Kensington Carpet Cleaners Privacy Policy
This Privacy Policy explains how Kensington Carpet Cleaners collects, uses, stores and protects personal data relating to our customers and prospective customers in our service area. It also describes your rights under the UK General Data Protection Regulation and the Data Protection Act 2018, and how you can exercise those rights.
This Privacy Policy applies to all Kensington Carpet Cleaners customers and enquiries within our operating area, including those who contact us by phone, in person or through online and offline channels.
Data Controller
The data controller is Kensington Carpet Cleaners. This means we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection laws.
Personal Data We Collect
We may collect and process the following categories of personal data about you, depending on how you interact with us and which services you use:
Identification and contact details, such as your name, title, postal address, service address, billing address and contact preferences.
Communication details, including information you provide when you contact us by telephone, through forms, by post, or via any other communication method, and records of those communications.
Service-related information, such as details of the property areas to be cleaned, types of flooring or furnishings, access instructions, before and after job notes, and any special requirements you tell us about.
Booking and transaction information, including service dates and times, booking history, invoice and payment history, and basic payment status information. We do not store full card details; card payments, where used, are processed by third-party payment providers acting as our processors.
Technical and usage data, where relevant, such as basic device or browser information and general website usage statistics, collected through our website to help us improve our services. This may include IP address, approximate location and pages visited.
Feedback and reviews, including comments, ratings, testimonials and any other information you choose to provide about our services.
Lawful Basis for Processing
We process your personal data only where we have a lawful basis under the GDPR. Depending on the context, this may include:
Contract. We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This covers activities such as handling enquiries, providing quotes, confirming bookings, delivering cleaning services and managing payments.
Legal obligation. We process personal data where necessary to comply with legal obligations, such as maintaining appropriate business records, accounting and tax reporting.
Legitimate interests. We may process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This can include managing and improving our services, training staff, preventing fraud, safeguarding our equipment, and maintaining accurate business and customer records.
Consent. In some cases, we rely on your consent, for example for certain types of marketing communications where consent is required. Where we rely on consent, you can withdraw it at any time, without affecting the lawfulness of any processing based on consent before its withdrawal.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To respond to enquiries, provide quotes, and arrange appointments or bookings.
To deliver our carpet cleaning and related services at your property, including any follow-up visits or aftercare where agreed.
To manage invoicing, payment collection and accounting processes.
To communicate with you about your bookings, including confirmations, reminders, updates and any changes to services.
To manage customer relationships, including handling complaints, resolving issues, gathering feedback and improving our services.
To keep appropriate business and financial records and to comply with legal and regulatory requirements.
To protect our rights, property and safety, and that of our staff, customers and others, for example in connection with suspected fraud or misuse of our services.
To send you information about our services, promotions or updates, where permitted by law and, where required, where you have given your consent. You can opt out of receiving marketing communications at any time.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with trusted third parties that act as data processors on our behalf or in limited cases as independent controllers. These may include:
Payment service providers that process card payments or online transactions on our behalf.
IT and systems providers that host or support our customer management, booking or accounting systems.
Professional advisers such as accountants or legal advisers, where necessary for the services they provide to us.
Couriers or delivery services, if we need to send or collect equipment or materials in connection with your booking.
Regulatory, law enforcement or public authorities, where we are legally required to do so or where this is necessary to establish, exercise or defend legal claims.
Where third parties act as our processors, they are only permitted to process your personal data in accordance with our instructions, for the purposes we specify, and must implement appropriate security measures.
International Transfers
Where any of our service providers or their systems are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data, such as standard contractual clauses or equivalent measures, in accordance with data protection laws.
Data Retention
We keep your personal data only for as long as is necessary for the purposes for which it was collected, and to meet any legal, accounting or reporting requirements.
In general, we retain basic customer and transaction records for a period that allows us to respond to queries, manage ongoing relationships, comply with tax and accounting rules and handle any potential legal claims. This will usually be up to six years after the end of our relationship with you, unless a longer period is required by law or is necessary in connection with legal proceedings.
Enquiry information from individuals who do not proceed to a booking may be kept for a shorter period, after which it will be securely deleted or anonymised.
When personal data is no longer needed, we will delete it or anonymise it in a secure manner.
Data Security
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 staff and service providers who need it for legitimate business purposes and who are subject to confidentiality obligations.
Your Data Protection Rights
Under the UK GDPR, you have a number of rights in relation to your personal data. These rights are subject to certain legal conditions and exemptions. They include:
Right of access. You have the right to obtain confirmation as to whether we process your personal data and, if so, to request a copy of that personal data and certain related information.
Right to rectification. You have the right to ask us to correct inaccurate or incomplete personal data we hold about you.
Right to erasure. You may request that we delete your personal data in certain circumstances, for example where the data is no longer necessary for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.
Right to restriction of processing. You may ask us to restrict the processing of your personal data in certain situations, such as where you contest the accuracy of the data or object to our processing.
Right to data portability. In some cases, you can request that we provide the personal data you have given to us in a structured, commonly used and machine-readable format and, where technically feasible, transmit it directly to another controller.
Right to object. You have the right to object, on grounds relating to your particular situation, to processing of your personal data based on our legitimate interests. You also have an absolute right to object to direct marketing at any time.
Rights related to consent. Where we rely on your consent, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before withdrawal.
If you wish to exercise any of these rights, please contact us using the contact methods you normally use for our services. We may need to verify your identity before fulfilling your request.
Complaints
If you have concerns about how we handle your personal data, we encourage you to contact us so that we can try to resolve the issue. You also have the right to lodge a complaint with the UK Information Commissioner’s Office or the data protection authority in your place of residence or work.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data or changes in legal requirements. Any updates will be made available through our usual communication channels. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.
