Copyright © OVEN BUSTERS 2017 all rights reserved
GDPR Data protection policy
Context and overview
Policy prepared by:Mr Jon Page.
Approved by board / management on:25/05/2018
Policy became operational on:25/05/2018
Next review date:25/05/2021
Oven Busters (inc Fix My Oven) needs to gather and use certain information about individuals.
These can include customers, suppliers, business contacts, employees and other people the organisation has a relationship with or may need to contact.
This policy describes how this personal data must be collected, handled and stored to meet the company’s data protection standards — and to comply with the law.
Why this policy exists
This data protection policy ensures Oven Busters (inc Fix My Oven):
Complies with GDPR protection law and follow good practice
Protects the rights of staff, customers and partners
Is open about how it stores and processes individuals’ data
Protects itself from the risks of a data breach
Data protection law
The Data Protection Act 1998 describes how organisations — including Oven Busters (inc Fix My Oven)— must collect, handle and store personal information.
These rules apply regardless of whether data is stored electronically, on paper or on other materials.
To comply with the law, personal information must be collected and used fairly, stored safely and not disclosed unlawfully.
The Data Protection Act is underpinned by eight important principles. These say that personal data must:
1. Be processed fairly and lawfully
2. Be obtained only for specific, lawful purposes
3. Be adequate, relevant and not excessive
4. Be accurate and kept up to date
5. Not be held for any longer than necessary
6. Processed in accordance with the rights of data subjects
7. Be protected in appropriate ways
8. Not be transferred outside the European Economic Area (EEA), unless that country or territory also ensures an adequate level of protection
People, risks and responsibilities
This policy applies to:
Oven Busters (inc Fix My Oven)
All contractors, suppliers and other people working on behalf of Oven Busters (inc Fix My Oven)
It applies to all data that the company holds relating to identifiable individuals, even if that information technically falls outside of the Data Protection Act 1998. This can include:
Names of individuals
…plus any other information relating to individuals
Data protection risks
This policy helps to protect Oven Busters (inc Fix My Oven) from some very real data security risks, including:
Breaches of confidentiality. For instance, information being given out inappropriately.
Failing to offer choice. For instance, all individuals should be free to choose how the company uses data relating to them.
Reputational damage. For instance, the company could suffer if hackers successfully gained access to sensitive data.
Everyone who works for or with Oven Busters (inc Fix My Oven) has some responsibility for ensuring data is collected, stored and handled appropriately.
Each team that handles personal data must ensure that it is handled and processed in line with this policy and data protection principles.
However, these people have key areas of responsibility:
The director is ultimately responsible for ensuring that [Oven Busters (inc Fix My Oven)meets its legal obligations.
The data protection officer, Mr Jon Page is responsible for:
Keeping the board updated about data protection responsibilities, risks and issues.
Reviewing all data protection procedures and related policies, in line with an agreed schedule.
Arranging data protection training and advice for the people covered by this policy.
Handling data protection questions from staff and anyone else covered by this policy.
Dealing with requests from individuals to see the data Oven Busters (inc Fix My Oven) holds about them (also called ‘subject access requests’).
Checking and approving any contracts or agreements with third parties that may handle the company’s sensitive data.
The IT manager, Mr Jon Page, is responsible for:
Ensuring all systems, services and equipment used for storing data meet acceptable security standards.
Performing regular checks and scans to ensure security hardware and software is functioning properly.
Evaluating any third-party services the company is considering using to store or process data. For instance, cloud computing services.
The marketing manager, Mr Jon Page, is responsible for:
Approving any data protection statements attached to communications such as emails and letters.
Addressing any data protection queries from journalists or media outlets like newspapers.
Where necessary, working with other staff to ensure marketing initiatives abide by data protection principles.
In particular, strong passwords must be used and they should never be shared.
Personal data should not be disclosed to unauthorised people, either within the company or externally.
Data should be regularly reviewed and updated if it is found to be out of date. If no longer required, it should be deleted and disposed of.
These rules describe how and where data should be safely stored. Questions about storing data safely can be directed to the IT manager or data controller.
When data is stored on paper, it should be kept in a secure place where unauthorised people cannot see it.
These guidelines also apply to data that is usually stored electronically but has been printed out for some reason:
When not required, the paper or files should be kept in a locked drawer or filing cabinet.
Employees should make sure paper and printouts are not left where unauthorised people could see them, like on a printer.
Data printouts should be shredded and disposed of securely when no longer required.
