Heritage Apertures handles enquiries for timber windows and doors in Malta. Conversations may begin on the website or WhatsApp, move through estimate intake and guide price sharing, then continue into formal quotation, deposit, production, balance, transit, and completion stages.

Guide prices are indicative only. Formal quotations are reviewed internally and may change once dimensions, specification, hardware, finishes, freight, and site constraints are properly confirmed.

An order is not treated as confirmed until you approve the reviewed quotation and any required deposit has been requested and paid. Bespoke goods are prepared to your specification, so cancellation rights may be more limited than for standard off-the-shelf goods.

If a bespoke order is cancelled after production has started, the deposit will usually not be refundable. Once goods have been loaded for dispatch, or the final balance has become due under the agreed order stage, balance payments will usually not be refundable. This does not affect any mandatory consumer rights you may have if goods are defective, misdescribed, or otherwise not in conformity with the contract.

Our commercial warranty is intended to sit alongside your statutory rights: 5 years for varnish coating, hardware functionality, and glazing depressurization, and 10 years for frame stability against twisting or warping, subject to fair-use exclusions such as misuse, poor maintenance, unauthorized modification, third-party installation defects, or materially incorrect measurements supplied by you.

Deposits and balances are tracked against the order lifecycle. Payment links, reconciliation, and order state changes may be processed through Stripe and internal operations tooling.

Payment and accounting records may be retained after a deletion request where required by law or needed to document completed transactions, tax treatment, refunds, chargebacks, warranty support, or fraud prevention.

As part of our retention policy, we review stale enquiry data on a routine basis and automatically delete or anonymise older records that are no longer needed for quoting, support, or legal recordkeeping.

Heritage Apertures is operated by Vwizz Group LTD. We use personal data only to handle estimate requests, conversations, quotations, orders, payments, production updates, and customer support for customers in Malta and the wider EU. We do not sell personal data.

We aim to keep the data footprint narrow. Estimate-stage enquiries are designed to collect only the information reasonably needed to prepare a guide price, continue the conversation, and support a later formal quotation request if you choose to proceed.

What you may share with us

• Contact details such as your name, phone number, email address, and any follow-up details you choose to share with us.
• Estimate-stage project details such as property type, opening counts, approximate dimensions, timber, finish, glazing, timing, and other information needed for a guide price and formal quotation follow-up.
• Conversation history from WhatsApp, website chat, estimate requests, support questions, and internal review notes linked to your enquiry.
• Uploaded media such as opening photos, facade references, design references, or measurement sketches you share for quoting.
• Operational data such as visitor or session identifiers, browser language, timezone, approximate location derived from request headers, guide-price status, formal-quotation status, order status, and payment state.

How we use it

• Prepare preliminary estimates, guide prices, formal quotation follow-up, and order support.
• Continue customer conversations across WhatsApp, web chat, phone, and email.
• Track enquiries, deposits, balances, production, transit, completion, and customer support in the admin system.
• Maintain a basic audit trail, keep service records accurate, and protect the service against abuse, fraud, or misuse.

Processors and tools

• Supabase for application data storage and authentication.
• OpenAI for AI-assisted conversation handling and structured estimate intake.
• Meta WhatsApp Business Platform for WhatsApp messaging.
• Stripe for payment links, deposits, balances, and payment event reconciliation.
• SignWell for document signing workflows when agreement or approval documents are issued.

Your choices

• You can ask for access to the personal data we hold about you.
• You can ask us to correct inaccurate information.
• You can ask us to delete or anonymise data that we no longer need, subject to legal retention duties.
• You can object to certain operational uses of your data or ask us to restrict processing in appropriate cases.
• If you are unhappy with how we handle your data, you can contact us first and you may also complain to the Malta Information and Data Protection Commissioner.

How long we keep information

• Visitor and session identifiers are kept for a short operational period, typically up to 90 days.
• Unconverted enquiries, chat history, and customer-supplied guide-price or quotation materials are reviewed monthly and are normally deleted or anonymised after 12 months without meaningful activity.
• Active order, support, payment, and fulfilment records are kept for the duration of the order lifecycle and then retained only for as long as needed for warranty, accounting, tax, fraud-prevention, or legal recordkeeping purposes.
• Invoices, payment records, signed agreements, and other formal commercial records may be retained for up to 10 years where required or reasonably necessary.
• When deletion is requested, customer-facing enquiry and conversation data should be removed or anonymised unless retention is still legally required.

If you want us to delete your data, follow the steps below. This page is the deletion instructions URL that can be shared with Meta, WhatsApp, and customers directly.

What will be deleted

• enquiry records and preliminary guide-price notes
• AI and human conversation history
• uploaded photos, sketches, and supporting files
• visitor and session identifiers linked to the requester
• related AI usage records and routine webhook/message processing records where they are no longer needed

What may be retained

• payment, invoice, and accounting records required by law
• signed agreements and formal commercial records that must be retained for tax, warranty, fraud-prevention, or legal defence reasons
• limited operational audit or security logs needed to document lawful processing or defend legal claims

For a cleaner public URL, the same instructions are also available at /data-deletion.

If you need privacy, deletion, guide-price, formal-quotation, order, or payment support, just call +356 9902 6100 or use the support email below.

For privacy rights requests, use the privacy email below.

If you think we have handled your data improperly, you can also complain to the Malta Information and Data Protection Commissioner.