Privacy Policy - Endoftenancy Cleaners

This Privacy Policy explains how Endoftenancy Cleaners collects, uses, stores, shares, and protects personal data. It applies to all Endoftenancy Cleaners customers in area and to anyone who uses our services, requests a quote, or otherwise interacts with us in connection with our cleaning services.

We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out the types of information we may collect, the reasons we process it, the lawful bases we rely on, how long we keep it, the third parties that may process it on our behalf, and the rights available to you.

1. Information We Collect

We only collect personal data that is relevant and necessary for providing our services, managing customer relationships, meeting legal obligations, and improving our operations. The information we may collect includes:

Identity details: full name, title, and any account or booking reference.
Contact details: email address, telephone number, service address, and billing address where relevant.
Service information: details of the property, requested cleaning services, preferred dates and times, access instructions, and service notes.
Payment information: records of payments made, payment status, and limited transaction details. We do not store full card details unless a secure payment provider requires them for processing.
Communication records: emails, messages, call notes, and customer service interactions.
Technical information: limited data such as IP address, device type, and browsing activity if you engage with our online systems.
Feedback and reviews: opinions, complaints, satisfaction comments, or service ratings you provide.

We generally collect data directly from you. In some cases, we may receive information from a landlord, letting agent, property manager, or another person acting on your behalf when arranging a service. If you provide information about another person, you should ensure that you have permission to do so.

2. How We Use Your Data

Endoftenancy Cleaners uses personal data only for legitimate business purposes and to deliver our services effectively. We may process your information for the following purposes:

to provide quotes, confirm bookings, and deliver cleaning services;
to manage customer accounts and service records;
to communicate about appointments, updates, changes, or service issues;
to issue invoices, process payments, and handle refunds where appropriate;
to respond to queries, complaints, or requests;
to maintain business records and comply with legal, tax, and accounting duties;
to improve our services, quality control, and customer experience;
to prevent fraud, misuse, or unlawful activity;
to establish, exercise, or defend legal claims.

We do not use your personal data for purposes that are incompatible with the reasons it was collected, unless we have a valid lawful basis to do so and, where required, we notify you.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. The lawful bases we rely on are:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging cleaning services, managing bookings, providing the service itself, and handling payment-related administration.

Legal Obligation

We may process data when we need to comply with legal requirements, such as record-keeping, tax obligations, accounting duties, or responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is reasonably necessary for our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. This may include service improvement, administrative efficiency, customer support, fraud prevention, and internal record management.

Consent

In limited situations, we may rely on your consent, for example for certain optional marketing communications or non-essential cookies where applicable. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Sharing and Processors

We do not sell personal data. However, we may share information with carefully selected third-party service providers who act as data processors and help us run our business. These processors may only act on our instructions and must protect your data appropriately.

Examples of processors or recipients may include:

Payment service providers: to process card or online payments securely.
Accounting and bookkeeping providers: to manage invoices, receipts, and financial records.
IT and cloud storage providers: to store data, manage systems, and maintain security.
Customer management software providers: to organise bookings, communications, and service logs.
Professional advisers: such as accountants, insurers, or legal advisers where necessary.
Regulators or public authorities: where disclosure is required by law.

Where processors handle personal data on our behalf, we require them to apply appropriate technical and organisational security measures. We only share the minimum information necessary for the specific task.

5. International Transfers

If any service provider processes data outside the UK or the European Economic Area, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms recognised by applicable data protection law.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including for legal, accounting, or reporting obligations. The retention period will depend on the type of information and the reason for processing.

Booking and service records: kept for a reasonable period to manage customer history, disputes, and repeat service requests.
Financial and tax records: retained for the period required by law.
Communication records: kept as needed to handle queries, complaints, and evidence of instructions.
Marketing preferences: retained until you withdraw consent or object, where applicable.

When data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention procedures.

7. Security of Personal Data

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted sharing with processors.

While we work hard to protect your information, no system can be guaranteed to be completely secure. If a personal data breach occurs and it presents a risk to your rights and freedoms, we will take the steps required by law, including notifying the relevant authority and affected individuals where necessary.

8. Your Rights

Depending on the circumstances and applicable law, you may have the following rights regarding your personal data:

Right of access: to request a copy of the personal data we hold about you.
Right to rectification: to ask us to correct inaccurate or incomplete data.
Right to erasure: to request deletion of your data in certain situations.
Right to restriction: to ask us to limit processing in certain cases.
Right to object: to object to processing based on legitimate interests, including direct marketing.
Right to data portability: to receive certain information in a structured, commonly used format.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will respond within the timeframes required by law unless an extension is permitted.

9. Automated Decision-Making

We do not make decisions about you based solely on automated processing that produce legal or similarly significant effects. If this changes, we will update this policy and provide the necessary information about the logic involved, the significance of the decision, and your rights.

10. Children

Our services are intended for adults arranging cleaning services for properties. We do not knowingly collect personal data from children for direct service purposes. If we become aware that we have inadvertently collected such data, we will take appropriate steps to delete it where required.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, our services, or our processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically to stay informed about how we protect your personal data.

12. Summary of Our Commitments

In summary, Endoftenancy Cleaners will only collect data that is needed, process it under a valid lawful basis, keep it no longer than necessary, and share it only with trusted processors or where required by law. We aim to handle all customer information with care, confidentiality, and respect for your rights. Your privacy matters to us, and we are committed to maintaining compliance with data protection law in all our operations.