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. How We Use Your Information
2.1 We use the information you provide:
2.1.1 to manage any account you may have with us;
2.1.2 to process your booking or booking request and to make arrangements with your provider for the provision of services;
2.1.3 to fulfil our obligations arising from any contracts in which we have entered with you;
2.1.4 to provide you with the information and tailor the services that you request from us;
2.1.5 to contact you regarding any comments, complaints, queries or feedback you might have about us or the Services;
2.1.6 to grant you access to interactive features of our services, when you choose to do so;
2.1.7 to notify you about changes to our Services;
2.1.8 to ensure that content on our websites and our apps is presented in the most effective manner for you to make use of on a computer and/or Device;
2.1.9 to make suggestions and recommendations to you about products or services that may interest you by post, telephone, SMS or email. We will send that information by SMS or email only if: (i) you have expressed consent to this; or (ii) the information is in regard to 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 marketing 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. Please contact us using our contact form or the contact details in paragraph 8 below if you do not agree to your information being used in this way.
2.1.10 for the purpose of providing you with the services you have requested, we will share your data to the service provider who is allocated to provide services to you. This information may include (i) your name, address and contact details; (ii) the details about your property and the services you need, as well as any relevant photographs you may have provided; (iii) the non-obligatory quote you have received; and (iv) your payment details.
2.2 We use the information about you that we collect automatically:
2.2.1 to administer our site and for internal operations, including product development, troubleshooting, data analysis, testing, research, statistical and survey purposes;
2.2.2 to improve our websites and apps to ensure that content is presented in the most effective manner for you and your computer and/or device;
2.2.3 to improve our products and services, and to deliver content that is customised to your interests ;
2.2.4 to allow you to participate in interactive features of our service, when you choose to do so;
2.2.5 as part of our efforts to keep our websites and apps safe and secure;
2.2.6 to measure or understand the effectiveness of advertising we serve to you;
2.2.7 to make suggestions and recommendations to you about goods or services that may interest you.
2.3 Information you have provided in combination with the information about you that we collect automatically is only used for the purposes set out above.
3. Storing Your Personal Data
3.1 All information you provide us with is stored on secure servers in the United Kingdom and Bulgaria. We have taken security measures appropriate to the nature of the information stored and the harm that might come from a breach of security.
3.3 Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site or app, you are responsible for keeping this password confidential. We ask you not to share such passwords with anyone else.
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 with Secured Sockets Layer technology. We do not store any of your credit or debit card details in connection with your payment.
3.5 Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal data, 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 will use strict procedures and security features to try to prevent unauthorised access.
4. Disclosure of Your Information
4.1 We may share personally identifiable information we collect from and about you to any member of our group, which means 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 data to the prospective seller or buyer of such business or assets;
4.2.2 If another entity acquires us or any of our assets, information we have collected about you may be transferred to such entity.
4.2.4 We may disclose your personal data to credit reference agencies and to fraud prevention agencies for the purposes of fraud prevention in the event that you do not make payments owed in relation to any services provided to you by the service provider. Your personal information may also be disclosed to debt collection agencies which may use the data to trace your whereabouts and recover the debts. Agencies to which we have provided your information 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
5.1 You may instruct us at any time not to process your personal information for marketing purposes. You will usually either agree in advance to us using your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes at any time by contacting us using the contact details in paragraph 8 below.
5.2 You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to the payment of a fee (currently fixed at GBP 10); and the supply of appropriate evidence of your identity.
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