Cleaner Hackney Privacy Policy

This Privacy Policy explains how Cleaner Hackney collects, uses, stores and protects your personal data when you use our cleaning services or interact with us as a customer in our service area. It is designed to comply with the UK General Data Protection Regulation and relevant data protection laws.

This Privacy Policy applies to all Cleaner Hackney customers and prospective customers located in our operating area, including individuals booking services for residential properties and businesses arranging commercial cleaning.

Who we are and scope of this policy

Cleaner Hackney is a cleaning service provider operating in the Hackney area and surrounding neighbourhoods. For the purposes of data protection law, Cleaner Hackney is the controller of the personal data described in this Privacy Policy. This means we decide how and why your personal data is processed when you engage with our services.

By using our services, visiting our website, making a booking, or communicating with us in any way, you acknowledge that you have read and understood this Privacy Policy.

Types of personal data we collect

We only collect personal data that is relevant to providing and improving our services, managing our relationship with you, and meeting our legal obligations. The types of personal data we may collect include:

Identification and contact details, such as your full name, postal address, service address, billing address, and any other contact details you choose to provide.

Booking and service information, such as dates and times of bookings, type of cleaning service requested, access instructions, special requirements, and notes about the property that are necessary to perform the service.

Account and communication data, such as your log-in details if you create an online account, your communication preferences, records of email correspondence and other messages you send to us, and our responses to you.

Payment and billing data, such as payment method, billing history, and transaction details. We do not store full payment card numbers; where payments are processed by third-party payment providers, those providers handle card information on our behalf as processors or independent controllers.

Technical and usage data, such as information about how you access and use our website or online booking tools, including device information, browser type, approximate location, and usage statistics where applicable.

Feedback and survey data, such as reviews, complaints, compliments, and responses you provide in customer satisfaction surveys or feedback forms.

How we collect your personal data

We collect personal data in the following ways:

Directly from you when you make a booking, request a quote, call or message us, create an account, or provide information to our staff in person.

Automatically when you use our website or online tools, where certain technical data may be collected to help us operate and secure our digital services.

From third parties where necessary, such as payment processors that confirm whether a payment was successful, or online platforms where you may book our services.

Lawful bases for processing your data

We rely on one or more of the following lawful bases to process your personal data:

Contract. We process personal data to take steps at your request before entering into a contract and to fulfil our contract with you. This includes handling bookings, delivering cleaning services, contacting you about your booking, and managing payments.

Legitimate interests. We process personal data for our legitimate business interests, provided that your rights and freedoms are not overridden. These interests include managing and improving our services, responding to enquiries, maintaining records, preventing fraud, and ensuring the safety of our staff and customers.

Legal obligation. We process certain data to comply with legal and regulatory obligations, such as tax and accounting requirements, and to respond to lawful requests from authorities.

Consent. In some cases, we rely on your consent, for example, for certain types of marketing communications or optional feedback activities. Where processing is based on consent, you have the right to withdraw your consent at any time.

How we use your personal data

We use personal data for the following purposes:

To manage bookings and deliver services, including confirming appointments, sending reminders, adjusting bookings, and performing cleaning at the agreed location.

To provide customer support, answer questions, handle complaints, and manage our ongoing relationship with you.

To manage payments and billing, including issuing invoices, processing payments, and handling refunds where applicable.

To operate and improve our business, including service quality, staff training, analytics, and service development.

To send service-related messages, such as updates to terms, changes in booking times, or important notices regarding safety or disruptions.

To comply with legal and regulatory requirements, including record keeping and responding to lawful requests.

Data retention and how long we keep your information

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to provide our services, meet legal obligations, and resolve disputes.

In general, we will keep core customer and booking records for a period that allows us to respond to any queries or disputes about past services and to comply with tax and accounting rules. This may typically be several years after your last interaction with us, in line with applicable limitation and retention periods.

Where personal data is no longer needed for the purposes for which it was collected, we will either delete it, anonymise it so it can no longer be linked to you, or securely store it and restrict access where continued retention is legally required.

Data processors and third-party service providers

We may share your personal data with carefully selected third parties who act as processors on our behalf. These processors are only permitted to process your data according to our instructions and are required to protect it in line with data protection law.

Examples of such processors and service providers may include:

Payment processing providers that handle card transactions and related payment services.

IT and hosting providers that support our booking systems, website, email, and data storage.

Customer relationship management and communication tools that help us manage customer information and send necessary messages.

Professional advisors, such as accountants or legal advisors, where necessary for the legitimate operation of our business and compliance with legal obligations.

Where third-party service providers are located outside the United Kingdom or the European Economic Area, we will ensure appropriate safeguards are in place to protect your personal data in line with applicable data protection requirements.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include limiting access to personal data to those who have a business need to know it, using secure systems for data storage, and providing training to staff on data protection responsibilities.

While we use reasonable safeguards, no system can be guaranteed to be completely secure. We continually review and update our security practices to reduce risks.

Your data protection rights

As a data subject under the UK GDPR, you may have the following rights in relation to your personal data, subject to certain conditions and exceptions in law:

Right of access. You can request confirmation of whether we process your personal data and obtain a copy of that data.

Right to rectification. You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected, provided no overriding legal obligations apply.

Right to restriction of processing. You can ask us to restrict the processing of your personal data in certain situations, such as while we verify its accuracy or consider an objection you have raised.

Right to object. You can object to certain types of processing, including processing based on our legitimate interests, on grounds relating to your particular situation. You also have the right to object at any time to direct marketing.

Right to data portability. In some cases, you can request that we provide you or another organisation with certain personal data in a structured, commonly used, machine-readable format.

Right to withdraw consent. Where we rely on consent for processing, you can withdraw that consent at any time. This will not affect the lawfulness of processing before consent is withdrawn.

To exercise any of these rights, you can contact us using the communication channels you normally use to engage with Cleaner Hackney. We may need to verify your identity before acting on your request to protect your privacy and security.

Customers in the Cleaner Hackney service area

This Privacy Policy applies to all Cleaner Hackney customers and users of our services within our operating area. By making a booking, receiving services, or otherwise engaging with Cleaner Hackney within this area, your personal data will be handled in accordance with the terms set out in this Privacy Policy.

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. When we make significant changes, we will take reasonable steps to inform you, such as by updating the date of the policy and, where appropriate, providing a notice through our website or in our service communications.

We encourage you to review this Privacy Policy periodically so that you remain informed about how Cleaner Hackney protects your personal data.