Privacy policy

Website: https://www.repair-my-appliance.uk
Phone: 0116 4884570
Email: darren@repair-my-appliance.uk
ICO Registration reference: ZA345712

Last updated: 9th July 2026

1. Who we are

Leicestershire Appliance Repair is an independent domestic appliance repair business based in Leicester Forest East, providing appliance repair services across Leicester, Leicestershire and nearby areas.

This privacy policy explains how we collect, use, store and protect your personal information when you:

  • Visit or use our website

  • Contact us by telephone, email, text message, WhatsApp or social media

  • Respond to or interact with one of our advertisements

  • Submit an enquiry through Facebook or Instagram

  • Complete a Facebook or Instagram lead form

  • Request an appliance repair

  • Use our online booking system

  • Make a payment

  • Become a customer

For data protection purposes, Leicestershire Appliance Repair is the controller of the personal information we collect and use for our own business purposes.

2. What personal information we collect

Depending on how you contact or interact with us, we may collect:

  • Your name

  • Your telephone number

  • Your email address

  • Your home, property or service address

  • Your postcode

  • Details of the appliance fault

  • Appliance make, model and serial number, where relevant

  • Photographs or videos of the appliance or fault, where you choose to provide them

  • Booking, appointment, repair and invoice details

  • Payment status and transaction records

  • Details of parts ordered or fitted

  • Messages sent through our website, email, telephone, text message, WhatsApp, Facebook, Instagram or another social-media platform

  • Information submitted through a Facebook or Instagram lead form

  • Your preferred method of contact

  • Information about how you heard about us

  • Public comments, reviews or interactions with our social-media pages

  • Basic website and advertising information, such as cookies, device information, browser information, IP address, pages visited and interactions with our website, where these technologies are enabled and you have provided any required consent

We only ask for information that is reasonably necessary to respond to your enquiry, arrange a repair, process a booking, take payment, provide customer service or manage our business.

We do not intentionally collect special-category or highly sensitive personal information. Please do not provide information about your health, beliefs, ethnicity, political opinions or other sensitive matters unless it is genuinely necessary.

3. How we collect your information

We may collect personal information directly from you when you:

  • Telephone, email, text or WhatsApp us

  • Complete a form on our website

  • Make an online booking

  • Make a payment

  • Send photographs or videos

  • Contact us through Facebook, Instagram or another social-media platform

  • Submit a Facebook or Instagram Instant Form or lead form

  • Click an advertisement and then contact, call or book with us

  • Comment on, respond to or interact with our social-media content

  • Leave a review

  • Speak to us during an appliance repair visit

We may also receive limited information from service providers involved in our booking, payment, website, advertising or communication services, including:

  • Setmore

  • Stripe

  • Meta, including Facebook and Instagram

  • Our website, hosting, email or form providers

  • Advertising measurement or analytics providers, where used

Information may also be collected automatically through cookies, pixels, scripts, tags and similar technologies. Non-essential advertising or tracking technologies will only be used where permitted by law and where any required consent has been provided.

4. Information collected through Setmore

We use Setmore to allow customers to book appliance repair appointments online through our website.

When you use the online booking system, Setmore may collect and process information needed to arrange your appointment, including:

  • Your name

  • Your email address

  • Your telephone number

  • Your address or service location

  • Your selected appointment date and time

  • The repair service or appliance fault selected

  • Any additional information you choose to provide

Setmore may also use cookies or similar technologies when you view or interact with the booking system. These may be used to operate the booking service, manage availability, avoid double bookings, process appointments and send confirmations or reminders.

We use Setmore with Stripe so that customers can book appointments and make secure online payments.

Information submitted through Setmore is handled in accordance with Setmore’s own privacy notice and security practices. Setmore may process booking information on our behalf so that we can manage appointments, take pre-booking payments, send booking communications and contact you about your repair.

Please do not include unnecessary sensitive personal information in the Setmore booking form.

5. Payments through Stripe

We use Stripe to process customer payments securely. This may include:

  • Taking pre-booking payments

  • Processing card payments

  • Sending payment links

  • Issuing invoices

  • Processing other payment requests before or after a repair visit

  • Issuing refunds where appropriate

When you make a payment using Stripe, Stripe may collect and process:

  • Your name

  • Your email address

  • Your billing details

  • Your payment method details

  • The transaction amount

  • The payment date and time

  • Payment authentication information

  • Payment status

  • Fraud-prevention and security information

Leicestershire Appliance Repair may receive limited information from Stripe, including confirmation that a payment has been made, the amount paid, the payment reference, date of payment, payment status and basic customer details required for booking, invoicing and record keeping.

We do not directly collect or store your full debit or credit card number or complete card security code.

Stripe handles payment information in accordance with its own privacy policy, security procedures and legal obligations.

