Privacy Policy

Last updated: 24 July 2026

This Privacy Policy explains how DYS FORTEX LTD, trading as Boiler Lines, collects, uses, stores and shares personal information when you visit boilerlines.co.uk, create an account, place an order, contact us or otherwise use our services.

Please read this Privacy Policy carefully.

1. Who We Are

The data controller responsible for your personal information is:

Legal company name: DYS FORTEX LTD
Trading name: Boiler Lines
Company number: 15246219
Company type: Private Limited Company
Incorporated: 30 October 2023
Registered office: C/O Elstree Consultants Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN
Website: boilerlines.co.uk
Privacy and customer service email: info@boilerlines.co.uk

In this Privacy Policy, “Boiler Lines”, “we”, “us” and “our” refer to DYS FORTEX LTD.

2. Personal Information We Collect

The personal information we collect depends on how you interact with Boiler Lines.

Information you provide directly

When you create an account, place an order, contact us, subscribe to marketing or submit a form, we may collect:

• Your full name;

• Billing address;

• Delivery address;

• Email address;

• Telephone number;

• Customer account details;

• Account login and authentication information;

• Order and transaction details;

• Products purchased, returned or refunded;

• Delivery instructions;

• Email and SMS marketing preferences;

• Customer service messages and correspondence;

• Live chat and chatbot conversations;

• Complaint, return, refund and warranty information;

• Photographs, videos or documents you provide;

• Installer or engineer information provided in connection with a product enquiry;

• Company and VAT information where you purchase on behalf of a business.

You are responsible for ensuring that the information you provide is accurate and up to date.

Payment information

Payments may be processed through:

• Shopify Payments;

• Klarna; and

• Banks, card networks and other payment service providers involved in completing the transaction.

Boiler Lines does not normally receive or store your complete payment card number or card security code.

We may receive limited payment information, including:

• Payment status;

• Payment method;

• Transaction reference;

• Billing name and address;

• The final digits of a payment card;

• Fraud-screening results;

• Payment dispute information;

• Klarna order or payment status.

Where you select Klarna, relevant personal and order information will be shared with Klarna so that it can assess and provide its payment services. Klarna may process this information under its own privacy notice and legal responsibilities.

Information collected automatically

When you visit our website, we may automatically collect:

• IP address;

• Browser type and version;

• Device type;

• Operating system;

• Approximate location derived from your IP address;

• Referring website or advertising source;

• Pages and products viewed;

• Date, time and duration of visits;

• Shopping basket activity;

• Checkout activity;

• Purchases and conversion information;

• Search terms used on the website;

• Cookie and advertising identifiers;

• Website interactions;

• Technical errors and performance information;

• Live-chat and chatbot interaction data.

Strictly necessary information may be collected without optional cookie consent where required to operate the website, maintain security, remember your basket, create or access your account and complete an order.

Optional analytics, personalisation and advertising technologies will only be activated where you have provided the required consent.

3. How We Collect Personal Information

We may collect personal information:

• Directly from you;

• When you create or access a customer account;

• When you place or attempt to place an order;

• When you contact customer support;

• Through live chat or chatbot services;

• When you request a cancellation, return or refund;

• When you subscribe to email or SMS marketing;

• Through cookies, pixels, tags and similar technologies;

• Through Shopify and applications connected to our store;

• From Shopify Payments and Klarna;

• From banks and payment service providers;

• Through Google, Meta and Microsoft advertising or analytics tools;

• From fraud-prevention and security providers;

• From another person who places an order on your behalf;

• From publicly available business or company records.

If you provide personal information about another person, such as a delivery recipient or installer, you should ensure that you have authority to provide that information.

4. How We Use Personal Information

Processing and delivering orders

We use personal information to:

• Receive and process orders;

• Verify order and customer details;

• Process payments;

• Conduct fraud and security checks;

• Send order confirmations;

• Prepare products for dispatch;

• Deliver products using Boiler Lines vehicles;

• Contact customers regarding delivery;

• Provide delivery updates;

• Manage cancellations, returns and refunds;

• Issue invoices and transaction records;

• Handle payment disputes.

The lawful basis for this processing is that it is necessary to enter into or perform a contract with you.

Customer accounts

Customers may create an account through our Shopify-powered website.

