Privacy Policy - Cleaners Marylebone

This Privacy Policy explains how Cleaners Marylebone collects, uses, stores, shares, and protects personal data when providing cleaning services to customers in the Marylebone area. It applies to all Cleaners Marylebone customers in the area, including residential clients, business clients, and anyone who interacts with our service enquiries, bookings, visits, or customer support. We are committed to handling personal data in a fair, transparent, and lawful manner in line with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Cleaners Marylebone provides professional cleaning services to customers in and around Marylebone. In this Policy, references to we, us, and our mean Cleaners Marylebone as the data controller for the personal data described below. This means we decide why and how your personal data is processed when we manage bookings, deliver services, handle payments, and maintain records.

2. Personal Data We Collect

We collect only the data necessary to operate our services effectively and lawfully. The type of information collected may include:

Identity data, such as your name and any business name where relevant.
Contact data, such as address, email address, and telephone number.
Service data, including property access details, cleaning preferences, appointment times, service notes, and instructions you provide.
Billing and payment data, such as invoice details, payment status, and transaction references.
Communication data, including messages, feedback, complaints, and records of correspondence.
Technical data where applicable, such as IP address or browser information if you interact with us through digital systems used for administration.

We do not intentionally collect special category personal data unless you choose to provide it and it is necessary for the service, for example where access needs, sensitivities, or health-related preferences must be considered for safe service delivery. If such data is ever processed, we will do so only where a valid legal condition applies.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotes.
To manage bookings and schedule services.
To deliver cleaning services at the requested property or premises.
To handle invoicing, payments, refunds, and accounts.
To communicate with you about appointments, service changes, or updates.
To deal with complaints, queries, and service quality issues.
To maintain internal records and business administration.
To meet legal, tax, and regulatory obligations.
To prevent fraud, misuse, or unauthorised access to our systems or services.

We always aim to use your data in ways that are relevant, limited, and proportionate to the services we provide.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of personal data. Cleaners Marylebone relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging visits, carrying out cleaning services, and processing payments.

Legal Obligation

We may process and retain data when required to comply with legal duties, including tax, accounting, record-keeping, and lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where your rights do not override those interests. This may include service administration, quality control, record management, fraud prevention, and responding to customer queries. We always consider whether the processing is necessary and balanced against your privacy rights.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide optional information that is not necessary for the service. Where consent is used, you may withdraw it at any time.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and in line with legal requirements. Retention periods may vary depending on the type of information and the reason for processing.

Customer records are generally retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and accounting records are kept for the period required by law, including tax and audit purposes.
Communication records may be retained for handling complaints, resolving disputes, and improving service quality.
Incomplete enquiry records may be deleted after a reasonable period if no service is booked or further contact is needed.

When data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention practices.

6. Processors and Third Parties

We may share personal data with trusted processors who help us operate our services. These parties process data on our instructions and are required to protect it. Examples may include:

Payment processors for handling card or electronic payments.
IT and cloud service providers for secure storage, system administration, or communications.
Accounting or bookkeeping providers for financial administration and compliance.
Booking or scheduling systems used to organise appointments and service delivery.
Professional advisers such as legal or tax advisers when necessary.

We may also share data where required by law, for example with public authorities, law enforcement, or regulators. We do not sell personal data.

7. International Transfers

If any processor stores or accesses data outside the UK, we will ensure that appropriate safeguards are in place to protect your information. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms.

8. Security of Your Data

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures are designed to be proportionate to the risks associated with the data we process. While no system can be guaranteed completely secure, we take data protection seriously and regularly review our security practices.

9. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Subject to legal limits, these include:

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

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve the issue promptly and fairly.

10. Children’s Data

Our services are generally aimed at adults. We do not knowingly collect personal data from children unless it is necessary in the context of a household service and provided by an adult customer. If we become aware that children’s data has been collected without an appropriate basis, we will take steps to delete it where required.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this Policy periodically so they remain informed about how their data is handled.

12. Summary of Our Commitment

Cleaners Marylebone is committed to protecting the privacy of customers in the Marylebone area. We collect only the data we need, use it for clear and lawful purposes, keep it only as long as necessary, and share it only with trusted processors or where the law requires it. We aim to be transparent, responsible, and respectful in every stage of data handling, so customers can use our services with confidence.