Shepherds Bush Cleaner Privacy Policy

This Privacy Policy explains how Shepherds Bush Cleaner collects, uses, stores and shares personal data relating to customers and prospective customers in the Shepherds Bush area. It also explains the rights you have under the UK General Data Protection Regulation and related data protection laws. By using our cleaning services, making an enquiry or interacting with us as a customer in our service area, you acknowledge that you have read and understood this Privacy Policy.

Scope and who we are

This Privacy Policy applies to all customers and prospective customers of Shepherds Bush Cleaner within our operating area around Shepherds Bush and nearby neighbourhoods. It covers personal data processed in connection with domestic and commercial cleaning services, enquiries, bookings, payment, and customer support. For the purposes of data protection law, Shepherds Bush Cleaner is the data controller for the personal data described in this policy, meaning we determine the purposes and means of processing that information.

Personal data we collect

We collect and process different categories of personal data depending on how you interact with us. This may include identification and contact details such as name, address, property access details where necessary for service provision, and contact preferences such as preferred time of contact and language where relevant. We also collect communication records such as enquiries, service requests, feedback, complaints, and other correspondence about our services.

We collect service-related information including property type and size, details of the cleaning services requested, frequency of visits, special instructions and notes about the service, job history and booking records. We collect limited payment-related information such as payment method, date and amount of payment and transaction identifiers. Full payment card details are handled by our chosen payment processor and are not stored by us. We may also collect technical and usage data generated when you visit our website or interact with our online booking forms, including basic analytical information about how our site is used, where this is configured, to improve our services. We do not intentionally collect special category data such as health information unless it is directly relevant to the service, for example information relating to cleaning products that must be avoided due to allergies, and only where you choose to provide it.

How we collect personal data

We collect personal data directly from you when you make an enquiry, request a quote, make a booking, contact us by phone, online form or other communication channels, or provide instructions to our cleaning staff at your premises. We may also receive personal data indirectly where someone books a service on your behalf or refers you to us, or where information about your property is provided by a landlord, letting agent or workplace representative in relation to agreed cleaning services.

Lawful basis for processing

We rely on different lawful bases under data protection law depending on the context of processing. We process personal data where it is necessary to enter into or perform a contract with you, for example to respond to booking requests, provide cleaning services at your property, manage your account and handle invoicing and payments. We process personal data to comply with our legal obligations, such as accounting and tax requirements, record keeping duties and responding to lawful requests from authorities.

We process personal data on the basis of our legitimate interests where these are not overridden by your interests or rights. This includes managing and improving our services, scheduling staff, maintaining service quality and safety, preventing and investigating misuse or suspected unlawful activity, and handling general business operations including analytics and reporting. Where we rely on consent, for example for certain optional communications, we will only process your personal data for the relevant purpose when you have given clear consent. You can withdraw consent at any time, although this will not affect processing already carried out before withdrawal.

How we use personal data

We use your personal data to provide and manage our cleaning services, including arranging appointments, allocating staff, accessing the correct property and following any special instructions you give us. We use your information to communicate with you about bookings, changes, cancellations, service updates and customer support. We use payment-related information to issue invoices, collect payment and manage any refunds or disputes.

We may use personal data to monitor service quality, respond to feedback and complaints, train staff and improve our processes. We may use aggregated, non-identifying information for internal reporting and planning. Where permitted, we may contact you with information about related services or offers that may interest you, always respecting your communication preferences and any rights to opt out.

Data sharing and processors

We do not sell your personal data. We may share personal data with service providers who act as data processors on our behalf. These may include information technology and hosting providers that enable us to run our website, booking systems and communication tools, payment processing providers that handle secure payments and related financial transactions, and administrative and operational support services that help us manage schedules, customer communication and record keeping.

These processors are only allowed to process personal data in accordance with our documented instructions, for specified purposes and subject to appropriate confidentiality and security obligations. Where personal data is transferred outside the UK or European Economic Area, we take steps required by law to ensure that an adequate level of protection is in place, such as relying on adequacy regulations or approved contractual clauses, where applicable.

Data retention

We only keep personal data for as long as necessary for the purposes for which it was collected, and to meet legal, accounting or reporting requirements. Customer account and booking information is generally kept for the duration of your relationship with us and for a reasonable period afterwards, to handle any queries, complaints or legal claims. Financial records and invoices are typically retained for the statutory period required for tax and accounting purposes.

Information used for marketing communications is retained until you opt out, withdraw consent where applicable, or we determine it is no longer needed. When personal data is no longer required, we will securely delete or anonymise it, unless we must keep it for longer due to a legal obligation or the need to establish, exercise or defend legal claims.

Security of your personal data

We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include restricting access to personal data to those staff and processors who need it to perform their duties, using secure systems where feasible, and providing guidance to our staff on confidentiality and data protection responsibilities. While we strive to safeguard personal data, no system can be completely secure and we cannot guarantee absolute security of information transmitted to or from us.

Your data protection rights

As a data subject under the UK General Data Protection Regulation and related laws, you have a number of rights in relation to the personal data we hold about you. You have the right to request access to your personal data and to receive information about how we process it. You have the right to request correction of inaccurate or incomplete personal data we hold about you. You have the right in certain circumstances to request deletion of your personal data, for example where it is no longer needed for the purpose it was collected or where you withdraw consent and there is no other legal basis for processing.

You have the right to object to certain types of processing, including processing based on our legitimate interests and processing for direct marketing. You have the right to request restriction of processing in certain cases, such as while we verify accuracy or consider an objection. You may have the right to receive personal data you provided to us in a structured, commonly used and machine-readable format and to transmit it to another controller, where the legal conditions for portability are met. Where we rely on consent, you have the right to withdraw that consent at any time without affecting the lawfulness of processing carried out before withdrawal.

Exercising your rights and complaints

If you wish to exercise any of your data protection rights or have questions about how we handle personal data, you can contact us using the contact details published on our official materials or website. We may need to verify your identity before responding to certain requests to protect your information. We aim to respond to all valid requests within the time limits set by law.

You also have the right to lodge a complaint with the relevant data protection authority if you are concerned about how we process your personal data. We encourage you to contact us first so that we can try to address your concerns directly. This Privacy Policy is kept under review and may be updated from time to time to reflect changes in our practices or legal requirements. Any significant changes will apply to personal data from the date they are published.