Privacy Policy

Privacy Policy - Frognal Carpet Cleaners

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

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out what data we collect, why we collect it, the legal bases we rely on, how long we keep it, who may process it on our behalf, and what rights you have.

1. Personal Data We Collect

We may collect and process the following categories of personal data:

Identity details such as your name and title.
Contact details such as your address, email address, and telephone number.
Service information such as property details, rooms or items to be cleaned, cleaning preferences, access notes, and special instructions.
Transaction information such as invoices, payment confirmations, booking records, and service history.
Communication records such as enquiries, complaints, feedback, and correspondence.
Technical data if you interact with us electronically, such as basic device or browser information collected through standard security and website functionality tools.

We do not intentionally collect special category data unless you choose to provide it. If you disclose information relating to health, access needs, allergies, or other sensitive matters so we can carry out our services safely, we will only use it where necessary and appropriate.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, confirm bookings, and carry out cleaning services.
To manage customer accounts and maintain service records.
To communicate with you about appointments, changes, or follow-up matters.
To process payments, refunds, and invoicing.
To handle complaints, claims, and customer support requests.
To comply with legal, accounting, tax, and insurance obligations.
To improve our services, quality control, and operational planning.
To protect against fraud, misuse, or unlawful activity.

We always aim to use your information in a way that is necessary, proportionate, and relevant to the service we provide.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis to process your personal data. Depending on the context, we rely on one or more of the following:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling quotations, bookings, service delivery, payment processing, and post-service administration.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include responding to customer enquiries, improving our services, preventing fraud, managing operational records, and maintaining business security.

Legal Obligation

We process certain data where required to comply with legal obligations, including tax recordkeeping, accounting requirements, regulatory duties, and lawful requests from authorities.

Consent

Where required, we rely on your consent. For example, if you choose to provide optional information that is not necessary for the service, or if a specific situation requires consent-based processing, we will make that clear at the time. You may withdraw consent at any time, without affecting the lawfulness of processing before withdrawal.

4. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, and in line with applicable legal, accounting, and business requirements. Retention periods may vary depending on the type of data and the reason we hold it.

Customer and service records are generally retained for a reasonable period after the last interaction to support service history, customer care, and dispute resolution.
Financial and tax records are retained for the period required by law.
Correspondence and complaints may be retained for as long as needed to manage the issue and demonstrate compliance.
Security-related records are kept only as long as necessary for fraud prevention, incident handling, or legal protection.

When data is no longer required, we will delete it securely or anonymise it so it can no longer identify you.

5. Processors and Sharing of Data

We may share personal data with trusted third parties that act as processors on our behalf. These processors only handle data according to our instructions and are required to keep it secure and confidential.

Examples of processors may include:

Payment providers that process card or electronic payments.
Accounting or bookkeeping providers that assist with invoicing and financial records.
IT and cloud service providers that store business data, manage communications, or support secure systems.
Scheduling and administration tools used for booking and customer management.
Professional advisers such as insurers, legal advisers, or auditors where necessary.

We may also disclose personal data where required by law, court order, or lawful request from public authorities. We do not sell your personal data.

6. International Transfers

If any processor or service provider stores or accesses personal data outside the UK, we will ensure appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms designed to protect your information.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or damage. These measures may include access controls, secure storage, confidentiality obligations, and system security practices. While no system can be guaranteed to be completely secure, we take reasonable steps to protect the data entrusted to us.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions.

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – you can ask us to delete your data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests.
Right to data portability – you can request a copy of certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you can withdraw it at any time.

To help protect your privacy, we may need to verify your identity before responding to a rights request.

9. Complaints and Further Information

If you have concerns about how your personal data is handled, you should raise them with us so we can address the matter promptly and fairly. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) 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 changes in law, business practices, or the way we process personal data. The latest version will apply from the date it is published. We encourage you to review this policy periodically to stay informed.

11. Summary of Our Commitment

We value your privacy and handle personal data with care. In plain terms, this means we will only collect what we need, use it for clear and lawful purposes, keep it for no longer than necessary, share it only with trusted processors or where legally required, and respect your rights at every stage. For all Frognal Carpet Cleaners customers in area, our approach is to keep personal data secure, lawful, and limited to what is necessary for providing a reliable service.