Privacy Policy - Cleaners Hepherdsbush

This Privacy Policy explains how Cleaners Hepherdsbush collects, uses, shares, stores, and protects personal data. It applies to all Cleaners Hepherdsbush customers in the area and to any person who uses our services, makes an enquiry, receives a quote, books a cleaning service, or otherwise interacts with us. We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK GDPR and the Data Protection Act 2018.

Last updated: This policy may be updated from time to time to reflect changes in our services, legal duties, or data protection practices. We encourage you to review it regularly.

1. Who We Are

Cleaners Hepherdsbush provides domestic and commercial cleaning services. For the purposes of data protection law, we act as the data controller for the personal data we collect and use in relation to our services. This means we decide how and why your personal data is processed.

2. Personal Data We Collect

We only collect personal data that is necessary for the services we provide, for running our business efficiently, and for meeting legal obligations. Depending on your interaction with us, we may collect the following categories of data:

Identity data: name, title, and any relevant account or booking identifiers.
Contact data: address, email address, telephone number, and service location details.
Service data: booking history, service preferences, notes about access arrangements, cleaning instructions, and records of completed services.
Payment data: payment status, transaction references, billing details, and limited financial information necessary to process payments.
Communication data: messages, emails, call notes, feedback, complaints, and service requests.
Technical data: basic information generated when you use our online systems, such as IP address, browser type, and device information where relevant.
Special category data: in normal circumstances, we do not intentionally collect special category data. If such information is incidentally provided by you, we will only process it where there is a lawful basis and appropriate safeguards in place.

We do not collect more information than is necessary. If you choose not to provide certain data, we may be unable to deliver some or all of our services properly.

3. How We Collect Personal Data

We may collect personal data directly from you when you:

request a quote or make an enquiry;
book or use our cleaning services;
communicate with us by phone, email, text, or online forms;
submit complaints, feedback, or service requests;
complete payment or billing arrangements;
provide access instructions or service preferences.

We may also receive data indirectly from:

payment providers or accounting systems;
booking or scheduling tools;
property managers, landlords, or other authorised representatives;
publicly available sources where relevant and lawful.

4. How We Use Your Data

We process personal data only for specific, legitimate purposes. These include:

managing enquiries and quotations;
providing cleaning services and arranging appointments;
processing payments and maintaining accounts;
communicating with customers about bookings, service updates, and queries;
responding to complaints and resolving issues;
maintaining internal records and business administration;
meeting legal, tax, accounting, and regulatory obligations;
improving our services and customer experience;
protecting our business, staff, customers, and property from fraud, abuse, or misuse.

We will never use your personal data for purposes that are incompatible with the reasons it was collected unless we have a lawful basis to do so.

5. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. Cleaners Hepherdsbush relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes handling bookings, delivering cleaning services, issuing invoices, and communicating about service arrangements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and those interests are not overridden by your rights and freedoms. This includes managing our business efficiently, improving services, maintaining records, preventing fraud, and handling customer communications.

Legal Obligation

We process personal data where needed to comply with legal or regulatory duties, such as accounting, tax, insurance, and record-keeping requirements.

Consent

In limited situations, we may rely on consent, for example for certain optional communications or where it is the most appropriate basis. When we rely on consent, you may withdraw it at any time. Withdrawal of consent will not affect processing carried out before the withdrawal.

6. Sharing and Processors

We may share personal data with trusted third parties who assist us in running our business. These parties act as processors or, in some cases, independent controllers. We require appropriate contractual protections and only share the minimum data needed for the relevant purpose.

Examples of processors may include:

Payment processors to handle card or electronic payments;
Accounting and bookkeeping providers to support financial administration;
IT and cloud storage providers to securely host data and systems;
Booking and scheduling tools to manage appointments and service records;
Customer communication tools to send service-related messages;
Professional advisers such as accountants, insurers, or legal advisers where necessary;
Public authorities where required by law.

We do not sell personal data. If data is transferred outside the UK, we will ensure appropriate safeguards are in place in line with applicable data protection law.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, or reporting requirements. Retention periods depend on the type of data and the reason for processing.

Booking and service records: retained for a period necessary to manage customer relationships and maintain accurate business records.
Financial and tax records: retained for the legally required period.
Complaint and correspondence records: retained for as long as needed to resolve issues and demonstrate compliance.
Technical records: retained for limited periods for security, diagnostics, and system administration.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. Retention is reviewed periodically to ensure we do not keep data longer than necessary.

8. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and limiting access to data on a need-to-know basis. While we work hard to protect all information, no system can be guaranteed completely secure.

9. Your Rights

As a data subject, you have rights under data protection law. Depending on the circumstances, these may include:

Right of access: to ask for a copy of the personal data we hold about you;
Right to rectification: to request correction of inaccurate or incomplete data;
Right to erasure: to ask us to delete your data in certain situations;
Right to restriction: to request limited use of your data in certain circumstances;
Right to object: to object to processing based on legitimate interests or direct marketing;
Right to data portability: to receive certain data in a structured, commonly used format;
Right to withdraw consent: where processing is based on consent;
Right to complain: to raise concerns with the Information Commissioner’s Office if you believe your rights have been infringed.

We will respond to valid requests within the timeframe required by law. In some cases, we may need to verify your identity before acting on a request.

10. Children’s Data

Our services are not intended for children acting on their own behalf. We do not knowingly collect personal data from children except where necessary and appropriate in connection with a household booking arranged by an adult or authorised person.

11. Automated Decision-Making

We do not make decisions about customers based solely on automated processing in a way that produces legal or similarly significant effects. If this changes, we will update this policy and explain the relevant safeguards.

12. Changes to This Policy

We may amend this Privacy Policy from time to time. Any changes will be reflected in an updated version of the policy. Continued use of our services after changes take effect indicates that you have reviewed the revised policy.

13. Summary of Our Commitment

Cleaners Hepherdsbush is committed to protecting privacy and handling personal data responsibly. We collect only what we need, use it for clear and lawful purposes, keep it only for as long as necessary, and share it only with trusted processors or where required by law. We respect your rights and aim to process all personal information in a transparent, secure, and lawful manner.