Privacy Policy - Brentford Carpet Cleaners

Brentford Carpet Cleaners is committed to protecting the privacy and personal data of all customers in our service area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when we provide carpet cleaning and related services. It applies to all Brentford Carpet Cleaners customers in the area, including anyone who requests a quote, books a service, receives a service, or otherwise communicates with us in connection with our work.

1. Who This Policy Applies To

This policy applies to all customers, prospective customers, and service users within the Brentford area who interact with Brentford Carpet Cleaners. It covers individuals who use our domestic or commercial cleaning services, request estimates, make enquiries, or have any ongoing relationship with us in connection with carpet, upholstery, or related cleaning services.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, managing our business, and meeting legal obligations. Depending on how you interact with us, we may collect the following categories of information:

Identity information such as your name and title.
Contact details including your address, phone number, and email address.
Service information such as property access details, cleaning requirements, appointment preferences, and notes related to your booking.
Payment information necessary to process transactions, issue invoices, or record payments. In most cases, payment card data is handled by secure third-party payment providers rather than stored directly by us.
Communication records including messages, call notes, complaint records, and correspondence relating to your enquiry or service.
Technical information may be collected if you contact us electronically, such as basic device or usage data where relevant to the tools we use.

We do not intentionally collect special category data unless it is necessary and you choose to provide it. If such information is ever shared with us, we will only process it where a lawful basis exists and where appropriate safeguards are in place.

3. How We Use Your Personal Data

We use personal data for specific, legitimate business purposes, including:

Providing quotes and responding to enquiries.
Scheduling, confirming, and delivering cleaning services.
Managing customer records and service history.
Processing payments, refunds, and invoicing.
Handling complaints, feedback, and service-related queries.
Meeting legal, tax, accounting, and regulatory requirements.
Improving the quality, efficiency, and safety of our services.
Maintaining business records and preventing fraud or misuse.

We will only use your personal data in ways that are compatible with the purpose for which it was collected, unless we have a lawful basis to use it for another compatible purpose.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis before processing personal data. Brentford Carpet Cleaners relies on the following lawful bases:

Contract

We process personal data where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes arranging quotes, bookings, completing services, and handling associated administration.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This includes maintaining business records, improving customer service, managing communications, and protecting our business from fraud or misuse.

Legal Obligation

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

Consent

In limited cases, we may rely on your consent, for example where you voluntarily agree to receive certain communications that are not necessary for service delivery. Where consent is used, you may withdraw it at any time.

5. Sharing Your Data and Processors

We do not sell personal data. However, we may share information with trusted third parties where necessary to operate our business and provide services. These third parties act as processors on our behalf or as independent controllers in limited cases.

Examples of processors may include:

Payment processors that securely handle card or electronic payments.
Booking and scheduling systems used to organise appointments and service records.
IT and cloud service providers that support our email, storage, and data management systems.
Accounting and invoicing providers used for financial administration.
Customer communication tools used to manage messages and service updates.

We require our processors to handle personal data securely, use it only on our instructions, and apply appropriate technical and organisational safeguards. Where data is shared with an independent third party, they will be responsible for their own compliance obligations.

6. International Transfers

Where any processor or service provider stores or accesses data outside the United Kingdom, we will take appropriate steps to ensure that your personal data remains protected. This may include using approved transfer mechanisms and contractual safeguards designed to maintain a level of protection consistent with UK data protection standards.

7. Data Retention

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

Customer service and booking records are generally retained for a reasonable period after the service is completed to handle follow-up questions, disputes, or quality issues.
Financial and invoicing records are retained for the period required by tax and accounting laws.
Communication records may be kept for a period needed to resolve queries or demonstrate service history.

When personal data is no longer required, we will delete it securely or anonymise it so it can no longer identify you.

8. Data Security

We take the protection of personal data seriously and use reasonable technical and organisational measures to help safeguard it against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and reviewing our data handling practices regularly.

No system can be completely secure, but we work to reduce risks and to respond appropriately if a data incident occurs.

9. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights may be subject to legal limitations and exemptions, but we will always consider and respond to your request appropriately.

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – in some circumstances, you can ask us to delete your personal data.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – where applicable, you can request certain data in a structured, commonly used format.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will need to verify your identity before responding. We aim to handle requests within the time limits required by law.

10. Cookies and Similar Technologies

If we use online tools that rely on cookies or similar technologies, these may be used to support site functionality, improve performance, or understand general usage patterns. Any such tools will be used in accordance with applicable law and, where required, with your consent. You can manage cookie settings through your browser or device preferences.

11. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children unless it is provided by a parent, guardian, or authorised adult in connection with a service request. If we become aware that we have collected data inappropriately, we will take steps to delete it where required.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. The most recent version will apply to your relationship with Brentford Carpet Cleaners. We encourage customers to review this policy periodically so they remain informed about how their data is used.

13. Summary of Our Commitment

Brentford Carpet Cleaners is committed to lawful, fair, and transparent processing of personal data. We collect only what we need, use it for clear business purposes, keep it only as long as necessary, and share it only with processors or other third parties where required. We also respect your rights and will handle any request for access, correction, deletion, or objection in line with applicable data protection law.

This Privacy Policy applies to all Brentford Carpet Cleaners customers in area.