Privacy
policy.

1. Who is responsible for your information

Rapid Waste Removal Ltd is the controller of personal information covered by this notice and is registered with the Information Commissioner’s Office under reference ZC176107. You can contact us about privacy at info@RWRemovalsltd.co.uk, by telephone on 07300 844 397, or by post at Bellamy Close, Plymouth, Devon, PL6 5LG.

2. Information we collect

Depending on how you use our services, we may collect your name, telephone number, email address, collection address or postcode, preferred collection date, service and booking details, messages, photographs, waste descriptions, access and parking information, payment and invoice records, and correspondence with us.

We may also process limited technical and security information, including a protected or hashed form of your IP address, request timestamps, session identifiers, consent records, browser-generated security tokens and audit records. We do not intentionally ask you to include people, identification documents, vehicle registration numbers or other unnecessary personal information in waste photographs.

If you opt in to website analytics, we process random visitor and visit identifiers, normalized page paths, timestamps, coarse device type, campaign/referring-host information, active seconds, environment, and allowlisted journey events. Analytics does not contain your form answers, contact details, Assistant messages, photographs, operational references, payment information, raw IP address or a browser fingerprint.

3. How we receive information

We receive information directly from you when you telephone, email or message us, submit a website form, request or accept a quotation, make a booking, upload photographs or use Rapid Quote. We may also receive necessary booking information from a person arranging a collection on your behalf, a business customer, landlord, managing agent or another authorised contact.

Our standard website quote form prepares a WhatsApp message in your browser. The form does not upload selected photographs to our website server; you choose whether to send the message and attach photographs through WhatsApp.

4. Why we use information and our lawful bases

We use personal information to respond to enquiries, prepare quotations and estimates, confirm and deliver collections, communicate service updates, take payment, maintain service and accounting records, handle complaints, protect our systems, prevent misuse, comply with waste-management and other legal duties, and establish or defend legal claims.

Our lawful bases are normally taking steps at your request before entering into a contract, performing our contract with you, complying with legal obligations, and our legitimate interests in operating a safe and effective waste-removal business, preventing fraud and improving service quality. Where we rely on consent, you may withdraw it at any time, although this does not affect processing already carried out lawfully. We do not use service contact details for promotional marketing.

5. Website analytics

Optional first-party analytics helps us understand aggregate website demand, active visits, journey reliability and conversions so we can improve the site and customer service. It is disabled until you actively allow it, is not used for advertising or automated customer decisions, and remains separate from contact, quotation and booking consent. You can withdraw through “Privacy choices” in the website footer.

6. Rapid Quote

When you use Rapid Quote, you may submit 1–5 waste photographs with short access answers to assess apparent materials, volume, weight, labour, possible hazards and uncertainty. Authorised RWR staff may also use the same controlled system for internal benchmarking. OpenAI analyses the waste; it does not set the price. Our independent, versioned RWR engine performs all commercial calculations.

Private photographs are stored with Supabase and sent server-side to OpenAI using store: false and high-quality image input. The request contains waste evidence and access facts, not customer contact details or the known outcome. Model, returned snapshot, prompt/schema versions, reasoning configuration, calculation versions and timestamps are recorded for audit.

Actual outcomes may be entered only after a blind assessment to measure accuracy. They are not used for live learning, memory retrieval or per-job prompt tuning. Do not use Rapid Quote to identify asbestos or determine whether material is safe; suspected hazardous or unclear loads require owner review.

7. Automated processing and human review

Rapid Quote assists with waste analysis, but OpenAI does not determine our prices. Our pricing engine applies predefined Rapid Waste Removal rates and safety rules. Low-confidence, hazardous, ambiguous or out-of-range results are directed to manual review. We do not use Rapid Quote to make solely automated decisions that produce legal or similarly significant effects about you.

