Pimlico Cleaners Privacy Policy

This Privacy Policy explains how Pimlico Cleaners collects, uses, stores and protects personal data belonging to its customers. It also explains the rights that individuals have under the United Kingdom General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Pimlico Cleaners customers within our service area, including those who contact us for enquiries, obtain quotations, book services or otherwise interact with us.

Who We Are and Scope of This Policy

Pimlico Cleaners operates cleaning and related services for residential and commercial customers within our designated service area. For the purposes of data protection law, Pimlico Cleaners is the data controller for the personal data described in this Privacy Policy. This means that we decide how and why your personal data is processed.

This Privacy Policy applies to all personal data we collect from or about our customers in the course of providing our services, whether the data is collected online, by telephone, in writing or in person.

Personal Data We Collect

We only collect personal data that is necessary for the provision and management of our services, for the fulfilment of legal obligations, or for our legitimate business interests. The categories of personal data we may collect include:

Identification and contact details, such as name, postal address, billing address, and other contact details required to communicate with you and provide services at your premises.

Service and account information, such as details of the premises to be cleaned, access instructions where applicable, details of specific cleaning requests or preferences, records of services provided, booking dates and times, and information regarding quotations and invoices.

Payment and transaction information, such as records of payments made for our services, payment method type and related accounting information. We do not retain full payment card details where payment is processed through a secure third-party payment processor.

Communication records, such as emails, written correspondence, and notes of telephone calls relating to your enquiries, bookings, feedback, or complaints.

Technical and usage data, where relevant, such as information about how you interact with any online forms or digital tools we may provide, to the extent that such data is necessary for providing and improving our services.

How and Why We Use Personal Data

We process your personal data only where we have a lawful basis to do so. The main purposes and corresponding lawful bases are as follows:

To provide and manage cleaning services. We use your identification, contact, and service information to arrange and deliver the services you request, manage bookings and schedules, and administer your account. The lawful basis is the performance of a contract or taking steps at your request before entering into a contract.

To manage payments and invoicing. We use payment and transaction information to process payments, issue invoices and receipts, and maintain financial records. The lawful basis is the performance of a contract and compliance with legal obligations relating to accounting and tax.

To respond to enquiries and provide customer support. We use your contact and communication data to respond to your questions, handle complaints, and provide general support. The lawful basis is the performance of a contract or our legitimate interests in providing effective customer service.

To improve and develop our services. We may use aggregated or pseudonymised data derived from your interactions with us to help improve our services, enhance quality assurance, and train staff. The lawful basis is our legitimate interests in developing and improving our business, provided such interests are not overridden by your rights and freedoms.

To comply with legal obligations. We may process your personal data where necessary to comply with laws and regulations, such as record keeping, responding to lawful requests from public authorities, and meeting health and safety requirements. The lawful basis is compliance with a legal obligation.

To protect our rights and prevent misuse. We may process relevant data to prevent or detect fraud, misuse of our services, or other unlawful activity, and to establish or defend legal claims. The lawful basis is our legitimate interests in protecting our business and legal rights.

Data Processors and Third Parties

We may share your personal data with carefully selected third parties who act as data processors on our behalf. These processors are engaged to perform specific functions under our instructions and are bound by contractual obligations to protect your data in a manner consistent with this Privacy Policy and applicable law.

Typical categories of processors include:

Information technology and system support providers, who help us operate and maintain our booking, scheduling, and communication systems.

Payment and accounting service providers, who process payments, support billing functions, and help us manage our financial records.

Professional advisers, such as accountants or legal professionals, to the extent that they require access to personal data in order to provide their services to us.

We do not sell your personal data to third parties. Where we are legally required to do so, we may share personal data with public or regulatory authorities, law enforcement bodies, or courts.

If we ever transfer personal data outside the United Kingdom or the European Economic Area, we will ensure appropriate safeguards are in place, such as adequacy decisions or standard contractual clauses, in accordance with data protection law.

Data Retention

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

Customer account and service information is normally retained for the duration of our relationship with you and for a reasonable period afterwards, to enable us to respond to queries, manage any disputes, and comply with record keeping obligations.

Financial and transactional data is retained for the period required by tax and accounting laws. Communication records may be retained for a period that allows us to track service history, manage complaints, and improve our services.

When data is no longer required, we will take steps to securely delete or anonymise it so that it can no longer be associated with an identifiable individual.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. Measures may include access controls, staff training on data protection and confidentiality, and the use of secure systems for storing and processing data.

While we take steps to safeguard your data, no system can be completely secure. You are responsible for ensuring that any personal data you provide to us is accurate and for notifying us of any changes to your contact details.

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 include:

The right of access. You have the right to obtain confirmation as to whether we process your personal data and to request a copy of the personal data we hold about you, along with information on how we use it.

The right to rectification. You have the right to request the correction of inaccurate personal data and the completion of incomplete data relating to you.

The right to erasure. In certain circumstances, you have the right to request that we delete your personal data. This is sometimes referred to as the right to be forgotten. This right is not absolute and may be subject to our need to retain data for legal or contractual reasons.

The right to restriction of processing. You may have the right to request that we restrict our processing of your personal data in certain situations, for example while we are verifying the accuracy of data or considering an objection you have raised.

The right to object. Where we rely on legitimate interests as our lawful basis, you have the right to object to our processing of your personal data, on grounds relating to your particular situation. We will stop processing your data unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or where processing is necessary for legal claims.

The right to data portability. In some cases, you have the right to receive personal data you have provided to us in a structured, commonly used, machine readable format and to request that we transfer it to another controller, where technically feasible.

The right to withdraw consent. Where we rely on your consent as the lawful basis for processing, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.

How to Exercise Your Rights and Complaints

If you wish to exercise any of your data protection rights or have questions about how we handle your personal data, you can contact us using the contact details provided on our main customer communications or invoices. We may need to verify your identity before responding to your request.

You also have the right to lodge a complaint with a data protection supervisory authority if you are dissatisfied with how we handle your personal data. We would, however, encourage you to contact us first so that we can try to resolve your concerns directly.

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 offer. Any changes will take effect when the updated Privacy Policy is made available to customers. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.