Privacy Policy

Surrey Carpet Cleaning Customer Privacy Policy

This Privacy Policy explains how Surrey Carpet Cleaning collects, uses, shares, and protects personal data relating to our customers and prospective customers within our service area in Surrey. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. By using our services, you acknowledge that you have read and understood this Privacy Policy.

Who we are and scope of this policy

Surrey Carpet Cleaning is a carpet, upholstery, and related cleaning services provider operating in the Surrey area. For the purposes of applicable data protection law, Surrey Carpet Cleaning is the data controller for the personal data described in this Privacy Policy. This Privacy Policy applies to all Surrey Carpet Cleaning customers and prospective customers within our service area in Surrey, regardless of how you contact us or engage our services.

Types of personal data we collect

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

Identity and contact details, such as your name, residential or business address, and general contact details you choose to provide.

Service and appointment details, such as the services you request, property access instructions you choose to share, dates and times of bookings, and notes relevant to the performance of our services.

Billing and payment information, such as payment confirmations, invoice and transaction details, and information necessary for accounting and tax purposes. We do not store full payment card details if electronic payment processing is performed by third party providers.

Communication records, such as emails, written correspondence, and notes from phone conversations relating to quotes, bookings, complaints, or feedback.

Marketing preferences, such as your preferences about receiving service updates, promotions, or newsletters and records of any consent you provide or withdraw.

Technical and usage data, where relevant, such as basic device or browser information, and pages visited on our website, to support security, performance, and improvement of our services.

How we collect your personal data

We may collect personal data directly from you when you contact us to request information, a quote, or to make a booking, when you communicate with us by phone or other channels, when we provide services at your premises, and when you provide feedback or submit a complaint.

We may collect data automatically through our website when you browse or interact with it, including through the use of cookies or similar technologies where permitted by law. Where required, we will ask for your consent before placing non-essential cookies.

We may also receive personal data about you from third parties, for example where another person arranges services on your behalf or where we work with business partners who refer you to us.

Purposes and lawful bases for processing

We process your personal data only where we have a lawful basis under data protection law. The purposes for which we use your data and the corresponding lawful bases include the following:

To provide our cleaning services, including responding to enquiries, preparing quotes, confirming bookings, performing services at your premises, and providing customer care. We rely on the lawful basis of performance of a contract or taking steps at your request prior to entering into a contract.

To manage our relationship with you, including handling feedback, addressing queries or complaints, and notifying you of important changes to our terms or policies. We rely on performance of a contract and our legitimate interests in providing effective customer service and maintaining our business records.

To process payments and maintain accounts and records, including issuing invoices, keeping accounting records, and complying with tax and financial reporting obligations. We rely on the lawful bases of performance of a contract and compliance with legal obligations.

To improve and develop our services, for example by analyzing service usage and customer feedback to improve our processes, training, and service offering. We rely on our legitimate interests in improving and developing our business and services.

To send direct marketing communications about our services, promotions, and updates where you have given consent or where we are otherwise permitted to do so by law. You can withdraw your consent or object to marketing at any time.

To ensure security and prevent fraud, including verifying identity where appropriate and protecting our systems and business from misuse or unlawful activity. We rely on our legitimate interests in ensuring the security of our operations and compliance with legal obligations.

Data sharing and processors

We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes set out in this Privacy Policy.

We may share data with service providers acting as data processors who provide services such as payment processing, cloud data storage, customer relationship management systems, email or communication platforms, accounting and bookkeeping services, and information technology support. These providers are required to process personal data only in accordance with our instructions and to implement appropriate security measures.

We may share data with professional advisers such as accountants or legal advisers where necessary to obtain professional advice or comply with legal obligations.

We may disclose personal data to regulatory authorities, law enforcement agencies, courts, or other public authorities where required by law or where necessary to protect our rights or the rights of others.

If we are involved in a business reorganisation, sale, or transfer of some or all of our business, personal data may be transferred to the relevant third parties, subject to appropriate safeguards.

International transfers

We aim to store and process personal data within the United Kingdom or the European Economic Area wherever possible. Where we use service providers or platforms that involve transfers of personal data outside these regions, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent mechanisms required by data protection law.

Data retention

We keep your personal data only for as long as is necessary for the purposes described in this Privacy Policy and to satisfy any legal, accounting, or reporting requirements.

Customer and service records, including booking and service details, are typically retained for a period that allows us to respond to queries, deal with any disputes, and meet legal retention obligations, including tax and financial record-keeping requirements.

Marketing data, such as your contact details used for sending marketing communications, is kept until you opt out or withdraw consent, or until we determine that it is no longer necessary for marketing purposes. Even if you opt out of marketing, we may retain limited information to record your preference.

When personal data is no longer needed, we will securely delete or anonymise it.

Your data protection rights

You have a number of rights under data protection law in relation to your personal data. These rights may be subject to certain limitations or conditions. These rights include the following:

The right of access, meaning you can request confirmation that we process your personal data and obtain a copy of the personal data we hold about you, together with certain information about how we use it.

The right to rectification, meaning you can request that inaccurate or incomplete personal data we hold about you is corrected or completed.

The right to erasure, meaning you can request that we delete your personal data in certain circumstances, for example where the data is no longer needed for the purposes for which it was collected or where you withdraw consent and no other lawful basis applies.

The right to restriction of processing, meaning you can ask us to limit the way we use your personal data in certain circumstances.

The right to data portability, meaning you can request that we provide your personal data in a structured, commonly used, and machine-readable format and, where technically feasible, transmit it to another organisation, where the processing is based on consent or contract and carried out by automated means.

The right to object, meaning you can object at any time to our processing of your personal data where we rely on legitimate interests as our lawful basis, including for direct marketing. We will stop processing your data for these purposes unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms or where processing is required for legal claims.

Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing based on consent before its withdrawal.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage. These measures include access controls, secure storage, and procedures designed to ensure that personal data is handled lawfully and securely. While we aim to protect your personal data, no system can be completely secure, and you should take care to protect your own information when communicating with us.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal or regulatory requirements, or improvements to the way we communicate information about our privacy practices. When we make significant changes, we will take appropriate steps to bring them to your attention. The most current version of this Privacy Policy will apply to our use of your personal data.

How to exercise your rights or raise concerns

If you wish to exercise any of your rights or have questions or concerns about how we handle your personal data, you can contact us using the contact details published on our main customer communications or website. You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe your rights have been infringed. We would appreciate the opportunity to address your concerns directly in the first instance.