Privacy Policy

In running and maintaining our website we may collect and process the following data about you:

Information about your use of our site including details of your visits such as pages viewed and the resources that you access. Such information may includes traffic data, location data and other communication data.

Information provided voluntarily by you. For example, when you register for information such as a newsletter.

Information that you provide when you communicate with us via contact form or telephone.

Cookies provide information regarding the behaviour of a visitor to our site. More information about this sites cookie usage can be found here. You can adjust the settings on your computer to decline any cookies if you wish. This can easily be done by activating the reject cookies setting on your preferred internet browser.

We will only use the information that you give to help provide our services to you. Specifically we may use the information for one or more of the following purposes:

To provide information to you that you request from us relating to our products or services.

To provide information to you relating to other products that may be of interest to you. Such additional information will only be provided where you have consented to receive such information.

To inform you of any changes to our website, services or goods that may have an impact on the services we can provide to you.

We do not sell your personal information, and we do not share it with anyone else for their own marketing.

We do share it with the service providers who help us run our business, and who process it only on our instructions — for example our payment provider, the providers that carry our email and text messages (including Meta, which carries our WhatsApp, Facebook and Instagram messages), and the AI providers described in AI-Assisted Customer Support and Developer Portal and Premier AI below.

We may also disclose your information where we are legally required by law to do so, or to further fraud protection and reduce the risk of fraud.

We take precautions to protect your information and use encrypted connections secured with SSL Certification (https) throughout this website. You can verify this by looking for a lock icon in the address bar and looking for “https” at the beginning of the web page address.

Our website allows visitors to book home snagging appointments via completion of our online booking form. Secure payments are taken via Stripe and no payment details are stored on our site. Details of Stripe’s Privacy Policy and Data Security can be seen here.

When you contact us by email, text message or social media, we use an artificial-intelligence service to help our team write a reply to you more quickly.

To do that, we send your message, the earlier messages in that conversation, and the details of your booking — such as your name, contact details, property address, appointment date, who is carrying out your inspection, and whether the inspection and payment are complete — to our AI provider, which suggests a reply.

A person always reviews it. The AI cannot send anything to you, and it cannot make, change or cancel a booking. Every reply you receive has been read, edited where needed, and sent by a member of our team.

We never send payment card details to the AI provider. If a card number appears in a message you send us, our systems stop the AI being used on that conversation entirely. Please never send card details by email or text message — we will never ask you to.

Our AI provider is DeepSeek, operated by Hangzhou DeepSeek Artificial Intelligence Co., Ltd. The information described above is therefore transferred outside the United Kingdom and processed under the laws of the People’s Republic of China. DeepSeek’s published platform terms do not state a retention period for the data sent to it, and do not say whether that data is used to improve its own models. You can read those terms here.

Our lawful basis is our legitimate interest in replying to you accurately and promptly, and you have the right to object to it. If you would rather we did not use AI assistance when replying to you, email us at info@premiersnag.co.uk and we will handle your messages manually. It will not affect the service you receive.

Housebuilder staff use our developer portal to arrange inspections, review reports, coordinate trades and manage their team's access. The portal processes business contact details, roles, site and plot assignments, inspection information, snag messages and evidence, and records of actions taken in the service.

Premier AI is an optional assistant within the authenticated portal. When you use it, we send your question, limited recent conversation context and relevant information from the portal through OpenRouter, Inc. to an AI model hosting provider. The current model is DeepSeek V4.1 Flash. OpenRouter routes requests to eligible hosts; the model developer and the hosting provider are not necessarily the same company.

The information sent depends on your question and your access. It can include site and plot labels, inspection dates and references, snag descriptions and status, summary figures, and colleagues' or tradespeople's names and roles. Business contact details are included only when you specifically request them and the portal permits access. Please avoid entering unnecessary personal or sensitive information in your question. Our systems limit and filter information sent to the AI service, but this does not guarantee that every personal detail will be removed.

We configure Premier's requests to require hosting endpoints described by OpenRouter as having zero data retention and no training on requests. These are contractual/provider policy controls, rather than an independent audit by Premier Snag. OpenRouter also handles request metadata and may use a small sample of requests for categorisation. The provider's separate policies apply to that processing. Processing is not restricted to the UK or the European Union and can take place in the United States and other countries.

We keep operational audit records, such as when Premier was used, which tools were used and the outcome. Some questions Premier could not answer may have a short extract retained after automated sanitisation. Our standard retention period for ordinary Premier audit records is 12 months; security incident metadata may be retained longer. Generated documents are built by Premier Snag from the data you can access. Download links are temporary and your account and permissions are checked again when a document is built or downloaded.

You can continue to use the developer portal without using Premier AI. For questions about our handling of your information, or to exercise your data rights, contact info@premiersnag.co.uk. Our existing privacy notice explains how to make a data request and contact us.

You can message us on WhatsApp, on our Facebook Page and on Instagram. When you do, Meta (which runs those services) passes your message to us, together with the name and profile picture on your account and, for WhatsApp, your phone number.

Your messages arrive in the same customer inbox as our emails and text messages. Our team uses them only to reply to you and to deal with your enquiry or booking, and we keep them for as long as we keep the rest of our correspondence with you.

Meta's own handling of your messages is covered by the privacy policies of WhatsApp, Facebook and Instagram. We only send you a WhatsApp message first if you have agreed to be contacted that way, and you can ask us to stop at any time.

You can ask us to delete the personal information we hold about you, including any messages you have sent us by email, text, WhatsApp, Facebook or Instagram. Email info@premiersnag.co.ukwith the subject “Delete my data”, or send us that request in the same chat you used to contact us.

Tell us the email address or phone number you used, or the name on your Facebook or Instagram account, so we can find your details. We will confirm once your data has been deleted, within one month of your request.

We may need to keep some records for longer where the law requires it, for example invoices and payment records that we must keep for tax purposes. We will tell you if that applies.

On occasion we include links to third parties on this website. Where we provide a link it does not mean that we endorse or approve that site’s policy towards visitor privacy. You should review their privacy policy before sending them any personal data.

In accordance with European General Data Protection Regulations (GDPR) you have the right to access any information that we hold relating to you free of charge within one month of request receipt. More information about your rights of access under GDPR regulations can be found here.

Please do not hesitate to contact us regarding any matter relating to this Privacy Policy at info@premiersnag.co.uk