Privacy Policy

North Kensington Carpet Cleaners is committed to protecting the privacy and personal data of all customers in the North Kensington area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when we provide carpet cleaning and related services. It applies to all North Kensington Carpet Cleaners customers in area, including residential and commercial clients, as well as anyone who makes an enquiry, request, or booking.

1. Who We Are

For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, North Kensington Carpet Cleaners acts as the data controller for the personal data we process in connection with our services. This means we decide why and how your personal data is used.

We handle personal data in a lawful, fair, and transparent manner. We only collect information that is relevant and necessary for delivering our services, managing customer relationships, maintaining records, and meeting legal obligations.

2. Personal Data We Collect

We may collect and process the following categories of personal data:

Identity details such as your name and, where relevant, company name
Contact details such as phone number, email address, and service address
Service information such as the type of cleaning requested, property access details, preferred appointment times, and special instructions
Communication records such as emails, messages, notes from calls, and enquiry history
Billing information such as payment status, invoices, and transaction records
Technical data if you visit any digital booking or enquiry channels, such as IP address, device information, and usage logs
Feedback and complaint data including reviews, complaints, and follow-up correspondence

We do not intentionally collect special category data unless you choose to provide it and it is necessary to address a particular service issue, such as access or safety needs. Where such information is provided, we will process it only with appropriate safeguards and a valid lawful basis.

3. How We Collect Your Data

We collect personal data directly from you when you:

Request a quote or make an enquiry
Book a cleaning service
Communicate with us by phone, email, or other channels
Provide feedback, raise a concern, or request a follow-up
Make a payment or request an invoice

We may also receive data from third parties where necessary, such as payment providers, referral partners, or property managers acting on your behalf. In such cases, we will only use the information for legitimate business purposes and in line with this Policy.

4. Lawful Basis for Processing

We process personal data only when we have a lawful basis under data protection law. Depending on the situation, we rely on one or more of the following grounds:

Performance of a contract – to provide the cleaning services you request, manage bookings, and fulfil our service obligations
Legitimate interests – to operate our business effectively, improve our services, respond to enquiries, manage customer relationships, and prevent fraud or misuse
Legal obligation – to comply with tax, accounting, consumer, and record-keeping requirements
Consent – where required, such as for certain marketing communications or the processing of optional sensitive information

Where we rely on legitimate interests, we ensure that our interests do not override your rights and freedoms. If we rely on consent, you may withdraw it at any time.

5. How We Use Your Personal Data

We may use your data for the following purposes:

To provide quotes, confirm bookings, and deliver cleaning services
To communicate with you about appointments, access arrangements, or service updates
To process payments and maintain financial records
To respond to questions, complaints, and customer requests
To maintain internal business records and service history
To improve customer experience and service quality
To comply with legal and regulatory obligations

We will only use your personal data for the purposes for which it was collected, unless we reasonably need to use it for a compatible purpose. If that changes, we will make sure the new use is lawful and transparent.

6. Data Sharing and Processors

We may share your personal data with trusted processors and service providers who help us operate our business. These processors act on our instructions and are required to protect your data. They may include:

Payment processors that handle card or online payments
Accounting or bookkeeping providers that support invoicing and tax compliance
IT and cloud service providers that store data, manage systems, or support communications
Customer management tools used to organise bookings and service records
Professional advisers such as accountants or legal advisers, where needed

We do not sell your personal data. We only disclose data where necessary for service delivery, legal compliance, or the operation of our business. If lawfully required, we may also share data with public authorities, regulators, or law enforcement bodies.

7. International Transfers

If any processor or service provider stores or accesses data outside the United Kingdom, we will ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other recognised legal protections designed to keep your information secure.

8. Data Retention

We keep personal data only for as long as necessary for the purposes set out in this Policy. Retention periods depend on the type of information and the reason it is held. In general:

Customer service records are retained for the duration of the relationship and for a reasonable period afterwards
Financial and tax records are retained for the period required by law
Complaint and communication records are retained for as long as needed to resolve issues and maintain business records
Marketing preferences are kept until you opt out or withdraw consent

When data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. Retention is always limited to what is necessary and proportionate.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These include:

The right to be informed about how your data is used
The right of access to request a copy of the data we hold about you
The right to rectification if your data is inaccurate or incomplete
The right to erasure in certain circumstances, also known as the right to be forgotten
The right to restrict processing in certain situations
The right to data portability for information you have provided to us, where applicable
The right to object to processing based on legitimate interests or direct marketing
The right to withdraw consent where processing is based on consent

You will not usually have to pay a fee to exercise your rights. We may need to verify your identity before responding to a request. We aim to respond within the time limits set by law.

10. Data Security

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff training, and restricted use of personal information. While no system can be guaranteed completely secure, we work hard to reduce risks and handle data responsibly.

11. Marketing

We may send service-related updates or communications necessary for the performance of our services. We will only send marketing messages where permitted by law and, if required, with your consent. You can opt out of marketing at any time. Where you do so, we will respect your preferences promptly.

12. Cookies and Similar Technologies

If we use websites or online forms to manage enquiries or bookings, cookies or similar technologies may be used for basic functionality, analytics, or security. Where such tools are used, we will ensure they are handled in a lawful and transparent manner. You can usually control cookies through your browser settings.

13. Children’s Data

Our services are intended for adults who are able to arrange cleaning services for homes, properties, or businesses. We do not knowingly collect data from children unless it is incidentally provided by an adult customer and is necessary for the service. If we become aware that we have collected data inappropriately, we will delete it where required.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or service arrangements. Any updates will take effect when published or otherwise communicated. We encourage customers to review the Policy periodically to stay informed about how we protect personal information.

Summary of Your Key Rights

You can ask what data we hold
You can request corrections
You can object to some uses of your data
You can request deletion in certain cases
You can withdraw consent where consent is used

By using the services of North Kensington Carpet Cleaners, you acknowledge that your personal data may be processed in accordance with this Privacy Policy. This Policy is intended to provide clear and lawful information to all customers in the area, while respecting your privacy and data protection rights.