Privacy Policy

Pimlico Cleaner Customer Privacy Policy

This Privacy Policy explains how Pimlico Cleaner collects, uses, stores, and protects personal data relating to customers in our service area. It also describes your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Pimlico Cleaner customers in our operating area, whether you contact us online, by phone, or in person, and whether you purchase services on a one-off or ongoing basis.

Who we are

Pimlico Cleaner provides domestic and commercial cleaning services in our local service area. In relation to the personal data of our customers, Pimlico Cleaner acts as the data controller. This means that Pimlico Cleaner determines the purposes and means by which your personal data are processed.

Personal data we collect

We collect and process different categories of personal data about you, depending on how you interact with us and the services you use. The personal data we may collect includes:

Identification and contact details, such as your name, billing address, service address, and preferred contact details.

Communication details, such as your communication preferences and records of communications you have with us, including enquiries, feedback, and complaints.

Service information, such as details about the cleaning services you request, visit schedules, access instructions you choose to provide to enable us to perform the service, and information about the property areas to be cleaned.

Payment-related information, such as payment status and transaction history associated with your bookings. Payment card details are normally processed by secure payment processors and are not retained by Pimlico Cleaner beyond what is necessary to confirm payment.

Technical and usage data, where applicable, such as information about how you use our website or online booking tools, including logs, identifiers, and usage preferences.

If you choose to provide us with any additional information in connection with special requests, including information about health or accessibility requirements, we will only use such information as necessary to deliver the service safely and appropriately.

How we collect your data

We collect personal data directly from you when you contact us to request a quote, make a booking, or communicate with us in any way. This includes data collected by telephone, online forms, messaging tools, or in-person visits from our staff.

We may also collect certain technical and usage data automatically when you use our website or any online tools, using standard technologies such as logs and basic analytics. These help us understand how customers interact with our services and improve our offerings.

Lawful basis for processing

We process your personal data only where we have a lawful basis under data protection law. The main lawful bases we rely on are:

Contract: We process personal data that is necessary to enter into and perform a contract with you, such as providing cleaning services, managing bookings, arranging access to your property, and handling payments.

Legal obligation: We process certain data to comply with legal obligations, such as accounting, tax reporting, and maintaining appropriate business records.

Legitimate interests: We may process personal data where it is necessary for our legitimate business interests, such as responding to your enquiries, improving our services, managing our relationship with you, ensuring the security of our staff and customers, and preventing fraud or misuse of our services. When we rely on legitimate interests, we balance those interests against your rights and freedoms.

Consent: In limited cases, we may rely on your consent, for example, where you specifically agree to receive certain forms of marketing or where we process any optional information you choose to supply that is not necessary for the service. You can withdraw your consent at any time, although this will not affect the lawfulness of processing based on consent before its withdrawal.

How we use your personal data

We use your personal data for the following purposes:

To provide and manage cleaning services you request, including scheduling, allocating staff, and managing access to your property.

To handle your enquiries, requests for quotes, bookings, changes, or cancellations.

To manage billing, process payments, and maintain financial records.

To communicate with you about your services, including confirmations, reminders, updates, and follow-up messages.

To manage our relationship with you, including handling feedback, resolving complaints, and improving customer satisfaction.

To maintain the safety and security of our staff and customers, including managing information relevant to access arrangements.

To improve and develop our services and operations, for example by analysing how customers use our services and responding to trends and preferences.

To comply with legal obligations and respond to requests from regulatory or law enforcement authorities, where required by law.

Data sharing and processors

We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy. These may include:

Service providers who act as data processors on our behalf, such as providers of booking and scheduling systems, payment processing services, information technology and hosting services, and customer communication tools. These providers are only permitted to process your personal data in accordance with our instructions and are required to protect your data.

Professional advisers such as accountants or legal advisers, to the extent necessary for the services they provide to us and in accordance with their professional obligations.

Public authorities, regulators, or law enforcement bodies, where we are required to disclose personal data by law or to protect our rights, property, or safety, or that of our customers or others.

Where any of our service providers are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place in accordance with data protection law before personal data are transferred.

Data retention

We retain your personal data only for as long as is necessary for the purposes described in this Privacy Policy or as required by law. The retention period will vary depending on the type of data and the nature of our relationship with you.

Customer and service records are typically kept for the duration of your relationship with Pimlico Cleaner and for a period after the end of that relationship to enable us to respond to queries, maintain business records, and comply with applicable legal and accounting requirements.

Financial and transactional records are retained for the period required by tax and accounting laws. Communication records may be stored for a period that allows us to manage our customer relationships and handle any follow-up issues that arise.

When personal data are no longer needed, we will delete or anonymise them in a secure manner.

Security of your data

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, alteration, or disclosure. These measures include access controls, secure storage, and limiting access to personal data to those staff and service providers who need it to perform their duties. While we strive to protect your data, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Your data protection rights

As a customer of Pimlico Cleaner in our service area, you have a number of rights under data protection law in relation to the personal data we hold about you. These include:

Right of access: You have the right to request confirmation as to whether we process your personal data and to receive a copy of your personal data, together with certain information about how we use it.

Right to rectification: You have the right to ask us to correct or complete personal data that you believe are inaccurate or incomplete.

Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where the data are no longer necessary for the purposes for which they were collected or where you withdraw consent and we have no other lawful basis for processing.

Right to restriction of processing: You have the right in certain situations to ask us to restrict the processing of your personal data, for example while we verify the accuracy of the data or assess an objection you have raised.

Right to object: You have the right to object to processing of your personal data that is based on our legitimate interests, including profiling based on those interests. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or where processing is necessary for legal claims.

Right to data portability: Where we process your personal data based on your consent or on a contract with you, and the processing is carried out by automated means, you have the right to receive your personal data in a structured, commonly used, and 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 that consent at any time. This will not affect the lawfulness of processing before consent was withdrawn.

You also have the right to lodge a complaint with a supervisory authority if you are concerned about the way we handle your personal data.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our practices, or legal requirements. We will post the updated version on our website or make it otherwise available to you. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.