Privacy Policy - Cleaners Clapham

This Privacy Policy explains how Cleaners Clapham collects, uses, stores, shares, and protects personal data. It applies to all Cleaners Clapham customers in the area, including individuals who request, book, receive, or enquire about our cleaning services. We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that we may process personal data as described in this Policy. We only collect information that is necessary for operating our services, managing bookings, meeting legal obligations, and improving customer experience. We do not sell personal data.

1. Personal Data We Collect

We may collect and process the following types of personal information:

• Identity details such as name, title, and any preferences you share with us.
• Contact details such as telephone number, email address, and service address.
• Booking information such as service type, appointment dates, access instructions, and cleaning preferences.
• Payment-related information such as payment confirmation, transaction references, billing records, and limited financial details necessary to process payments.
• Communication records including messages, complaints, feedback, and service requests.
• Technical and usage data where applicable, such as IP address, device information, and basic interaction data from our systems.
• Service history including previous bookings, recurring appointments, and records of completed work.

We may also receive data from third parties, for example when a household member, landlord, tenant, property manager, or another authorised person arranges cleaning services on your behalf. In such cases, we process the minimum data required to deliver the service responsibly.

2. How We Use Personal Data

We use personal data for the following purposes:

• to respond to enquiries and provide quotations;
• to manage bookings, rescheduling, cancellations, and service delivery;
• to communicate with customers about appointments, access, and service updates;
• to process payments and maintain accounting records;
• to handle complaints, feedback, and service improvement;
• to protect against fraud, misuse, or unauthorised access;
• to comply with legal, tax, insurance, and regulatory obligations;
• to maintain internal records and service quality standards.

We only use personal information for the purpose for which it was collected, unless we reasonably determine that a compatible new purpose is lawful and appropriate.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. We rely on one or more of the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes arranging services, confirming bookings, delivering cleaning work, and managing payments.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. Examples include improving service quality, managing customer relationships, preventing fraud, and maintaining business records.

Legal Obligation

We process data where needed to comply with legal obligations, including tax, accounting, insurance, safeguarding, and regulatory requirements.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily provide optional information or agree to certain types of communication. Where consent is used, you can withdraw it at any time.

4. Data Sharing and Processors

We may share personal data only where necessary and proportionate. We use trusted third-party processors that assist us in providing services and operating our business. These may include:

• payment service providers;
• booking and scheduling system providers;
• email, messaging, and communication service providers;
• IT hosting, cloud storage, and software providers;
• accounting and record-keeping providers;
• professional advisers such as insurers, auditors, or legal advisers when necessary.

All processors are required to handle personal data securely, follow our instructions, and act only for the agreed purpose. We do not allow processors to use your data for their own independent purposes.

We may also disclose personal data if required by law, court order, regulatory authority, or to protect the rights, property, or safety of our business, customers, employees, or others.

5. International Transfers

Where any processor stores or accesses data outside the UK, we will take appropriate steps to ensure that your personal data receives a level of protection that is essentially equivalent to that provided under UK data protection law. This may include using approved contractual safeguards and assessing the risks of transfer.

6. 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, and reporting requirements. Retention periods depend on the type of information and the reason it is held.

• Customer and booking records are generally retained for as long as needed to manage the service relationship and handle follow-up issues.
• Payment and invoice records are retained for the period required by tax and accounting rules.
• Communication records may be retained for a reasonable period to resolve queries, document agreements, and improve service quality.
• Complaint and dispute records may be retained longer where necessary to defend legal claims or comply with legal duties.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

7. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and regular review of our data handling practices.

While we take reasonable steps to safeguard your information, no system can be guaranteed completely secure. We therefore encourage customers to share only the information necessary for service delivery.

8. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Subject to legal conditions and exceptions, you may have the right to:

• access the personal data we hold about you;
• rectify inaccurate or incomplete data;
• erase your personal data in certain circumstances;
• restrict how we process your data in certain situations;
• object to processing based on legitimate interests or direct marketing;
• data portability for information you provided to us, where applicable;
• withdraw consent where we rely on consent for processing;
• complain to the relevant supervisory authority if you believe your rights have been infringed.

We will respond to valid rights requests within the time limits required by law. In some cases, we may need to verify your identity before fulfilling a request to protect your personal data.

9. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children except where it is incidental to providing services in a household context and only to the extent necessary. If we become aware that we have collected data unlawfully, we will take appropriate steps to delete it.

10. Automated Decision-Making

We do not use personal data for decisions based solely on automated processing that produce legal or similarly significant effects. Any decisions relating to bookings, service delivery, or customer support involve human oversight where appropriate.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. Any updated version will apply from the date it is published. We encourage customers to review this Policy periodically so they remain informed about how their data is handled.

12. Our Commitment to Privacy

Cleaners Clapham is committed to processing personal data responsibly and respectfully. We aim to keep information accurate, secure, and limited to what is necessary. We also aim to ensure that all customers in the area can rely on clear and lawful handling of their data. If you provide us with personal information, we will treat it in accordance with this Policy and applicable data protection laws.

This Privacy Policy applies to all Cleaners Clapham customers in the area.