This policy explains how Chaqmoq Limited collects, uses, stores and protects your personal information when you visit our website, contact us, request a quotation or become a customer. It also explains your rights and how we use cookies.
1. Who we are
Chaqmoq Limited is the data controller responsible for your personal information. This means we decide how and why it is used.
Chaqmoq Limited
Company number: 15179696 (registered in England and Wales)
Registered office: 72 Markby Road, Birmingham, England, B18 4PW
ICO registration number: [ICO REGISTRATION NUMBER]
Privacy enquiries: [email protected]
Phone: 07414 150787
2. Information we collect
We only collect what we need to respond to your enquiry, prepare a quotation and carry out work. This may include:
- Contact details: your name, phone number, email address and the address of the property.
- Project details: a description of the work you would like (scope of works) and any information you give us about the property.
- Communications: messages you send us by WhatsApp, email or our website form, and recordings of phone calls (see section 4).
- Customer records: quotations, agreed scope, invoices and payment records if you become a customer.
- Website information: limited technical information collected through cookies (see section 11).
We do not ask for sensitive information, such as health details, when you request a quotation. Please don't include it in your messages.
Where we get it from
- Directly from you, when you complete our website form, call us, message us on WhatsApp or email us.
- From Meta (Facebook and Instagram), if you submit your details through one of our lead forms on those platforms. Meta's own privacy policy also applies to information you give on its platforms.
3. How and why we use your information
Data protection law requires us to have a lawful basis for each way we use your information.
| What we do | Lawful basis |
|---|---|
| Respond to your enquiry, arrange a site survey and prepare a quotation | Taking steps at your request before entering into a contract |
| Carry out the work, communicate with you during the project and handle invoicing | Performance of a contract |
| Keep financial and tax records | Legal obligation |
| Record calls for staff training and quality | Legitimate interests (improving our service) |
| Send occasional reminders to people we have quoted (see section 5) | Legitimate interests, with the option to opt out at any time |
| Keep records in case of disputes or warranty questions about our work | Legitimate interests (protecting our legal position) |
We do not sell your personal information, and we do not use it to make automated decisions about you.
4. Call recording and WhatsApp
Calls to and from Chaqmoq Limited may be recorded for staff training and quality purposes. Where calls are recorded, we will tell you at the start of the call.
If you contact us on WhatsApp, we keep the conversation as part of the record of your enquiry or project. WhatsApp is operated by Meta, and its own privacy policy also applies to your use of the app.
5. Reminders and marketing
If we have given you a quotation, we may occasionally contact you by email, text or WhatsApp with a reminder about the quote or about similar services we provide.
You can opt out at any time by replying "STOP", using the unsubscribe link in any email, or contacting us using the details in section 1. Once you opt out, we will not send you further reminders. We never pass your details to other companies for their marketing.
6. Who we share your information with
We only share your information where necessary, with:
- Intellyx, which provides our customer relationship management (CRM) system where enquiry and customer records are stored. Intellyx may also manage this database on our behalf from time to time.
- Meta Platforms (Facebook, Instagram and WhatsApp), where you contact us through those platforms or submit an enquiry through one of our lead forms.
- Our accounting software provider, for invoicing and financial records if you become a customer.
- Professional advisers, such as accountants, solicitors and insurers, where needed.
- Authorities, such as HMRC, the police or a court, where we are required by law.
Providers who handle information on our behalf may only use it to provide their service to us and must keep it secure.
7. Transfers outside the UK
Some of the services we use, including Meta and the technology platforms behind our CRM, may store or process information outside the UK, for example in the United States. Where this happens, the transfer is protected by safeguards recognised under UK data protection law, such as UK adequacy regulations (including the UK–US data bridge) or approved international data transfer agreements.
8. How long we keep your information
We keep personal information only as long as we need it:
| Type of record | How long we keep it |
|---|---|
| Enquiries that don't lead to a quotation | 12 months from our last contact with you |
| Quotations that don't go ahead | 2 years from the date of the quotation |
| Customer and project records, including invoices | 6 years after the work is completed, to meet tax requirements and deal with any questions about the work |
| Call recordings | 90 days |
| WhatsApp conversations | For the same period as the enquiry, quotation or customer record they relate to |
After these periods we securely delete or anonymise the information. We may keep information for longer if it is needed for an ongoing dispute or legal claim.
9. Keeping your information secure
We use appropriate technical and organisational measures to protect your information. These include password-protected systems, limiting access to people who need it, and using reputable service providers. If a data breach is likely to put your rights at risk, we will tell you and the Information Commissioner's Office (ICO) where the law requires us to.
10. Your rights
Under UK data protection law, you have the right to:
- Access a copy of the personal information we hold about you.
- Correct information that is wrong or incomplete.
- Erase your information in certain circumstances.
- Restrict how we use your information in certain circumstances.
- Object to our use of your information where we rely on legitimate interests. This includes stopping reminders and marketing at any time.
- Data portability, meaning you can receive information you gave us in a commonly used format in certain circumstances.
To use any of these rights, contact us using the details in section 1. There is normally no charge. We will respond within one month, and we may need to confirm your identity first.
11. Cookies
Cookies are small text files that a website places on your device. They help the site work and can provide information about how it is used.
Cookies we use
Strictly necessary cookies. Our quotation form is provided through our CRM system and may set cookies needed for the form to work and to protect it from spam. The website cannot function properly without these, so they don't require your consent.
We do not currently use analytics or advertising cookies on this website.
If we add analytics or advertising cookies
We may later use tools such as the Meta Pixel to measure how our adverts perform. We will only set these cookies after asking for your consent through a cookie banner, and we will update this policy to list them. You will be able to change your choice at any time.
Managing cookies
You can block or delete cookies through your browser settings. If you block strictly necessary cookies, parts of the website, such as the quotation form, may not work.
12. Complaints
If you have a concern about how we handle your personal information, please contact us first using the details in section 1. We will acknowledge your complaint within 30 days and try to resolve it.
You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator:
- Website: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
13. Changes to this policy
We may update this policy from time to time, for example if we start using new services or cookies. The date at the top of this page shows when it was last updated.