Privacy and cookies policy

Who we are

This site, urgentplumber.pt (“Urgent Plumber”, “we”, “us”), is operated by Impulso de Leão, LDA, a company registered in Portugal, NIF/VAT 518664422, registered address Rua Cardal de São José 8A, 1150-088 Lisboa.

For any privacy question or request, contact us by phone at +351 21 700 9773, on WhatsApp at +351 21 700 9237, or by post at the address above.

What personal data we collect

Data you give us. When you contact us by WhatsApp, phone or the callback box to ask about a job, we receive what you send us: your name, phone number, address or area, and a description of the problem. We use this only to reply, quote and carry out the requested work, and, where a job goes ahead, to invoice it under Portuguese tax rules (which may require your NIF on the invoice).

Callback requests. If you leave your WhatsApp number in the callback box, we use it only to contact you about the job you asked about, by WhatsApp or phone. It is stored in our job-management system (manager.urgentplumber.pt) with the page your visit started on, where the visit came from (for example a Google search, our Google Maps listing or one of our ads) and, if you came from a Google ad, the ad reference. If no job follows, we delete it after 12 months; if a job goes ahead, it is kept with the job record.

Data collected automatically. Like most sites, ours uses a small number of tools that measure traffic and advertising performance:

The reference in WhatsApp, in plain words. When you message us on WhatsApp from this site, the first message is prefilled with a last line such as “Ref: UP-organic en /leak-detection/”: where your visit came from (here, a search), the page's language and the page you arrived on. If you came from a Google ad, it names the ad campaign and the ad click instead, such as “Ref: UP-123-abc en /”. It says nothing about who you are. This happens whatever you choose in the cookie banner, because it travels in the link and not in a cookie. You can see it before you send the message and delete it if you prefer. We use it to see which searches, pages and ads bring enquiries and jobs. When an enquiry from an ad becomes a job, we tell Google Ads, using that click reference, that the ad led to a job and what the job was worth; we do not send Google your name or phone number.

We do not use these tools to build a personal profile of you, and we do not sell any data.

Why we use your data (legal bases)

• Replying to enquiries and callback requests, quoting and doing the job: to take steps you asked for before a contract, and to perform the contract.
• Invoices and accounting records: our legal obligations under Portuguese tax and accounting law.
• Google Analytics and Google Ads cookies: your consent, which you give by choosing Accept and can withdraw at any time.
• Cookieless measurement (Google consent mode, Umami), call tracking and the WhatsApp ad reference: our legitimate interest in knowing which pages and ads bring enquiries. You can object to this at any time by contacting us.

Cookies and similar technology

A cookie banner appears on your first visit. Before you answer it, advertising and analytics cookies are set to “denied”. If you choose Accept, Google Analytics and Google Ads may store cookies to recognise your browser on a later visit. If you choose Reject, no such cookies are set; Google Ads still receives a cookieless signal when you tap Call or WhatsApp, so we can see that an ad led to a contact. Umami never sets a cookie. What may be stored on your device:

• _ga, _ga_<ID>: Google Analytics, 2 years. Only after Accept.
• _gcl_au: Google Ads, 90 days. Only after Accept.
• _gcl_aw, _gcl_gb: Google Ads, set only when you arrive from an ad, 90 days. Only after Accept.
• up_consent_v1 and up_consent_v1_at: your Accept/Reject choice and when you made it, in your browser's local storage, until you clear it or change it under “Cookie settings”. It is not sent to us.
• up_visit_v1: where your visit came from and the page it started on (with the ad reference, if you came from an ad), in your browser's session storage, deleted when you close the tab. Only after Accept.

You can withdraw your consent or change your choice at any time through “Cookie settings” at the foot of every page, which shows the banner again. You can also ask your browser or device to block cookies generally.

Who we share data with

• Google (Google Ads, Google Analytics): as our processor for Analytics and, for some advertising data, as an independent controller, under Google's own terms and privacy policy. Google may process data outside the EU/EEA under its standard contractual clauses.
• Vercel, which hosts this website and keeps short-lived request logs (such as your IP address and browser type). Vercel is a US company and may process data outside the EU/EEA under standard contractual clauses.
• Cloudflare Turnstile, an invisible bot check that runs when you send the "leave your number" form. It looks at how the page is used, not at you, and sets no cookie of its own. See Cloudflare's Turnstile Privacy Addendum.
• Google Fonts, which serves the site's fonts; your browser sends your IP address to Google when it loads them.
• Our job-management app (manager.urgentplumber.pt), where enquiries, callback requests and job records are kept, and the companies that host it for us.
• Umami, a cookieless analytics service, which does not receive personal identifiers from us.
• WhatsApp/Meta, when you message us on WhatsApp. That conversation is also subject to WhatsApp's own privacy policy.

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

How long we keep data

• Enquiries that do not become a job (WhatsApp chats, calls, callback requests): 12 months, then deleted.
• Job details: for as long as needed to complete the job, plus the period required by Portuguese accounting and tax law for any invoice issued (currently 10 years for accounting records).
• Analytics data: kept under each tool's own default retention (Google Analytics: up to 14 months for user-level data; Umami: aggregated counts only).

Your rights

Under the GDPR, you can ask us to access, correct, delete, or limit the use of your personal data, object to its use, or receive a copy in a portable format. Where we rely on your consent, you can withdraw it at any time without affecting what was done before. To do so, contact us using the details above. You can also lodge a complaint with Portugal's data protection authority, the CNPD (Comissão Nacional de Proteção de Dados), www.cnpd.pt.

Changes to this policy

We may update this page as the site or the tools it uses change. The “Last updated” date at the top always shows the current version.