Tooting Cleaner Privacy Policy for Local Customers

This Privacy Policy explains how Tooting Cleaner collects, uses, stores and protects personal data relating to customers and prospective customers in our local service area. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act, and how you can exercise those rights in relation to the personal data we hold about you.

Scope of this Privacy Policy

This Privacy Policy applies to all Tooting Cleaner customers, including regular and one-off clients, and to individuals who make enquiries about our services within our service area. By using our services or contacting us, you acknowledge that you have read and understood this Privacy Policy.

Who we are and our role

Tooting Cleaner is a cleaning service provider operating in the Tooting area and surrounding locations. For the purposes of data protection law, Tooting Cleaner is the data controller in relation to the personal data described in this Privacy Policy. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection laws.

Personal data we collect

We may collect and process the following categories of personal data about you:

Identification and contact details, such as your full name, postal address, property access information necessary to provide the service, and any additional contact details you choose to provide.

Booking and service information, such as the date and time of your bookings, frequency and type of cleaning services required, instructions or preferences relating to your property, and records of services performed.

Communication data, such as information you provide when you contact us by any means, including enquiries, feedback, complaints, and any notes of our interactions.

Payment and billing information, such as the amounts charged, payment status, and billing history. Where payments are processed via external payment providers, we receive confirmation data and transaction references rather than full payment card details.

Technical and usage data, such as information about how you use our website or online booking tools, including basic device and browser information. This may include usage logs and basic analytics information, but is kept to the minimum necessary for site operation, security and performance monitoring.

Sensitive categories of data, such as information about health or vulnerability, are only collected where you choose to share them with us and where they are strictly necessary to tailor our services or support safe working practices, for example allergy information or mobility considerations relevant to accessing your property.

How we collect your personal data

We collect personal data directly from you when you contact us to enquire about services, make a booking, provide instructions or feedback, or otherwise communicate with us. We may also collect data when you use our website or online tools.

In some cases we may receive limited information about you from third parties, for example if someone books a cleaning service on your behalf or gives your details as a point of contact. Where this happens, we treat that information in the same way as information you provide directly.

Lawful bases for processing your data

We process your personal data only where we have a valid lawful basis under data protection law. Depending on the specific activity, we rely on one or more of the following lawful bases:

Performance of a contract: We process your data to take steps at your request before entering into a contract and to perform our contract with you, for example to manage bookings, provide cleaning services and handle payments.

Legitimate interests: We process your data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This includes managing our relationship with you, scheduling staff, improving services, keeping records of services provided, and protecting our business from fraud or misuse.

Legal obligations: We process your data where necessary to comply with legal or regulatory obligations, for example maintaining financial records for tax purposes.

Consent: In limited cases, we may rely on your consent, for example where we send certain types of direct marketing communications or where we record optional information such as special access instructions that you would prefer not to be retained as part of our standard records. Where we rely on consent, you have the right to withdraw that consent at any time.

How we use your personal data

We use your personal data for the following purposes:

To respond to enquiries, provide quotes and arrange cleaning services.

To manage bookings, allocate staff, and deliver the cleaning services you have requested.

To communicate with you about your bookings, including confirmations, reminders, rescheduling and updates.

To manage payments, invoicing and accounting.

To handle feedback, queries and complaints, and to improve our services.

To maintain accurate internal records and ensure continuity of service, for example remembering your preferences for future appointments.

To protect the security of our staff, customers and property, and to detect and prevent fraud or misuse of our services.

To comply with legal requirements and cooperate with regulators or law enforcement where lawfully required.

Data sharing and use of processors

We do not sell your personal data. We may share your personal data with third parties only where necessary and in accordance with data protection law.

We may use external service providers acting as data processors on our behalf, for example providers of scheduling or booking systems, secure cloud storage, accounting and invoicing tools, and payment processing services. These processors are only allowed to process your personal data in accordance with our written instructions, for specified purposes, and must implement appropriate security measures.

We may also share your data where necessary with professional advisers such as accountants or insurers, and with public authorities where we are legally required to do so.

Where any data is transferred or stored outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data in accordance with data protection law.

Data retention and storage

We keep your personal data only for as long as is necessary for the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements.

Booking and service records are generally retained for a reasonable period after the end of our relationship with you, to enable us to respond to any queries or disputes and to maintain accurate business records. Financial and invoicing information is typically retained for the period required by tax and accounting laws.

Where we rely on your consent or where data is collected for a specific optional purpose, we will retain that data for a shorter period or until you withdraw your consent, unless we have another lawful basis to continue processing.

When data is no longer needed, we will securely delete or anonymise it so that it can no longer be associated with you.

Data security

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing and against accidental loss, destruction or damage. These measures include limiting access to personal data to those staff and processors who need to know it for legitimate business purposes, using secure storage methods, and adopting appropriate data handling procedures.

Your data protection rights

You have a number of rights in relation to the personal data we hold about you, subject to certain conditions and exemptions under data protection law:

Right of access: You have the right to request a copy of the personal data we hold about you and to obtain information about how we process it.

Right to rectification: You have the right to request that we correct any inaccurate or incomplete personal data 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 lawful basis for processing.

Right to restriction of processing: You have the right to request that we restrict the processing of your personal data in certain situations, for example while we verify its accuracy or assess an objection you have raised.

Right to object: You have the right to object to our processing of your personal data where we are relying on legitimate interests. We will stop processing unless we can demonstrate compelling legitimate grounds which override your interests, rights and freedoms, or where processing is required for legal claims.

Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine readable format and to request that we transfer it to another controller, where technically feasible.

Right to withdraw consent: Where we rely on your consent, you may withdraw that consent at any time. This will not affect the lawfulness of processing carried out prior to withdrawal.

How to exercise your rights

If you wish to exercise any of these rights, or if you have questions or concerns about how we handle your personal data, you can contact us using the contact methods normally available for Tooting Cleaner. We may need to request specific information from you to help us confirm your identity and ensure your right to access your data or exercise another right. We aim to respond to all valid requests within one month, unless the request is particularly complex, in which case we will keep you informed.

Complaints and supervisory authority

If you are unhappy with how we have used your personal data or how we have responded to your concerns, you have the right to lodge a complaint with the relevant data protection supervisory authority. We would, however, appreciate the chance to address your concerns first and encourage you to contact us so that we can try to resolve the issue directly.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or changes in the law. Any updates will apply from the date they are published. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.