West Hampstead Cleaners Privacy Policy

This Privacy Policy explains how West Hampstead Cleaners collects, uses, stores and shares personal data when providing cleaning and related services. It also describes your rights under the UK General Data Protection Regulation and the Data Protection Act, and how you can exercise those rights.

This Privacy Policy applies to all customers and prospective customers of West Hampstead Cleaners in the West Hampstead area who use our cleaning services, request a quote or otherwise interact with us, whether in person, by phone, or online.

Who we are and scope of this policy

West Hampstead Cleaners is a cleaning services provider operating in the West Hampstead area. In relation to the personal data we collect and process about our customers, we act as the data controller. This means we decide how and why your personal data is used, in line with applicable data protection law.

By engaging with our services or contacting us, you acknowledge that you have read and understood this Privacy Policy. We may update this notice from time to time to reflect changes in our practices or legal requirements. The most recent version will always apply to the personal data we hold about you.

Personal data we collect

We only collect personal data that is necessary for the purposes set out in this Privacy Policy. The types of personal data we may collect include:

Identification and contact details such as your name, address, billing address, contact address, and your preferred contact methods.

Communication details such as your communication preferences and the content of any messages or enquiries you send to us, including feedback, complaints or requests.

Service information such as details of the cleaning services requested or provided, property access instructions where provided by you, appointment dates and times, and transaction history.

Payment-related information such as records of payments made and payment method type. We do not store full payment card details when we use third-party payment processors, but we may receive limited information such as confirmation of payment status.

Technical and usage information such as basic information about how you interact with our online presence, where relevant, for example pages viewed and the time and date of your visit. This is usually collected through the use of cookies or similar technologies where applicable and in accordance with your preferences.

How we collect your personal data

We may collect personal data about you in the following ways:

Directly from you when you contact us to request a quote, make a booking, change an appointment, provide instructions, ask a question, make a complaint, or give feedback.

During service delivery when our staff attend at your property and record details required to perform the service and manage our relationship with you.

From third parties where lawful and relevant, for example from payment processors in order to confirm that a payment has been made, or from referral partners where you have requested to be referred to our services.

Automatically when you use our website or digital services, for example through cookies and similar technologies that collect device and usage information in line with your settings and legal requirements.

Lawful bases for processing

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

Contract: where processing is necessary to enter into or perform a contract with you, for example to provide cleaning services, manage bookings, take payment and communicate with you about your appointments.

Legal obligation: where we need to process your data to comply with a legal or regulatory requirement, for example to maintain proper business and tax records.

Legitimate interests: where processing is necessary for our legitimate business interests or those of a third party, provided your interests and fundamental rights do not override those interests. This may include managing our relationship with you, improving our services, addressing queries or complaints, and maintaining the security of our systems and premises.

Consent: in limited cases, we may rely on your consent, for example for certain types of marketing communications or optional cookies. Where we rely on consent, you can withdraw it at any time.

How we use your personal data

We use your personal data for the following purposes:

To provide and manage cleaning services, including confirming bookings, arranging access, tailoring services to your needs, and handling rescheduling or cancellations.

To manage our relationship with you, including responding to your enquiries, handling complaints, obtaining feedback, and communicating important information about your services.

To process payments and manage billing, including issuing invoices, collecting payments, and keeping appropriate financial records.

To operate, maintain and improve our business, including analysing service usage, training staff, and developing new or improved offerings.

To send you service-related communications, such as appointment reminders, changes to our terms or policies, or essential service updates.

To send you marketing communications where permitted by law and in accordance with your preferences. You can opt out of marketing communications at any time.

To comply with our legal and regulatory obligations, respond to lawful requests from authorities, and protect our rights, property, staff and customers.

Data sharing and processors

We do not sell your personal data. We may share your personal data with selected third parties where necessary and lawful, including:

Service providers acting as data processors who provide services on our behalf, such as IT support, website hosting, customer relationship management systems, payment processing, and secure data storage. These providers are only allowed to use your personal data in accordance with our instructions and are bound by contractual data protection obligations.

Operational partners such as subcontracted cleaners or supervisors where needed to deliver the services you have requested. These parties are required to handle your personal data safely and lawfully.

Professional advisers such as accountants, auditors or legal advisers, where reasonably necessary for the management of our business and to comply with our legal obligations.

Public authorities, regulators, law enforcement or courts where we are required to do so by law or where sharing is necessary to establish, exercise or defend legal claims.

If we are involved in a business reorganisation, merger or transfer, we may share personal data with relevant third parties as part of that process, in line with data protection law.

International transfers

Where we use processors or service providers that are located outside the United Kingdom or the European Economic Area, or that store data in another country, we take steps to ensure that your personal data is adequately protected. This may include using countries that have been recognised as providing an adequate level of data protection or putting in place appropriate safeguards such as standard contractual clauses.

Data retention

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected, including to meet any legal, regulatory, accounting or reporting requirements.

The exact retention period for different categories of data can vary, but in general:

Customer and service records are kept for the duration of our relationship with you and for a reasonable period afterwards, to respond to queries, address complaints and maintain business records.

Financial and transaction records are typically retained for a minimum period required by tax and accounting laws.

Marketing contact details are retained for as long as you remain subscribed or until you withdraw your consent or object to receiving such communications.

When personal data is no longer needed, we will securely delete or anonymise it so that it can no longer be associated with you.

Data security

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, alteration or disclosure. These measures may include restricting access to personal data to staff and service providers who need to know it, using secure systems and tools, and providing training to our staff on data protection responsibilities.

While we strive to protect your personal data, no system or transmission of information can be completely secure. You are also responsible for taking reasonable steps to protect your own information, for example by keeping any account details confidential if you use an online booking or account system.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions. They include:

Right of access: You have the right to request confirmation of whether we process your personal data and to receive a copy of the personal data we hold about you.

Right to rectification: You can request that we correct or complete personal data that is inaccurate or incomplete.

Right to erasure: In certain circumstances, you can ask us to delete your personal data, for example where the data is no longer needed for the purpose 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 specific situations, such as while we verify its accuracy or consider an objection you have raised.

Right to object: You have the right to object to processing based on our legitimate interests, and we will stop processing unless we have compelling legitimate grounds that override your interests and rights. You also have an absolute right to object to direct marketing.

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

Right to withdraw consent: Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of processing carried out before you withdrew consent.

You can exercise your rights by contacting us using the contact details provided on our website or in your service documentation. We may need to verify your identity before responding to your request. We aim to respond within the legal time limits.

Complaints

If you have concerns about how we handle your personal data, we encourage you to contact us first so we can try to resolve the issue. You also have the right to lodge a complaint with the Information Commissioner's Office or another competent supervisory authority, depending on where you live or work.

Applicability to West Hampstead customers

This Privacy Policy applies to all West Hampstead Cleaners customers in the West Hampstead area, regardless of how you contact us or use our services. By continuing to use our services or by providing us with your personal data, you acknowledge that you have read and understood this Privacy Policy.