We are fully committed to protect and carefully treat the privacy of all users who use our website and apps, as well as other services we provide.
1. Information We Collect
We may collect and process the following data about you:
1.1 Information you give us, such as your name, address, email address and telephone number, age, username, password and other registration information, financial and credit card information, personal description, details of your household or business, details of any pets you may have and any information about you revealed in photographs of your property which you provide to us (or which you permit us to take) and any other information that you choose to provide, when you:
1.1.1 register to use our site and log in through our websites and/or our apps;
1.1.2 make a booking enquiry through our websites and/or our apps;
1.1.3 book a service through our websites and/or our apps;
1.1.4 fill in contact or enquiry forms on, or otherwise provide information via, our website
1.1.5 subscribe to receive any newsletter we may offer from time to time;
1.1.6 complete any voluntary surveys we may ask you to participate in from time to time;
1.1.7 contact us with feedback via our website and/or our apps;
1.1.8 reply to our marketing communications;
1.1.9 communicate with us by telephone, post or email or via the instant chat option on websites and/or our apps (in which case we will keep a record of that correspondence);
1.1.10 inform about a problem with any of our services.
1.2 With regard to each of your visits to our site or use of our apps, we may automatically collect the following information:
1.2.1 when you view our site using a mobile device, in addition to the other information we may collect from your actions, we may collect your device identifier and geolocation information, as well as other non-personal information, such as your device type and carrier, your mobile operating system, and the type of mobile browser you use.
1.2.2 information about your computer, including where available the internet protocol (IP) address used to connect your computer to the Internet, operating system and browser type, for system administration and to report aggregated information to our advertisers. This information is not identified as individual; it is statistical data about the browsing actions and patterns of our users.
1.2.3 details about how you use our apps and information about your visits to our websites, including, but not limited to, traffic data, location data, weblogs, page interaction information, page response times, and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.
1.3 Information we receive from other sources. We work closely with third parties (e.g., business partners, sub-contractors in technical, payment and delivery services, search information providers, advertising networks, credit reference agencies, fraud prevention agencies and debt collection agencies) and may obtain information about you from them.
2. The Use Of Information We Obtain From You
2.1 We use the information we get from you to:
2.1.1 administer accounts you have with us;
2.1.2 manage your bookings or booking enquiries, and to arrange the providing of services by your service provider;
2.1.3 carry out our obligations coming from any contracts between you and our company;
2.1.4 provide you with the information, products and services that you request from us;
2.1.5 communicate with you about any comments, complaints, queries or feedback you may have about us or the services;
2.1.6 allow you to take part in interactive features of our services, in case you choose to do so;
2.1.7 notify you about any changes regarding our services;
2.1.8 ensure that content on our websites and our apps is presented in the most efficient manner for you and your computer and/or mobile device;
2.1.9 provide you with information about products and services we offer that we feel may interest you by post, phone, SMS, or email. We will send that information by SMS or email only if: (i) you have agreed to this; or (ii) the information is about products and services similar to those which were the subject of a previous sale or negotiation of a sale to you (and you have not opted out of receiving such messages); or (iii) where we are permitted to do so by law without consent, for example, if you have provided us with a company email address. If you do not want us to use your information in this way, please contact us by using our contact form or the contact details in paragraph 8 below. 2.1.10 specifically, we will provide your data to the service provider who is appointed to provide services to you, for the purpose of providing said services. This information may include (i) your name, address and contact details; (ii) details about your property and services you requested, together with any relevant photographs you may have provided; (iii) the non-binding quote we have provided you with; and (iv) your payment details.
2.2 We use the information about you that we collect automatically for:
2.2.1 administration of our websites and apps, and for internal operations, including
2.2.2 improvement of our websites and apps to ensure that content is presented in the most;
2.2.3 improvement of the quality and efficiency of our products and services;
2.2.4 allowing you to take part in interactive features on the websites and apps, when
2.2.5 keeping our websites and apps safe and secure; 2.2.6 measuring or understanding the effectiveness of advertising we serve to you and
2.2.7 making suggestions and recommendations to you about products or services that we provide;
2.3 We utilise information about you that we collect from other sources in combination with the information you provide us with and the information about you that we collect automatically. We will only use such information for the purposes established above.
3. How We Store Your Information
3.1 We will store all the personal information you provide on our secure servers in the United Kingdom and Bulgaria. We have in place a level of security appropriate to the nature of the information stored and the harm that might result from a breach of security.
3.3 You are responsible for keeping the password we have given you (or you have chosen) for accessing certain parts of our site or app confidential. We ask you not to share a password with anyone.
3.4 All payments made through our websites and our apps are processed by our selected third party payment processing services, PayPal and Stripe. Such payments are encrypted using Secured Sockets Layer technology. None of your credit or debit card details in connection with your payment are stored by us.
3.5 Unfortunately, the transmission of information via the internet is not completely secure. While we make every effort to help ensure the integrity and security of our network and systems, we cannot guarantee the security of your data transmitted to our websites or our apps; any transmission is at your own risk. Once we have received your information, we maintain administrative and technical safeguards to protect against unauthorised use, disclosure, alteration or destruction of the personally-identifiable information we collect on this website.
4. Disclosing Your Information
4.1 We may choose to disclose your personal information to any member of our group, such as our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006. 4.2 We may disclose your personal information to third parties:
4.2.1 In the event that we sell or buy any business or assets, in which case we may disclose your personal information to the prospective seller or buyer of such business or assets;
4.2.2 If this company or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets;
4.2.4 If you do not make payments that you owe in relation to any services provided to you by the service provider, in which case we may disclose your personal data to credit reference agencies and to fraud prevention agencies for the purposes of fraud prevention. We may also disclose your personal data to debt collection agencies which may use your information to trace your whereabouts and recover the debts that you owe. The information which we provide to such agencies may in turn be provided by those agencies to other organisations which may use your personal data to perform similar checks. Information recorded by fraud prevention agencies may be accessed by organisations in other jurisdictions.
5. Your Rights Regarding Your Information
5.1 You have the complete right to ask us not to process your personal data for marketing and other commercial purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes. You can also exercise the right at any time by contacting us using the contact details mentioned in paragraph 8 below.
5.2 The Act gives you the right to access information that we hold for you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we keep about you.
6. Links to Other Websites
Occasionally, our websites may include links to, and from the websites of our partner networks and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies. We have no control over, and are not responsible for, the privacy policies and practices of third parties. We welcome any feedback about third-party websites linked to from our websites.
8. How to Contact Us