Dulwich Carpet Cleaning Privacy Policy

This Privacy Policy explains how Dulwich Carpet Cleaning collects, uses, stores and protects the personal data of its customers and prospective customers. It applies to all Dulwich Carpet Cleaning customers and service users in our operating area, including those who contact us for enquiries, quotations or bookings, whether by phone, in person, through our website, or via any other communication channel.

We are committed to complying with applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy is intended to provide clear and transparent information about our data processing activities and about your rights in relation to your personal data.

Data Controller

Dulwich Carpet Cleaning is the data controller for the personal data described in this policy. This means we decide why and how your personal data is processed. Where we use third parties to process data on our behalf, they act as data processors and are required to handle personal data in accordance with our instructions and applicable data protection laws.

Personal Data We Collect

We collect different types of personal data depending on how you interact with us and the services you request. The categories of data we may collect include:

Identity and contact details such as name, address, service address, billing address, and other contact details you choose to provide.

Service and booking information such as details of your property areas to be cleaned, types of surfaces or items, access arrangements, preferred dates and times, and any special instructions relevant to providing the service.

Communication records such as notes or records of calls, messages or correspondence, and information you provide in enquiries, feedback or complaints.

Payment and transaction information such as records of services provided, amounts charged, payment status and methods, and basic invoice information. Payment card details are not stored by us if processed through a third-party payment provider.

Technical and usage data such as basic information collected when you visit our website, including IP address, device and browser details, and general usage data that helps us understand how our online services are used.

How We Collect Your Data

We may collect personal data directly from you when you contact us to request a quote or book a service, when you provide information during or after a service visit, when you communicate with us by phone, text message, or online form, and when you give feedback or make a complaint.

We may also collect limited information from third parties where necessary, such as payment processors confirming that a payment has been made, or online platforms that pass on your enquiry or booking to us where you have chosen to use them.

Purposes and Lawful Basis for Processing

We only process your personal data where we have a lawful basis under data protection law. The main purposes and lawful bases are:

To provide our cleaning services. We process your identity, contact and service details to arrange and carry out cleaning services at your premises. The lawful basis is performance of a contract or taking steps at your request before entering into a contract.

To manage bookings and customer relationships. This includes scheduling visits, confirming or rescheduling appointments, responding to your enquiries, and managing ongoing customer relationships. The lawful basis is performance of a contract and our legitimate interests in running our business and providing quality service.

To process payments and accounting. We use your transaction data for issuing invoices, recording payments and maintaining accurate financial records. The lawful bases are performance of a contract and compliance with legal obligations relating to accounting and tax.

To communicate with you. We may contact you about booked services, follow-up care, important changes to our terms or policies, or responses to your requests. This is based on performance of a contract and our legitimate interests in efficient communication.

To improve our services. We may use feedback and usage information to improve our processes, customer service and website. The lawful basis is our legitimate interests in developing and improving our business.

Marketing communications. We may occasionally send you information about similar services that may be of interest to you. Where required by law, we will only do this with your consent, and you can withdraw consent or opt out of marketing at any time.

Data Retention

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

Customer and booking records are usually kept for a period sufficient to manage our relationship with you and to handle any queries, complaints or claims that may arise. Financial records and invoices are generally retained for the period required by tax and accounting laws.

When personal data is no longer needed for the purposes for which it was collected, we will securely delete or anonymise it. Retention periods may vary depending on the type of data and our legal obligations.

Data Sharing and Processors

We do not sell your personal data. We may share it with trusted third parties who provide services to us and act as data processors. These may include payment processing providers, accounting or bookkeeping support, IT and hosting providers, and communication service providers.

Where we use processors, we require them to handle your data securely, to use it only according to our instructions, and to comply with applicable data protection laws. They are not permitted to use your data for their own independent purposes.

We may also share personal data where required to comply with legal obligations, to respond to lawful requests from authorities, or to establish, exercise or defend legal claims.

International Transfers

Where possible, we aim to keep your personal data within the United Kingdom or European Economic Area. If we use service providers that transfer or store personal data in other countries, we will take appropriate steps to ensure that adequate safeguards are in place, such as relying on recognised data transfer mechanisms and contractual protections consistent with data protection legislation.

Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse or disclosure. These measures may include access controls, secure storage of physical and electronic records, minimisation of the data we hold, staff awareness measures, and regular review of our security practices.

While we strive to protect your personal data, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we are committed to continually assessing and improving our safeguards.

Your Data Protection Rights

As a data subject under data protection law, you have certain rights in relation to your personal data. These include:

The right of access. You can request information about whether we hold your personal data and obtain a copy of that data, together with information about how we use it.

The right to rectification. You can ask us to correct any inaccurate or incomplete personal data we hold about you.

The right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and no other lawful basis applies.

The right to restriction of processing. You can ask us to restrict our use of your personal data in specific situations, for example while we verify its accuracy or assess an objection you have raised.

The right to object. You may object to our processing of your personal data where we rely on legitimate interests as the 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.

The right to data portability. In certain circumstances, you can request that we provide you or a third party with a copy of your personal data in a structured, commonly used and machine readable format.

Where we rely on your consent as the lawful basis for processing, you have the right to withdraw that consent at any time. Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights, or if you have any questions about this Privacy Policy or how we handle your personal data, you can contact us using the contact details provided on our website or any other usual communication channels.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so that we have the opportunity to address your concerns.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or data protection practices. Any updates will be made available through our usual communication channels. We encourage you to review this policy periodically to stay informed about how we use and protect your personal data.