Privacy Policy

Cleaner Waterloo Privacy Policy

This Privacy Policy explains how Cleaner Waterloo collects, uses, stores, and shares personal data relating to its customers and prospective customers in our service area. It is intended to meet the requirements of the UK General Data Protection Regulation and, where applicable, the EU General Data Protection Regulation. This Privacy Policy applies to all Cleaner Waterloo customers and potential customers in our operating area, regardless of the service package or communication channel used.

Cleaner Waterloo acts as the data controller in relation to the personal data covered by this Privacy Policy. This means we determine the purposes and means of processing your personal data when you engage with our cleaning services, visit our website, or communicate with us by any other means.

Personal Data We Collect

We collect and process different categories of personal data to provide our services and manage our relationship with you. The personal data we collect may include your name, address, property access details necessary to carry out cleaning, billing address, and details of the services you request. We may also collect business contact details where you are acting on behalf of a company or organisation.

We collect communication data such as your correspondence with us, notes of conversations, and your preferences regarding contact methods and times. We may also collect limited technical data when you use our website, such as your IP address, browser type, and pages visited, to help us maintain the security and performance of our online services.

In some cases we may collect special instructions relating to your property or household, such as information about pets, access arrangements, or particular cleaning preferences. We do not intentionally collect sensitive categories of personal data, such as health data, unless it is voluntarily provided and necessary for the safe or appropriate delivery of our services, for example where you ask us to use certain products due to allergies.

How We Collect Your Data

We collect personal data directly from you when you contact us to request a quote, make a booking, or ask a question about our services. This may occur through telephone calls, messages, online forms, or in-person discussions. We may also collect data when you visit our website, respond to our marketing activities, or interact with our social media accounts.

We may obtain limited personal data from third parties, for example if another person books cleaning services on your behalf, or where your landlord, letting agent, or employer arranges cleaning for your property or workplace and provides your contact details for coordination purposes. In such cases, we will inform you of the source of your data where required by law and as far as reasonably practical.

Lawful Bases for Processing

We only process your personal data when we have a lawful basis under data protection law. The main lawful bases we rely upon are contract, legitimate interests, consent, and legal obligation.

We process your personal data where it is necessary to enter into or perform a contract with you. This includes processing your data to provide quotes, schedule cleaning appointments, deliver cleaning services, manage payments, handle queries, and administer our contractual relationship.

We may process your data on the basis of our legitimate interests where we consider our use of your data is proportionate, has minimal privacy impact, and is reasonably expected as part of operating a cleaning business. Examples include using your data to improve our services, maintain accurate business records, manage and train our personnel, and prevent or detect fraud or misuse of our services.

Where we rely on your consent, such as for certain forms of direct marketing or for holding optional information you choose to provide, you may withdraw your consent at any time. We may also process personal data where we are under a legal obligation, such as accounting, tax, or regulatory requirements, or to respond to valid requests from public authorities.

How We Use Your Personal Data

We use your personal data primarily to provide and manage cleaning services. This includes processing bookings, planning cleaning schedules, sending confirmations and reminders, and ensuring that our cleaners have sufficient information to access and clean your property safely and effectively.

We use your data to issue invoices, process payments and refunds, manage any disputes or complaints, and maintain business records for accounting and audit purposes. We may also use your personal data to communicate important information about changes to our services, terms, or policies that may affect you.

Where permitted by law and your preferences, we may use your contact details to send you information about our services, offers, or updates that we believe may be relevant and of interest. You can opt out of marketing communications at any time.

Data Sharing and Processors

We may share your personal data with third parties who act as data processors on our behalf. These processors only process your personal data under our instructions and are required to provide appropriate technical and organisational measures to protect your data.

Examples of such processors include payment processing providers who handle card or online payments on our behalf, providers of customer management or scheduling systems used to organise appointments, and accounting or invoicing platforms used to manage our financial records. We take reasonable steps to ensure that these processors only have access to the data that is necessary for their functions and that they do not use it for their own purposes.

We may also share your personal data with professional advisers such as accountants, auditors, or legal advisers where necessary to obtain professional services, and with authorities or regulators where required by law or to protect our legal rights. We do not sell your personal data.

Data Retention

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements. The specific retention period may vary depending on the type of data and the context in which it was collected.

Customer and contract data related to the provision of services is generally retained for a period that allows us to handle any queries, complaints, or legal claims, and to meet our tax and accounting obligations. After the relevant retention period has expired, we will either delete the data securely or anonymise it so that it no longer identifies you.

If you request that we stop using your data for marketing purposes, we may retain limited contact details on a suppression list to ensure that your preference is respected in the future.

International Transfers

In some cases, our use of cloud-based tools or service providers may involve the transfer of personal data outside the United Kingdom or the European Economic Area. Where such transfers occur, we will ensure that an adequate level of protection for your personal data is in place, for example by relying on adequacy regulations or standard contractual clauses approved by relevant authorities.

Security of Your Data

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, destruction, or alteration. These measures may include access controls, secure storage, encryption where appropriate, staff training, and procedures for responding to suspected data breaches.

While we take security seriously and strive to protect your personal data, no system can be guaranteed to be completely secure. If we become aware of a personal data breach that is likely to result in a high risk to your rights and freedoms, we will inform you and the relevant supervisory authority where required by law.

Your Rights Under Data Protection Law

Under the GDPR and related data protection laws, you have a number of rights in relation to your personal data. These rights apply to all Cleaner Waterloo customers and prospective customers in our service area, subject to certain limitations and exceptions provided by law.

You have the right to request access to your personal data and to receive information about how we process it. You can request that we correct inaccurate or incomplete data, and in certain circumstances, you can ask us to delete your data or restrict how we use it. You may also have the right to object to specific types of processing, including processing based on legitimate interests or for direct marketing purposes.

Where we process your data based on consent or in order to perform a contract, and the processing is carried out by automated means, you may have the right to receive your data in a commonly used, machine-readable format and to request that it be transferred to another controller where technically feasible.

If you are unhappy with how we handle your personal data, you have the right to raise your concerns with the relevant data protection supervisory authority. We encourage you to contact us first so that we can try to resolve any issues.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection best practices. Any updated version will apply to all Cleaner Waterloo customers and prospective customers in our service area from the date of publication. We recommend that you review this Privacy Policy periodically to stay informed about how we process your personal data.