Tooting Cleaners Privacy Policy

This Privacy Policy explains how Tooting Cleaners collects, uses, stores and protects the personal data of its customers and prospective customers. It applies to all Tooting Cleaners customers and users of our cleaning services within our service area, whether you contact us online, by phone or in person.

We are committed to handling your personal information in a lawful, fair and transparent manner, in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Who this Privacy Policy applies to

This Privacy Policy applies to individuals who:

Use or enquire about our domestic or commercial cleaning services in our service area, including one-off and regular bookings.

Visit our website or interact with us via online contact forms or other digital channels.

Communicate with us by phone, post or in person in relation to our services.

Act as a representative of a business or organisation using our services.

Personal data we collect

We may collect and process the following categories of personal data when you use our services or contact us:

Identity and contact details such as your name, title, address, and other contact details you choose to provide when arranging a booking or making an enquiry.

Service and property details such as property type, access instructions, preferred dates and times, service preferences, and any information you provide about areas to be cleaned.

Booking and transaction data such as service history, booking dates and times, amounts charged and payments made, and any related correspondence about your bookings.

Communication data such as emails, messages and notes of conversations relating to your enquiries, feedback, complaints or other requests.

Technical and usage data where applicable, such as basic information about how you interact with our website or online forms, including the pages visited and the time and date of visits.

We generally do not seek to collect special category data such as health information. If you voluntarily provide such information, for example regarding allergies or health-related access needs, we will only use it where necessary to deliver the service safely and appropriately.

How we collect your data

We collect personal data directly from you when you:

Request a quote or make a booking.

Use our website contact forms or other online communication tools.

Communicate with us by phone or in person.

Provide feedback, comments or raise a complaint.

We may also receive limited personal data from third parties, such as payment service providers, to confirm that a payment has been made or authorised.

Lawful basis for processing your data

We rely on one or more of the following lawful bases under GDPR to process your personal data:

Contract. We process your data where it is necessary to enter into or perform a contract for cleaning services with you, for example to manage bookings, provide the service, take payment and communicate with you about your appointment.

Legal obligation. We process certain data to comply with legal or regulatory requirements, such as tax, accounting and record-keeping obligations.

Legitimate interests. We may process your data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include managing our relationship with you, improving our services, handling complaints and ensuring the security of our operations.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of marketing communications. Where we rely on consent, you have the right to withdraw it 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 arranging appointments, accessing the property as agreed and handling any changes or cancellations.

To respond to enquiries, provide quotes, offer guidance about our services and handle any requests you make.

To process payments, manage invoices and keep appropriate financial records.

To communicate with you about your bookings, including reminders, updates and follow-up messages.

To manage our relationship with you, including asking for feedback, addressing issues and resolving complaints.

To operate, maintain and improve our business processes and customer experience.

To comply with applicable laws and regulations, and to protect our legal rights if needed.

Data retention and storage

We keep your personal data only for as long as necessary for the purposes for which it was collected, including satisfying any legal, accounting or reporting requirements.

In general:

Booking and service records may be retained for a period necessary for accounting and tax purposes following the end of our relationship with you.

Basic contact details used for enquiries but not leading to a booking may be retained for a shorter period, sufficient to handle any follow-up queries.

Complaint and incident records may be held for a period appropriate to the nature of the issue and any potential legal requirements.

When personal data is no longer required for these purposes, we will securely delete or anonymise it.

Data processors and third parties

We may use carefully selected third-party service providers to help us operate our business. These providers may act as data processors on our behalf and process personal data only in accordance with our instructions and for the purposes set out in this Privacy Policy.

Categories of processors may include:

IT and system support providers who help us manage our booking and communication systems.

Payment and accounting service providers who assist with processing payments and maintaining financial records.

Communication service providers who enable us to send service-related messages.

We require all processors to respect the security of your personal data and to treat it in accordance with data protection law. They are not allowed to use your personal data for their own purposes.

We do not sell or rent your personal data to third parties.

International transfers

If any of our service providers or systems are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data in line with data protection law. This may include using standard contractual clauses or other recognised safeguards.

Security of your data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include limiting access to personal data to those who have a business need to know it and ensuring that anyone processing data on our behalf is subject to confidentiality obligations.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. Depending on the circumstances, you may have the right to:

Access your personal data and obtain a copy of the information we hold about you.

Request correction of any inaccurate or incomplete personal data.

Request erasure of your personal data where there is no good reason for us to continue processing it, subject to legal obligations that may require us to retain certain information.

Object to processing of your personal data where we are relying on legitimate interests, and you believe this impacts your fundamental rights and freedoms.

Request restriction of processing of your personal data in certain circumstances.

Request the transfer of your personal data to you or to another service provider where this is technically feasible and legally required.

Withdraw consent where we rely on your consent to process certain information. Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal.

To exercise any of these rights, you can contact us using the details provided on our usual communication channels. We may need to verify your identity before acting on your request.

Complaints and contact

If you have concerns about how we handle your personal data, we encourage you to contact us so we can address the issue. You also have the right to lodge a complaint with the relevant data protection 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 updated version will be made available through our usual communication channels and will apply from the date it is published.

By continuing to use our services after any changes take effect, you acknowledge that you have read and understood the updated Privacy Policy.