Delete your data

01How to ask

Contact us in whichever way suits you:

• Email hello@heliaxis.co.uk with the subject “Delete my data”
• Send us a WhatsApp message on the number you’ve been chatting with us on
• Call 01633 965205
• Write to Heliaxis Limited, 9 Turner Street, Newport, NP19 7AZ

Tell us your name and the email address or phone number you used with us (and your postcode, if you had a survey or installation), so we can find everything. If we can’t be sure the request is from you, we may ask you to confirm who you are before we delete anything.

02What we delete

Unless the law says we must keep it (see below), we delete:

• your enquiry and contact details
• our notes, tasks and the timeline we keep about you
• WhatsApp messages and emails stored in our systems, including the chat in our WhatsApp Business app
• photos and documents we hold for your project, and access to your customer portal
• any drafts or notes our team or our assistant prepared about you

We also stop all messages to you, including reminders and follow-ups. Messages already in your own WhatsApp or email stay on your device. You can delete those yourself.

03What we may have to keep

If we’ve done work for you, we have to keep some records for a set time, because the law or the schemes we belong to require it, or so that either of us can rely on them if there’s a dispute:

• Invoices and payment records, for 6 years from the end of the financial year they relate to, as HMRC and company law require
• Installation, certification and warranty records (for example MCS certificates, electrical certificates and grid (DNO) notifications), for as long as the warranty or scheme requires
• Your signed quote or contract and the record of you accepting it (the name you typed, your signature, the date and time and your IP address), for 6 years after our work for you ends, so either of us can show what was agreed
• Records we need to deal with a complaint or legal claim, until it’s resolved

Whether or not we’ve done work for you, we also keep a short record of your request (your name, the email address or phone number you gave us and the date we dealt with it), so we can show we handled it and don’t contact you again by mistake.

We keep only what those reasons need, use it only for them, and delete it when the time is up.

04How long it takes

We’ll confirm we’ve received your request and finish within one month, as UK data protection law requires. Most requests take a few days. We’ll tell you when it’s done and what, if anything, we’ve had to keep and why.

05Facebook, Instagram, WhatsApp and Meta

If you sent us an enquiry through a Facebook or Instagram lead form, or messaged us on WhatsApp, the steps above delete the copy we hold. Meta (Facebook, Instagram and WhatsApp) keeps its own copy under its own privacy policy. You can manage that in your Facebook, Instagram or WhatsApp settings.

However you contacted us, if your enquiry moved forward (a survey booked, a quote sent or a job won), we may have sent Meta your email address and phone number in scrambled (“hashed”) form to measure our adverts (see our privacy policy). We can’t take back what Meta has already received: Meta handles it under its own terms and privacy policy. Once we’ve deleted your record, nothing more about you is sent to Meta.

We don’t use Facebook Login and we don’t get access to your Facebook account.

06More about your data

Our privacy policy explains what we collect, why, who helps us process it and all your rights. If you’re unhappy with how we handle a request, you can complain to the Information Commissioner’s Office at ico.org.uk.