Privacy Policy

Who we are

Prana Property Care looks after the information on this page. In the language of the law we are the data controller, which simply means we are the ones responsible for it. If you want to talk to us about any of this, email [email protected] or ring 07733 070 080.

What we collect

Only what you tell us. If you email, ring, message us on WhatsApp or fill in the form, we end up with your name, a way of contacting you, roughly where your home is and a description of what needs doing. Often a photo or two as well.

We use it to reply to you, work out a price, do the job, and keep a record of what we did so the guarantee means something. That is the whole of it.

One route worth naming, since we invite you to use it. A message on WhatsApp travels through WhatsApp, so Meta handles getting it to us exactly as it would any other message you send. We cannot change that and would rather say so than let you assume otherwise. Email and the form reach us just as quickly if you would prefer.

In the language of data protection, our reason for holding any of it is that we need it to do the thing you have asked us to do, or to work out whether we can before agreeing. Where we are obliged to keep records, tax being the obvious one, that is the law rather than our preference.

The form on the contact page

It is delivered straight to our inbox by a service called Web3Forms. They pass the message along and nothing else. The site itself sets no cookies, runs no analytics and carries no advertising trackers, so there is no banner to click away.

When we send you a quote

Your quote arrives as a link to a page on our own site rather than an attachment, because attachments render badly on phones and get lost. That page holds your name, how to reach you, where the work is, what we would do and what it costs. We keep it because we need it to do the job, and because the taxman requires us to keep records of what we quoted and billed.

The link is long, random and listed nowhere. It is not in any menu, search engines are told to ignore it, and it cannot be guessed. Only somebody who has the link can open it, which in practice means you and anybody you choose to forward it to.

Two companies help us with this and neither does anything else with it. Cloudflare hosts the page and stores the record. Resend delivers the email. When you reply, your message comes straight back to our own inbox at Apple, exactly as it always has.

When you pay us

The direction of travel matters here, so we will say it plainly. We give you our bank details. We never ask for yours. Ours are printed on the invoice. If anyone ever contacts you saying our account has changed, it is not us, and a call to the number you already have will settle it in ten seconds.

Paying an invoice. By bank transfer, the money moves from your bank to ours and all we receive is your name and the reference. Nothing of yours passes through this website. If you would rather pay by card, we send a secure link to our Revolut business account, and your card number goes to them and never to us. The safest way to hold a card number is not to have one. Cash involves no third party at all, though it still gets a receipt and goes in the books like everything else.

Care plans. The monthly Direct Debit is set up and collected by GoCardless. You type your bank details into their page rather than ours, so we never see the account number and never store it. What reaches us is your name, the fact that a mandate exists, and whether each payment succeeded or failed. That is all we need, all we want, and all we get.

The Direct Debit Guarantee covers the care plan Direct Debit, and only that. It is not card protection and it has nothing to do with paying an invoice. What it means is that you must be told the amount and the date before every collection, and that if a payment is ever taken in error your bank must refund it immediately.

Neither Revolut nor GoCardless does anything else with your details, and neither of them is allowed to.

Where your information actually sits

Most of it sits with us, in the UK. Some necessarily passes through companies that are American or that store data outside the UK: Cloudflare hosts this site and your quote page, Resend delivers our email, and Web3Forms passes on the contact form. Where that happens, the transfer relies on the safeguards those companies have in place for UK and European data. That is the standard arrangement rather than anything we have negotiated specially, and we would rather tell you than leave it unsaid.

GoCardless and Revolut are both UK companies, regulated here.

We have kept that list deliberately short, because every extra company is one more place your details live. It is the same reason there are no analytics on this site, no advertising, and no typefaces borrowed from anybody.

Yes, we can see when you opened it

We would rather say this plainly than leave you to work it out. Because your quote is a page on our website, we can see that it was opened and roughly when. Not what you did with it, not where you were sitting, and nothing that follows you anywhere else.

We use it for exactly one thing: knowing whether to chase you. A quote that was never opened usually means the email went astray and we should ring. One that has been read a few times means you are thinking about it, and we can leave you in peace. It is the difference between a well-timed phone call and a nuisance.

The internet address your browser arrives from is scrambled the moment it reaches us, into something we could not turn back into an address if we wanted to. We keep it only to tell one reader from another, never to work out where anybody is.

If you would rather we did not, say so and we will send your quote as a plain PDF instead. No awkwardness, and it will not change the price.

Nobody is watching you here

Even our typefaces are served from our own site rather than borrowed from Google, so reading this page tells no other company anything about you. Apart from sending the form, nothing on this website talks to anyone else on your behalf.

The quote page above is the single exception, and it is only ever us counting, never a third party. There are no analytics, no advertising pixels and no cookies anywhere on this site, which is why you have never had to click a banner away.

How long we keep it

Correspondence, quotes and job records, including everything held in the quoting system described above, stay with us while they are useful for the guarantee and for the tax records we are obliged to keep, which is usually six years. Then we delete them. Photos of your home are used for quoting and doing the work, and never appear anywhere public unless we have asked you and you have said yes.

What we will never do

We will not sell your details, rent them out or hand them to anyone for marketing. We do not send marketing emails at all. If you hear from us it is about your enquiry, your job or your care plan, and nothing else.

Our trusted specialists

Some jobs need a registered electrician, a Gas Safe engineer or a tree surgeon. Where that happens we pass on only what they need to turn up and do the work properly, and we will have told you first.

Once we have introduced you, they are yours. Take their number, ring them directly, use them again next year for something that has nothing to do with us. We are not precious about it and we have no interest in sitting in the middle of a relationship that works. We are all grown-ups, and a good tradesman you can call yourself is worth more to you than a commission is to us.

Your rights

You can ask what we hold about you, ask us to correct it, ask us to delete it, or object to how we are using it. Email us and we will sort it out within a month, usually a good deal sooner. If we get it wrong and you are not happy with our answer, you can take it up with the Information Commissioner's Office at ico.org.uk.

This policy was last updated in 2026, and the current version always lives on this page.