We use account information to:

• Create and manage customer profiles;

• Allow customers to log in securely;

• Display order history;

• Store saved contact and delivery information;

• Make future purchases more convenient;

• Manage account preferences;

• Respond to account-related requests.

Customer account and profile information is stored and processed using Shopify’s infrastructure.

The lawful basis is performance of our contract with you and our legitimate interest in providing secure and convenient account services.

Delivering orders with Boiler Lines vehicles

Boiler Lines currently delivers products using its own vehicles and delivery personnel.

We use relevant information including your name, delivery address, telephone number, order contents and delivery instructions to:

• Plan delivery routes;

• Contact you regarding delivery;

• Confirm delivery availability;

• Deliver products safely;

• Record delivery completion;

• Investigate missing or damaged deliveries.

Delivery information is made available only to staff and personnel who reasonably require it to complete or manage the delivery.

Providing customer support

We use personal information to:

• Respond to enquiries;

• Provide product information;

• Operate live support and chatbot services;

• Handle complaints;

• Investigate missing or damaged deliveries;

• Process cancellations, returns and refunds;

• Assist with faulty products and warranties;

• Maintain records of customer communications;

• Improve customer service.

The lawful basis is performance of our contract with you and our legitimate interests in providing support, resolving disputes and improving our services.

Legal, tax and accounting obligations

We may use and retain information to:

• Maintain tax and accounting records;

• Comply with consumer protection law;

• Respond to regulators and public authorities;

• Prevent and investigate fraud;

• Establish, exercise or defend legal claims;

• Comply with other legal obligations.

The lawful basis is compliance with legal obligations and, where appropriate, our legitimate interests in protecting our legal rights.

Security and fraud prevention

We may process information to:

• Detect suspicious payments or orders;

• Prevent fraudulent transactions;

• Protect customer accounts;

• Secure our website and systems;

• Investigate misuse;

• Enforce our policies and terms;

• Protect Boiler Lines, customers and service providers.

The lawful basis is our legitimate interest in protecting our business, customers and systems against fraud, misuse and security threats.

5. Analytics, Advertising and Website Measurement

Subject to your cookie preferences, we use the following analytics and advertising tools:

• Google Analytics 4;

• Google Tag Manager;

• Google Ads;

• Meta Pixel;

• Microsoft Clarity.

These tools may collect or receive information such as:

• Device and browser information;

• IP address;

• Cookie and advertising identifiers;

• Pages and products viewed;

• Website interactions;

• Referring source;

• Basket and checkout activity;

• Purchase and conversion information;

• Session activity;

• Approximate location;

• Advertising engagement.

We use this information to:

• Understand how visitors use the website;

• Measure traffic and sales performance;

• Improve website design and navigation;

• Identify technical problems;

• Analyse marketing performance;

• Measure advertising conversions;

• Build or measure advertising audiences;

• Display more relevant advertisements;

• Prevent repeated or irrelevant advertising;

• Understand customer journeys.

Non-essential analytics and advertising cookies or similar technologies will only be activated where you have provided the required consent.

You can accept, reject or manage these technologies through our cookie banner and privacy preference settings.

We may introduce additional analytics, testing, advertising or website-performance tools in the future. Before using any additional tool, we will assess its data-protection impact and update this Privacy Policy and our Cookie Policy where necessary.

6. Google Services

We use Google Analytics 4, Google Tag Manager and Google Ads.

Google Tag Manager helps us manage website tags. Depending on the tags configured through it, information may be sent to Google or other authorised service providers.

Google Analytics helps us understand website usage and performance.

Google Ads helps us measure advertising performance, attribute conversions and, where consent has been provided, support personalised or audience-based advertising.

Google’s services may process:

• Cookie and device identifiers;

• Website interaction information;

• Advertising interactions;

• Conversion information;

• IP-derived location and technical information.

Google tags must be configured to respect the user’s consent choices. Declining optional cookies may limit or prevent cookie-based analytics and advertising storage.

7. Meta Pixel

Where you provide the required consent, we use Meta Pixel to:

• Measure advertising performance;

• Understand whether Meta advertisements result in visits or purchases;

• Create advertising audiences;

• Display more relevant advertising;

• Improve campaign performance.