8. Who we share information with

We do not sell personal information. Where necessary for the purposes above, we may share limited information with:

• Supabase, which provides database, authentication, private file storage and server-function infrastructure for Rapid Quote;
• OpenAI, which processes Rapid Quote photographs to return visual waste analysis;
• Google, where authorised RWR staff connect the internal Operations calendar so scheduled job references, dispatch-useful contact and collection details can be shown to the RWR team; customers are not added as event attendees;
• WhatsApp and its operator when you choose to contact us using WhatsApp;
• payment, accounting, communications, IT and professional advisers used to operate our business;
• authorised waste facilities, contractors or partners where necessary to deliver an agreed service; and
• regulators, law-enforcement bodies, courts or other parties where disclosure is required or permitted by law.

Service providers may act as processors under their contractual terms or as separate controllers for parts of their services. You should review the privacy information supplied by services you choose to use, including WhatsApp.

9. International transfers

Some technology providers may process information outside the United Kingdom. Where UK data-protection law requires it, we use an applicable adequacy regulation or approved contractual safeguards, such as the UK International Data Transfer Agreement or UK Addendum, together with appropriate security measures. You may contact us for more information about the safeguards relevant to your information.

10. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose collected, including service delivery, accounting, waste duty-of-care, complaint handling, security and legal claims. The precise period depends on the record and any applicable legal or contractual requirement.

For Rapid Quote, temporary access to a quote expires after 24 hours and private photographs are scheduled for deletion after no more than 30 days. Restricted assessment, calculation, benchmark, security and audit records may be retained longer where needed for testing, legal, fraud-prevention or accountability purposes.

We may retain de-identified and aggregated assessment and outcome metrics to measure accuracy. Photographs are not retained beyond the operational image-retention period as part of those metrics.

Raw pseudonymous website analytics events and visit summaries are retained for up to 90 days. Aggregate daily analytics is retained for up to 25 months. Short-lived hashed rate-limit buckets are retained for up to two hours.

11. How we protect information

We use measures appropriate to the nature of the information, including encrypted connections, private image storage, short-lived signed upload access, hashed ownership and rate-limit identifiers, role-based access controls, row-level database security, staff authentication, restricted server-side secrets, audit logging and retention controls. The RWR Operations app caches only its static application shell; customer, lead, Assistant, pricing and audit responses remain network-only and are unavailable offline. No internet service can be guaranteed completely secure.

12. Your UK data-protection rights

Depending on the circumstances, you may have the right to request access to your personal information, correction of inaccurate information, erasure, restriction of processing, data portability, or to object to processing based on legitimate interests. Where processing relies on consent, you may withdraw that consent. You also have rights concerning qualifying solely automated decisions.

To exercise a right, email info@RWRemovalsltd.co.uk. Please describe your request and provide enough information for us to identify the relevant records. We may ask for proportionate proof of identity. We normally respond within one month, subject to lawful extensions or exemptions. There is normally no fee, although the law permits a reasonable fee or refusal in limited circumstances.

13. Complaints

Please contact us first so we can investigate your concern. You also have the right to complain to the Information Commissioner’s Office, the UK data-protection regulator, through ico.org.uk/make-a-complaint or by calling 0303 123 1113.

14. Cookies and browser storage

Information about cookies and similar browser technologies is provided in our Cookie Policy. Rapid Quote may use browser session storage for a temporary quote identifier and ownership token; authenticated staff areas also use session storage. Optional analytics local/session storage is created only after consent and can be controlled through “Privacy choices”.

15. Other websites and services

Our website may link to services and websites that we do not control. Their privacy notices apply when you use them. We are not responsible for their content or privacy practices.

16. Changes to this notice

We may update this notice when our services, providers or legal obligations change. We will publish the revised date on this page. Material changes affecting Rapid Quote will be reflected in the privacy-policy version recorded with new estimate sessions.

17. Contact

Privacy enquiries and rights requests: info@RWRemovalsltd.co.uk
Telephone: 07300 844 397
Post: Bellamy Close, Plymouth, Devon, PL6 5LG
ICO registration reference: ZC176107