Privacy Policy - Cleaners Surrey

This Privacy Policy explains how Cleaners Surrey collects, uses, stores, shares, and protects personal data for all Cleaners Surrey customers in the area. It applies to every customer, prospective customer, and website visitor who interacts with our services in Surrey, whether enquiries are made by phone, email, online form, or through direct service bookings.

We are committed to handling personal information fairly, transparently, and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out what data we collect, the lawful basis we rely on, how long we keep information, who may process it on our behalf, and the rights available to individuals.

1. Who This Policy Applies To

This policy applies to all Cleaners Surrey customers in the area, including private households, landlords, tenants, letting agents, and commercial clients who use our cleaning services. It also applies to people who contact us for quotations, make enquiries, or receive marketing communications where permitted by law.

By engaging our services, submitting an enquiry, or providing personal information, you acknowledge that your data will be handled in line with this policy and applicable data protection law.

2. Personal Data We Collect

We only collect data that is relevant and necessary for providing our cleaning services, managing enquiries, fulfilling contractual obligations, and meeting legal requirements. The information we may collect includes:

Identity details such as your name, title, and any company or household reference used to manage a booking.
Contact details including address, email address, telephone number, and preferred contact method.
Service information such as property access instructions, cleaning preferences, service frequency, and special requests.
Payment-related information including billing details, transaction references, and records of payments made.
Communication records such as enquiries, complaints, feedback, and notes from service discussions.
Technical data when you use digital forms or our online systems, which may include IP address, browser type, device information, and cookies where applicable.
Operational notes required to deliver services safely and efficiently, such as access arrangements or preferences related to scheduling.

We do not intentionally collect special category data unless it is strictly necessary and you have chosen to provide it. If any sensitive information is ever shared with us, we will only process it where a lawful basis exists and appropriate safeguards are in place.

3. How We Use Personal Data

We use personal information to operate our services effectively and lawfully. Typical uses include:

responding to enquiries and providing quotations;
managing bookings, scheduling, and service delivery;
processing invoices and payments;
communicating about appointments, changes, and service updates;
handling complaints, disputes, and customer support;
maintaining business records and service histories;
meeting legal, accounting, and tax obligations;
protecting our business, staff, customers, and property;
improving our services, processes, and customer experience;
sending marketing communications where allowed and where you have not opted out.

We only use data for the purposes for which it was collected unless we reasonably believe another lawful and compatible purpose applies.

4. 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:

Contract

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

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 maintaining records, improving our services, preventing fraud, and managing routine business communications.

Legal Obligation

We may process and retain certain information where required to comply with legal obligations, such as tax, accounting, insurance, or regulatory record-keeping requirements.

Consent

Where we rely on consent, such as for certain marketing activities or optional processing, you may withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purpose for which it was collected, including to meet contractual, legal, accounting, and operational requirements. Retention periods vary depending on the type of information and the reason for holding it.

Customer and booking records are generally retained for as long as needed to manage services and resolve any issues.
Financial and invoicing records are retained in line with legal and tax obligations.
Communication records may be kept for a reasonable period to support customer service, dispute resolution, and service improvements.
Marketing preferences are retained until you opt out or until they are no longer relevant.

When data is no longer required, it is securely deleted, anonymised, or disposed of using appropriate safeguards. We review retention practices regularly to ensure information is not held longer than necessary.

6. Data Processors and Sharing

We may use third-party service providers, known as processors, to help us run our business and provide our services. These processors only act on our instructions and are required to protect personal data appropriately.

Examples of processors or categories of processors may include:

IT and cloud service providers that host systems, emails, or storage platforms;
payment service providers that handle card or online payments;
accounting and bookkeeping providers that assist with financial record management;
customer communication tools used for service updates or booking confirmations;
professional advisers such as legal, insurance, or compliance specialists;
subcontractors or cleaning staff where necessary to deliver services and only with the minimum data required.

We may also disclose personal data where required by law, by a court order, or to protect the rights, safety, or property of our business, staff, or customers. We do not sell personal data.

7. International Transfers

If a processor stores or accesses personal data outside the UK, we will ensure appropriate safeguards are in place. This may include the use of approved contractual clauses or ensuring the destination country offers an adequate level of data protection.

8. Data Security

We take reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, password protection, and limited access to data on a need-to-know basis.

Although no system can be guaranteed to be completely secure, we regularly review our practices to reduce risk and maintain confidentiality. If a data breach occurs that is likely to result in a high risk to your rights and freedoms, we will act in accordance with legal requirements.

9. Your Rights

As a data subject under UK GDPR, you have a number of rights in relation to your personal data. These rights may be subject to legal limits in certain circumstances. They include:

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete information.
Right to erasure – you can ask us to delete your data in certain circumstances.
Right to restriction – you can ask us to limit the way we process your data.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request certain information in a structured, commonly used format.
Right to withdraw consent – where consent is used, you can withdraw it at any time.

If you wish to exercise any of these rights, we will respond within the timeframes required by law and may ask for information to confirm your identity.

10. Cookies and Similar Technologies

If digital tools or website features are used, cookies or similar technologies may be employed to support functionality, improve performance, or analyse usage. Where consent is required, it will be obtained before non-essential cookies are used. You can control cookies through your browser settings or other available preferences.

11. Children’s Data

Our services are not intended for children, and we do not knowingly collect personal data from children unless it is necessary for service delivery and provided by an adult with authority to do so. Where children’s data is involved, we will apply appropriate safeguards and process it only where lawful.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. The most recent version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to stay informed.

13. Summary of Our Commitment

Cleaners Surrey is committed to processing personal data lawfully, fairly, and transparently. We collect only what is necessary, use it for clear and legitimate purposes, retain it for appropriate periods, and share it only with trusted processors or where required by law. We also respect the rights of every individual whose data we handle.

By using our services, all Cleaners Surrey customers in area are covered by this Privacy Policy.