Privacy policy
This policy explains how Plumb AI Ltd ("Plumb", "we", "us") collects and uses personal data when you visit askplumb.com, contact us, or use the Plumb platform. We take the same approach to your data that the product takes to a site: be specific, keep the evidence, and only assert what we can show.
01 Who we are
Plumb AI Ltd is the data controller for the personal data described in this policy.
- Company: Plumb AI Ltd, registered in England & Wales, company number 17256788.
- Registered office: Flat 4 Highwood Court, 22 Highbury Crescent, London, England, N5 1RX.
- Data protection contact: privacy@askplumb.com.
We have not appointed a statutory Data Protection Officer; our data protection contact above handles all privacy enquiries.
02 Scope of this policy
This policy covers personal data about visitors and prospective customers (our website and enquiry forms) and users of the platform (people who sign in and operate Plumb on behalf of a business).
When a business customer uses the platform, they provide us with the documents and data they hold on a site - typically a transaction "data room" - and we process those materials to produce a pre-bid view. We may also draw on public and licensed records (such as planning, title, environmental and infrastructure data) where relevant. These materials can contain personal data - for example a named proprietor, landlord, tenant or correspondent. We process that data as a processor, on the customer's instructions, to deliver the service; the customer is the controller and is responsible for ensuring it may lawfully share the materials with us. That handling is governed by our customer agreement and its data-processing terms, not by this policy. This policy concerns the personal data we collect about you directly - as a website visitor, an enquirer, or an account holder who signs in to operate the platform.
03 The data we collect
Information you give us
- Enquiries. When you use a "Get in touch" form we collect your name, work email and, if you provide it, your phone number.
- Account & sign-in. If you use the platform, we process the identifiers needed to authenticate you and manage your account.
- Correspondence. Records of your communications with us, including support requests.
Information we collect automatically
- Essential technical data. Basic information needed to serve the site securely, such as your IP address and request metadata in server logs.
- Cookies & similar storage. Only essential storage by default. Optional analytics run only with your consent - see our Cookie policy.
- Product analytics & session replay. We use PostHog (hosted in the EU) to understand how our site and platform are used - which pages and features are reached, and how journeys flow. This includes session replay (a reconstruction of on-screen interactions) used to diagnose problems and improve usability, and basic front-end error reports used to fix faults. Replays mask everything you type, and in the platform also mask on-screen text - so the documents, analysis and data shown or entered there are not captured. We run PostHog in its EU region and configure it to discard your IP address, so your full IP is not retained; any location is derived only to city level. On askplumb.com this runs only if you opt in; in the signed-in platform it runs under our legitimate interest in operating and improving the service.
We do not knowingly collect special category data through our website, and we ask that you do not send it to us in enquiry forms.
04 How and why we use it
| Purpose | Data used |
|---|---|
| Respond to enquiries | Name, work email, and phone if provided |
| Provide & secure the platform | Account, sign-in and technical data |
| Improve the service | Product analytics & masked session replay (consent on the website; legitimate interest in the platform) |
| Comply with law | Records we are required to keep |
| Protect against fraud & abuse | Technical and security logs |
We do not sell your personal data, and we do not use it for automated decisions that produce legal or similarly significant effects about you.
05 Lawful bases
Under the UK GDPR we rely on:
- Legitimate interests - to respond to enquiries, run and secure the service, understand demand for the product, and - within the signed-in platform - measure product usage and use masked session replay to diagnose and improve it. You can object at any time (see your rights below).
- Performance of a contract - to provide the platform to account holders and their organisations.
- Consent - for optional analytics and session replay on the askplumb.com website. You can withdraw consent at any time via Cookie settings.
- Legal obligation - where we must retain or disclose data to comply with the law.
07 International transfers
We host our platform in the European Economic Area. Some of the providers we rely on are based outside the UK and the EEA and may process personal data there. Where that happens, we put in place a lawful transfer mechanism - typically the UK International Data Transfer Agreement or the Addendum to the EU Standard Contractual Clauses - and assess that your data remains adequately protected.
08 How long we keep it
We keep personal data only as long as we need it for the purposes above:
- Enquiries - for up to 24 months after our last contact, then deleted or anonymised, unless you become a customer.
- Account data - for the life of the account and a reasonable period afterwards to meet legal and accounting obligations.
- Customer-provided content - handled under the customer agreement; we delete or return it on the customer's instruction, and when their agreement with us ends.
- Server & security logs - for a short, rolling retention window.
09 Your rights
Subject to conditions in the law, you have the right to: access your data; have it corrected; have it erased; restrict or object to its processing; data portability; and to withdraw consent where we rely on it. You will not pay a fee to exercise these rights in normal circumstances, and we will respond within one month.
To make a request, email privacy@askplumb.com. We may need to verify your identity first.
If your personal data appears in a customer's data room, that customer is the controller for it - please contact them directly, and we will support them in responding to your request.
10 Security
We use appropriate technical and organisational measures - encryption in transit, access controls, and the principle of least privilege - to protect personal data, and we keep those measures under review. No system is perfectly secure; if a breach affects your rights we will notify you and the regulator as required.
11 Changes to this policy
We may update this policy as the product and the law evolve. The version and date at the top show the current edition; material changes will be highlighted on this page or notified to account holders.
12 Contact & complaints
For any privacy question, contact privacy@askplumb.com.
If you are unhappy with how we have handled your data you can complain to the UK Information Commissioner's Office (ICO) at ico.org.uk or by calling its helpline. We would, however, appreciate the chance to resolve it first.
Plumb AI Ltd · Registered in England & Wales · Company No. 17256788 · askplumb.com
See also our Cookie policy and Terms.