Surrey Cleaner Privacy Policy

This Privacy Policy explains how Surrey Cleaner collects, uses, stores and protects personal data relating to our customers in the Surrey area. It also explains your rights under the UK General Data Protection Regulation and applicable data protection laws. By using Surrey Cleaner services you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all Surrey Cleaner residential and commercial customers and prospective customers within our service areas in Surrey. It covers personal data collected through our website, by phone, in person, through social media, and in the course of providing cleaning and related services.

Data Controller

Surrey Cleaner is the data controller for the personal data described in this Privacy Policy. As data controller, we decide why and how your personal data is processed and are responsible for ensuring that such processing is carried out in accordance with applicable data protection law.

Personal Data We Collect

We collect and process different categories of personal data as part of our business operations, including:

Identification details, such as your full name and, where relevant, company or trading name.

Contact details, such as your billing and service addresses, and any other information you choose to provide to communicate with us.

Service details, including information about your property that is relevant to providing cleaning services, such as type and size of premises, access instructions, and any special cleaning requirements.

Booking and transaction data, such as dates and times of bookings, services requested, prices, and payment status. Where you pay electronically, limited payment-related information may be processed to confirm and reconcile payments. We do not store full payment card details.

Communication records, such as notes from phone calls, emails, and messages relating to quotations, bookings, feedback, complaints, and customer support.

Technical data, such as your IP address, browser type, and basic usage information collected when you visit our website, to help us operate and secure our online services.

Marketing preferences, including your choices about receiving marketing communications from us.

How We Collect Personal Data

We collect personal data in the following ways:

Directly from you when you request a quotation, make a booking, create or update an account, contact us with an enquiry, provide feedback, or communicate with us by any means.

Automatically when you use our website or online booking tools, through basic technical data and usage information.

From third parties in limited circumstances, for example where an existing customer refers you to us, or where we need to verify certain details to prevent fraud or confirm payment.

Lawful Basis for Processing

We will only process your personal data when we have a lawful basis to do so under data protection law. The main lawful bases we rely on are:

Contract: To take steps at your request before entering into a contract, and to perform our contract with you for the provision of cleaning and related services. This includes handling enquiries, bookings, service delivery, invoicing, and customer support.

Legal obligation: To comply with legal and regulatory requirements, such as tax and accounting rules, record-keeping obligations, and responding to lawful requests from public authorities.

Legitimate interests: To pursue our legitimate business interests in a way that is proportionate and respects your privacy. This may include managing and improving our services, maintaining security, preventing fraud and misuse, handling queries and complaints, and keeping basic records of previous services for operational and administrative purposes.

Consent: Where required by law, we rely on your consent to send you certain types of marketing communications or to use optional cookies and similar technologies. You can withdraw your consent at any time as described in this Privacy Policy.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide and manage cleaning and related services you have requested, including scheduling, carrying out and managing visits to your premises.

To respond to your enquiries, provide quotations, manage bookings, and handle any changes or cancellations.

To manage our relationship with you, including communication about your service, obtaining feedback, resolving issues, and providing customer support.

To process payments, issue invoices and receipts, and maintain accounting and financial records.

To maintain and improve our services, including internal training, quality control, service planning, and business analytics.

To send you information about Surrey Cleaner services that may be of interest to you, where permitted by law and in line with your marketing preferences.

To protect our business, our staff, our customers, and the public, including preventing and investigating fraud or misuse of our services, handling disputes, and enforcing contractual or legal rights.

To comply with legal and regulatory obligations and to cooperate with regulators and law enforcement where required.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with third parties where necessary for the purposes described in this Privacy Policy and permitted by law. This includes:

Service providers acting as data processors who provide services to us, such as IT hosting and maintenance, customer management systems, payment processing, accounting support, and communication tools. These processors only process your personal data on our documented instructions and are subject to confidentiality and data protection obligations.

Professional advisers, such as accountants, auditors, legal advisers, and insurers, to the extent necessary to obtain professional services or manage legal and financial matters.

Public authorities, regulators, law enforcement agencies, or courts, where we are legally required or allowed to share personal data, or where disclosure is necessary to protect our rights, property or safety, or that of our customers or others.

Business partners or prospective buyers in the context of a business reorganisation, merger or sale, in which case personal data will be shared and transferred in accordance with data protection law.

Whenever we share personal data with third parties, we take steps to ensure that appropriate safeguards are in place to protect your information.

International Transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, or where personal data is otherwise transferred internationally, we will ensure that appropriate safeguards are in place to protect your personal data in accordance with data protection law. This may include using standard data protection clauses or ensuring the recipient is based in a country with an adequate level of data protection as determined by the relevant authorities.

Data Retention

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected and to meet our legal, regulatory, tax, accounting, and reporting requirements.

In determining the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, whether we can achieve those purposes by other means, and applicable legal requirements.

Generally, we retain core customer and transaction records for the duration of our relationship with you and for a period afterwards to comply with legal obligations and to resolve disputes. After the relevant retention period has expired, we will securely delete or anonymise your personal data so that it can no longer be associated with you.

Your Data Protection Rights

You have several important rights in relation to your personal data under data protection law. Subject to certain conditions and exemptions, you may have the right to:

Access your personal data and receive information about how we process it.

Request correction of inaccurate or incomplete personal data.

Request deletion of your personal data where there is no good reason for us to continue processing it, for example where you successfully object to our processing, or where we no longer need the data.

Object to the processing of your personal data where we are relying on legitimate interests or where we are processing your data for direct marketing purposes.

Request restriction of processing of your personal data in certain circumstances, such as where you contest the accuracy of the data or object to our use of it.

Request the transfer of your personal data to you or to another organisation, where technically feasible, in a structured, commonly used and machine-readable format.

Withdraw consent where we rely on your consent to process your personal data. Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal.

To exercise any of these rights, or to ask a question about how we handle your personal data, you can contact us using the contact details provided on our website or through the usual communication channels you use with Surrey Cleaner. We may need to verify your identity before responding to your request.

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. We encourage you to contact us first so we can try to resolve your concerns.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures are designed to provide a level of security appropriate to the risks presented by the processing. However, no system or transmission of data over the internet can be guaranteed to be completely secure, and you share information with us at your own risk.

Marketing Communications

We may use your contact details to send you information about Surrey Cleaner services that we believe may be of interest to you, where permitted by law. You can opt out of marketing communications at any time by following the unsubscribe instructions in our messages or by contacting us using our usual contact channels. Opting out of marketing will not affect service-related communications that are necessary for the performance of our contract with you.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal or regulatory developments, or for other operational reasons. Any changes will be posted on our website and will take effect from the time of publication. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.

If you have any questions about this Privacy Policy or about how Surrey Cleaner uses your personal data, you can contact us through the contact details made available on our website or via the usual communication methods you use to reach us.