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Privacy and data handling

FluxService stores the account, job, message, payment-reference, payout, and security records needed to run the platform. The current record model centers on profiles, plumber onboarding records, enquiries, jobs, messages, reviews, payment or payout references, and limited processor event logs.

Status: Operational draft pending legal reviewLast updated: March 8, 2026Applies to: Customers, plumbers, and support contactsSupport: support@fluxservice.net
Contact supportOpen retention policy

What we collect

The current platform stores different record types for identity, operations, payments, and platform protection.

Identity and role records

Account email, full name, phone, avatar reference, role, onboarding state, and limited account flags in the profile record.

Plumber onboarding and payout records

Region coverage, business name, services type, gas-safe details, eligibility attestations, consent fields, status, and Stripe Connect account status where payouts are enabled.

Enquiries, jobs, and messages

Issue descriptions, addresses, preferred dates, chatbot transcript, image references, quote terms, job status, PIN state, completion confirmations, and live job-message content.

Payments, reviews, and security records

Checkout or charge references, payout-transfer references, webhook processing results, review ratings, fee-penalty records, and broader authentication or security logging handled through the platform stack.

Current exclusion

FluxService does not rely on the older standalone Stripe Identity path described in some historic internal material. The legacy audit_events table is not part of the current public-facing data model for this site.

Open legal review items

Final public wording still needs counsel review on controller or processor roles, lawful bases, AI-assisted diagnosis disclosures, international transfers, and the exact privacy-rights language that applies to each data flow.

Why we use it

Each data set maps to a platform task rather than broad collection for its own sake.

  • Operate and secure customer, plumber, and support-facing accounts.
  • Route enquiries, collect quotes, and record one accepted booking path for each enquiry.
  • Support job delivery with chat, arrival PIN, completion state changes, ratings, and dispute evidence.
  • Handle payment checkout, payout state, refunds, reversals, and processor reconciliation.
  • Store and review chatbot transcripts and AI-assisted diagnosis history where users choose to use that feature.
  • Prevent fraud, investigate misuse, answer compliance requests, and maintain minimal accounting evidence.

AI-assisted diagnosis

The customer diagnosis feature may use AI processing before a user turns that conversation into a job request.

Draft wording only

Final public wording still needs counsel review on which provider is used, what user content is sent for AI processing, whether any international transfers occur, and what additional notice or consent wording is required.

  • Users can choose whether to use the AI-assisted diagnosis feature.
  • Diagnosis transcripts may be stored and may later appear in the job record if the user opens a job from that flow.
  • The final legal wording should explain the AI provider role, transfer position, and any safeguards that apply.

Who receives it

Data is shared only with the parties or processors needed to run the service.

Independent plumbers

Only the customer and job details needed to review, quote, schedule, and deliver work.

Payment and payout processors

Reference data needed for checkout, payout onboarding, transfer state, refunds, reversals, and dispute handling.

AI or automation providers

Any third-party AI processing used for diagnosis or support should be limited to the data needed for that feature. Final public wording on provider identity and transfer position is still pending legal review.

Hosting and infrastructure providers

Limited technical and storage access under processor-style responsibilities.

Law or formal process

Only where disclosure is required for fraud, safety, legal notices, claims, or regulator requests.

How long it stays

FluxService uses shorter windows for rich content and longer windows for minimum evidence.

Retention principle

Detailed enquiry text, image files, and message bodies should leave the system faster than accepted-booking evidence, payment references, payout references, and deletion-proof records.

The full retention matrix is published in the retention policy, including backup windows, deletion timing, and legal-hold overrides.

Your rights and requests

Subject to applicable law, you can ask for review, correction, or deletion of platform data.

  • Request a copy of the data linked to your account.
  • Ask for corrections where contact, role, or workflow details are wrong or outdated.
  • Request deletion, subject to legal holds, disputes, fraud checks, or accounting obligations.
  • Depending on the legal basis used, you may also have rights to object, restrict processing, or complain to the ICO.
  • Use the account email on file when contacting support so requests can be verified safely.
Request supportsupport@fluxservice.net