Privacy Policy - West Brompton Carpet Cleaners

This Privacy Policy explains how West Brompton Carpet Cleaners collects, uses, stores, shares, and protects personal data. It applies to all West Brompton Carpet Cleaners customers in the area, including prospective customers, active customers, former customers, and anyone who contacts us for services or quotations. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and applicable privacy laws.

We want to be clear about what data we collect, why we use it, how long we keep it, who we share it with, and what rights individuals have over their information. We also aim to process personal data fairly, lawfully, and transparently.

1. Personal Data We Collect

We may collect and process different types of personal data depending on how you interact with us and the services we provide. The categories of information may include:

Identity data such as your name, title, and any company name if you are a business customer.
Contact data such as your address, email address, telephone number, and preferred communication details.
Service data such as details about your property, carpet or upholstery cleaning requirements, service history, and appointment notes.
Transaction data such as payment status, invoices, billing records, and service-related charges.
Communication data such as emails, messages, call notes, and any feedback, complaints, or enquiries you submit.
Technical and usage data if you engage with our digital systems, including device information, basic log data, and interaction records used for security and service improvement.

We generally do not seek to collect special category data unless you voluntarily provide it and it is relevant to your request, for example where health-related access needs affect service delivery. If such data is provided, we will treat it with heightened care and only process it where a lawful basis applies.

2. How We Collect Data

We collect personal data directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, or message;
complete forms or provide information during service arrangements;
make a payment or receive an invoice;
provide feedback, raise a complaint, or ask a question.

We may also receive data from third parties where needed for service delivery, such as payment providers, booking platforms, or referral partners. In some cases, property access instructions may be provided by a landlord, letting agent, or another authorised person connected to the service.

3. Lawful Basis for Processing

We only process personal data when we have a lawful basis under UK GDPR. Depending on the activity, we may rely on one or more of the following lawful bases:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging appointments, delivering cleaning services, and managing related payments or service records.

Legal obligation

We may process and retain certain information to comply with legal obligations, including accounting, tax, insurance, health and safety, and record-keeping requirements.

Legitimate interests

We may process personal data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. This may include improving our services, maintaining business records, preventing fraud, handling complaints, and ensuring operational security.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily choose to receive certain types of marketing or where special category information is involved and consent is the appropriate basis. Where consent is used, you may withdraw it at any time.

4. How We Use Your Data

We may use your personal data for the following purposes:

to provide quotes and respond to enquiries;
to schedule, manage, and complete cleaning appointments;
to process payments and issue receipts or invoices;
to communicate with you about your booking or service;
to maintain service records and customer history;
to improve service quality and customer experience;
to handle complaints, disputes, or claims;
to comply with legal and regulatory obligations;
to protect against misuse, fraud, and security risks.

We will only use your information for the purpose it was collected or for a closely related compatible purpose. We do not sell personal data.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, and reporting obligations. Retention periods depend on the type of data and the reason it is held.

Customer and service records are generally kept for a period necessary to manage repeat bookings, resolve issues, and maintain business continuity.
Financial and tax records are retained for the period required by law.
Complaints, disputes, and claims data may be retained longer where needed to establish, exercise, or defend legal rights.
Marketing preferences are kept until you opt out or withdraw consent where applicable.

When data is no longer needed, we will delete it securely or anonymise it so it can no longer identify you. We regularly review retention needs to ensure information is not kept longer than necessary.

6. Processors and Data Sharing

We may share personal data with trusted third-party service providers who act as data processors on our behalf. These processors only handle information under our instructions and are required to protect it appropriately. Examples may include:

payment processing providers;
booking or scheduling systems;
IT and cloud storage providers;
email or communications service providers;
professional advisers such as accountants, insurers, or legal advisers;
regulatory bodies, law enforcement, or courts where required by law.

We require processors to use appropriate technical and organisational measures to safeguard personal data. Where a processor or recipient is located outside the UK, we will ensure appropriate safeguards are in place, such as approved contractual protections, before transferring data.

We may also share information with third parties where necessary to perform our services, to comply with legal duties, or to protect the rights, property, or safety of West Brompton Carpet Cleaners, our customers, or others.

7. Data Security

We take the security of personal data seriously. We use reasonable and appropriate measures to protect information against unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff awareness of data protection obligations.

While we work to protect your information, no system can be guaranteed to be completely secure. If a personal data breach occurs that poses a risk to your rights and freedoms, we will follow applicable legal obligations, including notifying the relevant authority and affected individuals where required.

8. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights may be subject to legal conditions and exemptions, but we will always consider your request carefully and respond within the required timeframe.

Right of access

You can ask for confirmation of whether we process your data and request a copy of the information we hold about you.

Right to rectification

You may ask us to correct inaccurate or incomplete personal data.

Right to erasure

In certain circumstances, you may ask us to delete your personal data, for example where it is no longer necessary for the purpose collected.

Right to restrict processing

You can ask us to limit how we use your data in certain situations, such as while accuracy or objection issues are being reviewed.

Right to data portability

Where applicable, you may request a copy of certain information in a structured, commonly used, machine-readable format.

Right to object

You may object to processing based on legitimate interests. You also have the right to object at any time to direct marketing, if any is carried out.

Right to withdraw consent

If we rely on consent, you can withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Rights related to automated decision-making

We do not use solely automated decision-making that has legal or similarly significant effects on individuals.

9. How to Exercise Your Rights

If you wish to exercise any of your rights, please provide enough information for us to identify you and understand your request. We may need to verify your identity before acting on the request. We will respond as required by law and aim to do so without undue delay.

If you are not satisfied with our response, you also have the right to raise a complaint with the UK Information Commissioner’s Office or your local data protection authority.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or service arrangements. Any revised version will apply from the date it is made available. We encourage customers to review it periodically so they remain informed about how their personal data is handled.

11. Summary of Our Approach

West Brompton Carpet Cleaners only collects personal data that is necessary for delivering services, managing bookings, processing payments, meeting legal obligations, and improving customer care. We process information under appropriate lawful bases, keep it only as long as required, share it only with trusted processors or where legally required, and respect the rights of every customer in the area.

By using our services, you acknowledge that this Privacy Policy applies to you and that your data will be handled in line with the principles set out above.