Privacy Policy

This document is written for publication on the ELUVO website. It should be reviewed periodically and updated when new systems, cookies, marketing tools, customer portal features, or CRM integrations are added.

Contents

1. Who we are
2. What this Privacy Policy covers
3. Personal information we collect
4. How we collect personal information
5. Why we use your personal information and our lawful bases
6. ServiceM8, CRM, customer history and job records
7. Photos, videos and property records
8. Cookies and website analytics
9. Marketing communications
10. Who we share personal information with
11. International transfers
12. How long we keep personal information
13. How we protect personal information
14. Your rights
15. Complaints
16. Children
17. Automated decision-making
18. Links to other websites and platforms
19. Changes to this Privacy Policy
20. Contact details
21. Appendix A. Short website privacy notice

1. Who we are

ELUVO Ltd, trading as ELUVO Climate Solutions, is the data controller for the personal information described in this Privacy Policy. This means we decide why and how your personal information is used when you contact us, use our website, request a quotation, book a service, join a maintenance plan, or receive services from us.

Our services include boiler installation, servicing and repair, heating work, air conditioning installation and maintenance, heat pump services, surveys, diagnostics, reports, customer aftercare and maintenance plans.

For privacy questions or requests, contact support@eluvo.co.uk or write to ELUVO Ltd, 64 Lancaster Road, Yate, BS37 5SX.

2. What this Privacy Policy covers

This Privacy Policy explains how we collect, use, store, share and protect personal information when you:

• visit https://www.eluvo.co.uk or interact with our website forms;
• contact us by phone, email, WhatsApp, SMS, online form, social media or post;
• request a quote, survey, diagnostic visit, installation, repair, service or maintenance plan;
• send us photos, videos, property details or technical information;
• receive services from ELUVO or one of our approved subcontractors;
• pay invoices, receive customer support, make a complaint or leave a review.

This policy does not replace our Terms and Conditions, Cookie Policy, quotation terms, maintenance plan agreement, or any separate contract documents issued to you.

3. Personal information we collect

The personal information we collect depends on how you interact with us and what services you request. We may collect:

• Identity and contact details: name, address, email address, telephone number and communication preferences.
• Property and job information: property address, property type, heating/cooling system details, appliance details, access information, photos, videos, survey notes, engineer notes and service history.
• Booking and customer records: appointment dates, job references, quotations, invoices, payment status, customer messages, call notes, complaints and aftercare records.
• Technical and compliance records: gas, heating, air conditioning, heat pump, electrical, refrigerant, safety, commissioning, warranty and certificate information where relevant.
• Payment information: invoice records, payment status and transaction references. We do not intend to store full payment card details; card payments should be processed by secure payment providers.
• Website and device information: IP address, browser type, device information, approximate location, pages visited, form submissions, cookie preferences and analytics data where enabled.
• Marketing and review information: consent status, unsubscribe records, review request records and responses to campaigns or offers.
• Limited access or vulnerability information: information you choose to give us that helps us safely arrange an appointment, such as mobility needs, accessibility needs, household restrictions or vulnerable occupants.

Please do not send us sensitive personal information unless it is necessary for safety, access, legal, or service reasons. If you do provide such information, we will use it only where necessary and in line with data protection law.

4. How we collect personal information

We collect information directly from you when you complete a website form, call us, email us, send WhatsApp/SMS messages, book a job, accept a quotation, pay an invoice, provide photos or videos, or speak to our engineers.

We may also receive information from third parties where relevant, such as landlords, managing agents, tenants, family members, manufacturers, warranty providers, payment providers, CRM/booking systems, website analytics tools, review platforms, subcontractors, certification bodies, insurers, accountants or legal advisers.

5. Why we use your personal information and our lawful bases

Under UK data protection law, we must have a lawful basis for using personal information. The main lawful bases we rely on are contract, legal obligation, legitimate interests and consent. The table below explains the usual position for ELUVO.

