Privacy Policy - Hollandpark Cleaner

This Privacy Policy explains how Hollandpark Cleaner collects, uses, stores, shares, and protects personal data in connection with the cleaning services we provide. It applies to all Hollandpark Cleaner customers in the area, including individuals and households who request regular cleaning, one-off cleaning, end-of-tenancy cleaning, deep cleaning, or any related service. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Hollandpark Cleaner is the data controller for the personal data described in this policy. This means we decide how and why personal data is processed for the purpose of delivering our services, managing customer relationships, operating our business, and meeting legal obligations. We only collect the data necessary for these purposes and apply appropriate safeguards to keep it secure.

2. Information We Collect

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

Identity details, such as your name and title.
Contact details, such as your address, email address, and telephone number.
Service details, including property access instructions, cleaning preferences, appointment history, and customer notes relevant to service delivery.
Payment and billing information, such as invoice records, payment status, and transaction references. We do not store full card details where payments are processed securely by third-party providers.
Communication records, including emails, messages, complaints, feedback, and service updates.
Technical data, where applicable, such as basic website or device information if you interact with our digital services.

We normally collect personal data directly from you when you make an enquiry, book a service, confirm an appointment, or communicate with us. We may also receive data from third parties where necessary to deliver services, such as payment processors, business partners, or property managers acting on your behalf.

3. How We Use Personal Data

We use personal data only where we have a valid legal reason to do so. The main purposes for which we process personal data are:

to provide and manage cleaning services;
to schedule and confirm appointments;
to respond to enquiries and customer requests;
to issue invoices, process payments, and maintain financial records;
to record service preferences and access instructions;
to handle complaints, disputes, and service quality concerns;
to comply with legal, regulatory, tax, and accounting obligations;
to improve our operations, customer experience, and internal administration.

We use your information in a limited and purposeful way. We do not sell personal data and we do not use it for unrelated purposes without informing you and ensuring a lawful basis applies.

4. Lawful Basis for Processing

Under GDPR, we must identify a lawful basis for each type of processing activity. Hollandpark Cleaner relies on the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, delivering cleaning services, managing appointments, and handling billing related to the services you request.

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 can include maintaining customer records, improving service quality, preventing fraud, securing our operations, and resolving service issues. We always consider whether the processing is necessary and proportionate.

Legal Obligation

Some processing is required to comply with legal obligations, such as tax rules, accounting requirements, business recordkeeping, and responding to lawful requests from authorities.

Consent

In limited situations, we may rely on your consent, for example where specific optional communications or preferences require it. When consent is used, you can withdraw it at any time, and this will not affect processing carried out before withdrawal.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary for the operation of our business and the provision of services. These third parties act as processors or, in some cases, independent controllers. We require all processors to handle data securely, lawfully, and only on our instructions.

Examples of processors may include:

Payment providers that handle secure transactions;
Accounting or invoicing providers that help us manage financial records;
IT and cloud service providers that host data or support secure communications;
Customer management systems used for bookings and service administration;
Professional advisers, such as accountants or legal advisers, where necessary;
Subcontracted cleaners or operational partners, where relevant to service delivery and only to the extent needed.

We may also disclose personal data if required by law, court order, or other legal process. Where data is transferred outside the UK or EEA, we will ensure appropriate safeguards are in place.

6. 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, tax, and business requirements. Retention periods depend on the type of information and the purpose of processing.

In general:

Customer service records are retained for the duration of the relationship and for a reasonable period afterwards to address follow-up queries or disputes;
Financial and accounting records are kept for the period required by law;
Communication records are retained as needed to manage service history and resolve issues;
Security and technical logs are kept only as long as necessary for operational and security purposes.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. We do not keep data indefinitely.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and the use of reputable processors with appropriate security standards.

Although we take reasonable steps to protect your data, no system can be guaranteed completely secure. If a personal data breach occurs, we will assess the situation promptly and take action in line with our legal obligations.

8. Your Rights Under GDPR

You have rights regarding your personal data. Subject to legal limitations, these include:

Right of access – to request confirmation of whether we process your data and receive a copy of it;
Right to rectification – to ask us to correct inaccurate or incomplete data;
Right to erasure – to request deletion of your data in certain circumstances;
Right to restriction – to ask us to limit processing in certain cases;
Right to data portability – to receive certain data in a structured, commonly used format where applicable;
Right to object – to object to processing based on legitimate interests or direct marketing;
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

To exercise any of these rights, you may make a request using the relevant customer support channels. We may need to verify your identity before responding. We will respond within the time limits required by law.

9. Children’s Data

Our services are intended for adult customers and households. We do not knowingly collect personal data from children except where it is unavoidably included in household records or communications necessary for service provision. If we become aware that we have collected data improperly, we will take appropriate steps to delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. When we do so, we will make the revised version available and update the effective date where appropriate. We encourage customers to review this policy periodically so they remain informed about how personal data is handled.

11. Summary of Our Commitment

Hollandpark Cleaner respects your privacy and is committed to protecting your personal data. We collect only the information needed to provide and manage our services, rely on clear lawful bases for processing, keep data for no longer than necessary, use trusted processors under appropriate safeguards, and honour your GDPR rights. Our approach is designed to be transparent, proportionate, and accountable.