Privacy Policy - Catford Carpet Cleaners

Catford Carpet Cleaners is committed to protecting the personal data of our customers, prospective customers, and anyone who interacts with our services. This Privacy Policy explains how we collect, use, store, share, and protect personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Catford Carpet Cleaners customers in the area and to any individual whose personal data is processed by us in connection with our services.

We want our customers to understand what happens to their information and what rights they have. Please read this policy carefully. By engaging our services, making an enquiry, or otherwise providing us with personal data, you acknowledge that your information will be processed as described below.

1. Personal Data We Collect

We collect only the information that is necessary for running our business, providing carpet cleaning services, managing bookings, and meeting legal obligations. The categories of personal data we may collect include:

Identity data: name, title, and any other details you provide when contacting us or booking a service.
Contact data: address, email address, and telephone number.
Service data: information about the cleaning services requested, property access details, preferred appointment times, and notes relevant to completing the work.
Payment data: billing details and payment confirmation information. We do not store full card details unless specifically required by a secure payment process.
Communication data: records of correspondence by phone, email, text message, or other communication channels.
Technical data: basic website or device information if you contact us through digital channels, such as IP address or browser type, where applicable.
Feedback and complaint data: reviews, complaints, service comments, and follow-up correspondence.

We generally collect personal data directly from you. In some cases, we may also receive information from third parties such as property managers, letting agents, landlords, or referral partners where this is necessary for arranging or delivering a service.

2. How We Use Personal Data

We use personal data for legitimate business purposes related to our carpet cleaning services. These purposes include:

responding to enquiries and providing quotes;
arranging, confirming, and completing bookings;
delivering cleaning services at the correct location;
managing customer records and service history;
processing payments and issuing invoices or receipts;
communicating about appointments, service updates, or follow-up matters;
handling complaints, disputes, or customer support requests;
maintaining business records for accounting and legal purposes;
meeting regulatory, insurance, or tax obligations;
improving the quality and efficiency of our services;
preventing fraud, misuse, and unlawful activity.

We will never use your personal data for purposes that are incompatible with those stated in this policy unless we are legally permitted to do so or have informed you in advance.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Depending on the context, Catford Carpet Cleaners may rely on one or more of the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling booking details, service arrangements, invoicing, and communication related to the carpet cleaning service you have requested.

Legal Obligation

We process certain information to comply with legal obligations, such as tax records, accounting requirements, insurance obligations, and other statutory duties.

Legitimate Interests

We may process personal data where it is necessary for our legitimate interests and those interests are not overridden by your rights and freedoms. This may include managing our business, maintaining records, improving customer service, and protecting against fraud or misuse.

Consent

In limited cases, we may rely on your consent, particularly where the law requires it. If we ask for consent, you may withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before withdrawal.

We do not rely on consent where another lawful basis is more appropriate.

4. Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These third parties act as data processors or, in some situations, as independent controllers. We only share data where necessary and only with appropriate safeguards in place.

Processors may include:

payment service providers used to process transactions securely;
accounting or bookkeeping providers;
IT, cloud storage, or software providers used for scheduling, record keeping, and administration;
communication service providers used to send emails, messages, or reminders;
professional advisers such as insurers, accountants, or legal advisers where required.

All processors are required to handle personal data securely, process it only on our instructions, and comply with applicable data protection law. We do not sell personal data to third parties.

We may also disclose information where required by law, to public authorities, or to protect our rights, property, safety, or those of others.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, reporting, or insurance requirements. The retention period depends on the type of data and the reason it is held.

Typical retention periods may include:

Customer and booking records: kept for as long as needed to provide services and manage any follow-up, then retained for a reasonable period for business records and dispute handling.
Financial and invoicing records: kept in line with statutory accounting and tax obligations.
Communication records: retained as long as necessary to resolve service matters or maintain an accurate record of our dealings.
Complaint or dispute records: kept for the duration required to handle the matter and to defend or establish legal claims if needed.

When data is no longer required, it is securely deleted, anonymised, or destroyed.

6. Data Security

We take reasonable technical and organisational measures to protect personal data against accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, password protection, secure storage, and staff confidentiality obligations. While no system can be guaranteed to be completely secure, we aim to use appropriate safeguards at all times.

7. International Transfers

If any of our processors or service providers store or access data outside the UK, we will ensure that suitable safeguards are in place to protect your information. These safeguards may include adequacy regulations, standard contractual clauses, or other recognised legal mechanisms.

8. Your Rights

Under data protection law, you have certain rights in relation to your personal data. These rights are not absolute and may be subject to legal limitations. They include:

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 information.
Right to erasure: you may request deletion of your data in certain circumstances.
Right to restriction: you can ask us to limit processing in specific situations.
Right to object: you may object to processing based on legitimate interests, including direct marketing where applicable.
Right to data portability: you can ask for certain data to be provided to you or another controller in a structured format where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw that consent at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding.

9. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children in connection with our normal business activities. If we become aware that data has been collected from a child without appropriate authority, we will take steps to delete or protect it as required by law.

10. Complaints and Supervisory Authority

If you have concerns about how we handle personal data, we encourage you to raise them with us first so that we can try to resolve the issue. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our operations, legal obligations, or data processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically to stay informed about how we protect your information.

12. Summary of Our Commitment

Catford Carpet Cleaners respects your privacy and is committed to handling personal data lawfully, fairly, and transparently. We collect only what we need, use it for legitimate service-related purposes, retain it for appropriate periods, and share it only with trusted processors where necessary. We also recognise and support your data protection rights. These safeguards apply to all Catford Carpet Cleaners customers in the area.