Privacy Policy - Downham Carpet Cleaners

This Privacy Policy explains how Downham Carpet Cleaners collects, uses, stores, shares, and protects personal data when providing carpet cleaning and related services. It applies to all Downham Carpet Cleaners customers in the area, including prospective customers, current customers, and anyone who contacts us to request a quote, book a service, or ask about our work. We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Downham Carpet Cleaners acts as a data controller for the personal data we collect in connection with our services. This means we determine the purposes and means of processing personal information when delivering cleaning services, managing bookings, handling enquiries, and maintaining business records. We take our responsibility to protect privacy seriously and only process data where we have a valid reason to do so.

2. Personal Data We Collect

We collect only the information necessary to deliver our services effectively and professionally. The types of data we may collect include:

Identity details such as name.
Contact details such as address, telephone number, and email address.
Service details such as booking date, property access notes, areas requiring cleaning, and service preferences.
Payment information such as payment confirmation or transaction records, where applicable.
Communication records including messages, complaints, feedback, or notes from customer interactions.
Technical or usage information if data is collected through digital communication systems, such as enquiry timestamps or system logs.

We do not seek to collect special category data unless it is strictly necessary and legally permitted. If such information is provided to us incidentally, we will handle it with additional care and only use it where required for service delivery or legal compliance.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To schedule and deliver carpet cleaning and related services.
To manage customer accounts, appointments, and service records.
To process payments and maintain financial records.
To communicate with customers about bookings, changes, or service issues.
To handle complaints, disputes, or requests for follow-up work.
To maintain internal business records and improve service quality.
To comply with legal, tax, accounting, and regulatory obligations.

We only use your personal data for the purposes for which it was collected, unless we reasonably believe another compatible purpose applies or we are required by law to do otherwise.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis to process your personal data. Depending on the context, Downham Carpet Cleaners relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. For example, we need your name, address, and contact details to book and carry out a cleaning service.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This includes managing customer relationships, improving service delivery, preventing fraud, maintaining records, and responding to enquiries.

Legal Obligation

We may process and retain information where needed to comply with legal obligations, including tax, accounting, insurance, and regulatory requirements.

Consent

Where consent is required, we will ask for it clearly and separately. If we rely on consent for a particular use, you may withdraw it at any time. This will not affect processing already carried out before consent was withdrawn.

5. Data Sharing and Processors

We do not sell your personal data. However, we may share data with trusted third parties who support our business operations. These third parties act as processors when they process data on our behalf and under our instructions. Examples may include:

Payment processors used to handle card or online payments.
IT and cloud service providers that store communications, records, or backup data.
Accounting or bookkeeping providers that help us meet financial and tax obligations.
Scheduling or administrative service providers that help manage bookings and customer records.

We only share the minimum information required for these services, and we expect our processors to protect data appropriately and use it only for the agreed purpose. In some cases, we may also disclose information to legal, regulatory, or law enforcement authorities where required by law.

6. International Transfers

If any processor stores or accesses data outside the UK, we will ensure appropriate safeguards are in place to protect your personal data. These may include adequacy regulations, standard contractual clauses, or other legally recognised transfer mechanisms.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, and reporting requirements. Retention periods depend on the type of information involved:

Customer enquiries may be kept for a limited period if no booking is made.
Service records may be retained for as long as needed to manage repeat services, complaints, or warranty-related matters.
Payment and financial records are retained in line with legal and tax obligations.
Correspondence may be retained for a reasonable period to evidence decisions or resolve disputes.

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

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful management of third-party systems. While no method of transmission or storage is completely risk-free, we take reasonable steps to safeguard information.

9. Your Rights

As a data subject under GDPR, you have important rights regarding your personal data. Subject to legal exceptions, these rights include:

The right to be informed about how your data is used.
The right of access to request a copy of the personal data we hold about you.
The right to rectification to correct inaccurate or incomplete data.
The right to erasure, sometimes called the right to be forgotten, in certain circumstances.
The right to restrict processing in certain situations.
The right to data portability where processing is based on consent or contract and carried out by automated means.
The right to object to processing based on legitimate interests or direct marketing.
Rights relating to automated decision-making, although we do not normally make decisions based solely on automated processing.

If you wish to exercise any of these rights, we will respond within the legal time limits and may need to verify your identity before acting on your request.

10. Cookies and Similar Technologies

If we use digital tools that rely on cookies or similar technologies, these may be used for basic site functionality, performance monitoring, or security purposes. Where required, we will provide appropriate notice and obtain consent before placing non-essential cookies. Any such use will be limited and proportionate to the service provided.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updates will take effect when published. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Contact and Complaints

If you have concerns about how your data is used, you can raise them with us so that we can review and address the issue. You also have the right to complain to the UK Information Commissioner’s Office if you believe your data protection rights have been infringed. We would, however, appreciate the opportunity to resolve concerns directly where possible.

This policy is intended to be clear, lawful, and privacy-focused for all customers of Downham Carpet Cleaners in the area. It reflects our commitment to using personal data responsibly, transparently, and only where necessary.