Privacy Policy

Cleaner Tooting Privacy Policy

This Privacy Policy explains how Cleaner Tooting collects, uses, stores and protects personal data relating to customers and prospective customers in the Tooting area. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act. This Privacy Policy applies to all Cleaner Tooting customers and anyone who contacts us about our services within the Tooting area, whether you do so online, by post or in person.

By using Cleaner Tooting services or by contacting us about our services, you acknowledge that you have read and understood this Privacy Policy. We may update this Privacy Policy from time to time and will always process personal data in line with the law in force at the time of processing.

Data controller

Cleaner Tooting is the data controller for the personal data described in this Privacy Policy. This means that we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection law.

What personal data we collect

We collect only the personal data that we need in order to provide our cleaning services and manage our relationship with you. The categories of personal data we may collect include the following:

Identification and contact details such as your full name, service address, billing address, contact address, and any other address you ask us to visit, together with your preferred contact details. Account and service information such as details of the services you request, service dates and times, access instructions for the property where services are provided, notes on your preferences, and records of bookings, amendments and cancellations. Communication records such as enquiries, complaints, feedback and any correspondence you have with us by any communication channel. Payment and transaction information such as information necessary to take payment and to process refunds. We do not store full payment card details where a third party payment provider is used. Operational and technical data such as logs of visits carried out at your property, details of any incidents or issues that occur while services are being delivered, and limited device and usage information where you access our website or online tools.

We do not intentionally collect special categories of personal data such as health information, unless you choose to share such information with us where it is relevant to the service, for example to highlight allergies or sensitivities to certain cleaning products. Where such information is provided, we will only use it for the purpose for which you have shared it.

How we collect your personal data

We may collect personal data directly from you when you make an enquiry, request a quote, place a booking, sign a service agreement, communicate with us, make a payment, or provide feedback. We may also collect personal data indirectly from third parties where this is lawful, for example where a landlord, letting agent or family member books cleaning services at a property you occupy and provides your contact details so that we can arrange access and service times.

We also collect limited technical data about your use of our website or online tools through server logs and similar technologies. This information may include the date and time of access and basic device and browser information. We use this data to maintain and improve our website, ensure security and understand how our services are used.

Lawful bases for processing

We will only process your personal data when we have a lawful basis to do so. Depending on the context, we may rely on the following lawful bases:

Contract: where processing is necessary to enter into or perform a contract with you, for example to manage bookings, deliver cleaning services, communicate with you about your services, and handle payments and refunds. Legal obligation: where we are required to process personal data to comply with legal or regulatory obligations, such as record keeping, tax, accounting and health and safety obligations. Legitimate interests: where processing is necessary for our legitimate business interests, provided that your interests and fundamental rights do not override those interests. This may include improving our services, managing our business operations, preventing and detecting fraud, ensuring the security of our staff and customers, and defending legal claims. Consent: where you have given clear consent to process your personal data for specific purposes, such as receiving optional marketing communications. You can withdraw your consent at any time.

How we use your personal data

We use your personal data for the following purposes:

To provide cleaning services including arranging and managing bookings, allocating cleaning staff, accessing your property as instructed, and tailoring services to your preferences. To manage our relationship with you including responding to enquiries, providing quotes, handling complaints and resolving issues. To process payments including issuing invoices, receiving payments and, where necessary, issuing refunds or credits. To operate, maintain and improve our business including monitoring service quality, training staff, conducting internal audits and analysis, and planning and forecasting. To send you service related information such as booking confirmations, reminders, changes to services, and important updates about how we operate. To comply with legal and regulatory obligations including record keeping, tax and accounting requirements, and cooperating with regulatory or law enforcement authorities where required. To protect our rights and interests including preventing and detecting fraud or misuse of our services, and establishing, exercising or defending legal claims.

Data sharing and processors

We may share your personal data with carefully selected third parties where this is necessary and lawful. These third parties act as data processors or, in some cases, as independent controllers. Categories of recipients may include:

Service providers that support our operations, such as payment processors, IT and hosting providers, customer management systems and providers of business software used to manage bookings and communications. Professional advisers including accountants, lawyers, auditors and insurance providers, where necessary for the provision of their services. Public authorities and regulators where we are legally required to share personal data or where sharing is necessary to protect the rights, property or safety of our customers, staff or others.

Where we engage third party processors, we ensure that they only process personal data on our documented instructions, that they implement appropriate security measures and that they are bound by confidentiality obligations.

International transfers

Where any of our service providers are located outside the United Kingdom or the European Economic Area, we will only transfer personal data where appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses or other lawful transfer mechanisms. We will take steps to ensure that your personal data continues to benefit from a level of protection essentially equivalent to that under UK data protection law.

Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet our legal, accounting and reporting obligations. The specific retention period will depend on the type of data and the context of your relationship with us.

In general, we retain customer account and service records for a period necessary to manage our relationship with you and for a further period required by law for tax and accounting purposes. Communication records and complaint files are typically kept for a period necessary to respond to and resolve issues and to establish, exercise or defend potential legal claims. Where personal data is no longer needed, we will securely delete or anonymise it.

How we protect your personal data

We implement appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include access controls, staff training, secure storage, and regular review of our security arrangements. While no system can be completely secure, we take reasonable steps to ensure that your personal data is treated securely and in accordance with this Privacy Policy.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exceptions. These include the following rights:

Right of access: you can request confirmation that we process your personal data and request a copy of the personal data we hold about you. Right to rectification: you can ask us to correct inaccurate or incomplete personal data. Right to erasure: you can request that we delete your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and we have no other lawful basis for processing. Right to restriction of processing: you can ask us to restrict the processing of your personal data in certain situations, such as where you contest the accuracy of the data or object to our processing. Right to data portability: where our processing is based on consent or on a contract and is carried out by automated means, you can request that we provide your personal data in a structured, commonly used and machine readable format and transmit it to another controller where technically feasible. Right to object: you can object to processing based on our legitimate interests and to any direct marketing. We will stop processing unless we have compelling legitimate grounds that override your interests, rights and freedoms or we need to continue processing for the establishment, exercise or defence of legal claims.

You also have the right to lodge a complaint with the Information Commissioners Office or another competent supervisory authority if you believe that your data protection rights have been infringed. We would, however, encourage you to contact us first so that we can try to resolve your concerns.

Children

Our services are not directed at children and we do not knowingly collect personal data relating to children except where necessary to perform services agreed with an adult customer, such as where children are present at the property. Where we become aware that personal data has been collected from a child without appropriate consent, we will take reasonable steps to delete it.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, the way we process personal data or changes in applicable law. Any changes will take effect from the date of publication. We encourage you to review this Privacy Policy regularly to stay informed about how we protect your personal data.