at your request for the purpose of emergency repairs or maintenance are exempt from this legislation)

You have the right to cancel this contract as the work was agreed upon whilst we were in your home. You have a right to cancel this contract without giving a reason. You can cancel at
any time up until the cancellation period expires. If you wish to cancel the contract you must do so in writing by completing the form and delivery in person, post or email to our
head office. The cancellation period lasts for 14 days starting on the day after the contract was agreed.

16. Cancellations & Deposits

You must give reasonable notice of cancellation. Cancellation of works can cause us to incur costs as a result of administration, booking, labour, allocated time and materials bought, used or prepared for agreed works. As such deposits are non-refundable and we reserve the right to withhold deposits and apply charges to offset incurred losses at our discretion.