Last updated: 25 September 2026 

​

Plumb Parts Xpress uses personal information to operate accounts, orders and deliveries; provide  support; keep the service secure; maintain its CRM; and, where permitted, send marketing and measure  advertising. Marketing choices can be changed at any time. Non-essential advertising pixels should not  operate until the required consent has been given. 

​

This Privacy Policy explains how PlumbParts Xpress Ltd collects and uses personal information when  people visit our website, use our mobile application or marketplace, place or deliver orders, apply to  become a Merchant or delivery partner, contact us, receive marketing, interact with our social-media  pages or advertisements, or otherwise use our services. This Policy is information, not a request for  blanket consent. Where consent is required, for example for certain marketing or advertising  technologies, we ask separately. 

​

1. Who we are 

PlumbParts Xpress Ltd (“PPX”, “we”, “us” or “our”) is the controller of the personal information  described in this Policy, except where another organisation is identified as a separate or joint controller.  We are registered in England and Wales under company number 15330376. 

​

Registered office and trading address: Prosper House, 18 Craig Hopson Avenue, Castleford, England,  WF10 5US. Privacy contact: chat@plumbpartsxpress.com | Telephone: 0114 551 3090 | Website:  www.plumbpartsxpress.com. 

​

Merchants are normally separate controllers for information they use to sell goods, meet product and  consumer-law duties, manage returns and run their own businesses. Delivery partners may be separate  controllers for their independent legal and business obligations. Each party is responsible for its own  processing. 

​

2. Who this Policy covers 

 customers, account holders, website visitors and app users; 

 people who receive or interact with our email, SMS, push, social-media or paid-advertising  communications; 

 Merchant owners, staff and prospective Merchants; 

 delivery partners, drivers and applicants; and 

 supplier, adviser and other business contacts. 

​

The Platform is intended for adults. We do not knowingly provide accounts or direct marketing to  children under 18. If we learn that we collected a child’s information inappropriately, we will take reasonable steps to delete it. 

​

3. Personal information we collect 

​

Identity, contact and account information 

Name, username or account identifier, email address, telephone number, billing and delivery addresses,  company or trade information, job role, login and security information, communication preferences and account history.

 

Order, product and payment information 

Products viewed or ordered, Merchant details, basket and Order history, discounts, invoices, delivery  selection, returns, refunds, complaints and payment status or tokenised payment references. Payment  providers process full card details; PPX does not intend to store full payment-card numbers or card  security codes. 

​

Delivery and location information 

Delivery and collection addresses, map pins, precise location where enabled for delivery, access and site safety instructions, live tracking events, driver and Merchant handover records, contact attempts,  photographs, signatures, one-time codes, timestamps and other proof-of-delivery information. 

​

CRM, support and relationship information 

Messages, emails, call notes, social-media conversations, enquiries, survey responses, complaints,  support history, Merchant or driver onboarding records, marketing preferences, lead source,  relationship stage and relevant account notes stored in our internal PPX customer relationship  management system. We also use Mailchimp for email-list management and campaign delivery. 

​

Device, app, website and advertising information 

IP address, device and advertising identifiers, push-notification token, browser, operating system,  language, approximate location, referral URL, pages or screens viewed, searches, clicks, app events,  session information, crash and diagnostic data, ad impressions, campaign source and conversion or  attribution events. 

​

Cookies, pixels and similar technologies 

Cookie identifiers and events collected through essential technologies and, after the required consent,  analytics or advertising tools associated with Google, YouTube, Meta (including Facebook and  Instagram), TikTok and LinkedIn. The exact technologies, purposes, providers and lifetimes are  maintained in the live cookie-preference centre and Cookie Policy. 

​

Merchant, driver and business verification information 

Business identity and contact details, branch locations, product or inventory information, contractual  records and, where relevant to a delivery-partner relationship, identity, eligibility, licence, vehicle,  insurance, bank-payment and tax information. We collect only what is reasonably necessary for the  relevant relationship and legal obligations. 

​

Fraud, safety and legal information 

Fraud or security signals, failed login and payment events, disputed transactions, device or account  links, safety incidents, insurance or legal claims, correspondence with authorities and records needed to  establish, exercise or defend legal rights. We do not intentionally collect special-category information through ordinary Platform use. 

