Privacy policy.
What we collect when you open a ticket, who sees it, how long it sits in the dashboard, and what to ask if you want any of it gone. Plain-English version. Last reviewed July 2026.
Operator
"We", "us", "Mount Solution" mean Mount Solution, a three-operator ops team based at 14 Foundry Way, NW3. No corporate parent, no marketing department, no third-party data team. Esi, Reza, and Kelechi. Contact: ops@mountsolution.online.
What we collect
Only what you submit at intake, and only what we need to open the ticket, run it, and close it:
- Caller name (whatever you want on the ticket)
- Email and/or phone — we reply on whichever you submit through
- The wall photo and any subsequent photos
- Screen model, size, postcode
- The ticket thread itself — it's the record of the agreement
We don't ask for payment details at intake. At signoff, tap-to-pay on the device or a payment link by text — Stripe handles the card data; we never see it.
Why we have it
To open the ticket, classify it, return a quote, dispatch the operator to the right address, and keep the dashboard record so the invoice matches the quote. That is the full list of uses.
Legal basis
- Contract. Intake → quote → install is pre-contract performance.
- Legitimate interest. Retaining the closed ticket for 12 months so we can honour the workmanship cover.
Who sees it
Esi, Reza, Kelechi. The list ends there. We don't sell, rent, swap, syndicate, or hand off your details to marketers, lead-aggregators, "tradesperson directory" companies, franchisors, or anyone else with a clipboard.
The small handful of services that keep the business running — email host, SMS provider, Stripe for payments, Plausible for site analytics — each see the minimal slice required. None of them sit outside standard data-protected regions.
How long we keep it
- Closed tickets + photos: 12 months from signoff, then deleted, so workmanship cover can be honoured.
- Invoices: 6 years, because tax law requires it.
- Intakes that didn't convert: 60 days, then deleted.
Your rights
Standard set. Email ops@mountsolution.online and ask for any of:
- A copy of what we hold about you
- Corrections where something is wrong
- Deletion (where we're not required to retain by law)
- Opt-out of any analytics
Reply SLA: same working day for acknowledgement, full response inside 30 days.
Cookies & analytics
Two first-party cookies, one privacy-friendly counter. Full breakdown in the cookies policy.
Changes
If the policy changes, we update the reviewed-date and post a footer notice for two weeks. Anything more than a typo, we email anyone with an active ticket.