Privacy Policy

Ilford Cleaner Customer Privacy Policy

This Privacy Policy explains how Ilford Cleaner collects, uses, stores and shares personal data relating to our customers in our service area. It is intended to provide clear information in line with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. This Policy applies to all Ilford Cleaner customers in our area, including individuals making enquiries, placing orders or using our cleaning services.

Who we are and scope of this policy

Ilford Cleaner provides residential and commercial cleaning services in the Ilford area and surrounding locations. In relation to the personal data of our customers and prospective customers, Ilford Cleaner acts as a data controller. This means we determine the purposes and means of processing your personal data. This Privacy Policy covers all personal data we process about customers and prospective customers in connection with our services, website, booking systems and general customer communications.

Personal data we collect

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

Identification and contact details such as name, title, billing address, service address, postcode, and town or city.

Contact information such as email address and communication preferences, where provided, and any other contact channels you choose to use.

Service information such as details of the services you request, property type and size, special instructions, access details needed for providing cleaning services, and appointment history.

Payment and transaction information such as payment method, date and time of payment, amount paid, invoices, and records of refunds and disputes. We do not store full payment card details; where card payments are used, these are processed by third-party payment processors.

Communication records including enquiries, feedback, complaints, messages and any other correspondence you have with us by phone, in person, or through online forms and messaging tools.

Technical and usage data where you use our website or online booking tools, such as IP address, device type, browser type, pages viewed and the date and time of access. This may be collected using cookies and similar technologies where applicable.

How we collect your data

We collect personal data directly from you when you contact us by phone, make a booking, request a quotation, or communicate with us in any other way. We may also collect data from you when you visit our website or use an online booking system. In some cases, we may receive referral information from third parties, for example where someone books a service on your behalf or refers you to us, and we will only use this information for the purposes described in this Policy.

Lawful basis for processing

We process your personal data only where we have a lawful basis under data protection law. Depending on the context, this may include:

Performance of a contract: We process your data where it is necessary to provide our cleaning services, manage your bookings, take payment, and respond to your requests, enquiries or complaints.

Compliance with legal obligations: We may process your data to comply with tax, accounting and other legal or regulatory requirements, for example maintaining appropriate business records.

Legitimate interests: We may process your data where it is necessary for our legitimate business interests, such as managing and improving our services, preventing fraud, ensuring security, and maintaining business records, provided your interests and fundamental rights do not override those interests.

Consent: In limited circumstances we may rely on your consent, for example for certain types of marketing communications that are not based on our legitimate interests. Where we rely on consent, you are free to withdraw it at any time.

How we use your personal data

We use your personal data for the following purposes:

To provide our cleaning services, including handling bookings, scheduling appointments, carrying out cleaning at your property, and managing any follow-up or repeat services.

To manage our relationship with you, including responding to your enquiries, notifying you of changes to our terms, services or opening hours, and handling feedback or complaints.

To process payments, issue invoices and receipts, and manage refunds, chargebacks or disputes where applicable.

To operate, maintain and improve our website, booking systems and internal processes, including troubleshooting, data analysis, testing and service development.

To keep appropriate business and financial records in accordance with our legal obligations and legitimate business needs.

To send you service-related messages and, where permitted, limited marketing messages about our services that may be of interest to you, with an option to opt out from marketing at any time.

Data sharing and processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as data processors on our behalf. These may include:

Payment processing providers who handle card or online payments and who process limited personal data to complete transactions and prevent fraud.

IT and software service providers who host our systems, maintain our website, manage online booking or scheduling tools, provide email services or data storage and backup.

Professional advisers, such as accountants or legal advisers, where this is necessary for legitimate business purposes or to comply with legal obligations.

Other service providers involved in the delivery of our services, strictly where necessary for the performance of our contract with you and subject to appropriate confidentiality and data protection obligations.

Where we use data processors, we ensure there is a written contract in place requiring them to process personal data only on our instructions, keep it secure, and comply with data protection law.

International transfers

Where any of our service providers are located outside the United Kingdom or the European Economic Area, we will take appropriate steps to ensure that your personal data receives an equivalent level of protection. This may include using standard contractual clauses or other appropriate safeguards recognised under data protection law.

Data retention

We keep 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. The relevant retention period will depend on the type of data and the context in which it is collected.

Booking and service records, including your contact details and details of services provided, are generally retained for a period necessary to manage our relationship with you and comply with tax and accounting obligations. Financial records linked to payments are typically retained for the duration required by applicable tax laws.

Where personal data is no longer needed, we will securely delete or anonymise it so that it can no longer be associated with you. In some circumstances we may anonymise your personal data so that it can be used in aggregate form for business analysis without identifying you.

Data security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction or damage. These measures may include access controls, encryption or pseudonymisation where appropriate, secure storage systems, regular backups and staff training on data protection responsibilities. While we strive to protect your personal data, no system can be completely secure, and you should take care when providing information online.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, these may include:

The right of access: You have the right to request confirmation that we process your personal data and to obtain a copy of that data, together with certain additional information.

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

The right to erasure: In some circumstances you may request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected, or where you withdraw consent and there is no other legal basis for processing.

The right to restrict processing: You may request that we restrict the processing of your personal data in certain situations, such as where you contest its accuracy or object to our processing.

The right to data portability: In certain cases, you may ask us to provide your personal data in a structured, commonly used and machine-readable format and to transfer it to another controller where technically feasible.

The right to object: You have the right to object to our processing of your personal data where we rely on legitimate interests, including profiling based on those interests, and we will stop processing unless we have compelling legitimate grounds to continue. You also have the right to object at any time to the processing of your personal data for direct marketing.

The right to withdraw consent: Where we rely on your consent to process personal data, you have the right to withdraw consent at any time. This will not affect the lawfulness of processing based on consent before its withdrawal.

Complaints and contact

If you have any questions about this Privacy Policy or how we handle your personal data, you can contact us through our usual communication channels. You also have the right to lodge a complaint with the UK supervisory authority for data protection if you are unhappy with how we have used your data. We encourage you to contact us first so that we can attempt to resolve any concerns directly.

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. Any changes will be posted in the latest version of this Policy, and the updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.