Docklands Carpet Cleaning Privacy Policy

This Privacy Policy explains how Docklands Carpet Cleaning collects, uses, shares and protects personal data relating to our customers and prospective customers. It applies to all Docklands Carpet Cleaning customers and service users within our operating area, regardless of how you contact us or use our services.

Docklands Carpet Cleaning acts as the data controller for the personal data described in this Privacy Policy. We are committed to processing your data in a lawful, fair and transparent manner and in accordance with the General Data Protection Regulation and applicable data protection law.

Scope of this Privacy Policy

This Privacy Policy applies to personal data that we collect when you enquire about, book or receive carpet cleaning or related services from Docklands Carpet Cleaning, when you visit our website, or when you interact with us via any other communication channel. It does not cover the practices of third parties for whom we are not responsible.

Personal Data We Collect

We may collect and process the following categories of personal data:

Contact and identity details: name, address, service address, billing address, and town or area; basic contact information such as your preferred communication details; any other identifying information you choose to provide in your communications with us.

Service and booking information: details of the services you request or purchase, dates and times of bookings, access instructions for the property, information about the areas to be cleaned, and any notes relevant to completing the job safely and effectively.

Payment-related details: information about payments you make, such as amount, payment method and transaction reference. We do not store full payment card details; these are handled by our payment service providers.

Communications and correspondence: records of communications between you and Docklands Carpet Cleaning, including enquiries, feedback, complaints, and any follow-up discussions.

Technical and usage data: when you visit our website, we may collect technical information such as IP address, browser type and version, device identifiers, pages visited and time spent on pages, where this is necessary for the functioning and security of our website or where you have consented to such collection.

Marketing preferences: your preferences regarding receiving marketing information from us, including any consents you have given or withdrawn.

Lawful Bases for Processing

We process your personal data under one or more of the following lawful bases:

Contract: to take steps at your request before entering into a contract, and to perform our contract with you for carpet cleaning and related services. This includes handling enquiries, creating bookings, providing services, handling payments, and managing customer service issues.

Legal obligation: to comply with legal requirements, such as accounting and tax obligations, record-keeping duties, and responding to lawful requests from public authorities.

Legitimate interests: to pursue our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. This includes managing and improving our services, maintaining and improving our website, preventing and detecting fraud, ensuring the security of our systems and premises, and following up on previous enquiries or services where appropriate.

Consent: where required by law, we will seek your consent before sending you certain types of marketing communications, using optional cookies or similar technologies, or processing your data for specific purposes beyond the scope of contract, legal obligation or legitimate interests. You can withdraw your consent at any time.

How We Use Your Personal Data

We may use your personal data for the following purposes:

Providing services: to handle your booking or enquiry, plan and carry out cleaning services, communicate with you about your appointment, and deal with any changes, cancellations or follow-up work.

Customer service and communication: to respond to your questions and requests, manage complaints and disputes, and keep you informed about important information relating to your service.

Billing and payments: to prepare quotes and invoices, process payments, and maintain financial and accounting records.

Business operations and improvements: to analyse how our services are used, improve our service quality, train staff, manage our resources, and maintain accurate internal records.

Marketing and promotions: where permitted, to inform you about services, offers or updates that may be of interest to you based on your previous interactions with Docklands Carpet Cleaning. You can opt out of marketing communications at any time.

Security and fraud prevention: to protect our staff, customers and business, including verifying identity where necessary, preventing misuse of our services, and ensuring the security of our systems and premises.

Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, or as required by law.

Service and contract records: information relating to bookings, services provided and associated communications is typically kept for the duration of the customer relationship and for a reasonable period thereafter, to handle follow-up queries, potential disputes or warranty issues.

Financial and transaction data: records such as invoices and payment information are retained for the period required by tax and accounting law, which is generally at least several years from the end of the relevant financial year.

Marketing data: we will retain your contact details for marketing purposes only for as long as you remain subscribed or we continue to have a lawful basis to contact you. If you opt out of marketing, we may retain limited information to record and respect your preference.

Website and technical data: technical and usage information is kept for as long as necessary to ensure website security, investigate incidents and improve performance, or as required by applicable law.

When personal data is no longer needed, we will securely delete or anonymise it so that it can no longer be associated with you.

Data Processors and Sharing of Personal Data

We may share your personal data with carefully selected third parties who act as data processors on our behalf. These processors are only permitted to process your data in accordance with our instructions and for the purposes set out in this Privacy Policy, and they are required to implement appropriate security measures.

Examples of such processors include:

Payment service providers that process card or electronic payments for our services.

IT and hosting providers that supply and maintain our booking systems, email services, data storage and website infrastructure.

Professional advisers, such as accountants or legal advisers, who require access to certain information in the course of providing their services to us.

We may also share personal data where required by law, regulation or a court order, or where necessary to establish, exercise or defend legal claims. We do not sell your personal data.

If we transfer personal data outside the United Kingdom or the European Economic Area, we will ensure that an adequate level of protection is in place in accordance with data protection law.

Security of Your Personal Data

Docklands Carpet Cleaning takes appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include restricting access to personal data to staff and processors who need it for legitimate business purposes and ensuring that such persons are subject to confidentiality obligations.

Your Data Protection Rights

Under the GDPR and applicable data protection law, you have a number of rights in relation to your personal data. These rights include:

Right of access: you have the right to request confirmation as to whether we process your personal data and, if so, to receive a copy of that data together with certain additional information.

Right to rectification: you have the right to request that inaccurate or incomplete personal data about you be corrected or completed.

Right to erasure: in certain circumstances, you may request that we delete your personal data. This right is not absolute and may be subject to legal or contractual obligations that require us to retain certain information.

Right to restriction of processing: you may request that we restrict the processing of your personal data in certain situations, such as while we are investigating a concern you have raised regarding the accuracy or lawfulness of the data we hold.

Right to data portability: where processing is based on your consent or on a contract and is carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine-readable format and to have it transmitted to another controller where technically feasible.

Right to object: you may object at any time to processing of your personal data that is based on our legitimate interests, including profiling, or to processing for direct marketing purposes. We will stop such processing unless we can demonstrate compelling legitimate grounds or unless it is required for legal claims.

Right to withdraw consent: where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.

You also have the right to lodge a complaint with a data protection supervisory authority if you believe that your rights have been infringed. We encourage you to contact us first so that we can try to resolve any concerns directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or the services we offer. Any updates will be made available under the Privacy Policy section of our website or by other appropriate means. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.