Privacy Policy - End Of Tenancy Cleans

This Privacy Policy explains how End Of Tenancy Cleans collects, uses, stores, shares, and protects personal data relating to its customers, prospects, and service users. It applies to all End Of Tenancy Cleans customers in area, including anyone who enquires about, books, or receives our end of tenancy cleaning services. We are committed to handling personal data in a lawful, fair, and transparent manner, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, submitting your information, or communicating with us, you acknowledge that your personal data will be processed as described in this policy.

1. Data We Collect

We collect only the information necessary to provide our services, manage our relationship with you, and meet legal and operational obligations. The types of data we may collect include:

Identity details such as your name and title.
Contact details such as your address, telephone number, and email address.
Service information including property address, moving dates, cleaning requirements, access instructions, and booking preferences.
Payment and billing information such as transaction records, invoice details, and payment status.
Communication records including emails, call notes, complaints, feedback, and service updates.
Technical information if you use our online channels, such as IP address, browser type, and basic usage data.
Special category data only where it is strictly necessary and usually not expected in our business; if such information is received accidentally, it will be handled with enhanced care and only where a lawful basis applies.

We generally collect personal data directly from you when you request a quote, make a booking, confirm service details, complete payment, or communicate with us. We may also receive information from third parties where this is necessary to deliver the service, such as letting agents, landlords, tenants, or property managers acting on your behalf or as part of a booking arrangement.

2. How We Use Personal Data

We use personal data only for specific and legitimate purposes. These include:

providing cleaning quotations and confirming bookings;
delivering end of tenancy cleaning services;
coordinating access to properties and scheduling work;
processing payments, refunds, and invoices;
responding to enquiries and customer service requests;
handling complaints, disputes, and service follow-up;
meeting legal, accounting, insurance, and tax obligations;
preventing fraud, misuse, or unauthorised activity;
improving service quality, administration, and business operations.

We do not use personal data for purposes that are incompatible with the reasons it was collected, unless we have a lawful basis to do so and have informed you appropriately.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. Depending on the circumstances, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, confirming service details, carrying out cleaning work, and managing payment arrangements.

Legal Obligation

We may process personal data to comply with legal requirements, such as tax records, accounting obligations, record keeping, and responding to lawful requests from authorities.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. This may include managing our operations, improving our services, preventing fraud, maintaining security, and resolving disputes.

Consent

In limited cases, we may rely on your consent, for example where we request permission to use certain optional information or for specific communications. Where consent is used, you may withdraw it at any time.

We do not normally rely on consent where another lawful basis is more appropriate, especially where data processing is required to provide a requested service.

4. Retention of Personal Data

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 processing.

Service and booking records are typically retained for the period needed to manage the service and address any follow-up matters.
Financial and accounting records are retained for the period required by tax and accounting law.
Communication records may be retained for a reasonable period to manage customer service, complaints, and legal claims.
Technical logs are retained only as long as necessary for security, troubleshooting, and system administration.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. In some cases, we may retain data longer if it is necessary to establish, exercise, or defend legal claims.

5. Sharing Data and Processors

We may share personal data with trusted third parties where necessary to operate our business and provide our services. These third parties act either as independent controllers or as processors acting on our instructions. We only use processors that provide sufficient guarantees regarding security and GDPR compliance.

Examples of processors and service providers may include:

Payment processors to handle card and electronic payments securely;
Accounting and bookkeeping providers for financial administration;
IT and cloud service providers for data storage, email, and system support;
Customer management or scheduling tools used to organise bookings and service delivery;
Communication providers used for sending service-related messages;
Professional advisers such as lawyers, insurers, or accountants where necessary;
Public authorities where disclosure is required by law or in connection with legal proceedings.

We do not sell personal data. If personal data is transferred outside the UK or EEA, we will ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent legal protections.

6. Data Security

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

Although we take reasonable steps to safeguard information, no method of transmission or storage is completely secure. If a data breach occurs that is likely to result in a risk to your rights and freedoms, we will respond in accordance with applicable law and take appropriate remedial action.

7. Your Rights

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

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 — you can ask us to delete your data in certain circumstances.
Right to restriction — you can 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 — you may request that certain data be provided in a structured, commonly used format.
Right to withdraw consent — where processing is based on consent, you may withdraw it at any time.

You also have the right to raise a concern with the relevant data protection authority if you believe your data has been handled unlawfully. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

8. Children’s Data

Our services are intended for adults and business-related customers. We do not knowingly collect personal data from children. If we become aware that children’s data has been provided without a lawful basis, we will take appropriate steps to delete or protect it.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data processing practices. Any updated version will apply from the date it is published. We encourage customers to review this policy periodically to stay informed about how personal data is handled.

10. Summary of Our Commitment

We are committed to processing personal data lawfully, fairly, and transparently. We collect only what is necessary, use it for clear and legitimate purposes, keep it only as long as needed, and protect it through appropriate safeguards. We also respect the rights of all End Of Tenancy Cleans customers in area and will respond to data protection requests in accordance with applicable law.

This Privacy Policy is designed for general informational purposes and should be reviewed to ensure it accurately reflects your specific business operations and legal obligations.