Privacy Policy

01 Introduction

TOP M Mechanical (referred to in this policy as "TOP M Mechanical," "we," "us," or "our") respects your privacy. This Privacy Policy explains what personal information we collect about you, how we use it, who we share it with, and the choices you have. It applies to our website at https://topm-mechanical.com/, to phone, text, and email communications with us, and to the HVAC and mechanical services we provide at your home or place of business.

By using our website or requesting service from us, you confirm that you have read and understood this policy. If you do not agree with how we handle personal information as described here, please do not use the website or submit information through it.

02 Information we collect

The information we collect depends on how you interact with us. We group it into the following categories.

Information you give us directly

• Contact details — your name, phone number, email address, and service address when you fill out our booking form, call us, or send us a message.
• Service request details — descriptions of the issue you're experiencing, equipment make and model, building or unit type, preferred appointment times, and any photos or files you choose to send.
• Payment information — when you pay for service, billing details and the last four digits of your card. Full card numbers are handled directly by our payment processor; we do not store them on our own systems.
• Communications — the content of emails, text messages, voicemails, chat messages, and other correspondence between you and our team.

Information we collect automatically

• Device and browser data — IP address, browser type and version, operating system, device type, and approximate location (typically city or region) derived from your IP.
• Usage data — pages viewed, time spent, links clicked, referring website, and the date and time of your visit.
• Cookies and similar technologies — small files stored on your device to keep the site working and help us understand traffic. See the Cookies section below.

Information from other sources

• Service partners — if you were referred to us by a property manager, general contractor, manufacturer, or warranty provider, we may receive your contact and job details from them.
• Public sources — business names, addresses, and similar publicly available information when we receive a commercial service request.
• Reviews and social platforms — if you publicly review us or interact with our profiles on platforms like Google, Yelp, or social media, we may see that information.

03 How we use your information

We use the information we collect for the following purposes:

• To schedule, dispatch, and complete the service you request.
• To prepare quotes, estimates, invoices, and warranty paperwork.
• To contact you about appointments, technician ETAs, follow-ups, and service-related questions, including by phone, SMS, and email.
• To process payments and keep accurate financial records.
• To provide customer support and respond to your inquiries.
• To operate, maintain, and improve our website and the services we offer.
• To send maintenance reminders, seasonal tune-up notices, and (where permitted) marketing communications that you can opt out of at any time.
• To detect and prevent fraud, abuse, and unauthorized access to our systems.
• To comply with legal obligations, including tax, licensing, and regulatory requirements.
• To establish, exercise, or defend legal claims when necessary.

04 Legal bases for processing

Where data protection laws such as the EU/UK GDPR apply to you, we rely on the following legal bases to process your personal information:

• Contract — to take steps at your request before entering a service agreement and to perform that agreement.
• Legitimate interests — to run, secure, and improve our business in a way that does not override your rights and freedoms.
• Consent — where required, for example for certain marketing communications or non-essential cookies. You can withdraw consent at any time.
• Legal obligation — to meet tax, accounting, licensing, health and safety, and other legal requirements.

05 How we share information

We do not sell your personal information. We share it only with the people and companies that help us run our business or when the law requires it.

Service providers we rely on

• Scheduling and dispatch software used by our office and field technicians.
• Payment processors that handle card and ACH transactions securely.
• Hosting, email, SMS, and analytics providers that power our website and communications.
• Accountants, bookkeepers, insurers, and legal advisors bound by confidentiality.
• Equipment manufacturers and distributors when warranty registration, parts orders, or rebates require it.

Other situations

• With your permission — for example, if you ask us to coordinate with your property manager, landlord, or contractor.
• Legal and safety reasons — to comply with subpoenas, court orders, or applicable laws, or to protect the rights, property, or safety of TOP M Mechanical, our customers, or others.
• Business transfers — in connection with a merger, acquisition, financing, or sale of all or part of our business, in which case the recipient will be required to respect this Privacy Policy.

06 Cookies & tracking technologies

Our website uses cookies and similar technologies to make the site function, remember your preferences, measure performance, and (where you allow it) support marketing.

• Strictly necessary cookies — needed for the site to load and for core features like our booking form to work. These cannot be turned off.
• Performance and analytics cookies — help us understand how visitors use the site so we can improve it. We may use tools such as Google Analytics, which set their own cookies subject to their privacy policies.
• Functional cookies — remember choices you make, like your service area or preferred language.
• Advertising cookies — used, where applicable, to measure ad campaign effectiveness and show relevant ads on other sites.

You can control cookies through your browser settings — most browsers let you block or delete them. Note that blocking strictly necessary cookies may break parts of the site. Some browsers also support a "Do Not Track" signal; because there is no consistent industry standard for how to respond to it, our site does not currently react to DNT signals.

07 How long we keep your information

We keep personal information only as long as we need it for the purposes described in this policy, including to provide our services, maintain accurate business records, resolve disputes, enforce our agreements, and meet our legal obligations.

• Customer and job records — typically kept for the duration of the customer relationship plus the period required by applicable tax, warranty, licensing, and statute-of-limitations rules.
• Marketing data — kept until you unsubscribe or ask us to delete it, plus a short period to honour your opt-out.
• Website analytics — generally retained in aggregated or de-identified form.

When information is no longer needed, we securely delete or de-identify it.

08 How we protect your data

We use reasonable administrative, technical, and physical safeguards designed to protect personal information against loss, theft, and unauthorized access, disclosure, or alteration. These include encrypted connections (HTTPS), restricted access to customer records, vetted third-party providers, and ongoing review of our security practices.

No method of transmission over the internet and no method of electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security. You also play a role: please use a strong, unique password if you ever create an account with us, and do not share confidential information over unsecured channels.

09 Your rights & choices

Depending on where you live, you may have some or all of the following rights regarding your personal information:

• Access — request a copy of the information we hold about you.
• Correction — ask us to fix information that is inaccurate or incomplete.
• Deletion — ask us to delete your information, subject to legal record-keeping requirements.
• Restriction or objection — ask us to limit how we process your information or object to certain uses.
• Portability — request your information in a structured, commonly used, machine-readable format.
• Withdraw consent — where we rely on consent, you can withdraw it at any time without affecting the lawfulness of prior processing.
• Opt out of marketing — unsubscribe at any time using the link in our marketing emails, by replying STOP to our SMS messages, or by contacting us directly.
• Complaint — lodge a complaint with your local data protection authority if you believe we have not handled your information properly.

To exercise any of these rights, contact us using the details at the bottom of this page. We may need to verify your identity before responding. We will not discriminate against you for exercising your rights.

California residents

If you are a California resident, the California Consumer Privacy Act (CCPA), as amended by the CPRA, gives you specific rights to know, delete, correct, and limit the use of your personal information, and to opt out of any "sale" or "sharing" of it. We do not sell personal information, and we do not share it for cross-context behavioural advertising in the way those terms are defined under California law. You can submit a request using the contact details below.

10 Children's privacy

Our website and services are intended for adults. We do not knowingly collect personal information from children under 13 (or the equivalent minimum age in your jurisdiction). If you believe a child has provided us with personal information, please contact us and we will delete it.

11 Third-party websites & services

Our website may contain links to other websites and services that we do not operate, such as manufacturer pages, review sites, or social media platforms. We are not responsible for the privacy practices of those third parties. We encourage you to review their privacy policies before sharing information with them.

12 Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify you by email or through a notice on our website. Your continued use of the website or services after the changes take effect means you accept the updated policy.