Legal
Privacy Notice
Document reference EX-PN-001
1. Who we are
Exuro Pest Management Ltd is the data controller for the information described in this notice. We are registered in England and Wales, company number 17397789, with our registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. We are registered with the Information Commissioner's Office.
Our data protection lead is Elisheba Gardner. If you have any question about your information, or you want to exercise any of the rights below, email privacy@exuro.co.uk.
2. What we collect and why
We only collect what we need to find and treat bed bugs in your home, to prove the work was done properly, and to meet our legal duties.
| What we collect | Why we need it | Our lawful basis |
|---|---|---|
| What we collectYour name, address, phone number and email | Why we need itTo arrange and carry out your treatment and keep in touch about it | Our lawful basisPerforming our contract with you |
| What we collectDetails about your property, such as room count, floor level and access | Why we need itTo quote accurately and plan the treatment safely | Our lawful basisPerforming our contract with you |
| What we collectPhotographs and video of your property and of bed bug activity | Why we need itTo confirm preparation, record the condition of your property before we start, and assess any later claim | Our lawful basisLegitimate interests: proving what we did and defending claims |
| What we collectTemperature and carbon monoxide readings from your treatment | Why we need itTo prove the treatment reached the temperature needed, and to issue your certificates | Our lawful basisPerforming our contract, and our legal duties |
| What we collectNotes about adjustments you need, for example extra time or a phone call rather than written instructions | Why we need itSo we deliver the service in a way that works for you | Our lawful basisPerforming our contract with you |
| What we collectPayment information | Why we need itTo take payment. Card details are handled by Stripe and are never stored by us | Our lawful basisPerforming our contract with you |
| What we collectYour landlord’s contact details, only if you ask us to contact them | Why we need itTo write to your landlord on your behalf | Our lawful basisYour consent |
| What we collectMessages you send us, including WhatsApp messages and photographs | Why we need itTo answer you and keep a record of what was agreed | Our lawful basisPerforming our contract with you |
| What we collectRecordings and transcripts of phone calls to and from us, with the date, time and length of the call and the number it was made from | Why we need itTo answer you, keep an accurate record of what was said and agreed, deal with any complaint or dispute, and check that our team gives correct information | Our lawful basisLegitimate interests: an accurate record of what we told you and what you told us |
| What we collectShort summaries of those calls produced by AI, listing the topics discussed and any follow up actions | Why we need itTo follow up accurately, so that you do not have to repeat yourself | Our lawful basisLegitimate interests: following up accurately |
| What we collectText messages we send you and your replies, including a text if we miss your call | Why we need itTo reply to your call or enquiry and to arrange your booking | Our lawful basisPerforming our contract with you, or taking steps you ask for before one |
| What we collectPhone numbers and, where given, email addresses collected through our referral scheme | Why we need itTo send the referral code and verify the claim | Our lawful basisPerforming our contract, and your consent for any marketing |
2.1 Notes about how to work with you
If you tell us something about your circumstances so that we can adapt how we work with you, we record only what we need to do that, such as “phone call preferred” or “extra time needed”.
2.2 Phone calls and text messages
We record calls to and from our phone line. You are told at the start of the call that it is being recorded.
We record calls so that there is an accurate record of what was said and agreed, to deal with any complaint or dispute, and to check that our team gives correct information. Only Exuro’s directors can listen to recordings.
Everything said on the call is recorded, including anything you choose to tell us. If you start to read out card details we will stop you and send a secure payment link instead.
If you would rather not be recorded, tell us at the start and we will carry on by WhatsApp or text message instead.
We use AI services, provided through our phone supplier, to turn recordings into written transcripts and short summaries of what was discussed and what needs to happen next. Our team makes every decision about your job. A person checks a summary before we rely on it for anything that affects you.
If we miss your call we may send you a text message to say so and that we will call you back. This is part of dealing with your enquiry and is not marketing. If you would rather we did not text you, tell us and we will not.
Recordings, transcripts, summaries and text messages are kept for 12 months and then deleted. If a call relates to a complaint, a claim or an incident, we keep it with your job record instead (see section 4).
3. Who we share it with
We share your information with:
- Google Workspace, where your job record and photographs are stored, and which we use for email and our booking calendar.
- Stripe, which processes payments.
- Aircall, which handles our phone line and text messages, records our calls, and provides the transcripts and summaries described in section 2.2.
- Vercel, which hosts our website and holds the record behind each certificate (certificate number, dates, the first part of the postcode and warranty status, never your name, phone number or full address).
