Privacy Policy

This Privacy Policy explains how Aurex Plan ("we", "our", or "us") collects, uses, stores, and protects personal information when customers use our services, contact us, or visit our website.

1. About Aurex Plan

Aurex Plan provides home protection service plans designed to help homeowners manage the cost of repairs to essential household systems including boilers, appliances, plumbing, and drainage systems. To provide these services effectively, we collect and process specific personal information about our customers in accordance with applicable data protection laws.

2. Information We Collect

We may collect and process the following categories of personal information:

• Personal Identification Information: Full name and date of birth (for verification), residential address, email address, and telephone number.
• Property Information: Property type and specific details regarding boilers, appliances, plumbing, or drainage systems.
• Payment Information: Billing address, payment method details, and transaction history. Payment details are processed securely through approved, PCI-DSS compliant third-party providers.

3. How We Use Your Information

Your information is utilised for the following purposes:

• To establish and manage your customer service plans.
• To process subscription payments and renewals.
• To coordinate engineer visits, repairs, and maintenance.
• To respond to enquiries and provide customer support.
• To validate and manage service claims.
• To improve our operational efficiency and service offerings.
• To communicate essential updates regarding your service plan.

4. Legal Basis for Processing Personal Data

Under the UK General Data Protection Regulation (UK GDPR), we rely on the following lawful grounds:

• Contractual Necessity: Processing is required to fulfil our obligations under your service agreement.
• Legal Obligation: Processing is necessary for compliance with UK legal and regulatory requirements.
• Legitimate Interests: Processing is required for the effective operation, improvement, and security of our business.

5. Sharing Your Information

We may share your data with trusted third parties to facilitate our services, including:

• Approved Engineers and Contractors: To facilitate on-site repairs and servicing.
• Payment Service Providers: To securely manage financial transactions.
• Technology Providers: To maintain our website, CRM systems, and communication platforms.

Aurex Plan does not sell, rent, or trade personal data to third parties for marketing purposes.

6. Data Security

We implement appropriate technical and organisational measures to safeguard your data, including secure storage systems, encryption for payment processing, restricted access protocols, and regular staff training on data protection procedures.

7. Data Retention

We retain personal data only as long as necessary to deliver our services, comply with legal and tax obligations, maintain business records, and resolve potential disputes. Following this period, data is securely deleted or anonymised.

8. Your Data Protection Rights

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

• Access the personal data we hold about you.
• Request the correction of inaccurate or incomplete information.
• Request the deletion of your data (subject to legal retention requirements).
• Request that we restrict the processing of your data.
• Object to certain processing activities, including direct marketing.
• Request data portability to another provider.

9. Cookies and Website Data

Our website uses cookies to enhance user experience, remember preferences, and analyse site performance. You can manage or block cookies through your web browser settings; however, this may impact website functionality. See our Cookie Policy for full details.

10. Marketing Communications

We may occasionally send updates regarding relevant services or offers. You have the right to opt-out of these communications at any time via the "unsubscribe" link or by contacting us directly.

11. Third-Party Websites

Our website may contain links to external sites. Aurex Plan is not responsible for the privacy practices, terms, or content of these third-party platforms.

12. Complaints

If you have concerns regarding our data handling, please contact us directly. You also have the right to lodge a complaint with the UK data protection regulator:

Information Commissioner's Office (ICO)
Website: www.ico.org.uk

13. Changes to This Privacy Policy

We may update this policy periodically to reflect changes in law or our business operations. The most recent version will always be available on our website.

14. Contact Us

Aurex Plan — Customer Support Department
Email: support@aurexplan.co.uk
Phone: 0333 759 5203
Address: Bourne Space, 23 Bourne House, Hinton Road, Bournemouth, Dorset, BH1 2EE