Effective date: 19th March 2026
Business name: Taps, Flushes and Fans
Legal entity: Orchards Investments Ltd T/A Taps Flushes and Fans
Address:
The Warehouse @ The Old School House
Bedford Street
Ampthill
Bedfordshire
MK45 2NB

Company number: 12057890
Email: info@tapsflushesandfans.co.uk
Telephone: 03301225900

This Privacy Policy explains how Taps, Flushes and Fans collects, uses, stores and protects your personal data when you use our website, contact us, or make a booking or enquiry.

1. Who we are

Taps, Flushes and Fans is a trading name of Orchards Investments Ltd. For the purposes of data protection law, we are the data controller for the personal data covered by this policy.

2. The personal data we collect

We may collect and process the following personal data:

• name

• telephone number

• email address

• property address

• postcode

• details of your enquiry or booking

• preferred appointment times and availability

• photos, videos or other files you choose to provide

• records of messages and conversations with us, including chatbot transcripts

• technical website data such as IP address, browser type, device type and cookie data

3. How we collect your personal data

We collect personal data when you:

• fill in forms on our website

• use our booking chatbot

• contact us by phone, email or message

• request a quote, survey, callback or booking

• upload photos or videos

• browse our website

The ICO says privacy information should be provided when personal data is collected from the individual, such as when they fill in a form or are tracked online.

4. Why we use your personal data

We use your personal data to:

• respond to enquiries

• assess whether a job is within our scope and service area

• provide estimates, guide prices, fixed prices or guaranteed price routes where applicable

• arrange and manage bookings

• contact you about appointments

• send links to upload photos where needed

• keep records of enquiries and bookings

• improve our services, website and booking systems

• deal with complaints or disputes

• comply with legal and regulatory obligations

5. Our lawful bases for processing

Under UK GDPR, organisations must identify a lawful basis for each processing purpose and explain it in their privacy notice. Contract and legitimate interests are both commonly relevant here, depending on the purpose.

We rely on the following lawful bases:

Contract

Where we need your information to take steps at your request before entering into a contract, or to provide the services you have booked, such as:

• handling your enquiry

• arranging an appointment

• attending a booked visit

• contacting you about the job

Legitimate interests

Where it is reasonably necessary for the running and improvement of our business, and your rights do not override those interests, such as:

• maintaining records of enquiries and bookings

• reviewing chatbot conversations and transcripts

• preventing misuse of our systems

• improving our website and booking journey

• handling internal administration

• following up on incomplete enquiries

Legal obligation

Where we need to use your personal data to comply with the law, for example:

• accounting and tax record keeping

• responding to legal claims or regulatory requirements

Consent

Where consent is required, such as for certain cookies or similar technologies, we will ask for it. The ICO makes clear that legitimate interests is flexible but not automatic, and consent is not always the right lawful basis for routine service delivery.

6. Who we share your personal data with

We may share your data with trusted service providers where necessary to operate the business, including:

• booking and scheduling platforms

• email and messaging providers

• payment, invoicing or accounting providers

• website, hosting and analytics providers

• customer communication and automation providers

• contractors or staff who need the information to deal with your enquiry or booking

We only share personal data where it is reasonably necessary and appropriate.

We may also share personal data:

• where required by law

• to establish, exercise or defend legal claims

• in connection with the sale, transfer or restructuring of the business

The ICO says a privacy notice should explain who data is shared with and why.

7. Chatbot conversations and transcripts

If you use our website chatbot, we may store:

• the messages you send

• the responses generated

• booking details collected during the conversation

• the full transcript of the interaction

We use this information to:

• handle your enquiry

• prepare and manage bookings

• improve the booking process

• keep an internal record of what was discussed

8. Photos, videos and uploads

If you send us photos, videos or other supporting files, we use them to:

• understand the issue

• assess likely repair or replacement routes

• prepare for the visit

• provide a more accurate quote where possible

You should only send material that is relevant to your enquiry or booking.

9. How long we keep your data

The ICO says a privacy notice should tell people how long you keep personal data, or how you decide that period.

We keep personal data only for as long as reasonably necessary for the purposes described in this policy, including:

• handling enquiries

• managing bookings and customer communications

• maintaining business and accounting records

• dealing with complaints or legal claims

Retention periods may vary depending on the type of record and the reason it was collected.

10. Website analytics and cookies

Our website may use cookies and similar technologies to:

• keep the site functioning properly

• understand how visitors use the site

• improve performance and user experience

• support marketing or analytics tools where used

Where required by law, we will request your consent before placing non-essential cookies on your device.

You can also control cookies through your browser settings.

11. International transfers

Some of our service providers may process data outside the UK. Where that happens, we take reasonable steps to ensure appropriate safeguards are in place in line with data protection law.

12. Your data protection rights

Depending on the circumstances, you may have the right to:

• request access to your personal data

• request correction of inaccurate data

• request deletion of your data

• request restriction of processing

• object to processing

• request transfer of your data in certain cases

• withdraw consent where processing is based on consent

The ICO says people must be told about their rights and how they can exercise them.

To exercise any of these rights, contact us at:
info@tapsflushesandfans.co.uk
03301225900

13. Complaints

If you have concerns about how we use your personal data, please contact us first and we will try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator. The ICO provides guidance and tools for privacy notices and individual rights.

14. Data security

We take reasonable technical and organisational measures to protect personal data against unauthorised access, misuse, loss or disclosure.

However, no website or online transmission is completely secure, and you provide information at your own risk.

15. Third-party links

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices of those third parties, and you should read their privacy policies separately.

16. Changes to this policy

We may update this Privacy Policy from time to time. The latest version published on this website will apply.

17. Contact us

If you have any questions about this Privacy Policy or how we handle your personal data, contact:

Taps, Flushes and Fans
Orchards Investments Ltd T/A Taps Flushes and Fans
The Warehouse @ The Old School House
Bedford Street
Ampthill
Bedfordshire
MK45 2NB

Email: info@tapsflushesandfans.co.uk
Telephone: 03301225900