Privacy and Cookie Policy

Last updated: March 2026

1. About Us

This privacy and cookie policy explains how The Heat Network Ltd ("we", "us", "our") collects, uses, and protects your personal information when you visit our website theheatnetwork.co.uk, use our online booking form at book.theheatnetwork.co.uk, or engage with our services.

The Heat Network Ltd is registered in Scotland under company number SC624367. Our registered address is The Lodge House, Priory Lane, Dunfermline, KY12 7DT.

We are the data controller for the personal information we process. If you have any questions about this policy, please contact us at hello@theheatnetwork.co.uk or call 01383 660098.

2. Information We Collect

When you use our website

We may collect non-personal information automatically, including your IP address, browser type, device information, pages visited, and referring website. This data is collected through cookies and similar technologies (see Section 8 below).

When you use our online booking form

When you book an appointment or send an enquiry through our booking form, we collect the following personal information:

• Your name
• Email address
• Phone number
• Property address and postcode
• Whether you are a homeowner or landlord
• Service requested and any sub-options selected
• Boiler or heat pump make and model (if provided)
• Fault descriptions or issue details (if applicable)
• Any additional information you choose to provide
• Your consent preferences (privacy policy acceptance and marketing opt-in)

When you contact us directly

If you contact us by phone, email, WhatsApp, or through our AI receptionist, we may collect your name, contact details, and the details of your enquiry.

When we carry out work

When we visit your property to carry out heating services, we may collect additional information including gas safety records, boiler serial numbers, photographs of equipment, and notes about the work carried out. This information is necessary to provide our services safely and in compliance with Gas Safe regulations.

3. How We Use Your Information

To provide our services — processing your booking, scheduling appointments, carrying out heating work, and providing quotes. This is necessary for the performance of a contract with you.

To communicate with you — sending booking confirmations, appointment reminders, on-the-day tracking updates, and review requests by email and SMS. This is necessary for the performance of a contract with you.

To send you marketing communications — if you have opted in, we may send you emails about special offers, seasonal campaigns, care plan information, and helpful heating advice. This is based on your consent, which you can withdraw at any time.

To improve our services — analysing booking patterns and website usage to improve our booking system and customer experience. This is based on our legitimate interest in improving our business.

To comply with legal obligations — maintaining gas safety records and financial records as required by law.

4. Lawful Basis for Processing

Under UK GDPR, we rely on the following lawful bases:

Contract — processing your booking, providing our services, and communicating about your appointment.

Consent — sending marketing communications. You can withdraw consent at any time by contacting us or clicking unsubscribe in any marketing email.

Legitimate interest — improving our website and services, preventing fraud, and maintaining business records.

Legal obligation — retaining gas safety certificates, financial records, and service records as required by law.

5. Who We Share Your Data With

We share your personal information with the following third-party service providers who help us deliver our services:

ServiceM8 — our job management system where we store booking details, job records, and customer information. ServiceM8 also sends SMS messages on our behalf for booking confirmations and appointment reminders.

Resend — our email service provider, used to send branded booking confirmations, appointment reminders, and marketing emails (where you have opted in).

Vercel — hosts our booking form.

WordPress — our website platform and hosting provider.

We do not sell your personal information to any third party. We do not share your data with advertisers. We will only disclose your information to law enforcement or regulatory bodies if required to do so by law.

6. How Long We Keep Your Data

After these periods, your data will be securely deleted or anonymised.

7. Your Rights

Under UK GDPR, you have the following rights:

Right of access — you can request a copy of the personal data we hold about you.

Right to rectification — you can ask us to correct any inaccurate or incomplete data.

Right to erasure — you can ask us to delete your personal data, subject to any legal retention requirements.

Right to restrict processing — you can ask us to temporarily stop processing your data in certain circumstances.

Right to data portability — you can request your data in a commonly used, machine-readable format.

Right to object — you can object to processing based on legitimate interests, and you can opt out of marketing communications at any time.

Right to withdraw consent — where we process data based on your consent, you can withdraw that consent at any time.

To exercise any of these rights, please contact us at hello@theheatnetwork.co.uk or call 01383 660098. We will respond to your request within one month.

8. Cookies

What are cookies?

Cookies are small text files stored on your device when you visit a website. They help the site function properly and can provide information about how the site is used.

Cookies we use

We do not use advertising or tracking cookies. We do not share your browsing data with advertisers or any third party.

Third-party cookies

Our website may include embedded content or links to third-party services (such as Google Maps or social media platforms) which may set their own cookies. We have no control over these cookies. Please refer to the relevant third-party privacy policies for more information.

Managing cookies

You can control and delete cookies through your browser settings:

• Chrome: Settings > Privacy and Security > Cookies
• Firefox: Settings > Privacy and Security > Cookies
• Safari: Preferences > Privacy
• Edge: Settings > Cookies and Site Permissions

Please note that blocking essential cookies may affect the functionality of our website and booking form.

9. SMS Communications

When you book an appointment through our online booking form and provide a phone number, we will send you SMS messages relating to your booking, including:

• Booking confirmation
• 24-hour appointment reminder
• On-the-day arrival tracking

These SMS messages are sent through ServiceM8 and are necessary for the performance of our contract with you. They are not marketing messages.

If you have opted in to marketing communications, we may occasionally send promotional SMS messages. You can opt out at any time by replying STOP or contacting us.

10. Data Security

We take the security of your personal information seriously and implement appropriate technical and organisational measures to protect it, including:

• All website and booking form communications are encrypted with SSL/TLS
• Access to customer data is restricted to authorised personnel only
• Third-party service providers are selected for their security standards and data protection compliance
• Regular review of our data handling procedures

While we take all reasonable steps to protect your data, no method of transmission over the internet is completely secure and we cannot guarantee absolute security.

11. Children's Privacy

Our services are not directed at individuals under the age of 16. We do not knowingly collect personal information from children. If you believe we have inadvertently collected data from a child, please contact us and we will delete it promptly.

12. Links to Other Websites

Our website may contain links to other websites. We are not responsible for the privacy practices or content of those external sites. We encourage you to read the privacy policy of any website you visit.

13. Changes to This Policy

We may update this privacy and cookie policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this page periodically.

14. Complaints

If you are unhappy with how we have handled your personal information, please contact us first at hello@theheatnetwork.co.uk 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):

15. Contact Us

If you have any questions about this privacy and cookie policy, please contact us: