Privacy Policy

Last updated: 22 July 2026

Your Emergency Fixed is a trading style of Emergency Hero.

The website youremergencyfixed.co.uk (“our website”) is operated by Emergency Hero, a private limited company incorporated and registered in England and Wales, whose registered office is at:

The Lancastrian Office CentreSuite 5B Maclaren HouseTalbot RoadManchesterM32 0FP

In this Privacy Policy, references to “Your Emergency Fixed”, “Emergency Hero”, “we”, “us” or “our” refer to Emergency Hero trading as Your Emergency Fixed.

We respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and share your personal information when you:

• Visit or use our website;
• Contact us by telephone, email, online form or another communication method;
• Request a quotation or emergency callout;
• Book, purchase or receive one of our services;
• Communicate with an engineer, contractor or member of our team;
• Subscribe to marketing communications; or
• Otherwise interact with Your Emergency Fixed.

“Personal Data” or “Personal Information” means any information relating to an identifiable individual. It does not include information that has been anonymised so that an individual can no longer be identified.

Please read this Privacy Policy carefully so that you understand how and why we use your personal information.

This Privacy Policy should be read alongside any other privacy notices or fair-processing information we may provide when collecting personal information from you.

We keep this Privacy Policy under regular review and may update it from time to time. The latest version will always be published on our website.

Emergency Hero, trading as Your Emergency Fixed, is the data controller responsible for the personal information described in this Privacy Policy.

This means that Emergency Hero determines why and how your personal information is collected and used.

We may use other companies to process personal information on our behalf. These organisations may act as data processors and must only process personal information in accordance with our instructions, their contractual obligations and applicable data-protection laws.

If you have any questions about this Privacy Policy, our privacy practices or how we use your personal information, please contact:

Data Protection Contact: Aaron McwilliamEmail: help@emergencyhero.co.uk

Postal address:

The Lancastrian Office CentreSuite 5B Maclaren HouseTalbot RoadManchesterM32 0FP

Please inform us if any personal information we hold about you changes so that we can keep our records accurate and current.

You also have the right to make a complaint to the Information Commissioner’s Office, which is the UK supervisory authority for data-protection matters.

Our ICO registration number is ZB117319.

We would appreciate the opportunity to address your concerns before you contact the Information Commissioner’s Office, so please contact us in the first instance.

We may collect, use, store and share the following categories of personal information.

This may include your:

• Full name;
• Title;
• Username or account identifier, where applicable; and
• Other information required to confirm your identity.

This may include your:

• Home, service, billing or correspondence address;
• Email address; and
• Telephone number.

This may include:

• The address at which a service is required;
• Information about the property;
• Details of the fault, damage, emergency or repair required;
• Photographs or videos you provide;
• Access instructions;
• Appointment availability;
• Details of communications with our team or engineers;
• Job notes, reports and service history; and
• Information needed to arrange, manage or complete the requested service.

This may include:

• Payment details;
• Bank account information;
• Payment card information;
• Refund information; and
• Information required to prevent or investigate fraudulent transactions.

Payment information may be collected and processed on our behalf by a third-party payment provider. We may not directly store complete payment-card details.

This may include:

• Details of services you have requested or purchased;
• Payments made by or to you;
• Quotes, invoices and receipts;
• Discounts or promotional offers used;
• Refunds, disputes or chargebacks; and
• Details of completed, cancelled or unsuccessful bookings.

This may include:

• Your internet protocol address;
• Browser type and version;
• Device type;
• Operating system;
• Time-zone setting;
• Approximate location;
• Browser plug-in types and versions;
• Referral source;
• Device identifiers; and
• Other technical information about the equipment used to access our website.

This may include information about:

• How you use our website;
• Pages you visit;
• Links and buttons you select;
• The length and timing of your visit;
• Errors you encounter; and
• How you interact with our online services.

This may include:

• Emails, messages and correspondence;
• Telephone-call details and, where applicable, recordings;
• Enquiries, complaints and feedback;
• Reviews or testimonials; and
• Your communication preferences.

Where calls are recorded, we will provide appropriate notice where required.

This may include:

• Your preferences for receiving marketing communications;
• Your responses to promotions or campaigns;
• Your advertising preferences; and
• Information about how you interact with our marketing communications.

We may collect and use statistical, demographic or aggregated information for reporting, research and business-improvement purposes.

Aggregated information is not treated as personal information where it does not directly or indirectly identify you. If we combine aggregated information with other information in a way that could identify you, we will treat the combined information as personal information.

We do not ordinarily request or intentionally collect sensitive or “special category” personal information, such as information concerning your health, ethnicity, religious beliefs, political opinions, trade-union membership, sexual orientation or biometric information.

However, you may choose to tell us about a health condition, disability, vulnerability or accessibility requirement where it is relevant to arranging or safely delivering a service.

Where this happens, we will only use the information where necessary, proportionate and permitted by law. Access will be restricted to those who reasonably need the information to arrange or deliver the service.

We do not intentionally collect information about criminal convictions or offences unless this is necessary and permitted by law.

Our website and services are not intended for children under the age of 18.

We do not knowingly collect personal information directly from children. Services should be requested by an adult who is legally able to enter into an agreement with us.

If you believe that a child has provided personal information to us, please contact us so that we can investigate and take appropriate action.

We collect personal information through the following methods.

You may provide personal information when you:

• Complete an enquiry, quotation or booking form;
• Telephone, email or message us;
• Request an emergency callout;
• Purchase or receive a service;
• Create or use an online account;
• Make a payment;
• Submit photographs, videos or documents;
• Leave a review or provide feedback;
• Enter a promotion or survey;
• Subscribe to marketing communications; or
• Make a complaint or exercise a legal right.

When you use our website, we may automatically collect Technical Data and Usage Data through:

• Cookies;
• Pixels;
• Analytics tools;
• Server logs; and
• Similar technologies.

Further information is provided in the “Cookies” section below and in our separate Cookie Policy.

We may receive personal information from engineers, contractors or service partners involved in responding to your enquiry or delivering a service.

This may include appointment updates, job notes, photographs, service reports, completion information and information about any issues arising during the service.

We may receive personal information from:

• Payment providers;
• Analytics providers;
• Advertising platforms;
• Lead-generation or referral partners;
• Customer-service and call-handling providers;
• Fraud-prevention providers;
• Publicly available sources;
• Professional advisers; and
• Other organisations where the disclosure is lawful.

We will only use your personal information where we have a lawful basis for doing so.

The lawful bases we may rely upon include:

We may use your information where it is necessary to provide a quotation, arrange a booking, deliver a service, process payment or otherwise perform a contract with you.

This also includes taking steps at your request before entering into a contract.

We may use your information where necessary to comply with a legal, regulatory, accounting or tax obligation.

We may use your information where necessary for our legitimate business interests or those of another organisation, provided those interests do not override your rights and interests.

Our legitimate interests may include:

• Operating and improving our business;
• Managing customer enquiries and relationships;
• Protecting our website, customers and business;
• Preventing fraud;
• Recovering money owed to us;
• Understanding how our services are used;
• Improving customer service;
• Managing complaints and legal claims; and
• Promoting similar services to existing customers where permitted by law.

We may rely on your consent for certain activities, including:

• Sending some forms of electronic marketing;
• Using non-essential cookies;
• Publishing an identifiable review, testimonial or image; or
• Processing information where consent is otherwise required by law.

Where we rely on consent, you may withdraw it at any time. Withdrawing consent will not affect the lawfulness of processing carried out before consent was withdrawn.

In exceptional circumstances, we may use personal information where this is necessary to protect someone’s life or physical safety.

We may use your personal information for the following purposes.

We may use Identity Data, Contact Data, Service and Property Data and Communications Data to:

• Respond to your enquiry;
• Understand the problem or service required;
• Check service availability;
• Provide an estimate or quotation; and
• Take steps towards arranging a service.

Our lawful bases are generally performance of a contract and our legitimate interests in responding to potential customers.

We may use Identity Data, Contact Data, Service and Property Data, Communications Data and Transaction Data to:

• Arrange an appointment or emergency callout;
• Allocate an engineer or contractor;
• Share necessary job information with the engineer;
• Manage attendance and property access;
• Deliver, monitor and complete the service;
• Communicate updates;
• Manage rescheduling or cancellation; and
• Deal with any follow-up work.

Our lawful basis is generally performance of a contract.

We may use Identity Data, Contact Data, Financial Data and Transaction Data to:

• Take or verify payment;
• Issue invoices and receipts;
• Process refunds;
• Manage disputes or chargebacks;
• Recover unpaid amounts; and
• Maintain financial records.

Our lawful bases are performance of a contract, compliance with legal obligations and our legitimate interests in managing payments and recovering money owed to us.

We may use Identity Data, Contact Data, Service and Property Data, Transaction Data and Communications Data to:

• Provide customer support;
• Contact you about a booking or service;
• Manage complaints;
• Request feedback;
• Notify you of important changes;
• Maintain accurate records; and
• Respond to questions or legal-rights requests.

Our lawful bases are performance of a contract, compliance with legal obligations and our legitimate interests in managing customer relationships.

We may use information to:

• Identify an appropriate engineer;
• Provide the details required to attend a job;
• Monitor service quality;
• Investigate complaints;
• Confirm completion;
• Manage payments and records; and
• Protect customers, engineers and our business.

