Privacy Policy

Last updated: 4 August 2026

1. About this Privacy Policy

This Privacy Policy explains how Exactum Ltd collects, uses, stores and shares personal information.

Exactum Ltd is the data controller responsible for the personal information described in this policy.

Company name: Exactum Ltd
Company number: 16331268
Registered office: 7–8 Britannia Business Park, Comet Way, Southend-on-Sea, Essex, United Kingdom, SS2 6GE
Correspondence address: Cactus House, 30 Foregate Street, Worcester, WR1 1DS
Telephone: 0800 028 0695
Email: info@exactum.co.uk

This policy applies when you:

  • visit the Exactum website;
  • contact us by telephone, email or website form;
  • ask us for advice, a quotation or further information;
  • order a desktop report, site survey, virtual tour or another service;
  • act on behalf of a business, broker, landlord, managing agent or other organisation;
  • receive communications from us; or
  • otherwise interact with Exactum.

2. Personal information we collect

The personal information we collect depends on how you interact with us and the service you request.

Identity and contact information

This may include your:

  • name;
  • job title;
  • employer or organisation;
  • postal address;
  • email address; and
  • telephone number.

Property and service information

This may include:

  • the address of the property being assessed;
  • property type, size, age and construction details;
  • occupancy and use information;
  • photographs, videos, virtual tours, plans, measurements and survey information;
  • information relevant to calculating a property’s reinstatement or rebuild cost;
  • details of the service or report requested; and
  • information you provide about your insurer, insurance broker, managing agent or property portfolio.

Some property information may relate to a property that you do not personally own or occupy. You should only provide personal information about another person where you are authorised to do so.

Order, transaction and payment information

This may include:

  • services ordered;
  • quotation and invoice information;
  • payment status;
  • billing address;
  • transaction references;
  • refund information; and
  • correspondence relating to an order or payment.

Online card payments may be processed by Stripe or another approved payment provider. Exactum does not normally receive or store your complete payment card number. The payment provider may provide us with a transaction reference, payment status and limited billing information.

Communications

This may include:

  • emails and letters;
  • information submitted through website forms;
  • telephone call notes;
  • requests, complaints and feedback;
  • customer service records; and
  • other communications with you.

Technical and website information

When you use our website, we may collect:

  • your IP address;
  • browser and device type;
  • operating system;
  • approximate location derived from your IP address;
  • pages visited;
  • links selected;
  • referral source;
  • the date, time and duration of visits;
  • website errors and performance information;
  • cookie and consent preferences; and
  • advertising identifiers and information about interactions with our advertisements.

Further information is available in our Cookie Policy.

Marketing information

This may include:

  • whether you have agreed to receive marketing;
  • your communication preferences;
  • whether you have opened or interacted with a communication, where tracking is used;
  • your relationship with Exactum; and
  • records of marketing preferences, objections and opt-outs.

Business and professional information

Where you contact us in a professional capacity, we may collect information about:

  • your organisation;
  • your role;
  • the services in which your organisation is interested;
  • broker, managing agent, supplier or professional relationships; and
  • previous professional communications or transactions with Exactum.

3. How we collect personal information

We may collect personal information:

  • directly from you;
  • through the Exactum website;
  • when you telephone or email us;
  • when you order or pay for a service;
  • when you complete an enquiry, quotation or order form;
  • during a property survey or inspection;
  • from an insurance broker, managing agent, landlord, property owner or other authorised representative;
  • from Independent Loss Adjusters Ltd or another appropriate referral partner;
  • from surveyors, contractors and other service providers working on our behalf;
  • from publicly available property and company records;
  • from licensed property, mapping, construction cost and valuation data providers; and
  • automatically through cookies, tags and similar website technologies.

Where another person or organisation provides your personal information to us, they should have the authority and an appropriate lawful basis to do so.

4. How and why we use personal information

We only use personal information where we have an appropriate lawful basis.

Responding to enquiries and preparing quotations

We use relevant identity, contact, property and service information to:

  • respond to questions;
  • understand your requirements;
  • recommend a suitable service;
  • provide a quotation; and
  • take steps before entering into a contract.

Our lawful bases are taking steps at your request before entering into a contract and our legitimate interest in responding to business enquiries.

Providing reports, surveys and other services

We use personal information to:

  • arrange desktop assessments and site surveys;
  • research the relevant property;
  • contact property owners, occupiers or authorised representatives;
  • prepare rebuild cost assessments and other reports;
  • provide virtual tours and related property records where instructed;
  • deliver completed services;
  • provide customer support; and
  • manage amendments, questions or follow-up work.

Our lawful bases are performing our contract with you and our legitimate interest in delivering services efficiently.

Processing payments and administering orders

We use order, transaction and payment information to:

  • take and confirm payments;
  • issue invoices and receipts;
  • process refunds;
  • maintain accounting records; and
  • investigate disputed or potentially fraudulent transactions.

Our lawful bases are performing our contract, complying with legal obligations and our legitimate interest in protecting Exactum against fraud and payment disputes.

