Home Cleaners London Privacy Policy
This Privacy Policy explains how Home Cleaners London collects, uses, stores and protects your personal data. It applies to all Home Cleaners London customers in our service area and to anyone who contacts us, uses our services, or interacts with us in relation to our home cleaning services.
We are committed to handling your personal data in a lawful, fair and transparent way and in accordance with the General Data Protection Regulation and applicable UK data protection laws.
Data Controller
The data controller is Home Cleaners London. This means we decide how and why your personal data is processed. Where we use third parties to process personal data on our behalf, they act as data processors and are bound by contractual obligations to protect your information.
Personal Data We Collect
We collect only the personal data that is necessary to provide and manage our cleaning services and to comply with legal obligations. The types of personal data we may collect include:
Contact and identity details: name, title, address, service address, billing address, and any other contact details you provide such as messaging account names if you choose to use them.
Service information: details of the services you request, property type and size, access instructions, preferred dates and times, and any specific cleaning instructions or notes you choose to give us.
Account and communication data: records of your communications with us, such as enquiries, feedback, complaints, and any correspondence related to bookings or service arrangements.
Payment and transaction data: payment method details processed through our payment partners, payment status, invoices, refunds and transaction history. We do not store full card details when payments are processed through secure payment providers.
Technical and usage data: when you use our website or online tools, we may collect technical data such as IP address, browser type, device identifiers, and information about how you use our site, for example pages viewed and time spent on pages. This may be collected using cookies or similar technologies where legally permitted.
Marketing preferences: your choices about receiving marketing communications from us and how you prefer to be contacted.
Lawful Basis for Processing
We process your personal data only when we have a lawful basis for doing so. Depending on the context, this will be one or more of the following:
Contract: we process personal data to enter into and perform our contract with you, including managing bookings, providing cleaning services, processing payments, and communicating with you about your services.
Legal obligation: we process personal data where necessary to comply with legal and regulatory requirements, such as tax, accounting, and record-keeping obligations.
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 improving our services, managing our relationship with you, handling queries and complaints, preventing fraud and abuse of our services, securing our systems, and managing business operations.
Consent: in some cases, we rely on your consent, for example for certain types of marketing communications or where cookies are not strictly necessary. 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 our services: creating and managing your bookings, arranging cleaning visits, coordinating with cleaners, and providing customer support.
To communicate with you: responding to your enquiries, sending booking confirmations, reminders, service updates, and notifications about changes to our terms or policies.
To process payments: issuing invoices, receiving payments, managing refunds, and maintaining financial records.
To manage our relationship: asking for feedback, handling complaints or disputes, and keeping your details up to date.
To improve our services and website: analysing usage trends, monitoring performance, and developing new features or offerings.
To ensure security and prevent misuse: detecting and preventing fraud, misuse of our services, or security incidents.
To comply with laws: responding to lawful requests from authorities and meeting our legal and regulatory obligations.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data only when necessary and with appropriate safeguards in place:
Service providers and processors: we use trusted third parties to help us deliver our services, such as booking and scheduling tools, payment processors, IT hosting providers, customer relationship tools, and communication platforms. These third parties act as data processors and may only process your data on our instructions and for the purposes set out in this Privacy Policy.
Professional advisers: we may share data with legal, accounting, or insurance professionals where necessary for advice, claims, or compliance.
Authorities and law enforcement: we may disclose personal data where required by law or in response to valid legal requests.
Business transfers: in the event of a reorganisation, merger, or similar corporate transaction, your personal data may be transferred as part of that arrangement, subject to continued protection consistent with this Privacy Policy.
International Transfers
Where we use service providers located outside the United Kingdom or the European Economic Area, we take steps to ensure that your personal data is protected with an adequate level of security and that appropriate safeguards are in place. These safeguards may include standard contractual clauses or other mechanisms approved by data protection authorities.
Data Retention
We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to provide our services, comply with legal obligations, resolve disputes, and enforce our agreements.
In general, we retain customer and transaction records for the period required under tax and accounting laws. Communications and service records are kept for a reasonable period to handle queries, complaints, and potential claims. Technical and usage data is retained for shorter periods unless we need it for security, legal, or analytical purposes.
When personal data is no longer needed, we will securely delete or anonymise it.
Your Data Protection Rights
If you are a customer in our service area, you have rights in relation to your personal data under data protection laws. These include:
Right of access: you can request confirmation of whether we process your personal data and ask for a copy of that data.
Right to rectification: you can ask us to correct inaccurate or incomplete personal data.
Right to erasure: in certain circumstances you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal reason to keep it.
Right to restriction: you can ask us to restrict our use of your personal data in certain situations, for example while we investigate a concern about its accuracy.
Right to data portability: in certain cases you can request that we provide your personal data in a structured, commonly used and machine-readable format, or that we transmit it to another controller where technically feasible.
Right to object: you can object to our processing of your personal data where we rely on legitimate interests, including for direct marketing. We will stop processing unless we have compelling legitimate grounds that override your interests or we need to continue for legal reasons.
Rights related to consent: where we rely on your consent, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing before consent was withdrawn.
To exercise any of your rights, please contact us using the usual contact methods you use to reach Home Cleaners London. We may need to verify your identity before responding to your request.
Security of Your Personal Data
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, and limiting personal data access to staff and processors who need it to perform their duties.
While we take reasonable steps to protect your personal data, no method of transmission or storage is completely secure. You also have a role in keeping your information safe, for example by keeping account details and access instructions confidential.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data practices. The most current version will always apply to how we process your personal data. We encourage you to review this policy periodically so that you remain informed about how we protect your information.
Contact and Complaints
If you have any questions about this Privacy Policy or how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact Home Cleaners London using your usual communication channels with us.
If you are not satisfied with our response or believe that your data protection rights have been infringed, you also have the right to lodge a complaint with the relevant data protection authority.