Twickenham Cleaner Privacy Policy

This Privacy Policy explains how Twickenham Cleaner collects, uses, stores, and protects personal data relating to our customers in the Twickenham area. It is intended to provide clear and transparent information in accordance with the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all customers and prospective customers who use, or enquire about, our cleaning services within the Twickenham area.

Who We Are and Scope of This Policy

Twickenham Cleaner provides professional cleaning services to residential and business customers in the Twickenham area. For the purposes of applicable data protection laws, Twickenham Cleaner is the data controller of the personal data described in this Privacy Policy. This means we decide how and why your personal data is processed when you engage with us as a customer or potential customer.

This Privacy Policy applies to all Twickenham Cleaner customers and service users in the Twickenham area, including people who make enquiries, request quotes, book services, or otherwise interact with us in relation to our cleaning services.

Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us. The main categories of personal data we may collect include:

Identification and contact details such as name, address, service location, billing address, and other contact details you provide to us to enable us to contact you and deliver our services.

Service and booking information such as details of the type of service requested, property type and size, preferred dates and times, access instructions, and any special requirements you tell us about.

Communication records including notes of conversations, and the content of any messages or correspondence you send to us in relation to enquiries, bookings, feedback, or complaints.

Payment and transaction information such as payment confirmations, invoices, and records of the services you have purchased. We do not store full payment card details ourselves; where required, these are handled securely by our chosen payment processors.

Technical and usage information where relevant, for example limited device or browser information and basic usage data about how you access our online content, to the extent necessary for security, performance, and service improvement.

Any other information you choose to provide to us that is relevant to the provision of cleaning services, such as instructions about items in your property, access arrangements, or preferences relating to cleaning products.

How We Collect Personal Data

We usually collect personal data directly from you when you contact us, request a quote, make a booking, or communicate with us in any other way. We may also receive personal data from third parties where this is necessary to provide our services, for example if a managing agent or landlord provides contact details and access information for a property where cleaning services are to be carried out.

In some cases, we may collect publicly available information to confirm property details or to help ensure that we can provide services safely and effectively, but we limit such collection to what is necessary for our legitimate business purposes.

Lawful Basis for Processing Your Data

We process your personal data only where we have a lawful basis to do so under data protection law. The main lawful bases we rely upon are:

Contract: We process personal data where it is necessary to enter into or perform a contract for cleaning services with you. This includes processing data to provide quotations, confirm bookings, deliver services, handle payments, and manage your account.

Legitimate interests: We may process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This includes activities such as managing and improving our services, responding to enquiries, maintaining business records, and ensuring the safety and security of our staff and customers.

Legal obligation: In some cases, we may be required to process your personal data in order to comply with a legal or regulatory obligation, such as keeping certain financial records for tax or accounting purposes.

Consent: Where none of the other lawful bases apply, and where required by law, we will ask for your clear and specific consent before processing your personal data. When we rely on consent, you have the right to withdraw it at any time.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide, manage, and deliver cleaning services in accordance with your bookings and instructions.

To communicate with you about quotations, bookings, schedule changes, and service updates.

To manage billing, process payments, and maintain financial and transaction records.

To respond to your enquiries, feedback, or complaints and to resolve any issues that arise.

To manage our relationship with you, including keeping you informed about changes to our services or this Privacy Policy.

To improve our services and operations, including monitoring performance, training staff, and reviewing how customers use our services.

To protect the security and integrity of our business, staff, and customers, including preventing and detecting fraud or misuse of our services.

To comply with legal and regulatory obligations that apply to us.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes set out above, under appropriate contractual and security arrangements.

Service providers and data processors may include providers of payment processing services, accounting or bookkeeping services, information technology and hosting services, and customer management tools. These third parties act as data processors on our behalf and are only permitted to process your personal data in accordance with our instructions and for the specified purposes.

We may also share personal data with professional advisers such as accountants or legal advisers, where reasonably necessary, and with law enforcement or regulatory authorities where required by law or where we consider it necessary to protect our rights, property, or safety or that of our customers or staff.

Where personal data is transferred to third parties, we take steps to ensure that your data remains adequately protected and that appropriate safeguards are in place.

Data Retention

We keep your personal data only for as long as is reasonably necessary for the purposes described in this Privacy Policy and to meet our legal, accounting, or reporting obligations.

In general, we will retain customer records and related information for as long as you are an active customer and for a period after your last interaction with us to deal with any outstanding matters, queries, or potential legal claims. Financial and transaction records are typically retained for a number of years in line with tax and accounting requirements.

When personal data is no longer needed, we will take appropriate steps to securely delete or anonymise it.

Data Security

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it from unauthorised access, accidental loss, destruction, or damage. Measures may include restricted access to systems, secure storage of records, and staff training on data protection responsibilities.

While we strive to protect your personal data, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security but take all reasonable steps to minimise risks.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Twickenham Cleaner customers in the Twickenham area, subject to any legal limitations or exemptions. Your rights include:

Right of access: You have the right to request confirmation as to whether we process your personal data and to obtain a copy of that data, along with information about how it is used.

Right to rectification: You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.

Right to erasure: In certain circumstances, you have the right to ask us to delete your personal data, for example where the data is no longer needed for the purposes for which it was collected or where you withdraw consent and no other legal basis for processing applies.

Right to restriction of processing: You have the right to request that we restrict our processing of your personal data in certain situations, such as while we are verifying the accuracy of your data or considering an objection you have raised.

Right to object: You have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis, including profiling based on those interests. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests or where processing is required for legal claims.

Right to data portability: In certain situations, you may have the right to receive your personal data in a structured, commonly used, and machine-readable format and to request that it is transferred to another controller, where technically feasible.

Where we rely on consent as the lawful basis for processing your personal data, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights, or if you have questions about this Privacy Policy or how we handle your personal data, you can contact us using the contact details provided through our usual communication channels. We will respond to all valid requests within the timeframes set by law.

You also have the right to lodge a complaint with the relevant data protection authority if you are concerned about how we handle your personal data. We encourage you to contact us first so that we can try to resolve your concerns directly.

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. When we make significant changes, we will take reasonable steps to inform you, for example by highlighting the changes in our communications or at the point of booking. The most current version of this Privacy Policy will always apply to the processing of your personal data.