Our lawful bases are performance of a contract, compliance with legal obligations and our legitimate interests in operating and protecting our service.

We may use Identity Data, Contact Data, Technical Data and Usage Data to:

• Administer our website and systems;
• Diagnose technical problems;
• Maintain security;
• Prevent fraud or misuse;
• Protect our legal rights;
• Conduct testing and maintenance;
• Manage business continuity; and
• Comply with legal or regulatory requirements.

Our lawful bases are compliance with legal obligations and our legitimate interests in operating and protecting our business.

Subject to any cookie-consent requirements, we may use Technical Data, Usage Data, Communications Data and aggregated information to:

• Understand how people use our website;
• Measure website and campaign performance;
• Identify popular services;
• Improve our website and customer journey;
• Develop new services; and
• Monitor and improve service quality.

Our lawful bases may be consent or our legitimate interests, depending on the type of technology and information involved.

We may use Identity Data, Contact Data, Transaction Data, Usage Data and Marketing Data to:

• Send information about relevant services;
• Provide offers or promotions;
• Personalise marketing;
• Measure campaign effectiveness; and
• Understand which services may interest you.

Our lawful bases may be consent or our legitimate interests where permitted by law.

We may invite you to provide feedback about your experience.

We will not publish information that directly identifies you beyond the information you have agreed may be published. Where necessary, we will rely on your consent before publishing identifiable testimonials, photographs or other customer content.

We may use any relevant category of personal information to:

• Comply with the law;
• Respond to lawful requests from authorities;
• Establish, exercise or defend legal claims;
• Investigate fraud or criminal activity;
• Enforce our terms; and
• Protect the rights, property or safety of our customers, engineers, staff or others.

Where we need personal information to provide a quotation, make a booking, deliver a service, process payment or comply with the law, failure to provide that information may prevent us from providing the relevant service.

In these circumstances, we may need to decline or cancel a booking. We will explain this to you where appropriate.

We will normally only use your personal information for the purpose for which it was collected.

We may use it for another purpose where that purpose is compatible with the original purpose.

If we need to use your personal information for an unrelated purpose, we will notify you where required and explain the lawful basis that permits us to do so.

We may process personal information without your knowledge or consent where this is required or permitted by law.

We may share personal information with the following categories of recipient where necessary.

We may share the information needed to assess, arrange and complete your service with engineers, tradespeople, contractors and service partners.

This may include your name, contact details, service address, access information and details of the fault or work required.

Depending on the circumstances and their responsibilities, these recipients may act as our processor or as an independent data controller.

We may share information with banks, card-processing companies and payment providers to process payments, refunds and fraud checks.

We may use providers that support our:

• Website hosting;
• Customer relationship management;
• Telephone and call-handling systems;
• Email and communications;
• Booking and job-management systems;
• Data storage and backup;
• Analytics;
• Advertising;
• Accounting;
• Payment processing; and
• IT security.

We may share information with accountants, auditors, insurers, solicitors, consultants and other professional advisers where necessary.

We may disclose personal information to:

• HM Revenue & Customs;
• Courts;
• Regulators;
• Law-enforcement agencies;
• Emergency services;
• Local authorities;
• Fraud-prevention organisations; or
• Other public bodies where required or permitted by law.

We may disclose personal information in connection with a proposed or completed:

• Merger;
• Acquisition;
• Business sale;
• Restructuring;
• Investment; or
• Transfer of assets.

Any new owner or operator may continue to use your personal information as described in this Privacy Policy.

We require organisations processing personal information on our behalf to protect it, keep it confidential and use it only for the agreed purpose.

We do not sell your personal information.

Some of the service providers we use may store or process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure it remains protected in accordance with applicable data-protection law.

Depending on the destination and recipient, these protections may include:

• Transferring information to a country recognised as providing an adequate level of protection;
• Using approved contractual safeguards;
• Carrying out appropriate transfer-risk assessments; or
• Relying on another lawful transfer mechanism.

You may contact us for further information about the safeguards used for relevant international transfers.

You may receive marketing communications from us where:

• You have requested them;
• You have consented to receive them;
• You have purchased or enquired about similar services and the law permits us to contact you; or
• We otherwise have a lawful basis to send the communication.

You can ask us to stop sending marketing communications at any time by:

• Using the unsubscribe link in the communication;
• Replying to the message;
• Contacting us at help@emergencyhero.co.uk; or
• Updating your communication preferences, where that option is available.

Opting out of marketing will not prevent us from sending service-related messages, such as booking confirmations, appointment updates, invoices, safety information or responses to your enquiry.

We will obtain any consent required by law before sharing your personal information with another organisation for its own direct-marketing purposes.

Our website uses cookies and similar technologies.

Some cookies are strictly necessary for the website to operate and do not require consent.

