Privacy Policy

1. Who we are

Devon Heat Pumps is a trading name of Chalmers and Sons Ltd, a company registered in England and Wales (Company No. 15217466). We're based at Clyst St. Mary, Exeter.

For anything to do with your data, contact us at info@devonheatpumps.com or on 07576 555247.

We are the “data controller” for the personal data described on this page.

2. What we collect

We only collect personal data when you choose to give it to us. That's usually one of three things:

• Enquiry details — your name, contact details, property address and a description of the work you need, submitted through our website contact form, by email, by phone or by WhatsApp.
• Customer records — if we go on to do work for you, we'll keep records of heat loss surveys, quotes, invoices, MCS certificates, BUS grant paperwork, parts used and service history.
• Site analytics — anonymous information about how visitors use the website (see “Cookies & analytics” below).

3. How we use it

We use your personal data to:

• respond to enquiries and prepare quotes;
• carry out heat loss surveys and design renewable heating systems;
• install, commission and service heat pumps and related equipment;
• apply for grants (such as the Boiler Upgrade Scheme) on your behalf;
• register MCS certificates and product warranties;
• process payments and keep proper accounting records;
• comply with our legal and regulatory obligations (for example MCS, Gas Safe, HMRC, Ofgem).

We don't sell your data, and we don't use it for marketing without your permission.

4. Legal basis

Under UK GDPR we rely on the following legal bases:

• Contract — to provide quotes and carry out work you've asked us to do.
• Legal obligation — to keep tax, safety and certification records required by law.
• Legitimate interests — to manage our business, prevent fraud, and run basic website analytics.
• Consent — where you've specifically opted in (for example to marketing).

5. Who we share it with

We share your data only where we have to:

• Trusted service providers who help us run the business — for example our job management system (Trade Complete), our accountants, our payment processor and our email provider.
• Accreditation bodies and grant administrators — MCS, RECC, Gas Safe, NAPIT and Ofgem (for Boiler Upgrade Scheme grants), where this is needed to certify or fund your installation.
• Equipment manufacturers for warranty registration of the units we install.
• HMRC and other authorities where the law requires it.

We don't share your data with anyone else without your knowledge.

6. Cookies & analytics

This website does not set tracking cookies or store personal data in your browser.

We use Cloudflare Web Analytics to understand how many people visit the site and which pages they look at. Cloudflare Web Analytics is privacy-friendly — it works without cookies and doesn't fingerprint visitors or track them across sites. You can read more on Cloudflare's website.

The site also loads fonts from Google Fonts, icons from unpkg, and embeds a contact form from Trade Complete. These providers may receive your IP address as part of normal web traffic.

7. How long we keep it

We keep customer and job records for at least 7 years after the last contact with you, to meet HMRC requirements and to honour any long warranties (heat pump warranties commonly run 5–10 years). Enquiries that don't lead to work are deleted within 12 months. Site analytics are aggregate and not linked to you personally.

8. Your rights

You have the right to:

• ask for a copy of the personal data we hold about you;
• have inaccurate data corrected;
• ask us to delete data we no longer need;
• restrict or object to certain uses of your data;
• withdraw consent at any time (where we rely on consent).

To exercise any of these rights, contact us at info@devonheatpumps.com. We'll respond within one month.

9. Complaints

If you're not happy with how we've handled your data, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

10. Changes to this policy

If we change this policy we'll update the “Last updated” date at the top of the page. Material changes will be flagged on the site.