Privacy Policy

Cleaner Surrey Privacy Policy

This Privacy Policy explains how Cleaner Surrey collects, uses, stores and protects personal data relating to our customers and prospective customers in Surrey. It is intended to meet the requirements of the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, you acknowledge that you have read and understood this Privacy Policy.

Scope and Data Controller

This Privacy Policy applies to all Cleaner Surrey customers and prospective customers within our service area in Surrey, including individuals, households and business clients that engage with our cleaning services. Cleaner Surrey acts as the data controller for the personal data described in this Policy. This means that we determine the purposes and means of processing your personal data.

Personal Data We Collect

We collect and process different types of personal data about you, depending on how you interact with us and the services you request. This may include:

Identification and contact details such as name, postal address, service address, billing address, and any contact details that you choose to provide such as email address or preferred communication details.

Service and booking information such as details of the cleaning services you request, property type and size, access instructions you choose to provide, dates and times of bookings, and records of visits and completed work.

Payment and transaction data such as records of payments made, amounts, dates, invoices and refunds. We do not store full payment card details. Where card or electronic payments are used, these are processed by external payment processors.

Communication records such as enquiries, complaints, feedback, and any correspondence you have with us by written or verbal means, as well as notes relating to the handling of your requests.

Marketing preferences such as whether you wish to receive information about offers, updates or new services, and your communication channel preferences.

Technical information derived from your use of our online presence, such as basic device and browser information and general usage data, where this is provided to us through your interaction with our website or digital tools.

How We Collect Your Data

We collect personal data directly from you when you contact us to request a quote, make a booking, update your details, provide feedback, or communicate with us in any other way. This may occur via our website, by written correspondence, or in person.

We may also receive limited personal data from third parties where you have authorised them to share information with us, for example a landlord, letting agent or commercial partner who requests services on your behalf. In these cases, the third party is responsible for ensuring that they have a lawful basis to share your personal data with us.

Lawful Basis for Processing

We rely on one or more of the following lawful bases under data protection law when processing your personal data:

Contractual necessity. We process your personal data where it is necessary to enter into or perform a contract with you, including taking steps at your request before entering into a contract. This includes arranging and delivering cleaning services, managing bookings, communicating about appointments, and handling billing and payments.

Legitimate interests. We process certain personal data to pursue our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. These interests include managing and improving our services, handling enquiries and complaints, maintaining records of work carried out, and protecting our business operations.

Legal obligations. We process personal data where we are required to do so by law, for example to maintain tax and accounting records, to respond to lawful requests from authorities, or to comply with regulatory requirements.

Consent. In some situations we rely on your consent, for example for certain types of marketing communications or where we collect optional information that is not strictly necessary for providing the service. 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 your personal data for the following purposes:

To provide and manage cleaning services including responding to enquiries, issuing quotes, creating and managing bookings, delivering services at the agreed location and time, and confirming completed work.

To manage payments and accounts including issuing invoices, processing payments, managing any refunds, and maintaining financial records for accounting and audit purposes.

To communicate with you including responding to your questions, informing you of changes to bookings, sending service-related notifications, and dealing with complaints or feedback.

To improve our services including training staff, monitoring quality and performance, reviewing patterns in service usage, and enhancing safety and efficiency.

To send marketing where permitted including informing you of offers, promotions or new services that may be of interest to you, in line with your communication preferences and applicable laws.

To protect our business and comply with law including preventing and detecting fraud or misuse of our services, and handling legal claims or disputes.

Data Sharing and Processors

We may share your personal data with third parties where this is necessary for the purposes described in this Policy or where we are legally required to do so. These third parties may include:

Service providers and processors who perform services on our behalf, such as providers of customer management tools, payment processors, accounting and bookkeeping services, information technology support, and secure data storage. These processors are only permitted to process personal data following our instructions and must implement appropriate security measures.

Professional advisers such as accountants, auditors or legal advisers, to the extent necessary for them to provide advice or services to us.

Authorities and regulators where we are required by law to disclose personal data or where disclosure is necessary to establish, exercise or defend legal claims.

We do not sell your personal data. Any sharing is limited to what is necessary and proportionate for the relevant purpose.

International Data Transfers

Where our use of processors or service providers involves transferring personal data outside the United Kingdom, we will take steps to ensure that your data is afforded an equivalent level of protection. This may include using territories that are subject to adequacy regulations or implementing appropriate safeguards such as standard contractual clauses approved by relevant authorities.

Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, or as required by law. The retention period will depend on the type of data and the reason it was collected.

In general, we retain customer records and related service information for a period sufficient to manage our relationship with you, deal with any queries or complaints, and meet our tax and accounting obligations. Financial records are typically kept for several years as required by applicable legislation.

When personal data is no longer needed, we will either securely delete it or anonymise it so that it can no longer be linked to an identifiable individual.

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 restricting access to personal data to staff and service providers who need it for their role, using secure storage and transmission methods where appropriate, and maintaining procedures to respond to suspected security incidents.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions. They include:

Right of access. You can request confirmation that we process your personal data and ask for a copy of the information we hold about you.

Right to rectification. You can ask us to correct or complete personal data that you believe is inaccurate or incomplete.

Right to erasure. In certain circumstances, you can request that we delete your personal data. This right may be limited where we are required to retain information by law or where we have overriding legitimate grounds.

Right to restriction of processing. You can request that we restrict the way we process your data in certain situations, for example while we verify its accuracy or consider an objection.

Right to object. You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, including profiling related to those interests. You also have an absolute right to object to direct marketing at any time.

Right to data portability. In certain circumstances, you can request that we provide your personal data in a structured, commonly used, machine-readable format or that we transmit it to another controller, where technically feasible.

Right to withdraw consent. Where we rely on your consent to process personal data, you can withdraw that consent at any time. This will not affect the lawfulness of processing carried out before withdrawal.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights or have questions about how we handle your personal data, you can contact us using our standard contact methods as set out on our customer communications and documentation.

If you are not satisfied with our response or believe that your data protection rights have been infringed, you also have the right to lodge a complaint with the relevant supervisory authority in the United Kingdom.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. Any changes will be effective from the time the updated Policy is made available. We encourage you to review this Policy periodically to stay informed about how we handle your personal data.