Privacy Policy - Hackney Carpetcleaning

Effective date: This Privacy Policy applies to all Hackney Carpetcleaning customers in the area and explains how we collect, use, store, share, and protect personal data in accordance with the UK GDPR and the Data Protection Act 2018.

1. Introduction

Hackney Carpetcleaning is committed to protecting the privacy of every customer, prospective customer, and website visitor whose personal information we handle. We only collect and use personal data where we have a lawful basis to do so, and we take appropriate steps to keep that data secure and used fairly. This Privacy Policy applies to all Hackney Carpetcleaning customers in area, including people who enquire about our services, receive quotations, book a service, or communicate with us in connection with our cleaning services.

This policy explains what information we collect, why we collect it, how long we keep it, who we share it with, and what rights you have over your personal data.

2. Personal Data We Collect

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

Identity information: your name, and where relevant, the name of your business or property manager.
Contact details: your address, telephone number, and email address.
Service and booking information: details of the cleaning service requested, booking dates, property access notes, and special instructions.
Payment information: payment status, transaction references, and limited billing details necessary to process and record payments.
Communication records: messages, call notes, complaint details, and correspondence relating to enquiries, quotations, bookings, and service follow-up.
Technical information: if you interact with our online services, we may collect basic technical data such as device type, browser type, and usage information.
Service-related information: details relevant to delivering our cleaning services, including property type, floor or carpet condition, stain or damage notes, and access requirements.

We do not seek to collect sensitive personal data unless it is necessary for a specific purpose and permitted by law. If such data is ever required, we will only process it where a valid lawful basis applies.

3. How We Use Your Data

We use personal data to:

provide quotes and respond to enquiries;
manage bookings and deliver carpet cleaning services;
communicate with you about your appointment, schedule changes, or follow-up matters;
process payments and maintain financial records;
handle complaints, feedback, and service issues;
maintain our business records and service history;
improve our services, customer experience, and operational efficiency;
comply with legal and regulatory obligations.

We only use your data for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible purpose and that this is permitted under data protection law.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for each processing activity. Depending on the circumstance, Hackney Carpetcleaning relies on the following lawful bases:

Contract

We process your personal data where it is necessary to enter into or perform a contract with you. This includes providing quotations at your request, arranging a carpet cleaning appointment, and delivering the agreed service.

Legal Obligation

We may process certain information where we are required to do so by law, including accounting, tax, record-keeping, and compliance obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your interests and rights do not override those interests. This may include managing customer relationships, keeping internal service records, improving our operations, preventing fraud, and responding to complaints. When relying on legitimate interests, we ensure that the processing is proportionate and relevant.

Consent

In some situations, we may rely on your consent, for example if we ask to send certain types of marketing communications or if we need permission for an optional processing activity. 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 on our behalf. These third parties are only allowed to use your data according to our instructions and for specified purposes. We require them to handle your data securely and in line with data protection law.

Examples of processors may include:

IT and cloud service providers: for storing business records, email communications, and operational data.
Payment service providers: for processing payments securely.
Scheduling or booking tools: to manage appointments and customer records.
Accountants or bookkeeping services: for financial and tax compliance.
Customer management or communication platforms: to support service administration.

We may also share data with other parties where necessary and permitted by law, such as legal advisers, insurers, regulators, or law enforcement authorities. We do not sell your personal data.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, or as required by law. The length of time may vary depending on the type of record and the reason for processing.

Customer service and booking records: generally retained for the duration of the customer relationship and for a reasonable period afterwards.
Financial and accounting records: retained for the period required by tax and accounting law.
Correspondence and complaints: retained for as long as needed to resolve the matter and maintain appropriate business records.
Marketing data: retained until you opt out, withdraw consent, or the data is no longer needed.

When information is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. Retention periods may be extended where necessary to establish, exercise, or defend legal claims.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures are designed to reflect the nature of the data we process and the risks involved. Although no system can be guaranteed to be completely secure, we take reasonable steps to keep information safe and to limit access to those who need it for legitimate business purposes.

8. International Transfers

If any processor stores or accesses data outside the UK, we will ensure that appropriate safeguards are in place. This may include using approved transfer mechanisms and contractual protections designed to maintain a level of data protection that is consistent with UK requirements.

9. Your Rights

Under data protection law, you have the following rights in relation to your personal data:

Right of access: you can ask for a copy of the personal data we hold about you.
Right to rectification: you can request that inaccurate or incomplete data be corrected.
Right to erasure: in some circumstances, you may ask us to delete your personal data.
Right to restriction: you may ask us to limit how we use your data in certain situations.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to data portability: where applicable, you may request that we provide your data in a structured, commonly used format.
Right to withdraw consent: if we rely on consent, you may withdraw it at any time.

To exercise these rights, you may contact us using the details provided through our normal business channels. We may need to verify your identity before responding to your request.

You also have the right to raise concerns with the Information Commissioner’s Office (ICO) if you believe your data has been mishandled. However, we encourage you to contact us first so we can try to resolve the matter directly.

10. Marketing Communications

We will only send marketing communications where permitted by law. If you have agreed to receive them, you can opt out at any time. We do not send unnecessary marketing without a lawful basis. If you choose to stop receiving marketing messages, we will update our records accordingly.

11. Third-Party Links and External Services

Where our communications or services involve external platforms or third-party systems, those providers may have their own privacy practices. We are not responsible for the privacy policies of third parties, and we encourage you to review their policies separately where relevant.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any updated version will apply from the date it becomes effective. We encourage customers to review this policy periodically so they remain informed about how their information is used.

13. Summary of Our Commitment

Hackney Carpetcleaning respects your privacy and handles personal data carefully, lawfully, and transparently. We collect only what we need, use it for legitimate business and legal purposes, keep it only as long as necessary, and protect it with appropriate safeguards. If you are a customer of Hackney Carpetcleaning in the area, this policy applies to you and to the personal data we process in connection with our services.

By using our services, you acknowledge that your personal data may be processed in line with this Privacy Policy and the requirements of applicable data protection law.