Purpose	Personal data used	Lawful basis
Responding to enquiries and quote requests	Name, contact details, property address, service requirement, photos/videos you provide	Contract steps before entering into a contract; legitimate interests
Booking and carrying out services	Contact details, property/job details, access notes, appointment records, engineer notes, photos, certificates	Contract; legal obligations; legitimate interests
Invoicing, payment and accounting	Invoice details, payment status, billing address, transaction reference	Contract; legal obligations
Service plans, reminders and aftercare	Customer history, equipment details, service dates, warranty details, communication preferences	Contract; legitimate interests
Safety, compliance and certification	Job records, technical records, appliance/system details, certification information	Legal obligations; legitimate interests
Complaints, disputes and debt recovery	Communication history, job records, invoice/payment records, evidence and photos	Legitimate interests; legal claims; legal obligations
Website analytics and non-essential cookies	Cookie identifiers, device/browser data, approximate usage data	Consent where required under PECR/UK GDPR
Marketing and reviews	Name, email/phone, service history, marketing preferences, review request history	Consent where required; soft opt-in where permitted; legitimate interests for non-intrusive customer follow-up
Project photos for marketing/portfolio	Non-identifiable project images; identifiable images only where agreed	Legitimate interests for non-identifiable images; consent for identifiable use

Where we rely on legitimate interests, we only do so where we consider that our business interest is not overridden by your rights and freedoms. You can object to processing based on legitimate interests by contacting us.

6. ServiceM8, CRM, customer history and job records

We may use ServiceM8 or equivalent field-service, CRM, booking, calendar, document storage, accounting and communication systems to manage customer enquiries, quotations, appointments, job sheets, photos, reports, invoices, payment status, service reminders, warranty support and customer history.

These systems help us provide a more reliable service, maintain accurate records, support warranties, handle complaints and keep track of recurring maintenance requirements.

7. Photos, videos and property records

We may take or store photos and videos before, during and after work for technical records, survey reports, quote preparation, installation evidence, quality control, training, safety, warranty support, complaints and legal protection.

We will not intentionally publish identifiable personal information, faces, house numbers, full addresses, private documents or other private details without consent. We may use non-identifiable project images for portfolio, training or marketing purposes unless you object in writing.

8. Cookies and website analytics

Our website may use cookies and similar technologies. Some cookies are strictly necessary for the website to work. Others, such as analytics, advertising, tracking pixels, maps, embedded tools or chat widgets, may require your consent.

Where non-essential cookies are used, we will ask for consent through a cookie banner or preference tool. You can change your cookie preferences where the website provides this function. Full details should be provided in our separate Cookie Policy.

9. Marketing communications

We may send marketing or service-related communications about ELUVO services, maintenance plans, seasonal reminders, offers, aftercare, safety reminders, heating/cooling information and related services.

We will only send electronic marketing where permitted by law. This may be based on your consent or, where allowed, the customer soft opt-in for similar services. Every marketing email or message should provide a clear way to opt out.

Service messages, such as appointment reminders, invoices, safety notices, service plan updates and warranty communications, are not normally marketing messages.

10. Who we share personal information with

We may share personal information where necessary with:

• field-service, CRM, booking, calendar, communication and cloud storage providers, including ServiceM8 or equivalent systems;
• email, website hosting, IT, security, analytics and cookie management providers;
• payment processors, banks, accounting software providers, bookkeepers and accountants;
• manufacturers, warranty providers, suppliers and technical support teams;
• Gas Safe, F-gas, building control, competent person schemes, certification bodies or regulators where required;
• subcontractors, specialist contractors, surveyors, electricians, plumbers, HVAC engineers or other professionals involved in the work;
• insurers, legal advisers, debt recovery providers, dispute resolution bodies and courts where necessary;
• landlords, tenants, managing agents, property owners or authorised representatives where relevant to the job.

We do not sell personal information.

11. International transfers

Some of the systems or service providers we use may process data outside the UK. Where this happens, we will take reasonable steps to ensure appropriate safeguards are in place, such as adequacy regulations, approved contractual terms, or other lawful transfer mechanisms.

