Privacy Policy

What we collect

What we collect depends on how you use PlusHeat.

If you're a customer (website or a job booked through us)

• Your name, email address, phone number and home address
• Payment and billing information
• Details of the products or services you've enquired about or purchased
• How you use our website (pages visited, time spent, device type, IP address)
• Records of conversations with our customer support team, including AI chat tools
• If you're tracking a job in progress, the engineer's live location and status is shown to you on a tracking page — this doesn't require an account or any extra data from you beyond the link

If you're an engineer using the PlusHeat Engineer app

• Your name, email address and phone number
• Your trade credentials — for example your Gas Safe registration number
• Job and appointment details for the work assigned to you
• Your location — see "Location tracking" below
• Photos, videos and signatures you capture as part of a job report or certificate — see "Photos, videos and signatures" below
• A device push-notification token, so we can alert you to new job offers

Location tracking

This is the part of the app most worth being specific about. The PlusHeat Engineer app tracks your GPS location only while you are driving to a job — from the moment you tap “Start journey” until you tap “I'm here”. Arriving stops it. It does not track your location while you are working at the property, it does not track your location at any other time, and it does not track your location in the background once a job is finished.

We use this only to show the customer waiting for you a live map and an estimated arrival time on their tracking page, and to keep our own job-dispatch records accurate. It is not used for any other purpose, and we do not sell or share it beyond the service providers listed below.

Photos, videos and signatures

Job reports and gas safety certificates can include photos or videos you take of the work, and a signature captured on screen (yours or the customer's). These are uploaded securely and stored against the job record — they're part of the statutory paperwork for the work carried out, and are kept for as long as those records are required to be kept.

How we use your information

• Deliver our services — process bookings, dispatch the right engineer to a job, manage your account, and keep things running smoothly
• Stay in touch — send booking confirmations, job offers, status updates and important notices, by SMS, push notification or email
• Personalise your experience — show you relevant products and offers based on your history with us
• Power our AI tools — use smart technology to answer your questions faster, make helpful recommendations, and improve our customer support (more on this below)
• Produce statutory paperwork — generate gas safety certificates (CP12) and service records from the reports engineers file
• Improve what we do — analyse how our website and services are used so we can make them better
• Meet our legal obligations — keep records we're required to keep by law

We'll only send you marketing emails if you've opted in, and you can unsubscribe at any time.

How we use AI

PlusHeat uses AI in one place, and only when someone asks it to.

In the PlusHeat Engineer app, an engineer writing up a job can tap “Rewrite with AI” on the fault description or the actions completed. When they do, the text they have typed is sent to OpenAI, which returns the same account tidied for spelling, grammar and clarity. The engineer sees the result and can undo it.

• It only happens on that tap. Nothing is sent to OpenAI in the background, and no other part of the app or the website uses AI.
• Only the words in that one field are sent — not the customer’s name, address, phone number, photos or location.
• It may only rephrase what the engineer wrote. It is instructed never to add, infer or embellish a fact, action, part or outcome, because that text becomes part of a legal service record.
• It goes through the OpenAI API. Data sent that way is not used to train OpenAI’s models, and we do not use it to train any model of our own. OpenAI keeps a copy for up to 30 days for abuse monitoring, then deletes it.

Important: we don’t sell your data to AI companies, and we won’t use it to train third-party AI models without your explicit permission.

No decision about you is made by AI. Which engineer is offered a job, what a job costs and whether work is signed off are all decided by people and by rules we wrote. If that ever changes, this page will say so before it does.

Cookies

Our website uses cookies to keep it working properly and to understand how people use it. You can control cookies through your browser settings, though switching some off may affect how the site works.

The PlusHeat Engineer app does not use cookies.

Who we share your data with

We only share your data when necessary, and we never sell it.

Every provider listed above is bound by a data processing agreement that requires them to protect your data to the same standard set out in this policy, and to use it only for the purpose shown against their name.

One thing does not fit that table, so we list it separately. The engineer app loads its mapping library from unpkg, a free public network for delivering open source code. We have no contract with them. They receive your device’s IP address when the map loads, and nothing else — no name, no location, no job details.

Beyond these service providers, we only share data with:

• Legal authorities, if we're required to by law
• A new owner, if PlusHeat is ever sold or merged — we'll notify you if this happens

Keeping your data safe

We take reasonable technical and organisational steps to protect your data. No system is completely foolproof, but we take this seriously and review our security practices regularly.

How long we keep your data

We keep your data for as long as needed to provide our services or meet legal requirements. When it's no longer needed, we delete or anonymise it.

If you delete your PlusHeat Engineer account from within the app, we anonymise your profile straight away — your name, email and phone number are removed and you're signed out everywhere. If you're a registered Zoho engineer, the job history attached to your work is kept as part of our business records (we're required to keep these for accounting and compliance reasons), but it's no longer linked to a live account you can sign in to.

Your rights

You're in control of your data. You have the right to:

• See what data we hold about you
• Correct anything that's wrong
• Delete your data (in most circumstances)
• Object to how we use it, including AI-based profiling
• Ask for a human review of any automated decision that affects you
• Take your data elsewhere in a portable format

If you're an engineer, the quickest way to delete your account is in the app itself: Profile → Delete account. For anything else, email us at support@plusheat.co.uk. You can also raise a concern with the Information Commissioner's Office (ICO) at www.ico.org.uk.

Children's privacy

PlusHeat is not directed at children, and we don't knowingly collect data from anyone under 16. If you believe a child has given us personal data, contact us and we'll remove it.

Changes to this policy

If we make significant changes, we'll let you know by email or a notice on our website before they take effect.

Questions?

We're happy to help.

support@plusheat.co.uk  ·  0808 164 2892  ·  www.plusheat.co.uk