Shepherds Bush Cleaners Customer Privacy Policy

This Privacy Policy explains how Shepherds Bush Cleaners collects, uses, stores, and protects personal data about its customers in the Shepherds Bush area. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This policy applies to all customers and prospective customers of Shepherds Bush Cleaners within our service area.

Who we are and scope of this policy

Shepherds Bush Cleaners provides professional cleaning services to residential and commercial customers in and around Shepherds Bush. For the purposes of data protection law, Shepherds Bush Cleaners is the controller of the personal data described in this policy. This means we decide how and why your data is processed when you deal with us as a customer, prospective customer, or contact person for a business customer in our area.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us. This may include the following categories of information.

Identification and contact details such as your name, title, postal address, service address, billing address, and general contact details.

Service and booking information such as details of the services you request, property type and size, access instructions where provided, preferred dates and times, and records of completed services.

Communication records such as enquiries, complaints, feedback, and any correspondence you send to us or we send to you in relation to our services.

Payment related information such as records of payments made and amounts due. We do not store full payment card details when third party payment processors are used, but we may store partial references or transaction identifiers necessary for accounting and reconciliation.

Marketing preferences such as whether you have consented to receive marketing communications from us and your communication preferences.

Technical and usage information when you visit our website, such as IP address, basic device information, and pages viewed. This may be collected through cookies or similar technologies used to operate and improve our website and services.

How we collect your data

We collect personal data directly from you when you contact us to request a quotation, make a booking, amend or cancel a booking, provide feedback, or otherwise communicate with us. We may also collect data when you use our website, complete an online form, or respond to a promotional communication.

In some cases, we may receive limited information about you from third parties, for example if another person books a service for you, or if we are engaged by a business that provides your contact details as the contact person at a property or site.

Lawful bases for processing your data

We only process your personal data where we have a lawful basis under data protection law. The main lawful bases we rely on are described below.

Performance of a contract. We process your data where it is necessary to enter into or perform a contract with you. This includes taking steps at your request before you enter into a contract with us, providing our cleaning services, managing bookings, handling payments, and communicating with you about your services.

Legitimate interests. We may process your data where it is necessary for our legitimate business interests and those interests are not overridden by your rights and interests. This includes managing and improving our services, responding to enquiries and complaints, planning our workforce and routes, maintaining business records, and promoting our services to existing customers in a proportionate manner.

Legal obligations. We process certain data to comply with legal obligations, such as maintaining accounting and tax records, responding to lawful requests from public authorities, and complying with applicable consumer and data protection laws.

Consent. In situations where we rely on your consent, such as for certain forms of direct marketing, we will ask for clear and specific permission. You can withdraw your consent at any time, and this will not affect the lawfulness of processing based on consent before it was withdrawn.

How we use your personal data

We use your personal data for the following purposes.

To provide and manage cleaning services, including setting up and managing bookings, tailoring services to your requirements, and arranging access to your property.

To communicate with you about your enquiries, quotes, bookings, and any changes to our services or policies that may affect you.

To process payments, issue invoices and receipts, and manage refunds or disputes where appropriate.

To manage our business operations, such as scheduling staff, planning routes, monitoring service quality, and improving our services and customer experience.

To send you service related messages and, where permitted, limited marketing communications about similar services you have previously used, subject to your right to object at any time.

To comply with legal and regulatory obligations, respond to legal claims, and cooperate with regulatory or law enforcement authorities when required.

Data sharing and processors

We may share your personal data with selected third parties where necessary for the purposes described in this policy and where permitted by law.

Service providers. We may engage third party service providers who act as processors on our behalf, for example providers of scheduling or booking systems, payment processing services, IT hosting, customer management tools, and professional advisers. These processors are only allowed to process your personal data on our documented instructions and must keep it secure.

Professional and legal advisers. We may share information with accountants, auditors, or legal advisers when necessary for legitimate business purposes or to comply with legal obligations.

Public authorities. We may disclose personal data when required to do so by law, for example to tax authorities, regulators, or law enforcement agencies, where such disclosure is lawful and proportionate.

We do not sell your personal data to third parties.

International transfers

Where our service providers or systems are located outside the United Kingdom or the European Economic Area, or where data is accessed from such locations, we take steps to ensure that appropriate safeguards are in place. This may include using standard contractual clauses or ensuring that the recipient is in a country that has been recognised as providing an adequate level of protection for personal data.

Data retention

We keep your personal data only for as long as necessary for the purposes for which it was collected and to meet our legal and regulatory obligations.

In general, we will keep basic customer and transaction records for a period required by law for tax and accounting purposes after our last interaction with you. Booking and service records may be retained for a similar period in order to handle any queries or disputes.

Where we rely on consent for marketing purposes, we will retain your contact details and marketing preferences until you withdraw your consent or object to further marketing, following which we will cease such communications and, where appropriate, record your preference not to be contacted.

When personal data is no longer required, we will delete it or anonymise it so that it can no longer be linked to you.

Security of your data

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, or disclosure. These measures may include access controls, secure storage, staff training, and regular review of our security practices. While we strive to protect your information, no system can be guaranteed as completely secure, but we work to reduce risks to an appropriate level given the nature of the data and our operations.

Your data protection rights

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

Right of access. You have the right to request confirmation of whether we process your personal data and, if we do, to receive a copy of that data together with certain information about how it is used.

Right to rectification. You have the right to ask us to correct any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you may 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 have withdrawn consent and there is no other lawful basis for processing.

Right to restriction. You may have the right to request that we restrict the processing of your data in certain situations, such as while we are considering a request from you to correct or erase your data.

Right to object. You have the right to object to the processing of your personal data where we rely on legitimate interests as our lawful basis. You also have an absolute right to object at any time to the use of your data for direct marketing.

Right to data portability. In some circumstances, you have the right to receive the personal data you provided to us in a structured, commonly used, and machine readable format, and to have that data transmitted to another controller where technically feasible.

Where our processing of your personal data is based on your consent, you have the right to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing carried out before withdrawal.

Exercising your rights and complaints

If you wish to exercise any of your data protection rights or have questions about this Privacy Policy, you can contact us using the contact details published on our website or any correspondence you have received from us. We may need to verify your identity before responding to certain requests, to protect your privacy and security.

If you are not satisfied with our response or how we handle your personal data, you have the right to lodge a complaint with the UK data protection supervisory authority, usually the Information Commissioner's Office. You can do this in addition to or instead of raising concerns directly with us.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or how we process personal data. Any updated version will be made available through our usual communication channels. We encourage you to review this policy periodically to stay informed about how we protect your information.