Privacy Policy - Twickenham Cleaners

This Privacy Policy explains how Twickenham Cleaners collects, uses, stores, shares, and protects personal data in connection with cleaning services provided to customers in Twickenham and the surrounding area. It applies to all Twickenham Cleaners customers in the area, including residential and commercial clients, and to anyone who enquires about or receives our services. We are committed to handling personal data in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who This Policy Applies To

This policy applies to customers, prospective customers, tenants, landlords, business clients, suppliers, and any other individuals whose personal data we process while delivering cleaning services. By using our services, making an enquiry, or otherwise interacting with us, you acknowledge that your personal data may be processed as described in this policy.

2. Personal Data We Collect

We only collect personal data that is necessary for providing our services, managing our relationship with you, and meeting legal or operational obligations. The categories of data we may collect include:

Identity data: name, title, and any relevant business contact name.
Contact data: address, email address, telephone number, and service location details.
Service data: cleaning preferences, access instructions, booking history, service notes, and records of completed services.
Payment data: payment status, billing records, and transaction references. We do not intentionally store full card details unless necessary for a secure payment process managed by a payment provider.
Communication data: messages, complaints, feedback, and records of correspondence.
Technical data: limited information such as device or browser details if collected through digital enquiry forms or website tools, where applicable.
Special category data: we do not ordinarily seek special category data. If such information is voluntarily shared with us, for example to support access arrangements or health-related concerns, we will only process it where a lawful basis applies and where it is necessary and proportionate.

We do not knowingly collect more information than is needed for service delivery and administration.

3. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotes.
To arrange, deliver, and manage cleaning services.
To maintain service records and customer preferences.
To issue invoices, process payments, and handle account administration.
To communicate about appointments, service changes, or customer requests.
To deal with complaints, disputes, or quality issues.
To comply with legal, tax, accounting, and regulatory obligations.
To improve our services, internal processes, and customer experience.

We do not use your personal data for unrelated purposes or sell it to third parties. Any processing is carried out only to the extent necessary and in a fair and transparent manner.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of personal data. Twickenham Cleaners relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing bookings, providing cleaning services, and processing payment-related administration.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided your interests and rights do not override those interests. This may include managing service records, maintaining business operations, improving service quality, and responding to customer queries. We always consider whether the processing is necessary and whether it impacts your privacy.

Legal Obligation

We process certain data to comply with legal obligations, including tax, accounting, insurance, record-keeping, and responding to lawful requests from public authorities.

Consent

Where consent is required, such as for specific optional communications or for the use of particularly sensitive data not otherwise justified, we will request clear and informed consent. You may withdraw consent at any time, but this will not affect processing already carried out lawfully before withdrawal.

5. How We Share Personal Data

We may share personal data with trusted third parties, but only when necessary and only for legitimate business or legal reasons. These may include:

Payment service providers to process transactions securely.
Accounting or bookkeeping providers for financial administration.
IT and cloud service providers that support booking, storage, or communication systems.
Subcontractors or service partners involved in delivering cleaning services, where applicable.
Professional advisers such as lawyers, insurers, or auditors.
Public authorities where disclosure is required by law.

Any third party that processes personal data on our behalf does so under a contract that includes appropriate confidentiality, security, and data protection obligations. We do not allow processors to use personal data for their own purposes.

6. International Transfers

Where personal data is transferred outside the UK, we ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent legal protections. We take reasonable steps to ensure that any overseas processing offers a similar level of protection to that required under UK GDPR.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, reporting, or contractual requirements. Retention periods may vary depending on the type of information and the reason it is held.

Customer and service records: retained for the duration of the customer relationship and for a reasonable period afterwards to deal with queries, complaints, and continuity of service.
Financial and invoicing records: retained for the period required by tax and accounting laws.
Correspondence and complaints: retained for as long as needed to resolve the issue and maintain appropriate business records.
Marketing consent records: retained until consent is withdrawn or the information is no longer needed.

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

8. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, limited staff access, password protection, and supplier due diligence. While no system can be guaranteed to be completely secure, we take data security seriously and review our safeguards regularly.

9. Your Rights

As a data subject, you have a number of rights in relation to your personal data. Subject to legal conditions and exemptions, these rights may include:

The right of access: to request a copy of the personal data we hold about you.
The right to rectification: to ask us to correct inaccurate or incomplete information.
The right to erasure: to request deletion of your personal data where it is no longer needed or where other legal grounds apply.
The right to restrict processing: to ask us to limit how we use your data in certain circumstances.
The right to object: to object to processing based on legitimate interests or direct marketing.
The right to data portability: to receive certain data in a structured, commonly used format where applicable.
The right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed. We encourage you to raise concerns with us first so that we can try to resolve matters promptly and fairly.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidentally included in service-related communications or property access arrangements. Where such information is received, we will handle it carefully and only for the limited purpose for which it was provided.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, operational practices, or service arrangements. Any updated version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how we process personal data.

12. Summary of Our Commitment

Twickenham Cleaners is committed to respecting privacy, processing data lawfully, and only using personal data where it is needed for service delivery, legitimate business purposes, or legal compliance. We aim to be transparent, proportionate, and accountable in all data handling activities. If you use our services in Twickenham or the surrounding area, this policy explains how your information is managed and what rights you have under data protection law.

Last updated: 2026