Privacy Policy - Merton Cleaner

Merton Cleaner is committed to protecting the privacy and personal data of all customers in the Merton area. This Privacy Policy explains how we collect, use, store, share, and protect personal information in accordance with the UK GDPR and the Data Protection Act 2018. It applies to all Merton Cleaner customers in the area, including individuals who enquire about, book, receive, or pay for our cleaning services.

1. Who We Are

Merton Cleaner provides domestic and commercial cleaning services. In delivering those services, we act as a data controller for the personal data we decide how and why to process. This means we are responsible for ensuring that personal data is handled lawfully, fairly, and transparently.

2. Personal Data We Collect

We only collect personal data that is necessary for service delivery, administration, and legal compliance. The categories of data we may collect include:

Identity details such as name and title.
Contact details such as phone number, email address, and service address.
Booking and service information such as requested service type, appointment details, special instructions, and cleaning preferences.
Payment-related information such as billing records and transaction references.
Communication records such as messages, complaint details, and service feedback.
Technical data if you use our digital channels, including basic device or usage information where relevant for security and performance.

We do not intentionally collect special category data unless you choose to provide it and it is strictly necessary for a specific request, such as access needs or health-related cleaning instructions. Where such information is provided, we handle it with additional care and only when we have an appropriate lawful basis.

3. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotes.
To manage bookings, deliver services, and arrange access to properties.
To process payments and issue receipts or invoices.
To communicate about changes, confirmations, cancellations, or service issues.
To maintain internal records and improve service quality.
To handle complaints, disputes, or requests relating to our services.
To meet legal, tax, insurance, and regulatory obligations.
To protect our business, customers, and staff from fraud or misuse.

We only process personal data for specific, explicit, and legitimate purposes. We do not use your information in ways that are incompatible with those purposes.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis before processing personal data. Depending on the situation, Merton Cleaner may rely on one or more of the following bases:

Contract: We process data where it is necessary to perform a service you have requested, such as managing bookings or completing cleaning work.
Legal obligation: We process data where necessary to comply with legal requirements, including accounting, tax, or record-keeping obligations.
Legitimate interests: We may process data to operate and improve our services, communicate with customers, prevent fraud, and manage our business efficiently, provided our interests do not override your rights and freedoms.
Consent: In limited cases, we may rely on consent, such as where you voluntarily provide optional information or agree to certain communications. You may withdraw consent at any time where it is the lawful basis used.

Where special category data is processed, we will only do so when a relevant condition under data protection law applies, and we will explain this clearly where appropriate.

5. Data Sharing and Processors

We may share personal data with trusted third parties that help us run our business. These third parties act either as processors or independent controllers, depending on their role.

Our Processors May Include:

Payment processors who help us handle card or online payments securely.
Booking and scheduling providers who support appointment management and service coordination.
IT and cloud service providers who store data, maintain systems, or support communications.
Accounting or invoicing providers who assist with financial administration and legal compliance.
Communication service providers who help us send confirmations, reminders, or service-related updates.

We require all processors to protect personal data through appropriate technical and organisational measures and to process data only on our instructions. We do not sell personal data.

We may also disclose information where required by law, court order, law enforcement request, insurance requirement, or to protect the rights, safety, or property of Merton Cleaner, our customers, or others.

6. International Transfers

If any of our processors or service providers store or access personal data outside the UK, we will ensure that suitable safeguards are in place, such as approved contractual protections and transfer mechanisms, to keep your data protected to the standard required by law.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purpose for which it was collected, including service delivery, legal compliance, and the resolution of disputes. Retention periods may vary depending on the type of information and the reason it is held.

Customer and booking records are typically retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records are retained for the period required by law.
Complaint or dispute records may be kept until the matter is resolved and for a further period to defend against legal claims.

When personal data is no longer required, we securely delete, anonymise, or destroy it in line with our retention practices.

8. Data Security

We take the security of personal data seriously and use appropriate measures to reduce the risk of unauthorised access, alteration, disclosure, or loss. These measures may include access controls, secure storage, staff training, and careful selection of processors. While no system can be guaranteed completely secure, we aim to keep personal data protected at all times.

9. Your Rights

As a data subject under UK GDPR, you have several rights in relation to your personal data. These rights may be subject to legal limitations depending on the circumstances.

Right of access: You can request a copy of the personal data we hold about you.
Right to rectification: You can ask us to correct inaccurate or incomplete information.
Right to erasure: In some cases, you may request deletion of your personal data.
Right to restriction: You may ask us to limit how we use your data in certain situations.
Right to object: You can object to processing based on legitimate interests or direct marketing.
Right to data portability: Where applicable, you may request your data in a structured, commonly used format.
Right to withdraw consent: If we rely on consent, you may withdraw it at any time.

To exercise your rights, you may make a request using the usual channels we provide for customer communication. We may need to verify your identity before responding. We aim to respond within the legal timeframes set out by data protection law.

10. Complaints and Supervisory Authority

If you are concerned about how we handle your personal data, you should raise the matter with us first so we can investigate and address it. 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.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. The latest version will apply to all Merton Cleaner customers in the area from the date it is made available.

12. Summary of Our Commitment

Merton Cleaner is dedicated to processing personal data responsibly, transparently, and lawfully. We collect only what we need, use it for clear purposes, share it only with trusted processors or where legally required, and keep it only as long as necessary. We respect your rights and will continue to protect the privacy of every customer we serve in the Merton area.