Privacy Policy - Norbury Carpet Cleaners

This Privacy Policy explains how Norbury Carpet Cleaners collects, uses, stores, shares, and protects personal data. It applies to all Norbury Carpet Cleaners customers in the area, including individuals who enquire about our services, book appointments, receive quotations, or otherwise interact with us. We are committed to processing personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Norbury Carpet Cleaners provides carpet cleaning and related cleaning services to customers in the local area. For the purposes of data protection law, we are the data controller in relation to the personal data we collect and use for our business operations. This means we determine the purposes and means of processing your personal data.

2. Personal Data We Collect

We only collect personal data that is necessary for our services, business operations, and legal obligations. The types of personal data we may collect include:

Identity details such as your name and title.
Contact details such as address, telephone number, and email address.
Service details such as the type of cleaning requested, property access information, special instructions, and appointment preferences.
Payment-related information where needed to process payments or issue invoices.
Communication records including enquiries, complaints, feedback, and correspondence.
Technical information if you interact with our digital systems, such as device or browser details, where applicable.
Operational notes required to complete services safely and efficiently, such as carpet condition or areas requiring special care.

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it. If special category data is ever relevant, we will process it only where permitted by law and with appropriate safeguards.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To schedule and deliver carpet cleaning services.
To manage customer accounts, bookings, and service records.
To process payments, issue invoices, and maintain business records.
To communicate about appointments, service updates, or changes to arrangements.
To handle complaints, disputes, and customer support requests.
To maintain health, safety, and quality standards.
To comply with legal, tax, accounting, and regulatory obligations.
To improve our services and customer experience.

We will only use your personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for a compatible purpose and this is allowed by law.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. Norbury Carpet Cleaners relies on the following lawful bases:

a) Performance of a Contract

We process personal data when it is necessary to provide a quote, accept a booking, carry out carpet cleaning services, or manage the service relationship with you.

b) Legitimate Interests

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

c) Legal Obligation

We may process and retain certain information to comply with legal obligations, including accounting, tax, insurance, and record-keeping requirements.

d) Consent

In limited cases, we may rely on your consent, for example where it is required for optional communications or specific processing activities. Where consent is used, you may withdraw it at any time.

We do not rely on consent where another lawful basis is more appropriate.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary for service delivery, administration, or legal compliance. These third parties act as processors or, in some cases, independent controllers. We only share the minimum information required and require appropriate safeguards.

Examples of processors may include:

Payment processors that help us take and process payments securely.
Accounting and invoicing providers used for financial administration.
IT and cloud service providers that host data, manage systems, or support communications.
Scheduling or booking tools used to manage appointments and service records.
Professional advisers such as accountants, insurers, or legal advisers where necessary.

We may also disclose data if required by law, court order, regulatory request, or to protect our rights, property, staff, customers, or the public. We do not sell personal data.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods may vary depending on the type of record and the reason it is held.

Customer service records are retained for the period needed to manage the relationship and resolve issues.
Financial records are kept for the period required by tax and accounting law.
Communication records are retained for a reasonable period to support customer service and business administration.
Legal or insurance-related records may be retained longer where necessary to establish, exercise, or defend legal claims.

When personal data is no longer required, we will securely delete, anonymise, or otherwise dispose of it in a safe and appropriate manner.

7. Data Security

We take the security of personal data seriously and use appropriate technical and organisational measures to protect it from unauthorised access, loss, misuse, alteration, or disclosure. Such measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our handling practices. While no system can be guaranteed completely secure, we work to maintain a high standard of protection for all personal data we process.

8. Your Rights

Depending on the circumstances and legal basis for processing, you have the following rights under data protection law:

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 data in certain situations.
Right to restriction – to ask us to limit how we use your data in certain cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format, where applicable.
Right to withdraw consent – where we rely on consent, you can withdraw it at any time.

You also have the right to raise concerns about how we handle your personal data. If you believe your data protection rights have been infringed, you may lodge a complaint with the relevant supervisory authority. We encourage customers to contact us first so we can try to address concerns promptly and fairly.

9. Children’s Data

Our services are intended for adult customers and property owners or occupiers arranging cleaning services. We do not knowingly collect personal data from children for direct service purposes. If we become aware that we have collected a child’s personal data without proper authority, we will take steps to delete it where appropriate.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any updates will take effect when published in the revised form. We encourage customers to review this policy periodically so they remain informed about how their personal data is handled.

11. Summary of Our Commitment

Norbury Carpet Cleaners is committed to processing personal data responsibly, securely, and only where necessary. We collect limited information needed to provide carpet cleaning services, communicate effectively, manage our business, and meet legal obligations. We use appropriate lawful bases, retain data only as long as required, work with trusted processors under suitable safeguards, and respect your data rights. This policy applies to all Norbury Carpet Cleaners customers in the area.

By using our services, making an enquiry, or booking with us, you acknowledge the practices described in this Privacy Policy.