Managing our business and customer relationships

We use personal information to:

  • maintain customer and business records;
  • manage ongoing professional relationships;
  • respond to feedback or complaints;
  • improve internal processes;
  • train and support our staff;
  • plan resources and service delivery; and
  • establish, exercise or defend legal claims.

Our lawful bases are performing our contracts, complying with legal obligations and our legitimate interests in operating and protecting our business.

Protecting our website and systems

We may use technical and usage information to:

  • maintain website and system security;
  • detect suspicious activity;
  • prevent fraud, misuse or unauthorised access;
  • diagnose technical problems; and
  • maintain service availability.

Our lawful bases are our legitimate interests in protecting our website, business and customers and, where applicable, compliance with legal obligations.

Analytics and website improvement

Where the required consent has been provided, we may use Google Analytics and similar services to understand:

  • how visitors find our website;
  • which pages and services are used;
  • how visitors move around the website;
  • whether website functions are working correctly; and
  • how the website and customer journey could be improved.

The use of non-essential analytics cookies and similar technologies is based on your consent. You can change your choice through our Cookie Settings tool.

Google Ads measurement

Where you have consented to advertising cookies and related technologies, we may use Google Ads conversion tracking to understand whether someone who has interacted with an Exactum advertisement later completes an action on our website.

A conversion may include:

  • submitting an enquiry;
  • requesting a quotation;
  • ordering a report or survey;
  • completing a purchase;
  • selecting a telephone or email link; or
  • reaching another page that indicates a meaningful enquiry or transaction.

Information processed for this purpose may include:

  • your IP address;
  • browser and device information;
  • the page visited;
  • the date and time of the interaction;
  • advertising click identifiers such as GCLID, GBRAID or WBRAID;
  • referral information;
  • cookie and consent information;
  • the type of conversion completed; and
  • limited transaction information, such as an order value, where configured.

This information helps us measure campaign performance, attribute enquiries and orders to the appropriate advertisement, prevent advertising fraud and use our advertising budget more effectively.

Google Ads advertising cookies and related storage technologies are not used unless the required consent has been provided.

We may also use Google Ads audience or remarketing features where these have been enabled and you have consented to advertising cookies. These features may allow Google to show Exactum advertisements to people who have previously visited our website. They do not provide Exactum with the identity of individual website visitors.

Google may process this information in accordance with the Google Privacy Policy.

Marketing communications

We may use your contact details to send relevant information about Exactum’s services where:

  • you have consented;
  • the communication is permitted under the customer soft opt-in provisions; or
  • the communication is sent to an appropriate business contact and our legitimate interests apply.

Where we rely on the soft opt-in, the marketing will relate to services similar to those you previously purchased or asked us about, and you will have been given a clear opportunity to opt out.

Every electronic marketing communication will provide a straightforward way to unsubscribe.

You can object to direct marketing at any time by:

We may retain a limited suppression record after you unsubscribe so that we can respect your preference and avoid contacting you again for marketing.

Legal and regulatory requirements

We may use and disclose personal information where necessary to:

  • comply with legal, tax, accounting, regulatory or professional requirements;
  • respond to lawful requests from public authorities;
  • protect the rights, property or safety of Exactum or another person; and
  • establish, exercise or defend legal claims.

The lawful bases may include compliance with a legal obligation and our legitimate interests in protecting the business.

5. Our legitimate interests

Where we rely on legitimate interests, these may include:

  • responding to enquiries;
  • managing customer and professional relationships;
  • operating and improving our services;
  • administering our business;
  • protecting our systems and preventing fraud;
  • maintaining accurate records;
  • understanding business performance;
  • promoting relevant services to appropriate business contacts; and
  • establishing or defending legal rights.

We consider whether our interests are proportionate and whether the proposed use could unfairly affect your privacy rights before relying on this basis.

6. Who we share personal information with

Exactum service providers

We may share personal information with:

  • surveyors and other property professionals;
  • IT support and cybersecurity providers;
  • website hosting and maintenance providers;
  • customer relationship management and business software providers;
  • cloud storage and document-management providers;
  • email and communications providers;
  • payment processors, including Stripe;
  • accounting and bookkeeping providers;
  • analytics and advertising providers, including Google;
  • professional advisers, including legal advisers, accountants and insurers; and
  • contractors helping us provide the requested service.

These providers should only receive the information reasonably necessary to perform their role.

Independent Loss Adjusters and referral partners

Where relevant to an enquiry or requested service, we may share appropriate information with Independent Loss Adjusters Ltd or another suitable referral partner.

We will only do so where there is an appropriate reason and lawful basis, such as:

  • handling a referral;
  • providing a related service you have requested;
  • arranging suitable specialist support;
  • fulfilling a contract; or
  • obtaining your permission.

Depending on the circumstances, the receiving organisation may act as a separate data controller and provide its own privacy information.

