Kew Carpet Cleaners Privacy Policy for Customers
This Privacy Policy explains how Kew Carpet Cleaners collects, uses, stores and protects personal data relating to customers in our service area. It is intended to meet the requirements of the UK General Data Protection Regulation and related data protection laws. By using our carpet cleaning and related services, you acknowledge that you have read and understood this Privacy Policy.
Scope of this Privacy Policy
This Privacy Policy applies to all customers and prospective customers of Kew Carpet Cleaners in our service area, including individuals making enquiries, booking appointments, receiving on-site services, or communicating with us in any way about our services. It applies whether you contact us online, by post, or in person.
Who we are and our role
Kew Carpet Cleaners acts as the data controller in respect of personal data collected about our customers. This means we decide why and how your personal data is processed. Where we use third parties to process data on our behalf, they act as data processors and only process data according to our instructions and the law.
Personal data we collect
We only collect personal data that is relevant and necessary to provide our services and manage our business. The types of personal data we may collect include the following:
Identification and contact details such as name, postal address, property access details where necessary for the service, and communication preferences.
Booking and service information such as details of the property areas to be cleaned, type of flooring and furnishings, dates and times of appointments, and records of services provided or quotations given.
Communication records such as notes of enquiries, feedback and complaints, and records of correspondence between you and Kew Carpet Cleaners.
Billing and payment information such as records of payments received, dates and amounts, and any related transaction references held only as needed for invoicing and accounting purposes.
Technical and usage information where applicable, such as basic information about how you interact with our online content, limited to what is necessary for the proper functioning and security of our website or booking tools.
How we collect your personal data
We collect personal data directly from you when you contact us to request a quote, make a booking, or communicate with us about our services. This may be done online, in writing, or in person at your premises when we attend to carry out a service. We may also receive personal data indirectly from third parties who are authorised to act on your behalf, for example a family member or property manager arranging a service for you.
Lawful basis for processing
We process your personal data only where we have a valid legal basis under data protection law. The main lawful bases we rely upon are:
Contract: We process your personal data where it is necessary to enter into or perform a contract with you, such as arranging bookings, delivering services, issuing invoices and managing any related queries.
Legal obligation: We keep certain records and process data where we are required to do so by law, for example in relation to tax, accounting and regulatory obligations.
Legitimate interests: We may process your data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include managing our relationship with you, improving our services, keeping appropriate business records, and handling enquiries or complaints.
Consent: In limited cases, we may rely on your consent, for example where required for certain types of direct marketing or optional communications. Where we rely on consent, you have the right to withdraw it at any time.
How we use your personal data
We use your personal data for the following purposes:
To provide and manage our carpet cleaning and related services, including arranging appointments, attending at your premises, and following up on the service.
To respond to enquiries, provide quotations, and communicate with you about your bookings, changes, cancellations or re-scheduling.
To manage billing and payments, issue invoices or receipts, and maintain appropriate financial and accounting records.
To manage our customer relationship, including recording service history and preferences where relevant and providing aftercare or follow-up information related to a service you received.
To improve our services and business processes, for example by reviewing feedback and complaints in order to enhance the customer experience.
To comply with our legal and regulatory obligations and to establish, exercise or defend legal claims where necessary.
Data sharing and use of processors
We do not sell your personal data. We may share your data with trusted third parties where necessary for the purposes described in this Privacy Policy. These third parties may include:
Service providers acting as data processors, such as providers of booking or scheduling software, secure data storage, document management, and accounting or payment processing systems. These providers are only permitted to process your data according to our instructions and are required to keep it secure.
Professional advisers, such as accountants or legal advisers, where this is necessary to manage our business, comply with legal obligations, or protect our rights.
Public authorities, regulators or law enforcement where we are legally required or permitted to do so.
Where any third party performs processing activities on our behalf, we put in place appropriate contracts and safeguards to ensure that your personal data is protected in line with applicable data protection laws.
International transfers
We aim to store and process your personal data within the United Kingdom or other countries that provide an adequate level of data protection. Where we use service providers that transfer data outside these locations, we take steps to ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent legal mechanisms, so that your data remains protected.
Data retention and storage
We keep your personal data only for as long as is necessary to fulfil the purposes for which it was collected and to meet any legal, accounting or reporting requirements. In general:
Basic customer and service records may be retained for a period that allows us to respond to queries about past services, deal with any potential disputes, and comply with tax and accounting rules.
Financial and invoicing records are kept for the duration required by law, which may be several years after the end of the relevant financial year.
Information used for marketing will be kept until you withdraw your consent or opt out of receiving such communications, or until we determine it is no longer necessary.
When data is no longer required, we take reasonable steps to delete it securely or anonymise it so that it can no longer identify you.
How we protect your personal data
We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include limiting access to personal data to staff and service providers who need it for legitimate business purposes, using secure storage solutions, and ensuring that our data processors are contractually required to protect your information.
Your data protection rights
Under data protection law, you have a number of rights in relation to your personal data. These rights are subject to certain conditions and legal exceptions but generally include:
Right of access: You have the right to request confirmation of whether we process your personal data and to request a copy of that data.
Right to rectification: You have the right to ask us to correct inaccurate or incomplete personal data we hold about you.
Right to erasure: In certain circumstances, you may request that we 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 certain situations, such as while we are verifying its accuracy 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 are relying on legitimate interests as our lawful basis. You also have the right to object at any time to the use of your data for direct marketing.
Right to data portability: In some cases, you may request that we provide your personal data to you, or to another organisation, in a structured, commonly used and machine-readable format.
If you wish to exercise any of these rights, we may need to verify your identity before acting on your request. We aim to respond to all valid requests within the timescales set by law.
Complaints and queries
If you have any questions about this Privacy Policy or how we handle your personal data, you can contact Kew Carpet Cleaners using the usual communication channels you use for our services. You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your data protection rights have been infringed.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or service offerings. Any changes will take effect from the date we publish the updated policy. We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle your personal data.
