Privacy Policy - Marylebone Cleaner

This Privacy Policy explains how Marylebone Cleaner collects, uses, stores, shares, and protects personal data. It applies to all Marylebone Cleaner customers in the area, including individuals who request domestic or commercial cleaning services, receive quotes, make bookings, communicate with us, or otherwise interact with our services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Marylebone Cleaner provides cleaning services to customers in Marylebone and surrounding local areas. In this policy, references to “we”, “us”, and “our” mean Marylebone Cleaner as the data controller for the personal information we decide to collect and use in connection with our services.

We only process personal data where we have a valid legal basis and only for purposes that are clear, specific, and necessary for operating our services, managing bookings, supporting customers, meeting legal obligations, and improving service quality.

2. Personal Data We Collect

We may collect and process the following categories of personal data:

• Identity data such as your name, title, and any business name provided.
• Contact data such as address, email address, and telephone number.
• Service and booking data such as appointment details, cleaning preferences, instructions, property access notes, and service history.
• Payment data such as payment status, billing records, and limited transaction details. Where card payments are processed, these may be handled by secure third-party payment processors.
• Communication data such as messages, enquiries, feedback, complaint details, and records of customer support interactions.
• Technical and usage data such as device information, IP address, browser type, and basic analytics data if you interact with our digital services.
• Special instructions that may be relevant to service delivery, such as access arrangements or household preferences. We avoid collecting unnecessary sensitive information.

We do not intentionally collect more information than is required to deliver a safe, efficient, and reliable cleaning service. Where sensitive personal data is not necessary, we ask that you do not provide it.

3. How We Use Personal Data

We use personal data for the following purposes:

• to provide quotes and manage bookings;
• to deliver cleaning services and follow customer instructions;
• to manage payments, invoices, and account records;
• to respond to enquiries, feedback, or complaints;
• to improve our services, scheduling, and customer experience;
• to maintain records for business, tax, and legal compliance;
• to detect and prevent fraud, misuse, or security incidents;
• to communicate service updates, confirmations, and changes;
• to meet obligations under law or lawful requests from public authorities.

We ensure that our use of personal data remains proportionate and relevant to the reason the information was collected.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each activity involving personal data. Depending on the circumstances, Marylebone Cleaner relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes arranging services, completing bookings, delivering cleaning appointments, and handling payment administration.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing customer relationships, improving our services, preventing abuse, securing systems, and keeping appropriate business records.

Legal Obligation

We may process personal data where we are required to do so by law, including tax, accounting, insurance, or regulatory obligations.

Consent

In limited situations, we may rely on your consent, for example for certain optional communications or specific uses that are not covered by another lawful basis. Where we rely on consent, you may withdraw it at any time.

Important: We do not rely on consent where another lawful basis is more appropriate. If consent is requested, it will be clear, specific, and easy to withdraw.

5. Sharing Your Data and Processors

We may share personal data with carefully selected third parties that help us operate our business. These parties act as processors when they process data on our instructions, or as independent controllers where they determine their own purposes for processing.

Examples of processors may include:

• booking and scheduling software providers;
• payment service providers;
• email and communication service providers;
• IT hosting, cloud storage, and security providers;
• accounting, invoicing, and administrative software providers;
• customer feedback and service management tools.

Where required, we put appropriate contractual arrangements in place to ensure processors only use personal data on our instructions and protect it with suitable technical and organisational security measures. We do not sell personal data.

We may also disclose information where necessary to comply with the law, enforce our legal rights, protect our customers or staff, or deal with a serious safety or security issue.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, reporting, and record-keeping requirements. Retention periods vary depending on the type of data and the reason it is held.

• Booking and service records are generally kept for the duration of the customer relationship and for a reasonable period afterwards.
• Payment and invoicing records are typically retained for the period required by tax and accounting law.
• Correspondence and complaint records may be kept for as long as necessary to resolve issues and demonstrate proper handling.
• Technical data is retained for short periods unless needed for security, legal, or operational reasons.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. Retention is reviewed periodically to ensure data is not kept for longer than necessary.

7. International Transfers

If any processor or service provider stores or accesses personal data outside the United Kingdom, we take steps to ensure adequate safeguards are in place. These may include contractual protections and transfer mechanisms recognised under applicable data protection law. We aim to ensure your data receives a level of protection that is essentially equivalent to that required in the UK.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, disclosure, alteration, or destruction. These measures may include access controls, secure systems, confidentiality expectations, and limiting access to personal data to those who need it for legitimate business purposes.

Although no system can be guaranteed completely secure, we take data protection seriously and regularly review our safeguards to reduce risk.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply depending on the circumstances and legal conditions.

• Right of access – you can request a copy of the personal data we hold about you.
• Right to rectification – you can ask us to correct inaccurate or incomplete data.
• Right to erasure – in some cases, you can ask us to delete your personal data.
• Right to restrict processing – you can ask us to limit how we use your data in certain situations.
• Right to object – you can object to processing based on legitimate interests or direct marketing.
• Right to data portability – you may request your data in a structured, commonly used format where applicable.
• Right to withdraw consent – where processing relies on consent, you can withdraw it at any time.

If you exercise any of these rights, we may need to verify your identity before responding. We will respond within the time limits set by law unless a lawful exception applies.

10. Children’s Data

Our services are intended for adults who arrange cleaning services. We do not knowingly collect personal data from children in the course of our ordinary business activities. If we become aware that we have collected such data without lawful basis, we will take appropriate steps to delete it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or the way we process personal data. Any updated version will replace the previous version. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of Our Commitments

• We collect only the personal data needed to provide and manage our cleaning services.
• We process data on lawful grounds such as contract, legitimate interests, legal obligation, and consent where appropriate.
• We retain data only as long as necessary and delete it securely when no longer required.
• We use trusted processors and require them to protect personal data appropriately.
• We respect your privacy rights and will help you exercise them in line with the law.

This Privacy Policy is designed to be transparent and easy to understand. By using Marylebone Cleaner’s services in the area, you acknowledge that your personal data may be processed as described in this policy.