Privacy Policy

1. Introduction.

1.1 We are committed to safeguarding the privacy of our website visitors and service users.

1.2 This policy applies where we are acting as a data controller with respect to the personal data of Appliance Protection Group customers (A trading style of Appliance Protection Group Ltd); in other words, where we determine the purposes and means of the processing of that personal data.

1.3 We use cookies on our website. Insofar as those cookies are not strictly necessary for the provision of home support cover, we will ask you to consent to our use of cookies when you first visit our website where appropriate.

1.4 Our website incorporates privacy controls which affect how we will process your personal data.

1.5 In this policy, "we", "us" and "our" refer to Appliance Protection Group (APG). For more information about us, see Section 13.

2. How we use your personal data.

2.1 In this Section 3 we have set out:

(a) the general categories of personal data that we may process;

(b) in the case of personal data that we did not obtain directly from you, the source and specific categories of that data;

(c) the purposes for which we may process personal data; and

(d) the legal bases of the processing.

2.2 We may process data about your use of our website and services ("usage data"). The usage data may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. The source of the usage data is Google analytics. This usage data may be processed for the purposes of analysing the use of the website and services. The legal basis for this processing is consent OR our legitimate interests, namely monitoring and improving our website and services.

2.3 We may process your account data ("account data"). The account data may include your name, telephone number address. The account data is provided by you, the customer. The account data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is consent OR our legitimate interests, namely the proper administration of our website and business OR the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract.

2.4 We may process your personal data that is provided in the course of the use of our services ("service data"). The service data may include the details of products and appliances specific to your agreement with us. The service data is provided by you. The service data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is consent OR our legitimate interests, namely the proper administration of our website and business OR the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract.

2.5 We may process information contained in any enquiry you submit to us regarding goods and/or services ("enquiry data"). The enquiry data may be processed for the purposes of offering, marketing and selling relevant goods and/or services to you. The legal basis for this processing is consent.

2.6 We may process information relating to our customer relationships, including customer contact information ("customer relationship data"). The customer relationship data may include your name, your contact details, and information contained in communications between us and you. The customer relationship data is provided by you. The customer relationship data may be processed for the purposes of managing our relationships with customers, communicating with customers, keeping records of those communications and promoting our products and services to customers. The legal basis for this processing is consent OR our legitimate interests, namely the proper management of our customer relationships.

2.7 We may process information relating to transactions, including purchases of goods and services that you enter into with us and/or through our website ("transaction data"). The transaction data may include your contact details, your payment details and the transaction details. The transaction data may be processed for the purpose of supplying the purchased goods and services and keeping proper records of those transactions. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract and our legitimate interests, namely [the proper administration of our website and business.

2.8 We may process information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters ("notification data"). The notification data may be processed for the purposes of sending you the relevant notifications and/or newsletters. The legal basis for this processing is consent OR the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract.

2.9 We may process information contained in or relating to any communication that you send to us ("correspondence data"). The correspondence data may include the communication content and metadata associated with the communication. Our website will generate the metadata associated with communications made using the website contact forms. The correspondence data may be processed for the purposes of communicating with you and record-keeping. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and communications with users.

2.10 We may process any of your personal data identified in this policy where necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure. The legal basis for this processing is our legitimate interests, namely the protection and assertion of our legal rights, your legal rights and the legal rights of others.

2.11 We may process any of your personal data identified in this policy where necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, or obtaining professional advice. The legal basis for this processing is our legitimate interests, namely the proper protection of our business against risks.

2.12 In addition to the specific purposes for which we may process your personal data set out in this Section 3, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

2.13 Please do not supply any other person's personal data to us, unless we prompt you to do so.

2.14 We do not store credit card details nor do we share financial details with and 3rd parties.

3. Providing your personal data to others.

3.1 We may disclose your personal data to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

3.2 We may disclose your personal data to our suppliers or subcontractors as reasonably necessary for the fulfilment of our service obligations to you.

3.3 Financial transactions relating to our website and services may be handled by our payment services providers. We will share transaction data with our payment services providers only to the extent necessary for the purposes of processing your payments, refunding such payments and dealing with complaints and queries relating to such payments and refunds.

3.4 We may disclose your enquiry data to one or more of those selected third party suppliers of goods and services identified on our website for the purpose of enabling them to contact you so that they can offer, market and sell to you relevant goods and/or services. Each such third party will act as a data controller in relation to the enquiry data that we supply to it; and upon contacting you, each such third party will supply to you a copy of its own privacy policy, which will govern that third party's use of your personal data.

