Privacy Policy - Anerley Carpet Cleaners

Anerley Carpet Cleaners is committed to protecting the privacy and personal data of every customer who uses our services. This Privacy Policy explains how we collect, use, store, share, and protect personal information, and it applies to all Anerley Carpet Cleaners customers in the area. We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who This Policy Applies To

This policy applies to individuals who contact us, request a quote, book a service, receive a carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, or related service, or otherwise interact with Anerley Carpet Cleaners. It also applies to customers in the local area who use our services on an occasional or repeat basis, as well as anyone whose personal data is provided to us in connection with a booking.

2. Information We Collect

We only collect personal data that is necessary for the delivery and management of our services. The information we may collect includes:

Identity details such as your name.
Contact details such as your address, phone number, and email address.
Service information such as the type of cleaning requested, property access details, preferred appointment times, and special instructions.
Payment information such as payment status, billing details, and transaction references. We do not store full card details if payments are handled by secure third-party providers.
Communication records such as messages, notes from calls, complaints, and service confirmations.
Technical information where relevant, such as device or browser details if you visit a digital booking or enquiry platform.

We do not intentionally collect special category data unless it is necessary and you have made it relevant to the service. For example, you may tell us about allergies, health sensitivities, or access needs to help us carry out the work safely. In such cases, we process only the minimum information required.

3. How We Use Your Information

We use personal data for the following purposes:

To provide quotes and manage bookings.
To carry out cleaning services safely and efficiently.
To communicate with you about appointments, changes, and service updates.
To issue invoices, process payments, and manage accounts.
To handle complaints, refunds, or service-related disputes.
To maintain internal records and improve our services.
To comply with legal, tax, and regulatory obligations.

We will not use your personal data for purposes that are incompatible with the reasons it was collected unless we have a lawful basis to do so.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for every use of personal data. We rely on the following bases:

Contract

We process data when it is necessary to enter into or perform a contract with you. This includes taking bookings, delivering cleaning services, and managing payment arrangements.

Legal Obligation

We may process and retain information where required to comply with legal responsibilities, including accounting, tax, insurance, and record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This can include responding to enquiries, improving service quality, preventing fraud, maintaining service records, and managing customer communications.

Consent

In limited cases, we may rely on your consent, particularly where we process optional information that is not essential to the service. Where consent is used, you may withdraw it at any time.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties, but only where necessary and only in ways that are consistent with this policy. These third parties act as processors or independent controllers depending on the context.

Payment processors that handle secure card or online payments.
Booking and administrative software providers that store appointment information and customer records on our behalf.
IT and cloud service providers that support secure data storage, communications, and system maintenance.
Accountants and professional advisers where required for financial, audit, legal, or tax purposes.
Regulatory, law enforcement, or public authorities where disclosure is required by law or necessary to protect our legal rights.

All processors are required to handle personal data securely, act only on our instructions, and protect it in line with data protection law. We do not sell personal data.

6. 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 record and the reason for processing.

Booking and service records are generally kept for a reasonable period after the service is completed in case of follow-up queries or disputes.
Financial records are kept for the period required by tax and accounting law.
Communication records may be retained while they remain relevant to customer service, complaint handling, or legal protection.
Consent-based data is kept only until consent is withdrawn or the information is no longer needed.

When data is no longer needed, we securely delete or anonymise it.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to customer information on a need-to-know basis. While no system is completely risk-free, we work to reduce the chance of data incidents and to respond appropriately if they occur.

8. Your Rights Under GDPR

You have several rights in relation to your personal data. Subject to applicable exemptions, these include:

The right to be informed about how your data is used.
The right of access to request a copy of the personal data we hold about you.
The right to rectification if your data is inaccurate or incomplete.
The right to erasure, also known as the right to be forgotten, in certain circumstances.
The right to restrict processing in certain situations.
The right to data portability where processing is based on consent or contract and carried out by automated means.
The right to object to processing based on legitimate interests or direct marketing.
Rights related to automated decision-making, where applicable.

If you wish to exercise any of these rights, we will respond in accordance with data protection law and within the required timeframes. We may need to verify your identity before acting on your request.

9. Cookies and Online Data

If we use any online enquiry or booking tools, limited technical data may be collected automatically to support functionality, security, and performance. Where cookies or similar technologies are used, they will be limited to what is necessary or will be used in line with applicable consent rules. Any optional tracking is only used where permitted by law.

10. Children’s Data

Our services are intended for adults arranging cleaning services for homes or businesses. We do not knowingly collect personal data from children except where it is incidentally included in service arrangements, for example a household address linked to a family property. If we become aware that we have collected data from a child inappropriately, we will take reasonable steps to delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or how we process personal data. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review the policy periodically so they remain informed about how their information is handled.

12. Complaints

If you are concerned about how your personal data has been handled, you have the right to raise a complaint with the relevant data protection authority. You may also contact us directly so we can review the issue and, where appropriate, put it right. We will take privacy concerns seriously and aim to resolve them fairly and promptly.

13. Summary of Our Commitment

Anerley Carpet Cleaners values trust, confidentiality, and responsible data handling. We collect only the information needed to deliver our services, use it for clear and lawful purposes, store it securely, share it only with appropriate processors, and retain it only for as long as necessary. We also respect the rights of every customer and handle personal data with care across all Anerley Carpet Cleaners customers in the area.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy and applicable data protection law.