Please do not send card details to us by email, WhatsApp, text message, Facebook, Instagram or website contact form.

6. Facebook and Instagram advertising

We may use Meta advertising services to advertise Leicestershire Appliance Repair on Facebook and Instagram.

This may include:

  • Facebook Ads

  • Instagram Ads

  • Advertisements that direct you to our website

  • Click-to-call advertisements

  • Click-to-message advertisements

  • Facebook or Instagram lead advertisements

  • Instant Forms used to request information or a quotation

  • Advertising measurement and conversion reporting

  • Remarketing or audience features, where enabled and lawfully used

Seeing, clicking or interacting with one of our advertisements does not normally provide us with your full Facebook or Instagram profile.

We may receive personal information when you actively choose to:

  • Complete an Instant Form or lead form

  • Send us a Facebook or Instagram message

  • Call us from an advertisement

  • Visit our website and complete a contact or booking form

  • Make an online booking

  • Provide your details through another advertising response method

Meta may provide us with advertising statistics, such as the number of people who viewed, clicked or responded to an advertisement. Some reporting may be aggregated and may not directly identify you.

Meta separately collects and processes information about the use of its Facebook and Instagram services under its own privacy policy.

7. Facebook and Instagram lead forms

We may use Facebook or Instagram lead advertisements containing an Instant Form.

When you complete one of these forms, you may be asked to provide information such as:

  • Your name

  • Your telephone number

  • Your email address

  • Your postcode or service area

  • The type of appliance requiring repair

  • Details of the appliance fault

  • Your preferred appointment or contact time

  • Your preferred method of contact

  • Any additional information you choose to provide

Some information may be pre-filled by Meta using information associated with your Facebook or Instagram account. You should check that the information is correct before submitting the form.

Information submitted through a Meta lead form may be provided to Leicestershire Appliance Repair so that we can:

  • Respond to your enquiry

  • Contact you about the appliance fault

  • Establish whether we cover your area

  • Provide initial information or a quotation

  • Arrange an appointment

  • Send you a booking link

  • Follow up on your enquiry

  • Measure the effectiveness of our advertising

Submitting an enquiry does not automatically add you to a general marketing list.

We may contact you to respond to the specific enquiry you submitted. We will only send unrelated promotional marketing messages where we have an appropriate lawful basis and comply with applicable electronic-marketing rules.

Please do not provide unnecessary sensitive information through Facebook or Instagram lead forms.

8. Meta Pixel, cookies and advertising measurement

Our website may use the Meta Pixel or other Meta Business Tools to help us understand whether our Facebook or Instagram advertising results in website visits, enquiries or bookings.

Where enabled, these tools may collect or receive information such as:

  • Your IP address

  • Browser or device information

  • Cookie or advertising identifiers

  • The website page you visited

  • The date and time of your visit

  • The advertisement or link that referred you to our website

  • Buttons or links you interacted with

  • Whether an enquiry, booking or other relevant action was completed

  • Technical information required to operate, secure or measure the advertising service

This information may be used to:

  • Measure advertising performance

  • Understand which advertisements generate enquiries or bookings

  • Prevent repeated or irrelevant advertising

  • Improve our advertising campaigns

  • Produce advertising and conversion reports

  • Create or refine advertising audiences, where enabled and lawfully permitted

  • Show advertisements to people who may be interested in our repair services

We do not intentionally send Meta full payment-card details, private repair photographs, sensitive personal information or detailed appliance-repair notes through advertising measurement tools.

The Meta Pixel and other non-essential advertising technologies will not be intentionally activated before you have been given an appropriate choice and provided any consent required by law.

You can change or withdraw your cookie choices through the cookie controls made available on our website, where provided. You may also manage advertising preferences through your Facebook or Instagram account settings.

Refusing advertising cookies should not prevent you from accessing the basic information and services available on our website.

9. Custom and similar advertising audiences

Meta advertising services may provide features that allow businesses to create audiences based on website interactions, advertisement engagement or limited customer information.

Where we use these features, we will only do so where we have an appropriate lawful basis and have met any applicable consent and transparency requirements.

Depending on the feature used, information may be converted into a protected or hashed format before being matched against information held by Meta.

We will not sell your customer information to Meta or other advertisers.

You can object to the use of your personal information for direct marketing at any time by contacting us.

