Privacy notice

Who we are

Terry H2O Solutions UK Ltd (company number 17333429) is the controller for enquiries and orders originating in the United Kingdom. Terry H2O Solutions EMEA Ltd (company number 17333459) is the controller for enquiries and orders originating in the European Economic Area, the Middle East and Africa. Both companies are registered in England and Wales at Foresters Hall, 25–27 Westow Street, London SE19 3RY.

Contact the data protection lead for either company at enquiries@terryh2o.co.uk. If we appoint an EU representative under Article 27 of the EU GDPR, their details will be published here.

What we collect

• —Identity and contact data — name, job title, company name, business email address and business address, given when you submit an enquiry or place an order.
• —Enquiry data — the equipment you run, site locations, water hardness figures and any specification you send us.
• —Transaction data — orders, quotations, delivery records and payment references. We do not store card details.
• —Technical data — IP address, browser type and pages viewed, where you consent to analytics cookies.
• —Correspondence — emails and call notes relating to a quotation, order or service visit.

Why we use it, and our lawful basis

• —To answer an enquiry and prepare a quotation — necessary for the performance of a contract, or to take steps at your request before entering one (Article 6(1)(b)).
• —To supply, deliver and service equipment, and to handle warranty claims — performance of a contract (Article 6(1)(b)).
• —To keep records required by tax, accounting and product-safety law — legal obligation (Article 6(1)(c)).
• —To send occasional product and service updates to existing business customers — legitimate interests in marketing our own similar products, subject to an opt-out in every message (Article 6(1)(f), and PECR Regulation 22 for the UK).
• —To measure how the site is used — consent, given through the cookie banner (Article 6(1)(a)).

Who we share it with

We share personal data with our authorised distributors and service partners where they are handling your enquiry, order or service visit; with couriers and installers for delivery; with our manufacturing partner Systems IV for warranty and technical support; and with our accountants, auditors and professional advisers. Each acts under a written agreement that limits use to our instructions.

We do not sell personal data and we do not share it for third-party marketing.

International transfers

Some of our manufacturing and technical support is provided from the United States. Where personal data leaves the UK or the EEA we rely on the UK International Data Transfer Addendum or the European Commission’s Standard Contractual Clauses, together with a transfer risk assessment, so that your data keeps an equivalent level of protection.

How long we keep it

• —Enquiries that do not become orders — 24 months from last contact.
• —Customer and order records — 7 years from the end of the financial year in which the transaction took place, to meet HMRC and company law requirements.
• —Service and warranty records — for the life of the equipment plus 6 years.
• —Marketing consents and opt-outs — retained for as long as needed to honour your preference.

Your rights

Under the UK GDPR and the EU GDPR you have the right to be informed, and to request access to your personal data, rectification of inaccurate data, erasure, restriction of processing, portability, and to object to processing based on legitimate interests. Where we rely on consent you may withdraw it at any time without affecting processing already carried out.

To exercise any of these rights, email enquiries@terryh2o.co.uk. We respond within one month. There is no fee unless a request is manifestly unfounded or excessive.

Complaints

If you are not satisfied with how we have handled your data you may complain to the UK Information Commissioner’s Office at ico.org.uk, or to the supervisory authority in the EEA member state where you live or work. We would ask you to raise it with us first so we can try to put it right.

Automated decision-making

We do not carry out automated decision-making or profiling that produces legal effects concerning you or similarly significantly affects you. The hardness lookup and equipment selector on this site are reference tools only; they run in your browser and do not record what you enter.

Changes to this notice

We review this notice at least annually. Material changes will be posted here and, where the change affects an existing customer, notified by email.