Privacy Policy - Canarywharf Cleaner

Effective date: This Privacy Policy applies to all Canarywharf Cleaner customers in the Canary Wharf area and explains how personal data is collected, used, stored, shared, and protected when services are arranged or delivered.

1. Introduction

Canarywharf Cleaner is committed to handling personal data lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018. We only process personal information that is relevant and necessary for providing cleaning services, managing customer relationships, maintaining safety, and meeting legal or regulatory obligations. This policy applies to all customers, prospective customers, and service users within the Canary Wharf area who interact with Canarywharf Cleaner by any means.

We recognise the importance of privacy and aim to ensure that every individual understands what happens to their information. We do not use personal data for unrelated purposes without a valid legal basis.

2. Data we collect

Depending on how you engage with us, we may collect the following categories of personal data:

Identity information: name, title, and any preferred name used when arranging services.
Contact details: address, email address, telephone number, and other communication details needed to arrange or provide services.
Service information: booking details, cleaning instructions, property access preferences, service history, special requests, and scheduling information.
Payment-related information: billing records, payment status, and limited transaction details necessary for invoicing and reconciliation. We do not seek to store unnecessary card data where secure payment systems are used.
Technical information: limited device or usage data if collected through digital booking or communication systems, such as logs or interaction records.
Special category data: only where you choose to provide information that may reveal health, accessibility, or household needs relevant to service delivery. We process this only when necessary and with appropriate safeguards.

We generally collect data directly from you when you make an enquiry, request a quote, book a service, submit instructions, raise a complaint, or otherwise communicate with us. In some cases, we may receive information from third parties acting on your behalf, such as landlords, property managers, letting agents, or tenants, where such sharing is appropriate and lawful.

3. How we use your data

We use personal data for the following purposes:

to provide, manage, and deliver cleaning services;
to confirm bookings, schedule visits, and manage changes or cancellations;
to communicate service updates and respond to enquiries;
to issue invoices, process payments, and maintain financial records;
to keep records of customer preferences, access arrangements, and service notes;
to handle complaints, disputes, and quality assurance;
to protect health, safety, staff welfare, and property security;
to comply with legal, tax, accounting, and insurance obligations;
to prevent fraud, misuse, or unauthorised access;
to improve our operational processes and service standards.

We only retain and use information that is necessary for these purposes. We do not sell personal data.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each use of personal data. The lawful bases we rely on are:

Contract

We process data when it is necessary to enter into or perform a contract with you, such as arranging a cleaning service, managing bookings, providing instructions to staff, and handling payments.

Legal obligation

We process data where needed to comply with legal and regulatory requirements, including tax records, accounting obligations, insurance, and lawful requests from authorities.

Legitimate interests

We may process data where it is necessary for our legitimate business interests and where those interests do not override your rights and freedoms. This includes service quality management, customer support, operational planning, fraud prevention, and internal record keeping. We balance our interests against your privacy before relying on this basis.

Consent

In limited circumstances, we may rely on your consent, for example where we process optional special category information not required for the service. Where consent is used, you may withdraw it at any time.

Vital interests

In exceptional situations, we may process personal data where necessary to protect someone’s life or physical safety, such as in an emergency involving a customer, resident, or employee.

5. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, or as required by law. Retention periods vary depending on the type of information and the reason for holding it.

Customer and booking records: kept for the duration of the service relationship and for a reasonable period afterwards to manage follow-up issues, complaints, and service history.
Financial and tax records: retained for the period required by accounting and tax law.
Communication records: retained as needed to resolve queries, demonstrate instructions, or maintain service continuity.
Health, access, or special instructions: retained only while necessary for service delivery and safety.
Recruitment or staff-related customer contact notes: retained in line with internal record-keeping and legal requirements.

When personal data is no longer required, we securely delete, anonymise, or archive it in a controlled manner. We regularly review stored information to ensure it is not held for longer than necessary.

6. Processors and data sharing

We may share personal data with trusted third-party processors who support our business operations. These processors only act on our instructions and are required to protect your data appropriately.

Payment processors: to securely process payments and reduce the need for us to hold sensitive financial details.
Booking or scheduling systems: to manage appointments, service notes, and communications.
IT and cloud service providers: to store data, maintain systems, and support secure access.
Accounting or bookkeeping providers: to help with invoicing, financial management, and tax compliance.
Insurance or legal advisers: where necessary to manage claims, disputes, or compliance matters.

We may also disclose data where required by law, court order, or other lawful request from public authorities. In addition, we may share limited information with property managers, landlords, tenants, or household representatives where this is necessary for service provision and where a lawful basis applies.

All processors are expected to have appropriate technical and organisational measures in place. We require data processing arrangements that include confidentiality, security, and limits on reuse of personal data.

7. Security of your information

We take the security of personal data seriously and use reasonable safeguards to protect against unauthorised access, accidental loss, disclosure, or alteration. These measures may include access controls, secure storage, role-based permissions, and staff confidentiality obligations. While no system can be completely risk-free, we aim to maintain a level of protection appropriate to the nature of the data and the risks involved.

8. Your rights

You have rights under data protection law in relation to your personal data. Subject to legal limits, these include:

Right of access: to request confirmation of whether we process your data and obtain a copy of it.
Right to rectification: to ask us to correct inaccurate or incomplete information.
Right to erasure: to request deletion of personal data in certain circumstances.
Right to restriction: to ask us to limit how we use your data in certain situations.
Right to object: to object to processing based on legitimate interests, including direct objection where applicable.
Right to data portability: to receive certain data in a structured, commonly used format where the law allows.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you wish to exercise a right, we may need to verify your identity before responding. We aim to respond within the timeframe required by law. If a request is limited by legal exceptions, we will explain the reason where appropriate.

9. Complaints and further information

If you have concerns about how we handle personal data, we encourage you to raise the matter so it can be reviewed promptly. You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

10. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any revised version will apply from the date it is made available. We encourage customers in the Canary Wharf area to review this policy periodically.

11. Summary of key points

This policy explains what data Canarywharf Cleaner collects, why we collect it, the lawful bases we rely on, how long we keep it, who may process it on our behalf, and the rights available to you. Our approach is designed to be lawful, proportionate, and transparent while supporting reliable cleaning services for all Canarywharf Cleaner customers in the area.