Other cookies, including certain analytics, advertising and personalisation cookies, will only be used where you have provided the required consent.

Our cookie-consent tool allows you to accept, reject or manage non-essential cookies. You may also be able to control cookies through your browser settings.

Disabling certain cookies may affect how some parts of the website function.

Further information about the cookies we use, their purposes and how long they remain on your device is available in our Cookie Policy.

Our website may contain links to websites, plug-ins or services operated by other organisations.

Selecting one of these links may allow another organisation to collect or receive information about you.

We do not control these third-party services and are not responsible for their privacy practices. We recommend reading the privacy policy of every third-party website or service you use.

We have implemented appropriate technical and organisational measures designed to protect personal information against:

• Accidental or unlawful destruction;
• Loss;
• Alteration;
• Unauthorised disclosure;
• Unauthorised access; and
• Other unlawful processing.

Access to personal information is limited to staff, engineers, contractors and service providers who have a genuine business need to access it.

Those individuals and organisations are required to keep personal information confidential and process it securely.

We maintain procedures for identifying, managing and responding to suspected personal-data breaches. Where legally required, we will notify the Information Commissioner’s Office and affected individuals.

Although we take reasonable steps to protect personal information, no internet transmission or electronic-storage system can be guaranteed to be completely secure.

We will only retain personal information for as long as reasonably necessary for the purposes for which it was collected.

When deciding how long to keep information, we consider:

• The nature and sensitivity of the information;
• The purpose for which it is used;
• The length of our relationship with you;
• The risk of harm from unauthorised use or disclosure;
• Relevant limitation periods;
• Legal, tax, accounting and regulatory requirements; and
• Whether the purpose can be achieved using anonymised information.

Transactional, contractual, accounting and tax records will generally be retained for at least six years where required for legal, tax or accounting purposes.

Other information may be retained for a shorter or longer period depending on why it was collected and whether it is required to manage complaints, warranties, insurance matters, disputes or legal claims.

Where personal information is no longer required, we will securely delete or anonymise it.

We may retain anonymous or aggregated information indefinitely for research, statistical, reporting or business-improvement purposes.

Depending on the circumstances and the lawful basis on which we use your personal information, you may have the right to:

You may request confirmation that we process your personal information and ask for a copy of that information.

You may ask us to correct incomplete or inaccurate personal information.

You may ask us to delete personal information where there is no lawful reason for us to continue holding or using it.

This right does not apply in every circumstance, including where we need to retain information to comply with the law or establish, exercise or defend a legal claim.

You may object where we process personal information based on legitimate interests.

You have an absolute right to object to your personal information being used for direct marketing.

You may ask us to suspend or restrict the processing of your personal information in certain circumstances.

In certain circumstances, you may ask us to provide personal information you supplied to us in a structured, commonly used and machine-readable format, or to transfer it to another organisation.

Where we rely on your consent, you may withdraw it at any time.

Withdrawal will not affect the lawfulness of processing carried out before the consent was withdrawn.

You may complain to us about how we have handled your personal information.

You also have the right to complain to the Information Commissioner’s Office.

We do not ordinarily make decisions about you solely through automated processing where those decisions would produce legal or similarly significant effects.

If this changes, we will provide the information required by law, including details about the decision-making process and your relevant rights.

To exercise a data-protection right, please contact:

Email: help@emergencyhero.co.uk

Postal address:

The Lancastrian Office CentreSuite 5B Maclaren HouseTalbot RoadManchesterM32 0FP

You will not normally be required to pay a fee.

We may charge a reasonable fee or refuse to act where a request is manifestly unfounded or excessive, particularly where it is repetitive, to the extent permitted by law.

We may ask you to provide information needed to confirm your identity. This is a security measure intended to ensure personal information is not disclosed to someone who is not entitled to receive it.

We may also contact you to clarify your request.

We aim to respond without undue delay and normally within one calendar month. Where a request is complex or you have made several requests, we may be permitted to extend this period. If an extension applies, we will explain this to you.

We may update this Privacy Policy from time to time to reflect changes to:

• Our services;
• Our website;
• The ways in which we process personal information;
• The service providers we use; or
• Applicable laws and regulatory guidance.

The latest version will be published on youremergencyfixed.co.uk and will show the date on which it was last updated.

Where changes are significant, we may also notify you by email or through a notice on our website.

If any part of this Privacy Policy is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.

This Privacy Policy is governed by the laws of England and Wales.

For questions, concerns or requests relating to privacy and personal information, please contact:

Your Emergency FixedA trading style of Emergency Hero

The Lancastrian Office CentreSuite 5B Maclaren HouseTalbot RoadManchesterM32 0FP

Email: help@emergencyhero.co.ukWebsite: youremergencyfixed.co.ukICO registration number: ZB117319