Privacy Policy

Ilford Carpet Cleaning Privacy Policy

This Privacy Policy explains how Ilford Carpet Cleaning collects, uses, stores, shares, and protects personal data relating to its customers and prospective customers. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This policy applies to all Ilford Carpet Cleaning customers and prospective customers in our service area.

Who We Are And Scope Of This Policy

Ilford Carpet Cleaning provides carpet, upholstery, and related cleaning services to residential and commercial customers. For the purposes of data protection law, Ilford Carpet Cleaning is the data controller of the personal data described in this Privacy Policy.

This Privacy Policy applies to all personal data we process in connection with enquiries, quotations, bookings, service delivery, aftercare, and any other interaction you have with us as a customer or prospective customer in our service area.

Types Of Personal Data We Collect

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

Identification and contact details, such as name, postal address, service address, billing address, and any other contact information you choose to provide.

Booking and service information, such as details of your enquiry, the services requested, dates and times of appointments, property access instructions, and information about the areas or items to be cleaned.

Payment and transaction data, such as records of services purchased and amounts paid. Card details are processed by our payment service providers and are not stored by us beyond what is necessary for payment confirmation and accounting records.

Communication records, such as emails, online messages sent through forms you complete, notes of telephone conversations, and any feedback, reviews, or complaints you submit.

Technical and usage data, such as basic information about how you use our website or online forms, including device information and general browsing data, where this is collected through essential cookies or similar technologies.

Any other information you choose to provide to us that is necessary for us to respond to your enquiry or deliver our services safely and effectively.

How We Collect Your Personal Data

We collect personal data from you directly when you contact us by phone, through online forms, or by any other communication method you choose to use. We also collect data when you confirm a booking, when we provide services at your property, and when you make payment or request an invoice or receipt.

We may receive personal data from third parties where this is necessary to provide our services, such as where a landlord, letting agent, or another party books a service on your behalf and provides your contact or property details for that purpose.

Lawful Bases For Processing Personal Data

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

Performance of a contract: We process your personal data where it is necessary to enter into a contract with you or to perform a contract for services that you have requested from us. This includes processing data needed to provide quotations, confirm bookings, deliver cleaning services, and manage payments.

Legitimate interests: We process personal data where it is necessary for our legitimate business interests, provided that your interests and fundamental rights do not override these interests. Examples include managing our relationship with you, maintaining records for business planning, improving our services, and handling general business administration.

Legal obligations: We process certain data where we are required to do so in order to comply with legal, regulatory, or tax obligations, including the retention of accounting records and responding to lawful requests from public authorities.

Consent: In limited circumstances, we may rely on your consent, for example, where you have clearly agreed to receive specific types of marketing communications. Where we rely on consent, you have the right to withdraw your consent at any time.

How We Use Your Personal Data

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

To respond to your enquiries and provide quotations for services.

To create, manage, and fulfil bookings and appointments.

To deliver carpet, upholstery, and related cleaning services at the agreed property or location.

To process payments, issue invoices, and maintain accurate financial and transaction records.

To communicate with you about your booking, including confirmations, reminders, and updates about changes to appointments or services.

To manage customer relationships, including handling feedback, reviews, and any complaints or disputes.

To improve our services and business processes, for example by analyzing service usage and customer feedback.

To comply with legal and regulatory requirements and to establish, exercise, or defend legal claims.

Data Retention

We retain your personal data only for as long as necessary for the purposes for which it was collected and to meet our legal and regulatory obligations.

In general, we keep core customer records, booking details, and related financial information for up to six years after the end of the financial year in which the transaction took place, in line with accounting and tax requirements.

We may retain certain data for longer where required by law or where it is necessary in connection with legal claims, complaints, or for safeguarding legitimate business interests. Where data is no longer required, we will securely delete or anonymise it.

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 processors are engaged only where necessary to support the operation of our business and delivery of services, and they are required to handle your data securely and in accordance with data protection law.

Examples of data processors include providers of customer management systems, payment processing services, accounting or invoicing tools, and secure cloud storage or backup services. These providers process your data only following our instructions and for the purposes outlined in this Privacy Policy.

We may also share personal data with third parties where required by law, where necessary for the prevention or detection of crime, or where we need to protect our rights, property, or safety or that of our customers or others. Where a landlord, letting agent, or other party has arranged and paid for services on your behalf, we may share basic service information, such as confirmation of work carried out and invoices, with that party where this is reasonably necessary.

International Transfers

Some of our service providers may store or process data outside the United Kingdom. Where this occurs, we take steps to ensure that appropriate safeguards are in place to protect your personal data, such as using providers based in countries that the United Kingdom recognises as providing an adequate level of data protection or entering into contracts incorporating standard data protection clauses.

Data Security

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it from unauthorised access, accidental loss, destruction, or damage. These measures include access controls, secure storage, restricted access to personal data, and staff awareness of data protection responsibilities.

While we take reasonable steps to protect your personal data, no system can be completely secure. You are responsible for ensuring that any personal data you send to us is transmitted securely and for keeping your own devices and communication methods secure.

Your Rights Under Data Protection Law

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

Right of access: You have the right to request a copy of the personal data we hold about you and information about how we process it.

Right to rectification: You have the right to request that we correct any incomplete or inaccurate personal data we hold about you.

Right to erasure: In certain circumstances, you may ask us to delete or remove your personal data, for example where it is no longer necessary for the purposes for which it was collected and we have no legal obligation to retain it.

Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, such as where you contest its accuracy or object to our processing.

Right to object: You have the right to object to the processing of your personal data where we are relying on legitimate interests as our lawful basis, including profiling on that basis. We will stop processing unless we can demonstrate compelling legitimate grounds which override your interests, rights, and freedoms, or where processing is required for legal claims.

Right to data portability: Where our processing is based on your consent or on a contract and is carried out by automated means, you may request that we provide your personal data in a structured, commonly used, and machine-readable format and, where technically feasible, transmit it to another controller.

Rights relating to consent: Where we rely on your consent, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing carried out before consent was withdrawn.

How To Exercise Your Rights

If you wish to exercise any of your data protection rights, please contact us using the contact details provided on our website or any correspondence you have previously received from us. We may need to verify your identity before responding to your request. We aim to respond to all valid requests within one month, although this period may be extended in complex cases.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we handle your personal data. However, we encourage you to contact us first so that we can try to resolve your concerns.

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or other factors. Any updates will be made available through our usual communication channels. You should review this Privacy Policy periodically to stay informed about how we process your personal data.