Authorities and professional bodies

We may disclose information to:

  • courts and tribunals;
  • law enforcement organisations;
  • tax authorities;
  • regulators;
  • professional bodies; and
  • other public authorities where required or permitted by law.

Business transfers

If Exactum is involved in a restructuring, merger, acquisition, investment or sale, relevant personal information may be disclosed to professional advisers, potential purchasers and successor organisations, subject to appropriate confidentiality and data-protection safeguards.

We do not sell personal information to third parties.

7. International transfers

Some of our service providers, including Google, Stripe and certain technology providers, may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we use appropriate safeguards where required. These may include:

  • transfers to countries covered by UK adequacy regulations;
  • the UK International Data Transfer Agreement;
  • the UK Addendum to approved standard contractual clauses; or
  • another lawful transfer mechanism.

You can contact us for further information about the safeguards applied to a particular transfer.

8. How long we keep personal information

We keep personal information only for as long as reasonably necessary.

Our usual retention periods are:

  • General enquiries: normally up to 24 months after the last meaningful contact.
  • Quotations that do not proceed: normally up to 24 months, unless a longer period is needed for a dispute, complaint or legal reason.
  • Customer, report, survey and transaction records: normally up to seven years after the service is completed or the relationship ends.
  • Accounting and payment records: normally up to seven years or for another period required by tax and accounting law.
  • Complaints and legal claims: for as long as necessary to handle the matter and any applicable limitation period.
  • Marketing records: until you withdraw consent or object, subject to retaining a minimal suppression record.
  • Website analytics and advertising information: according to our cookie settings, provider controls and the periods described in our Cookie Policy.
  • Cookie consent records: for as long as reasonably necessary to demonstrate and respect your preferences.

We may retain information for longer where required by law or where it is needed in connection with an ongoing dispute, investigation or legal claim.

9. Security

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

  • unauthorised access;
  • loss;
  • misuse;
  • alteration;
  • disclosure; and
  • destruction.

Access to personal information is restricted to people who reasonably need it for their role.

No online or electronic system is completely secure. You should avoid sending unnecessary confidential or sensitive information through an ordinary website form or unencrypted email.

10. Your data-protection rights

Depending on the circumstances, you may have the right to:

  • ask for access to your personal information;
  • ask us to correct inaccurate or incomplete information;
  • ask us to delete your information;
  • ask us to restrict how we use your information;
  • object to particular uses of your information;
  • receive certain information in a portable format;
  • withdraw consent where processing is based on consent; and
  • complain about how we use your information.

These rights are subject to legal conditions and exemptions.

To exercise a right, email info@exactum.co.uk. We may need to confirm your identity before responding.

You will not normally have to pay a fee. However, the law may allow us to charge a reasonable fee or refuse a request where it is manifestly unfounded or excessive.

11. Your right to object

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

You may also object where we rely on legitimate interests. If you do, we will stop the relevant processing unless we have compelling legitimate grounds to continue or the information is needed to establish, exercise or defend legal claims.

You can object by emailing info@exactum.co.uk.

12. Withdrawing consent and changing cookie preferences

Where we rely on consent, you can withdraw it at any time.

Withdrawing consent will not affect processing that was lawful before it was withdrawn.

You can change your website cookie choices through the Cookie Settings link available on our website. You can also withdraw marketing consent by using the unsubscribe option in our emails or contacting us.

13. Automated decision-making

Exactum does not normally make decisions about customers using solely automated processing where the decision would have a legal or similarly significant effect.

Google and other advertising providers may use automated systems to measure, model, select or deliver advertisements. This does not result in Exactum making a legally significant decision about you.

14. Children’s information

Exactum’s website and services are not directed at children, and we do not knowingly collect personal information directly from children without an appropriate reason.

If you believe that a child has provided personal information to us, please contact us.

15. Data-protection complaints

You have the right to complain if you believe we have not handled your personal information properly.

Please send your complaint to:

Email: info@exactum.co.uk
Post: Exactum Ltd, Cactus House, 30 Foregate Street, Worcester, WR1 1DS

Please include enough information for us to understand and investigate your concern.

We will acknowledge a data-protection complaint within 30 days of receiving it. We will take appropriate steps to investigate the matter without undue delay, keep you informed where necessary and explain the outcome.

You also have the right to complain to the Information Commissioner’s Office.

We would appreciate the opportunity to address your concerns directly before you contact the Information Commissioner’s Office.

16. Third-party websites

Our website may contain links to websites operated by other organisations.

Exactum is not responsible for the content, security or privacy practices of those websites. You should review the privacy information provided by the relevant website operator.

17. Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes to:

  • our services;
  • the technologies we use;
  • our advertising and analytics arrangements;
  • our suppliers; or
  • legal and regulatory requirements.

The latest version will be published on this page with an updated revision date.

18. Contacting us

For questions about this Privacy Policy or how Exactum uses personal information, contact:

Exactum Ltd
Cactus House
30 Foregate Street
Worcester
WR1 1DS

Email: info@exactum.co.uk
Telephone: 0800 028 0695