Privacy Policy - Highgate Carpet Cleaners

This Privacy Policy explains how Highgate Carpet Cleaners collects, uses, stores, shares, and protects personal data. It applies to all Highgate Carpet Cleaners customers in the area, including individuals who request quotes, book services, receive cleaning treatments, or otherwise interact with our business.

We are committed to handling personal information in a lawful, fair, and transparent manner, in accordance with the General Data Protection Regulation (GDPR) and applicable data protection laws. Please read this policy carefully to understand your rights and how we process your information.

1. Personal Data We Collect

We collect only the information we need to provide our services effectively, respond to enquiries, manage bookings, and meet legal obligations. Depending on your interaction with us, we may collect the following categories of personal data:

Identity details: name, title, and any details you provide when making an enquiry or booking.
Contact details: address, email address, telephone number, and other communication details.
Service information: details of the cleaning services requested, property access requirements, preferred dates, and service notes.
Payment information: payment status, transaction references, and billing records. We do not store card details unless required by a secure payment provider.
Communication records: messages, complaints, service feedback, and correspondence with our team.
Technical and usage data: limited information such as device or browser details if you contact us through digital channels, where relevant for security or service administration.

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it, for example if you share information relevant to access, safety, or health considerations relating to a service visit. Where special category data is processed, we apply additional safeguards and only do so where a lawful basis exists.

2. How We Use Your Data

We use personal data for the following purposes:

To provide carpet cleaning and related services.
To respond to enquiries and issue quotes.
To schedule and manage appointments.
To process payments, refunds, and account administration.
To communicate service updates, confirmations, and follow-up messages.
To handle complaints, disputes, and customer support requests.
To maintain accurate records for business, tax, and legal compliance.
To improve service quality, training, and operational performance.
To protect our business, staff, and customers from fraud, misuse, or security threats.

We only use your data for the purposes for which it was collected, unless we reasonably determine that it is necessary for a compatible purpose and lawful to do so.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for every processing activity. Highgate Carpet Cleaners relies on the following lawful bases:

a) Performance of a Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, carrying out cleaning services, confirming appointments, and handling payments.

b) Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. Examples include business administration, customer service, record keeping, service improvement, fraud prevention, and internal analytics.

c) Legal Obligation

We may process and retain information where required to comply with legal duties, such as accounting, tax, insurance, and record-keeping obligations.

d) Consent

In limited cases, we may rely on your consent, especially where the law requires it for certain types of communication or optional processing. Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect processing already carried out lawfully before consent was withdrawn.

4. Data Sharing and Processors

We do not sell your personal data. However, we may share information with trusted third parties where necessary to deliver our services or comply with legal obligations. These third parties act as data processors or, in some cases, independent controllers.

Examples of processors or service providers may include:

Payment processors that handle secure payment transactions.
IT and cloud service providers that support data storage, email, and business systems.
Customer management and scheduling tools used to organise bookings and service records.
Professional advisers such as accountants, auditors, insurers, or legal advisers where necessary.
Delivery and logistics partners if required for operational purposes connected to a service.

We only share the minimum data necessary for the relevant purpose and require processors to protect personal data, act on our instructions, and maintain appropriate security measures. Where data is transferred outside the United Kingdom or European Economic Area, we ensure that appropriate safeguards are in place.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, reporting, and service-related requirements. Retention periods vary depending on the type of data and the reason we hold it.

Customer and booking records are generally kept for the duration of the service relationship and for a reasonable period afterwards to handle follow-up, disputes, or repeat service requests.
Financial and tax records may be retained for the period required by law.
Communications and complaint records may be retained for a period necessary to resolve issues and maintain accurate business records.
Marketing-related data, where applicable, is kept until you withdraw consent or object, or until it is no longer needed.

When personal data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention procedures.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to data on a need-to-know basis.

While we take data protection seriously, no system can be completely risk-free. If a personal data breach occurs and we are legally required to notify you or the relevant authority, we will do so in line with GDPR requirements.

7. Your Rights Under GDPR

You have a number of rights regarding your personal data. Subject to legal limitations, these include:

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 data.
Right to erasure: in certain circumstances, you may request that we delete your data.
Right to restriction: you may ask us to restrict processing in specific situations.
Right to data portability: you may request data you provided to us in a structured, commonly used format where applicable.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where we rely on consent, you can withdraw it at any time.

If you exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the time limits set by law. Some requests may be limited where we must retain data for legal, contractual, or legitimate business reasons.

8. Children’s Data

Our services are intended for adults acting on their own behalf or on behalf of a property owner, tenant, or organisation. We do not knowingly collect personal data from children in the ordinary course of our business. If we become aware that we have collected such data without a lawful basis, we will take steps to delete it promptly.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or operational requirements. Any updated version will apply from the date it is made available. We encourage you to review this policy periodically to remain informed about how we protect your data.

10. Contact and Complaints

If you have questions about this Privacy Policy, wish to exercise your rights, or are concerned about how your personal data is handled, you may raise the matter with us through the appropriate business channels. You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe your rights have been infringed.

Highgate Carpet Cleaners is committed to respecting your privacy and protecting your personal information. We process data responsibly, retain it only as long as needed, and work with processors that support secure and lawful handling of information. Your trust matters to us, and we aim to handle all customer data with care and transparency.