12. How long we keep personal information

We keep personal information only for as long as necessary for the purposes described in this policy, including service delivery, accounting, warranty support, insurance, complaints, legal claims, customer history and regulatory obligations.

Record type	Typical retention period
Website enquiries where no work is carried out	Usually up to 24 months, unless needed for a dispute, complaint or future enquiry.
Customer job records, quotations, photos, reports and service history	Usually up to 7 years after the last customer interaction, or longer where needed for warranties, legal claims, insurance or compliance.
Accounting, invoices and payment records	Usually 6 years plus the current accounting year, or as required by law.
Warranty and manufacturer registration records	For the warranty period and a reasonable period afterwards.
Maintenance plan records	For the plan term and a reasonable period afterwards for service history, disputes and legal obligations.
Marketing preferences and opt-out records	Until you unsubscribe or ask us to stop; suppression records may be kept to make sure we do not contact you again.
Cookie and analytics records	As explained in our Cookie Policy and cookie consent tool.

These periods are guidelines. In some cases, we may keep records for longer if required for legal, insurance, warranty, safety, dispute or regulatory reasons.

13. How we protect personal information

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration and disclosure. These measures may include secure cloud systems, access controls, password protection, device security, backups, supplier controls, staff/contractor instructions and limiting access to information where appropriate.

No system is completely secure. You should avoid sending unnecessary sensitive information by email, WhatsApp or website form.

14. Your rights

Under data protection law, you may have rights to:

• be informed about how your information is used;
• access a copy of your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to delete personal information in certain circumstances;
• ask us to restrict how we use your information in certain circumstances;
• object to certain uses of your information, including some legitimate interests processing and direct marketing;
• request data portability in certain circumstances;
• withdraw consent where we rely on consent.

To exercise your rights, contact support@eluvo.co.uk. We may need to verify your identity before responding. Some rights are not absolute and may not apply in every case, for example where we need to keep information for legal, accounting, warranty, safety or dispute reasons.

15. Complaints

If you have concerns about how we use your personal information, contact us first so we can investigate and respond.

• Privacy contact: support@eluvo.co.uk
• Telephone: 0117 463 6768
• Address: ELUVO Ltd, 64 Lancaster Road, Yate, BS37 5SX

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator. Website: ico.org.uk

16. Children

Our website and services are not directed at children. We do not knowingly collect personal information from children for marketing purposes.

17. Automated decision-making

We do not currently use personal information for solely automated decisions that have legal or similarly significant effects. Website calculators, booking tools or quote forms may provide guidance, but any final quotation or service decision should be confirmed by ELUVO.

18. Links to other websites and platforms

Our website may include links to third-party websites, maps, payment pages, review platforms, manufacturer pages, social media pages or booking tools. We are not responsible for the privacy practices of third-party websites. You should read their privacy information before providing personal information.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time, for example when we add new services, website features, CRM tools, customer portal features, analytics, advertising, payment systems or legal requirements change. The latest version should be published on our website.

20. Contact details

• Company: ELUVO Ltd trading as ELUVO Climate Solutions
• Company number: 17279172
• Registered office: 64 Lancaster Road, Yate, BS37 5SX
• Registered in England and Wales
• Website: www.eluvo.co.uk
• Main telephone: 0117 463 6768
• Mobile / WhatsApp: 07724 392983
• General enquiries: hello@eluvo.co.uk
• Bookings: bookings@eluvo.co.uk
• Support / privacy requests: support@eluvo.co.uk
• Accounts / payments: accounts@eluvo.co.uk

Appendix A. Short website privacy notice

This short notice can be used near website forms, below quote request forms, or inside a booking flow:

“Privacy notice: ELUVO Ltd uses the information you provide to respond to your enquiry, prepare quotations, arrange bookings, deliver services, manage customer records, issue invoices, support warranties and handle complaints. We may store your information in CRM/field-service systems and share it with trusted providers where necessary. We do not sell your personal information. Read our full Privacy Policy at www.eluvo.co.uk/privacy.html.”