Privacy Policy - Cleaning Lady London

This Privacy Policy explains how Cleaning Lady London collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Cleaning Lady London customers in area, including prospective customers, current customers, and anyone who interacts with us in relation to our cleaning services. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Cleaning Lady London provides domestic and related cleaning services. In order to deliver these services efficiently, we may need to collect and process personal data about customers, household members, property access arrangements, preferences, and billing information. We only process data that is necessary for clearly defined purposes.

2. Personal Data We Collect

We may collect the following categories of personal data:

• Identity data such as your name and title.
• Contact data such as your email address, telephone number, and service address.
• Service data such as booking history, cleaning preferences, instructions, frequency of visits, and feedback.
• Payment data such as payment status, invoicing details, and transaction references. We do not store full card details where payment is handled by a secure third-party provider.
• Access and property data such as entry instructions, alarm codes, key-holding arrangements, or notes needed to access the premises safely.
• Communication data such as correspondence by phone, email, text, or other messaging methods.
• Technical data if you interact with our digital systems, including basic device or usage information needed for security and service administration.

We may also receive information from third parties where it is necessary to provide our services, for example from a family member, landlord, property manager, or another person authorised to act on your behalf.

3. How We Use Personal Data

We use personal data for the following purposes:

• to provide cleaning services and manage bookings;
• to communicate about appointments, changes, cancellations, and service updates;
• to personalise services according to your instructions and preferences;
• to process invoices, payments, and refunds where applicable;
• to keep records of services delivered;
• to manage customer queries, complaints, and service issues;
• to maintain safety, security, and access arrangements;
• to comply with legal, accounting, tax, and regulatory obligations;
• to detect and prevent fraud, misuse, or unlawful activity;
• to improve our services and internal operations.

We only process personal data to the extent it is relevant and necessary for these purposes.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis to process your personal data. We rely on the following lawful bases:

Performance of a Contract

Most of the data we process is required to enter into and perform our contract with you, or to take steps at your request before entering into a contract. This includes managing bookings, delivering cleaning services, handling payment administration, and applying your service instructions.

Legitimate Interests

We may process some personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This includes service administration, record-keeping, customer support, quality control, security, and the prevention of fraud or misuse.

Legal Obligation

We may process and retain certain information when required by law, including for tax, accounting, employment, insurance, or regulatory purposes.

Consent

In limited circumstances, we may rely on your consent, for example where required for certain optional communications or specific processing activities. Where we rely on consent, you may withdraw it at any time. This will not affect the lawfulness of processing based on consent before withdrawal.

5. Sharing Personal Data and Processors

We do not sell personal data. We may share personal data with trusted third parties where necessary for service delivery, business administration, or legal compliance. These third parties may act as data processors or independent controllers depending on the service they provide.

Processors

We may use processors to help us operate our business, including:

• Payment service providers to process secure transactions;
• Scheduling or booking systems to manage appointments;
• Communication service providers to send service-related messages;
• IT and cloud hosting providers to store and protect business records;
• Accounting or bookkeeping providers to support financial administration;
• Professional advisers such as accountants, insurers, or legal advisers where required.

Where processors handle personal data on our behalf, they are required to process it only according to our instructions, keep it secure, and comply with applicable data protection law. We take reasonable steps to ensure that any processor offers appropriate safeguards.

Other Disclosures

We may also share personal data where necessary with law enforcement, regulators, courts, or other authorities if we are required to do so by law or if disclosure is necessary to protect our rights, staff, customers, or property.

6. Retention of Personal Data

We keep personal data only for as long as is necessary for the purpose for which it was collected, including for the satisfaction of legal, accounting, and reporting requirements. The exact retention period depends on the type of data and the reason it was collected.

• Customer service and booking records may be kept for the duration of the customer relationship and for a reasonable period afterwards to deal with queries or disputes.
• Financial and invoicing records may be retained for the period required by tax and accounting laws.
• Communication records may be kept where needed for service management, complaint resolution, or record-keeping.
• Access instructions and similar operational details are kept only as long as they remain necessary for providing the service safely.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access on a need-to-know basis. Although no system can be guaranteed to be completely secure, we take data protection seriously and work to reduce risks.

8. Your Rights

As a data subject under the UK GDPR, you have the following rights in relation to your personal data:

• Right of access – to request a copy of the personal data we hold about you.
• Right to rectification – to request correction of inaccurate or incomplete data.
• Right to erasure – to request deletion of your data in certain circumstances.
• Right to restrict processing – to request that we limit how we use your data in certain cases.
• Right to data portability – to receive certain data in a structured, commonly used format.
• Right to object – to object to processing based on legitimate interests or direct marketing.
• Rights related to automated decision-making – to not be subject to decisions made solely by automated means where this has legal or similarly significant effects.

Where we rely on consent, you may withdraw it at any time. If you wish to exercise any of your rights, we will respond in line with applicable law and may need to verify your identity before acting on your request.

9. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place to protect it in accordance with data protection law. These safeguards may include approved contractual protections or other lawful transfer mechanisms.

10. Children’s Data

Our services are intended for adults, and we do not knowingly collect personal data directly from children unless it is necessary in connection with a customer’s household arrangement and lawful service delivery. Where children’s information is inadvertently provided, we will handle it with care and only for the purpose for which it was supplied.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, our services, or the way we process personal data. Any updated version will apply from the date of publication. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

12. Summary of Our Commitment

Cleaning Lady London is committed to respecting privacy and protecting personal data. We collect only the information needed to provide reliable cleaning services, we process it under clear lawful bases, we limit retention, and we use trusted processors under contractual safeguards. We also ensure that customers can exercise their rights and that all personal data is handled with care, confidentiality, and accountability.