Privacy Policy - Cleaners Roehampton

This Privacy Policy explains how Cleaners Roehampton collects, uses, stores, and protects personal data. It applies to all Cleaners Roehampton customers in the area, including individuals who enquire about, book, or receive cleaning services from 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.

1. Who This Policy Applies To

This policy applies to current and prospective customers, household occupants, service recipients, and any person who communicates with us in connection with our cleaning services. It also applies where we process data relating to service appointments, billing, complaints, feedback, or service updates.

By using our services or interacting with us, you acknowledge that your personal data may be processed as described in this policy.

2. Personal Data We Collect

We collect only the personal data that is necessary to provide and manage our services effectively. The data we may collect includes:

• Identity data: name, title, and any relevant identification details required for service arrangements.
• Contact data: address, email address, telephone number, and preferred communication details.
• Service data: booking details, service preferences, property access instructions, and cleaning instructions.
• Payment data: payment method information, transaction records, invoices, and payment status.
• Communication data: messages, complaint details, feedback, and correspondence records.
• Technical data: limited information such as IP address or device details when you interact with our digital systems, where applicable.

We do not intentionally collect special category data unless it is necessary and you have provided it, or unless another lawful basis applies. If you voluntarily provide information that may be sensitive, we will treat it with additional care and only use it for the specific purpose for which it was shared.

3. How We Use Your Data

We use personal data for the following purposes:

• to manage enquiries and respond to service requests;
• to arrange, deliver, and improve cleaning services;
• to process payments, refunds, and invoices;
• to communicate appointment information, service changes, and updates;
• to keep records for administrative, financial, and legal purposes;
• to handle complaints, disputes, and customer support matters;
• to comply with applicable legal, regulatory, and tax obligations;
• to protect against fraud, misuse, or unlawful activity.

We only use your personal data where it is relevant, necessary, and proportionate to the purpose for which it was collected.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the context, we rely on the following lawful bases:

Contract

We process personal data when it is necessary to take steps at your request before entering into a contract or to perform our contract with you. This includes managing bookings, providing cleaning services, and processing payments.

Legal Obligation

We may process data to comply with legal requirements, including tax, accounting, record-keeping, and regulatory obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. This may include service administration, record maintenance, fraud prevention, and internal quality control.

Consent

Where required, we rely on your consent, for example for certain optional communications or the use of non-essential information. You may withdraw consent at any time where consent is the lawful basis, without affecting the lawfulness of processing carried out before withdrawal.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting, or reporting requirements. Retention periods may vary depending on the nature of the information and our obligations.

In general:

• booking and service records are kept for a reasonable period after the service has ended;
• billing and transaction records are retained for the period required by financial and tax laws;
• correspondence and complaint records are stored for as long as needed to resolve issues and maintain evidence of service;
• data held on the basis of consent will be retained only until consent is withdrawn or it is no longer needed for the stated purpose.

When personal data is no longer required, we will securely delete, anonymise, or destroy it in a controlled manner.

6. Processors and Third Parties

We may share personal data with trusted processors and service providers who process data on our behalf and under our instructions. These may include:

• payment processing providers;
• accounting and invoicing services;
• IT and cloud storage providers;
• customer administration or communication tools;
• professional advisers such as accountants or legal advisers where necessary.

All processors are required to protect personal data, use it only for specified purposes, and comply with applicable data protection law. We do not sell personal data. Where personal data is shared with third parties outside the processor relationship, we will only do so where there is a lawful basis and where appropriate safeguards are in place.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, confidentiality obligations, and periodic review of our data handling practices.

While we aim to protect your data, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we will act promptly and responsibly if we become aware of any personal data incident.

8. Your Rights

Under data protection law, you have rights relating to your personal data. These rights may include:

• Right of access - to request a copy of the personal data we hold about you;
• Right to rectification - to ask us to correct inaccurate or incomplete data;
• Right to erasure - to request deletion of your data where legally applicable;
• Right to restriction - to ask us to limit how we use 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 where applicable;
• Right to withdraw consent - where processing is based on consent;
• Right to complain - to the Information Commissioner's Office if you believe your rights have been infringed.

Some rights apply only in certain circumstances and may be subject to legal exceptions. We will assess every request carefully and respond within the timeframe required by law.

9. How We Handle Children’s Data

Our services are generally intended for adults responsible for arranging cleaning services. We do not knowingly collect data from children unless it is incidental to providing services in a household setting and only where necessary. If we become aware that we have collected data unlawfully or without appropriate justification, we will take steps to delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any revised version will apply from the date it is made available. We encourage customers to review this policy periodically so they remain informed about how their information is used.

11. Our Commitment

Cleaners Roehampton is committed to respecting your privacy and handling personal data responsibly. We process data only for clear and legitimate purposes, retain it only as long as necessary, and apply safeguards to protect it throughout its lifecycle.

For customers in the Roehampton area, this policy forms part of our commitment to transparent, secure, and lawful data processing. If you continue to use our services, you do so with the understanding that your personal data will be handled in accordance with this policy and applicable law.

This policy is intended to provide a clear and practical explanation of how we process personal information in connection with our cleaning services.