Meta may receive information about your device, browser, website activity, purchases and advertising interactions.

Meta may process the information it receives in accordance with its own privacy policies.

8. Microsoft Clarity

Where you provide the required consent, we may use Microsoft Clarity to understand how visitors interact with our website.

Clarity may help us analyse:

• Page navigation;

• Clicks and taps;

• Scrolling;

• Session behaviour;

• Technical or usability problems;

• General website engagement.

We use this information to improve usability, identify problems and optimise the customer experience.

We will configure the service to reduce unnecessary collection and to respect applicable consent choices.

9. Email and SMS Marketing Through Klaviyo

We use Klaviyo to manage email and SMS communications.

Where you have provided the necessary consent or another lawful basis applies, Klaviyo may process:

• Name;

• Email address;

• Telephone number;

• Marketing preferences;

• Subscription and unsubscribe status;

• Purchase history;

• Basket activity;

• Website browsing activity, where consented;

• Email opening and click activity;

• SMS delivery and engagement information;

• General location and device information.

We may use Klaviyo to send:

• Product announcements;

• Special offers;

• Discount codes;

• Boiler Lines news;

• Relevant product recommendations;

• Abandoned-basket reminders, where permitted;

• Customer surveys;

• Email and SMS marketing communications.

Consent for email marketing and SMS marketing is managed separately where required.

Providing your telephone number for an order does not automatically mean that you have consented to receive SMS marketing.

You may withdraw your marketing consent at any time by:

• Selecting the unsubscribe link in an email;

• Following the opt-out instructions in an SMS;

• Updating your marketing preferences;

• Contacting info@boilerlines.co.uk.

We may retain limited suppression information after you unsubscribe to ensure that further marketing is not sent to you.

Withdrawing consent will not stop necessary service communications relating to orders, payments, deliveries, returns, refunds, security or product safety.

10. Live Chat and Chatbot Services

We use live support and chatbot technology to assist visitors and customers.

When you use these services, we may collect:

• Your name;

• Contact details;

• Chat messages;

• Date and time of the conversation;

• Device and browser information;

• Order details you provide;

• Any documents, photographs or information you submit.

Chat information is used to:

• Respond to enquiries;

• Provide customer support;

• Resolve order problems;

• Improve support quality;

• Maintain security;

• Keep records of complaints or disputes.

We may use third-party technology providers to operate these services. These providers may process information only as required to provide their services to Boiler Lines.

Customers should not submit complete payment card details, passwords or unnecessary sensitive personal information through live chat or chatbot services.

11. Cookies and Similar Technologies

Our website uses cookies, pixels, tags, local storage and similar technologies.

Strictly necessary technologies

These are required for:

• Website security;

• Shopping basket operation;

• Checkout;

• Payment processing;

• Customer account authentication;

• Remembering privacy choices;

• Fraud prevention;

• Website stability and load balancing.

These technologies do not normally require consent where they are strictly necessary to provide a service requested by the user.

Analytics technologies

Analytics technologies help us measure traffic, website performance and visitor interactions.

These technologies will only be used where you provide consent when consent is required.

Advertising technologies

Advertising technologies may be used to:

• Measure advertising conversions;

• Build advertising audiences;

• Display more relevant advertising;

• Limit repeated advertisements;

• Understand advertising performance.

These technologies will only be activated where you have provided the required consent.

Managing your preferences

You can accept, reject or manage non-essential technologies through our cookie banner or privacy preference settings.

You may change or withdraw your consent at any time.

You may also manage cookies through your browser settings, although disabling certain technologies may affect website functionality.

More detailed information about individual cookies and their duration should be provided in our separate Cookie Policy or cookie preference panel.

12. Who We Share Personal Information With

We do not sell personal information.

We share information only where reasonably necessary to provide our services, operate our business, comply with legal obligations or protect our rights.

Shopify

Our website, customer accounts, checkout and ecommerce systems are operated through Shopify.

Shopify may process:

• Customer and account information;

• Order and transaction information;

• Device and website information;

• Checkout information;

• Support and security information.

Customers may request access to or deletion of qualifying Shopify-held information by contacting Boiler Lines.

