Privacy Policy - Carpet Cleaning Colliers Wood

This Privacy Policy explains how Carpet Cleaning Colliers Wood collects, uses, stores, shares, and protects personal data. It applies to all Carpet Cleaning Colliers Wood customers in area, including anyone who enquires about, books, receives, or pays for our carpet cleaning services. We are committed to handling personal information fairly, lawfully, and transparently in line with the UK GDPR and the Data Protection Act 2018.

We only collect information that is relevant to providing our services, managing customer relationships, meeting legal obligations, and improving the quality and safety of our work. We do not sell personal data. We also aim to ensure that any third parties who process data on our behalf do so securely and only for permitted purposes.

1. Information We Collect

Depending on how you interact with us, we may collect the following categories of personal data:

Identity details such as your name.
Contact details such as your address, email address, and telephone number.
Service details including property access notes, cleaning preferences, stain or fabric information, and service history.
Payment information such as payment confirmation, billing records, and transaction references. We do not intentionally store full card details where payment is handled by a secure payment provider.
Communication records including emails, messages, call notes, and complaints or feedback.
Technical data if you visit any digital service channel connected to us, such as device type, browser data, and usage information collected through standard security and analytics tools.

We may also receive personal data from third parties where it is lawful to do so, for example from a referral partner, a property manager, or a household member making a booking on your behalf.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and service information;
to schedule and deliver carpet cleaning services;
to manage bookings, rescheduling, and cancellations;
to process payments and issue invoices or receipts;
to respond to enquiries, complaints, and support requests;
to keep service records for quality control and business administration;
to maintain safety, prevent fraud, and manage risk;
to comply with legal, accounting, and regulatory requirements;
to improve our services, training, and operational efficiency.

We only use personal information where it is necessary and proportionate to the purpose for which it was collected.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. The main lawful bases we rely on are set out below:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes handling bookings, carrying out carpet cleaning services, issuing invoices, and managing customer communications connected to those services.

Legal Obligation

We may process and retain certain information where required by law, including tax, accounting, insurance, and record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. Examples include managing customer records, improving service quality, preventing misuse, maintaining secure operations, and defending legal claims. Where we rely on legitimate interests, we assess whether the processing is necessary and balanced.

Consent

In limited cases, we may rely on your consent, for example where it is needed for certain marketing communications or optional preferences. Where consent is used, you may withdraw it at any time.

4. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, and in accordance with legal and business requirements. Retention periods may vary depending on the type of record and the reason it is held.

Booking and service records are typically retained for a reasonable period to manage repeat services, handle queries, and maintain a service history.
Financial and tax records are retained for the period required by law.
Correspondence and complaint records are retained for as long as needed to resolve issues and demonstrate appropriate handling.
Technical and security logs are retained for a limited period unless a longer period is needed to investigate an incident or protect our systems.

When data is no longer required, we will delete it, anonymise it, or securely archive it where appropriate.

5. Sharing Data and Processors

We may share personal data with trusted third parties where necessary to deliver our services or meet legal obligations. These third parties act as processors or independent controllers depending on the nature of their role.

Processors may include:

IT and cloud service providers that support secure data storage, messaging, and system administration.
Payment service providers that process payments securely on our behalf.
Administrative and bookkeeping providers that assist with accounting and record management.
Customer communication tools that help manage emails, booking confirmations, and service updates.

Where a processor handles personal data for us, we ensure there is an appropriate contract in place requiring them to protect data, act only on our instructions, and comply with applicable data protection requirements. We do not permit processors to use your data for their own purposes.

We may also disclose personal data if required by law, court order, or a competent authority, or where disclosure is necessary to protect our rights, safety, or the safety of others.

6. International Transfers

Some service providers may store or process data outside the United Kingdom. If this happens, we take appropriate steps to ensure that your data receives an adequate level of protection, including the use of approved transfer mechanisms where required.

7. Data Security

We use reasonable technical and organisational measures to protect personal data from unauthorised access, accidental loss, alteration, or disclosure. These measures may include access controls, secure storage, password protection, and staff awareness practices. While no system can be guaranteed to be completely secure, we work to reduce risks and respond appropriately if an incident occurs.

8. Your Rights

You have a number of rights under data protection law. These rights may apply depending on the circumstances and the legal basis for processing:

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

If you wish to exercise any of these rights, we will take reasonable steps to verify your identity before responding. We may not always be able to comply fully where we have a lawful basis to continue processing or where legal obligations require us to retain the information.

9. Marketing Preferences

We may send service-related messages where necessary to fulfil a booking or manage a customer relationship. We will only send marketing communications where permitted by law and, where required, with your consent. You can opt out of marketing at any time. Service messages that are necessary to deliver our work may still be sent even if you opt out of marketing.

10. Children

Our services are intended for adults. We do not knowingly collect personal data from children except where it is necessary as part of a household service arrangement and only with appropriate adult involvement.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practice, or service delivery. Any updated version will apply from the date it is published. We encourage customers to review this policy periodically so they remain informed about how we handle personal data.

12. Summary of Our Commitment

Carpet Cleaning Colliers Wood is committed to respecting privacy and using personal data responsibly. We collect only what we need, rely on clear lawful bases, retain data for appropriate periods, and use trustworthy processors under contract. We also recognise and support your rights as a data subject. This policy is designed to apply fairly to all Carpet Cleaning Colliers Wood customers in area, ensuring that personal information is handled with care, transparency, and accountability.