Privacy Policy - Catford Cleaners

This Privacy Policy explains how Catford Cleaners collects, uses, stores, shares, and protects personal data in connection with our cleaning services. It applies to all Catford Cleaners customers in the area, including prospective customers, current customers, and individuals who interact with us when booking, receiving, or managing our services. We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Catford Cleaners provides domestic and commercial cleaning services. In the context of data protection law, we act as the data controller for the personal data we collect and process for our own business purposes. This means we determine why and how personal data is used. Where we use third-party providers to support our operations, they may act as data processors on our behalf, or in some cases as independent controllers where they determine their own purposes for processing.

2. Personal Data We Collect

We only collect personal data that is necessary for providing and managing our services, communicating with customers, improving service quality, meeting legal obligations, and running our business efficiently. The categories of data we may collect include:

Identity information such as name, title, and any account or booking reference.
Contact details such as phone number, email address, and service address.
Service information such as booking history, cleaning preferences, instructions, and feedback.
Payment information such as billing records, payment status, and transaction details. We do not normally store full card details if these are handled by a secure payment provider.
Communication records such as emails, messages, notes about enquiries, complaints, and service updates.
Technical data where applicable, such as IP address, device information, and usage data collected through digital systems used to manage bookings or communications.
Special category data only where strictly necessary and lawfully permitted, for example if a customer voluntarily provides information relating to health, access needs, or allergies relevant to service delivery.

We do not seek to collect more information than is required. Where special category data is provided, we treat it with additional care and only process it where there is a valid legal basis and appropriate safeguards.

3. How We Use Personal Data

We process personal data for the following purposes:

To accept, confirm, and manage cleaning bookings.
To deliver services at the correct location and at the agreed time.
To communicate with customers about appointments, changes, invoices, and service matters.
To respond to questions, complaints, and feedback.
To process payments, refunds, and account administration.
To maintain records required for business, tax, and legal compliance.
To improve our services, staff training, operational planning, and customer experience.
To prevent fraud, misuse, or unauthorised access to our systems and services.

We will only use personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible purpose and the law allows us to do so.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. Catford Cleaners relies on the following lawful bases where appropriate:

Contract – when processing is necessary to perform our contract with a customer or to take steps before entering into a contract, such as providing a quote or arranging a booking.
Legitimate interests – when processing is necessary for our business interests and does not override the rights and freedoms of the individual, such as for service improvement, internal administration, fraud prevention, and record keeping.
Legal obligation – when processing is needed to comply with laws, such as tax, accounting, or regulatory requirements.
Consent – in limited circumstances where we ask for clear permission, such as for certain marketing activities or where special category data requires explicit consent and no other lawful basis applies.

If we rely on consent, you can withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

5. Sharing Data and Processors

We may share personal data only where necessary and appropriate. This may include sharing with:

Processors that support our operations, such as payment providers, accounting systems, booking software providers, customer communication tools, IT and hosting providers, and secure document storage services.
Professional advisers such as accountants, insurers, or legal advisers where needed.
Public authorities or regulators where we are required to do so by law.

When we use processors, we ensure they process data only on our instructions, keep it secure, and comply with data protection requirements. We require appropriate contractual protections and only use providers that can offer suitable safeguards. We do not sell personal data.

International Transfers

Where any processor stores or accesses data outside the UK, we will only allow this where appropriate safeguards are in place, such as approved contractual clauses or equivalent legal protections, to ensure your data remains protected to a standard consistent with UK law.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to satisfy legal, accounting, or reporting requirements. The exact retention period depends on the type of data and the reason for processing.

Booking and service records are generally retained for a reasonable period after the service ends to manage queries, complaints, or repeat bookings.
Financial and tax records are retained for the period required by applicable law and accounting rules.
Communication records are retained for as long as needed to maintain a clear service history and resolve any issues.
Data held on the basis of consent is kept only until consent is withdrawn or the data is no longer needed.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe manner. We regularly review the data we hold to ensure it is not kept longer than necessary.

7. Data Security

We take the security of personal data seriously. We use a combination of technical and organisational measures designed to protect information from accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, password protection, secure systems, staff confidentiality obligations, and restricted access to records on a need-to-know basis.

While we work to protect your data, no system is completely secure. If a personal data incident occurs, we will assess it and take action in line with our legal obligations.

8. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may be subject to conditions and exceptions, but we will always respond fairly and promptly.

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

You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data rights have been infringed.

9. Marketing Communications

We may send limited service-related communications where necessary for bookings, appointments, or account matters. We will only send marketing messages where permitted by law and, where required, with your consent. You can opt out of marketing communications at any time using the method provided in the message or by contacting us through the usual service channels.

10. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children except where it is necessary in the context of providing services to a household and only with appropriate adult involvement. If we become aware that we have collected data unlawfully, we will take steps to delete it where required.

11. 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. The latest version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

12. Summary of Our Commitment

Catford Cleaners is committed to lawful, transparent, and secure processing of personal data. We collect only what we need, use it for clear purposes, keep it only as long as necessary, and provide safeguards when sharing it with trusted processors. We respect your rights and aim to make it easy for customers in the area to understand how their data is used and protected.