End of Tenancy Clean London Privacy Policy

This Privacy Policy explains how End of Tenancy Clean London collects, uses, stores and protects your personal data when you use our services. It applies to all End of Tenancy Clean London customers in our service area, including prospective customers who make enquiries, existing customers, and former customers whose details we may retain for lawful purposes.

We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act. We only collect and process personal data where we have a valid legal basis and where it is necessary for clearly defined purposes.

Who This Policy Applies To

This policy applies to all individuals in our operating area who interact with End of Tenancy Clean London as customers or potential customers. This includes people who:

Make enquiries about our end of tenancy cleaning services, book a cleaning appointment, request a quote or provide feedback or complaints about our services.

By providing your personal data to us, you acknowledge that you have read and understood this Privacy Policy.

Personal Data We Collect

We only collect information that is relevant to arranging and delivering our cleaning services, managing our relationship with you, and complying with legal obligations. Depending on how you interact with us, we may collect the following categories of personal data:

Identification and contact details such as your full name, home or tenancy address, billing address, and any other address related to the service, and information necessary to contact you, such as a preferred communication channel.

Service and booking information such as requested services, property size and type, preferred dates and times, access instructions, and any notes you provide regarding the property, existing damage, or particular cleaning requirements.

Payment and transaction data such as records of payments you make to us, payment confirmations, and basic billing information required for invoicing and accounting. We do not store full payment card details when using third party payment processors.

Communication records such as information you provide when contacting us with questions, feedback, or complaints, and any follow up communications we send to you.

Technical and usage information when you visit our website, such as basic analytics data, IP address, device type and approximate location information derived from your IP address. This data is generally collected in an aggregated or pseudonymised form to help us understand how our website is used and to maintain its security.

Purposes and Lawful Basis for Processing

We process your personal data only where we have a lawful basis under data protection law. Depending on the specific situation, the following lawful bases may apply:

To perform a contract or to take steps at your request before entering into a contract. This includes providing quotes, responding to enquiries, scheduling and delivering cleaning services, managing bookings and rescheduling, issuing invoices and processing payments, and communicating with you about your booking and service.

Our legitimate interests. We may process data to manage and improve our business operations, maintain accurate business and financial records, respond to feedback and complaints, protect our rights and property, prevent fraud, and improve our services and customer experience. When relying on legitimate interests, we always balance these interests against your rights and expectations.

Legal obligations. We may process your data to comply with legal and regulatory requirements, such as maintaining tax and accounting records, cooperating with law enforcement when required, and responding to lawful requests from public authorities.

Consent. In limited cases, we may ask for your consent, for example to send you certain types of marketing messages or to use optional cookies. Where we rely on consent, you can withdraw it at any time, and we will explain how to do this at the time your consent is requested.

How We Use Your Personal Data

We use your personal data for the following main purposes:

To provide our end of tenancy cleaning services, including creating and managing your booking, delivering the cleaning service at the property, and keeping you informed about appointments.

To manage our relationship with you, including dealing with your enquiries and requests, handling complaints or disputes, and maintaining records of your interactions with us.

To manage payments and accounting, including issuing invoices, recording payments, and meeting tax and accounting requirements.

To improve and protect our services, including monitoring our website performance, enhancing the quality of our customer service, training staff, and protecting the security and integrity of our systems.

To send limited service related or legally required communications, such as booking confirmations, important notices about changes to our terms or policies, or updates regarding your appointments.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with third parties only where necessary and in a controlled way. These recipients may include:

Service providers acting as data processors, who provide services such as payment processing, customer relationship management systems, cloud and data hosting, email and communication tools, website analytics, and accounting and invoicing tools. These providers are only permitted to use your data to provide services to us and must protect it in accordance with data protection law and our instructions.

Professional advisers such as accountants or legal advisers, when necessary for them to provide services to us and to meet our legal and regulatory obligations.

Public authorities and law enforcement where we are legally required to do so or where such disclosure is necessary to protect our rights or the rights of others.

If any of our processors or service providers are located outside the UK or the European Economic Area, we will ensure that appropriate safeguards are in place before transferring personal data, such as using approved standard contractual clauses or ensuring an adequacy decision applies.

Data Retention

We keep your personal data only for as long as necessary for the purposes for which it was collected, or to meet legal, accounting, or reporting requirements.

In general, we retain customer and booking records for the period necessary to manage the service, followed by a further period required for tax, accounting, and legal purposes. After these periods expire, we will securely delete or anonymise your data, unless we need to retain it longer in connection with an ongoing dispute, claim, or legal obligation.

Information collected solely on the basis of your consent will be retained only for as long as that consent remains valid or until you withdraw it, whichever comes first, unless we have another lawful basis that justifies continued processing.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all End of Tenancy Clean London customers in our service area, subject to certain limitations and conditions:

Right of access. You may request confirmation that we process your personal data and obtain a copy of the data we hold about you.

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

Right to erasure. In certain circumstances, you may request that we delete your personal data. This right is not absolute and may not apply where we need to retain data to comply with legal obligations or to establish, exercise, or defend legal claims.

Right to restriction of processing. You may ask us to restrict the processing of your personal data in certain situations, for example while we verify its accuracy or assess an objection you have raised.

Right to object. You may object to our processing of your personal data where we rely on legitimate interests as our lawful basis. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or where processing is required for legal claims.

Right to data portability. In certain cases, you may request that we provide your personal data in a structured, commonly used, machine readable format or that we transfer it to another controller, where technically feasible and where the processing is based on consent or on a contract and carried out by automated means.

Right to withdraw consent. Where we rely on your consent to process data, you can withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

You also have the right to lodge a complaint with a supervisory authority if you believe that your data protection rights have been infringed. In the United Kingdom, this is the Information Commissioner's Office. We encourage you to contact us first so we can try to resolve your concerns directly.

Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include access controls, staff training, secure systems and practices for storing and transmitting data, and careful selection and monitoring of our data processors.

While we work hard to protect your data, no method of transmission or storage is completely secure. You should also take steps to protect your own data, such as keeping any login details confidential and contacting us promptly if you suspect unauthorised use of your information in connection with our services.

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, changes in law, or improvements in how we handle personal data. When we make significant changes, we will take appropriate steps to inform you, which may include updating our website and adjusting the date of the latest version of this policy.

We encourage you to review this Privacy Policy periodically to stay informed about how we process and protect your personal data as an End of Tenancy Clean London customer in our service area.