Privacy Policy - Cleaners Brentford

This Privacy Policy explains how Cleaners Brentford collects, uses, stores, and protects personal data when providing cleaning services to customers in Brentford and the surrounding area. It applies to all Cleaners Brentford customers in the area, including private households, landlords, tenants, letting agents, and business clients who arrange or receive cleaning services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, making an enquiry, or otherwise interacting with us, you acknowledge that your personal data may be processed as described in this policy. We only collect data that is relevant and necessary for service delivery, administration, payment, communication, safety, and legal compliance.

1. Personal Data We Collect

We may collect and process the following categories of personal data:

Identity data such as your name and, where needed, title.
Contact data such as your address, email address, and telephone number.
Service information including cleaning preferences, appointment details, access instructions, property type, and special requests.
Billing and payment data such as invoice details, payment status, and transaction references. We do not keep unnecessary card details where payment is handled by a third-party payment provider.
Communication records including messages, enquiry forms, complaint details, and feedback.
Technical and usage data if you interact with any digital systems we use, such as device information, browser details, and basic analytics data.
Operational data such as records of completed services, scheduling notes, and quality assurance information.

We do not intentionally collect more personal data than is needed for the services requested. We also avoid collecting special category data unless it is necessary and lawful to do so, for example where you voluntarily provide information that is required to carry out services safely or accommodate a specific request.

2. How We Collect Your Data

We may obtain personal data directly from you when you:

request a quotation or book a cleaning service;
communicate with us by message, phone, or written correspondence;
provide instructions for access, preferences, or service changes;
submit feedback, a complaint, or a query;
make a payment or receive an invoice.

We may also receive data from third parties where necessary for the performance of a contract or to manage service arrangements, for example from landlords, letting agents, property managers, or household members who book services on your behalf. Where someone provides your details to us, they should only do so if they have the right to share that information.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of personal data. Depending on the context, we rely on the following lawful bases:

Contract

We process data where it is necessary to enter into or perform a contract with you, such as arranging a cleaning appointment, managing service delivery, issuing invoices, and handling customer support related to the service.

Legal Obligation

We process certain data where required by law, including tax, accounting, record-keeping, fraud prevention, and compliance obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where your rights and freedoms do not override those interests. This may include managing schedules, improving service quality, maintaining service records, preventing misuse, and resolving complaints. We always consider whether the processing is proportionate and limited to what is necessary.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily agree to optional communications or provide particular information not required for the service. If consent is used, you may withdraw it at any time. This will not affect the lawfulness of any processing carried out before withdrawal.

4. How We Use Your Data

We use personal data for the following purposes:

to provide cleaning services and manage bookings;
to confirm appointments and coordinate access arrangements;
to communicate service updates, changes, or issues;
to issue invoices, process payments, and keep financial records;
to handle complaints, queries, and customer support;
to improve service quality and maintain accurate operational records;
to comply with legal, tax, and accounting obligations;
to protect our business, staff, customers, and property from fraud, misuse, or unsafe situations.

We will only use your data for the purposes for which it was collected, unless we reasonably determine that it is necessary to use it for a compatible purpose, and doing so remains lawful.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our services or meet legal obligations. These parties act either as processors or independent controllers, depending on the nature of the relationship.

Typical processors may include:

Booking and scheduling systems used to manage appointments and service records.
Payment providers that process transactions securely on our behalf.
IT and cloud service providers that support data storage, communication, and business operations.
Accounting and invoicing providers that assist with financial administration.
Customer service tools used to manage enquiries, feedback, or service notes.

Where we use processors, they are required to process personal data only on our instructions, keep it secure, and comply with applicable data protection law. We do not sell personal data.

We may also disclose data where required by law, court order, regulatory request, or to protect our legal rights, the rights of others, or public safety.

6. International Transfers

If any processor stores or processes data outside the United Kingdom, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, approved contractual clauses, or other lawful mechanisms designed to protect your data to a standard consistent with UK data protection requirements.

7. Data Retention

We retain personal data only for as long as necessary for the purpose for which it was collected, and as required by law. Retention periods depend on the type of information and the reason for processing.

Customer and booking records are retained for the duration of the service relationship and for a reasonable period afterwards to manage follow-up issues and service history.
Invoices and financial records are typically kept for the period required by tax and accounting law.
Communication records may be retained for as long as needed to resolve disputes, maintain accurate records, or improve service quality.
Technical logs are kept for limited periods for security, system integrity, and troubleshooting.

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

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing.

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 data.
Right to erasure – in certain cases, you can request deletion of your data.
Right to restriction – you can ask us to limit how we use your data in specific situations.
Right to object – you can object to processing based on legitimate interests, and to direct marketing where applicable.
Right to data portability – you may request that certain information be provided in a structured, commonly used format.
Right to withdraw consent – where processing relies on consent, you may withdraw it at any time.

To exercise your rights, you may make a request using the contact route provided in your service communications. We may need to verify your identity before responding. We aim to respond within the time limits required by law.

9. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and limited data access on a need-to-know basis.

Although we work hard to protect personal information, no system can be guaranteed completely secure. If a personal data breach occurs and it presents a risk to your rights and freedoms, we will take the necessary steps required by law.

10. Children’s Data

Our cleaning services are not intended to be directed at children. We do not knowingly collect personal data from children except where it is provided incidentally by an adult customer and is necessary for service delivery or household administration.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any revised version will apply from the date it is made available. We encourage customers to review the policy periodically to stay informed about how personal data is handled.

12. Summary of Our Commitment

Cleaners Brentford is committed to using personal data responsibly, transparently, and only where it is necessary for lawful business purposes. We aim to protect your privacy while delivering reliable cleaning services across Brentford and the surrounding area. Our approach is based on data minimisation, purpose limitation, and respect for your rights as a customer.

This policy is intended to provide clear information about how we manage your personal data and the choices available to you. If our processing changes in a material way, we will update this policy accordingly so that it remains accurate and compliant.