Privacy Policy

1. Who is responsible for your data

RWC PLUMBING AND HEATING LIMITED (trading as Pipewise) is the data controller for personal data processed through rwcplumbheat.shop. You can contact us about privacy at support@rwcplumbheat.shop, by phone on +44 7702208107, or by post at 83 Bobbin Wynd Cambusbarron, FK7 9LZ, Scotland.

2. What we collect

• Account data — name and email address when you create an account or subscribe.
• Subscription and billing data — plan, billing status, currency (USD) and payment records. Card details are handled by our payment provider; we never receive or store full card numbers.
• Tool inputs — the problem descriptions, project details and any photos, sketches or dimensions you submit to generate a diagnosis, plan or visual.
• Generated outputs — the diagnoses, visuals, videos and Project Briefs produced for you.
• Support and enquiry data — messages you send via the contact and project-enquiry forms.
• Technical and usage data — IP address, device and browser type, pages viewed and interactions, collected through essential and analytics cookies.

3. Collection sources

Our collection sources are: (a) data you give us directly when you use the tool, create an account, subscribe or contact us; (b) data collected automatically by your browser and our hosting, security and analytics providers (such as IP address and usage data); and (c) data received from our payment provider (billing confirmations and subscription status) and, where relevant, our AI provider (generation status). We do not buy personal data or acquire it from data brokers.

4. Why we use it and our legal bases

• To provide the tool (generate diagnoses, visuals, videos and briefs) — performance of a contract.
• To manage subscriptions and take payment — performance of a contract and compliance with legal/accounting obligations.
• To provide support and respond to enquiries — legitimate interests and performance of a contract.
• To secure, maintain and improve the service — legitimate interests in running a safe, reliable product.
• Analytics and non-essential cookies — consent, which you can withdraw at any time.

5. Payment provider boundary

Payments are processed by our third-party payment provider using its own secure checkout. Pipewise does not receive, process or store your full card number, CVC or expiry. We receive only the information needed to manage your subscription (for example, plan, status and a masked reference).

6. AI inputs, outputs and your uploads

User input. The problem descriptions, project details, dimensions and any photos or sketches you submit (your user input) are processed only to generate your diagnosis, plans, visuals, videos and Project Brief.

AI provider. To produce these results your user input and uploaded files are sent to our third-party AI provider(s) for text, image and video generation, under contract and only for that purpose. Our AI provider processes the data on our behalf as a processor; it does not use it for its own purposes.

Generated outputs, storage and deletion. We do not use your user input, uploads or generated outputs to train foundation models, and we do not permit our AI provider to train its models on your data. Uploaded photos, sketches and dimensions are cached only for as long as needed to generate your results and are deleted after 30 days by default. Generated outputs remain available in your account until you delete them or close your account. You can ask us to delete your inputs or outputs sooner by emailing support@rwcplumbheat.shop.

7. Who we share it with

We share data only with processors who help us run the service, under contract and only as needed:

• Hosting and content delivery provider
• Payment provider (subscription billing)
• Email delivery provider (transactional and support email)
• Database and file storage provider
• AI processing providers (for diagnosis, image and video generation)
• Analytics provider (where you consent)

We do not sell your personal data. We may disclose data if required by law or to protect our legal rights.

8. International transfers

Some providers may process data outside the UK or EEA. Where they do, we rely on appropriate safeguards such as UK International Data Transfer Agreements, the EU Standard Contractual Clauses, or adequacy decisions.

9. How long we keep it

• Account and subscription records: for the life of your account and up to 7 years afterwards for tax and accounting.
• Tool inputs and uploads: cached for generation and deleted after 30 days by default.
• Support messages: up to 24 months after resolution.
• Analytics data: up to 26 months.

10. Security

We use encryption in transit, access controls, and reputable infrastructure providers. Secret keys and credentials are stored server-side only and never exposed in the browser. No system is perfectly secure, but we take reasonable measures to protect your data.

11. Your rights (UK GDPR and EU GDPR)

You have the right to access, rectify, erase, restrict or object to processing, to data portability, and to withdraw consent at any time. To exercise any right, email support@rwcplumbheat.shop. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk, or your local EU supervisory authority.

12. Your rights (California / CCPA)

If you are a California resident, you have the right to know what personal information we collect, to request deletion, to correct inaccurate information, and to not be discriminated against for exercising these rights. We do not sell or share your personal information as defined by the CCPA. To make a request, contact support@rwcplumbheat.shop.

13. Do Not Sell or Share

We do not sell or share personal information for cross-context behavioural advertising. There is nothing to opt out of, but you may still contact us with any preference.

14. Cookies

We use essential cookies to run the site and, with your consent, analytics cookies to understand usage. See our Cookie Policy for details and how to change your choices.

15. Automated decisions and children

Pipewise produces informational diagnoses and plans; it does not make legal or similarly significant automated decisions about you. The service is not for children: it may not be used by anyone under 13, and those aged 13–17 must have consent from a parent or guardian. Any hands-on work must be carried out by an adult who accepts responsibility for safety.

16. Changes and contact

We may update this policy and will change the "last updated" date above. For any privacy question or request, contact support@rwcplumbheat.shop.