​

4. How we collect personal information 

We collect information directly from you; automatically from devices, apps, cookies, pixels, SDKs, logs  and security tools; from Merchants, drivers and delivery partners involved in an Order; from payment,  identity, fraud-prevention, mapping, hosting, communications and customer-support providers; from  Mailchimp; from Google, YouTube, Meta, TikTok and LinkedIn when you interact with our pages, ads or  lead forms; and from public business sources, professional directories or referrals where lawful and  relevant.

 

5. How and why we use personal information 

​

Accounts, Orders, payments and delivery - contract 

We create and administer accounts, take and confirm Orders, identify the Merchant, authorise  payments, arrange collection and delivery, provide tracking, communicate service updates, handle  cancellations and support returns or refunds. This is necessary to take steps at your request and perform our contracts. 

​

Order fulfilment and sharing with partners - contract and legitimate interests 

To fulfil an Order and provide the services you request, we may share the minimum relevant personal  information with the Merchant, drivers and delivery partners, payment providers, mapping and routing providers, communications providers, customer-support providers and other operational partners  involved in fulfilment. This can include your name, contact details, delivery or collection address,  location or access instructions, Order contents, delivery status, proof-of-delivery information and return  or refund information. Partners may use that information only for the purposes for which it is supplied,  subject to their legal role and applicable contracts or data-protection obligations. 

​

Customer service and our CRM - contract and legitimate interests 

We answer enquiries, keep a coherent history of relationships and preferences, manage leads and  Merchant opportunities, resolve complaints and improve service continuity through our internal PPX  CRM. These uses support contracts and our legitimate interests in administering customer and business  relationships, provided those interests do not override individual rights. 

​

Transactional communications - contract and legitimate interests 

We send Order confirmations, receipts, delivery updates, security alerts, account messages, service  notices and responses by email, SMS, telephone, in-app message or push notification. These are service  messages, not marketing, and may be necessary to perform a contract or keep the Platform secure and reliable. 

​

Email marketing - consent or the lawful customer soft opt-in 

We send promotional email where you consent or, for our own similar products and services, where the  electronic-marketing soft opt-in lawfully applies and you were given a clear opportunity to opt out when details were collected and in every message. Mailchimp helps us manage lists, campaigns, delivery,  opens, clicks, preferences and unsubscribes. You can opt out at any time. 

​

Social media, paid advertising, pixels and measurement - consent and legitimate interests 

With the required cookie or app-tracking consent, we use Google, YouTube, Meta, TikTok and LinkedIn  technologies to measure visits and conversions, attribute campaigns, cap or tailor advertising and build  advertising audiences. We may also process campaign performance and aggregated reporting for our  legitimate interest in understanding and promoting our services where consent is not legally required  and our interests do not override individual rights. 

​

Analytics and service improvement - consent or legitimate interests 

We analyse use, performance, searches, demand, stock and delivery patterns to fix errors, plan capacity,  develop features and improve customer experience. We use consent where cookies, SDKs or similar  technologies require it; otherwise we rely on legitimate interests and use aggregation or minimisation  where practical.

 

Security, fraud prevention and safety - legitimate interests and legal obligation 

We authenticate users, secure accounts and systems, detect suspicious activity, investigate chargebacks  or misuse, protect drivers and sites, enforce terms and maintain audit logs. These uses support our  legitimate interests and may be necessary to comply with law. 

​

Legal, tax, regulatory and claims - legal obligation and legitimate interests 

We retain invoices and records, respond to lawful requests, manage insurance, recalls, disputes and  complaints, and establish, exercise or defend legal claims. 

​

6. Marketing choices and opt-outs 

 use the unsubscribe link in a marketing email; 

 reply STOP or use the stated opt-out route for marketing SMS; 

 disable promotional push notifications in the app or device settings; 

 change cookie or advertising choices through the cookie-preference centre;  use advertising settings offered by Google, YouTube, Meta, TikTok or LinkedIn; or  email chat@plumbpartsxpress.com. 

​

Opt-outs may take a short time to propagate. We may retain minimal details on a suppression list so that we continue to respect the choice. 

​

7. Cookies, pixels, SDKs and app permissions 

Essential technologies support security, login, baskets, payments, load balancing, order fulfilment, delivery functions and consent records. Where the law permits a narrowly defined low-privacy-risk  technology without consent, we provide the required information and opt-out. We ask for consent before using non-essential advertising or cross-service tracking technologies. Our Cookie Policy and  preference centre contain current vendor-level details and lifetimes. 

