Privacy Policy

1. Who we are

FlowTrace Ltd is a leak detection company registered in England and Wales, operating across London and the surrounding areas. We are registered with the Information Commissioner's Office (ICO) as a data controller. When this policy says “we”, “us”, or “our”, it means FlowTrace Ltd.

2. What personal data we collect

We collect only the data necessary to respond to your enquiry and deliver our services:

• Contact details — name, phone number, and email address you provide via our quote form or direct communication.
• Property information — postcode or address required to assess and carry out leak detection work.
• Server logs — standard web server logs (IP address, browser type, pages visited) retained briefly for security and performance monitoring.

We do not use third-party advertising cookies or tracking pixels on this website.

3. How we use your data

We process your personal data to:

• Respond to your enquiry and provide a quote.
• Schedule, carry out, and follow up on leak detection work.
• Comply with legal obligations (e.g. tax records, health and safety).

Lawful basis: Pre-contractual or contractual necessity for delivering services; legitimate interests for responding to enquiries and improving our service.

4. Who we share your data with

We share your data only where necessary:

• With subcontractor engineers who assist in carrying out work at your property, bound by confidentiality obligations.
• With professional advisers (e.g. accountants) where legally required.

We never sell, rent, or trade your personal data with third parties for marketing purposes.

5. How long we keep your data

• Enquiry data (no job commissioned) — deleted after 12 months.
• Financial and job records — retained for 6 years in line with HMRC requirements.
• Server logs — automatically purged after 30 days.

6. Your rights

Under UK GDPR and the Data Protection Act 2018, you have the right to:

• Access — request a copy of the data we hold about you.
• Rectification — have inaccurate data corrected.
• Erasure — request deletion where no legal obligation to retain applies.
• Restriction — limit how we process your data in certain circumstances.
• Portability — receive data in a machine-readable format where technically feasible.
• Objection — object to processing based on legitimate interests.

To exercise any right, email us at hello@flowtrace.co.uk. We will respond within 30 days. You also have the right to lodge a complaint with the ICO at ico.org.uk.

7. Data security

We take reasonable technical and organisational measures to protect your data, including TLS encryption for data in transit and access controls limiting who can view your information. We do not store payment card details.

8. External links

Our website may contain links to third-party sites. We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.

9. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top of this page will reflect any changes. Continued use of our website or services after an update constitutes acceptance of the revised policy.