Privacy Policy
Marylebone Carpet Cleaners Privacy Policy
This Privacy Policy explains how Marylebone Carpet Cleaners collects, uses, stores and shares personal data about its customers and potential customers within our service area. It is intended to comply with the UK General Data Protection Regulation and the EU General Data Protection Regulation, where applicable, as well as relevant data protection laws. By using our carpet cleaning and related services, or by contacting us about our services, you acknowledge that you have read and understood this Privacy Policy.
Scope of this Privacy Policy
This Privacy Policy applies to all customers and prospective customers of Marylebone Carpet Cleaners within our service area who interact with us by phone, in person, through online enquiries, through social media channels, or by any other means. It also applies to individuals who act on behalf of our business customers, such as property managers, landlords and commercial clients.
Personal Data We Collect
We collect and process different categories of personal data depending on how you interact with us and the services you request. The types of data we may collect include:
Identification and contact details such as name, title, address, property access details, billing address, and other contact information needed to communicate with you and provide our services.
Booking and service information such as dates and times of appointments, details about the property or premises, the type of cleaning services requested, notes on access instructions, and before or after service information you provide.
Payment and transaction information such as payment method details used to complete a transaction, partial card information where relevant, payment status and records of invoices and receipts. We do not store full card details where this is handled by a secure payment processor.
Communication records such as emails, messages, and records of telephone calls or enquiry forms relating to bookings, quotes, complaints, feedback or other customer service interactions.
Marketing preferences such as your preferences about receiving marketing communications and information about promotions or services.
Technical or usage information where you use our website, such as approximate location, device type and information about how you interact with our site. This may include the use of cookies or similar technologies where permitted by law and your browser settings.
How We Collect Personal Data
We collect personal data directly from you when you request a quote, make a booking, contact us with a question or complaint, provide feedback, or communicate with us in any other way. We may also receive personal data from third parties, for example from landlords, property managers, letting agents or commercial partners who arrange cleaning on your behalf, or from payment service providers that confirm payment status.
Lawful Bases for Processing
Marylebone Carpet Cleaners only processes your personal data when there is a lawful basis under data protection law. Depending on the circumstances, we may rely on the following lawful bases:
Contract: We process personal data to enter into and perform a contract with you, including to provide cleaning services, manage bookings, take payment, issue invoices and communicate about your appointments.
Legal obligation: We may process certain personal data where it is necessary to comply with legal and regulatory requirements, such as tax, accounting and record keeping obligations or responding to lawful requests from authorities.
Legitimate interests: We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This can include managing and improving our services, handling queries and complaints, preventing fraud, ensuring the security of our staff and customers, and conducting limited direct marketing to existing customers.
Consent: In some cases we rely on your consent, for example where required for specific marketing communications or for certain cookies or similar technologies. Where we rely on consent, you have the right to 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 services, including scheduling and completing carpet cleaning and related services, accessing your property, and tailoring our work to your requirements.
To communicate with you, including confirming bookings, sending reminders, updating you on changes to appointments, responding to enquiries and providing customer support.
To process payments, issue invoices, manage refunds where applicable, and maintain accurate financial records.
To manage our relationship with you, including asking for feedback, informing you about important changes to our terms or policies, and keeping records of your service history.
To improve our services and operations, including monitoring performance, training staff, analysing patterns in bookings and enquiries, and developing new services.
To conduct direct marketing to existing or previous customers, where permitted, such as informing you about offers, seasonal services or related cleaning services. You can object to this at any time.
To protect our business, staff and customers, including addressing complaints, preventing misuse of our services, and cooperating with law enforcement or regulatory authorities where legally required.
Data Retention
We retain personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy, including for the purposes of satisfying any legal, accounting or reporting requirements. The length of time we keep your personal data depends on the type of information and the reason for processing it.
Customer and booking records are generally kept for a period that allows us to manage our relationship with you, handle any queries or complaints, and meet tax and accounting obligations. Financial records, including invoices and transaction records, are typically retained for the period required by law.
Where we no longer have a lawful basis to keep your personal data, or where it is no longer necessary for the purposes for which it was collected, we will securely delete, anonymise or otherwise remove it from our systems.
Data Sharing and Processors
We may share your personal data with trusted third parties who act as data processors on our behalf. These service providers are only allowed to process your personal data in accordance with our instructions and for the purposes set out in this Privacy Policy, and they must implement appropriate security measures.
Categories of such processors may include payment service providers that process your payments, accounting and bookkeeping service providers, customer relationship management or booking software providers, digital storage and cloud hosting providers, and providers of communication tools used to send appointment confirmations or service updates.
We may also share personal data with professional advisers such as auditors or legal advisers, and with public authorities or law enforcement agencies where required by law or to protect our rights, property or safety, or the rights, property or safety of others.
We do not sell your personal data to third parties. If Marylebone Carpet Cleaners is involved in a business restructuring, such as a merger or transfer of business, personal data may be transferred as part of that process in accordance with data protection laws.
International Transfers
Where our service providers or their systems are located outside the United Kingdom or European Economic Area, or where data is accessed from such locations, we take steps to ensure that an adequate level of protection is in place. This may include using standard data protection clauses or relying on other safeguards that comply with applicable data protection laws.
Data Security
We take the security of your personal data seriously. We implement appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include restricting access to personal data to staff and contractors who need it for their work, training relevant staff on data protection, and using secure systems and security settings for digital records.
Your Data Protection Rights
Under data protection laws, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These may include the following rights:
The right of access, which allows you to request a copy of the personal data we hold about you and information about how we process it.
The right to rectification, which allows you to request correction of inaccurate or incomplete personal data.
The right to erasure, sometimes called the right to be forgotten, which allows you to request deletion of your personal data in certain circumstances.
The right to restrict processing, which allows you to request that we limit how we use your personal data in certain situations.
The right to data portability, which allows you, in certain circumstances, to receive the personal data you have provided to us in a structured, commonly used and machine readable format and to request that we transmit it to another controller.
The right to object, which allows you to object to processing based on our legitimate interests and to object at any time to the use of your personal data for direct marketing.
Where processing is based on consent, you also have the right to withdraw that consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.
If you wish to exercise any of these rights, you can contact us using the contact details available on our usual customer communications or website. We may need to verify your identity before responding to your request.
Complaints
If you have concerns about how Marylebone Carpet Cleaners handles your personal data, you are encouraged to contact us in the first instance so that we can try to resolve your concerns. You also have the right to lodge a complaint with the relevant data protection supervisory authority in your country, or with the UK data protection authority if you are in the United Kingdom.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time, for example to reflect changes in our services, technologies, legal requirements or business practices. Any changes will be published in the latest version of this Privacy Policy, and the updated version will apply from the date of publication. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.
