Privacy Policy - Cleaners W12

This Privacy Policy explains how Cleaners W12 collects, uses, stores, shares, and protects personal data belonging to our customers in the W12 area. It applies to all Cleaners W12 customers in the area, whether services are booked once, scheduled regularly, or requested through any communication channel. We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our cleaning services, you acknowledge that your information may be processed as described in this policy. We aim to keep this notice clear and easy to understand, so you can confidently see what data we use, why we use it, and what choices you have.

1. Information We Collect

We only collect personal data that is necessary for providing cleaning services, managing customer relationships, meeting legal obligations, and improving our service quality. The categories of information we may collect include:

Identity details such as your name and any preferred title.
Contact details such as your telephone number and email address.
Service details such as your address in the W12 area, booking instructions, property access notes, cleaning preferences, and schedule requirements.
Payment-related information where needed for invoicing, billing, refunds, and record-keeping. We do not usually store full payment card details if payments are processed securely by a third-party provider.
Communication records including emails, messages, complaints, feedback, and notes relating to your service requests.
Technical information if you contact us digitally, such as device or browser information that may be collected by systems used to secure and operate our services.

We do not intentionally collect special category data unless you choose to provide it to us for a specific service reason. If such information is shared, we will only process it where there is a valid lawful basis and where doing so is necessary and appropriate.

2. How We Use Personal Data

We use personal data for the following purposes:

To manage bookings and provide cleaning services.
To contact you about appointments, changes, or service updates.
To record preferences and instructions relevant to your property and service delivery.
To process payments, create invoices, and manage accounts.
To handle complaints, service issues, and follow-up actions.
To comply with legal, tax, insurance, and regulatory obligations.
To improve our services, customer experience, and internal operations.
To protect against fraud, misuse, or unauthorised access.

We will only use your data for the purposes for which it was collected, unless we reasonably determine that it is necessary for a compatible purpose and permitted by law.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of personal data processing. Cleaners W12 relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, delivering cleaning services, managing service changes, and handling payment administration.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include service improvement, internal administration, responding to customer enquiries, maintaining records, preventing fraud, and ensuring the proper running of our operations.

Legal Obligation

We may process and retain certain information when required to meet legal or regulatory obligations, such as accounting, tax, dispute handling, or insurance-related requirements.

Consent

In limited circumstances, we may rely on consent, particularly for optional communications or any situation where consent is the most appropriate basis. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

4. Data Sharing and Processors

We may share personal data with trusted third parties only where necessary and appropriate for delivering our services or meeting legal obligations. These third parties act as processors or, in some cases, independent controllers. We require them to handle personal data securely and in line with data protection law.

Examples of processors may include:

Payment service providers used to process transactions securely.
Accounting and bookkeeping providers used for financial administration.
IT and cloud storage providers used to store, protect, and manage records.
Customer communication tools used to send service-related updates.
Operational support providers who help with scheduling or service coordination.

We may also disclose data if required by law, if necessary to protect our rights or property, or if needed to respond to lawful requests by public authorities. We do not sell your personal data.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes set out in this policy. Retention periods depend on the type of information, the purpose for which it was collected, and any legal obligations we must follow.

Customer service records are retained for as long as needed to manage the relationship and address any follow-up issues.
Financial and invoicing records are kept for the period required by tax and accounting law.
Communication records may be retained for a reasonable time to help with customer support, complaint handling, and dispute resolution.
Marketing-related data, where applicable, is kept only until you opt out or withdraw consent.

When data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it in line with our retention practices.

6. Data Security

We use appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access restrictions, secure storage, staff awareness, and practical safeguards designed to reduce risk.

While no system can be guaranteed completely secure, we take the protection of your information seriously and continuously review how we safeguard the data entrusted to us.

7. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Depending on the circumstances and the legal basis involved, 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 information.
Right to erasure – to request deletion of your data in certain situations.
Right to restriction – to ask us to limit how we use your data in certain cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to request transfer of data you provided to us in a structured format, where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will review your request and respond in accordance with applicable law. We may need to verify your identity before taking action to protect your information.

8. Children’s Data

Our cleaning services are intended for adults responsible for property management or household arrangements. We do not knowingly collect personal data from children for service administration. If we become aware that children’s data has been provided without appropriate reason, we will take steps to delete or safeguard it as required.

9. International Transfers

In some cases, service providers or digital systems may process data outside the UK. Where this happens, we take reasonable steps to ensure appropriate safeguards are in place so that personal data remains protected to an adequate standard.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is used.

11. Summary of Our Commitment

Cleaners W12 is committed to treating your personal information with care, respect, and accountability. We only collect what we need, we use it for clear and lawful reasons, we share it only where necessary with trusted processors, and we retain it only for as long as required. Our approach is designed to support reliable service delivery while protecting your privacy rights.

Privacy, transparency, and lawful processing are central to how we operate for every Cleaners W12 customer in the area.