Privacy Policy - Carpetcleaning W5

This Privacy Policy explains how Carpetcleaning W5 collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Carpetcleaning W5 customers in the area, including prospective customers, existing customers, and anyone who interacts with us in relation to carpet cleaning, stain removal, upholstery cleaning, rug cleaning, and related services.

We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is designed to help you understand what personal data we collect, why we collect it, how long we keep it, and what rights you have over it.

1. Information We Collect

We collect only the personal data that is necessary for providing our services, managing our business, and meeting legal obligations. The information we collect may include:

• Identity details: your name and any relevant title or salutation.
• Contact details: address, email address, phone number, and any preferred communication details.
• Service details: information about the property, rooms, carpets, upholstery, floor types, or items to be cleaned, as well as booking preferences and service instructions.
• Payment information: payment records, invoice details, and transaction confirmations. We do not store full card details unless required through a secure payment provider.
• Communication records: messages, enquiries, complaints, service feedback, and notes from customer support interactions.
• Technical and usage data: limited information such as device or browser details, if collected through our digital systems, for security and service improvement purposes.

We do not seek to collect sensitive personal data unless there is a lawful reason to do so and it is necessary for a specific service or legal requirement. If such data is ever needed, we will only process it in accordance with applicable data protection law.

2. How We Use Your Data

Your personal data is used for the following purposes:

• to respond to enquiries and provide quotations;
• to schedule, deliver, and manage cleaning services;
• to process payments, refunds, and billing matters;
• to keep service records and customer histories;
• to handle complaints, claims, and disputes;
• to communicate about appointments, changes, and service-related matters;
• to comply with legal, accounting, and tax obligations;
• to protect against fraud, misuse, or unlawful activity;
• to improve service quality, training, and internal operations.

We use your information only for legitimate business purposes and never in a way that would be unreasonable or unexpected. Where appropriate, we keep processing to the minimum amount necessary.

3. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under UK GDPR. Depending on the circumstance, our lawful bases may include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes managing bookings, delivering cleaning services, issuing invoices, and handling service-related communications.

Legal Obligation

We may process and retain certain information to meet legal obligations, such as accounting, tax, record-keeping, and regulatory compliance requirements.

Legitimate Interests

We may process data for our legitimate interests where those interests are not overridden by your rights and freedoms. Examples include service management, customer support, fraud prevention, business administration, and improving our offerings. When relying on legitimate interests, we consider whether the processing is necessary and proportionate.

Consent

In limited cases, we may rely on your consent, for example where it is required for optional communications or certain marketing-related activity. If we rely on consent, you may withdraw it at any time.

4. Sharing Your Information

We may share personal data with trusted third parties only when necessary and only for the purposes described in this policy. These third parties may act as data processors or, in some cases, independent data controllers.

Examples of sharing may include:

• Payment processors: to process transactions securely;
• Booking or administration tools: to manage customer records, appointments, and operational workflows;
• IT and cloud service providers: to store and secure business data;
• Accountants or professional advisers: where needed for tax, financial, or legal compliance;
• Insurers or dispute resolution partners: if a claim, complaint, or incident needs to be reviewed;
• Authorities or regulators: where disclosure is required by law.

We require all processors to handle data securely, use it only for instructed purposes, and maintain appropriate confidentiality and data protection safeguards.

5. Data Retention

We retain personal data only for as long as necessary for the purpose for which it was collected, including for legal, accounting, reporting, and dispute-resolution purposes. Retention periods may vary depending on the type of record and the obligations that apply to it.

In general, we may keep:

• Customer and service records: for the duration of the customer relationship and for a reasonable period afterwards;
• Financial and tax records: for the period required by law;
• Complaints and correspondence: for as long as needed to resolve the matter and maintain business records;
• Consent records: until consent is withdrawn or the related processing ends.

When data is no longer required, we will securely delete it, anonymise it, or otherwise dispose of it in a safe manner.

6. Data Security

We take reasonable technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data handling practices.

Although we take data protection seriously, no system can be guaranteed to be completely secure. If a personal data breach were to occur and there were a risk to your rights and freedoms, we would take appropriate action in line with legal requirements.

7. Your Rights

Under data protection law, you have important rights regarding your personal data. Subject to legal limitations, these rights include:

• 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 information.
• Right to erasure: you can request deletion of your data in certain circumstances.
• Right to restriction: you can ask us to limit how we use your data in certain situations.
• Right to data portability: you can request that certain data be provided to you or another organisation in a structured format.
• Right to object: you can object to processing based on legitimate interests or direct marketing.
• Right to withdraw consent: where processing is based on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable law and within the required timeframes. We may need to verify your identity before fulfilling a request.

8. Data Processors

We may use third-party service providers to support our operations. These processors may include providers of secure software, cloud hosting, payment services, communication tools, and administrative systems. Where we appoint a processor, we ensure there is a written agreement requiring them to protect data, act only on our instructions, and comply with data protection obligations.

Important: processors are not permitted to use your data for their own unrelated purposes. They may only process it to deliver the agreed service to Carpetcleaning W5.

9. International Transfers

Some of our processors may store or process data outside the United Kingdom. If this happens, we will ensure appropriate safeguards are in place so that your personal data remains protected to a standard consistent with UK data protection law.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data handling practices. Any changes will apply from the date they are published. We encourage customers to review this policy periodically to stay informed.

11. Summary of Our Commitment

Carpetcleaning W5 is committed to treating personal data with care, transparency, and respect. We collect only what we need, process it on a valid legal basis, retain it only as long as necessary, and protect it with appropriate safeguards. We also recognise and support your rights under data protection law.

By using our services, you acknowledge that this Privacy Policy applies to your personal data and to the services provided to all Carpetcleaning W5 customers in the area. We aim to maintain trust by handling information responsibly and by ensuring our practices remain lawful, fair, and proportionate.