Privacy Policy

Hackney Cleaner Data Protection and Privacy Policy

This Privacy Policy explains how Hackney Cleaner collects, uses, stores and protects the personal data of all Hackney Cleaner customers in our service area. We are committed to complying with the UK General Data Protection Regulation and all applicable data protection laws. This policy describes the types of information we collect, the lawful bases we rely on, how long we keep your data, when we use processors, and the rights you have in relation to your personal data.

Scope of this Privacy Policy

This Privacy Policy applies to all Hackney Cleaner customers and prospective customers within our operating area who contact us, request a quote, make a booking, receive cleaning services, visit our website or otherwise interact with us. By engaging with Hackney Cleaner, you acknowledge that you have read and understood this Privacy Policy.

Data Controller

Hackney Cleaner acts as the data controller for the personal data we collect and process about you. As data controller, we decide how and why your personal data is processed and are responsible for ensuring that such processing complies with applicable data protection laws.

Types of 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, postal address, service address, billing address and contact preferences.

Communication details such as your preferred method of communication and records of communications between you and Hackney Cleaner, including enquiries, feedback and complaints.

Service information such as details of the services you request or receive, property access instructions where provided by you, special cleaning requirements, and notes that help us deliver the service safely and effectively.

Transaction and billing information such as details of payments you make, invoices, payment status and related financial records. We do not store full payment card details when payments are processed by a secure payment provider.

Technical and usage data when you visit our website, which may include your IP address, browser type and version, device information, and pages you visit. This helps us maintain and improve our online services.

Marketing preferences such as your choices about receiving marketing communications about our services and offers.

How We Collect Your Data

We collect personal data from you directly when you contact us by phone, online form, or other communication channels, when you request a quote, make a booking, or receive services from us, and when you provide feedback or make a complaint.

We may also collect certain technical data automatically when you interact with our website. This is done using standard technologies that help us understand how our website is used and how it can be improved.

Purposes and Lawful Bases for Processing

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

Contract. We process your data to enter into and perform a contract with you, for example to provide cleaning services, manage bookings, send confirmations, adjust appointments, and handle payments and invoices.

Legal obligation. We process certain data to comply with legal obligations, such as keeping appropriate accounting and tax records, responding to lawful requests from authorities and maintaining records of your consent preferences.

Legitimate interests. We process 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 customer relationships, improving our services, ensuring the security of our systems and premises, and sending limited service related communications.

Consent. In some cases, we rely on your consent, for example for certain types of marketing communications or where we wish to use optional cookies or similar technologies on our website. Where we rely on consent, you may withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide cleaning services, including arranging appointments, accessing your property as agreed, tailoring services to your requirements and ensuring that services are delivered safely and efficiently.

To manage our relationship with you, including handling enquiries, sending booking confirmations and reminders, managing cancellations or rescheduling, and responding to your feedback or complaints.

To process payments and maintain accurate financial records, including issuing invoices, recording payments and managing any issues relating to billing.

To operate and improve our business, including monitoring service quality, training staff, performing internal reporting and analysis, and maintaining our website and internal systems.

To send you service related communications and, where permitted, information about our services, offers or updates that may be of interest to you. You can choose to opt out of marketing communications at any time.

Data Retention

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting or reporting requirements. The exact retention period for different categories of data may vary depending on the nature of the data and our legal obligations.

In general, we retain customer service and billing records for a period required by applicable tax and accounting laws. Contact details and service history may be kept for a reasonable period after the end of our relationship to handle any queries or disputes, and to enable us to recognise returning customers.

Where we rely on your consent for marketing communications, we will continue to process your data for that purpose until you withdraw your consent or we determine that it is no longer necessary. When personal data is no longer needed, we will securely delete or anonymise it.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as data processors on our behalf. These processors are engaged to support our operations and are only allowed to process your personal data in accordance with our instructions and data protection laws.

Examples of processors we may use include providers of payment processing services, customer relationship management or booking systems, secure cloud storage and backup services, and providers of email or communication tools. We require all processors to implement appropriate technical and organisational measures to protect your data.

We may also share your data with professional advisers such as accountants or legal advisers where necessary, and with authorities, regulators or insurers where we are legally obliged to do so or where it is necessary to protect our rights or the rights of others.

International Transfers

Where any of our processors or service providers are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data in accordance with data protection laws. This may include the use of recognised standard contractual clauses or other approved mechanisms to ensure that your data remains protected.

Data Security

We take the security of your personal data seriously. We implement appropriate technical and organisational measures to protect personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include restricting access to personal data to those who need it for business purposes, using secure systems and, where appropriate, using encryption or pseudonymisation.

While we take reasonable steps to protect your personal data, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we are committed to promptly investigating and responding to any suspected data incidents and, where required, notifying you and relevant authorities.

Your Data Protection Rights

As a customer within our service area, you have a number of rights in relation to your personal data under data protection law. These rights include:

Right of access. You have the right to request confirmation of whether we process your personal data and to request a copy of the personal data we hold about you.

Right to rectification. You have the right to ask us to correct any inaccurate or incomplete personal data we hold 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 necessary 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. You have the right to request the restriction of processing of your personal data in certain situations, such as while we are verifying the accuracy of the data or considering an objection you have raised.

Right to object. You have the right to object to our processing of your personal data where we rely on legitimate interests, including profiling on that basis. You also have the absolute right to object at any time to processing of your personal data for direct marketing.

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

Right to withdraw consent. Where we rely on your consent to process your data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before you withdrew consent.

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

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal obligations. When we make changes, we will revise the date of the updated version and, where appropriate, inform you of significant changes. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.