3.5 In addition to the specific disclosures of personal data set out in this Section 4, we may disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person. We may also disclose your personal data where such disclosure is necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

4. International transfers of your personal data.

4.1 In this Section 5, we provide information about the circumstances in which your personal data may be transferred to countries outside the European Economic Area (EEA).

4.2 We and our other group companies will ensure your data is held within the European Economic Area (EEA).

5. Retaining and deleting personal data.

5.1 This Section 5 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal data.

5.2 Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

5.3 We will retain your personal data as follows:

(a) Your data will be retained for a minimum period of six months following the date of your termination of services with us, and for a maximum period of six years following the date of your termination of services with us.

5.4 In some cases it is not possible for us to specify in advance the periods for which your personal data will be retained. In such cases, we will determine the period of retention based on the following criteria:

(a) the period of retention of your data will be determined based on the principles listed within the General Data Protection Regulation (GDPR).

5.5 Notwithstanding the other provisions of this Section 6, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

6. Amendments.

6.1 We may update this policy from time to time by publishing a new version on our website.

6.2 You should check this page occasionally to ensure you are happy with any changes to this policy.

6.3 We may notify you of significant changes to this policy by email.

7. Your rights.

7.1 In this Section 7, we have summarised the rights that you have under data protection law. Some of the rights are complex, and not all the details have been included in our summaries. Accordingly, you should read the relevant laws and guidance from the regulatory authorities for a full explanation of these rights.

7.2 Your principal rights under data protection law are:

(a) the right to access;

(b) the right to rectification;

(c) the right to erasure;

(d) the right to restrict processing;

(e) the right to object to processing;

(f) the right to data portability;

(g) the right to complain to a supervisory authority; and

(h) the right to withdraw consent.

7.3 You have the right to confirmation as to whether we process your personal data and, where we do, access to the personal data, together with certain additional information. That additional information includes details of the purposes of the processing, the categories of personal data concerned and the recipients of the personal data. Providing the rights and freedoms of others are not affected, we will supply to you a copy of your personal data. The first copy will be provided free of charge, but additional copies may be subject to a reasonable fee.

7.4 You have the right to have any inaccurate personal data about you rectified and, considering the purposes of the processing, to have any incomplete personal data about you completed.

7.5 In some circumstances you have the right to the erasure of your personal data without undue delay. Those circumstances include: the personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed; you withdraw consent to consent-based processing; you object to the processing under certain rules of applicable data protection law; the processing is for direct marketing purposes; and the personal data have been unlawfully processed. However, there are exclusions of the right to erasure. The general exclusions include where processing is necessary: for exercising the right of freedom of expression and information; for compliance with a legal obligation; or for the establishment, exercise or defence of legal claims.

7.6 In some circumstances you have the right to restrict the processing of your personal data. Those circumstances are: you contest the accuracy of the personal data; processing is unlawful but you oppose erasure; we no longer need the personal data for the purposes of our processing, but you require personal data for the establishment, exercise or defence of legal claims; and you have objected to processing, pending the verification of that objection. Where processing has been restricted on this basis, we may continue to store your personal data. However, we will only otherwise process it: with your consent; for the establishment, exercise or defence of legal claims; for the protection of the rights of another natural or legal person; or for reasons of important public interest.

7.7 You have the right to object to our processing of your personal data on grounds relating to your particular situation, but only to the extent that the legal basis for the processing is that the processing is necessary for: the performance of a task carried out in the public interest or in the exercise of any official authority vested in us; or the purposes of the legitimate interests pursued by us or by a third party.

7.8 You have the right to object to our processing of your personal data for direct marketing purposes (including profiling for direct marketing purposes). If you make such an objection, we will cease to process your personal data for this purpose.

7.9 You have the right to object to our processing of your personal data for scientific or historical research purposes or statistical purposes on grounds relating to your situation, unless the processing is necessary for the performance of a task carried out for reasons of public interest.

7.10 To the extent that the legal basis for our processing of your personal data is:

(a) consent; or

(b) that the processing is necessary for the performance of a contract to which you are party or in order to take steps at your request prior to entering into a contract, and such processing is carried out by automated means, you have the right to receive your personal data from us in a structured, commonly used and machine-readable format. However, this right does not apply where it would adversely affect the rights and freedoms of others.

7.11 If you consider that our processing of your personal information infringes data protection laws, you have a legal right to lodge a complaint with a supervisory authority responsible for data protection. You may do so in the EU member state of your habitual residence, your place of work or the place of the alleged infringement.

