Chiswick Carpet Cleaning Privacy Policy

This Privacy Policy explains how Chiswick Carpet Cleaning collects, uses, shares, and protects personal data relating to customers and potential customers in our service area. It is intended to comply with the UK General Data Protection Regulation and relevant data protection laws. By using our carpet and upholstery cleaning services, making an enquiry, or interacting with us as a customer, you acknowledge that you have read and understood this Privacy Policy.

Scope and who this policy applies to

This Privacy Policy applies to all Chiswick Carpet Cleaning customers and prospective customers in our service area, including individuals making enquiries on their own behalf or on behalf of a household or business. It covers personal data collected through bookings, quotations, telephone enquiries, written correspondence, and in-person interactions related to our services.

Data controller responsibility

Chiswick Carpet Cleaning is the data controller in respect of the personal data we collect and process about you. This means we decide why and how your personal data is processed and are responsible for ensuring that such processing complies with applicable data protection laws.

What personal data we collect

We may collect and process the following categories of personal data, depending on your interaction with us:

Identification and contact details, such as your full name, postal address, property access details, and any preferred contact method.

Communication details, such as email content you send to us, notes of telephone conversations, messages you provide in writing, and any feedback you submit.

Booking and service information, such as the date and time of your appointment, type of cleaning service requested, property type and size, instructions you provide, and any before and after job notes recorded by our staff.

Payment and transaction details, such as payment confirmations, amounts paid, dates of payments, and limited details relating to the payment method, to the extent necessary for processing and record keeping. We do not store full card details when third party payment processors are used.

Technical and usage information, where applicable, such as basic information generated when you make an enquiry or booking via online forms, including time and date of the request and basic device or browser information made available by your software settings.

How we collect your personal data

We collect personal data directly from you when you contact us, request a quotation, make a booking, or communicate with us by telephone, text-based message, or in person. We may also receive your details when another person arranges a service on your behalf and provides us with your contact information or property details.

Where permitted by law, we may receive limited personal data from third party service providers involved in bookings or payments. In all such cases, we ensure that those third parties are under obligations to handle your information lawfully and securely.

Lawful bases for processing your data

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

Contract: We process your personal data when it is necessary to enter into or perform a contract with you, such as when you request a quote, book a cleaning service, or we provide after-care support.

Legal obligation: We may process your personal data where necessary to comply with our legal and regulatory obligations, such as maintaining records for tax and accounting purposes.

Legitimate interests: We may process your personal data where it is necessary for our legitimate business interests, and where your interests and fundamental rights do not override those interests. This can include managing and improving our services, handling customer enquiries, preventing fraud, and ensuring the security of our operations.

Consent: In limited circumstances, we may rely on your consent, for example when you explicitly agree to receive certain forms of marketing communications. Where we rely on consent, you can withdraw it at any time as explained in this policy.

How we use your personal data

We use your personal data for the following purposes:

To provide and manage our services, including arranging appointments, carrying out carpet and upholstery cleaning, and managing follow-up visits if required.

To communicate with you, including confirming bookings, notifying you about changes or delays, responding to enquiries or complaints, and sending service-related messages.

To manage payments and accounting, including processing payments, issuing invoices or receipts, and maintaining appropriate financial records.

To improve our services, including analysing feedback, understanding service usage patterns, training our staff, and enhancing customer experience.

To protect our business, property, and customers, including detecting and preventing fraud, resolving disputes, and enforcing our contractual terms.

To comply with legal and regulatory obligations, such as taxation, audit, and reporting requirements.

Sharing your personal data with processors and third parties

We may share your personal data with selected third parties who act as data processors on our behalf. These include:

Payment processing providers who securely handle payments made for our services.

IT and communication service providers who support our booking systems, data storage, messaging platforms, and other essential business functions.

Professional advisers, such as accountants or legal advisers, where disclosure is necessary for legitimate business, legal, or compliance purposes.

These processors are only permitted to process your personal data in accordance with our instructions, for the specific purposes stated, and under obligations of confidentiality and appropriate security.

In limited circumstances, we may also share personal data with other third parties acting as independent controllers, where required by law or where necessary to protect our legitimate interests. This can include law enforcement agencies, regulatory authorities, or courts when we are under a legal obligation to disclose or when it is necessary to establish, exercise, or defend legal claims.

International transfers

Where any of our processors or service providers are located outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your personal data in accordance with data protection laws. This may include using contracts approved for international data transfers or other recognised transfer mechanisms.

Data retention and storage

We retain your personal data only for as long as is necessary for the purposes for which it was collected, including satisfying any legal, accounting, or reporting requirements.

In general, we keep typical customer and booking records for a period that allows us to manage repeat services, handle queries and complaints, and meet our tax and legal obligations. The specific retention period may vary depending on the nature of the information and our legitimate business needs. When personal data is no longer required, we will securely delete, anonymise, or destroy it.

How we protect your personal data

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, destruction, or damage. These measures include restricting access to personal data to authorised personnel only, maintaining secure record-keeping practices, and using trusted providers for essential IT and payment services.

Your data protection rights

Under data protection laws, you have a number of rights in relation to your personal data, subject to certain conditions and exceptions:

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

Right to rectification: You have the right to request that inaccurate or incomplete personal data we hold about you is corrected or updated.

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

Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, for example while we verify the accuracy of the data or consider an objection you have raised.

Right to data portability: In certain circumstances, you have the right to receive personal data you have provided to us in a structured, commonly used, and machine-readable format and to request that we transmit that data to another controller where technically feasible.

Right to object: You have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis, including profiling for those purposes. We will stop processing unless we can demonstrate compelling legitimate grounds which override your interests, rights, and freedoms or where processing is required for legal claims.

Rights in relation to consent: Where we rely on your consent, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.

Marketing preferences

We may occasionally contact you with information about our services, special offers, or updates that may be of interest to you, where we are permitted to do so by law. You can ask us to stop sending you marketing messages at any time by following any opt-out instructions provided in our communications or by contacting us using your usual contact route.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal or regulatory developments, or improvements in how we communicate information. Any changes will take effect from the date the updated version is made available. You should review this Privacy Policy periodically to stay informed about how we protect your personal data.