West Heath Carpet Cleaners Privacy Policy
This Privacy Policy explains how West Heath Carpet Cleaners collects, uses, stores, and protects personal data about customers and prospective customers. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act. This Privacy Policy applies to all West Heath Carpet Cleaners customers and prospective customers within our service area.
Who We Are
West Heath Carpet Cleaners is a carpet and upholstery cleaning business providing services to residential and commercial customers. For the purposes of data protection law, West Heath Carpet Cleaners is the data controller of the personal data described in this Privacy Policy. This means we determine the purposes and means of processing your personal information.
Personal Data We Collect
We collect and process different types of personal data depending on how you interact with us. This may include:
Identification and contact details such as name, address, service address, billing address, and any other relevant location information you provide.
Communication details such as your preferred contact method and content of communications you send to us, including queries, complaints, and feedback.
Booking and service information such as requested services, dates and times of appointments, access instructions, and notes relating to the condition of carpets, upholstery, or premises where necessary to perform our services.
Billing and payment information such as amounts charged, payment method, and basic transaction details. Where we use external payment processors, we do not receive or store full card details, and only limited transaction information is shared with us as necessary.
Technical and usage data such as basic information about how you contact us or use our website if applicable, including dates and times of contact and pages viewed. This may be collected using cookies or similar technologies where in use and permitted by law.
Marketing preferences such as whether you wish to receive marketing communications from us and how you prefer to be contacted.
How We Collect Your Data
We collect personal data in several ways, including:
Directly from you when you contact us by phone, in person, by post, or through any online form we may provide to request a quote, make a booking, or ask a question.
During the course of providing services when we visit your premises, including any relevant notes required to perform or reschedule work.
Through our website where applicable, including contact forms, quote forms, and basic usage information.
From third parties who act on your behalf, such as a family member, landlord, tenant, or managing agent who books a service for you or gives us your details with your knowledge.
Lawful Basis for Processing
We only process your personal data where we have a lawful basis to do so. Depending on the circumstances, this may include:
Contract: We process personal data to enter into and perform a contract with you, such as to provide carpet cleaning services, respond to your booking requests, issue invoices, and manage your account.
Legitimate interests: We process personal data for our legitimate business interests, provided these are not overridden by your rights and interests. This can include managing our business operations, handling enquiries, improving our services, training staff, and keeping records of communications.
Legal obligations: We process personal data to comply with applicable laws, such as tax and accounting requirements and obligations to cooperate with regulatory authorities and law enforcement when required.
Consent: In some cases, we rely on your consent, for example, where required for certain types of marketing or for optional cookies or similar technologies on our website. When we rely on consent, you can withdraw it at any time.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To provide and manage our cleaning services, including processing bookings, visiting your premises, and carrying out the work you have requested.
To communicate with you regarding quotes, bookings, changes to appointments, enquiries, or issues relating to our services.
To issue invoices, process payments, and maintain appropriate business and accounting records.
To manage customer relationships, address complaints, handle disputes, and provide ongoing customer support.
To improve our services, operations, and customer experience, including through training and quality monitoring.
To send you marketing or promotional information about our services where permitted or where you have given your consent, and to record your preferences about receiving such communications.
To meet our legal and regulatory obligations and to protect our rights, property, and safety, including in connection with legal claims.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with trusted third parties who act as data processors on our behalf. These processors only process your data in accordance with our documented instructions and under a contract that requires them to protect your information. Typical categories of processors include:
Payment service providers who process payments on our behalf.
IT and cloud service providers who host our systems, website, or electronic records.
Accountants and bookkeeping services that assist us with our financial records.
Communication service providers who support our phone, email, or messaging systems.
We may also share personal data where we have a legal obligation or are permitted by law to do so, for example with law enforcement, regulatory bodies, or professional advisers such as solicitors in connection with legal claims.
Data Retention
We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet any legal, accounting, or reporting requirements.
Booking and service records are typically retained for a period necessary to manage repeat work, warranties, and any disputes or complaints that may arise.
Financial and invoicing records are generally retained for the period required by tax and accounting laws.
Marketing contact details are retained while you continue to receive marketing communications from us and until you opt out or object, or until we determine that the information is no longer accurate or necessary.
When personal data is no longer needed, we will securely delete or anonymise it so that it can no longer be associated with you.
International Transfers
Where our use of cloud or IT service providers results in personal data being stored or accessed outside the United Kingdom, we will ensure that appropriate safeguards are in place. This may include using providers in countries that have been recognised as offering an adequate level of protection or using standard contractual clauses or similar safeguards approved by relevant authorities.
Security of Your Data
We take the security of your personal data seriously. We use reasonable technical and organisational measures to protect your information against accidental or unlawful destruction, loss, alteration, or unauthorised disclosure or access. These measures are proportionate to the nature of the data and the risks involved and are reviewed regularly to keep them appropriate.
Your Data Protection Rights
Under data protection laws, you have a number of rights in relation to your personal data. These include:
Right of access: You can request confirmation of whether we process your personal data and obtain a copy of the personal data we hold about you, together with certain information about how and why we process it.
Right to rectification: You can ask us to correct or update inaccurate or incomplete personal data.
Right to erasure: In certain circumstances, you can request that we delete your personal data. This is not an absolute right and may not apply where we have a legal obligation to retain the data or other lawful grounds for keeping it.
Right to restriction: You can ask us to restrict the processing of your personal data in certain circumstances, for example while we verify its accuracy or consider an objection you have raised.
Right to object: You can object to the processing of your personal data where we are relying on legitimate interests. You also have an absolute right to object to direct marketing at any time.
Right to data portability: In certain limited cases, you can request that we provide your personal data in a structured, commonly used, machine-readable format or ask us to transfer it to another controller where this is technically feasible.
Right to withdraw consent: Where we rely on your consent to process personal data, you may withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before you withdrew consent.
Exercising Your Rights and Complaints
If you wish to exercise any of your rights or have questions about how we handle your personal data, you can contact us using the details provided on our main customer communications or invoices. We may need to verify your identity before responding to your request.
You also have the right to lodge a complaint with the relevant supervisory authority for data protection if you are unhappy with how we handle your personal data. We encourage you to contact us first so that we can try to resolve any concerns.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. The updated version will be made available through our usual customer information channels and will indicate the date it was last revised. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.