10. How we use your personal information

We may use your personal information to:

  • Respond to enquiries

  • Contact you after you submit a Facebook or Instagram lead form

  • Arrange appointments and repair visits

  • Manage online bookings

  • Send booking confirmations and reminders

  • Diagnose appliance faults

  • Review photographs or videos of faults

  • Confirm whether we cover your location

  • Provide quotes or estimates

  • Carry out repair work

  • Identify and order suitable parts

  • Send invoices or payment links

  • Process payments and refunds

  • Confirm payment status

  • Keep records of bookings, repairs, parts, invoices and payments

  • Contact you about your booking or repair

  • Deal with warranty or follow-up queries

  • Manage customer service issues and complaints

  • Prevent fraud, misuse or security incidents

  • Meet legal, tax, accounting and insurance obligations

  • Improve our website, advertising and services

  • Measure the effectiveness of Facebook and Instagram advertisements

  • Understand how customers find our business

  • Request or display customer reviews, where appropriate

  • Protect and manage our business

We will not use personal information collected for a repair enquiry in a way that is incompatible with the reason it was originally provided.

11. Marketing communications

Messages directly related to an enquiry, booking, payment, repair, appointment, warranty issue or customer-service matter are service communications rather than general promotional marketing.

We may occasionally send information about our services or promotions where:

  • You have specifically consented to receive marketing; or

  • Another lawful exception allows us to contact an existing customer about similar services

Where required, we will obtain consent before sending marketing by email, text message, WhatsApp or another electronic messaging service.

You can ask us to stop sending marketing at any time by:

Stopping marketing communications will not prevent us from contacting you about an active booking, payment, repair, warranty issue or other necessary service matter.

12. Our lawful basis for using your information

Under UK GDPR, we must have a lawful basis for processing personal information.

The lawful bases we may rely on include:

Contract

We use your information to take steps at your request or to provide repair services you have requested. This includes:

  • Responding to repair enquiries

  • Arranging visits

  • Managing bookings

  • Diagnosing faults

  • Carrying out repairs

  • Ordering parts

  • Issuing invoices

  • Processing payments

Legal obligation

We may need to keep or disclose certain information to comply with tax, accounting, insurance, consumer-protection or other legal requirements.

Legitimate interests

We may use personal information where it is reasonably necessary for our legitimate business interests and those interests are not overridden by your rights.

This may include:

  • Keeping appropriate repair records

  • Responding to follow-up queries

  • Managing customer relationships

  • Protecting the business

  • Preventing fraud

  • Managing bookings and payment records

  • Improving our services

  • Understanding how customers find us

  • Measuring general business and advertising performance

  • Defending or managing legal claims

We will not rely on legitimate interests where consent is legally required, including for non-essential advertising cookies or tracking technologies.

Consent

We may rely on your consent where required, including for:

  • Non-essential advertising cookies

  • The Meta Pixel or similar advertising technologies

  • Certain forms of electronic marketing

  • Any other optional processing that requires your agreement

You can withdraw consent at any time. Withdrawing consent does not affect processing that lawfully took place before consent was withdrawn.

13. Who we share your information with

We only share personal information where reasonably necessary.

This may include:

  • Setmore, where online booking or appointment scheduling is used

  • Stripe, where payment links, invoices, pre-booking payments or card payments are used

  • Meta, where Facebook or Instagram advertising, lead forms, messages or advertising measurement tools are used

  • Parts suppliers, where information is needed to identify or order suitable parts

  • Website-hosting, email, form, communication or IT providers

  • Accountants or bookkeepers

  • Insurance providers, where relevant to a claim

  • Professional advisers

  • Legal, regulatory, tax or law-enforcement authorities, where required

  • Review platforms, such as Google or Facebook, where you choose to leave a review

Parts suppliers would not normally need your full personal details. Where possible, we will only provide the appliance information required to identify or order a part.

We do not sell your personal information.

14. Meta’s processing of information

Meta operates Facebook, Instagram and related advertising services.

When you use Facebook or Instagram, interact with an advertisement, complete a Meta form or use a Meta communication service, Meta may process information for its own purposes under its own privacy terms.

Depending on the service involved, Meta may process information including:

  • Account information

  • Advertising interactions

  • Device and browser information

  • Cookie or advertising identifiers

  • Website activity received through Meta Business Tools

  • Information entered into an Instant Form

  • Messages sent through Facebook or Instagram

  • Security, fraud-prevention and service-usage information

Leicestershire Appliance Repair does not control all of Meta’s independent processing activities.

You should review the privacy information and advertising settings made available by Facebook, Instagram and Meta if you would like more information about how Meta uses your information.

15. International processing

Some of the organisations providing our website, booking, payment, communication, analytics or advertising services may process information outside the United Kingdom.

Where personal information is transferred internationally, the relevant provider is responsible for using appropriate legal safeguards as required by data-protection law.

Providers such as Meta, Stripe and Setmore may operate internationally and may process information in countries outside the United Kingdom in accordance with their own privacy notices and legal arrangements.

16. How long we keep your information

We only keep personal information for as long as it is reasonably needed.

