Last updated: August 2026
1. About this Privacy Policy
This Privacy Policy explains how London Water Delivery Ltd (“London Water Delivery”, “we”, “us” or “our”) collects, uses, stores and shares personal data when you use our website at londonwaterdelivery.co.uk, contact us, request a quotation, check whether we deliver to your location, subscribe to our newsletter, purchase products or services, make payments, receive deliveries, use our rental or maintenance services, or apply for a role with us.
We respect your privacy and process personal data in accordance with applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and, where relevant, the Privacy and Electronic Communications Regulations (PECR).
This Privacy Policy should be read together with our Cookies Policy and any other privacy information we provide when collecting personal data from you.
2. Who We Are
London Water Delivery Ltd is the data controller responsible for the personal data described in this Privacy Policy.
London Water Delivery Ltd
Company number: 10951145
Registered office: 116c Sinclair Road, London, W14 0NL, United Kingdom
3. How to Contact Us About Your Data
If you have questions about this Privacy Policy or how we use your personal data, or if you wish to exercise any of your data protection rights, you can contact us at:
Email: info@londonwaterdelivery.co.uk
Telephone: 020 3409 4733
Postal address: London Water Delivery Ltd, 116c Sinclair Road, London, W14 0NL, United Kingdom
4. Personal Data We Collect
Depending on how you interact with us, we may collect and process the following categories of personal data:
Identifying information – such as your name and, where relevant, the name of your business or organisation.
Contact information – such as your delivery or billing address, email address and telephone number.
Order and transaction information – such as products or services ordered, quotations, contracts, invoices, payment status, refunds, deposits, delivery instructions, customer account information and records of transactions with us.
Payment-related information – such as the payment method used, transaction reference and payment status. We do not collect or store your full debit or credit card details. Card payments are processed by third-party payment providers, as explained in section 7 below.
Delivery and service information – such as your delivery location, access instructions, scheduled delivery information, cooler rental or maintenance records and communications relating to your service.
Marketing information – such as whether you have subscribed to our newsletter or opted out of marketing communications.
Recruitment information – such as your CV, employment history, contact details and other information you provide when applying for a role with us.
Website and technical information – such as your IP address, device type, browser type, operating system, pages viewed, website activity and other information collected through cookies and similar technologies, subject to your cookie choices where required.
We do not intentionally collect special category personal data unless it is necessary for a specific purpose and we have an appropriate legal basis for doing so.
5. How We Collect Your Data
We may collect personal data directly from you when you:
- request information or a quotation;
- place an order through our online shop;
- become a regular delivery or rental customer;
- make a payment;
- contact us by telephone, email, website form or another communication method;
- use our location or service availability checker;
- subscribe to our newsletter;
- request support, maintenance or servicing;
- provide delivery or access instructions; or
- send us your CV or apply for a role.
We may also collect personal data automatically when you use our website through cookies and similar technologies, depending on your browser settings and cookie choices.
In some cases, we may receive information from service providers that help us operate our business, such as payment providers, delivery partners or IT systems. We only use such information where we have a lawful basis to do so.
You are responsible for ensuring that personal data you provide to us is accurate and up to date.
6. How and Why We Use Your Data
We use personal data only where we have a lawful basis under UK data protection law. Depending on the circumstances, this may include processing that is necessary to perform a contract, take steps at your request before entering into a contract, comply with a legal obligation, pursue our legitimate interests, or where you have given consent.
We may use your personal data for the following purposes:
To respond to enquiries and provide quotations – to answer questions, prepare quotations and take steps requested before entering into a contract. Our lawful basis is usually legitimate interests or taking pre-contractual steps at your request.
To check service availability – to determine whether we can deliver to your address or provide a requested service. Our lawful basis is usually taking pre-contractual steps at your request or our legitimate interests in operating our delivery service.
To process orders and provide products and services – including setting up customer accounts, processing orders, arranging deliveries, managing cooler rentals, servicing and maintenance, communicating about your order or service and handling deposits or returns. For consumers, this is generally necessary to perform our contract with you. For business customers, we may also rely on our legitimate interests in managing our commercial relationship with the organisation you represent.
To manage payments and accounting – including issuing invoices, confirming payments, managing Direct Debits or BACS payments, processing refunds, maintaining financial records and recovering overdue amounts. Our lawful basis may be performance of a contract, legitimate interests and compliance with legal obligations.
To provide customer service and technical support – including responding to questions, resolving issues and arranging repairs or servicing. Our lawful basis is usually performance of a contract or our legitimate interests in providing good customer service.
To send marketing communications – as explained in section 8 below.
To manage recruitment – to assess applications, contact candidates and manage recruitment processes. Our lawful basis may include taking steps at the applicant’s request before entering into an employment contract, legitimate interests and, where appropriate, consent.
To operate, secure and improve our website and business – including maintaining website security, preventing fraud or misuse, analysing performance, improving our products and services, planning resources, carrying out internal reporting and complying with our legal obligations. Our lawful basis is generally our legitimate interests or legal obligations.
To establish, exercise or defend legal claims – where necessary to protect our business, customers or legal rights. Our lawful basis is generally our legitimate interests or compliance with legal obligations.
7. Online Orders and Payments
We offer several payment methods depending on the product, service and customer arrangement.
Online and card payments may be processed through Tyl by NatWest. When our e-shop payment gateway is available, card payments made through the website will be processed securely by Tyl by NatWest. We do not receive or store your full card details.
For some customers, we may send a payment link processed by Tyl by NatWest. Again, the card details entered through that payment service are handled by the payment provider rather than stored by London Water Delivery.