7.12 To the extent that the legal basis for our processing of your personal information is consent, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing before the withdrawal.

7.13 You may exercise any of your rights in relation to your personal data by written notice to us.

8. About cookies.

8.1 A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

8.2 Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

8.3 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

9. Cookies that we use;

9.1 We do not use cookies at a company level however our webhost at WebsiteFormations247 may use the following cookies:

9.2 Authentication - WebsiteFormations247 uses cookies, local storage and similar technologies to recognize you if you are logged in to our Services, so that we can show you the right information, understand how you use the Services and personalize your experience.

9.3 Security - WebsiteFormations247 uses cookies, local storage and similar technologies to support or enable security features we have deployed, and to help us detect malicious activity and violations of our Terms of Service.

9.4 Preferences, features and services - WebsiteFormations247 uses cookies, local storage and similar technologies to know which language you prefer, what your communications preferences are, and in order to help you fill out forms on the Services.

9.5 Advertising - We may work with advertisers or other partners and advertising service providers to serve ads or services that may be relevant to you based on your inferred interests or location (or both) to computers, mobile phones or other devices, which may use a device ID, cookie, pixel or other similar technology placed by Foursquare or the third party (although we would not share any other information that identifies you with an advertiser) on our Services, or on a third party website or app. The placing of these cookies, pixels or other technologies on your device may enable you to be identified across multiple websites and you should consult our Privacy Policy and the privacy policies of our advertisers, partners and advertising service providers to understand how they collect and use your data.

9.6 Performance, Analytics and Research - We sometimes use other service providers to help us provide certain products and services and to provide us information about use of the Services to improve the Services and make it appealing to as many users as possible. For example, Foursquare uses third party analytics providers, like Google Analytics, to better understand who is using the service and how people are using it. As part of providing these services, these service providers may collect and store anonymous information such as time of visit, pages visited, time spent on each page of the website, IP address, and type of operating system used. Please read their privacy policies to ensure that you are comfortable with the way they use cookies.

10. Cookies used by our service providers.

10.1 Our service providers use cookies and those cookies may be stored on your computer when you visit our website.

10.2 We use Google Analytics to analyse the use of our website. Google Analytics gathers information about website use by means of cookies. The information gathered relating to our website is used to create reports about the use of our website. Google's privacy policy is available at: https://www.google.com/policies/privacy/.

11. Our details.

11.1 This website is owned and operated by Appliance Protection Group (APG); a Trading style of Appliance Protection Group Ltd Company registration number 11924167.

11.2 We are registered in England and Wales under registration number 11924167, and our registered office is at 1st Floor, 2 Woodberry Grove, Finchley, London N12 0DR.

11.3 You can contact us:

(a) by post, to 1st Floor, 2 Woodberry Grove, Finchley, London N12 0DR.

(b) by telephone, on the contact number published on our website from time to time; or 020 3011 1268.

(c) by email, using the email address published on our website from time to time; or customercare@appliance-protection-group.co.uk.

Terms & Conditions

Definitions;

Service Plan;
This contract of support and agency services. The Service in question will only be offered once the term has been paid in full.

We/Us/Our;
Throughout the Website, Contract, T+C's and Privacy Policy, these terms refer to Appliance Protection Group Ltd.

You/Your;
This term will refer to the person whose name is located on the paperwork.

Eligibility;
You must be at least 18 years old to qualify for this service plan.

Support and Agency Contract;
Appliance Protection Group Ltd is not associated in any way with the sale or supply of insurance products. The service in question is a contract of support and agent services. The service you pay for is not an insurance product. The use of the service plan is not definitively assigned to one event.

Household Maintenance;
If you usually routinely maintain your goods and are due a maintenance on the items listed, we can assist with this: any electrical systems, white goods such as washing machines, air conditioning systems etc. We can help and help arrange these services for you. The cost of the service being provided will be discussed with you before any purchase has been made necessary.

Breakdowns;
If a product which you own, suffers an unforeseen mechanical or electrical breakdown and you are to get in contact with us in order to fix these issues then we will connect you with one our fully trained telephone representatives and try to resolve the issue with you via telephone consultation. If we are unable to find a solution during the telephone consultation, we will arrange for a manufacturer approved engineer to visit the appliance and attempt to repair it. Where a repair is approved the third-party business will arrange for an engineer to conduct the repair, or they may decide that a replacement item would be more cost effective. If this is the case, all fees will be agreed with you in advance. These fees will be agreed in order to prevent any unnecessary purchase.

Limitations;
There is a cap on the amount of assistance to be provided to each service plan holder. This cap will be decided at our own discretion.

