Marylebone Carpet Cleaning Privacy Policy

This Privacy Policy explains how Marylebone Carpet Cleaning collects, uses, stores, and protects your personal data. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Marylebone Carpet Cleaning customers and prospective customers within our service area, whether you contact us online, by message, or in any other way.

Data Controller

Marylebone Carpet Cleaning is the data controller in respect of the personal data we collect and use about you. As data controller, we decide why and how your personal data is processed and we are responsible for ensuring that such processing complies with applicable data protection laws.

Types of Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us. The main categories of data we may collect include:

Identification and contact details, such as your name, address, postcode, and any other location details needed to provide our services at your premises.

Communication details, such as your preferred contact method and the content of any messages or enquiries you send to us.

Service information, such as details about the property or area to be cleaned, the type and condition of carpets or upholstery, photos you choose to share with us to assess a job, and any special instructions or access information you provide.

Booking and transaction data, such as appointment dates and times, services requested, prices, and records of payments. We do not store full payment card details. Where card details are used, these are processed through secure payment processors.

Technical and usage data, where relevant, such as basic technical information from your use of our online forms or digital tools. This may include device type and general usage information necessary to operate and improve our services.

How We Collect Your Data

We may collect your personal data in the following ways:

Directly from you when you contact us to request a quote, make a booking, send an enquiry, or communicate with us in any way.

During the provision of services at your property, when we confirm details about the work required or record information about completed jobs.

From third party service providers acting on our behalf, for example providers that enable booking or payment processing, where they share necessary information with us to complete your order.

Lawful Basis for Processing

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

Contract: We process your personal data when it is necessary to enter into or perform a contract with you. This includes taking steps at your request before entering into a contract, such as providing quotes, confirming availability, and completing bookings.

Legal obligation: We may process your data where it is necessary to comply with our legal obligations, including record keeping, tax reporting, and responding to requests from competent authorities where required by law.

Legitimate interests: We may process your personal data where it is necessary for our legitimate business interests, and where your interests and fundamental rights do not override those interests. This may include ensuring the security of our operations, managing and improving our services, and handling queries, feedback, or complaints.

Consent: In limited cases, we may rely on your consent, for example for certain types of direct marketing messages where required by law. Where we rely on consent, you are free to withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide our carpet cleaning and related services, including handling booking requests, confirming appointments, attending your property, and carrying out the agreed work.

To communicate with you about your enquiries or bookings, such as confirming dates and times, advising of any changes, and responding to your questions.

To manage our business relationship with you, including invoicing, payment processing, record keeping, and customer service.

To improve our services, including monitoring performance, reviewing feedback, and enhancing the quality and efficiency of our operations.

To comply with legal and regulatory requirements and to establish, exercise, or defend legal claims if necessary.

Data Sharing and Processors

We do not sell your personal data. However, we may share your personal data with carefully selected third parties where necessary for the purposes set out in this Privacy Policy. These third parties act as data processors or, in some cases, separate controllers.

Typical categories of data processors include:

Payment processing providers that handle transactions on our behalf in a secure manner.

Booking or scheduling platforms that help us manage appointments and customer communications.

IT, hosting, and technology service providers that support our systems, databases, and digital tools.

Professional advisers, such as accountants or legal advisers, where necessary for our business operations and compliance with legal obligations.

When we use data processors, we ensure there is a written contract in place requiring them to process your personal data only on our instructions, to keep it secure, and to comply with applicable data protection laws.

International Transfers

Where any of our service providers or systems are located outside the United Kingdom or the European Economic Area, we take steps to ensure that your personal data is protected to a standard that is essentially equivalent to that provided in the UK. This may include using appropriate safeguards, such as standard contractual clauses approved by relevant authorities, and assessing the level of protection in the destination country.

Data Retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, including to meet any legal, accounting, or reporting requirements.

In general:

Customer and booking records are usually retained for a period that allows us to manage our ongoing relationship with you, respond to queries, and maintain accurate business records.

Financial records, including invoices and payment information, are retained for the period required by applicable tax and accounting laws.

Correspondence and enquiry information may be kept for a reasonable time to handle follow-up queries, improve our services, and maintain evidence of our communications if needed.

When personal data is no longer needed, we will securely delete or anonymise it.

Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include access controls, secure storage practices, and limiting personal data access to staff and processors who need it for legitimate business purposes and who are subject to confidentiality obligations.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, these rights may include:

Right of access: You can request confirmation of whether we process your personal data and obtain a copy of the personal data we hold about you.

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

Right to erasure: In some circumstances, you can ask us to delete your personal data, for example where it is no longer necessary for the purposes for which it was collected or where you have withdrawn consent.

Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain situations, such as when you contest its accuracy.

Right to data portability: Where 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 transmit it to another controller.

Right to object: You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, including objection to any direct marketing.

Right to withdraw consent: Where we rely on your consent, you may withdraw it at any time. This will not affect the lawfulness of processing before consent was withdrawn.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe that your data protection rights have been infringed.

Children

Our services are aimed at adults responsible for properties within our service area. We do not knowingly collect personal data relating to children and ask that individuals under the age of 18 do not provide personal data to us without the consent of a parent or guardian.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the services we provide. Any updates will be made available in the latest version of this Privacy Policy. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.

If you have any questions about this Privacy Policy or how we process your personal data, you can contact us using the details provided on our main customer information materials.