Privacy Policy - Domestic Cleaning London

This Privacy Policy applies to all Domestic Cleaning London customers in our service area. It explains how we collect, use, store, share, and protect personal data when you request or receive domestic cleaning services from us, or when you interact with us in relation to bookings, payments, complaints, or service updates. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Domestic Cleaning London provides domestic cleaning services to households and related residential properties within our operating area. In the context of this policy, we act as the data controller for the personal data we collect about our customers, prospects, suppliers, and other individuals connected to our services.

We only process personal data that is necessary for the provision and administration of our services.

2. Personal Data We Collect

We may collect and process the following categories of personal data:

• Identity data: name, title, and any information needed to identify you as a customer or authorised contact.
• Contact data: address, email address, telephone number, and service location details.
• Booking and service data: cleaning preferences, appointment history, special instructions, notes about access arrangements, and records of services delivered.
• Payment data: billing details, transaction references, payment status, and invoice information. We do not intentionally store full payment card details where these are processed by third-party payment providers.
• Communication data: correspondence with us by phone, email, text, or other messaging methods, including queries, complaints, and feedback.
• Technical and usage data: limited information collected if you interact with our digital systems, such as IP address, device information, and service logs, where relevant to security and performance.
• Special category data: we do not normally request sensitive information. If you voluntarily provide health, access, or vulnerability-related information necessary for safe service delivery, we will treat it with extra care and only process it where permitted by law.

3. How We Use Personal Data

We use personal data for the following purposes:

• to manage enquiries and provide quotations;
• to schedule, deliver, and adjust cleaning services;
• to verify customer details and maintain accurate service records;
• to process payments, refunds, and invoices;
• to communicate updates about appointments, service changes, or operational issues;
• to handle complaints, disputes, and customer support requests;
• to comply with legal, tax, accounting, and regulatory obligations;
• to improve our services, quality control, and internal administration;
• to prevent fraud, misuse, or security incidents.

We do not sell personal data. We only use personal information in ways that are compatible with the purposes described in this policy.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. We rely 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, providing cleaning services, sending service-related communications, and processing payments.

Legal Obligation

We process certain information where we need to comply with legal obligations, such as tax, accounting, insurance, record-keeping, or lawful requests from authorities.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include service improvement, fraud prevention, business administration, and maintaining secure systems.

Consent

In limited situations, we may rely on your consent, for example for certain optional communications or where special category data is provided in circumstances requiring explicit permission. Where we rely on consent, you may withdraw it at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or, in some cases, independent controllers. We only share data where necessary and subject to appropriate safeguards.

• Payment processors to handle transactions securely;
• IT and cloud service providers who support our systems, storage, and communications;
• Booking and scheduling tools used to manage appointments and service logistics;
• Professional advisers such as accountants, insurers, or legal advisers;
• Authorities and regulators where disclosure is required by law or necessary to protect rights, safety, or security.

Where a processor acts on our behalf, they are only permitted to process personal data according to our instructions and must implement appropriate security measures. We require processors to respect confidentiality and to process data in a manner consistent with data protection law.

We do not allow processors to use your information for their own marketing purposes.

6. International Transfers

If personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as an adequacy decision or approved contractual protections. We take steps to ensure that any transfer provides a level of protection consistent with UK data protection requirements.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, tax, insurance, and service-related requirements. Retention periods depend on the type of data and the nature of our relationship with you.

• Customer and booking records: retained for the duration of the service relationship and for a reasonable period afterward to manage follow-up, disputes, and administration;
• Payment and invoicing records: retained for as long as required under accounting and tax laws;
• Complaint and correspondence records: retained for a period necessary to resolve issues and demonstrate compliance;
• Security and system logs: retained for a limited period unless needed for investigation or legal purposes.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to information on a need-to-know basis.

While no system can be guaranteed to be completely secure, we work to keep your data safe and to respond promptly to any suspected incident.

9. Your Rights

You have a number of rights under data protection law in relation to your personal data. Subject to legal limits, these may 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 processing 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 can withdraw it at any time;
• Right to complain: to raise concerns with the UK supervisory authority if you believe your rights have been infringed.

We will respond to valid requests within the time limits required by law and may ask for information to verify your identity before acting on a request.

10. Cookies and Similar Technologies

If we use online systems that place cookies or similar technologies, these may be used for basic functionality, security, and performance. Where consent is required for non-essential cookies, we will request it before use. You can manage cookie settings through your browser or device controls, subject to the capabilities of the system used.

11. Children’s Data

Our services are intended for adults arranging domestic cleaning services. We do not knowingly collect personal data directly from children except where necessary and incidental to the provision of services at a household address, and only to the extent permitted by law.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any revised version will apply from the date it is issued, and we encourage customers to review it periodically.

13. Summary of Our Commitment

Domestic Cleaning London is committed to processing customer data lawfully, transparently, and securely. We collect only what we need, use it for clear and legitimate purposes, retain it only as long as necessary, and respect your rights. This policy applies to all Domestic Cleaning London customers in our area and is intended to ensure that your personal data is handled with care, fairness, and accountability.