Privacy Policy - Sutton Cleaner

This Privacy Policy explains how Sutton Cleaner collects, uses, stores, shares, and protects personal data when providing cleaning services. It applies to all Sutton Cleaner customers in our service area, including prospective customers, current customers, and anyone who interacts with us in connection with our services. We are committed to handling personal data in a lawful, fair, and transparent way, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Sutton Cleaner provides professional cleaning services to homes and businesses within our operating area. For the purposes of data protection law, we act as the data controller for the personal data we collect and process in connection with our services. This means we determine why and how your personal data is used.

2. Information we collect

We only collect personal data that is necessary for providing and managing our services, responding to enquiries, maintaining records, and meeting legal obligations. The types of information we may collect include:

Identity information such as your name and, where relevant, business name.
Contact details such as address, email address, telephone number, and service location.
Service information including booking details, cleaning preferences, instructions, service history, and feedback.
Payment information such as billing records, payment status, and limited transaction details.
Communication data such as messages, calls, complaint records, and notes from customer interactions.
Technical data if you interact with us electronically, such as device information, IP address, or usage data where applicable.
Special instructions you provide to help us access premises or carry out services safely and effectively.

We do not intentionally collect sensitive personal data unless it is necessary and you have provided it, or we are required to record it for safety or legal reasons. If we ever need to process special category data, we will do so only where the law permits and where appropriate safeguards are in place.

3. How we use your data

We use personal data for the following purposes:

To provide cleaning services and manage bookings.
To communicate with you about appointments, changes, reminders, or service updates.
To process payments, issue invoices, and maintain accounting records.
To handle complaints, service issues, and customer support requests.
To improve our services, training, quality control, and business operations.
To comply with legal, tax, insurance, and regulatory obligations.
To protect our business, staff, customers, and property from misuse, fraud, or security risks.

We will only use your personal data for the purposes it was collected for, unless we reasonably consider that we need to use it for another compatible purpose and the law allows it.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis to process personal data. Sutton Cleaner relies on the following lawful bases:

Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes arranging cleaning services, confirming bookings, delivering services, and managing payments.

Legal obligation

We may process personal data to comply with legal obligations, such as tax requirements, accounting rules, health and safety obligations, and record-keeping duties.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. Examples include maintaining internal records, improving services, managing customer relationships, preventing fraud, and ensuring the security of our operations.

Consent

Where required by law, we may rely on your consent. For example, if we process information for certain optional communications or uses that are not covered by another lawful basis, we will ask for your clear permission. You can withdraw consent at any time where consent is the basis for processing.

5. Data sharing and processors

We do not sell your personal data. We may share it only when necessary and appropriate for business operations, legal compliance, or service delivery. In some cases, we use third parties that act as processors on our behalf. These processors handle data only according to our instructions and are required to keep it secure and confidential.

Examples of processors and service providers may include:

Payment processors that handle card or bank transactions.
Accounting or bookkeeping providers that support invoicing and financial record-keeping.
Scheduling or administration systems used to manage bookings and service records.
IT and cloud storage providers that help us securely store and access business data.
Customer communication tools used to send updates or manage enquiries.

We may also disclose personal data to:

Law enforcement or public authorities where required by law.
Professional advisers such as accountants, insurers, or legal advisers.
Other third parties where necessary to protect rights, property, or safety.

Where a third party processes your data for us, we take steps to ensure that suitable data protection standards are in place. We remain responsible for ensuring that processing is limited, secure, and lawful.

6. Data retention

We keep personal data only for as long as it is necessary for the purpose for which it was collected, or as required by law. Retention periods depend on the type of data and why it is held. In general:

Customer service and booking records are kept for as long as needed to manage the relationship and resolve any issues.
Financial and invoice records are retained for the period required by tax and accounting laws.
Communication records may be stored for a reasonable period to support customer service, complaints handling, and business continuity.
Technical or security-related records are kept only as long as necessary for system protection and incident management.

When personal data is no longer needed, we will securely delete, anonymise, or destroy it. We use retention practices designed to reduce unnecessary storage and limit access to information over time.

7. Data security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data handling practices. While no system can be guaranteed to be completely secure, we work to maintain a level of protection appropriate to the risks involved.

8. Your rights

As a data subject under UK GDPR, you have several rights regarding your personal data. These rights are not absolute and may be subject to legal limits. You may have the right to:

Access your personal data and receive a copy of the information we hold about you.
Rectification of inaccurate or incomplete information.
Erasure of your data in certain circumstances, also known as the right to be forgotten.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for data you have provided to us in a structured, commonly used format where applicable.
Withdraw consent at any time where we rely on consent to process your data.

If you wish to exercise any of these rights, we will respond in accordance with applicable law and within the required timeframes. We may need to verify your identity before acting on your request to protect your information.

9. International transfers

Where data is stored or processed using third-party services, it may be transferred outside the United Kingdom. If this happens, we will ensure that appropriate safeguards are in place so that your personal data receives a level of protection that is consistent with UK data protection law.

10. Children’s data

Sutton Cleaner services are not directed at children. We do not knowingly collect personal data from children unless it is necessary in connection with a service and authorised by a parent, guardian, or another lawful basis. If we become aware that we have collected data inappropriately, we will take steps to remove it.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically so they remain informed about how we use personal data.

12. Summary of our commitment

Sutton Cleaner is committed to protecting customer privacy and processing personal data responsibly. We collect only what we need, use it for clear and lawful purposes, share it only where necessary, and keep it only for as long as required. Our approach is based on transparency, security, and respect for the rights of every customer in our service area.