When data is stored electronically, it must be protected from unauthorised access, accidental deletion and malicious hacking attempts:
Data should be protected by strong passwords that are changed regularly and never shared between employees.
If data is stored on removable media (like a CD or DVD), these should be kept locked away securely when not being used.
Data should only be stored on designated drives and servers, and should only be uploaded to an approved cloud computing services.
Servers containing personal data should be sited in a secure location, away from general office space.
Data should be backed up frequently. Those backups should be tested regularly, in line with the company’s standard backup procedures.
Data should never be saved directly to laptops or other mobile devices like tablets or smart phones.
All servers and computers containing data should be protected by approved security software and a firewall.
Personal data is of no value to Oven Busters (inc Fix My Oven) unless the business can make use of it. However, it is when personal data is accessed and used that it can be at the greatest risk of loss, corruption or theft:
When working with personal data, employees should ensure the screens of their computers are always locked when left unattended.
Personal data should not be shared informally. In particular, it should never be sent by email, as this form of communication is not secure.
Data must be encrypted before being transferred electronically. The IT manager can explain how to send data to authorised external contacts.
Personal data should never be transferred outside of the European Economic Area.
Employees should not save copies of personal data to their own computers. Always access and update the central copy of any data.
The law requires Oven Busters (inc Fix My Oven) to take reasonable steps to ensure data is kept accurate and up to date.
The more important it is that the personal data is accurate, the greater the effort Oven Busters (inc Fix My Oven) should put into ensuring its accuracy.
It is the responsibility of all employees who work with data to take reasonable steps to ensure it is kept as accurate and up to date as possible.
Data will be held in as few places as necessary. Staff should not create any unnecessary additional data sets.
Staff should take every opportunity to ensure data is updated. For instance, by confirming a customer’s details when they call.
Oven Busters (inc Fix My Oven) will make it easy for data subjects to update the information Oven Busters (inc Fix My Oven) holds about them. For instance, via the company website.
Data should be updated as inaccuracies are discovered. For instance, if a customer can no longer be reached on their stored telephone number, it should be removed from the database.
It is the marketing manager’s responsibility to ensure marketing databases are checked against industry suppression files every six months.
Subject access requests
All individuals who are the subject of personal data held by Oven Busters (inc Fix My Oven) are entitled to:
Ask what information the company holds about them and why.
Ask how to gain access to it.
Be informed how to keep it up to date.
Be informed how the company is meeting its data protection obligations.
If an individual contacts the company requesting this information, this is called a subject access request.
Subject access requests from individuals should be made by email, addressed to the data controller at [email address]. The data controller can supply a standard request form, although individuals do not have to use this.
Individuals will be charged £10 per subject access request. The data controller will aim to provide the relevant data within 14 days.
The data controller will always verify the identity of anyone making a subject access request before handing over any information.
Disclosing data for other reasons
In certain circumstances, the Data Protection Act allows personal data to be disclosed to law enforcement agencies without the consent of the data subject.
Under these circumstances, Oven Busters (inc Fix My Oven) will disclose requested data. However, the data controller will ensure the request is legitimate, seeking assistance from the board and from the company’s legal advisers where necessary.
Oven Busters (inc Fix My Oven) aims to ensure that individuals are aware that their data is being processed, and that they understand:
How the data is being used
How to exercise their rights
Domestic Oven Cleaning &
Electric Cooker Repairs
...Please read our t&c's before contacting us...
GL1. GL2. GL3. GL4. GL5. GL6. GL7. GL10. GL11. GL14. GL17. GL18. GL19. GL20. GL50. GL51. GL52. GL53. GL54.
Oven Busters including (Fix-My-Oven) – 18 Durham Close CHELTENHAM. GL51 3DF.
1.1 In these Terms of Business the following definitions apply:
“The Company”, “We” and “Us” – Oven Busters including (Fix-my-Oven).
“Cleaner”, “Cleaning Operative” “Repairer”– means the person or firm carrying out Cleaning & Repair services on behalf of the Company.
“Customer”, “ User” or “viewer” of the website – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning or repair services are supplied by the Company.
“Customer’s Address” – means the address where the Customer has requested the cleaning or repair service to be carried out.
“Service” – means the cleaning or repair services carried out on behalf of the company.
“Cleaning or Repair Visit” – means the visit to the Customer’s service address by the Cleaner or Repairer in order to carry out the Service.
