Privacy Policy - Cleaners Camberwell

This Privacy Policy explains how Cleaners Camberwell collects, uses, stores, shares, and protects personal data in connection with our cleaning services. It applies to all Cleaners Camberwell customers in the area, including prospective customers, current customers, and anyone who interacts with us about our services. We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We respect your privacy and aim to process only the information that is necessary to provide our services effectively. This policy explains what information we may collect, the legal reasons for using it, how long we keep it, who may process it on our behalf, and the rights you have over your personal data.

1. Who We Are

For the purposes of data protection law, Cleaners Camberwell is the data controller for the personal information we collect and use in relation to our cleaning services. This means we decide how and why your personal data is processed. Where we use third-party service providers to support our operations, they act as data processors or, in some cases, independent controllers depending on the service they provide.

2. Personal Data We Collect

We only collect personal data that is relevant to delivering, managing, and improving our services. The types of information we may collect include:

Identity details such as your name, and where relevant the name of a business or property manager.
Contact details such as your phone number, email address, and service address.
Service details including booking preferences, requested cleaning tasks, property access instructions, and appointment history.
Payment-related information such as payment status, invoicing records, and transaction references. We do not store full card details if payment is handled securely by a payment processor.
Communication records including messages, call notes, complaints, feedback, and service confirmations.
Technical data where applicable, such as device or usage information if you interact with us through digital channels.
Special category data only if you voluntarily provide it and only where it is necessary and lawful, for example accessibility needs that affect how we deliver our service.

We generally collect personal data directly from you when you make an enquiry, request a quotation, book a service, make a complaint, or communicate with us. In some cases, we may also receive information from a third party, such as a landlord, tenant, letting agent, or property manager, where they arrange services on your behalf or share details necessary for service delivery.

3. How We Use Your Data

We use personal data for the following purposes:

to provide cleaning services and manage bookings;
to confirm appointments and service arrangements;
to process payments and maintain accounting records;
to respond to enquiries, feedback, and complaints;
to improve service quality, training, and customer experience;
to maintain internal records and service history;
to comply with legal, tax, insurance, and regulatory obligations;
to protect our business, staff, and customers from fraud or misuse.

We do not use personal data for purposes that are incompatible with the reasons it was collected unless we have a lawful basis to do so and, where required, have informed you appropriately.

4. Lawful Basis for Processing

We process personal data only where the law allows us to do so. Depending on the situation, our lawful bases include:

Contract

We process your personal data where it is necessary to enter into or perform a contract with you. This includes managing bookings, carrying out cleaning work, and handling related customer communications.

Legal obligation

We may process data to comply with legal requirements such as accounting, tax, health and safety, record-keeping, or responding to lawful requests from authorities.

Legitimate interests

We may use personal data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. Examples include service improvement, record management, fraud prevention, and handling customer queries. We always consider the impact of such processing on your privacy.

Consent

In limited circumstances, we rely on your consent, for example where you voluntarily provide special category information and we need your permission to process it. You can withdraw consent at any time where consent is the basis for processing.

5. Data Sharing and Processors

We may share personal data only when necessary and only with trusted parties that help us operate our services. These may include:

Payment processors who securely handle transactions.
Accounting or bookkeeping providers who help manage invoices and financial records.
IT and cloud service providers who store data, support communication tools, or maintain systems.
Scheduling or customer management platforms used for bookings and service coordination.
Professional advisers such as insurers, legal advisers, or auditors where needed.
Public authorities where disclosure is required by law or necessary to protect rights and safety.

Where a third party processes personal data on our behalf, they do so under appropriate contractual safeguards and only in accordance with our instructions. We require processors to protect data, keep it confidential, and use it only for the agreed purpose.

We do not sell your personal data.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, or reporting requirements. Retention periods vary depending on the type of information and the reason it is held.

Customer and booking records are generally kept for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records are retained for the period required by law.
Complaints and communications may be kept for as long as needed to resolve issues and evidence service history.
Consent-based information is kept until consent is withdrawn or it is no longer needed.

When information is no longer required, we delete it securely or anonymise it so that it can no longer identify you.

7. International Transfers

If any of our service providers store or access data outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent protections recognised under applicable data protection law.

8. Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These may include:

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can request correction of inaccurate or incomplete information.
Right to erasure – in some circumstances, you can ask us to delete your data.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests.
Right to data portability – you may request certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to raise concerns with the relevant data protection authority if you believe your information has been handled incorrectly. We encourage you to raise any issue with us first so we can try to resolve it promptly and fairly.

9. Security of Your Information

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our processes.

While we take reasonable steps to safeguard your information, no system is completely secure. If a data breach occurs that affects your rights and freedoms, we will handle it in accordance with applicable legal obligations.

10. 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 updates will take effect when posted in the revised version. We encourage customers to review this policy periodically so they remain informed about how their information is used.

11. Summary of Our Commitment

Cleaners Camberwell is committed to processing personal data responsibly, transparently, and only for legitimate service-related purposes. We will always aim to keep your information accurate, secure, and no longer than necessary. If you are a customer in the Camberwell area, this policy applies to you whenever we collect or use your personal data in connection with our services.

We value your trust and handle your data with care, fairness, and respect. Your privacy matters to us, and we work to protect it at every stage of our service.