Keston Carpet Cleaners Privacy Policy
This Privacy Policy explains how Keston Carpet Cleaners collects, uses, stores and protects personal data about customers in our service area. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the EU General Data Protection Regulation where relevant. This Privacy Policy applies to all Keston Carpet Cleaners customers and prospective customers within the areas in which we operate.
Who we are and scope of this policy
Keston Carpet Cleaners is a carpet and upholstery cleaning business providing services to residential and commercial customers. For the purposes of data protection law, Keston Carpet Cleaners acts as the data controller for the personal data described in this policy. This Privacy Policy applies whenever we process personal data about our customers, potential customers or individuals contacting us about our services within our local service area.
Personal data we collect
We may collect and process the following categories of personal data when you contact us, book a service or otherwise interact with us:
Identification and contact details such as name, postal address, service address, billing address and other contact details you choose to provide.
Communication details such as information you provide when you contact us by any channel, including the content of your messages, enquiries, feedback and any follow-up correspondence.
Booking and service information such as details of the services you request, dates and times of appointments, property access information that you choose to share, and notes relevant to the performance of the service.
Billing and payment related information such as records of payments made, amounts, dates and methods of payment. We do not store full payment card details if you pay by card, but our payment processors may process such information securely on our behalf.
Technical and usage data such as basic information about how you access and use our website or online forms, including device and browser details and general usage patterns. Where required, we will seek consent for the use of non-essential cookies or similar technologies.
Any other information you choose to provide to us when communicating or working with us, where it is relevant to your enquiry or our services.
How we collect your personal data
We collect personal data directly from you when you contact us to request a quotation, make a booking, ask a question, provide feedback or otherwise communicate with us. This may be through telephone calls, text-based services, online forms, written correspondence or in-person interactions during site visits.
We may also receive limited personal data from third parties where this is necessary and lawful, for example from referral partners or landlords who arrange services on your behalf. In such cases, we will ensure there is a lawful basis and that you are informed where appropriate.
Lawful bases for processing your data
We will only process your personal data where we have a lawful basis under data protection law. Depending on the specific processing activity, we rely on one or more of the following lawful bases:
Performance of a contract: to take steps at your request before entering into a contract, and to perform the contract for cleaning services you have requested, including arranging appointments, providing quotations and carrying out the service.
Legitimate interests: to pursue our legitimate business interests in operating and improving our services, communicating with you in a proportionate and relevant way, maintaining business records, managing queries, and ensuring the security of our operations. We balance these interests against your rights and expectations.
Legal obligations: to comply with legal and regulatory obligations, such as record-keeping and responding to lawful requests from public authorities where required.
Consent: where we rely on your consent to process personal data for a specific purpose, such as certain types of marketing communications or optional cookies on our website, you have the right to withdraw that consent at any time.
How we use your personal data
We may use your personal data for the following purposes:
To provide quotations, confirm bookings and deliver carpet and upholstery cleaning services that you have requested.
To communicate with you about your enquiries, appointments, changes or updates to services, and to handle any issues or complaints.
To manage our business relationship with you, including billing, invoicing, payment processing, debt recovery where appropriate, and maintaining accurate customer records.
To improve and develop our services, including understanding customer needs, monitoring service quality and seeking feedback where appropriate.
To send you service-related information and, where permitted, relevant marketing communications. You can opt out of marketing at any time.
To comply with legal obligations and to establish, exercise or defend legal claims.
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 policy and where a lawful basis exists.
We may share data with service providers acting as data processors who perform services on our behalf, such as payment processing providers, IT support and hosting providers, secure data storage services, and communication or scheduling tools. These processors are only permitted to process your personal data in accordance with our instructions and must implement appropriate security measures.
We may also share personal data with professional advisers such as accountants or legal advisers where it is necessary for our legitimate interests and legal obligations.
In limited circumstances, we may be required to share personal data with public authorities or law enforcement where we are legally obliged to do so or where it is necessary to protect our rights, property or safety or that of others.
International transfers
Where any of our service providers or systems involve transfers of personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data, such as standard contractual clauses approved by relevant authorities or equivalent measures as required by law.
Data retention
We retain personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting or reporting requirements.
Customer account and service records are generally retained for a period that enables us to respond to queries, maintain accurate records of work carried out, and meet tax and regulatory obligations. Payment and invoicing records are kept for the periods required by financial and tax laws.
Where data is processed solely on the basis of your consent, and you withdraw that consent, we will cease processing for that purpose and will delete or anonymise the data unless we have another lawful basis to retain it.
Security of your personal data
We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include restricting access to personal data to those who need it for legitimate business purposes, using secure systems for storing electronic information, and ensuring that our processors apply suitable security measures.
While we take reasonable steps to safeguard your personal data, no method of transmission or storage is completely secure. You should also take appropriate measures to protect your own information when communicating with us.
Your data protection rights
Under data protection law, and subject to any applicable exemptions, you have the following rights in relation to your personal data:
Right of access: to request confirmation of whether we process your personal data and to receive a copy of that data, together with certain information about how it is processed.
Right to rectification: to request correction of inaccurate personal data and completion of incomplete data.
Right to erasure: to request deletion of your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other lawful basis for processing.
Right to restriction of processing: to request that we restrict the processing of your personal data in specific situations, such as while we are considering an objection you have raised.
Right to data portability: in certain cases, to receive the personal data you provided to us in a structured, commonly used and machine-readable format and to transmit it to another controller where technically feasible.
Right to object: to object to our processing of your personal data where we rely on legitimate interests or perform direct marketing. We will stop processing for direct marketing immediately and will consider any other objections in line with legal requirements.
Right to withdraw consent: where processing is based on your consent, you may withdraw that consent at any time. This will not affect the lawfulness of processing carried out before withdrawal.
You also have the right to lodge a complaint with a data protection supervisory authority if you believe your rights have been infringed.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or the services we provide. Any updated version will apply to all personal data held by us from the date of publication. We encourage you to review this policy periodically to stay informed about how we protect your personal data.
