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Legal

Privacy Policy

How we collect, use and protect your personal information, and the rights you have over it under UK data protection law.

Last updated: 14 September 2026

1 Who we are

Apex Heating & Air Conditioning is a trading name of Apex Plumbing Merchants Ltd, and is the "data controller" for the personal information described in this policy: we decide what is collected and what it is used for, and we are responsible for looking after it. This policy covers this website, orders placed with us, and any installation or maintenance work we carry out.

Trading name
Apex Heating & Air Conditioning
Registered company
Apex Plumbing Merchants Ltd
Postal address
955 Romford Road, London, E12 5JR
Data protection contact
info@apexhvac.co.uk
Telephone
+44 7956 923185
Company number
15757745

2 What we collect, and why

We only collect what we need to fulfil an order, book a service, run your account, or answer a question. Most of it comes directly from you.

  • Identity and contact details (name, address, email, phone), to process orders and respond to you.
  • Order and installation details (what you bought, delivery preferences, property access notes, F-Gas job records), to deliver and install what you ordered and keep the legal records our trade requires.
  • Correspondence (emails, WhatsApp, contact-form messages), to answer you and keep a record of what was agreed.
  • Account details (username, securely hashed password), only if you create an account.
  • Technical and usage data (IP address, browser, pages viewed), to keep the site working and secure and see which pages and products are actually used.

We also keep accounting and VAT records as required by HMRC, and use technical/order data to prevent fraud. Where we rely on your consent specifically, sending you offers by email, you can withdraw that consent at any time. Everything else is processed because it is necessary to fulfil your order or a legal obligation we are under.

We never see your card details. We use internationally accepted payment gateways (currently Stripe) and do not process or store your bank or card details ourselves. They are handled directly by the payment provider on their own secure systems.

3 Marketing and cookies

We only send marketing email to people who have asked for it. Every marketing email has a working unsubscribe link, or you can email info@apexhvac.co.uk at any time. Opting out of marketing does not stop order confirmations, delivery updates or appointment reminders, which we have to send to fulfil your order. We do not sell or rent your information to anyone else for their own marketing.

This site uses cookies to keep your basket working, keep you logged in, remember recently viewed products, and see (in aggregate) which pages and products are used. Strictly necessary cookies cannot be switched off without breaking the basket and checkout; you can block or delete the rest through your browser settings.

4 Who we share it with, and how long we keep it

We share information only where it is needed to run the business, with organisations bound to protect it: delivery carriers and installation engineers (to fulfil your order), suppliers and manufacturers (for direct shipments and warranty claims), our payment provider, our hosting and IT providers, our accountants and HMRC, and regulators or law enforcement where we are legally required to. A provider processing data on our behalf acts only on our instructions. We aim to keep data within the UK/EEA; where a provider is elsewhere, an appropriate legal safeguard is in place.

We keep order and transaction records for 6 years after the tax year they relate to (an HMRC requirement), installation and F-Gas job records for at least 5 years, warranty documentation for the length of the warranty plus 1 year, and general enquiries for 12 months. Once a retention period ends, we delete the data or anonymise it so it can no longer identify you.

5 Keeping your data safe

  • Traffic between your browser and this site is encrypted in transit.
  • Passwords are stored as a one-way hash. We cannot read them, and neither could anyone who obtained the database.
  • Access to customer records is limited to staff who need it to do their job.
  • Our systems and plugins are kept up to date, and backups are held securely.

No system can be guaranteed completely secure. If a breach ever occurred that was likely to risk your rights and freedoms, we would report it to the Information Commissioner's Office within 72 hours and tell you without undue delay.

6 Your rights

Under UK data protection law you can ask us to: give you a copy of your data (access), correct it (rectification), delete it where we no longer need it (erasure), pause using it while a dispute is resolved (restriction), give it back to you in a portable format (portability), or stop using it for our own legitimate interests or direct marketing (object). Where we rely on your consent, you can withdraw it at any time.

Email info@apexhvac.co.uk to make a request. We may ask you to confirm your identity first, so we do not disclose your data to someone else, and we respond within one month, free of charge.

Right to complain. If you are unhappy with how we have handled your data, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113, though we would appreciate the chance to put things right first.

This site is intended for people aged 18 and over. Our pages sometimes link to manufacturer or partner websites; we are not responsible for their privacy practices. We review this policy regularly, and the date at the top shows when it was last revised. This policy should be read together with our Terms & Conditions.

Exercising your data rights

To access, correct or delete the information we hold about you, contact us using the details below. We respond within one month.

info@apexhvac.co.uk +44 7956 923185