Privacy Policy

HeatSure UK Ltd (“HeatSure”, “we”) is the data controller for information you provide when using heat-sure.com and the HeatSure app. Our registered office is in London, United Kingdom. You can reach our data protection point of contact at helpme@heat-sure.com.

Depending on how you use HeatSure, we may hold:

• Account data — name, email, phone number, role (tenant, landlord, homeowner, engineer, admin), password hash and authentication tokens.
• Property data — addresses, unit labels, access notes, compliance certificates and photos of your property that you upload for repairs.
• Membership + billing data — Stripe customer and subscription identifiers, cycle history, invoices. We never see or store full card numbers; Stripe handles PCI-DSS.
• Ticket & job data — issue descriptions, media (photos/videos/PDFs), engineer notes, quotes, timeline events, live location while an engineer is en-route to your property.
• Engineer profile data — Gas Safe number, insurance certificate, permanent address (engineers only, for HMRC + admin records).
• Technical data — IP address, user agent, referring URL, session cookies (see Cookie Policy).

• Contract — to deliver the maintenance service you or your landlord signed up for.
• Legal obligation — to keep Gas Safety records, invoices and complaints logs as required by UK law.
• Legitimate interests — to run fraud checks, secure the account, and improve the service.
• Consent — for optional analytics cookies and marketing emails, which you can withdraw at any time.

We only share personal data with providers that are essential to running HeatSure:

• Stripe (payments processor, EU + UK).
• Amazon Web Services (hosting + storage, London region).
• Zoho Mail (transactional email delivery).
• Twilio / Amazon Cognito (authentication).
• Your assigned engineer, for the specific property + ticket they're attending.

We do not sell your data or share it with advertisers.

Account, ticket and compliance data is retained for the life of the account plus 6 years after closure — that's the minimum window HMRC and Gas Safe expect for records. Technical logs are kept for 90 days. Marketing consent records are kept for as long as the consent stands.

Under the UK GDPR you can ask us to access, correct, delete, port or restrict processing of your data. Email helpme@heat-sure.com and we'll respond within one month. You can also complain to the ICO at ico.org.uk if you think we've mishandled your data.

When we change how we handle data materially, we'll email every active member at least 14 days before the change takes effect. The date at the top of this page always shows the last edit.