Privacy Policy - Cleaners Twickenham

This Privacy Policy explains how Cleaners Twickenham collects, uses, stores, shares, and protects personal data when providing cleaning services to customers in Twickenham and the surrounding area. It applies to all Cleaners Twickenham customers in the area, including prospective customers, current customers, former customers, and any individual who contacts us in relation to our services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018.

By using our services, requesting a quote, making an enquiry, or otherwise interacting with Cleaners Twickenham, you acknowledge the practices described in this policy. We only collect data that is necessary for legitimate business purposes and aim to keep your information accurate, secure, and retained only for as long as needed.

1. Data We Collect

We may collect and process different types of personal data depending on how you interact with us and which services you request. The categories of data we collect may include:

Identity information such as your name and title.
Contact details such as your address, email address, and telephone number.
Service information including property access details, cleaning preferences, special instructions, appointment dates, and service history.
Billing and transaction information such as payment records, invoices, and payment status.
Communication records including messages, complaints, feedback, and notes from customer support interactions.
Technical information where applicable, such as basic website or device-related data used to improve service performance and security.

We do not intentionally collect special category data unless you voluntarily provide it and it is necessary for a specific service arrangement, such as information relevant to accessibility or health-related access needs. Where such data is processed, it is handled with additional care and only when a lawful basis applies.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, book services, and manage cleaning appointments.
To carry out cleaning services safely and effectively.
To communicate with you about schedules, changes, confirmations, or service-related matters.
To process payments, issue invoices, and maintain financial records.
To respond to enquiries, complaints, and feedback.
To maintain business records, support internal administration, and improve our operations.
To comply with legal, regulatory, accounting, and insurance obligations.
To protect the security of our customers, staff, property, and business systems.

We use only the minimum amount of data needed to achieve these purposes. We do not sell personal data.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis before processing personal data. Depending on the situation, we rely on one or more of the following lawful bases:

Contract

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

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing customer relationships, maintaining records, preventing fraud, improving service quality, and operating our business efficiently.

Legal Obligation

We may process and retain certain data to comply with legal obligations, such as tax rules, accounting requirements, consumer law, insurance requirements, and record-keeping duties.

Consent

In limited cases, we may rely on your consent, for example where you provide optional information that is not necessary for the service. Where consent is used, you can withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

Vital Interests

In rare circumstances, we may process personal data to protect someone’s vital interests, such as in an emergency affecting health or safety.

4. Data Sharing and Processors

We may share personal data with trusted third parties where this is necessary for service delivery, business operations, or legal compliance. These third parties act as processors or independent data controllers depending on the nature of the relationship.

Examples of processors or service providers may include:

Payment processors that handle card or electronic payment transactions.
Accounting and bookkeeping providers that support invoicing, tax, and financial reporting.
IT and software providers that host records, booking systems, communications tools, or security systems.
Customer management systems that help store and organise service records.
Professional advisers such as accountants, legal advisers, or insurers where necessary.

We require processors to protect personal data, use it only on our instructions, and comply with applicable data protection laws. We do not permit them to use your information for their own unrelated purposes.

We may also disclose personal data where required by law, court order, regulatory authority, or to establish, exercise, or defend legal claims. If a business restructuring, sale, or transfer takes place, personal data may be transferred as part of that process in accordance with applicable law.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and for any additional period required by law. Retention periods vary depending on the type of information and the reason for processing.

Customer and service records are usually retained for the duration of the relationship and for a reasonable period afterward.
Financial records, invoices, and tax-related information are retained for the periods required by law and accounting standards.
Communication records may be kept for a shorter or longer period depending on the nature of the enquiry or dispute.
Where data is no longer needed, it is securely deleted, anonymised, or otherwise disposed of safely.

We apply a retention-by-necessity approach, meaning we review stored data periodically and remove what is no longer required. If you ask us to erase your data, we will assess the request against our legal and operational obligations before taking action.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and administrative safeguards.

While no system can be guaranteed to be entirely secure, we work to reduce risk and keep data protected. If a personal data breach occurs and it is likely to result in a risk to your rights and freedoms, we will take appropriate steps in line with GDPR requirements.

7. Your Rights

As a data subject under GDPR, you have important rights regarding your personal data. Subject to legal limitations, these include:

Right of access — you may request a copy of the personal data we hold about you.
Right to rectification — you may ask us to correct inaccurate or incomplete information.
Right to erasure — you may request deletion of your data in certain circumstances.
Right to restriction — you may ask us to limit how we use your data in certain cases.
Right to data portability — you may request your data in a structured, commonly used format where applicable.
Right to object — you may object to processing based on legitimate interests or direct marketing.
Rights related to automated decision-making — you have the right not to be subject to decisions based solely on automated processing where such decisions have legal or similarly significant effects.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will handle all valid requests within the timeframes required by law. In some cases, we may be unable to fulfil a request where we are legally permitted or required to retain the data.

8. Cookies and Similar Technologies

If we use a website or online booking tools, basic cookies or similar technologies may be used for functionality, security, and performance. Any such use will be limited to what is necessary or otherwise based on the appropriate lawful basis. You can manage cookie preferences through your browser settings where applicable.

9. International Transfers

Where personal data is processed by a service provider outside the UK, we will ensure appropriate safeguards are in place so that your data remains protected in accordance with data protection law. This may include approved transfer mechanisms and contractual protections.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or operational practices. Any updated version will apply from the date it is made available. We encourage customers to review it periodically so they remain informed about how their data is used.

11. Summary of Our Commitment

Cleaners Twickenham is committed to processing personal data responsibly, transparently, and securely. We collect only what we need, use it for clear and lawful purposes, share it only with trusted processors or where legally required, and keep it only for as long as necessary. We respect your rights and aim to make it easy for you to understand and control how your information is handled.

This policy applies to all Cleaners Twickenham customers in the area. By working with us, you can expect your personal data to be treated with care, confidentiality, and respect in accordance with GDPR principles.