Who Can provide support?
We have a team of representatives that will provide you with an unmatchable service. This can be provided via email and telephone consultancy in order to give you immediate assistance in the issues you are having. We may take into consideration the opportunity for a third-party organisation with a renowned reputation to assist. This will only be applicable when a home visit is needed in order to visit the appliance and/or repair it and when a purchase is necessary for a new machine. In these circumstances you will be dealing with this business directly, any extra fees that may be needed for their assistance in this service plan will be discussed with you in depth before any purchase has been made.

Replacement Items;
Again, a replacement appliance may be seen to be more cost effective for the situation. If this is the case, then it will be discussed in depth with you before any decision has been made.

Acting Agent;
Under this Service Plan it is our job to act on your behalf with all the white goods that you have chosen to let us oversee.

Exclusions;
The following are excluded from the agreement:

Payments;

  1. If you pay the fees monthly by a continuous authority payment, you must make regular payments in accordance with the payments schedule, which will be stated within your direct debit agreement. If we are unable to collect a payment from you, we will contact you to notify you that the payment was unsuccessful. If you are unable to make the payment to keep up with the schedule that has been agreed with you then the agreement may be cancelled, dependant on circumstances.
  2. If you do not pay for our service on time, it will be suspended from the due date. Any assistance that is needed from us will not be given until payments are made in order to be back up to date with the payment schedule agreed prior.
  3. The Descriptor (what will show on your bank statement) is as follows; appliancepro02031111269.

Duration;

  1. The period for our services will begin on stated "START DATE" in your agreement paperwork and will run through your "END DATE". If you wish to "RENEW" you are more than welcome to do so and we will be in touch 14 days before the end date of your agreement to provide you with plenty of time to consider our offer.
  2. If you pay by cheque or any means other than a card payment, you will need to make payment for your plan to continue.
  3. We reserve the right not to offer you a renewal on your service plan.

Cancellation;
There is an initial cooling off period as defined below.

  1. The 'cooling off period' is the fourteen-day period from the assistance start date.
  2. If you change your mind during the cooling off period, you can cancel your plan and we'll refund any fees paid to the account they have been originally paid from.
  3. If your plan automatically ends or is cancelled by us, these rights do not apply (see 'Our Rights to Terminate Service.' below).

If you cancel your plan after your 14-day cooling off period, you will not be entitled to any refund.

How to cancel;
If you wish to cancel your assistance plan, please call our customer services team and ask to cancel the current service plan in your name and we will process your refund request over the phone. Your money will show in 5-10 days in your account. We can also email you confirmation the refund has been processed. Please let our advisors know if you require this

Our Rights to Terminate Service;
We reserve the right to cancel your plan by giving you fourteen days' notice. If we cancel your plan using this provision, you shall receive a refund to the amount remaining in calendar months.

Customer Contact Details;
For customer services: The telephone number relating to your product and the hours of operation will be stated in your paperwork. Alternatively, you can write to us at Appliance Protection Group Ltd T/A Appliance Protection Group, 1st Floor, 2 Woodberry Grove, London N12 0DR or via our website at www.appliance-protection-group.co.uk.

Complaints;
If you wish to complain or you are unhappy with the service provided, please put your comments in writing via our website at www.appliance-protection-group.co.uk.

Changes to These Terms and Conditions;
We may modify or replace these terms and conditions in order to:

We will give you thirty (30) days' written notice of any change that could have a material impact on your rights or obligations. The new terms and conditions will take effect from the date specified in the notice. If you do not agree with the changes, you may cancel the plan by notifying us within that notice period and you will receive a prorated refund of any payments that you have made for the unexpired period of your plan.

Data Protection;
Appliance Protection Group will use your information only to provide the requested service and for administration (including the recovery of any amounts owing, where applicable). We will not provide your data to any other third parties without your consent.

You may request a copy of your data. If your personal details change please let us know by writing to our website at www.appliance-protection-group.co.uk.

Exclusion of Third-Party Rights;
This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan.

Statutory Rights;
Nothing in the conditions will reduce or affect your statutory rights; for further information about your statutory rights you can contact the Citizens Advice Bureau via their website www.adviceguide.org.uk or by telephone on 0345 404 0506.

Customers with Disabilities;
We offer several services for customers who have disabilities including providing our documents in Braille, large print or audio formats. Should you need to request these services please contact us: Appliance Protection Group Ltd T/A Appliance Protection Group, 1st Floor, 2 Woodberry Grove, London N12 0DR or via our website at www.appliance-protection-group.co.uk.