CONTACT US

If you have questions or requests about this privacy policy or our data handling practices, please reach out via email at contact-us@sanhydro.com.

Corporate Information

We are registered in England and Wales under registration number 12573795. Our registered address is 128 City Road, London, EC1V 2NX.

How We Collect Your Data

We actively collect your personal data when you interact with us or use our services. For instance, when you submit your address during booking, we use this data to provide the requested service and enhance your user experience.

Situations When We Collect Your Data

We collect data in the following situations:

• When you browse and interact with our Sites.
• During the booking process or account creation.
• When you make changes to your online account or mobile application.
• When you provide us with feedback.

Additionally, we gather technical information from third-party sites, including advertising platforms and analytics providers.

The Data We Collect About You

We strive for transparency in handling your data. Therefore, we collect and record various types of information:

Types of Information We Collect

• Technical Information: Details about your computer and visits to our Sites, including IP address, geographical location, browser type and version, operating system, searches made, referral source, visit duration, page views, and website navigation paths.
• Registration Information: Data provided when registering with our Sites, such as your name, email address, contact details, and information about your home.
• Subscription Information: Data for email notifications and newsletters, including your name, email address, and other contact details.
• Service Use Information: Data on service usage, including timing, type, frequency, and patterns.
• Transaction Information: Details about service purchases or transactions through our Sites, including date, time, type, amount spent, and payment details.
• Content Information: Information posted to our Sites or social media accounts for publication, such as your name, pictures, and post content.
• Rating Information: Data about ratings you provide to service providers.
• Communication Information: Content and metadata from communications sent to us or through our Sites.
• Interaction Information: Data from emails, phone calls, chats, SMS, and other interactions, including content and metadata.
• Feedback Information: Data from feedback, including survey responses.
• Communication Preferences: Data on your communication preferences, including marketing subscriptions.
• Payment Information: Although we do not store full credit card information, we use a third-party payment processor and store only the last four digits of the card number and a unique code for identification.

Before disclosing another person’s personal information, you must obtain their consent for both disclosure and processing in accordance with this policy.

We also collect, use, and share aggregated data, such as statistical or demographic data, which is anonymous and not considered personal data.

Children’s Data

Our Sites are not intended for children. We do not knowingly collect data relating to children.

How We Use Your Data

We use your personal data in compliance with the law. Generally, we use your data in these circumstances:

Contractual Basis

When processing is based on our contract, we use your information to:

• Administer our Sites and business.
• Personalise our Sites for you.
• Enable your use of our Sites’ services.
• Supply purchased services through our Sites.
• Send statements, invoices, payment reminders, and collect payments.
• Inform you about service updates and changes.
• Send non-marketing commercial communications.
• Send requested email notifications.
• Facilitate referrals.
• Address complaints or requests efficiently.
• Update you on prices, terms, and conditions.
• Inform you about new features.
• Handle enquiries and complaints related to our Sites.
• Keep our Sites secure and prevent fraud.

Legitimate Interests

When processing is based on legitimate interests, we use your information to:

• Research, assess, analyse, and improve our services.
• Send marketing materials (with opt-out option).
• Request feedback (with opt-out option).
• Provide third parties with statistical information (without identifying individuals).

Legal Obligations

When processing is based on legal obligations, we use your information to:

• Create transaction records.
• Comply with legal or regulatory requirements.

If you submit personal information for publication on our Sites, we will use that information according to the consent you grant us.

Disclosures of Your Data

We store your information on our servers within the EU and handle it with care. We may disclose your personal information to:

• Employees, officers, insurers, professional advisers, agents, suppliers, or subcontractors as necessary.
• Relevant staff to complete bookings and related communications.
• Third-party service providers, including payment providers, customer service software, marketing partners, and referrals.

Apart from the reasons specified in this policy, we will not share your personal information with third parties, except to:

• Comply with legal obligations.
• Participate in legal proceedings.
• Establish, exercise, or defend our legal rights.
• Transfer to a purchaser (or prospective purchaser) of any business or asset we are selling or considering selling.
• Provide to any person who might request it through a court or authority, if likely to be ordered.

International Data Transfers

We may process information outside the European Economic Area (EEA). We ensure such data is protected with the same safeguards as within the EEA. We implement one of the following safeguards for transfers:

• Use specific contracts approved by the European Commission, providing data protection equivalent to Europe.
• Transfer to countries deemed adequate by the European Commission.

Data Security

We implement appropriate security measures to prevent accidental loss, unauthorised access, alteration, or disclosure of your personal data. Access is limited to employees, agents, contractors, and third parties with a business need to know.

We handle suspected data breaches according to our procedures and will notify you and the Information Commissioner as required by law.

You acknowledge that Internet transmission is inherently insecure and cannot guarantee data security. Keep your password confidential and avoid sharing it.

Data Retention

We retain your personal data only as long as necessary to fulfill our purposes, including legal, accounting, or reporting requirements. We consider data amount, nature, sensitivity, and legal obligations when determining retention periods.

You may request data deletion in some circumstances. Alternatively, we may anonymise your data for research or statistical purposes and use it indefinitely without further notice.

Cookies

Our Sites use cookies, which are files containing identifiers sent from a web server to a browser and stored by the browser. Cookies can be “persistent” or “session” cookies. Persistent cookies remain until their expiry date unless deleted by the user. Session cookies expire when the browser is closed.

Cookies generally do not contain personal information but may link to personal data we store. We use cookies to:

• Recognise a computer when visiting our Sites.
• Track navigation on our Sites.
• Enable boking systems.
• Improve usability.
• Analyse Site usage.
• Administer Sites.
• Prevent fraud and enhance security.
• Personalise Sites for each user.
• Target relevant advertisements.
• Keep track of personal and home information.

We use Google Analytics and similar tools to analyse website statistics and improve our Sites. Google’s privacy policy is available at: www.google.com/privacypolicy.html.

Your Rights

Under data protection law, you have rights concerning your data. To exercise these rights, please contact our Data Protection Officer.

Your Rights Include

• Right to be Informed: Clear, transparent information about data use and your rights.
• Right to Rectification: Correct any incomplete or inaccurate data.
• Right to Access: Obtain a copy of your data and verify lawful processing.
• Right to Erasure: Request deletion of data when there is no valid reason for processing.
• Right to Restrict Processing: Ask us to suspend data processing.
• Right to Data Portability: Receive your data in a machine-readable format or transfer it to a third party.
• Right to Object: Object to specific types of processing, such as marketing emails.
• Right to Withdraw Consent: Withdraw consent where we rely on it for processing your data.

Exercising Your Rights

For security, we may request specific information to confirm your identity. We will not charge a fee unless the request is unfounded, repetitive, or excessive. We aim to respond to all legitimate requests within one month. If dissatisfied, you have the right to complain to the Information Commissioner.

Amendments

We may amend or update this policy at our discretion. Changes will be posted on our Sites, and we will notify you via email or push notification where appropriate.

Third-Party Websites

Our Sites may include links to third-party websites, plug-ins, and applications. These links may allow third parties to collect or share your data. We do not control these third-party sites and are not responsible for their privacy statements. We encourage you to review the privacy notices of any websites you visit.

This privacy notice was last updated on 30 July 2024.