Cleaning Lady London Privacy Policy

This Privacy Policy explains how Cleaning Lady London collects, uses, stores and protects personal data relating to our customers and prospective customers within our service area. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act.

By using Cleaning Lady London services or by contacting us to request a quote or information, you acknowledge that you have read and understood this Privacy Policy.

Who this Privacy Policy applies to

This Privacy Policy applies to all Cleaning Lady London customers, former customers and prospective customers located within our service area who contact us, request a quote, make a booking, enter into a contract for cleaning services, visit our website, or otherwise interact with us in relation to our services.

This Privacy Policy does not apply to employees, workers, or job applicants, who are covered by separate privacy information provided as part of recruitment or employment processes.

Personal data we collect

Cleaning Lady London collects and processes personal data only to the extent that it is necessary for the purposes described in this Privacy Policy. The types of personal data we may collect include:

Identification and contact details, such as your full name, residential address, service address, billing address, and any other contact addresses you provide.

Communication details, such as your preferred contact methods and the content of any communications you send to us, including enquiries, complaints and feedback.

Service information, such as details of your cleaning requirements, property type and size, access instructions, preferred dates and times, frequency of service, special instructions and any relevant notes about the property that are necessary to provide the service safely and effectively.

Booking and transactional data, such as booking confirmations, appointment history, payment status, amounts paid, discounts, refunds, and records of invoices issued to you.

Technical and usage data, which may include information about how you use our website or online booking tools, such as pages visited and the date and time of your visit. This may be collected through cookies or similar technologies where permitted by applicable law and your browser settings.

Feedback and survey data, such as your responses to customer satisfaction surveys or reviews you provide about our services.

How we collect personal data

We collect personal data directly from you when you contact us by telephone, through online enquiry or booking forms, when you engage with us via social media messaging services, or when you provide information in writing. We may also collect data when you enter into a contract with us or when you communicate with us in relation to your existing or past cleaning services.

In some cases, we may receive personal data about you from third parties, for example where someone else books a service on your behalf and provides your details as the service contact at the property.

Lawful basis for processing your data

Certain data protection laws require us to have a lawful basis for processing your personal data. Cleaning Lady London relies on the following lawful bases:

Performance of a contract. We process personal data where it is necessary to enter into and perform a contract with you, including processing bookings, providing the cleaning services you have requested, managing payments, and handling related communications.

Compliance with legal obligations. We process personal data where it is necessary to comply with legal and regulatory obligations, such as accounting, tax, record-keeping requirements, and responding to requests from competent authorities where we are legally required to do so.

Legitimate interests. We process personal data where it is necessary for our legitimate business interests and where your rights and freedoms do not override those interests. These legitimate interests include managing and improving our services, handling customer queries, verifying information, preventing fraud and misuse of our services, and maintaining accurate business records.

Consent. In limited circumstances, we may rely on your consent, for example for certain marketing communications or the use of non-essential cookies where required by law. Where processing is based on consent, you have the right to withdraw your consent at any time.

How we use your personal data

We use personal data for the following purposes:

To provide, manage and improve our cleaning services, including processing enquiries, preparing and issuing quotations, accepting bookings, scheduling cleaning visits and allocating staff.

To communicate with you about your enquiries, bookings, changes to appointments, invoices, payments, service updates, and any issues or complaints that arise.

To manage payments, refunds and accounts, and to maintain accurate financial and service records for accounting and audit purposes.

To respond to your questions, feedback and complaints and to monitor the quality and effectiveness of our services.

To improve our operations, website and customer experience by analysing service usage patterns and feedback where appropriate and lawful.

To comply with our legal and regulatory obligations and to cooperate with regulators, law enforcement and other authorities when we are legally required to do so.

Data sharing and processors

We do not sell your personal data. We may share your personal data with carefully selected third parties who act as data processors on our behalf. These processors may include:

IT and cloud service providers that host our systems or store our records.

Booking and scheduling software providers that help us manage appointments and customer information.

Payment processing providers that enable us to process your payments securely.

Professional advisers such as accountants or auditors who require access to certain records for legitimate business or legal reasons.

These processors are required by contract to process personal data only in accordance with our documented instructions, to keep it secure, and to comply with data protection laws. They are not permitted to use your personal data for their own purposes.

We may also share personal data with other third parties where required by law, in connection with legal proceedings, or in the event of a business reorganisation or transfer, provided that appropriate safeguards are in place.

International transfers

If any of our service providers or systems 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 standard contractual clauses or other mechanisms recognised by data protection law. Further details of such safeguards can be requested using the contact details provided in our customer documentation.

Data retention

Cleaning Lady London keeps personal data only for as long as is necessary for the purposes described in this Privacy Policy or as required by law.

Customer records relating to contracts, bookings, invoices and payments are generally retained for the duration of your relationship with us and for a period afterwards as required for accounting, tax and legal purposes. Once this period has expired, records are securely deleted or anonymised.

Enquiry records from prospective customers who do not go on to use our services are retained for a limited period to respond to follow-up questions and to manage our business records, after which they are securely deleted or anonymised.

Where we rely on your consent for certain processing, such as specific marketing communications, we will stop the relevant processing once you withdraw consent, but may retain a minimal record of your request to ensure that we respect your preferences in the future.

Data security

We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include limiting access to personal data to staff and contractors who need it to perform their duties, using secure storage solutions, and taking reasonable steps to ensure that processors provide adequate security.

While we take these measures, no method of transmission or storage can be guaranteed to be completely secure. You are encouraged to take care when sharing personal information and to notify us promptly if you believe your data may have been compromised in connection with our services.

Your data protection rights

Under data protection laws, you may have the following rights in relation to your personal data, subject to certain conditions and exemptions:

The right to access your personal data and to receive a copy of the information we hold about you.

The right to request correction of inaccurate or incomplete personal data.

The right to request the deletion of your personal data where there is no longer a valid reason for us to keep it.

The right to object to certain types of processing based on our legitimate interests, and to request that we restrict processing in certain circumstances.

The right to data portability, which allows you to request that we provide your personal data in a structured, commonly used and machine-readable format, where applicable.

Where we rely on consent as our lawful basis, the right to withdraw that consent at any time, without affecting the lawfulness of processing prior to withdrawal.

You also have the right to lodge a complaint with a supervisory authority if you believe that your data protection rights have been infringed. In the United Kingdom, this is the Information Commissioner's Office.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. Any changes will be effective from the date of publication. You are encouraged to review this Privacy Policy periodically to stay informed about how we process personal data.

Contacting Cleaning Lady London about privacy

If you have questions about this Privacy Policy or how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the details provided in your customer documentation or on our official customer communications. Please clearly state that your enquiry relates to data protection or privacy so that it can be handled appropriately.