Cleaning House Customer Privacy Policy

This Privacy Policy explains how Cleaning House collects, uses, discloses and protects personal data relating to customers in our service area. It also describes your rights under the General Data Protection Regulation and how you can exercise them. This Privacy Policy applies to all Cleaning House customers in our service area, including prospective, current and former customers who use or consider using our cleaning services.

1. Data controller

Cleaning House is the organisation responsible for determining how and why your personal data is processed. Where this Privacy Policy refers to we, us or our, it means Cleaning House as the data controller for your personal data in connection with our cleaning services in your area.

2. Personal data we collect

We collect and process different categories of personal data about you, depending on how you interact with us and which services you use. This may include the following types of data.

Identification and contact details, such as your full name, postal address, billing address, service address, and communication preferences.

Account and booking information, such as your customer reference number, booking history, service type, frequency of services, access instructions for your property where you choose to provide them, and special notes relating to your preferences for cleaning.

Payment and transaction data, such as details of payments made for our services, payment method, and invoicing records. We do not store full card details if you pay by card; these are processed securely by our chosen payment processors.

Communication data, such as information you provide when you contact us, including feedback, complaints, enquiries, or requests made via forms or other communication channels.

Operational and site visit data, such as dates and times of visits, details of services delivered at your premises, and any incident reports related to the service.

Technical and usage data, where applicable, such as basic technical information generated through your interactions with our online services, including date and time of access and pages visited, to the extent necessary for service provision and security.

3. How we collect your data

We collect personal data directly from you when you request a quote, make a booking, sign a contract, contact us with a question or complaint, or otherwise communicate with us. We may also receive data from third party service providers who support our business operations, for example payment processors that confirm payment status.

4. Lawful bases for processing

We process your personal data only where we have a lawful basis to do so under the General Data Protection Regulation. Depending on the context, the lawful basis will be one or more of the following.

Performance of a contract. We process your personal data to enter into and perform our contract with you, including providing our cleaning services, managing bookings, handling payments, and communicating with you about your services.

Compliance with legal obligations. We process data where necessary to comply with legal and regulatory requirements, such as maintaining accurate accounting records and responding to lawful requests from authorities.

Legitimate interests. We process personal data where it is necessary for our legitimate interests, and those interests are not overridden by your rights and freedoms. These interests may include improving and managing our services, preventing fraud and misuse, managing and training staff, maintaining security, and defending legal claims.

Consent. In limited cases, we may rely on your consent, for example for specific types of direct marketing where required. Where processing is based on consent, you have the right to withdraw your consent at any time, without affecting the lawfulness of processing that took place before withdrawal.

5. Purposes for which we use personal data

We may use your personal data for the following purposes.

To provide cleaning services to you, including setting up your customer account, scheduling and delivering services, and arranging access to your premises.

To manage our relationship with you, including handling enquiries, resolving complaints, and sending you important information about changes to our terms or this Privacy Policy.

To process payments, issue invoices, maintain financial records, and manage debt recovery where necessary.

To improve and develop our services, including analysing service performance, training staff, and monitoring customer satisfaction.

To ensure health and safety, including keeping records of incidents or accidents that occur during service delivery and taking appropriate follow up action.

To protect our rights, property, and safety, that of our staff and that of our customers, including preventing and detecting fraud or misuse of our services.

To meet legal and regulatory obligations, including responding to requests from regulatory authorities or law enforcement where required by law.

6. Data retention

We keep your personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy, including for the purposes of satisfying legal, accounting, or reporting requirements. The length of time we keep data depends on the type of information and the reason we process it.

Customer account and contract data is generally retained for as long as you have an active relationship with us and for a period afterwards, to deal with any queries, disputes, or legal claims. Financial and transaction data is kept for the period required by applicable laws on tax and accounting. Operational records related to service delivery are kept for a period necessary to ensure quality, safety, and the ability to respond to complaints or claims.

When personal data is no longer required for the purposes for which it was collected, we will either delete it, anonymise it, or securely store it and restrict access where deletion is not yet possible for legal or technical reasons.

7. Sharing and processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as processors on our behalf to help us deliver and manage our services. These processors may include providers of payment processing, customer relationship management systems, cloud hosting, communications tools, and professional advisers such as accountants or legal advisers.

Where we use processors, they are only permitted to process your personal data in accordance with our written instructions and must implement appropriate technical and organisational measures to protect your data. We remain responsible for the actions of our processors in accordance with data protection laws.

We may also share personal data with other parties where required by law, for example to comply with a court order or request from regulatory or law enforcement authorities, or in connection with legal proceedings. If we are involved in a reorganisation or business transfer, personal data may be shared with involved parties to the extent permitted by law and subject to appropriate safeguards.

8. International transfers

Where we transfer personal data outside the European Economic Area, we will ensure that appropriate safeguards are in place in accordance with data protection law. This may include using standard contractual clauses approved by the European Commission or ensuring that the destination country has been recognised as providing an adequate level of data protection.

9. Data security

We take the security of your personal data seriously. We implement appropriate technical and organisational measures designed to protect your data against unauthorised access, loss, alteration, or disclosure. These measures may include access controls, staff training, encryption or pseudonymisation where appropriate, secure storage systems, and regular review of our security arrangements.

10. Your data protection rights

As a data subject, you have a number of rights under the General Data Protection Regulation in relation to your personal data. These rights apply to all Cleaning House customers in our service area, subject to certain conditions and legal limitations.

Right of access. You have the right to obtain confirmation as to whether we process your personal data and, if so, to receive a copy of that data along with information about how we use it.

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 request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other legal basis for processing.

Right to restriction of processing. You have the right to request that we limit the processing of your personal data in specific situations, such as while we are assessing a request to rectify or erase data.

Right to data portability. Where processing is based on consent or contract and carried out by automated means, you have the right to receive your personal data in a structured, commonly used and machine readable format and to transmit it to another controller where technically feasible.

Right to object. You have the right to object at any time, on grounds relating to your particular situation, to our processing of your personal data based on legitimate interests. We will stop processing unless we can demonstrate compelling legitimate grounds to continue. You also have the right to object to direct marketing at any time.

Right to withdraw consent. Where we rely on your consent to process personal data, you may withdraw this consent at any time. This will not affect the lawfulness of processing before consent was withdrawn.

To exercise any of these rights, you may contact us using the contact methods you normally use for dealing with Cleaning House. We may need to verify your identity before responding to your request.

11. Complaints

If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so that we can seek to resolve the issue. You also have the right to lodge a complaint with your local data protection authority in the European Economic Area if you believe that our processing of your personal data infringes applicable data protection laws.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or changes in legal requirements. When we make significant changes, we will take reasonable steps to inform you. The current version of this Privacy Policy applies to all Cleaning House customers in our service area and will indicate the date it was last updated.