Fulham Cleaners Privacy Policy

This Privacy Policy explains how Fulham Cleaners collects, uses, stores, and protects personal data relating to customers and prospective customers within our service area. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. By using our cleaning services, visiting our website, or communicating with us, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all Fulham Cleaners customers and prospective customers in our service area, including individuals who make enquiries, request quotations, or use any of our cleaning services. It covers personal data collected through our website, over the phone, in person, or via any other communication method we use to provide and manage our services.

Who we are and our role as data controller

Fulham Cleaners is the organisation responsible for determining how and why your personal data is processed in connection with our cleaning services. For data protection purposes, Fulham Cleaners acts as the data controller for the personal data described in this Privacy Policy.

Types of personal data we collect

We only collect personal data that is relevant and necessary for our business. The categories of data we collect may include:

Identity and contact details, such as your name, address, service address, billing address, and any communication details you provide to us. Service and booking information, such as details of your property that are relevant to cleaning, your service preferences, instructions for access, dates and times of bookings, and records of services provided. Payment and billing information, such as billing details and payment confirmations. We do not store full payment card details; these are handled by our chosen payment processors. Communication records, such as emails, messages, and notes of phone conversations relating to your enquiries, bookings, feedback, or complaints. Technical and usage data, which may include information collected when you visit our website, such as IP address, device information, and usage data necessary for security and performance monitoring.

How we collect your personal data

We may collect personal data directly from you when you contact us to request a quotation, make a booking, or ask a question about our services, provide access details or special instructions, give feedback or make a complaint, or interact with us via our website, online forms, or other communication channels. We may also receive personal data from third parties where lawful and appropriate, for example from payment processors confirming that a payment has been made, or from platforms through which you have requested our services.

Lawful bases for processing your data

We process your personal data only when we have a lawful basis to do so. Depending on the context, this may include:

Performance of a contract: To provide our cleaning services, manage your bookings, communicate with you about your appointments, and fulfil our obligations to you as a customer. Legitimate interests: To manage and improve our business operations, respond to enquiries, maintain service quality and security, prevent fraud, and keep appropriate records. When we rely on this basis, we balance our interests against your fundamental rights and freedoms. Legal obligation: To comply with legal, tax, or accounting requirements, including maintaining records and cooperating with lawful requests from public authorities. Consent: In some cases we may ask for your consent, for example for certain types of marketing communications where required by law. Where we rely on consent, you may withdraw it at any time.

How we use your personal data

We use your personal data only for specified, explicit, and legitimate purposes. These include:

Providing and managing cleaning services, including processing enquiries, preparing quotations, scheduling and delivering services, and handling payments. Communicating with you, including confirming and updating bookings, responding to questions, and handling any issues or complaints. Managing our relationship with you, including customer service, service updates, and administrative communications. Business operations, including internal reporting, quality control, staff training, and service improvement, provided that such use is compatible with the original purpose of collection. Legal and regulatory compliance, including record-keeping and responding to requests from public authorities where required by law.

Retention of your personal data

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting, or reporting requirements. The exact retention period depends on the type of data and the purpose of processing.

Booking and service records are generally retained for a period that enables us to manage our relationship with you, handle queries or complaints, and meet our legal obligations. Financial and transaction records are kept for a period required by tax and accounting laws. Communication records are retained for a reasonable period to help us manage enquiries, disputes, or follow up on service-related matters. When personal data is no longer required, we will securely delete or anonymise it in accordance with applicable legal and technical requirements.

Sharing your personal data and data processors

We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary and lawful, including:

Service providers acting as data processors that support our operations, such as providers of scheduling and booking systems, payment processing, IT hosting, and customer management tools. These processors act only on our instructions, are contractually bound to protect your data, and may not use it for their own purposes. Professional advisers, such as accountants or legal advisers, where necessary for the proper conduct of our business and only under duties of confidentiality. Public authorities, regulators, or law enforcement agencies where we are legally required to do so or where disclosure is necessary to protect our rights, customers, staff, or the public.

If we engage processors located outside the UK or European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to provide a level of data protection that is essentially equivalent to that in the UK and EU.

Data security

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, alteration, or disclosure. These measures may include access controls, secure systems, staff training, and procedures for handling and responding to suspected data incidents. While no system can be completely secure, we continually review and improve our security arrangements to protect your data.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions:

Right of access: You have the right to request confirmation of whether we process your personal data and, if so, to receive a copy of that data along with certain additional information. Right to rectification: You have the right to ask us to correct or update personal data that is inaccurate or incomplete. Right to erasure: In some circumstances, you may request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected, or where you withdraw consent and there is no other lawful basis for processing. Right to restriction of processing: You may ask us to restrict the processing of your personal data in certain situations, such as while we are verifying the accuracy of the data or considering an objection. Right to object: You have the right to object to certain types of processing, including processing based on our legitimate interests, on grounds relating to your particular situation. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or where processing is required for legal claims. Right to data portability: Where processing is based on your consent or on a contract and carried out by automated means, you may have the right to receive the personal data you have provided to us in a structured, commonly used, machine-readable format and to request that we transmit it to another controller where technically feasible. Right to withdraw consent: Where we rely on your consent, you have the right to withdraw it at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before the withdrawal.

How to exercise your rights or raise concerns

If you wish to exercise any of your data protection rights or have questions about how we handle your personal data, you can contact us using the details provided on our main customer information channels. We will respond to your request in accordance with applicable data protection laws and may ask for additional information to verify your identity before acting on your request.

You also have the right to lodge a complaint with the relevant data protection authority if you believe that your personal data has not been handled in accordance with the law. We encourage you to contact us first so that we can work with you to resolve any concerns.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, business practices, or legal obligations. Any changes will be effective when we publish the updated version. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.