Ilford Cleaners Privacy Policy
This Privacy Policy explains how Ilford Cleaners collects, uses, stores, and protects personal data relating to our customers. It also sets out your rights under the UK General Data Protection Regulation and related data protection laws. This Policy applies to all Ilford Cleaners customers in our service area, including individuals and business clients who use or enquire about our cleaning services.
By using our services or contacting us, you acknowledge that you have read and understood this Privacy Policy. We may update this Policy from time to time and will use the latest version when handling your personal data.
Data Controller
Ilford Cleaners is the data controller for the personal data described in this Privacy Policy. As data controller, we determine the purposes and means of processing your personal data in connection with our cleaning services, customer support, marketing, and business operations.
Personal Data We Collect
We collect and process different types of personal data depending on how you interact with us and which services you use. This may include the following categories of data:
Identification and contact data, such as your name, address, and other contact details you choose to provide when you make an enquiry or booking.
Service and booking data, such as details of your cleaning requirements, property access instructions you choose to share, booking history, payment-related records, and communications about the services you receive.
Payment-related data, such as records that a payment was made, the amount, method, and date of payment. We do not store full payment card details; where payment services are used, card data is processed securely by our payment processors.
Communications data, such as information contained in emails, messages, or notes from phone conversations and enquiries, including feedback and complaints.
Technical and usage data, such as basic information generated when you visit our website, including approximate location based on IP address, device type, and pages viewed, where this is necessary for site operation, security, or analytics.
Staff and contractor data, where relevant, such as limited personal information about cleaners or service personnel that may be shared with customers for service delivery and security purposes.
How We Collect Personal Data
We may collect your personal data in the following ways:
When you contact us directly by phone, through our website, or in person to request a quote, make a booking, or ask a question.
When you use our cleaning services and we record details related to the provision of those services.
When you provide feedback, submit a complaint, or respond to our communications.
Through our website, using basic technical and analytics tools that help us operate and improve our online services, subject to applicable law.
From third parties where necessary and lawful, such as payment processors or business partners involved in fulfilling or managing your booking.
Lawful Basis for Processing
We process your personal data only where we have a lawful basis under data protection law. Depending on the context, we rely on the following bases:
Contract: We process personal data where this is necessary to enter into and perform a contract with you, for example to provide cleaning services, manage bookings, take payment, and communicate with you about your appointments.
Legal obligation: We process personal data where this is necessary for us to comply with legal and regulatory requirements, such as tax, accounting, and record-keeping obligations.
Legitimate interests: We process personal data where it is necessary for our legitimate business interests or those of a third party, provided these interests are not overridden by your rights and freedoms. This includes activities such as managing our business, improving our services, preventing fraud, ensuring the security of our systems and staff, and handling queries and complaints.
Consent: In certain situations, we may rely on your consent, for example for specific direct marketing activities where consent is required by law or for optional cookies or similar technologies. Where we rely on consent, you can withdraw it at any time.
How We Use Personal Data
We use your personal data for the following purposes:
To respond to enquiries, provide quotes, and manage bookings for cleaning services.
To deliver our services at your premises, including managing access instructions, schedules, and special requirements.
To process payments, maintain financial records, and manage any refunds or disputes.
To communicate with you about your service, including confirmations, reminders, updates, and any changes to your bookings or our terms.
To improve our services, plan staffing and resources, and analyse how our services are used so we can make them more efficient.
To manage our relationship with you, including handling feedback, complaints, and customer service queries.
To send you information about services that may be relevant to you, where permitted by law and subject to your choices.
To meet legal, regulatory, and risk management obligations, including the prevention and detection of fraud or misuse.
Sharing Your Personal Data
We may share your personal data with third parties where this is necessary, lawful, and subject to appropriate safeguards. This may include:
Service providers and processors who support our operations, such as IT service providers, website hosting services, payment processors, and companies that provide scheduling or customer relationship management tools. These organisations act as data processors and process your data only on our instructions and for the purposes described in this Policy.
Cleaning staff, contractors, or partner companies involved in providing services at your property, who may need limited customer information such as your name, address, and service details.
Professional advisers such as accountants, auditors, or legal advisers where necessary for our business and compliance obligations.
Public authorities, regulators, law enforcement, or courts where we are legally required to do so or where it is necessary to protect our rights, customers, staff, or property.
We do not sell your personal data. We will only transfer personal data outside the United Kingdom or European Economic Area where appropriate safeguards are in place in line with data protection laws.
Data Retention
We keep your personal data only for as long as is necessary for the purposes for which it was collected, or to meet legal, regulatory, or reporting requirements.
In general, we retain customer and booking records for a period aligned with our contractual relationship and for a reasonable time afterwards to handle queries, disputes, and legal obligations. Financial records are retained for the period required by tax and accounting laws. Communications and enquiries may be stored for a period necessary to respond and to keep an audit trail of our interactions.
When personal data is no longer required, we will delete it, anonymise it, or securely store it in a way that restricts further use, in line with our data retention procedures.
Security of Your Personal Data
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction. These measures include access controls, secure storage of records, staff training, and the use of reputable service providers. While no system can be completely secure, we work to minimise risks and review our security arrangements regularly.
Your Data Protection Rights
As a customer of Ilford Cleaners, you have rights over your personal data under data protection law. These rights include:
Right of access: You can request confirmation that we process your personal data and obtain a copy of the data we hold about you, along with certain information about how we use it.
Right to rectification: You can ask us to correct or complete personal data that is inaccurate or incomplete.
Right to erasure: In certain circumstances, you can ask us to 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 legal basis for processing.
Right to restriction of processing: You can request that we restrict the processing of your personal data in specific situations, such as while we are verifying the accuracy of data or considering an objection you have raised.
Right to object: You can object to our processing of your personal data where we rely on legitimate interests, including profiling based on those interests. You also have an absolute right to object to direct marketing.
Right to data portability: Where processing is based on consent or contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used, and machine-readable format, or transmit it to another controller where technically feasible.
Right to withdraw consent: Where we rely on your consent, you can withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.
You also have the right to raise concerns with the relevant data protection authority if you believe your rights have been infringed. We encourage you to contact us first so that we can try to resolve your concerns.
Contact and Updates
If you have any questions about this Privacy Policy or how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the contact methods published on our website or in our customer communications.
We may revise this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. Any updates will apply from the date they are published. We encourage you to review this Policy periodically to stay informed about how we protect your personal data.