1.2. Unless the context requires otherwise, reference to the singular includes the plural and references to the masculine include the feminine and vice versa.
1.3. The headings contained in these Terms & Conditions are for convenience only and do not affect their interpretation.
2.1 PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. BY ACCESSING THIS WEBSITE YOU AGREE TO BE BOUND BY THE TERMS AND CONDITIONS BELOW.
THESE TERMS AND CONDITIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE, FROM TIME TO TIME IN OUR SOLE DISCRETION. WE WILL NOTIFY YOU OF AMENDMENTS TO THESE TERMS AND CONDITIONS BY POSTING THEM TO THIS WEBSITE. IF YOU DO NOT AGREE WITH THESE TERMS AND CONDITIONS, PLEASE DO NOT ACCESS THIS WEBSITE.
2.1 The content of the pages of this website is for your general information and use only.
It is subject to change without notice.
2.3 Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
2.4 This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics.
Reproduction of any part of this website is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
2.5 All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
2.6 From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information.
3.1 These Terms & Conditions represent a contract between The Company and the Customer.
3.2 Both parties shall ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
3.3 The Customer agrees that any use of The Company’s services, including placing an order for services by telephone, fax, email, website forms shall constitute the Customer’s acceptance of these Terms & Conditions.
3.4 Unless otherwise agreed in writing by a director of the Company, these Terms & Conditions shall prevail over any other terms of business or purchase conditions put forward by the Customer.
3.5 No variation or alteration of these Terms & Conditions shall be valid unless approved in writing by a director of the Company.
4.1 The Company reserves the right to amend the initial quotation, should the Customer’s original requirements change or the company feels that the criteria for the quotation have been misrepresented.
4.2 The Company’s prices do not include VAT as the Company is NOT a VAT registered company.
5.1 The Company shall provide all cleaning supplies, cleaning equipment and repair materials and parts necessary to carry out the service.
5.2 The Customer must provide electricity and sufficient light at the premises where the service is to take place
6.1 The Customer shall provide easy access to the property for The Company operative to carry out the cleaning or repair service.
6.2 The Customer shall provide free parking for The Company operative to carry out the services of The Company
6.3 The Customer will pay any Parking charges or Parking Fines while The Company operative is at the customer’s premises.
7.1 Unless otherwise agreed in writing by letter to the Company the account is rendered for immediate payment on the completion of the work. The Customer must make payment either by cash, cheque, before the cleaner or repairer leaves the Customer’s premises.
7.1a Payment by BACS is accepted by prior arangement, before comencement of any works.
7.2 The Company may charge for payment by credit or debit card.
7.3 The Company reserves the right to charge interest on invoiced amounts unpaid for more than 30 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payment Act.
7.4 The Company reserves the right to charge £50.00 administrative fee, in addition to the balance due, for any account we must refer to collection. Please note that debt collecting companies may add their charges to the outstanding amount.
7.5 All bank charges incurred due to a Customer’s cheque being returned unpaid will be passed to the Customer at a flat rate of £35.00 per cheque.
7.6 The rate of payment by the Company shall be agreed between the Company and the Customer, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.
8.1 The Customer can cancel the scheduled service by giving no less than 24 hours prior notice.
8.2 There is a cancellation fee of £30.00 or 40% of the service total for cancelling or scheduling a cleaning or repair visit with less than 24 but more than 2 hours notice.
8.3 If the Customer needs to change a cleaning or repair day or time the Company will do its best to accommodate them. Any changes to the booked service are subject to a prior notice and availability.
8.4 On arrival at your property, if there is no answer at the door, our drivers will try to contact you by the contact telephone number you have provided us with. If there is still no answer our drivers will wait a maximum of 20 minutes outside your property for somebody to arrive. If nobody has appeared at the entrance to the property then our drivers will move on to their next job leaving a reminder note through your door where possible.
9.1 All services shall be deemed to have been carried out to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint within 24 hours of the work being completed. All complaints must be received in writing by post or email no later than 24 hours after the completion of the service. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Customer, or alternatively to a reasonable standard.
9.2 The Customer agrees to allow the Company back to re-clean or repair any disputed areas/items before making any attempts to clean or repair those areas/items themselves or arranging a third party to carry out cleaning or repair services with regard to the above. Failure to do so will void our Company Guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Customer we will immediately refer the account for collection. (See T&C No 7.4)
10.1 The Customer agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours of the completion of the service.
10.2 The Customer agrees to inspect the work immediately after its completion and to draw the operative’s attention to any outstanding cleaning or repair issues while they are still on site. The operatives will carry out any such additional work to the Customer’s complete satisfaction.
