Kensington Cleaner Privacy Policy

This Privacy Policy explains how Kensington Cleaner collects, uses, stores, and protects personal data about customers in our service area, and sets out your rights under the General Data Protection Regulation and applicable data protection laws. It applies to all Kensington Cleaner customers and prospective customers in our operating area, whether you contact us online, by post, or in person.

Who this policy applies to

This Privacy Policy applies to all individual customers, prospective customers, and individuals acting on behalf of business customers who engage Kensington Cleaner for cleaning or related services within our service area. By using our services or providing your personal data, you acknowledge that you have read and understood this Privacy Policy.

Personal data we collect

We collect and process only the personal data that is necessary for the provision of our services and the operation of our business. The personal data we may collect includes:

Identification and contact details, such as your name, postal address, service address, billing address, and other contact details you provide to arrange or manage services.

Account and communication data, such as booking history, service preferences, communications you send to us, feedback, and any information you provide when you contact us with queries or complaints.

Service and access details, such as information about property access instructions that you voluntarily share in order for us to provide cleaning services, and any notes on specific service requirements.

Payment and transaction data, such as records of payments made, payment method used, amounts, dates, and related invoicing information. We do not directly store full payment card details when payment is processed via a secure third party.

Technical data, where applicable, such as basic usage information from our website or online booking tools, including device information, approximate location based on IP address, and pages visited. This is collected to help us manage our website and improve our services.

How we collect personal data

We collect personal data directly from you when you contact us to make an enquiry, request a quote, place a booking, or manage an existing service. This may be done via our website forms, written correspondence, or in-person discussions. We may also receive personal data indirectly through referrals where someone books a service on your behalf, where this is necessary for us to provide services to you.

Lawful bases for processing

We process your personal data only where we have a lawful basis under the GDPR. Depending on the context, we rely on the following lawful bases:

Contract: We process personal data that is necessary to enter into and perform a contract with you or the organisation you represent. This includes processing needed to provide cleaning services, manage bookings, send service communications, and handle billing and payments.

Legal obligation: We may process and retain personal data where required to comply with legal and regulatory obligations, such as tax, accounting, and record-keeping requirements.

Legitimate interests: We may process personal data where this is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This includes managing and improving our services, responding to enquiries and complaints, maintaining business records, preventing fraud and misuse, and ensuring the security of our staff and operations.

Consent: In limited cases, we may rely on your consent, for example for certain types of marketing communication. Where we process data based on consent, you can withdraw your consent at any time by contacting us using the details provided in our general business materials.

How we use personal data

We use the personal data we collect for the following purposes:

To provide cleaning and related services, including creating and managing bookings, attending your property, and fulfilling your service requirements.

To communicate with you about your bookings, rescheduling, cancellations, service updates, and responses to your enquiries.

To manage payments, issue invoices, process refunds where applicable, and maintain accurate financial records.

To manage our relationship with you, including dealing with feedback, complaints, and service improvement.

To operate, manage, and improve our business, including staff scheduling, quality control, and internal reporting.

To comply with legal and regulatory obligations, and to respond to lawful requests from public authorities where required by law.

Data sharing and processors

We do not sell your personal data. We only share personal data where necessary and in accordance with the GDPR. The categories of recipients with whom we may share personal data include:

Service staff and contractors who require access to your contact and service details in order to carry out cleaning services at your property.

Payment service providers and banks that process payments and refunds on our behalf in a secure manner.

Professional advisers, such as accountants or legal advisers, where necessary for compliance, accounting, or legal claims.

IT and administrative service providers that host or support our systems and act as data processors under our instructions.

Public authorities or law enforcement agencies, where required to comply with a legal obligation or to protect our rights or the rights of others.

Where we use third-party processors, we ensure that appropriate data processing agreements are in place and that they are required to handle personal data securely and only in accordance with our instructions.

International transfers

Where any of our service providers or IT systems involve the transfer of personal data outside the United Kingdom or European Economic Area, we will ensure that such transfers take place in compliance with applicable data protection law. This may include the use of adequacy decisions or standard contractual clauses or other legally recognised safeguards to ensure that your personal data remains protected.

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. Retention periods will vary depending on the type of data and the relevant purpose, but we generally apply the following principles:

Customer and booking records are retained for as long as you remain an active customer and for a reasonable period afterwards to handle queries, maintain business records, and meet tax and accounting obligations.

Financial and invoicing information is typically retained for a period mandated by tax and accounting laws.

Correspondence and service notes may be stored for a period necessary to manage our relationship with you, to respond to complaints or disputes, and to demonstrate compliance with our obligations.

When personal data is no longer required and there is no legal obligation to retain it, we will securely delete or anonymise it.

Security of your personal data

We take reasonable and appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or damage. These measures include limiting access to personal data to staff and contractors who need it to perform their duties, using secure systems and, where appropriate, encryption or pseudonymisation techniques, and regularly reviewing our procedures and safeguards.

Your data protection rights

As a data subject under the GDPR, you have certain rights in relation to your personal data. Subject to applicable law and certain limitations, these rights include:

Right of access: You have the right to request confirmation of whether we process your personal data and to obtain a copy of that data, along with information about how it is used.

Right to rectification: You have the right to request that we correct or complete any 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 necessary for the purposes for which it was collected or where you have withdrawn consent and there is no other lawful basis for processing.

Right to restrict processing: You may ask us to restrict the processing of your personal data in certain situations, such as where you contest the accuracy of the data or object to our processing.

Right to data portability: Where processing is based on consent or contract and carried out by automated means, 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 transmit it to another controller where technically feasible.

Right to object: You have the right to object to processing based on our legitimate interests, including profiling based on those interests. We will stop processing your personal data unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms or the processing is for the establishment, exercise, or defence of legal claims.

Right to withdraw 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 does not affect the lawfulness of processing carried out before consent was withdrawn.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe 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, services, or legal obligations. Any updates will apply from the date of publication. We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle your personal data.