​

8. Who we share personal information with 

We share personal information only where reasonably necessary and subject to appropriate contracts  or safeguards, including with: 

​

 the Merchant selling the goods, including Order, contact, delivery, return and complaint  information; 

 drivers, couriers and delivery partners, including the limited contact, location, access, tracking and  proof information needed to fulfil the Order; 

 payment processors, banks and fraud-prevention providers; 

 mapping, routing, communications, hosting, customer-support and other operational partners where needed for fulfilment of orders and the services you request; 

 Mailchimp and other communications or CRM-support providers; 

 Google and YouTube, Meta, TikTok and LinkedIn for consented advertising, measurement, lead  generation or matched-audience activity; 

 professional advisers, auditors, insurers and potential purchasers or investors under confidentiality  safeguards; and 

 courts, regulators, law-enforcement bodies and public authorities where required or lawfully  requested. 

​

Merchants normally receive Order information as independent controllers and may use it only for  purposes connected with their sale, fulfilment, customer support, delivery, returns, refunds, fraud or safety issues and legal obligations, unless they have a separate lawful basis for another use. We do not  sell personal information for money. 

​

9. International transfers 

Some providers, including Mailchimp, Google, YouTube, Meta, TikTok, LinkedIn and major cloud or  technical providers, may process information outside the United Kingdom. Where the destination is not  covered by UK adequacy regulations, we use an approved safeguard such as the UK International Data  Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful  mechanism, together with transfer-risk and security measures where required. 

​

10. How long we keep personal information 

 account and profile information: while the account is active and normally up to 24 months  afterwards, unless linked to records kept longer; 

 Orders, invoices, payments, returns, delivery proof and contractual records: normally six years after  the relevant transaction or financial year, as applicable; 

 precise live-delivery location and detailed tracking telemetry: for the delivery and normally no more than 90 days afterwards, unless needed for an incident, complaint, fraud review or legal claim;  support and CRM enquiries not linked to an Order: normally three years after the last substantive  interaction; 

 unconverted marketing leads: normally 24 months after the last meaningful interaction;  marketing records: until consent is withdrawn, an objection is made or the relationship becomes  inactive under our review rules; 

 cookie, pixel and advertising identifiers: for the periods shown in the live preference centre,  normally no longer than 13 months unless a shorter period applies; and 

 Merchant, supplier and delivery-partner records: for the relationship and normally six years  afterwards, with eligibility documents deleted earlier where no longer needed. 

​

11. Security 

We use organisational and technical measures appropriate to risk, including access controls,  authentication, encryption in transit where appropriate, supplier checks, logging, staff confidentiality,  backups and incident response. Access to CRM and Order information is limited according to role. No  internet service is completely secure, so please use a strong, unique password and tell us promptly about suspected misuse. 

​

12. Automated decision-making and profiling 

We use profiling for advertising audiences, campaign measurement, personalisation, fraud signals,  delivery planning and service analysis. Advertising profiling can affect which PPX advertisement you see but does not itself determine legal rights. Fraud and eligibility tools may flag activity for investigation.  We do not intend to make a decision based solely on automated processing that has a legal or similarly  significant effect without the required safeguards. 

​

13. Your data-protection rights 

Depending on the circumstances, you may have rights to be informed; obtain access; correct inaccurate  information; request deletion or restriction; object to legitimate-interest processing and direct  marketing; data portability; withdraw consent; and obtain safeguards and human review for qualifying  solely automated decisions. Rights are not absolute and exemptions may apply. Send a request to  chat@plumbpartsxpress.com.

 

14. Data-protection complaints 

You may complain to us at chat@plumbpartsxpress.com. You may also complain to the Information  Commissioner’s Office (ICO), the UK data-protection regulator. We ask that you contact us first so we can  try to resolve the issue, but you do not have to. 

​

15. Third-party websites, apps and Merchant services 

The Platform may link to Merchant sites, social networks, app stores and other services that control their own processing. Their privacy policies apply when you use them. We are not responsible for processing  outside our control, but this does not reduce PPX’s responsibility for information we disclose or  instructions we give to processors. 

​

16. Changes to this Policy 

We may update this Policy when our services, providers or legal obligations change. We will publish the  revised version and effective date and, where a change is material, provide an appropriate notice  through the Platform or direct communication. We will seek fresh consent where required rather than  treating silence or continued use as consent. 

​

17. Contact us 

PlumbParts Xpress Ltd 

Email: chat@plumbpartsxpress.com 

Telephone: 0114 551 3090 

Prosper House, 18 Craig Hopson Avenue, Castleford, England, WF10 5US 

Website: www.plumbpartsxpress.com