Privacy Policy
Last updated: 6 September 2026
This policy covers every part of PlusHeat you might use: our website (plusheat.co.uk), our job-management platform (plusheat.io and its subdomains — the office dashboard, the customer tracking page, and our API), and the PlusHeat Engineer app.
We've written this in plain English — no jargon, no waffle. If anything is unclear, just get in touch.
PlusHeat Ltd, 27 Old Gloucester Street, London, WC1N 3AX.
What we collect
What we collect depends on how you use PlusHeat.
If you're a customer (website or a job booked through us)
- Your name, email address, phone number and home address
- Payment and billing information
- Details of the products or services you've enquired about or purchased
- How you use our website (pages visited, time spent, device type, IP address)
- Records of conversations with our customer support team, including AI chat tools
- If you're tracking a job in progress, the engineer's live location and status is shown to you on a tracking page — this doesn't require an account or any extra data from you beyond the link
If you're an engineer using the PlusHeat Engineer app
- Your name, email address and phone number
- Your trade credentials — for example your Gas Safe registration number
- Job and appointment details for the work assigned to you
- Your location — see "Location tracking" below
- Photos, videos and signatures you capture as part of a job report or certificate — see "Photos, videos and signatures" below
- A device push-notification token, so we can alert you to new job offers
Location tracking
This is the part of the app most worth being specific about. The PlusHeat Engineer app tracks your GPS location only while you're actively working a job — from the moment you start travelling to it, through arrival, and until the visit is marked complete. It does not track your location at any other time, and it does not track your location in the background once a job is finished.
We use this only to show the customer waiting for you a live map and an estimated arrival time on their tracking page, and to keep our own job-dispatch records accurate. It is not used for any other purpose, and we do not sell or share it beyond the service providers listed below.
Photos, videos and signatures
Job reports and gas safety certificates can include photos or videos you take of the work, and a signature captured on screen (yours or the customer's). These are uploaded securely and stored against the job record — they're part of the statutory paperwork for the work carried out, and are kept for as long as those records are required to be kept.
How we use your information
- Deliver our services — process bookings, dispatch the right engineer to a job, manage your account, and keep things running smoothly
- Stay in touch — send booking confirmations, job offers, status updates and important notices, by SMS, push notification or email
- Personalise your experience — show you relevant products and offers based on your history with us
- Power our AI tools — use smart technology to answer your questions faster, make helpful recommendations, and improve our customer support (more on this below)
- Produce statutory paperwork — generate gas safety certificates (CP12) and service records from the reports engineers file
- Improve what we do — analyse how our website and services are used so we can make them better
- Meet our legal obligations — keep records we're required to keep by law
We'll only send you marketing emails if you've opted in, and you can unsubscribe at any time.
How we use AI
We use AI-powered tools to make your experience with PlusHeat faster and more helpful. This includes:
- Chat assistants that can answer questions and help you find the right product or service
- Smart recommendations based on your preferences and history
- Automated messages personalised to your situation
- Service improvements by analysing customer interactions (using anonymised data where possible)
Important: we don't sell your data to AI companies, and we won't use it to train third-party AI models without your explicit permission.
In some cases, AI may assist in making automated decisions — for example, tailoring an offer to you. If an AI-assisted decision significantly affects you, you have the right to ask for a human to review it. Just contact us.
Cookies
Our website uses cookies to keep it working properly and to understand how people use it. You can control cookies through your browser settings, though switching some off may affect how the site works.
The PlusHeat Engineer app does not use cookies.
Who we share your data with
We only share your data when necessary, and we never sell it.
| Who | What for |
|---|---|
| Zoho | Our system of record for jobs, customers and engineers |
| Twilio | SMS notifications |
| Resend | Email notifications |
| Ably | Real-time updates to the customer tracking page |
| Amazon Web Services | Hosting, and secure storage for job photos, videos and PDFs |
| MapTiler | Map tiles shown on the tracking page and in the app |
| Sentry | Crash and error diagnostics, so we can fix problems quickly |
| Apple / Google | Delivering push notifications to your device |
Beyond these service providers, we only share data with:
- Legal authorities, if we're required to by law
- A new owner, if PlusHeat is ever sold or merged — we'll notify you if this happens
Keeping your data safe
We take reasonable technical and organisational steps to protect your data. No system is completely foolproof, but we take this seriously and review our security practices regularly.
How long we keep your data
We keep your data for as long as needed to provide our services or meet legal requirements. When it's no longer needed, we delete or anonymise it.
If you delete your PlusHeat Engineer account from within the app, we anonymise your profile straight away — your name, email and phone number are removed and you're signed out everywhere. If you're a registered Zoho engineer, the job history attached to your work is kept as part of our business records (we're required to keep these for accounting and compliance reasons), but it's no longer linked to a live account you can sign in to.
Your rights
You're in control of your data. You have the right to:
- See what data we hold about you
- Correct anything that's wrong
- Delete your data (in most circumstances)
- Object to how we use it, including AI-based profiling
- Ask for a human review of any automated decision that affects you
- Take your data elsewhere in a portable format
If you're an engineer, the quickest way to delete your account is in the app itself: Profile → Delete account. For anything else, email us at [email protected]. You can also raise a concern with the Information Commissioner's Office (ICO) at www.ico.org.uk.
Children's privacy
PlusHeat is not directed at children, and we don't knowingly collect data from anyone under 16. If you believe a child has given us personal data, contact us and we'll remove it.
Changes to this policy
If we make significant changes, we'll let you know by email or a notice on our website before they take effect.
Questions?
We're happy to help.