We may also accept card payments by telephone using Square. If you provide card details during a telephone payment, the details are entered into Square for the purpose of processing that payment and are not retained by London Water Delivery after the transaction.
Other payment methods may include:
- payment of an invoice using the bank details provided on the invoice;
- BACS payment; and
- Direct Debit.
Where you pay by BACS, bank transfer or Direct Debit, we may process the account information and payment records necessary to administer that payment method and reconcile your account.
Payment providers process personal data in accordance with their own privacy notices and legal obligations. We may receive transaction-related information from them, such as confirmation that a payment was successful, the amount paid, transaction reference or limited payment-method information, but not the full card number or security code.
8. Marketing Communications
We may use your contact details to send you information about London Water Delivery products, services, offers and company news where permitted by law.
Our main electronic marketing channel is email, including our newsletter. Where consent is required, we will ask for it before sending marketing communications. In circumstances where UK law allows us to rely on an existing customer relationship for marketing similar products or services, we may do so provided you were given an opportunity to opt out when your details were collected and in each subsequent marketing message.
We may also occasionally contact relevant business prospects directly where this is permitted by law, or use postal marketing such as flyers or printed information.
You can opt out of marketing at any time by using the unsubscribe link in a marketing email or by contacting us at info@londonwaterdelivery.co.uk.
Opting out of marketing will not stop service communications that are necessary for your order, account, delivery, rental, payment or other contractual relationship with us.
9. Cookies and Website Analytics
Our website uses cookies and similar technologies for functions such as website operation, security, remembering preferences and, where you have agreed, analytics or other optional purposes.
Some cookies are strictly necessary for the website to function and do not require consent. Other cookies will only be used where required consent has been obtained.
Please see our Cookies Policy for further information about the cookies we use, their purposes and how you can manage your preferences.
10. Who We Share Your Data With
We do not sell or rent your personal data.
We may share personal data with trusted third parties where this is necessary to operate our business, provide your products or services, process payments, comply with legal obligations or protect our legitimate interests.
These may include:
- payment providers, including Tyl by NatWest and Square;
- banks and Direct Debit service providers;
- delivery and courier providers where they are used to fulfil your order;
- website, e-commerce, hosting and IT service providers;
- customer relationship management and business software providers;
- email and newsletter platforms;
- professional advisers, such as accountants, legal advisers or insurers; and
- public authorities, regulators, courts or law enforcement agencies where disclosure is required or permitted by law.
We require service providers acting on our behalf to use personal data only for the services they provide to us and to protect it appropriately.
11. International Transfers
Some of the service providers we use may process personal data outside the United Kingdom.
Where personal data is transferred internationally, we take steps to ensure that the transfer complies with UK data protection law. This may include relying on UK adequacy regulations or using appropriate contractual safeguards or other lawful transfer mechanisms where required.
You can contact us if you would like more information about the safeguards used for an international transfer of your personal data.
12. How We Protect Your Data
We use appropriate technical and organisational measures designed to protect personal data against accidental or unlawful loss, misuse, alteration, disclosure or unauthorised access.
Access to personal data is limited to people and service providers who need it for legitimate business purposes.
No system can be guaranteed to be completely secure. If we become aware of a personal data breach, we will assess and respond to it in accordance with applicable law, including notifying the Information Commissioner’s Office (ICO) and affected individuals where required.
13. How Long We Keep Your Data
We keep personal data only for as long as reasonably necessary for the purposes for which it was collected, including to provide products or services, maintain business and accounting records, comply with legal obligations and establish, exercise or defend legal claims.
Retention periods vary depending on the type of information and why we hold it. In general:
enquiry and quotation information is kept for as long as reasonably necessary to deal with the enquiry and any resulting business relationship;
- customer, order, invoice and transaction records may be retained for the period necessary to meet accounting, tax and other legal obligations;
- delivery, rental and servicing records are retained while relevant to the customer relationship and for an appropriate period afterwards;
- newsletter and marketing information is retained until you unsubscribe, object or we otherwise determine it is no longer appropriate to retain it;
- cookie information is retained in accordance with our Cookies Policy and the settings of the relevant technology; and
- unsuccessful recruitment information will be kept only for a reasonable period after the recruitment process unless there is a lawful reason to retain it for longer.
- When personal data is no longer required, we will delete it, anonymise it or securely dispose of it where reasonably practicable.
14. Your Data Protection Rights
Depending on the circumstances and applicable law, you may have the following rights in relation to your personal data:
Right to be informed – to receive clear information about how we use your personal data.
Right of access – to ask whether we process your personal data and request a copy of it.
Right to rectification – to ask us to correct inaccurate or incomplete personal data.
Right to erasure – to ask us to delete personal data in certain circumstances.
Right to restriction – to ask us to restrict the processing of personal data in certain circumstances.
Right to data portability – to receive certain personal data in a structured, commonly used and machine-readable format or request its transfer to another controller where the legal requirements are met.
Right to object – to object to certain processing based on legitimate interests and to object at any time to the use of personal data for direct marketing.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.
To exercise your rights, contact us at info@londonwaterdelivery.co.uk. We may need to ask for information to verify your identity before responding.
We will normally respond within the period required by law. In some circumstances, we may extend the response period or charge a reasonable fee for manifestly unfounded or excessive requests, where permitted by law.
15. Complaints to the ICO
If you are concerned about how we use your personal data, please contact us first so that we have an opportunity to resolve the issue.
You also have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection.
Further information is available at ico.org.uk.
16. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our website, services, payment methods, business practices or legal obligations.
The latest version will be published on our website and will show the date it was last updated.