Hampstead Carpet Cleaners Privacy Policy
This Privacy Policy explains how Hampstead Carpet Cleaners collects, uses, stores and protects personal data relating to our customers in our service area. It also sets out your rights under the UK General Data Protection Regulation and related data protection laws. By using our services, you acknowledge that you have read and understood this Privacy Policy.
Scope of this Privacy Policy
This Privacy Policy applies to all Hampstead Carpet Cleaners customers in our operating area who contact us, request a quotation, book a service, or otherwise interact with us as a consumer or a business representative. It covers personal data collected online, by telephone, in person and through any other communication channels we use.
Data Controller
Hampstead Carpet Cleaners is the data controller in relation to the personal data we collect and process about you. As data controller, we determine the purposes and means of processing your personal information in line with applicable data protection laws.
Types of Personal Data We Collect
We may collect and process the following categories of personal data about you:
Identification and contact details, such as your name, postal address, billing address, and preferred contact details.
Service and booking information, such as property access details required for the service, descriptions of the areas or items to be cleaned, dates and times of appointments, and records of services provided.
Communication records, such as information you provide when you contact us by phone or other channels, including enquiries, feedback, complaints and any correspondence relating to our services.
Payment and billing details, such as information necessary to take and process payments and maintain financial records. We do not store full card details where payments are processed through secure third-party payment providers.
Technical and usage information, where applicable, such as information related to your interactions with any websites or online tools we may use, including basic analytics or log information that does not directly identify you by name.
How We Collect Your Data
We collect personal data directly from you when you make an enquiry, request a quotation, book a service, or communicate with us in any way. This may be by telephone, online forms if used, or in person when our team attends your property.
We may also receive limited information from third parties acting on your behalf, such as letting agents, landlords, property managers, or other household members where they provide your contact details to arrange a service at a particular property.
Lawful Basis for Processing Your Data
We process your personal data only when we have a lawful basis to do so under data protection law. The main lawful bases we rely on are:
Contractual necessity: We process your personal data to enter into and perform our contract with you, for example to provide quotations, confirm bookings, deliver cleaning services, take payment, and manage any changes or cancellations.
Legitimate interests: We process personal data where this is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This includes managing our schedule, improving our services, handling customer queries, maintaining business records, and ensuring the safety and security of our staff and customers.
Legal obligation: We may process personal data where we need to comply with legal or regulatory obligations, such as tax and accounting requirements, record-keeping duties, and responding to lawful requests from public authorities.
Consent: In limited circumstances, we may rely on your consent, for example for certain types of direct marketing. Where we rely on consent, you have the right to withdraw it at any time.
How We Use Your Personal Data
We use your personal data for the following purposes:
To provide our carpet and upholstery cleaning and related services, including organising access to your property, confirming the work to be carried out, and ensuring our team has the information they need to complete the service safely and effectively.
To manage bookings and customer accounts, including sending booking confirmations, reminders, updates about changes to appointments, invoices, and receipts.
To respond to your enquiries and communications, including requests for quotations, questions about our services, and any feedback or complaints.
To manage payments and accounting, including processing payments for services and maintaining appropriate financial and administrative records.
To improve and develop our services, including reviewing customer feedback, monitoring patterns in bookings and enquiries, and training our staff.
To protect our legitimate interests, such as preventing and detecting fraud or misuse of our services, ensuring the security of our staff at customer premises, and enforcing our terms and conditions.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with third parties only where necessary and appropriate, including:
Service providers acting as data processors who assist us in delivering our services. This can include scheduling tools, invoicing and accounting providers, secure payment processors, and providers of secure data storage or IT systems. These processors are only permitted to process your personal data in accordance with our instructions and for the specific purposes we have engaged them.
Professional advisers, such as accountants or legal advisers, where necessary for our legitimate business needs and to comply with legal obligations.
Public authorities, regulators or law enforcement where we are legally obliged to share personal data, or where it is necessary to protect our rights, property, or the safety of our staff or customers.
Where we use data processors, we take reasonable steps to ensure they provide adequate safeguards and comply with data protection law, including entering into appropriate contracts with them.
International Data Transfers
If any of our service providers or systems involve transferring your personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent measures, so that your personal data remains protected to a standard essentially equivalent to that provided under UK data protection law.
Data Retention
We retain your personal data only for as long as is necessary for the purposes set out in this Privacy Policy, or as required by law.
Operational records relating to bookings, services provided, and customer communications are typically kept for a period that enables us to respond to queries, handle any disputes, and comply with our legal obligations.
Financial and invoicing records are retained for longer periods where required by tax and accounting rules.
When we no longer need your personal data, we will delete it or anonymise it so that you can no longer be identified.
Data Security
We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include restricting access to personal data to staff and processors who need it for their role and ensuring those parties are subject to confidentiality obligations.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions. They include:
Right of access: You have the right to request confirmation of whether we process your personal data and to obtain a copy of that data, along with certain information about how we process it.
Right to rectification: You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.
Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected, or where you have withdrawn consent and we have no other lawful basis to continue processing.
Right to restriction of processing: You have the right to request that we restrict the processing of your personal data in certain situations, for example while we are verifying its accuracy or assessing an objection you have raised.
Right to data portability: In some cases, you have the right to receive the personal data you provided to us in a structured, commonly used and machine-readable format, and to ask us to transmit that data to another controller where technically feasible.
Right to object: You have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis, including profiling based on those interests. We will stop processing your personal data unless we can demonstrate compelling legitimate grounds which override your interests, rights and freedoms, or where processing is necessary for legal claims.
Right to withdraw consent: Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing that took place before the withdrawal.
Exercising Your Rights
If you wish to exercise any of your rights or have questions about how we handle your personal data, you can contact us using the contact details provided on our usual customer communications or on our service documentation. We may need to verify your identity before responding to certain requests, to protect your privacy and security.
Complaints
If you have concerns about how we process your personal data, we would encourage you to contact us first so we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the United Kingdom.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or changes in applicable law. Any updated version will apply from the date it is made available. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.