Shopify Payments and Klarna

We share relevant payment, order, identity and transaction information with Shopify Payments, Klarna, banks and card networks to:

• Process payments;

• Assess payment eligibility;

• Prevent fraud;

• Issue refunds;

• Manage payment disputes;

• Meet legal and regulatory obligations.

Klarna may act as an independent controller for certain processing and may use information under its own privacy notice.

Google, Meta and Microsoft

Where you provide the required cookie consent, information may be shared with:

• Google in connection with Google Analytics, Google Tag Manager and Google Ads;

• Meta in connection with Meta Pixel;

• Microsoft in connection with Microsoft Clarity.

These providers may process information according to their own privacy documentation and service terms.

Klaviyo

Where applicable, customer, marketing, purchase and engagement information may be shared with Klaviyo to manage email and SMS communications.

Technology and support providers

We may use providers for:

• Website hosting;

• Data storage;

• Website security;

• Live chat;

• Chatbot services;

• Email delivery;

• SMS delivery;

• Cookie consent management;

• Fraud detection;

• Analytics;

• Advertising measurement;

• Accounting;

• Business administration.

Manufacturers, distributors and suppliers

Where reasonably necessary to resolve a product fault, warranty request, replacement or technical enquiry, we may share relevant information with a manufacturer, distributor or supplier.

Only information reasonably necessary to manage the issue will be shared.

Professional advisers

We may share information with accountants, auditors, insurers, solicitors and other professional advisers where necessary.

Government bodies and legal authorities

We may disclose information where required by law or necessary to:

• Comply with a court order;

• Respond to a regulator or public authority;

• Prevent or investigate fraud;

• Protect the rights or safety of Boiler Lines, customers or others;

• Establish, exercise or defend legal claims.

13. International Data Transfers

Some providers, including Shopify, Google, Meta, Microsoft, Klarna and Klaviyo, may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we seek to ensure that appropriate safeguards are used as required by UK data-protection law.

These safeguards may include:

• Transfers to countries recognised by the UK as providing adequate protection;

• The UK International Data Transfer Agreement;

• The UK Addendum to approved standard contractual clauses;

• Binding corporate rules;

• Other legally recognised safeguards.

You may contact us for further information about the safeguards relevant to your information.

14. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet legal, tax, accounting, fraud-prevention and dispute-resolution requirements.

Order, payment and accounting records

Order, invoice, payment, delivery, return and refund records may normally be retained for up to seven years for accounting, tax, contractual and legal purposes.

Customer account information

Customer account information is retained while the account remains active.

Where an account is closed, information may be deleted or anonymised unless it must be retained in connection with:

• An order;

• An accounting or tax obligation;

• Fraud prevention;

• A complaint or dispute;

• A legal claim.

Customer support records

Customer service, live-chat, chatbot, complaint, return and warranty records may normally be retained for up to six years after the relevant matter is resolved.

Marketing records

Marketing consent and preference records are retained while you remain subscribed and for a reasonable period afterwards so that we can demonstrate your choices.

Limited suppression records may be retained after you unsubscribe to prevent future unwanted marketing.

Analytics and advertising information

Retention periods vary depending on the technology, configuration and provider used.

Further information may be available through our Cookie Policy, cookie preference panel and the relevant provider’s privacy documentation.

Security and fraud records

Information may be retained for as long as reasonably necessary to investigate fraud, prevent repeated misuse, manage payment disputes or protect legal rights.

We may retain information for longer where:

• Required by law;

• Necessary for an ongoing complaint or dispute;

• Needed to investigate suspected fraud;

• Required to establish, exercise or defend legal claims.

When information is no longer required, it will be deleted, anonymised or securely disposed of.

15. How We Protect Personal Information

We use reasonable technical and organisational measures designed to protect personal information against:

• Unauthorised access;

• Accidental loss;

• Misuse;

• Alteration;

• Disclosure;

• Destruction.

These measures may include:

• Encrypted website connections;

• Access controls;

• Secure authentication;

• Payment-provider security controls;

• Restricted staff and provider access;

• Security monitoring;

• Data minimisation;

• Provider contracts;

• Staff procedures and training.

No internet transmission or data-storage system can be guaranteed to be completely secure.

You should protect your account credentials and contact us immediately if you believe your account or personal information has been compromised.

