Privacy Policy

1. Introduction

Hem London ("we", "our", or "us") is committed to protecting your privacy and ensuring the security of your personal data. This Privacy Policy explains how we collect, use, store, and protect your information when you use our trades service booking platform and related services.

We operate in compliance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the EU General Data Protection Regulation (GDPR) where applicable.

By using our website and services, you acknowledge that you have read and understood this Privacy Policy.

2. Data Controller

Hem London is the data controller responsible for your personal data. If you have any questions about this Privacy Policy or our data practices, please contact us at:

• Email: office@hem.london
• Phone: 020 4634 2681
• Address: London, United Kingdom

3. Information We Collect

We collect the following types of personal data:

3.1 Information You Provide

• Account Information: Name, email address, phone number, and password when you register for an account
• Address Information: Property addresses where services are to be performed, including postcode, city, and any access instructions
• Booking Details: Service requests, job descriptions, preferred dates and times, and any additional notes or requirements
• Payment Information: Card details (processed securely through Stripe), billing address, and transaction history
• Communications: Messages, emails, and correspondence with our team or contractors
• Feedback: Reviews, ratings, and feedback about our services

3.2 Information Collected Automatically

• Device Information: IP address, browser type, operating system, and device identifiers
• Usage Data: Pages visited, time spent on pages, links clicked, and navigation patterns
• Location Data: General geographic location based on IP address (used to provide relevant local services)

4. How We Use Your Information

We use your personal data for the following purposes:

• Service Delivery: To process and fulfil your booking requests, schedule appointments, and connect you with qualified tradespeople
• Account Management: To create and manage your account, authenticate your identity, and provide customer support
• Payment Processing: To process payments securely, issue invoices, and manage refunds where applicable
• Communications: To send booking confirmations, appointment reminders, service updates, and respond to your enquiries
• Service Improvement: To analyse usage patterns, improve our platform, and develop new features
• Marketing: To send promotional emails about our services (with your consent)
• Legal Compliance: To comply with legal obligations, resolve disputes, and enforce our terms

5. Legal Basis for Processing

We process your personal data under the following legal bases:

• Contract Performance: Processing necessary to fulfil our contractual obligations when you book our services
• Legitimate Interests: Processing necessary for our legitimate business interests, such as improving our services and preventing fraud
• Consent: Where you have given explicit consent, such as for marketing communications
• Legal Obligation: Processing necessary to comply with legal requirements

6. Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your experience on our website:

• Essential Cookies: Required for the website to function properly, including session management and authentication
• Analytics Cookies: Help us understand how visitors use our website so we can improve it
• Functional Cookies: Remember your preferences and settings

You can manage cookie preferences through your browser settings. Please note that disabling certain cookies may affect website functionality.

7. Third-Party Services

We share your data with trusted third-party service providers who assist in operating our platform:

• Stripe: Payment processing (PCI-DSS compliant). Stripe's privacy policy: stripe.com/privacy
• SendGrid: Email communications. SendGrid's privacy policy: twilio.com/legal/privacy
• Contractors: Vetted tradespeople who perform services at your property (receive only necessary booking details)
• Cloud Hosting: Secure data storage and processing infrastructure

All third-party providers are contractually required to protect your data and use it only for the specified purposes.

8. Data Storage and Retention

Your personal data is stored securely on servers located within the UK and European Economic Area (EEA). Where data is transferred outside the UK/EEA, we ensure appropriate safeguards are in place.

We retain your personal data for as long as necessary to:

• Provide our services and maintain your account
• Comply with legal obligations (e.g., tax records for 7 years)
• Resolve disputes and enforce agreements
• Fulfil any other legitimate business purpose

When data is no longer required, it is securely deleted or anonymised.

9. Your Rights

Under GDPR and UK data protection law, you have the following rights:

• Right of Access: Request a copy of your personal data we hold
• Right to Rectification: Request correction of inaccurate or incomplete data
• Right to Erasure: Request deletion of your personal data ("right to be forgotten")
• Right to Restrict Processing: Request limitation of how we use your data
• Right to Data Portability: Receive your data in a structured, machine-readable format
• Right to Object: Object to processing based on legitimate interests or for direct marketing
• Right to Withdraw Consent: Withdraw consent at any time where processing is based on consent

To exercise any of these rights, please contact us at office@hem.london. We will respond to your request within one month.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

10. Account Registration

When you create an account with us:

• You are responsible for maintaining the confidentiality of your login credentials
• You agree to provide accurate and complete information
• You can update your account details at any time through your account dashboard
• You can request account deletion by contacting us at office@hem.london

11. Email Communications

We may send you the following types of emails:

• Transactional Emails: Booking confirmations, appointment reminders, invoices, and service updates (essential for service delivery)
• Account Emails: Password resets, security alerts, and account notifications
• Marketing Emails: Promotional offers, newsletters, and service announcements (only with your consent)

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in any email or contacting us directly. Please note that transactional emails related to your bookings are essential and cannot be opted out of while using our services.

12. Security Measures

We implement appropriate technical and organisational measures to protect your personal data:

• Encryption of data in transit (TLS/SSL) and at rest
• Secure password hashing and authentication protocols
• Regular security assessments and updates
• Access controls limiting data access to authorised personnel only
• PCI-DSS compliant payment processing through Stripe
• Regular backups and disaster recovery procedures

While we strive to protect your data, no system is completely secure. Please notify us immediately if you suspect any security breach.

13. Children's Privacy

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal data from children. If you believe we have collected data from a child, please contact us immediately so we can delete it.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of any material changes by posting the updated policy on our website and updating the "Last updated" date. We encourage you to review this policy periodically.

15. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

• Email: office@hem.london
• Phone: 020 4634 2681
• Address: London, United Kingdom