Privacy Policy - Westhampstead Carpet Cleaners

Effective date: This Privacy Policy applies to all Westhampstead Carpet Cleaners customers in the area and explains how we collect, use, store, share, and protect personal data in connection with our carpet and upholstery cleaning services.

We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out the types of personal data we may collect, the reasons we collect it, the lawful basis we rely on, how long we keep it, the processors we may use, and the rights available to individuals.

1. Personal Data We Collect

We collect only the information that is necessary to provide our services, manage our business, and meet legal obligations. The categories of personal data we may process include:

Identity information: name, title, and any relevant account or booking reference.
Contact information: address, telephone number, and email address.
Service details: property access notes, appointment preferences, cleaning instructions, and information about the services requested or completed.
Payment information: transaction records and payment status. We do not store full card details unless handled securely by a payment processor.
Communication records: emails, messages, complaints, feedback, and notes about customer requests.
Technical information: limited information such as IP address or device data if you interact with us electronically, where required for security, troubleshooting, or website performance.
Special category data: we do not ordinarily seek to collect special category data. However, if a customer voluntarily provides health or accessibility information relevant to service delivery, we will process it only where necessary and with appropriate safeguards.

We do not knowingly collect data from children. Our services are intended for adults who arrange cleaning services for homes or businesses.

2. How We Use Personal Data

We use personal data to deliver our services efficiently and responsibly. Typical purposes include:

processing quotations, bookings, and service requests;
confirming appointments and managing scheduling changes;
carrying out carpet, rug, and upholstery cleaning services;
handling billing, invoicing, refunds, and payment administration;
communicating service updates and responding to enquiries;
managing complaints, disputes, and customer care matters;
maintaining business records and service histories;
improving service quality, training, and operational planning;
meeting legal, accounting, and tax obligations;
protecting against fraud, misuse, or unlawful activity.

We will not use your data for purposes that are incompatible with those described in this policy without notifying you where required by law.

3. Lawful Basis for Processing

Under data protection law, we must have a valid lawful basis to process personal data. Depending on the context, we may rely on one or more of the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you, such as arranging a cleaning appointment, issuing an invoice, or delivering the service you requested.

Legal obligation

We may process personal data where necessary to comply with legal obligations, including tax, accounting, record-keeping, and regulatory requirements.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include service administration, customer support, business improvement, and fraud prevention.

Consent

Where required, we will rely on your consent, for example if you voluntarily provide information that is not strictly necessary for service delivery or if particular marketing communications require consent. You may withdraw consent at any time, where processing is based on consent.

We do not generally rely on consent where another lawful basis is more appropriate. If special category data is processed, we will identify the relevant lawful basis and additional condition under data protection law before doing so.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act on our behalf as processors or, in some cases, as separate controllers. We only share data when necessary and take steps to ensure appropriate safeguards are in place.

Examples of processors and service providers may include:

Payment processors: to handle card or electronic payments securely.
Accounting and bookkeeping providers: to manage invoices, tax records, and financial administration.
IT and cloud service providers: to store data, manage systems, and support secure communications.
Customer management or booking systems: to organise appointments and service records.
Professional advisers: such as accountants or legal advisers, where necessary for advice or compliance.
Insurers: where required for claims handling or risk management.

We require processors to act only on our instructions, to keep personal data confidential, and to use appropriate technical and organisational measures to protect it. Where data is transferred outside the UK, we will ensure suitable safeguards are in place in accordance with applicable law.

We may also disclose personal data if required by law, court order, or a competent authority, or to establish, exercise, or defend legal claims.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including the satisfaction of legal, accounting, or reporting requirements. Retention periods may vary depending on the type of data and the reason for processing.

Booking and service records: retained for a reasonable period after the service to manage follow-up queries, disputes, and customer administration.
Financial and tax records: retained for the period required by applicable tax and accounting laws.
Communication records: retained for as long as needed to respond to enquiries, resolve complaints, or maintain business continuity.
Consent records: retained as long as necessary to demonstrate compliance and honour your preferences.

When data is no longer required, we will securely delete, anonymise, or otherwise dispose of it. In some cases, we may keep minimal information if necessary to comply with legal duties or to protect our legitimate interests, such as defending claims.

6. Data Security

We take the security of personal data seriously. We use appropriate measures designed to prevent unauthorised access, accidental loss, disclosure, alteration, or destruction. These measures may include access controls, secure storage, password protection, and confidentiality requirements for staff or contractors.

However, no method of transmission or storage is completely secure. While we work to protect your data, we cannot guarantee absolute security.

7. Your Rights

Under data protection law, individuals have important rights regarding their personal data. Subject to certain conditions and exemptions, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of your personal data in certain circumstances.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for data you provided to us, where applicable.
Withdraw consent where processing is based on consent.
Lodge a complaint with the UK Information Commissioner’s Office if you believe your data has been handled unlawfully.

To exercise your rights, you may contact us using the details we provide separately. We may need to verify your identity before responding. We aim to respond within the time limits required by law.

Please note that these rights are not absolute. In some cases, we may be entitled or required to retain or continue processing certain data despite a request.

8. Marketing

We do not send unsolicited marketing communications unless permitted by law or supported by consent where required. If you opt in to receive updates or offers, you may opt out at any time. We will always respect your communication preferences.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review the policy periodically to stay informed.

10. Scope of This Policy

This Privacy Policy applies to all Westhampstead Carpet Cleaners customers in the area, including residential and commercial customers who arrange services with us. By engaging our services, you acknowledge that your personal data may be processed in line with this policy and applicable data protection law.

We aim to handle your personal information responsibly, securely, and with respect for your privacy. If you have any concerns about how your data is used, we encourage you to review this policy carefully and consider your rights under data protection law.