Privacy Policy

Pimlico Carpet Cleaning Privacy Policy

This Privacy Policy explains how Pimlico Carpet Cleaning collects, uses, stores and shares personal data relating to customers within our service area. It also explains your rights under the UK General Data Protection Regulation and related data protection laws, and how you can exercise those rights. By using our services, you acknowledge that you have read and understood this Privacy Policy.

Scope and who this policy applies to

This Privacy Policy applies to all Pimlico Carpet Cleaning customers and prospective customers within our service area who contact us, request a quote, make a booking, receive services from us, or otherwise interact with us in the course of our business. It also covers individuals acting on behalf of business customers, such as landlords, property managers, and letting agents.

Data controller

For the purposes of UK data protection law, Pimlico Carpet Cleaning is the data controller in relation to the personal data described in this Privacy Policy. This means that we decide how and why your personal data is processed and are responsible for ensuring that it is handled in a lawful and secure way.

Personal data we collect

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

Identification and contact details, such as your name, postal address, service address, billing address, and any other contact information you choose to provide to us when you make an enquiry, request a quote or book a service.

Booking and service information, such as preferred dates and times for appointments, access instructions for the property, details of rooms or items to be cleaned, and information about previous or recurring bookings.

Communication records, such as notes from phone calls, messages you send to us, and any feedback or complaints you raise, along with our responses.

Payment and transaction data, such as records of the services you have purchased from us, amounts charged, payment status, and basic information required to process your payment. We do not store full payment card details; where card payments are taken, these are processed securely by our payment processing partners.

Technical and usage data, where applicable, such as basic information about how you access or interact with our online presence, including date and time of contact and pages or forms used. This is used to help us understand and improve our services.

Any information you provide voluntarily, such as additional instructions, special requests, or information about particular circumstances at the property that may affect how we provide our services.

How we collect your data

We collect personal data directly from you when you contact us by phone, submit a request or enquiry through our online forms, make a booking, or communicate with us in any other way. We may also receive information about you from third parties where this is necessary for us to provide our services, for example letting agents or landlords providing contact and property details in order to arrange a clean for a tenant or property.

Lawful basis for processing your data

We only process your personal data where we have a lawful basis to do so under data protection law. Depending on the circumstances, we rely on the following lawful bases:

Contract: To take steps at your request before entering into a contract and to perform our contract with you, for example to provide quotes, confirm bookings, deliver cleaning services, and manage your account.

Legal obligation: To comply with legal requirements, for example keeping records for tax and accounting purposes or responding to lawful requests from regulatory or enforcement bodies.

Legitimate interests: To pursue our legitimate business interests in a way that is proportionate and respects your privacy, for example to manage and improve our services, handle enquiries and complaints, maintain business records, prevent fraud, and ensure the security of our systems and staff.

Consent: In limited circumstances, where we rely on your consent, for example if we wish to send you certain types of marketing communications or use optional cookies or analytics tools that are not strictly necessary. Where we rely on consent, you can withdraw it at any time.

How we use your personal data

We use your personal data for the following purposes:

To respond to your enquiries, provide quotes, and manage bookings and appointments.

To provide carpet cleaning and related services at the agreed address and to deliver a safe and efficient service for you and our staff.

To process payments and maintain accurate records of transactions and services provided.

To manage our relationship with you, including sending important information about your bookings, service updates, terms and conditions or changes to this Privacy Policy.

To handle feedback, resolve complaints, and respond to requests to exercise your data protection rights.

To manage, develop, and improve our business operations, including quality control, staff training, and service optimisation.

To protect our business, for example by preventing and detecting fraud, misuse of our services, or security incidents.

To comply with our legal and regulatory obligations.

Data sharing and processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy. These third parties act as data processors or, in some cases, as independent controllers.

Data processors we may use include:

IT and hosting providers that supply and support our business systems, secure data storage, and communication tools.

Payment processing providers that handle card and electronic payments on our behalf.

Customer management and scheduling services that help us manage bookings, customer records, and reminders.

Professional advisors such as accountants or legal advisors where required for our legitimate business needs or to meet legal obligations.

Where third parties process personal data on our behalf, we ensure appropriate contracts and safeguards are in place. These require them to use your personal data only on our instructions, to protect it, and not to share it further without our permission or a legal basis.

International transfers

Where any of our service providers or their systems are located outside the United Kingdom, we take steps to ensure that your personal data is afforded an equivalent level of protection. This may include using countries that the relevant authorities consider to provide an adequate level of data protection or putting in place appropriate safeguards such as standard contractual clauses.

Data retention

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

In general, we retain customer and booking records for a period that allows us to respond to queries, manage ongoing services, and comply with applicable limitation periods for legal claims. Payment and transaction records are kept for the period required by tax and accounting regulations. Communication records are retained for a reasonable period to manage our relationship with you and maintain records of our interactions.

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

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply in most circumstances, subject to certain limitations and exemptions. Your rights include:

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

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

Right to erasure: In certain circumstances, you can request that we delete your personal data. This is not an absolute right and may not apply where we need to keep data for legal or legitimate business reasons.

Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain situations, for example where you contest its accuracy or object to its processing.

Right to object: You can object to our processing of your personal data where we rely on legitimate interests as our lawful basis. We will stop processing unless we have compelling legitimate grounds to continue or the processing is required for legal reasons.

Right to data portability: Where our processing is based on consent or contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used and machine readable format, or that we transmit it to another data controller where technically feasible.

Right to withdraw consent: Where we rely on your consent to process your personal data, you can withdraw your consent at any time. This will not affect the lawfulness of any processing carried out before you withdrew your consent.

To exercise any of these rights, please contact us using the contact details provided in our standard communications or on our customer documents. We may need to verify your identity before responding to your request.

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. These measures include restricting access to personal data to those employees and service providers who need it for legitimate business purposes, maintaining suitable security controls on our systems, and ensuring that our staff are aware of their data protection responsibilities.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or our legal obligations. Any updated version will apply from the date it is published. We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle your personal data.

If you have any questions about this Privacy Policy or how Pimlico Carpet Cleaning processes your personal data, please contact us through the usual communication channels you use to book or manage our services.