Flat Cleaning London Privacy Policy

This Privacy Policy explains how Flat Cleaning London collects, uses, stores, and shares personal data about its customers and prospective customers. It also describes the rights you have under the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Flat Cleaning London customers and service users within our operating area.

Who We Are

Flat Cleaning London provides domestic and flat cleaning services to customers in our service area. We act as the data controller for the personal data described in this Privacy Policy. That means we decide how and why your personal data is processed when you use our services.

Personal Data We Collect

We collect and process different types of personal data in the course of operating our business and providing cleaning services. The categories of data we may collect include:

Identification and contact details, such as your full name, home address, property access details, and communication preferences. Booking and service details, such as the type of cleaning service booked, frequency of service, dates and times of appointments, special instructions you provide, and details about the property relevant to the cleaning service. Communication records, such as emails, messages, and notes from phone conversations where we arrange bookings, respond to enquiries, handle complaints, or provide customer support. Payment and transaction information, such as payment confirmations, amounts paid, and dates of payments. We do not store your full card details; these are handled by our payment processors. Technical and usage information, which may include basic information about how you use our website or communicate with us online, such as pages visited, time of visit, and general device information, where this is collected through cookies or similar technologies. Optional feedback and marketing preferences, such as reviews, survey responses, and whether you have agreed to receive marketing communications.

How We Collect Personal Data

We collect personal data directly from you when you contact us to make a booking, request a quote, ask a question, or provide feedback. Data may also be collected when you interact with our website or respond to any marketing communications. In certain cases, we may receive your details via third parties if, for example, you make a booking through a partner platform that passes your information to us so that we can deliver the cleaning service.

Lawful Basis for Processing

We process your personal data only where we have a lawful basis to do so under the GDPR. Depending on the specific processing activity, we rely on the following lawful bases:

Performance of a contract: We use your personal data to take steps at your request before entering into a contract and to perform the cleaning contract with you. This includes managing bookings, providing services, communicating about appointments, and processing payments. Legal obligations: We may process certain data to comply with legal and regulatory requirements, such as keeping financial records for tax and accounting purposes. Legitimate interests: We may process your data to pursue our legitimate business interests, for example to manage and improve our services, handle customer enquiries and complaints, and protect our business from fraud or misuse, provided that these interests do not override your fundamental rights and freedoms. Consent: We will rely on your consent where we seek your agreement to send you marketing communications by electronic means or where we use optional cookies or similar technologies that require consent. You can withdraw your consent at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To manage bookings and provide cleaning services at your property. To communicate with you about your enquiries, bookings, changes to services, and customer support issues. To process payments, issue invoices or receipts, and manage any refunds. To maintain our business records, including accounting, auditing, and reporting. To improve our services, including monitoring service performance, collecting feedback, and training staff. To send marketing communications, where you have consented to receive them, and to manage your marketing preferences. To comply with our legal obligations and to protect our rights, property, and safety, as well as the safety of our staff and customers.

Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet any legal, accounting, or reporting requirements.

In general, we keep customer and booking records for as long as you remain an active customer and for a reasonable period afterwards, usually up to six years, to comply with tax, accounting, and contract law obligations. Communications and customer service records may be retained for a period that allows us to respond to queries, resolve disputes, and demonstrate our compliance with regulatory requirements. If we rely on your consent for marketing, we will retain your contact details for that purpose until you withdraw consent or object to receiving such communications.

When data is no longer required, we will take steps to delete it or anonymise it so that you can no longer be identified from it.

Data Processors and Third Parties

We may share your personal data with carefully selected third parties who act as data processors on our behalf, strictly for the purposes described in this Privacy Policy. These may include:

Payment service providers that process payments and manage transactions on our behalf. IT and hosting providers that supply, support, and maintain our business systems, website, and email services. Customer management and scheduling tools used to manage bookings and appointments. Professional advisers such as accountants or legal advisers, where access to limited personal data is required for compliance and advisory purposes.

All processors are required to process your data only in accordance with our instructions, to keep it secure, and to comply with applicable data protection laws. We do not sell your personal data to third parties.

International Transfers

If any of our service providers are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data, such as using standard contractual clauses or relying on adequacy regulations where applicable.

Data Security

We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include access controls, secure storage, staff training, and regular review of our security practices. While we aim to protect your personal data, no method of transmission or storage can be guaranteed as completely secure.

Your Data Protection Rights

Under the GDPR, you have a number of rights in relation to the personal data we hold about you. These rights include:

Right of access: You can request confirmation that we process your personal data and obtain 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 request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected. Right to restriction of processing: You can ask us to restrict the processing of your data in specific situations, such as while we verify its accuracy or consider an objection you have raised. Right to data portability: 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 processing is based on consent or contract and carried out by automated means. Right to object: You can object to processing that is based on our legitimate interests or for direct marketing. We will stop processing your data for marketing purposes if you object. Rights related to consent: Where we rely on your consent, you can withdraw that consent at any time. This will not affect the lawfulness of processing before consent was withdrawn.

To exercise any of your rights, you can contact us using the contact details provided on our website or in your booking confirmation. We may need to verify your identity before responding to your request.

Complaints

If you are concerned about how we handle your personal data, please contact us in the first instance so that we can try to resolve the issue. You also have the right to lodge a complaint with the UK Information Commissioner's Office if you believe your data protection rights have been infringed.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or regulatory guidance. The updated version will apply from the date it is published. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.