Pimlico Carpet Cleaners Privacy Policy

This Privacy Policy explains how Pimlico Carpet Cleaners collects, uses, stores and shares personal data about its customers. It applies to all Pimlico Carpet Cleaners customers in our service area, whether you contact us online, by post, or in person, and whether you are a private individual or acting on behalf of a business.

We are committed to protecting your privacy and handling your information in a fair, lawful and transparent way in accordance with the UK General Data Protection Regulation and applicable data protection laws.

Who we are and scope of this policy

Pimlico Carpet Cleaners is a carpet and upholstery cleaning service operating within its designated service area. For the purposes of data protection law, Pimlico Carpet Cleaners is the data controller for the personal data described in this policy. This means we decide how and why your personal data is processed.

This Privacy Policy covers personal data relating to our customers, prospective customers, and individuals who contact us with enquiries or feedback about our services.

Types of personal data we collect

We only collect personal data that is relevant to providing and managing our services. The categories of personal data we may collect include:

Identification and contact details such as your name, address, service address, and preferred contact details.

Booking and service details such as dates and times of appointments, information about the areas or items to be cleaned, access instructions, and any specific requirements or notes you provide.

Billing and payment information such as records of services purchased, payment status, and basic payment references. We do not store full payment card details; where card payments are taken, these are processed by a secure payment processor.

Communication records such as emails, letters, messages, and notes relating to your enquiries, quotations, bookings, feedback, or complaints.

Technical and usage data where you visit our online pages, which may include device information, approximate location, and how you navigate our content, collected through basic analytics tools or server logs.

Sensitive or special category data is not intentionally collected. If you choose to share such information with us, we will only use it for the purpose for which you provided it, and only where a lawful basis applies.

How we collect your personal data

We collect personal data in the following ways:

Directly from you when you contact us to request information, a quotation, or a booking; when you communicate with us by phone, post or online; or when you provide feedback or make a complaint.

From third parties acting on your behalf for example, when a landlord, tenant, property manager or relative arranges cleaning services for you and provides us with necessary contact and service details.

Automatically, where permitted, through limited technical data such as server logs and analytics relating to visits to our online pages.

Lawful bases for processing your data

We process your personal data only where we have a valid lawful basis under data protection law. The main lawful bases we rely on are:

Contract: We process your personal data in order to provide our services, manage your bookings, respond to your requests, and fulfil our contractual obligations to you, or to take steps at your request before entering into a contract.

Legal obligation: We may process your data where necessary to comply with legal and regulatory obligations, such as tax and accounting requirements.

Legitimate interests: We may process personal data where it is necessary for our legitimate business interests, provided these are not overridden by your interests or fundamental rights. This may include administering and improving our services, managing our relationship with you, handling queries, and protecting our business from fraud or misuse.

Consent: In limited cases, we may rely on your consent, for example for certain types of optional marketing communications. Where consent is used, you can withdraw it at any time as explained below.

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 taking bookings, planning and carrying out visits, and handling follow-up questions.

To communicate with you about your bookings, including confirmations, reminders, changes, or cancellations.

To respond to your enquiries, provide quotations, and handle feedback or complaints.

To manage billing and payments, maintain accurate records, and meet our accounting and tax obligations.

To improve our services, internal processes, and customer experience, including through basic analysis of how our services are used.

To protect our business and our customers, including verifying identity where necessary, preventing misuse of services, and establishing, exercising or defending legal claims.

Data retention and storage

We keep your personal data only for as long as necessary to fulfil the purposes described in this policy, and to meet any legal, accounting or reporting requirements.

Typically, we retain booking and billing records, along with relevant contact details, for a period that aligns with applicable limitation periods for legal claims and statutory obligations. Communication records are retained for a reasonable period to allow us to manage our relationship with you, respond to queries, and keep evidence of our interactions where needed.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer be linked to you.

Data processors and sharing your information

In some cases we use trusted third parties to help us deliver our services and operate our business. These third parties act as data processors and only process personal data on our instructions, under a written contract, and in accordance with data protection law.

Examples of such processors and third parties include:

Payment processing providers who handle card or electronic payments on our behalf.

Accounting or bookkeeping services who assist with financial record keeping.

IT and hosting service providers who support our systems, backups and data storage.

Communication and scheduling tools used to manage appointments and contact with customers.

We may also share personal data where necessary with professional advisers such as legal or tax advisers, and with law enforcement or regulatory authorities where we are required or permitted to do so by law.

We do not sell your personal data. Where any transfers of data outside the United Kingdom or European Economic Area are necessary through our service providers, we will ensure appropriate safeguards are in place to protect your information in accordance with data protection law.

Your data protection rights

Under data protection law, you have a number of rights regarding your personal data. These rights are subject to certain conditions and exemptions, but we will always consider and respond to your requests in line with legal requirements.

Right of access: You have the right to request confirmation that we process your personal data and to receive a copy of the personal data we hold about you.

Right to rectification: You have the right to ask us to correct any inaccurate or incomplete personal data we hold about you.

Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected and we have no legal obligation to retain it.

Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, such as where you contest the accuracy of the data or object to our legitimate interests.

Right to data portability: Where our processing is based on consent or contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine-readable format, and to request that it is transmitted to another controller where technically feasible.

Right to object: You have the right to object to our processing of your personal data where we rely on legitimate interests, including profiling related to those interests. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests or we need to process the data for legal claims.

Right to withdraw consent: Where we process your personal data based on your consent, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before you withdraw consent.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are concerned about how your personal data is being handled. We encourage you to contact us first so we can try to resolve your concerns.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include limiting access to personal data to those who need it to perform their duties, using secure storage solutions, and maintaining reasonable safeguards in our day-to-day operations.

While we work hard to protect your information, no method of transmission or storage is completely secure. You should take care when sharing personal data with us and keep your own devices and communications secure.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements or how we handle personal data. Any significant changes will be explained in a revised version of this policy. The updated version will apply from the date it is made available.

We encourage you to review this Privacy Policy periodically so that you remain informed about how we protect your personal data.