Typical retention periods include:

  • Enquiries that do not become bookings: up to 12 months

  • Facebook or Instagram lead enquiries that do not become bookings: up to 12 months

  • Social-media messages relating to an enquiry: up to 12 months, unless required for longer

  • Customer repair records: up to 6 years

  • Invoices, payment records and accounting records: up to 6 years

  • Messages and photographs relating to a repair: for as long as reasonably needed for the repair, warranty, complaint handling or business records

  • Setmore booking records: for as long as reasonably needed to manage appointments, customer service, repair history, complaints or business records

  • Advertising and campaign reports: for as long as reasonably needed to analyse and manage our advertising

  • Marketing-consent and opt-out records: for as long as reasonably necessary to demonstrate and respect your communication choices

Stripe may keep payment-related information in accordance with its own legal, regulatory and business obligations.

Setmore may keep booking-related information in accordance with its own legal, regulatory and business obligations.

Meta may keep advertising, lead-form, message or account-related information in accordance with its own privacy policy and retention practices.

We may delete information earlier where it is no longer required. We may retain limited suppression information where necessary to ensure that someone who has opted out of marketing is not contacted again.

17. Website forms, cookies and analytics

If you contact us through our website, the information you provide may be sent to us by email or stored by our website or form provider.

Our website may use cookies and similar technologies to:

  • Operate essential website functions

  • Remember privacy or cookie preferences

  • Operate Setmore booking tools

  • Protect the website against fraud or misuse

  • Understand general website usage

  • Measure advertising performance

  • Support Meta advertising and conversion reporting

Essential cookies may operate without consent where they are necessary to provide a service you requested or ensure the website functions correctly.

Non-essential analytics, advertising, tracking or profiling technologies will only be used where permitted and where any required consent has been obtained.

Continuing to browse the website without making a clear choice will not be treated as consent to non-essential advertising technologies.

18. WhatsApp, text messages, email and social media

If you contact us by WhatsApp, text message, email, Facebook, Instagram or another social-media service, we may use the information you send to:

  • Respond to your enquiry

  • Assess the appliance fault

  • Review fault photographs or videos

  • Arrange a booking

  • Provide a quotation

  • Send an invoice or payment link

  • Contact you about a repair

  • Manage a warranty or follow-up issue

This may include photographs or videos showing your appliance, appliance label, error code, leak, damage or fault.

Please avoid including people, private documents, payment-card details or unrelated personal information in photographs and videos.

Your use of WhatsApp, Facebook, Instagram or another communication platform is also subject to the privacy terms of that platform.

19. Reviews

If you leave a review on Google, Facebook or another review platform, the review will also be processed under that platform’s privacy policy.

Reviews may include your public display name, profile image, star rating and comments.

We may reproduce or refer to publicly available reviews on our website, social-media pages or marketing materials.

We will not intentionally publish private repair details, your home address, telephone number, email address or other non-public customer information without permission.

20. How we protect your information

We take reasonable steps to protect personal information. These include:

  • Using reputable service providers

  • Using secure systems where practical

  • Limiting access to customer information

  • Protecting accounts with appropriate passwords and security controls

  • Only collecting information reasonably required

  • Keeping information only for as long as necessary

  • Avoiding the direct storage of full payment-card information

  • Reviewing and deleting information that is no longer required

Payments are handled through Stripe’s payment systems. Online bookings are handled through Setmore.

No internet, email, messaging or online storage system can be guaranteed to be completely secure. Please avoid sending unnecessary sensitive information through website forms, booking forms, Facebook, Instagram, WhatsApp, text message or email.

21. Your data-protection rights

Depending on the circumstances, you may have the right to:

  • Ask for a copy of the personal information we hold about you

  • Ask us to correct inaccurate or incomplete information

  • Ask us to delete your information, where legally possible

  • Ask us to restrict how we use your information

  • Object to processing based on legitimate interests

  • Object to the use of your information for direct marketing

  • Withdraw consent where processing is based on consent

  • Ask for certain information to be transferred to you or another organisation

  • Complain to the Information Commissioner’s Office

You have the right to object to the use of your personal information for direct marketing at any time.

Some rights are subject to legal conditions and exemptions. For example, we may need to retain invoice or transaction information to comply with tax and accounting requirements.

To exercise a right, contact:

Email: darren@repair-my-appliance.uk
Phone: 0116 4884570

We may need to ask for information to confirm your identity before responding to a request.

22. Complaints

If you are unhappy with how we handle your personal information, please contact us first so that we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator responsible for data protection.

ICO website: https://ico.org.uk
ICO Registration reference: ZA345712

23. Changes to this privacy policy

We may update this privacy policy when our services, booking systems, payment methods, advertising activities or legal responsibilities change.

The latest version will be published on our website with the updated revision date.