Cleaners Shepherd's Bush Privacy Policy

This Privacy Policy explains how Cleaners Shepherd's Bush collects, uses, stores and protects personal data about its customers in the Shepherd's Bush area. It is intended to comply with the UK General Data Protection Regulation and all applicable data protection laws. This policy applies to all Cleaners Shepherd's Bush customers located in the Shepherd's Bush area who use or enquire about our cleaning services.

Scope and Data Controller

Cleaners Shepherd's Bush acts as the data controller for the personal data it processes about its customers. This means that we determine the purposes and means of processing your personal information. By using our services or contacting us, you acknowledge that you have read and understood this Privacy Policy.

Categories of Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us and which services you request. The categories of data we may collect include:

Identification and contact details: name, title, residential address, service address, billing address, and other contact information such as general contact details you provide.

Service and booking information: details about the cleaning services you request, preferred dates and times, access instructions for the property where services are delivered, information about the type and size of the property, and any special requirements you tell us about.

Billing and payment information: information necessary to process payments such as billing details and records of payments made. Where third-party payment processors are used, we do not receive or store full payment card details, but we may receive confirmation of successful or failed payments and transaction references.

Communication data: records of your communications with us, including enquiries, complaints, feedback and any information you provide when you contact us by any communication channel.

Technical and usage data: limited technical information generated when you visit our online pages, such as basic device and browser information and general usage data, to help us understand how our services are used and to maintain security and performance.

Special category data: we do not intentionally collect special category data such as health information. If you choose to share health-related details, for example allergies or mobility needs to allow us to tailor our services, we will handle this information with additional care and only for the purposes described in this policy.

How We Collect Personal Data

We collect personal data directly from you when you contact us to request information, obtain a quote, make a booking, manage an existing booking, or provide feedback. This may occur in person, by phone, through online forms, or through other communication channels you choose.

We may also receive personal data indirectly from third parties, such as payment service providers when you complete a transaction, or from marketing and advertising partners where you have interacted with our promotional material. In all cases, we only obtain the data necessary to provide and manage our services.

Lawful Bases for Processing

We rely on several lawful bases under data protection law to process your personal data:

Contract: We process personal data where it is necessary to enter into and perform a contract with you, such as to provide cleaning services, manage your bookings and take payment.

Legal obligation: We process certain data to meet our legal and regulatory obligations, such as record-keeping, tax and accounting requirements, and responding to lawful requests from authorities.

Legitimate interests: We may process personal data where it is necessary for our legitimate business interests, and where your interests and fundamental rights do not override those interests. This includes managing our relationship with you, improving our services, ensuring the security of our systems and premises, and defending our legal rights.

Consent: In some circumstances we rely on your explicit consent, for example for certain types of direct marketing communications. Where our processing is based on consent, you can withdraw your consent at any time, without affecting the lawfulness of processing before withdrawal.

Purposes for Which We Use Personal Data

We use your personal data for the following purposes:

To respond to enquiries, provide quotes and supply information about our services.

To create and manage bookings, schedule cleaning visits, and coordinate with cleaners and other personnel.

To provide the cleaning services you have requested at the correct property and to the required standard.

To process payments, issue invoices, manage refunds where applicable, and maintain financial records.

To communicate with you about your bookings, including confirmations, reminders, updates and service-related notices.

To manage our relationship with you, including handling complaints, addressing issues, and responding to feedback.

To improve and develop our services, operations and customer experience, based on aggregated or anonymised usage trends where possible.

To ensure the security and integrity of our systems, to prevent and detect fraud, and to protect our legal rights and interests.

To fulfil legal and regulatory obligations and cooperate with competent authorities where required.

Data Sharing and Processors

We may share your personal data with carefully selected third parties where necessary for the purposes set out in this policy, and always in compliance with data protection law.

Service providers and processors: We engage third-party suppliers to help us deliver our services, such as payment processing providers, booking and scheduling systems, information technology and hosting providers, and administrative support services. These third parties act as data processors and may only process your data on our documented instructions, under a written contract that includes appropriate data protection obligations.

Cleaning staff and contractors: We may share limited personal data, such as your name, service address, and relevant service instructions with cleaners and contractors who carry out the cleaning services at your property. They are required to use this information only for the purposes of performing the services.

Professional advisers and authorities: We may share personal data with professional advisers such as accountants or legal professionals, and with law enforcement or regulatory authorities where required by law or to protect our legal rights.

We do not sell your personal data to third parties.

International Data Transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, personal data may be transferred to countries that do not provide the same level of data protection as the UK. In such cases, we will ensure that appropriate safeguards are in place, such as approved standard contractual clauses or other lawful transfer mechanisms, to protect your personal data.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting or reporting requirements.

Booking and service records: We generally keep information about your bookings and services for a period necessary to handle any queries, complaints or disputes and to comply with statutory limitation periods and our legal obligations.

Payment and financial records: We retain billing and transaction information for the period required by tax and accounting laws.

Marketing preferences: We retain information about your marketing preferences until you opt out or request deletion, or until it is no longer required to provide marketing communications.

When personal data is no longer required for the purposes described in this policy, we will securely delete or anonymise it.

Your Data Protection Rights

As a data subject, you have certain rights under data protection law in relation to your personal data. These rights apply to all Cleaners Shepherd's Bush customers in the Shepherd's Bush area, subject to legal conditions and limitations:

Right of access: You have the right to request confirmation of whether we process your personal data and to obtain a copy of that data, together with certain information about how we use it.

Right to rectification: You have the right to request correction of any inaccurate or incomplete personal data we hold about you.

Right to erasure: In certain circumstances, you may request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected, or where you withdraw consent and there is no other legal basis for processing.

Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, such as while we verify the accuracy of data you contest.

Right to data portability: Where processing is based on your consent or on a contract and carried out by automated means, you may request to receive your personal data in a structured, commonly used and machine-readable format and to have it transmitted to another controller where technically feasible.

Right to object: You have the right to object to processing based on our legitimate interests, including profiling, and we will stop processing unless we can demonstrate compelling legitimate grounds that override your interests and rights or where processing is necessary for the establishment, exercise or defence of legal claims. You always have the right to object to direct marketing.

Rights related to consent: Where we rely on your consent, you have the right to withdraw that consent at any time.

Exercising Your Rights

If you wish to exercise any of your data protection rights, or if you have questions about how we handle your personal data, you can contact us using the contact details made available through our usual communication channels. To help us respond efficiently, please provide your name, contact details and a clear description of your request.

We may need to verify your identity before acting on your request and may request additional information where necessary. We aim to respond within the timeframes required by law.

You also have the right to lodge a complaint with the competent data protection supervisory authority if you consider that our processing of your personal data infringes data protection law.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, and internal policies and training aimed at ensuring that personal data is handled safely and only by authorised individuals who need it for their work.

While we take reasonable steps to protect your personal data, no system or transmission method can be guaranteed to be completely secure. You are responsible for keeping any account details and access instructions confidential and for notifying us promptly of any suspected unauthorised use.

Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. Any changes will be posted in the updated version of this policy, and the revised policy will apply from the date of publication. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.

This Privacy Policy applies to all Cleaners Shepherd's Bush customers in the Shepherd's Bush area and remains in force until replaced by a newer version.