- Meta, whose WhatsApp service we use to message you and receive your photographs and videos.
- Our insurer and broker, if there is ever a claim involving your job.
- Your landlord, only if you have asked us to contact them.
- Regulators or authorities, where the law requires it.
Where we work with an entomologist on treatment protocols, we share treatment data only, never anything that identifies you or your address.
Some of these suppliers process information outside the UK, including in the European Economic Area and the United States. We only use suppliers whose terms include the safeguards UK law requires for that, such as the UK’s adequacy regulations or approved UK transfer clauses.
4. How long we keep it
| Information | How long | Why |
|---|---|---|
| InformationYour job record, including treatment data, photographs and signed forms | How long6 years from your treatment | WhyMatches the time limit for bringing a contract or property damage claim under the Limitation Act 1980 |
| InformationInvoices and payment records | How long6 years | WhyHMRC requirement |
| InformationCall recordings, transcripts, summaries, text messages and WhatsApp conversations (photographs and video go into your job record) | How long12 months from the call or message | WhyLong enough to deal with a query, complaint or dispute about what was said. If a call relates to a complaint, claim or incident it is kept with your job record for 6 years |
| InformationPhotographs and video used for marketing | How longDeleted when you withdraw consent | WhyHeld on your consent only |
| InformationMarketing contact details | How longUntil you unsubscribe or ask us to stop | WhyHeld on your consent only |
| InformationReferral scheme records | How long6 years | WhyTo administer the scheme and evidence payments made |
5. Your rights
You can ask us to:
- Give you a copy of the information we hold about you.
- Correct anything that is wrong.
- Delete information we no longer need.
- Stop using your information for marketing, at any time.
- Restrict how we use it, or object to us using it.
- Give you your information in a portable format.
We will respond within one month. There is no charge.
This includes recordings and transcripts of your calls. If a recording also contains someone else, we may need to remove or hide their part before we give it to you.
5.1 When we cannot delete everything
If you ask us to delete your information, we will delete everything we are not required to keep. Two things we will normally keep, because the law allows us to:
- Your invoices and payment records, because HMRC requires us to keep them for six years.
- Your job record, including treatment data and photographs, because we may need it to defend a claim about the work. This is allowed under Article 17(3) of the UK GDPR.
We will always tell you exactly what we have kept and why. Your marketing preferences are separate and are acted on straight away.
6. Marketing
We only send you marketing if you have asked us to, by ticking a box that was not already ticked. Saying no does not affect your treatment, your price or your warranty in any way.
You can stop it at any time by clicking unsubscribe, replying STOP, or emailing privacy@exuro.co.uk. We act on it immediately.
Messages about your own booking, such as appointment confirmations and your referral code, are not marketing and are sent as part of the service.
7. Our referral scheme
If someone sends you an Exuro referral code, you enter your own phone number and we send you a verification code. We do this so that nobody can enter your number on your behalf.
- We ask only for your phone number. Your name is not required.
- You can add your email address if you want your code saved somewhere you will not lose it. This is optional.
- Marketing is a separate tick box and is never a condition of getting your code.
8. Keeping it safe
- Your records are held in Google Workspace with access limited to the people who need it.
- Call recordings, transcripts and summaries can be opened only by Exuro’s directors, using their own accounts with two step verification.
- Recordings stay within Exuro and are shared only with you, with our insurer or broker where there is a claim, or where the law requires it.
- Our phones are locked, can be wiped remotely, and photographs are moved into your job record and deleted from the phone the same day.
- Keys we hold are tagged with a number only, never your name or address.
- If something goes wrong with your information, we will tell you where we are required to, and report it to the Information Commissioner within 72 hours where the law requires.
9. Cookies and the website
Our website uses cookies that are strictly necessary to make it work, such as remembering what is in your booking before you pay. These do not need your consent.
Where we use any cookie for analytics or marketing, it is switched off until you consent to it through the cookie banner, and you can withdraw that consent at any time.
Anyone with your certificate, or its link or number, can check on exuro.co.uk/verify that it is genuine and whether the warranty is active. This is how a landlord, buyer or new tenant can rely on it. The page shows only the information listed above.
10. Complaining
If you are unhappy with how we have handled your information, tell us first at privacy@exuro.co.uk and we will try to put it right.
You can also complain to the Information Commissioner’s Office at ico.org.uk, or by calling 0303 123 1113. You do not have to come to us first.
11. Changes to this notice
If we change this notice we will publish the new version on our website and update the date below. If the change is significant we will tell you directly.