Privacy Policy

This privacy policy explains how Aurex Plan Ltd ("Aurex Plan", "we", "us", "our") collects and uses your personal information when you visit our website, ask for a quote, take out an Aurex Plan or ask us for a repair or service. It also explains your rights and how to contact us about your information.

1. Who we are

Aurex Plan Ltd is a company registered in England and Wales (company number 17087886). Registered office: Bourne Space, 23 Bourne House, Hinton Road, Bournemouth, Dorset, BH1 2EF. We are the "controller" of the personal information described in this policy, which means we decide how it is used.

You can contact us about this policy or your information:

• by email: support@aurexplan.com
• by phone: 0333 002 0723
• by post: Aurex Plan Ltd, Bourne Space, 23 Bourne House, Hinton Road, Bournemouth, Dorset, BH1 2EF

2. The information we collect

When you ask for a quote

Our quote form asks for the services you are interested in (boilers and heating, plumbing and drainage, household appliances or an emergency repair), your property type, number of bedrooms, postcode, how urgent your request is, an optional description, your full name, email address, phone number, how you would prefer us to contact you, and your confirmation that we may contact you about your enquiry. The form also contains a hidden field that helps us filter out spam. It is not used for anything else.

When you take out a plan

• your name, address, email address and phone number
• your date of birth, where we need it to confirm that you are 18 or over and to verify your identity
• the address of the property covered and details of the boiler, heating, plumbing, drainage and appliances covered, such as make, model, age, condition and maintenance or service records
• the plan and any add-ons you choose, and your payment history
• your bank or card details for your monthly payments, which are handled by our payment provider

When you ask us for a repair or service

• details of the fault and how to access the property
• appointment details, engineers' reports, parts used, photos of the fault or the repair, and records of services and safety checks

When you contact us

If you phone or email us, we keep a record of what you tell us and our replies, including any complaints.

If you tell us about a health condition or vulnerability

If you choose to tell us about a health condition, disability or other circumstance (for example that someone in the home is vulnerable without heating), so that we can take it into account when arranging a visit, this is "special category" information. We will only use it for that purpose, with your explicit consent, and you can withdraw your consent at any time.

When you visit our website

We do not use analytics, advertising or tracking tools on our website. When your device loads our pages, our website host and font provider (see section 5) receive technical information such as your IP address. See section 10 and our Cookie Policy.

3. How we use your information, and our lawful basis

Data protection law (the UK GDPR and the Data Protection Act 2018) says we must have a lawful basis for each way we use your personal information. Ours are:

• Replying to your quote request. Lawful basis: taking steps at your request before entering into a contract with you.
• Setting up and managing your plan, taking your monthly payments, arranging engineer visits, repairs, services and replacements, and providing customer support. Lawful basis: performing our contract with you.
• Checking that you and the items covered are eligible, and checking service requests to prevent fraud and misuse. Lawful basis: performing our contract with you, and our legitimate interests in preventing fraud.
• Sending you service messages about your plan, such as appointment details, payment reminders and changes to your plan or these policies. Lawful basis: performing our contract with you.
• Keeping accounting and tax records, and complying with other legal obligations (for example gas safety law). Lawful basis: our legal obligations.
• Keeping records of our work, dealing with complaints and defending legal claims. Lawful basis: our legitimate interests in running our business and protecting our legal position.
• Sending you marketing about our own similar services. If you are a customer, we may email or text you about similar services we offer, unless you have told us not to (the "soft opt-in" under regulation 22 of the Privacy and Electronic Communications Regulations 2003, together with our legitimate interests). We will only send marketing to anyone else if they have given their consent. Every marketing message includes an easy way to unsubscribe.
• Using information about a health condition or vulnerability that you choose to share. Lawful basis: your explicit consent.
• Keeping our website and quote form working and secure, including filtering out spam. Lawful basis: our legitimate interests.

Where we rely on legitimate interests, we have balanced our interests against yours, and you have the right to object (see section 8). We do not make decisions about you using purely automated means.

4. Do you have to give us your information?

No, but we need your contact details and details of your property and the items to be covered to give you a quote, set up your plan and carry out repairs and services. If you do not provide them, we may not be able to offer you a plan. The quote form shows which fields are required. Anything else is optional.

5. Who we share your information with

We never sell your personal information. We only share it where we need to, with:

• engineers and contractors who carry out repairs and services for us, so they can contact you and do the work
• suppliers of parts and replacement appliances, where they need your address to deliver them
• Netlify, which hosts our website and receives and stores quote form submissions for us (Netlify Forms)
• Namecheap, which hosts our email (Private Email)
• Google, which provides the fonts used on our website (Google Fonts) and receives your IP address when your browser loads them
• our payment provider and bank, to collect your monthly payments
• anyone you ask us to deal with on your behalf, such as a tenant, letting agent or family member
• our accountant, insurers and professional advisers, and HMRC
• the police, courts or regulators, where the law requires it or where we need to protect our legal rights or prevent fraud

Service providers who handle information on our behalf may only use it to provide their service to us.

6. Transfers outside the UK

Some of the providers above, including Netlify, Namecheap and Google, are based in the United States or may process information outside the UK. Where your personal information is transferred outside the UK, it is protected by appropriate safeguards, such as the UK Extension to the EU-US Data Privacy Framework (where the provider is certified under it) or the UK International Data Transfer Agreement or Addendum.

7. How long we keep your information

• Quote requests that do not lead to a plan: up to 12 months after our last contact with you.
• Customer, plan and service records: for as long as your plan is active, and for 6 years after it ends. This is the usual time limit for legal claims and for keeping tax records.
• Marketing preferences: if you unsubscribe, we keep a short record of this so that we do not contact you again.
• Health or vulnerability information you have shared: until it is no longer needed for your plan, or until you withdraw your consent.
• Information we need for a complaint or legal claim: until the matter is resolved and any time limit for further claims has passed.

After that, we securely delete or anonymise your information.

8. Your rights

You have the right to:

• access: ask for a copy of the personal information we hold about you
• rectification: ask us to correct information that is wrong or incomplete
• erasure: ask us to delete your information, unless we need to keep it (for example for tax records or a legal claim)
• restriction: ask us to limit how we use your information
• portability: ask us to transfer information you gave us to you or to another organisation, where we use it on the basis of our contract with you or your consent
• objection: object to us using your information where we rely on legitimate interests. You have an absolute right to object to direct marketing, and we will stop as soon as you tell us
• withdraw consent at any time, where we rely on your consent. This does not affect anything we did before you withdrew it

To use any of these rights, contact us using the details in section 1. It is free, and we will reply within one month. We may need to ask you to confirm your identity first.

9. Complaints

If you are unhappy with how we have handled your personal information, please tell us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator:

Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk/make-a-complaint

10. Cookies

We do not set any cookies of our own, and we do not use analytics, advertising or marketing cookies. See our Cookie Policy for details.

11. Children

Our plans are only available to adults aged 18 or over. Our website is not directed at children under 13, and we do not knowingly collect information about them.

12. Keeping your information secure

We take sensible steps to protect your information, such as using secure, password-protected systems and only giving access to people who need it. No website or email system can be completely secure, but if something goes wrong we will act quickly and tell you and the ICO where the law requires us to.

13. Links to other websites

Our website may link to other websites. We are not responsible for how they handle your information, so please read their own privacy policies.

14. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated. If we make important changes that affect our customers, we will let you know.