Privacy Policy - Flat Cleaners London

This Privacy Policy explains how Flat Cleaners London collects, uses, shares, stores, and protects personal data when providing cleaning services. It applies to all Flat Cleaners London customers in area, including current, former, and prospective customers, as well as individuals who communicate with us in connection with our services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Flat Cleaners London is a service provider offering domestic and specialist cleaning services for flats and similar residential properties. In the context of data protection law, we act as a data controller for the personal data we collect and determine the purposes and means of processing that data. This policy sets out how we process personal data related to our customers, enquiries, bookings, payments, service delivery, and related communications.

2. Personal data we collect

We collect only the data necessary to provide our services, manage customer relationships, and meet legal obligations. The types of personal data we may collect include:

Identity data: name, title, and any details used to identify a customer or authorised contact.
Contact data: address, email address, telephone number, and other communication details.
Service data: property access instructions, cleaning preferences, special requirements, appointment history, and feedback.
Payment data: billing details, payment confirmation, transaction records, and invoice information.
Technical data: limited device or usage information when customers interact with our digital systems, where relevant to service administration and security.
Communication data: records of enquiries, complaints, service notes, and correspondence.

We do not intentionally collect special category data unless it is strictly necessary and there is a lawful basis to do so. If such information is ever provided by a customer, we will handle it with enhanced care and only process it where permitted by law.

3. How we collect personal data

We may collect personal data directly from you when you:

request a quotation or make a booking;
communicate with us by phone, email, or other channels;
provide instructions or feedback about a cleaning service;
make a payment or request an invoice;
enter into a service arrangement with us.

We may also receive data from third parties where necessary for service delivery, such as property managers, authorised tenants, landlords, or payment service providers. In all cases, we ensure that any data received is processed consistently with this Privacy Policy.

4. How we use personal data

We use personal data only for specific and legitimate purposes, including:

providing and managing cleaning services;
handling bookings, rescheduling, and service changes;
processing payments and issuing invoices;
responding to enquiries and customer requests;
recording service preferences and operational instructions;
maintaining service quality, training, and internal records;
meeting legal, regulatory, tax, and accounting obligations;
preventing fraud, misuse, and unauthorised access;
resolving complaints, disputes, or claims.

We will not use personal data for purposes that are incompatible with the reason it was collected unless we have a lawful basis to do so.

5. Lawful basis for processing

We process personal data under one or more lawful bases permitted by the UK GDPR. These include:

Performance of a contract: when processing is necessary to provide cleaning services, manage bookings, take payment, or fulfil contractual obligations.
Legitimate interests: when processing is necessary for our business operations, customer service, record keeping, service improvement, fraud prevention, or security, provided those interests do not override your rights and freedoms.
Legal obligation: when we must retain or disclose information to comply with tax, accounting, employment, consumer, or other legal requirements.
Consent: where required, for example for certain optional communications or specific processing activities. When we rely on consent, you may withdraw it at any time.

We carefully assess the lawful basis for each processing activity and only process personal data when there is a valid legal reason to do so.

6. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting obligations. Retention periods may vary depending on the type of data and the reason for processing. In general:

customer and service records are retained for the duration of the service relationship and for a reasonable period afterwards;
payment and invoicing records are retained in line with financial and tax requirements;
complaint and dispute records are retained for as long as needed to resolve the matter and protect our legal interests;
data collected on the basis of consent is kept until consent is withdrawn or the data is no longer needed.

When personal data is no longer required, we will securely delete, anonymise, or archive it in accordance with our internal retention procedures.

7. Processors and third parties

We may share personal data with trusted processors and service providers that assist us in operating our business and delivering services. These may include:

payment processing providers;
booking, scheduling, and administration tools;
IT, hosting, and security service providers;
accounting and bookkeeping providers;
professional advisers such as legal or tax advisers;
subcontractors involved in service delivery, where necessary.

All processors are required to handle personal data securely, act only on our instructions, and comply with applicable data protection law. Where personal data is shared with independent controllers, such as public authorities or insurers, we will do so only when permitted or required by law.

We do not sell personal data. Any sharing is limited to what is necessary for service delivery, legal compliance, and legitimate business operations.

8. Data security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff awareness, and regular review of our procedures. While no system can be guaranteed entirely secure, we work to maintain a level of protection appropriate to the nature of the data we process.

9. User rights

Under data protection law, individuals have rights in relation to their personal data. Subject to legal limits, you may have the right to:

Access a copy of the personal data we hold about you;
Rectify inaccurate or incomplete information;
Erase personal data in certain circumstances;
Restrict how we process your data in certain situations;
Object to processing based on legitimate interests or direct marketing;
Data portability for information you provided to us in a structured, commonly used format, where applicable;
Withdraw consent where processing is based on consent;
Lodge a complaint with the Information Commissioner’s Office if you believe your rights have been breached.

We may need to verify your identity before responding to a request. We will respond within the time limits required by law and may refuse requests only where a legal exemption applies.

10. Cookies and similar technologies

If we use digital tools that rely on cookies or similar technologies, they are used only for essential functionality, security, or basic analytics where permitted. Where consent is required, it will be obtained before non-essential cookies are used. You may adjust browser settings to control cookies, although this may affect some website features.

11. International transfers

If personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place to protect the information in line with data protection law. These safeguards may include adequacy decisions, standard contractual clauses, or equivalent legal mechanisms.

12. 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 processing practices. The updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to remain informed about how personal data is handled.

13. Summary of our approach

Flat Cleaners London processes personal data with care, transparency, and respect for individual rights. We collect only the information needed to provide cleaning services, rely on lawful bases such as contract, legitimate interests, consent, and legal obligation, retain data only for as long as necessary, and use processors that are bound by appropriate safeguards. Your privacy matters to us, and we are committed to protecting it in every part of our service delivery.

By using our services, you acknowledge that this Privacy Policy applies to all Flat Cleaners London customers in area and explains how we manage personal data in connection with those services.