Privacy Policy
ApplianceCoverDirect
Effective Date: 21/07/2025
1. Introduction
ApplianceCoverDirect is committed to protecting your privacy and handling your personal information responsibly.
This Privacy Policy explains what information we collect, why we collect it, how we use it and the rights you have regarding your personal information.
By using our website or purchasing one of our Maintenance Service Agreements, you agree to the collection and use of your information in accordance with this Privacy Policy.
2. Who We Are
ApplianceCoverDirect is a trading name of North Point Financial Limited, a company registered in England and Wales under company number 15286259. Our registered office is located at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. We are registered as a data controller with the UK Information Commissioner's Office (ICO). We are committed to protecting and respecting your privacy and complying with current UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
3. Information We Collect
We may collect and process the following data about you:
- Personal Information: Name, address, email address, and phone number when you request a quote, sign up for a plan, or contact us.
- Payment Information: Payment method details and transaction history.
- Plan Details: Information about the appliances, plumbing, or drainage systems covered under your plan.
- Service History: Details of any service visits, repairs, or maintenance carried out at your property.
- Technical Data: IP address, browser type, and information about how you use our website (via cookies).
4. How We Use Your Information
Service Provision and Contract Fulfillment
We process your personal information primarily to fulfill our contract with you. This includes setting up your maintenance plan, managing your account, processing payments, and arranging for engineers to visit your property for repairs or maintenance services.
Customer Support and Communication
We use your contact details to communicate with you about your service, respond to your inquiries, provide technical support, and send you important administrative notifications regarding changes to our terms or privacy policy.
Legal Obligations and Risk Management
We may process your data to comply with legal requirements, such as tax and accounting regulations, or to protect our legal rights, detect and prevent fraud, and ensure the safety and security of our services and customers.
Legitimate Business Interests
Where it is in our legitimate interest to do so, we use data to improve our service offerings, conduct market research, and provide you with information about other products or services that may be of interest to you, unless you have opted out of such marketing.
5. Sharing Your Information
We do not sell, trade, or rent your personal information to others. We may share your information with selected third parties including:
- Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you (including our network of engineers).
- Analytics and search engine providers that assist us in the improvement and optimisation of our site.
- If ApplianceCoverDirect or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
- If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms and conditions and other agreements; or to protect the rights, property, or safety of ApplianceCoverDirect, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
6. Keeping Your Information Secure
We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal information on our instructions and they are subject to a duty of confidentiality. We have put in place procedures to deal with any suspected personal information breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
7. How Long We Keep Your Information
We will only retain your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes. In some circumstances you can ask us to delete your data: see Request erasure below for further information. In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
8. Marketing
If you have provided us with your contact details, we may contact you for marketing purposes by telephone or email. We will only provide you with marketing communications if you have either given us your consent to do so or where we have another legal basis to provide such communications to you in our legitimate interest. You can always opt-out of these marketing communications at any time. To do this, please follow the 'unsubscribe' link in our marketing emails or call our help team on 0345 257 3519.
9. Cookies
We use cookies and similar tracking technologies to track the activity on our Service and hold certain information. Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyze our Service. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service. Examples of Cookies we use: Session Cookies (to operate our Service), Preference Cookies (to remember your preferences and various settings), and Security Cookies (for security purposes).
10. Your Rights
Under data protection laws, you have specific rights regarding your personal data. These include the right to ask us for a copy of your personal data; to correct, delete or restrict processing of your personal data; and to obtain the personal data you provide in a structured, machine readable format. In addition, you can object to the processing of your personal data in some circumstances (in particular, where we don’t have to process the data to meet a contractual or other legal requirement).
Where we have asked for your consent, you may withdraw consent at any time. If you ask to withdraw your consent to us processing your data, this will not affect any processing which has already taken place at that time.
These rights may be limited, for example if fulfilling your request would reveal personal data about another person, or if you ask us to delete information which we are required by law or have compelling legitimate interests to keep. If you have unresolved concerns, you have the right to complain to a data protection authority in the country where you live, work or where you believe a breach may have occurred.
11. Contacting Us
If you have any questions or concerns regarding our Privacy Policy or your data, please contact us at:
ApplianceCoverDirect
0345 257 3519
support@appliancecoverdirect.co.uk
Available 24/7 for emergency call-outs.
12. Complaints
If you have any concerns about how we handle your personal data, please contact us first so we can try to resolve the issue. If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO). You can contact the ICO through their website at ico.org.uk or by calling their helpline.