Privacy & Cookie Policy

Who we are

Arctic AC Ltd ("we", "us") provides air conditioning installation, servicing and repair in Manchester and the surrounding area. We are the data controller for the personal data described in this policy.

• Company registration number: 16654212
• Email: info@arcticac.co.uk
• Phone: 0161 987 7786

What personal data we collect

• Enquiries and price estimates — your name, phone number, email address and details about your property when you contact us or use our price estimator.
• Survey bookings — when you ask us out to look at air conditioning for your home or premises, the address we would be visiting, whether you own or rent it, any notes you give us about access and parking, and the dates and times you tell us suit you.
• Quotes and acceptance — your name, address, contact details and electronic signature when you review and accept a quote.
• Payments — payments are processed by Stripe. We never see or store your full card details; we receive confirmation of payment and basic billing information.
• Website analytics — only if you accept analytics cookies, we collect anonymised usage data (pages visited, approximate location, device type) via Google Analytics.

How and why we use your data

• To respond to enquiries and provide quotes — necessary to take steps at your request before entering a contract.
• To follow up a price estimate — if you use our price estimator, we may email you twice over the following week to ask whether you have any questions and to offer a survey, and on WhatsApp too if you ticked the box that says so. Our legitimate interest in answering the enquiry you made. It stops as soon as you reply, book or tell us not to, and you will not hear from us again about that estimate after the second message.
• To remind you before a visit — when we have booked a survey, an installation or a service with you, we email a reminder beforehand and, if you gave us a mobile number where our forms say so, send the day-before reminder on WhatsApp, or by text if you are not on WhatsApp. Necessary to carry out the visit you booked.
• To arrange and carry out a survey — necessary to take steps at your request before entering a contract. We use the address and the times you give us to fit the visit into our diary, to find the property on the day, and to tell you if it has to move or be cancelled.
• To carry out work and take payment — necessary for the performance of our contract with you.
• To keep records of signed quotes, invoices and payments — necessary to comply with our legal obligations (for example, tax record-keeping).
• To understand how our website is used — based on your consent, which you can withdraw at any time via the cookie settings below.
• To protect our website from automated abuse — our legitimate interest in keeping our contact form, price estimator, quote and payment pages available to genuine customers. We use Google reCAPTCHA Enterprise, which looks at how a browser behaves to tell a person from a script. It does not identify you to us, and we use it only to decide whether a request is automated.
• To find and fix faults on our website — our legitimate interest in making sure our quote and payment pages work for the customers who use them. When a page goes wrong, it sends an error report to Sentry (see below).

We do not sell your personal data, and we do not use it for automated decision-making or profiling.

Who we share your data with

We use a small number of trusted service providers to run our business:

• Stripe — secure card payment processing (Stripe privacy policy).
• Google — website hosting and databases (Firebase / Google Cloud), address autocomplete (Google Maps), our work diary (Google Calendar, where a booked survey or visit is held with the address and a contact number so we can find you on the day), protection against automated abuse on our forms and payment pages (reCAPTCHA Enterprise) and, with your consent, Google Analytics. This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
• Amazon Web Services — sending emails such as quotes and payment confirmations, and visit reminder texts.
• Sentry — error reports from our website. When something goes wrong on one of our pages, a report is sent to Sentry so that we can find and fix the fault. A report contains your browser and operating system, the address of the page with everything after a "?" or "#" removed (so no quote or payment link), the error message and where in our code it happened, and the pages you moved between just before it, with the same parts removed. It does not contain a recording of your visit, your name, address or other contact details, and Sentry does not keep your IP address. Reports are held in Sentry's EU data region and deleted after at most 90 days. Sentry sets no cookies (Sentry privacy policy).
• WhatsApp — only if you choose to contact us via WhatsApp, tick the box on the price estimator that lets us follow up there, or give us a mobile number for visit reminders, subject to WhatsApp's own privacy policy.

Some of these providers may process data outside the UK. Where they do, transfers are protected by UK-approved safeguards such as the UK International Data Transfer Agreement or adequacy regulations.

How long we keep your data

• Enquiries that do not lead to work: up to 2 years, then deleted.
• Survey bookings that do not lead to work — including the address and the times you gave us: up to 2 years, then deleted. If the survey leads to a quote, it is kept with that quote instead.
• Quotes, signed acceptances, invoices and payment records: 6 years after the end of the tax year, as required by HMRC.
• Analytics data: retained according to Google Analytics settings (14 months).
• Error reports: deleted by Sentry after at most 90 days.

Your rights

Under UK GDPR you have the right to:

• Access a copy of the personal data we hold about you
• Have inaccurate data corrected
• Have your data erased where we no longer need it
• Restrict or object to how we use your data
• Receive your data in a portable format
• Withdraw consent at any time (for example, for analytics cookies)

To exercise any of these rights, email info@arcticac.co.uk. If you are unhappy with how we handle your data, you can complain to the Information Commissioner's Office at ico.org.uk.

Changes to this policy

We may update this policy from time to time. Significant changes will be highlighted on this page, and the "Last updated" date above always reflects the current version.