Brentford Cleaners Customer Privacy Policy

This Privacy Policy explains how Brentford Cleaners collects, uses, stores and protects personal data relating to customers and prospective customers. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

This Privacy Policy applies to all Brentford Cleaners customers and prospective customers within our service area, whether you contact us online, by post or in person, or use any of our cleaning and related services.

Who we are and scope of this policy

Brentford Cleaners is a cleaning services provider. In relation to the personal data of its customers and prospective customers, Brentford Cleaners is a data controller. This means we determine the purposes and means of processing your personal data. This Privacy Policy covers all processing of customer personal data carried out by or on behalf of Brentford Cleaners within our service area.

Personal data we collect

We collect and process different categories of personal data about you, depending on how you interact with us and which services you use. The main categories are:

Identification and contact details such as your name, residential or business address, billing address, and other contact details such as your preferred method of contact.

Service and booking information such as details of the services you request, property type and access instructions relevant to the cleaning service, preferred dates and times, booking history and records of communications about your bookings.

Payment and billing information such as information necessary to take payment and manage invoices and refunds. We do not store full card details when third party payment processors are used, but we may hold transaction identifiers and partial card details where required for accounting and reconciliation.

Communication records such as emails, messages and notes from telephone or in person conversations with our staff, including any feedback or complaints you provide.

Technical and usage information where you visit our website or use any online tools we provide, which may include your browser type and version, device information, and information about how you interact with our online content.

How we collect your personal data

We collect personal data directly from you when you contact us to request a quote, make a booking, ask a question, provide feedback or otherwise communicate with us. You may provide data by telephone, in writing, through our website, or in person.

We may also receive personal data from third parties where this is necessary to provide our services, for example where a landlord, letting agent or employer arranges cleaning on your behalf and provides your contact details and service requirements. In such cases we ensure that the third party has a lawful basis to share your data with us.

Technical and usage data may be collected automatically when you visit our website, for example through server logs or similar technologies used for security and performance monitoring.

Lawful bases for processing your data

We process your personal data only when we have a lawful basis to do so. Depending on the specific processing activity, we rely on the following lawful bases:

Performance of a contract where processing is necessary to enter into or perform a contract with you, such as when you request a quote, make a booking, or we provide and manage cleaning services for you.

Legitimate interests where processing is necessary for our legitimate business interests and your interests and fundamental rights do not override those interests. This may include managing and improving our services, responding to enquiries, keeping records of cleaning activities, and protecting our business from fraud or misuse.

Legal obligations where we are required to process personal data to comply with legal and regulatory requirements, such as tax, accounting and record keeping obligations or responding to lawful requests from public authorities.

Consent where you have clearly agreed to a specific use of your data, for example where we send you certain types of marketing communications that require consent. Where processing is based on consent, you may withdraw your consent at any time, which will not affect the lawfulness of processing before withdrawal.

How we use your personal data

We use your personal data for the following purposes:

To provide and manage cleaning and related services that you have requested, including arranging appointments, accessing your property as agreed, carrying out the work and handling rescheduling or cancellations.

To manage our relationship with you, including handling enquiries, requests, feedback, complaints and other communications, and notifying you about changes to our services or terms.

To process payments, issue invoices and receipts, manage refunds where applicable, and maintain accurate financial records.

To operate, manage and improve our business, including internal administration, performance monitoring, service quality checks and staff training.

To protect our rights, property and safety and those of our customers and staff, for example to prevent and detect fraud or misuse of our services.

To comply with applicable laws, regulations and guidance, and to respond to lawful requests from regulators, courts and law enforcement.

With your consent where required, to send you relevant information about our services that we believe may be of interest to you, and to manage your communication preferences.

Data sharing and data processors

We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy and where appropriate safeguards are in place. These third parties act either as independent controllers or as data processors on our behalf.

Where we use data processors, they only process your personal data on our documented instructions, are subject to confidentiality obligations, and must implement appropriate technical and organisational measures to protect your data. Typical categories of processors may include providers of payment processing services, accounting and bookkeeping services, secure data storage, customer relationship management tools, and information technology support.

We may also share your personal data with professional advisers, such as legal or accounting professionals, and with public authorities where required by law or where necessary to protect our legal rights.

Your personal data is not sold to third parties. It is only shared to the extent necessary to provide our services, manage our business, comply with legal obligations or where you have given your consent.

International transfers

If any of our service providers or systems are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place before transferring your personal data. These safeguards may include the use of standard contractual clauses approved by relevant authorities or other mechanisms permitted by data protection law, to ensure that your personal data remains protected to a standard essentially equivalent to that in the United Kingdom.

Data retention and storage

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to provide our services, meet legal and regulatory requirements, resolve disputes and enforce our agreements.

In determining appropriate retention periods, we take into account the type of data, the risk of harm from unauthorised use or disclosure, the purposes for which we process it, and applicable legal requirements such as tax and accounting rules. For example, basic customer and transaction records are typically retained for a number of years after the end of the customer relationship to meet legal and accounting obligations.

When personal data is no longer needed, it will be securely deleted, anonymised or otherwise removed from our systems in a way that ensures it cannot be reconstructed or used to identify you.

How we protect your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, disclosure, alteration or destruction. These measures include access controls, staff training, secure storage solutions and procedures for handling data protection incidents.

While we take reasonable steps to secure your personal data, no system or transmission of information can be completely secure. We regularly review our security measures and update them where appropriate to reflect technological developments and changes to our services.

Your data protection rights

Under data protection law, you have certain rights in relation to your personal data. These rights are subject to conditions and exemptions and may not apply in all circumstances. Your rights include:

The right of access to obtain confirmation as to whether we process personal data about you and, if so, to receive a copy and certain information about how it is used.

The right to rectification to have inaccurate or incomplete personal data corrected.

The right to erasure in certain circumstances, for example where the data 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.

The right to restriction of processing in certain circumstances, allowing the processing of your data to be limited while issues are resolved.

The right to data portability in certain circumstances, allowing you to receive personal data you have provided to us in a structured, commonly used and machine readable format, and to transmit that data to another controller.

The right to object to certain types of processing, including processing based on legitimate interests and processing for direct marketing purposes.

Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing based on consent before its withdrawal.

Exercising your rights and contacting us

If you wish to exercise any of your data protection rights or have queries about how we handle your personal data, you can contact Brentford Cleaners using the contact details provided on our main customer communications or website. We may need to verify your identity before responding to your request, in order to protect your privacy and security.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so that we can try to resolve your concerns.

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 protection practices. The updated version will be made available through our usual customer information channels and will apply from the date of publication. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.