Last updated: 06/10/2026
Arch Assist respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how your personal information is collected, used, stored and protected when you contact us, use our services or interact with the Arch Assist website.
1. Who We Are
Arch Assist is responsible for the personal information processed in connection with the services and website described in this Privacy Policy.
If you have any questions about how your information is handled, please contact:
Arch Assist
Email: hello@archassist.co.uk
2. Information We May Collect
Depending on how you contact us and the services you request, we may collect information such as:
- Your name
- Email address
- Telephone number
- Home or business address
- Information about the service you require
- Booking and appointment details
- Information needed to provide a service safely
- Payment and transaction information
- Communications between you and Arch Assist
- Information you choose to provide when making an enquiry or complaint
We aim to collect only information that is reasonably necessary for providing our services and managing the business.
3. How We Collect Your Information
We may collect information when you:
- Contact us by email, telephone or message
- Make an enquiry
- Request a quote
- Book a service
- Provide information in person
- Make a payment
- Contact us about an existing booking
- Submit information through our website
- Contact us with a complaint or other enquiry
We may also receive limited information from third parties where this is necessary to provide a service or process a payment.
4. How We Use Your Information
We may use your personal information to:
- Respond to enquiries
- Provide quotes and estimates
- Arrange and manage bookings
- Provide the services you have requested
- Contact you about your booking
- Process and record payments
- Manage deposits, cancellations and rescheduling
- Communicate about changes to appointments
- Provide customer support
- Deal with complaints
- Keep appropriate business and financial records
- Meet our legal and regulatory obligations
- Protect our business and customers against fraud or misuse
- Improve our services and customer experience
We will not use your personal information for purposes that are incompatible with those described in this Privacy Policy unless we have a lawful basis to do so.
5. Lawful Basis for Processing
Under UK data protection law, we need a lawful basis for using your personal information.
Depending on the circumstances, we may rely on:
Contract
We may need to use your information to provide a service you have requested, manage your booking or take steps at your request before entering into a contract.
Legal Obligation
We may need to process information to comply with legal or regulatory requirements, including accounting and tax obligations.
Legitimate Interests
We may use information where this is reasonably necessary for the operation and management of the business, provided that our interests do not override your rights and interests.
Consent
Where required, we may ask for your consent before using your information for a particular purpose.
Where we rely on consent, you can withdraw it at any time.
6. Information About Other People
If you provide us with information about another person, for example a family member or another individual who will receive or be involved in a service, you should ensure that you are entitled to provide that information to us.
Where appropriate, we may ask for information directly from the individual concerned.
7. Sensitive Information
Please do not provide sensitive personal information unless it is genuinely necessary for the service.
Some services or circumstances may involve information that is considered more sensitive under data protection law. Where this happens, we will only use such information where there is an appropriate lawful basis for doing so.
For example, if you tell us about a medical emergency when requesting an exception to our cancellation policy, we will only request or retain information that is reasonably necessary to consider the circumstances.
8. Payment Information
Payments may be made by bank transfer or by card where a card payment facility is available.
We may keep records of payments, including the amount paid, date of payment and information necessary to identify the transaction.
We will not ask you to provide payment card details to us by email or message.
Where a third-party payment provider is used, that provider may process your personal information in accordance with its own privacy policy.
9. Sharing Your Information
We do not sell or rent your personal information.
We may share information where reasonably necessary with:
- Service providers who help us operate the business
- Payment providers where applicable
- Professional advisers, such as accountants or insurers
- Authorities or organisations where we are legally required to provide information
- Third parties where this is necessary to provide a service you have requested and you have been informed where appropriate
We will only share information that is reasonably necessary for the relevant purpose.
10. Confidentiality
We understand that some of the services provided by Arch Assist may involve access to personal, household or business information.
We will treat information obtained through providing our services as confidential and will not disclose it unnecessarily.
This does not prevent us from sharing information where required by law, necessary to protect someone from serious harm, or necessary to protect our legal rights.
11. How We Protect Your Information
We take reasonable steps to protect personal information against:
- Unauthorised access
- Accidental loss
- Misuse
- Unauthorised disclosure
- Unauthorised alteration or destruction
However, no method of storing or transmitting information can be guaranteed to be completely secure.
12. How Long We Keep Your Information
We will keep personal information only for as long as reasonably necessary for the purposes for which it was collected.
Some information may need to be retained for longer to meet legal, accounting, tax, insurance or other regulatory requirements.
When information is no longer required, we will take reasonable steps to securely delete or dispose of it.
13. Your Data Protection Rights
Under UK data protection law, you may have the right to:
- Ask for access to the personal information we hold about you
- Ask us to correct inaccurate or incomplete information
- Ask us to delete your personal information in certain circumstances
- Ask us to restrict how we use your information in certain circumstances
- Object to certain uses of your information
- Ask for your information to be transferred to another organisation in certain circumstances
- Withdraw consent where we rely on consent to process your information
These rights are subject to certain legal conditions and exemptions.
14. Making a Data Protection Request
If you would like to exercise any of your data protection rights, please contact:
Arch Assist
Email: hello@archassist.co.uk
We may need to verify your identity before responding to certain requests.
We aim to respond to valid requests within the timescale required by applicable data protection law.
15. Cookies and Website Information
Our website may use cookies or similar technologies that are necessary for the website to function correctly.
We may also use cookies or similar technologies for purposes such as understanding how visitors use our website or improving the website experience.
Where consent is legally required for a particular cookie or technology, we will seek your consent before using it.
You can also manage or disable cookies through your web browser settings. Please note that disabling certain cookies may affect how the website functions.
16. Links to Other Websites
Our website may contain links to other websites.
We are not responsible for the privacy practices, security or content of external websites.
You should review the privacy policy of any external website you visit.
17. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, the way we use personal information or changes in applicable law.
The latest version will be made available on our website.
18. Contact Us
If you have any questions about this Privacy Policy or how your personal information is handled, please contact:
Arch Assist
Email: hello@archassist.co.uk
19. Complaints
If you are unhappy with the way your personal information has been handled, please contact us first so that we have an opportunity to address your concerns.
You also have the right to complain to the Information Commissioner’s Office (ICO), which is the UK’s independent regulator for data protection.