16. Your Data Protection Rights

Subject to applicable law and relevant exemptions, you may have the following rights.

Right to be informed

You have the right to clear information about how your personal information is used.

Right of access

You may request confirmation of whether we process your personal information and ask for a copy.

Right to rectification

You may ask us to correct inaccurate information or complete incomplete information.

Right to erasure

You may ask us to delete personal information in certain circumstances.

This right does not apply where we must retain information to meet legal obligations, prevent fraud, resolve a dispute or defend a legal claim.

Right to restrict processing

You may ask us to restrict the use of your information in certain circumstances.

Right to data portability

Where processing is based on consent or contract and carried out by automated means, you may have the right to receive certain information in a structured, commonly used and machine-readable format.

Right to object

You may object to processing based on legitimate interests in certain circumstances.

You have the right to object at any time to the use of your information for direct marketing.

Right to withdraw consent

Where processing is based on consent, you may withdraw consent at any time.

Withdrawal does not affect processing that occurred lawfully before consent was withdrawn.

Rights relating to automated decisions

You may have rights concerning decisions made solely through automated processing where they produce legal or similarly significant effects.

Payment providers such as Klarna may use automated assessment when providing payment services. Questions about Klarna’s own decision-making should also be directed to Klarna under its privacy procedures.

17. Exercising Your Rights

To exercise a data-protection right, contact:

Email: info@boilerlines.co.uk
Postal address: C/O Elstree Consultants Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN

Please explain your request and provide enough information for us to locate the relevant records.

We may request evidence of identity before completing the request. This helps prevent information from being disclosed to an unauthorised person.

We will normally respond without undue delay and within one month.

The response period may be extended where permitted by law if a request is complex or if multiple requests are received.

Requests are normally handled free of charge. However, where permitted by law, we may charge a reasonable fee or refuse a request that is manifestly unfounded or excessive.

18. Marketing Choices

You control whether you receive promotional email and SMS communications.

You can stop marketing communications at any time by:

• Selecting the unsubscribe link in an email;

• Following the opt-out instructions in an SMS;

• Updating your communication preferences;

• Contacting info@boilerlines.co.uk.

Marketing preferences do not affect necessary service communications concerning:

• Orders;

• Payments;

• Customer accounts;

• Deliveries;

• Returns;

• Refunds;

• Product safety;

• Security;

• Customer service enquiries.

19. Children’s Privacy

Our website and products are not directed at children.

We do not knowingly collect personal information from children for the purpose of selling boilers or heating products.

If you believe a child has provided personal information to us, contact info@boilerlines.co.uk so that we can review and, where appropriate, delete the information.

20. Product Reviews and Future Services

Boiler Lines does not currently operate a third-party product-review service.

We may introduce product reviews or other customer-feedback services in the future.

Before activating a service that collects or shares personal information, we will assess the relevant data processing and update this Privacy Policy where necessary.

Submitting a review will not be made a condition of receiving customer service or exercising statutory rights.

21. Third-Party Websites

Our website may contain links to websites and services operated by third parties.

We are not responsible for the privacy practices, security or content of third-party websites.

You should review the privacy information of any external website before providing personal information.

22. Changes to This Privacy Policy

We may update this Privacy Policy to reflect:

• Changes to our services;

• Changes to our technology;

• New analytics or advertising tools;

• Changes to service providers;

• Changes to data-retention practices;

• Legal or regulatory developments;

• Changes to how we process personal information.

The updated policy will be published on this page and the “Last updated” date will be amended.

Where a material change affects how we use personal information, we may provide an additional notice where appropriate.

23. Complaints

We encourage you to contact Boiler Lines first if you have a concern about how your personal information has been handled.

Contact us at:

Email: info@boilerlines.co.uk
Address: C/O Elstree Consultants Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN

You also have the right to complain to the UK data-protection regulator:

Information Commissioner’s Office

Information about submitting a complaint is available through the ICO’s official website.

You may contact the ICO directly at any time, although we would appreciate the opportunity to address your concern first.

24. Contact Us

For questions about this Privacy Policy or our use of personal information, contact:

DYS FORTEX LTD trading as Boiler Lines

Company number: 15246219
Registered office: C/O Elstree Consultants Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN
Email: info@boilerlines.co.uk
Website: boilerlines.co.uk