Privacy Policy - Isleworth Carpet Cleaners

Effective for all Isleworth Carpet Cleaners customers in the Isleworth area. This Privacy Policy explains how we collect, use, store, share, and protect personal data when we provide carpet cleaning and related services. It applies to all customers, prospective customers, and service users in the Isleworth area, whether you contact us by phone, email, online form, or through any other booking method.

1. Who We Are

Isleworth Carpet Cleaners is a local service provider that offers carpet cleaning and associated domestic and commercial cleaning services. For the purposes of data protection law, we act as the data controller for personal data we collect and process in connection with our services. This means we decide why and how your personal data is used, and we are responsible for ensuring that such use complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Personal Data We Collect

We only collect data that is relevant and necessary to provide and manage our services. The types of personal data we may collect include:

• Identity details, such as your name and title.
• Contact details, such as your phone number, email address, and service address.
• Booking and service information, including appointment dates, service preferences, access instructions, and records of work completed.
• Billing and payment information, where required to process payments or issue invoices.
• Communication records, such as enquiries, complaints, feedback, and correspondence.
• Technical information, if you use digital channels to contact us, such as IP address, device type, or basic usage logs.
• Special instructions relating to the property, cleaning requirements, or health and safety considerations.

We do not seek to collect unnecessary personal information. Where possible, we avoid collecting sensitive data unless it is needed to perform our service safely and lawfully. If you provide information relating to allergies, mobility concerns, or similar matters, we use it only to meet your service needs and safeguard our staff and your property.

3. How We Use Your Data

We use personal data for the following purposes:

• to provide carpet cleaning and related services;
• to manage bookings, quotations, and service delivery;
• to communicate with you about appointments, changes, or service updates;
• to issue invoices, receive payments, and maintain financial records;
• to respond to enquiries, complaints, or requests;
• to maintain business records and service quality;
• to comply with legal and regulatory obligations;
• to protect our staff, customers, property, and business interests;
• to defend or establish legal claims where necessary.

We will only use your personal data in ways that are compatible with the original reason it was collected. If we need to use your data for a new purpose, we will ensure we have a lawful basis for doing so.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis before we process personal data. Depending on the situation, we rely on one or more of the following bases:

Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes managing bookings, delivering carpet cleaning services, issuing invoices, and handling customer support related to the service.

Legal Obligation

We may process and retain certain data to comply with legal obligations, such as tax rules, accounting requirements, insurance obligations, and other applicable regulations.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. Examples include improving our services, managing customer relationships, protecting against fraud, and maintaining internal records.

Consent

In some cases, we may rely on your consent, particularly for optional communications or specific uses of data that are not necessary to provide the service. Where we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

5. Data Retention

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

As a general rule:

• service and booking records may be kept for a reasonable period to support administration and customer history;
• financial records are retained for the period required by tax and accounting law;
• complaints and correspondence are kept for as long as needed to resolve the matter and for a short period afterward in case of follow-up;
• data no longer needed is securely deleted, anonymised, or archived where appropriate.

We regularly review stored data to ensure it is not kept longer than necessary. Retention is limited to the minimum period needed for lawful and operational purposes.

6. Data Processors and Third Parties

We may use trusted third parties to help us operate our business. These parties act as processors when they process data on our behalf and only under our instructions. Examples may include:

• payment service providers;
• accounting and bookkeeping services;
• IT and cloud storage providers;
• customer communication tools;
• software used for scheduling, invoicing, or administration;
• professional advisers, such as lawyers or accountants, where required.

Where we use processors, we require them to keep your data secure, use it only for the agreed purpose, and comply with data protection law. We may also disclose data to third parties if required by law, to protect our rights, or to prevent fraud or other unlawful activity.

We do not sell your personal data. If personal data is transferred outside the UK, we will ensure appropriate safeguards are in place so your information remains protected.

7. Data Security

We take the security of personal data seriously and use appropriate technical and organisational measures to protect it from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, password protection, secure storage, limited staff access, and regular review of our procedures.

Although no system can be guaranteed completely secure, we work to reduce risks and handle data responsibly. Staff and contractors who access personal data are expected to respect confidentiality and process data only when necessary.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing:

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

If you wish to exercise any of these rights, we will respond in line with applicable legal timeframes. In some circumstances, we may need to retain or continue processing certain data where we have a lawful reason to do so, such as compliance with legal obligations or the defence of legal claims.

9. Children’s Data

Our services are intended for adults acting on their own behalf or on behalf of households and businesses. We do not knowingly collect personal data from children in connection with our services. If we become aware that we have collected such data without appropriate authority, we will take reasonable steps to delete it promptly.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, our business practices, or the way we process personal data. Any changes will take effect when the updated version is made available. We encourage customers in the Isleworth area to review this policy periodically so they remain informed about how their data is handled.

11. Summary of Our Commitment

We are committed to handling personal data fairly, lawfully, and transparently. We only collect data needed to deliver our services, we use it for legitimate business and legal purposes, and we keep it only as long as necessary. We also work with processors carefully, protect personal data with appropriate safeguards, and respect your rights under UK data protection law.

By using Isleworth Carpet Cleaners services, you acknowledge that your personal data will be processed in accordance with this Privacy Policy.