Clapham Carpet Cleaners Privacy Policy
This Privacy Policy explains how Clapham Carpet Cleaners collects, uses, stores and shares personal data when providing carpet and upholstery cleaning and related services. It applies to all customers of Clapham Carpet Cleaners in our service area, including individuals, landlords, tenants, letting agents and business clients.
We are committed to protecting your privacy and handling your personal data in a lawful, fair and transparent way in accordance with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018.
Who this Privacy Policy applies to
This Privacy Policy applies to all Clapham Carpet Cleaners customers and prospective customers located in our service area who contact us, request a quotation, make a booking, use our services, or otherwise interact with us. It also applies to individuals whose personal data we receive in connection with a booking, such as tenants, landlords, property managers and business contacts.
Personal data we collect
We may collect and process the following categories of personal data when you contact us or use our services:
Identification and contact details, such as name, address, billing address, property access details and similar contact information.
Contact preferences and communication history, including your preferred methods of contact and records of communications with us such as queries, quotations and booking confirmations.
Service and booking information, such as details of the property where services are carried out, type of service requested, date and time of appointments, special instructions, and information relating to keys or access arrangements.
Payment and transaction information, including payment method details shared with us at the time of booking and records of payments made and invoices issued. We do not store full payment card information when using third party payment processors.
Marketing preferences, such as whether you have consented to receive marketing communications or opted out of them.
Technical or usage data, where applicable, such as basic information about how you interact with our online content, for example pages visited and time and date of contact forms, to help us understand interest in our services and improve them.
How we collect your personal data
We collect personal data directly from you when you contact us by phone, through online forms, or in person, when you request a quotation, make a booking, provide feedback, or correspond with us in any other way.
We may also receive personal data about you from third parties, such as letting agents, landlords, tenants, property managers, or other customers who provide your details to organise a service on your behalf, and from payment service providers who confirm the status of your payment.
Lawful bases for processing your data
We only process your personal data where we have a lawful basis to do so. Depending on the context, we rely on the following lawful bases:
Performance of a contract: When it is necessary to process your data in order to provide our carpet cleaning services, respond to your enquiry, issue a quotation, manage your booking, process your payment, or fulfil our obligations under a service agreement with you.
Legitimate interests: When it is necessary for our legitimate business interests, for example to manage and improve our services, handle queries and complaints, keep basic records of past services, prevent fraud, or protect the security of our staff and customers. We balance these interests against your rights and freedoms and only rely on this basis where they are not overridden.
Legal obligation: When we are required to process your data to comply with a legal obligation, such as tax, accounting, or record keeping requirements, or to respond to lawful requests from public authorities.
Consent: When you have given your clear consent for a specific purpose, such as receiving certain types of marketing communications. Where we rely on consent, you may withdraw it at any time, and we will stop processing your data for that purpose.
How we use your personal data
We use your personal data for the following purposes:
To respond to enquiries, provide quotations, and offer information about our services that you request.
To set up, manage and carry out bookings, including confirming appointment dates and times, arranging access to the property, and delivering the requested services.
To process payments, issue receipts and invoices, and maintain accurate financial and service records.
To communicate with you about your bookings, including changes, cancellations, feedback requests, and aftercare information.
To manage customer relationships, including handling queries, complaints or disputes and maintaining a history of services provided.
To send you marketing information about our services where we are permitted to do so by law or where you have given your consent. You can opt out of marketing communications at any time.
To improve our services, internal processes and customer experience, including staff training and quality control.
To comply with legal and regulatory obligations and to cooperate with law enforcement or regulatory authorities when required.
Sharing your personal data and use of processors
We do not sell your personal data. We may share your personal data with selected third parties where necessary and lawful, including:
Service providers and data processors who provide services on our behalf, such as payment processing companies, cloud and data storage providers, customer management systems, and administrative support services. These processors act on our instructions, are bound by data protection obligations, and are not allowed to use your data for their own purposes.
Professional advisers, such as accountants, auditors, or legal advisers, where this is necessary for our business operations or to obtain professional advice.
Third parties involved in a booking, such as landlords, tenants, agents or property managers, where sharing limited information is necessary to arrange or carry out the services at the relevant property.
Public authorities, regulators, law enforcement or courts, where we are legally required or permitted to do so, for example to prevent or detect crime or to establish or defend legal claims.
If we ever transfer personal data outside the United Kingdom or European Economic Area using our processors, we will ensure that appropriate safeguards are in place to protect your data in accordance with data protection laws.
Data retention and storage
We keep personal data in a form which permits identification of individuals only for as long as it is reasonably necessary for the purposes for which it was collected, including to meet any legal, accounting or reporting requirements.
In general, we retain customer and booking records for a period that allows us to manage repeat bookings, handle queries or complaints, and comply with tax and accounting obligations. Payment records are kept for the periods required by law. Where data is processed solely on the basis of your consent and you withdraw that consent, we will delete or anonymise the data related to that consent, unless we need to keep it for other lawful reasons.
When personal data is no longer needed, we will securely delete it or anonymise it so that it can no longer be associated with you.
Your data protection rights
Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to conditions and lawful exceptions. Your rights include the following:
Right of access: You have the right to request confirmation as to whether we process your personal data and to receive a copy of the personal data we hold about you, together with certain information about how we use it.
Right to rectification: You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.
Right to erasure: In certain circumstances, you have the right to 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 there is no other legal basis for processing it.
Right to restriction of processing: You have the right in some cases to request that we restrict the processing of your personal data, for example while we are verifying its accuracy or considering an objection you have raised.
Right to object: You have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis. You also have the right to object at any time to the processing of your data for direct marketing purposes.
Right to data portability: Where processing is based on consent or on a contract and carried out by automated means, you may have the right to request that we provide your personal data in a structured, commonly used and machine-readable format and to request that it is transmitted to another controller where technically feasible.
Right to withdraw consent: Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.
You also have the right to lodge a complaint with a supervisory authority if you believe your data protection rights have been infringed.
Security of your personal data
We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include limiting access to personal data to those staff and processors who need it for their work and ensuring that they are subject to duties of confidentiality.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we handle personal data. Any significant changes will be communicated by updating the date of the policy and making the revised version available. Your continued use of our services after any changes take effect will signify that you have read and understood the updated Privacy Policy.