West Hampstead Carpet Cleaners Privacy Policy
This Privacy Policy explains how West Hampstead Carpet Cleaners collects, uses, stores, and protects personal data relating to customers and prospective customers in our service area. It is intended to be clear and understandable, and to comply with the requirements of the UK General Data Protection Regulation and other applicable data protection laws.
This Privacy Policy applies to all West Hampstead Carpet Cleaners customers and prospective customers in the West Hampstead area and any other areas we serve. By using our services, you acknowledge that you have read and understood this Privacy Policy.
Who we are and scope of this policy
West Hampstead Carpet Cleaners is a provider of carpet, rug, upholstery and related cleaning services to residential and commercial customers. In the context of applicable data protection laws, we act as the data controller for the personal data described in this Privacy Policy, meaning we decide how and why your personal data is processed.
This Privacy Policy covers all personal data we process about individuals who contact us, request a quote, make a booking, receive cleaning services, or otherwise interact with us as customers or prospective customers in our service area.
Personal data we collect
We may collect and process the following categories of personal data about you:
Identification and contact details such as your name, address, property access details, and general location information in order to provide services at your premises.
Communication details such as your preferred contact methods and records of communications you have with us, including enquiries, booking confirmations, service updates, and feedback.
Service and account information such as details of the services you request or receive, dates and times of visits, job notes, invoices, payment status, and related administrative records.
Payment-related information such as partial payment details or transaction confirmations received from your chosen payment provider or bank. We do not store full card numbers or security codes; where you pay electronically, those details are processed by secure third-party payment processors.
Technical and usage data where relevant, such as information about how you contact us online or by digital means, including basic device and interaction information. We only collect what is necessary for security, booking, and communication purposes.
Feedback and survey data such as any comments, reviews, complaints, or satisfaction information you choose to provide about our services.
How we collect your personal data
We collect personal data directly from you when you contact us to request information, ask for a quote, make a booking, or provide feedback. This may be done via phone, contact forms, messaging tools, or other communication channels that you choose to use to reach us.
We also generate personal data in the course of providing services to you. For example, we record details of the work carried out, service dates and times, and billing records.
In some cases, we may receive personal data indirectly, such as when another person makes a booking on your behalf, or when payment providers send us limited information confirming the status of a transaction. We only process such data as needed to provide and manage the service.
Lawful bases for processing your data
We process your personal data only when we have a valid legal basis under data protection law. The main lawful bases we rely on are:
Contract: We process personal data to take steps at your request before entering into a contract, and to perform our contract with you, for example to provide carpet and upholstery cleaning services, manage bookings, and handle payments.
Legitimate interests: We process personal data when it is necessary for our legitimate business interests, and where these interests are not overridden by your rights and freedoms. Examples include improving our services, managing customer relationships, maintaining records for business planning, and ensuring the security of our operations.
Legal obligations: We process some data to comply with legal obligations, such as maintaining accounting records and responding to lawful requests from authorities.
Consent: Where required by law, we may rely on your consent for specific processing activities, such as certain forms of direct marketing communications. When processing is based on your consent, you may withdraw that consent at any time.
How we use your personal data
We use the personal data we collect for the following purposes:
To respond to your enquiries, provide quotes, and supply information about our services.
To set up, confirm, and manage your bookings, including sending reminders or updates where necessary for the performance of the service.
To provide cleaning and related services at your property and to record details of the work completed.
To manage billing, process payments via third-party payment processors, handle refunds if applicable, and maintain accurate financial records.
To communicate with you about our services, including responding to feedback, handling complaints, and addressing service-related issues.
To maintain and improve our services, including internal analysis, staff training, and quality control.
To meet our legal obligations, enforce our terms, and protect our rights, property, staff, and customers.
Data retention and storage
We keep your personal data only for as long as it is reasonably necessary for the purposes for which it was collected, and to meet legal, accounting, or reporting requirements.
Customer and booking records are typically retained for a period that allows us to respond to queries, manage repeat work, and comply with legal obligations, such as tax and accounting rules. After the relevant retention period expires, we securely delete or anonymise your personal data.
Where possible, we minimise the amount of personal data retained and regularly review our records to remove information that is no longer required.
Data processors and third parties
We may share your personal data with carefully selected third-party service providers who act as data processors on our behalf. These may include:
Payment processing providers who handle transactions securely and send us confirmation of payments.
Accountancy or bookkeeping service providers who assist us with managing our financial records.
IT and hosting providers who supply systems or infrastructure used to store and manage our business data.
These processors only process your personal data in accordance with our documented instructions and are required to implement appropriate security measures to protect your information. They are not permitted to use your personal data for their own purposes.
We may also disclose personal data where required by law, regulation, or a competent authority, or in connection with legal proceedings, to protect our rights or the safety of our staff and customers.
International transfers
Where we use service providers that store or process data outside the United Kingdom or European Economic Area, we take appropriate steps to ensure that your personal data is afforded an equivalent level of protection. This may involve using providers in countries that have been recognised as offering adequate protection, or implementing standard contractual clauses or other recognised safeguards.
Security of your personal data
We take reasonable and appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include access controls, secure storage practices, and limiting personal data access to staff and processors who need it to perform their duties.
While we strive to protect your personal data, no method of transmission or storage can be guaranteed as completely secure. We therefore encourage you to take care when sharing personal information and to contact us if you believe your data may have been compromised.
Your data protection rights
Under data protection law, you have a number of rights in relation to your personal data. These include:
Right of access: You have the right to request a copy of the personal data we hold about you and to receive information about how it is processed.
Right to rectification: You have the right to ask us to correct or complete any personal data that is inaccurate or incomplete.
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.
Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain situations, such as when you contest its accuracy or object to our use of it.
Right to data portability: Where we process your personal data by automated means based on your consent or a contract, you may have the right to receive it in a structured, commonly used and machine-readable format and to transmit it to another controller where technically feasible.
Right to object: You have the right to object to processing based on our legitimate interests, including certain forms of direct marketing. We will respect such objections unless we have compelling legitimate grounds to continue processing.
Right to withdraw consent: Where processing is based on your consent, you may withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before you withdraw consent.
Exercising your rights and contacting us
If you wish to exercise any of your data protection rights or have questions about this Privacy Policy or how we handle your personal data, you can contact us using the contact details provided on our website or in your booking correspondence. We may need to verify your identity before responding to your request.
You also have the right to lodge a complaint with the relevant data protection authority if you are unhappy with how we handle your personal data. We encourage you to contact us first so 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 requirements, or data protection best practices. Any significant changes will be explained clearly in the updated version. The latest version of this Privacy Policy will always apply to the personal data we process about you.
