Privacy Policy - Thamesmead Carpet Cleaners

This Privacy Policy explains how Thamesmead Carpet Cleaners collects, uses, shares, stores, and protects personal data. It applies to all Thamesmead Carpet Cleaners customers in the Thamesmead area, including individuals who enquire about our services, receive a quotation, book an appointment, or otherwise interact with us in connection with carpet cleaning and related services.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to process personal information fairly, lawfully, transparently, and securely, and to respect the rights of every data subject.

1. Who we are

For the purposes of data protection law, Thamesmead Carpet Cleaners is the data controller for the personal data described in this policy. This means we determine how and why your personal data is used when you request or receive our services.

This policy applies to data collected through telephone enquiries, email communication, online booking forms, messaging, quotations, service visits, payment processing, complaint handling, and any other direct or indirect interaction related to our services.

2. Personal data we collect

We collect only the data necessary to provide and manage our services effectively. The types of information we may collect include:

Identity details such as your name and title
Contact details such as your address, telephone number, and email address
Service information such as property access details, cleaning requirements, appointment preferences, and service history
Billing and payment details necessary for invoicing and payment administration
Communication records including messages, requests, complaints, and notes relating to service delivery
Technical information if you interact with digital systems, such as basic device or usage data used for security and administration

In some cases, we may also receive information from third parties, such as property managers, landlords, letting agents, or family members making arrangements on your behalf. Where this happens, we will only use the information for the purpose for which it was provided.

3. How we use your data

We use personal data for legitimate business and operational purposes, including:

Responding to enquiries and providing quotations
Scheduling and delivering carpet cleaning services
Managing customer accounts and service records
Processing payments and issuing invoices
Handling complaints, feedback, and follow-up requests
Maintaining health, safety, and access arrangements for site visits
Keeping business records for accounting, tax, and compliance purposes
Improving our customer service and operational processes

We only process data in ways that are relevant and proportionate to the purpose for which it was collected. We do not sell your personal data.

4. Lawful basis for processing

Under UK GDPR, we must have a lawful basis for each type of processing. Thamesmead Carpet Cleaners relies on the following lawful bases:

Contract

We process personal data when it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes arranging appointments, carrying out cleaning services, and processing payments.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include business administration, record keeping, service improvement, fraud prevention, and responding to customer communications. We always consider whether our use of data is proportionate and appropriate.

Legal obligation

We process some personal data because we are required to do so by law, including for tax, accounting, and regulatory compliance. This may include retaining transaction records and invoices for the period required under applicable law.

Consent

Where we rely on your consent for any specific processing activity, we will make that clear at the time of collection. You may withdraw consent at any time, although this will not affect the lawfulness of processing carried out before withdrawal.

5. Data sharing and processors

We may share personal data with trusted third parties who help us operate our business. These third parties act as processors when they process data on our instructions and subject to appropriate contractual safeguards.

Examples of processors may include:

Payment service providers
Accounting and bookkeeping providers
IT, cloud storage, and software providers
Customer communication and scheduling systems
Professional advisers, such as legal or tax advisers, where necessary

We may also disclose personal data where required by law, court order, or lawful request from a public authority. If a service arrangement is made through a landlord, agent, or other representative, limited information may be shared to coordinate access, timing, and completion of services.

All processors are required to protect personal data, use it only for specified purposes, and keep it confidential.

6. International transfers

Where personal data is transferred outside the United Kingdom, we will ensure appropriate safeguards are in place to protect your information. These safeguards may include approved contractual protections or transfers to countries recognised as providing an adequate level of protection.

7. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting legal, accounting, and reporting requirements. Retention periods vary depending on the type of data and the reason for processing.

Customer and service records are generally retained for as long as needed to manage our relationship and service history
Invoice and financial records are retained for the period required by tax and accounting law
Communication records may be retained for a reasonable period to handle queries, disputes, or follow-up matters

When personal data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention procedures. We review retention periodically to ensure data is not kept longer than necessary.

8. Security of your data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, loss, or destruction. These measures may include access controls, secure storage, password protection, staff awareness, and limiting data access to authorised personnel only.

Although we take reasonable steps to safeguard information, no method of transmission or storage is completely secure. If a personal data breach occurs, we will assess the risk and, where required, notify the relevant supervisory authority and affected individuals.

9. Your rights under data protection law

You have a number of rights in relation to your personal data. Subject to legal conditions and exemptions, these include:

Right of access – to obtain confirmation and a copy of your personal data
Right to rectification – to have inaccurate or incomplete data corrected
Right to erasure – to request deletion of your data in certain circumstances
Right to restrict processing – to limit how your data is used in certain situations
Right to data portability – to receive certain data in a structured, commonly used format
Right to object – to object to processing based on legitimate interests or direct marketing
Right to withdraw consent – where processing is based on consent

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data rights have been infringed. We encourage you to raise any concerns with us first so we can try to resolve the issue promptly.

10. Children’s data

Our services are intended for adults. We do not knowingly collect personal data relating to children unless it is necessary in connection with household or property arrangements and only where appropriate and lawful to do so.

11. 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 arrangements. The latest version will apply to all current and prospective customers in the Thamesmead area. Please review this policy periodically to stay informed about how we protect your personal data.

12. Summary of our commitments

In summary, Thamesmead Carpet Cleaners will:

Collect only the personal data needed to provide our services
Use data lawfully, fairly, and transparently
Share data only with trusted processors or where legally required
Keep data secure and retain it only as long as necessary
Respect your rights and respond to valid requests in line with the law

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy. We are committed to protecting your privacy and maintaining the trust of every customer we serve in Thamesmead.