Privacy Policy - Kensal Green Carpet Cleaners

This Privacy Policy explains how Kensal Green Carpet Cleaners collects, uses, stores, shares, and protects personal data when providing carpet cleaning and related services. It applies to all Kensal Green Carpet Cleaners customers in the area, including prospective customers, current customers, and anyone who makes an enquiry, booking, complaint, or payment related to our services.

We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect information that is necessary for service delivery, customer administration, legal compliance, and legitimate business operations.

1. Information We Collect

We may collect and process the following types of personal data:

• Identity information: name, title, and any details you provide when making an enquiry or booking.
• Contact information: address, email address, and telephone number.
• Service details: property access instructions, cleaning requirements, preferred appointment times, and service history.
• Payment information: payment records, billing details, and transaction confirmation. We do not normally store full card details unless processed through a secure payment provider.
• Communication records: emails, messages, notes from telephone conversations, and complaint or feedback records.
• Technical information: limited information such as device or browser data where relevant for security, booking functionality, or website operation.
• Special category data: we do not intentionally collect special category data. However, if you voluntarily provide information that may reveal health-related needs, access requirements, or other sensitive details, we will only process it where necessary and with appropriate safeguards.

We collect personal data directly from you when you submit an enquiry, request a quote, book a service, communicate with us, or provide feedback. In some cases, we may receive information from third parties such as property managers, landlords, tenants, or payment processors where they are arranging services on your behalf or handling payment transactions.

2. How We Use Your Data

We use personal data for the following purposes:

• to respond to enquiries and provide quotations;
• to arrange appointments and deliver carpet cleaning services;
• to manage customer accounts and service records;
• to process payments, refunds, and invoices;
• to communicate about bookings, changes, delays, or follow-up matters;
• to handle complaints, claims, and customer support;
• to maintain internal records and improve service quality;
• to comply with legal, regulatory, tax, and accounting requirements;
• to prevent fraud, misuse, or unlawful activity;
• to send service-related updates where such communications are necessary for the contract or service arrangement.

We do not sell personal data. We only use it for legitimate business purposes connected with the provision of cleaning services and the management of our customer relationship.

3. Lawful Basis for Processing

We process your personal data only where we have a lawful basis under the UK GDPR. Depending on the situation, we rely on one or more of the following lawful bases:

Contract

Processing is necessary for the performance of a contract or to take steps at your request before entering into a contract. This includes handling enquiries, preparing quotations, booking services, carrying out carpet cleaning work, and processing payments.

Legal Obligation

We may process data where it is necessary to comply with legal obligations, such as tax, accounting, record-keeping, consumer law, or regulatory requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and those interests are not overridden by your rights and freedoms. This may include managing our business, improving services, maintaining records, preventing fraud, and responding to complaints.

Consent

Where required, we will rely on your consent. For example, if we ever need to process optional information that is not required for service provision, we will ask for your clear permission. You may withdraw consent at any time where processing is based on consent.

4. Data Sharing and Processors

We may share personal data with trusted third parties who support the delivery of our services. These parties act either as independent controllers in their own right or as processors acting on our instructions. We use processors only where appropriate safeguards are in place.

Examples of processors and service providers may include:

• Payment processors: to handle card or online payment transactions securely.
• Accounting and bookkeeping providers: to manage invoices, tax records, and financial administration.
• IT and cloud storage providers: to store customer records and support business systems.
• Communication providers: to send booking confirmations, reminders, or service messages.
• Administrative support services: to assist with scheduling, record-keeping, or customer management.

We may also disclose personal data if required by law, court order, law enforcement request, or to protect our legal rights, customers, staff, or property. If any business assets are reorganised, transferred, or sold, customer data may be included as part of that transaction, subject to applicable data protection law.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected. Retention periods vary depending on the type of data and the reason for processing.

• Enquiry records: retained for a reasonable period to manage follow-up and customer service.
• Booking and service records: retained for the duration of the customer relationship and for a period afterwards to support administration, disputes, and service history.
• Financial and accounting records: retained for the period required by law, including tax and accounting obligations.
• Complaint and correspondence records: retained as needed to resolve disputes and maintain evidence of decisions.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. In some cases, we may retain data for longer if necessary to comply with legal requirements or to establish, exercise, or defend legal claims.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and careful management of service records.

Although we take reasonable steps to safeguard your data, no system can be guaranteed to be completely secure. If a personal data breach occurs and we are required to notify you or a regulator under applicable law, we will do so.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply in certain circumstances and are subject to legal limitations.

• 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 data.
• Right to erasure: you can ask us to delete your data where there is a valid legal basis.
• Right to restrict processing: 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.
• Right to data portability: you can request that certain data be provided in a structured, commonly used format where applicable.
• Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may ask for information to verify your identity before we respond. We will handle your request in accordance with applicable data protection law and respond within the required timeframe where possible.

8. International Transfers

If personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections designed to keep your data secure and to maintain compliance with data protection law.

9. Children's Data

Our services are not intended for children, and we do not knowingly collect personal data from children unless it is necessary in connection with a household service request made by an adult customer. Where such data is encountered, it will be handled carefully and only for the purpose required.

10. 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 handling practices. Any updated version will apply from the date it is made available. We encourage customers to review it periodically to stay informed about how we protect personal data.

11. Summary of Our Commitment

Kensal Green Carpet Cleaners is committed to processing customer data responsibly, securely, and transparently. We collect only the information needed to provide high-quality cleaning services, support communication, meet legal obligations, and manage our business effectively. We use lawful bases under the UK GDPR, limit access to trusted processors, and retain data only for as long as necessary.

By using our services, making an enquiry, or otherwise engaging with us, you acknowledge that your personal data may be processed in accordance with this Privacy Policy and the applicable data protection laws.