Privacy Policy - Shirley Carpet Cleaners

This Privacy Policy explains how Shirley Carpet Cleaners collects, uses, stores, shares, and protects personal data. It applies to all Shirley Carpet Cleaners customers in the area, including anyone who requests a quote, books a service, receives a cleaning visit, or communicates with us about carpet cleaning, upholstery cleaning, stain removal, or related services.

We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018. This policy is designed to help customers understand what data we hold, why we use it, how long we keep it, and what rights individuals have in relation to their personal information.

1. Information We Collect

We collect only the information needed to provide our services effectively, manage our business, and meet legal obligations. The types of data we may collect include:

Identity details such as your name.
Contact details such as your address, telephone number, and email address.
Service details such as the type of cleaning requested, property access information, appointment preferences, and job notes.
Payment and billing information such as records of payments made, invoices, and transaction references.
Communication records such as messages, phone call notes, complaints, feedback, and service updates.
Technical data such as basic website or device information if you submit an enquiry online, including IP address, browser type, and date/time of form submission, where applicable.
Before-and-after service images where required for quality assurance, quotation accuracy, or dispute resolution, subject to applicable law and any necessary consent.

We do not intentionally collect special category data unless you choose to provide it, or it is necessary for a specific service issue, for example if information about allergies, medical conditions, or mobility requirements is relevant to safe access or service delivery. Where such information is processed, we will do so only when lawful and necessary.

2. How We Use Personal Data

We use personal information for the following purposes:

To provide quotations, schedule appointments, and deliver cleaning services.
To communicate with customers about bookings, changes, delays, follow-up work, and service feedback.
To manage payments, invoices, refunds, and financial records.
To maintain service quality, respond to complaints, and resolve disputes.
To keep business records and meet tax, accounting, insurance, and legal requirements.
To improve our services, train staff, and assess customer satisfaction.
To prevent fraud, protect our business, and ensure safe working practices.

We will only use your personal data in ways that are compatible with the original purpose for which it was collected, unless we reasonably believe another lawful purpose applies and is permitted by law.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Shirley Carpet Cleaners may rely on the following bases:

Contract – when processing is necessary to provide a quote, arrange a service, carry out the cleaning work, or complete payment-related tasks.
Legal obligation – when we must keep records for tax, accounting, insurance, or compliance purposes.
Legitimate interests – when we use data to operate and improve our business, manage customer relations, prevent fraud, or handle complaints, provided those interests do not override your rights and freedoms.
Consent – where we ask for permission before using data for specific optional purposes, such as certain marketing communications or the use of images when consent is required.
Vital interests – in rare circumstances where processing is needed to protect someone’s life or well-being.

When we rely on consent, you may withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before it was withdrawn.

4. Retention of Personal Data

We keep personal data only for as long as necessary to fulfill the purposes described in this policy and to satisfy legal, accounting, or reporting obligations. The exact retention period depends on the nature of the data and why it is held.

Customer records are generally retained for the duration needed to manage the service relationship and handle any follow-up issues.
Invoices and financial records are typically kept for the period required by law for tax and accounting purposes.
Communication records may be retained for a reasonable period to resolve queries, maintain service history, and support quality control.
Images and service notes are retained only as long as necessary for the purpose collected, unless required longer for dispute resolution or legal compliance.

When personal data is no longer needed, we will securely delete it, anonymise it, or dispose of it in a safe manner. We do not keep information indefinitely without a lawful reason.

5. Processors and Data Sharing

We may share personal data with trusted third parties who help us operate our business. These third parties act as data processors or independent controllers depending on the service they provide. Where a processor is used, they are required to process personal data only on our instructions and to protect it appropriately.

Examples of processors may include:

Booking and scheduling systems.
Accounting and invoicing providers.
Email and communication service providers.
Cloud storage and document management services.
IT support and security service providers.

We may also disclose data where required by law, court order, regulatory request, or to prevent crime or protect legal rights. If a third party handles your personal data, we take reasonable steps to ensure they meet data protection and security standards.

We do not sell personal data. Any sharing is limited to what is necessary, proportionate, and lawful.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include restricted access controls, password protection, secure storage, staff confidentiality practices, and regular review of our information handling procedures.

Although we work to protect your information, no system can be guaranteed completely secure. If a data breach occurs that is likely to pose a risk to your rights and freedoms, we will take appropriate action in line with the law.

7. Your Rights

Individuals have rights under data protection law, subject to certain conditions and exceptions. These rights include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to request deletion of your personal data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in specific situations.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where consent is the lawful basis for processing.

If you exercise any of these rights, we may need to verify your identity before responding. We will aim to respond within the time limits required by law.

8. Marketing Communications

We may contact customers with service-related messages, such as appointment confirmations or updates, because these are necessary for the service relationship. We will only send optional marketing communications where permitted by law and, where required, with your consent. You can object to or opt out of marketing at any time.

9. Complaints and Further Information

If you are concerned about how your personal data has been handled, you may raise a complaint with us. We encourage customers to contact us first so we can review and address the issue promptly. You also have the right to complain to the Information Commissioner’s Office if you believe your data protection rights have been infringed.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any updated version will apply from the date it is published. We recommend reviewing this policy periodically so you remain informed about how your data is handled.

Summary of Our Commitment

Shirley Carpet Cleaners respects privacy, uses personal data only where lawful and necessary, retains it for appropriate periods, works with trusted processors, and recognises the rights of all customers in the area under applicable data protection law. We aim to keep all information handled in a fair, secure, and transparent manner.