Privacy Policy

Cleaner Ephant and Castle Privacy Policy

This Privacy Policy explains how Cleaner Ephant and Castle collects, uses, stores and protects personal data relating to its customers. It applies to all Cleaner Ephant and Castle customers within our service area and to anyone who interacts with us in connection with our cleaning services.

Who We Are and Scope of This Policy

Cleaner Ephant and Castle provides cleaning services to residential and commercial customers in the local area. For the purposes of applicable data protection laws, including the UK General Data Protection Regulation and the EU General Data Protection Regulation where relevant, Cleaner Ephant and Castle is the data controller in relation to the personal data described in this Privacy Policy.

This Privacy Policy applies to all Cleaner Ephant and Castle customers in our service area, as well as prospective customers who contact us to inquire about our services.

Types of Personal Data We Collect

We may collect and process the following categories of personal data about you:

Identification and contact details: name, address, service address if different, and preferred contact details such as postal address or other contact channels you choose to use.

Service and booking information: details of cleaning services requested, dates and times of appointments, access instructions, special requirements regarding your property, and records of your communications with us.

Billing and payment information: information relating to invoices, payments made, payment method used and basic transaction records maintained for accounting purposes. We do not store full payment card details when third party payment providers are used.

Usage and interaction data: information about how you communicate with us, such as the content and timing of email or message correspondence and notes of telephone conversations where applicable.

Technical information: limited technical data that may be provided when you visit our website or use online forms, such as your device type and basic log information, where this is necessary to operate and secure our online services.

How We Collect Your Data

We collect personal data directly from you when you contact us to request a quote, make a booking, ask a question, or provide feedback. We may also collect data when you complete forms on our website, when you communicate with us by phone or through other communication channels, and when you engage with us during the provision of cleaning services at your premises.

In some cases, we may receive your details from a third party who has referred you to us or booked our services on your behalf, for example a landlord, property manager or relative. In such cases, we will inform you of the source of your data where required by law.

Lawful Bases for Processing Your Data

We only process your personal data when we have a lawful basis under data protection law. Depending on the context, we may rely on the following lawful bases:

Contract: where processing is necessary to enter into or perform a contract for cleaning services with you, such as handling quotations, managing bookings, providing cleaning services and processing payments.

Legal obligation: where we must process certain information to comply with legal and regulatory requirements, including tax and accounting obligations and responding to lawful requests from public authorities.

Legitimate interests: where processing is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. This may include managing our relationship with you, improving our services, handling customer queries and complaints, and maintaining the security of our business and systems.

Consent: in limited circumstances, we may ask for your consent to process your data for a specific purpose, for example to send you certain types of marketing communications. When we rely on consent, you have the right to withdraw it at any time.

How We Use Your Personal Data

We may use your personal data for the following purposes:

To provide and manage cleaning services, including handling enquiries, issuing quotations, confirming bookings, attending at your premises and arranging follow up visits.

To communicate with you about your bookings, service updates, changes to our terms or this Privacy Policy, and other information directly related to the services you receive.

To process payments, issue invoices, manage refunds where applicable and maintain accurate financial and transaction records.

To respond to questions, feedback or complaints and to resolve any issues that arise in relation to the services we provide.

To manage our business operations, including service planning, staff scheduling, quality control, training, and business reporting.

To protect our rights, property and safety and that of our customers, staff and others, including detecting and preventing fraud and ensuring site and data security.

Where permitted, to send you information about our services that may be of interest to you and to invite you to provide feedback that helps us improve our offering.

Data Retention and Storage

We keep your personal data only for as long as is reasonably necessary for the purposes set out in this Privacy Policy, and to comply with our legal, tax and accounting obligations.

In general, customer records relating to the provision of services and associated transaction records are retained for a period that aligns with applicable limitation periods and statutory retention requirements for financial and tax records. After these periods expire, data is securely deleted, anonymised or archived where continued storage is required for legal or regulatory reasons.

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage.

Sharing Your Data and Use of Processors

We do not sell your personal data. We may share limited personal data with trusted third parties where this is necessary to provide our services or to meet our legal obligations.

Service providers and processors: we may engage third party companies to act as data processors on our behalf. These may include providers of payment processing services, cloud storage and hosting providers, providers of scheduling or customer management tools, and professional advisers such as accountants. These processors are only permitted to process your personal data in accordance with our instructions and for specified purposes, and they are required to implement appropriate security measures.

Professional and legal advisers: we may share information with professional advisers, insurers and legal representatives where necessary to obtain advice, manage disputes or handle insurance matters.

Authorities: we may disclose your personal data where required to do so by law or where we believe such disclosure is necessary to protect our rights or the safety of our customers, staff or others.

Where personal data is transferred outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place in accordance with data protection law.

Your Data Protection Rights

Subject to certain conditions and exceptions, you have the following rights in relation to your personal data:

Right of access: you have the right to request confirmation as to whether we process your personal data and to obtain a copy of that data along with certain information about how it is used.

Right to rectification: you have the right to request correction of any inaccurate or incomplete personal data we hold about you.

Right to erasure: in certain circumstances, you may request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and no other lawful basis applies.

Right to restriction: you may request that we restrict the processing of your personal data in specific situations, for example while we are reviewing a request for rectification or objection.

Right to object: you may object to our processing of your personal data where we rely on legitimate interests as the lawful basis. We will stop the processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or where processing is required for legal claims.

Right to data portability: in certain cases, you may request that we provide you or a third party with a copy of your personal data in a structured, commonly used and machine readable format.

Where we rely on your consent for processing, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or data protection practices. Any updated version will apply to all Cleaner Ephant and Castle customers in our service area from the date it is made available.

You should review this Privacy Policy periodically to stay informed about how we handle your personal data.