Brentford Cleaners Privacy Policy

This Privacy Policy explains how Brentford Cleaners collects, uses, stores, and protects personal data belonging to its customers and prospective customers. It applies to all Brentford Cleaners customers and service users within our operating area, regardless of how they contact us or use our services.

We are committed to protecting your privacy and handling your personal data in a lawful, fair, and transparent manner in accordance with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018.

Personal data we collect

We collect and process different types of personal data depending on how you interact with Brentford Cleaners and which services you request. The categories of data we may collect include:

Identification and contact details such as your full name, billing address, service address, and communication preferences.

Contact and communication details such as your preferred method of contact and the content of communications you send to us, including enquiries, feedback, or complaints.

Service information such as details of the cleaning services you request, property type and access information you choose to provide, dates and times of bookings, service instructions, and records of completed work.

Payment and billing information such as payment status, invoices, and transaction records. We do not store full payment card details when payments are processed via secure third-party payment providers.

Technical and usage data such as information you provide when you visit any online pages we operate, request a quote, or complete an online form. This may include device information and basic usage data, where applicable and permitted.

Marketing and preference information such as your preferences in receiving marketing communications from us and records of consent for marketing, where given.

How we collect personal data

We collect personal data directly from you when you request a quote or make a booking, contact us with an enquiry, use our services, provide feedback or leave a review, or subscribe to receive marketing communications from us.

We may also receive personal data from third-party service providers who help us to manage bookings or payment processing, from publicly available sources where appropriate, and from referrals where an existing customer provides your details to recommend our services. In such cases, we will inform you of the source of your data where required by law.

Lawful basis for processing

We rely on different lawful bases for using your personal data, depending on the specific purpose:

Performance of a contract. We process your personal data where it is necessary to enter into and perform a contract with you. This includes handling booking requests, providing cleaning services, processing payments, and communicating with you about your appointments.

Compliance with legal obligations. We process certain personal data to comply with legal and regulatory obligations, including record keeping, accounting, tax obligations, and responding to lawful requests from public authorities.

Legitimate interests. We may process your personal data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and interests. This includes improving our services, managing our relationship with you, preventing fraud or misuse of our services, and maintaining the security of our systems.

Consent. In some cases we rely on your consent, for example for sending direct marketing communications where consent is required by law, or where you choose to provide optional information. You can withdraw your consent at any time, and we will stop processing for the relevant purpose.

How we use personal data

We use the personal data we collect for the following purposes:

To provide and manage cleaning services, including accepting and confirming bookings, planning and carrying out visits, and managing customer accounts.

To communicate with you, including responding to your enquiries, sending booking confirmations, reminders and updates, and informing you about changes to our services or policies.

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

To manage and improve our services, including monitoring performance, handling feedback and complaints, training staff, and developing new or improved service offerings.

To send marketing communications about our services, offers, or updates, where we are permitted to do so by law or where you have given consent. You can opt out at any time.

To protect our business, our staff, and our customers, including preventing abuse of our services, detecting and preventing fraud, and ensuring health and safety.

To comply with applicable laws, regulations, and lawful requests, and to establish, exercise, or defend legal claims.

Data sharing and processors

We do not sell your personal data. We share personal data only where necessary, with appropriate safeguards, and in accordance with data protection laws.

We may share your data with service providers acting as data processors who perform services on our behalf. These may include booking and scheduling providers, payment processing providers, information technology and system support providers, accountants or professional advisers, and customer service and communication platforms.

These processors are engaged under written contracts that require them to process your personal data only on our instructions, to protect it appropriately, and to comply with applicable data protection laws.

We may also share personal data where required by law, for example with regulatory bodies, law enforcement authorities, or government agencies, or in connection with legal proceedings or to protect our rights, property, and safety or that of others.

If we are involved in a merger, acquisition, business restructuring, or transfer of services, your personal data may be transferred as part of that transaction, subject to continued protection in line with this Privacy Policy and applicable laws.

International transfers

Where any of our service providers or their systems are located outside the United Kingdom or the European Economic Area, we take appropriate steps to ensure that your personal data remains protected. This may include using standard contractual clauses approved by relevant authorities or relying on adequacy regulations that confirm an equivalent level of data protection in the destination country.

Data retention

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

Service and account records are typically retained for the duration of your relationship with us and for a period afterwards, as necessary to handle queries, disputes, or legal claims and to comply with legal retention rules.

Financial and transaction records are usually retained for a period required by tax and accounting laws.

Marketing data is generally retained until you withdraw your consent or object to receiving marketing, or until we determine that the data is no longer accurate or up to date for this purpose.

When personal data is no longer required, we will securely delete or anonymise it so that it can no longer be linked to you.

Security of 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 restricting access to personal data to staff and service providers who need it for legitimate business purposes, using secure methods for storing and transmitting data, and regularly reviewing our security procedures. While we take reasonable steps to protect your information, no system can be completely secure, and we cannot guarantee absolute security.

Your data protection rights

Under data protection law, you have rights in relation to your personal data. These rights apply to all Brentford Cleaners customers within our service area, subject to certain legal conditions and exemptions.

Right of access. You have the right to ask for confirmation that we are processing your personal data and to request a copy of the data we hold about you.

Right to rectification. You have the right to request that any inaccurate or incomplete personal data we hold about you is corrected or updated.

Right to erasure. In certain circumstances, you have the right to request that we delete your personal data, 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.

Right to restriction of processing. You can ask us to restrict the use of your personal data in certain situations, for example while we are verifying accuracy or considering an objection you have raised.

Right to object. You have the right to object to processing based on our legitimate interests and to object at any time to the use of your personal data for direct marketing.

Right to data portability. In some cases, you may have the right to receive personal data you have provided to us in a structured, commonly used, and machine-readable format and to request that we transmit it to another controller where technically feasible.

Right to withdraw consent. Where we rely on your consent to process your personal data, you can withdraw that consent at any time. This will not affect the lawfulness of processing based on consent before its withdrawal.

If you exercise any of these rights, we may need to verify your identity before responding. We aim to respond to all valid requests within the statutory timeframe.

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 practices. The updated version will apply from the date it is made available. We recommend that you review this Privacy Policy periodically to stay informed about how we handle your personal data.