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Privacy Policy

Privacy Policy

Zapline Ltd

Last updated: 25/02/2026

1. Introduction

Zapline (“we”, “us”, “our”) is committed to protecting and respecting your privacy.

This Privacy Policy explains how we collect, use, store and share personal data when you use:

  • Our website

  • Our web chat and AI triage assistant

  • Our SMS and WhatsApp messaging services

  • Our emergency trades dispatch service

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Who We Are

Zapline is a technology platform that connects users experiencing home emergencies (e.g. plumbing, electrical, locksmith issues) with vetted local tradespeople.

For the purposes of data protection law, Zapline is the Data Controller for personal data collected through our platform.

3. The Information We Collect

We may collect and process the following categories of personal data:

3.1 Information You Provide Directly

  • Full name

  • Property address

  • Postcode

  • Contact number

  • Email address

  • Description of your emergency

  • Photos or videos you choose to upload

  • Chat or message content

3.2 Information Collected Automatically

  • IP address

  • Device type and browser type

  • Usage data (interaction with our website or chat system)

  • Time and date of access

3.3 Information From Tradespeople

If you are a registered tradesperson, we may collect:

  • Business name

  • Personal contact details

  • Trade qualifications

  • Insurance details

  • Location coverage

  • Job performance data

4. How We Use Your Information

We use your data to:

  • Triage your emergency using AI systems

  • Match you with suitable tradespeople

  • Share relevant job details with selected trades

  • Send updates about your request

  • Process payments (if applicable)

  • Improve our service

  • Prevent fraud and misuse

  • Comply with legal obligations

We only collect information that is necessary to deliver our services safely and effectively.

5. AI & Automated Decision-Making

Zapline uses artificial intelligence to:

  • Analyse emergency descriptions

  • Classify urgency

  • Recommend appropriate trade types

  • Structure job information

This processing is automated but does not make legally binding decisions about you without human oversight.

You may request human review of automated decisions by contacting us.

6. Use of n8n (Workflow Automation)

Zapline uses n8n, a workflow automation platform, to securely process and route data between systems.

n8n is used to:

  • Process chat submissions

  • Structure job data

  • Trigger notifications (SMS, email, WhatsApp)

  • Dispatch job details to relevant trades

  • Log and track workflow events

  • Integrate with third-party services

n8n acts as a data processor on our behalf and only processes data under our instruction.

Where n8n is hosted in a cloud environment, appropriate safeguards are in place to protect personal data in accordance with UK GDPR requirements.

7. Sharing Your Information

We may share your data with:

7.1 Tradespeople

We share relevant job details (such as name, address, issue description, contact details) with vetted tradespeople so they can respond to your emergency.

Tradespeople act as independent data controllers once they receive your information.

7.2 Service Providers

We may share data with trusted providers including:

  • Hosting providers

  • Messaging providers (SMS/WhatsApp platforms)

  • Payment processors

  • Workflow automation providers (including n8n)

  • Analytics providers

All providers are required to process data securely and in compliance with applicable law.

7.3 Legal Requirements

We may disclose data if required to do so by law or to protect our legal rights.

8. Lawful Basis for Processing

We rely on the following lawful bases:

  • Contractual necessity – to provide emergency dispatch services

  • Legitimate interests – to improve and secure our service

  • Consent – where required for marketing communications

  • Legal obligation – where required by law

9. Data Retention

We retain personal data only for as long as necessary to:

  • Deliver services

  • Maintain records for dispute resolution

  • Comply with legal obligations

Chat transcripts and job records may be retained for operational, safety and legal purposes.

10. International Transfers

If any of our service providers (including n8n hosting or messaging providers) process data outside the UK, we ensure appropriate safeguards are in place, such as:

  • UK-approved Standard Contractual Clauses

  • Adequacy decisions

11. Data Security

We implement appropriate technical and organisational measures to protect personal data, including:

  • Encrypted data transmission (HTTPS)

  • Access controls

  • Secure cloud infrastructure

  • Workflow-level access restrictions

  • Audit logging

While we take reasonable steps to protect your data, no system is entirely secure.

12. Your Rights

Under UK GDPR, you have the right to:

  • Access your personal data

  • Correct inaccurate data

  • Request deletion (“right to be forgotten”)

  • Restrict processing

  • Object to processing

  • Data portability

  • Withdraw consent (where applicable)

To exercise your rights, contact us at [Insert Email].

You also have the right to complain to the Information Commissioner’s Office (ICO):

https://ico.org.uk

13. Marketing Communications

We will only send marketing communications if you have opted in.

You can unsubscribe at any time.

14. Cookies

We may use cookies to:

  • Improve user experience

  • Analyse website usage

  • Maintain session integrity

You can control cookies via your browser settings.

15. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date.

16. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact:

Zapline Ltd