Highbury Cleaner Privacy Policy

This Privacy Policy explains how Highbury Cleaner collects, uses, and protects personal data relating to our customers within our service area. It is designed to comply with the General Data Protection Regulation and applies to all individuals who use or enquire about Highbury Cleaner services, whether on a one-off or ongoing basis.

By using Highbury Cleaner services, you acknowledge that you have read and understood this Privacy Policy. We may update this policy from time to time and will always process personal data in line with the version in force at the time of processing.

Data Controller

Highbury Cleaner is the data controller in respect of the personal data we collect and process about our customers and prospective customers. This means we determine the purposes and means of processing your personal data and are responsible for ensuring that it is handled in a lawful, fair, and transparent manner.

Scope of this Privacy Policy

This Privacy Policy applies to all Highbury Cleaner customers, prospective customers, and individuals making enquiries within our service area. It covers personal data collected when you contact us, request a quote, make a booking, receive cleaning services, visit our website, or otherwise interact with Highbury Cleaner in the course of our business.

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, property access details where relevant for providing services, and other contact details you choose to provide.

Booking and service information, such as details of the services requested, property type, cleaning preferences, access instructions, dates and times of bookings, and any notes needed to perform the agreed work safely and effectively.

Payment and billing information, such as billing address and records of payments made to us and from us. We do not store full card details when payments are processed through secure third-party providers.

Communication records, such as enquiries, complaints, feedback, and any correspondence you have with us by phone, online, or in writing.

Technical usage data, which may include basic information about how you interact with our website, such as device information and general usage statistics where this is collected. This is typically processed in an aggregated or pseudonymised form.

Information you choose to provide voluntarily, for example when you give us additional instructions, preferences about cleaning products, or information regarding specific needs or vulnerabilities that may be relevant to how we provide our services.

Lawful Bases for Processing

We will only process your personal data where we have a lawful basis to do so under the GDPR. Depending on the context, we rely on the following legal grounds:

Performance of a contract: We process personal data to enter into and fulfil our contract with you, for example to arrange and carry out cleaning services, manage your bookings, and handle payments.

Compliance with legal obligations: We process certain data to comply with our legal and regulatory obligations, such as tax and accounting requirements, record-keeping duties, and responding to lawful requests from public authorities.

Legitimate interests: We may process personal 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 and improving our services, managing our relationship with you, handling enquiries and complaints, ensuring security and safety, and protecting our business from fraud or misuse.

Consent: In limited cases, we may rely on your explicit consent, for example where we send certain types of direct marketing communications or where we process optional information you choose to share that is not necessary for our contract. Where we rely on consent, you can withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide and manage cleaning services, including processing bookings, planning visits, accessing your property as agreed, and delivering the requested work.

To communicate with you, including confirming bookings, notifying you of changes, responding to enquiries, and dealing with any issues that arise before, during, or after a service visit.

To handle payments and billing, including issuing invoices, receiving payments, processing refunds where necessary, and keeping financial records.

To manage our relationship with you, including recording your preferences and feedback, managing any ongoing service schedules, and maintaining accurate customer records.

To manage our business operations, including quality control, staff planning and training, service improvement, and internal reporting.

To ensure health, safety, and security for you, our staff, and your property, including recording any relevant safety instructions or access arrangements you provide.

To comply with legal obligations, respond to disputes or claims, and exercise or defend our legal rights.

Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, or as required by law. The length of time we retain specific categories of data will depend on factors such as the nature of the data, the purpose of processing, and legal and regulatory requirements.

Customer and booking records are generally retained for a period necessary to provide services and manage our relationship with you, and for a reasonable period afterwards to handle any queries, complaints, or potential legal claims.

Financial and transaction records are kept for a period consistent with applicable tax and accounting laws.

Where we no longer need personal data for the purposes described, we will securely delete or anonymise it, so that it can no longer be linked back to an identifiable individual.

Data Processors and Sharing of Personal Data

We may share your personal data with trusted third parties who act as data processors on our behalf. These service providers only process your data in accordance with our instructions and for the purposes described in this Privacy Policy. They are contractually required to keep your data secure and confidential.

Examples of such processors may include providers of booking or scheduling systems, payment processing services, secure data storage and backup services, and professional advisers assisting with accounting, legal, or business support functions.

We may also share your personal data where required by law or where we have a good faith belief that such disclosure is reasonably necessary to comply with legal obligations, respond to lawful requests, or protect our rights, safety, or property, or that of our customers, staff, or others.

We do not sell your personal data to third parties.

International Data Transfers

Where any of our processors or service providers are located outside the United Kingdom or the European Economic Area, and your personal data is transferred internationally, we will ensure that appropriate safeguards are in place. These may include adequacy decisions or standard contractual clauses to ensure that your personal data remains protected to a standard equivalent to that provided by the GDPR.

Your Data Protection Rights

Under the GDPR, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These include:

Right of access: You have the right to request confirmation as to whether we process your personal data and, if so, to request a copy of the data and information about how we use it.

Right to rectification: You have the right to request that 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 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 have the right to request that we restrict the processing of your personal data in certain situations, such as while we verify the accuracy of the data or consider an objection you have raised.

Right to data portability: In some cases, you may have the right to receive the 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 object: You have the right to object, on grounds relating to your particular situation, to certain types of processing based on our legitimate interests. You also have an unconditional right to object to direct marketing at any time.

Rights related to consent: Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing carried out prior to its withdrawal.

Exercising Your Rights and Contact

If you wish to exercise any of your data protection rights in relation to Highbury Cleaner, or if you have any questions or concerns about how we handle your personal data, you can contact us using the usual communication channels you use to manage your services with us.

When you contact us in relation to your rights, we may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data or exercise other rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it.

We aim to respond to all legitimate requests within one month. Occasionally it may take longer if your request is particularly complex or you have made multiple requests. In this case, we will keep you informed of our progress.

Complaints

If you are unhappy with how we have used your personal data, we encourage you to contact us in the first instance so that we can try to resolve your concern. You also have the right to lodge a complaint with your local data protection supervisory authority. Information on how to do this can usually be found on the website of the relevant authority.

This Privacy Policy applies to all customers and prospective customers of Highbury Cleaner within our service area and is intended to provide clear and transparent information about our data protection practices.