10.3 If the Customer or any third party instructed by the Customer is not present at the time of the service then no claims regarding any cleaning or repair issues can be made.
10.4 If the Customer instructs a third party to inspect the result from the cleaning or repair then the Company must be notified before completion of the service.
10.5 The Customer agrees and understands that claims within the allowed 24 hours does not cover services or areas not outlined in the accepted quote. Any claims made for services or areas not mentioned in an official accepted quote will be classed as not valid and as such deemed settled.
10.6 Any refunds or adjustments must be requested to the Company directly and subject to approval by the Company.
10.7 The Customer waives his right to stop payment on his cheque unless the Company fails to make good on the guarantee shown in (T&C Part No.13
10.8 While the Company operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned or repaired by the cleaning/repairer operative.
10.9 In case of damage, the Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value towards a replacement upon payment of the services rendered.
10.10 We reserve the right to refuse any job if the condition of the property is hazardous to the health and well being of our operative.
10.11 We reserve the right to refuse any job if the condition of the appliance to be cleaned or repaired is of such poor condition that it is uneconomical to repair or clean.
10.12 The Company shall not be responsible for damage due to faulty and/or improper installation of any item.
10.13 No claims shall be entertained if the Customer has an outstanding balance aged more than 30 days.
10.14 Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation as well as legal fees may be incurred.
11.1 The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:
11.1.1 Its failure to carry out its services as a result of factors beyond its control. Factors beyond its control include acts of god, floods, severe weather conditions, inability to gain access to premises, lack of appropriate resources, such as electricity and lighting.
11.1.2 Late arrival of Company operatives at the service address. The Company endeavours to be on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operatives may arrive with a delay and the cleaning/repair visit may have to be rescheduled.
11.2 CLEANING. Any existing damage to Clients property in the form of old stains, burns, scratches, dents and the like which cannot be cleaned/removed completely by the cleaning operative using the industry’s standard cleaning methods.
11.3 REPAIRS. Any existing damage to Clients property before any repair
11.4 The Company shall not be liable for any damages worth £50.00 or less.
11.5 The Company shall not be liable under any circumstances for any loss, expense, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer if the Customer has an outstanding balance aged 30 days or more from the date the payment was due.
12. Supplementary terms
12.1 The Company reserves the right to make any changes to any part of these Terms & Conditions without giving prior notice, The Company may add or alter these Terms & Conditions from time to time and any alterations will apply to new business but not existing contracts. Please refer to your copy of these Terms & Conditions.
13. Our Guarantee
13.1 The Company has built its business and reputation by providing it’s Customers with the best possible cleaning and repair services available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Customer is not satisfied with the Company’s
service for any reason, the Company’s operative will come back to the Customer’s premises and re-clean or repair the part or parts which were unsatisfactory.
13.2 We have a 90 day Parts and Labour guarantee on All our repairs.
14.1 The Company’s public liability insurance ONLY covers damages caused by a cleaning/repair operative to all items that the operative is NOT working on. All claims are subject to an excess of £60.00
14.2 The Company shall take resonable care of all the customers appliances being work on, which are not covered by the Company's puplic liability insurance.
15. Appliances Cleaned and Repaired.
15.1 The company can ONLY clean or repair DOMESTIC appliances.
15.2 The company cannot clean or repair any DOMESTIC appliance used in commercial premises..
15.3 The company cannot clean or repair any COMMERCIAL appliance.
16. Business to Business Services ONLY
16.1 All correspondence for business to business services are to be made in writing by letter ONLY to the Company at the Company address above with full details and cost of the services offered.
16.2 Any requests for advertising of any sort are to be made in writing by letter only to the Company at the Company address above with full details and cost of the services offered.
16.3 Only ONE letter will be accepted. More than ONE letter to the company may be charged a minimum of £100 per extra letter.
16.4 All contracts in respect for any business to business services (including advertising) will only be acepted by a signed contract order from the Company. All other agreements will be null and void.
16.5 Any business to business contact with the Company other than by written letter, “phone, text or email” may be charged a minimum of £100 for each contact.
17.1 These Terms are governed by the laws of England, Scotland, Northern Ireland and Wales.
PLEASE PRINT A COPY OF THESE TERMS AND CONDITIONS FOR YOUR OWN RECORDS