Privacy Policy - Carpetcleaning Hounslow

This Privacy Policy explains how Carpetcleaning Hounslow collects, uses, stores, shares, and protects personal data in connection with its services. It applies to all Carpetcleaning Hounslow customers in the area, including individuals, households, landlords, tenants, and business clients who request or receive our cleaning services. We are committed to handling personal data in a fair, transparent, and lawful manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Carpetcleaning Hounslow provides carpet cleaning and related cleaning services to customers in Hounslow and surrounding areas. For the purposes of data protection law, we act as the data controller when we determine why and how personal data is processed. This means we are responsible for deciding the purposes for collecting personal information and for ensuring that the information is used only in ways that are permitted by law.

2. Information We Collect

We collect only the personal data that is necessary to provide our services, manage our relationship with customers, and meet legal or operational obligations. The types of information we may collect include:

Identity details such as name, title, and, where relevant, company name.
Contact details such as address, email address, and telephone number.
Service details including the type of cleaning requested, property access instructions, preferred dates, special requirements, and job notes.
Payment information such as billing details, transaction records, and payment status. We do not store card security codes.
Communication records including messages, complaints, feedback, quotes, and service confirmations.
Technical data that may be collected through our systems, such as basic device information or log data when you interact with digital booking or communication tools.

In limited cases, we may also process information about access needs or other special requirements that help us deliver services safely and effectively. If such information reveals health-related or other sensitive personal data, we will only process it where there is a lawful basis and additional protection is appropriate.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide quotations and confirm bookings.
To carry out carpet cleaning and related services.
To communicate with customers before, during, and after service delivery.
To manage payments, invoices, refunds, and account administration.
To respond to queries, complaints, and service issues.
To improve our services, training, and customer experience.
To maintain records for accounting, insurance, and legal compliance.
To prevent fraud, misuse, or unauthorised access to our systems.

We will not use personal data for purposes that are incompatible with the original reason it was collected, unless we have a lawful basis to do so and the new purpose is permitted by law.

4. Lawful Basis for Processing

We process personal data only where we have a valid legal basis under UK GDPR. Depending on the situation, one or more of the following lawful bases may apply:

a. Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming appointments, carrying out cleaning services, and managing payment arrangements.

b. Legal Obligation

We may process data when needed to comply with legal obligations, such as tax rules, accounting requirements, insurance obligations, or lawful requests from authorities.

c. Legitimate Interests

We may process data for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. These interests may include improving services, handling customer administration, keeping accurate records, preventing fraud, and protecting our business and staff. Where we rely on legitimate interests, we assess the impact on your privacy and take steps to minimise unnecessary processing.

d. Consent

In some cases, we may rely on your consent, especially where the processing is not necessary for a contract or another legal basis. If consent is used, you have the right to withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before the withdrawal.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods depend on the type of data and the reason for processing.

Customer service records are typically retained for a reasonable period to manage repeat bookings, complaints, and service history.
Financial and tax records are retained for the period required by law.
Communications and correspondence are retained for as long as needed to resolve disputes or maintain business records.
Special category or sensitive information, where processed, is kept only for the shortest period necessary.

When personal data is no longer required, we will delete, anonymise, or securely dispose of it in line with our retention practices. We review retention regularly to ensure we do not keep data longer than necessary.

6. Sharing Personal Data and Processors

We may share personal data with trusted third parties who help us operate our business. These third parties act as processors when they process data on our behalf and only under our instructions. They are required to protect your data and must not use it for their own purposes.

Examples of processors may include:

IT and software providers that support booking, communication, storage, or administration systems.
Payment service providers that process transactions securely.
Accountants or bookkeeping services assisting with financial records and legal compliance.
Customer management or scheduling tools used to organise appointments and service delivery.

In addition to processors, we may disclose data to independent third parties where required by law, to insurers, professional advisers, or public authorities. We do not sell personal data. If data is transferred outside the UK, we will ensure appropriate safeguards are in place so that your personal data remains protected.

7. Data Security

We take appropriate technical and organisational measures to safeguard personal data against accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include restricted access controls, secure storage, staff confidentiality obligations, and regular review of our security practices. While no system can be guaranteed to be completely secure, we work to reduce risks and respond promptly to any suspected breach.

8. Your Rights

Under data protection law, you have several important rights in relation to your personal data. Subject to legal limitations, you may have the right to:

Access the personal data we hold about you.
Rectify inaccurate or incomplete information.
Erase your personal data in certain circumstances.
Restrict how we process your data in certain situations.
Object to processing based on legitimate interests or direct marketing, where applicable.
Data portability for information you provided to us, where the legal conditions are met.
Withdraw consent at any time where consent is the basis for processing.

You also have the right to complain to the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage customers to raise concerns with us first so we can try to resolve them promptly and fairly.

9. Children’s Data

Our services are not aimed at children, and we do not knowingly collect personal data from children in a direct marketing context. Where information relating to a child is provided by an adult customer in connection with a service arrangement, we will only process it where necessary and appropriate for the service.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal duties, or data handling practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their personal data is used.

11. Our Commitment

Carpetcleaning Hounslow is committed to respecting privacy and using personal data responsibly. We aim to be clear about what information we collect, why we collect it, how long we keep it, and who may process it on our behalf. If we need to process data in a new way, we will make sure that a lawful basis exists and that any processing is proportionate, necessary, and secure.

This policy applies to all Carpetcleaning Hounslow customers in the area. By using our services, you acknowledge that your personal data may be processed in the ways described in this Privacy Policy and in accordance with applicable data protection laws.