Privacy Policy - Cleaners W5

Effective date: This Privacy Policy applies to all Cleaners W5 customers in the area and explains how personal data is collected, used, shared, stored, and protected when services are requested, provided, managed, or completed.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is designed to help customers understand what information is processed, why it is processed, how long it is kept, and what rights are available.

1. Who this policy applies to

This policy applies to all individuals who use or inquire about Cleaners W5 services in the area, including household customers, business customers, and anyone whose personal data is provided to arrange or manage a cleaning service. It also applies where personal data is collected through booking requests, service communications, payment handling, feedback, complaints, or administrative records.

By using our services or providing information to arrange services, you acknowledge that your personal data may be processed as described in this policy.

2. Information we collect

We collect only the personal data that is necessary for legitimate operational, administrative, legal, and service-related purposes. Depending on the interaction, the following information may be collected:

Identity information such as name and title.
Contact information such as email address, telephone number, and service address.
Booking and service details such as requested service type, preferred time, access instructions, property notes, and cleaning preferences.
Payment-related information such as billing records, transaction references, and payment status, where applicable.
Communication records such as messages, calls, complaint details, and service feedback.
Technical information such as basic device, browser, or usage data if relevant to online enquiries or service forms.
Special instructions that may be necessary to deliver a service safely and effectively, such as access arrangements or sensitivities affecting service delivery.

We do not seek to collect more personal data than is needed. Where information is optional, this will be made clear at the point of collection.

3. How we use personal data

Personal data is used for the following purposes:

To respond to enquiries and provide quotations.
To schedule, confirm, and deliver cleaning services.
To manage customer accounts and service records.
To process payments, invoices, and related administration.
To communicate about appointments, changes, or service updates.
To handle complaints, resolve issues, and improve service quality.
To comply with legal, accounting, tax, or regulatory obligations.
To maintain internal records and protect against fraud or misuse.

We never sell personal data. Data is only used for legitimate service operations and legal compliance.

4. Lawful basis for processing

We process personal data only where a lawful basis under UK GDPR applies. The lawful bases used by Cleaners W5 may include:

Contract

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

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This can include service administration, customer support, record keeping, quality assurance, and the prevention of fraud or misuse.

Legal obligation

We may process personal data where required to meet legal obligations, including tax, accounting, insurance, safeguarding, dispute handling, and regulatory compliance.

Consent

In limited situations, we may rely on your consent, for example if you choose to receive certain non-essential communications. Where consent is used, you may withdraw it at any time.

5. Sharing and processors

We may share personal data with trusted third parties who process data on our behalf, known as processors. These processors are only permitted to use personal data under our instructions and must implement appropriate security and confidentiality measures.

Processors may include:

Payment service providers who handle transactions securely.
Scheduling or booking systems used to manage appointments and service requests.
IT and cloud storage providers that host secure records and communication systems.
Accounting and administration providers that support invoicing and record keeping.
Customer communication tools used to send confirmations or service-related messages.

We may also disclose personal data where required by law, where necessary to protect legal rights, or where needed to prevent fraud, investigate misuse, or comply with a lawful request from an authority.

Where data is processed by a processor, we ensure that suitable contractual safeguards are in place. All processors are selected carefully and are required to respect data protection obligations.

6. Data retention

Personal data is retained only for as long as necessary to fulfil the purposes for which it was collected, including service delivery, legal compliance, and legitimate record keeping.

In general:

Booking and service records are kept for a period needed for administration and customer support.
Financial records are retained for the period required by tax and accounting laws.
Complaint or dispute records may be retained longer where necessary to resolve claims or meet legal obligations.
Where consent has been given, related data may be kept until consent is withdrawn or no longer needed.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of using appropriate technical and organisational measures.

7. Data security

We take reasonable and appropriate measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include restricted access, secure systems, confidentiality obligations, and periodic review of internal procedures.

Although no system can be guaranteed to be completely secure, we work to maintain a high standard of data protection and to respond promptly to any suspected issue.

8. Your rights

Under data protection law, you may have the following rights in relation to your personal data:

Right of access – to request a copy of the personal data held about you.
Right to rectification – to request correction of inaccurate or incomplete data.
Right to erasure – to request deletion of data in certain circumstances.
Right to restriction – to request limited processing in specific situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to request transfer of certain data where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal or contractual limitations. If a request is made, we may need to verify identity before acting on it.

9. Children’s data

Our services are intended for adults arranging cleaning services. We do not knowingly collect personal data directly from children. If data relating to a child is incidentally provided, it will be handled with care and only where necessary for service delivery or legal compliance.

10. International transfers

Where data processors or service tools store or access data outside the UK, we ensure appropriate safeguards are in place to protect personal data in line with applicable law. These safeguards may include adequacy decisions, standard contractual clauses, or equivalent protective measures.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, operations, or service arrangements. The latest version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed.

12. Summary of key principles

Cleaners W5 processes personal data only when necessary, uses it for legitimate service and legal purposes, retains it for appropriate periods, and applies safeguards when using processors. We aim to treat every customer’s information with fairness, transparency, and respect.

Your privacy matters to us, and we are committed to processing personal data responsibly and in accordance with the law.