Privacy Policy - Castelnau Carpet Cleaners

This Privacy Policy explains how Castelnau Carpet Cleaners collects, uses, stores, shares, and protects personal data. It applies to all Castelnau Carpet Cleaners customers in the area, including individuals who request quotes, make bookings, receive cleaning services, or otherwise interact with us in connection with our carpet cleaning and related services.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what data we collect, why we collect it, the legal bases we rely on, how long we keep it, and what rights you have.

1. Who We Are

Castelnau Carpet Cleaners provides carpet cleaning and associated cleaning services to residential and commercial customers in the local area. For the purposes of data protection law, we act as a data controller in relation to the personal data we collect and use about our customers, suppliers, and website or service enquirers.

“Personal data” means any information relating to an identified or identifiable individual. This may include your name, address, phone number, email address, booking history, payment details, and service notes.

2. Information We Collect

We collect only the personal data necessary to provide our services, manage our business, and meet legal obligations. Depending on how you interact with us, we may collect the following categories of data:

• Identity details such as your name and, where relevant, company name.
• Contact details including your address, email address, and phone number.
• Service and booking information such as the type of cleaning requested, property access details, preferred appointment times, and service history.
• Payment information such as transaction records and billing details.
• Communication records including emails, messages, calls, and complaints.
• Technical information if you use our online systems, such as device type, browser information, and basic usage data.
• Special circumstances information where relevant to the service, such as access needs or instructions that help us deliver the work safely and effectively.

We do not intentionally collect sensitive personal data unless it is necessary, relevant, and permitted by law. If any special category data is provided to us incidentally, we will handle it with extra care and only use it where lawful and appropriate.

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 cleaning services.
• To manage customer accounts, service instructions, and follow-up work.
• To process payments and maintain financial records.
• To communicate about appointments, service updates, and customer support.
• To handle complaints, disputes, and insurance or legal matters.
• To improve our services, training, and operational efficiency.
• To comply with legal, tax, accounting, and regulatory obligations.

We only use personal data for the purposes for which it was collected, unless we reasonably determine that it is needed for another compatible purpose and permitted by law.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. Castelnau Carpet Cleaners relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes arranging services, completing bookings, delivering cleaning work, and managing payments.

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. These interests may include running our business efficiently, maintaining records, improving service quality, preventing fraud, and handling customer queries. We always assess whether our interests justify the processing and take steps to protect your privacy.

Legal Obligation

We process personal data where necessary to comply with legal duties, including tax, accounting, employment, consumer, and record-keeping obligations.

Consent

In limited cases, we may rely on your consent, for example where we send certain types of optional marketing communications. Where consent is used, you may withdraw it at any time.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties who help us operate our business. These third parties act as processors when they process data on our behalf and under our instructions. We ensure that processors are subject to appropriate contractual safeguards and only use data for specified purposes.

Examples of processors and recipients may include:

• Booking and scheduling providers that help manage appointments and customer records.
• Payment processors that handle card or electronic payments securely.
• Accounting and bookkeeping services that support invoicing, tax reporting, and financial administration.
• IT and cloud storage providers that host data, maintain systems, and support backups.
• Customer communication tools used for sending booking confirmations or service updates.
• Professional advisers such as insurers, lawyers, or accountants where necessary for legal or business purposes.

We may also disclose personal data if required by law, regulation, court order, or to protect our legal rights, our customers, or others. Where possible, we limit disclosures to the minimum necessary.

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 depend on the type of data and the reason it is held.

• Customer booking and service records are generally retained for a reasonable period after the service to manage follow-up queries, disputes, and service history.
• Financial and tax records are retained for the period required by law.
• Communication records may be kept for operational and evidential purposes for a limited period.
• Marketing preferences are retained until you withdraw consent or object, where applicable.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer be linked to an individual.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, destruction, misuse, or alteration. These measures may include restricted access, secure storage, staff confidentiality obligations, and appropriate system safeguards. While no system can be guaranteed to be completely secure, we work to maintain a level of protection appropriate to the risk.

8. International Transfers

Where personal data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual protections, so that your data remains protected in accordance with applicable law.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing. They include:

• 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 data.
• Right to erasure – to request deletion of your data in certain circumstances.
• Right to restriction – to request limited processing in specific situations.
• Right to data portability – to receive certain data in a structured, commonly used format where applicable.
• Right to object – to object to processing based on legitimate interests or direct marketing.
• Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to make a complaint to the Information Commissioner’s Office (ICO) if you are concerned about how your personal data is handled. We encourage you to raise any concerns with us first so we can address them promptly.

10. Cookies and Online Data

If we use a website or online booking system, basic technical information may be collected automatically through cookies or similar technologies. Such data may be used to support website functionality, measure performance, and improve user experience. Where required, we will seek consent for non-essential cookies.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our operations, legal obligations, or data protection practices. Any updates will apply from the date they take effect. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of Our Commitment

Castelnau Carpet Cleaners respects your privacy and is committed to processing personal data fairly, lawfully, and transparently. We collect only the information needed to provide services and manage our business responsibly, we use lawful bases for each processing activity, and we retain data only as long as necessary. We also work with trusted processors under appropriate safeguards and uphold your rights under UK data protection law.

This policy applies to all Castelnau Carpet Cleaners customers in area.