Privacy Policy - Creekmouth Carpet Cleaners

This Privacy Policy explains how Creekmouth Carpet Cleaners collects, uses, stores, shares, and protects personal data. It applies to all Creekmouth Carpet Cleaners customers in the area, including prospective customers, existing customers, and individuals who interact with us in connection with our carpet cleaning services.

We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read this policy carefully to understand how we treat your information and what rights you have.

1. Information We Collect

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

Identity details such as your name or the name of your household or business contact.
Contact details such as address, telephone number, and email address.
Service details including booking preferences, property access notes, cleaning requirements, and service history.
Payment information such as payment status, transaction records, and invoice details. We do not retain card details unless strictly necessary and lawfully permitted.
Communication records including emails, messages, call notes, complaints, feedback, and customer service correspondence.
Technical data where relevant, such as basic device or website interaction information if you contact us online.
Special instructions related to accessibility, safety, allergies, fragile items, or property concerns that affect service delivery.

We generally collect data directly from you when you request a quote, book a service, make an enquiry, provide feedback, or communicate with us. We may also receive information from third parties where necessary to complete a service, process payment, or resolve an issue.

2. How We Use Your Data

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

providing carpet cleaning and related services;
managing bookings, quotes, and customer accounts;
communicating with you about appointments, service updates, and service issues;
processing payments, issuing invoices, and maintaining financial records;
responding to enquiries, feedback, complaints, or dispute resolution requests;
meeting legal, tax, accounting, insurance, and regulatory obligations;
improving our services, operations, and customer experience;
preventing fraud, misuse, or unlawful activity;
maintaining internal records and service quality control.

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, where required, we have informed you.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, we rely on one or more of the following bases:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes taking bookings, providing cleaning services, managing payments, and handling service-related communications.

Legal obligation

We may process data where necessary to comply with legal requirements, such as tax, accounting, employment, insurance, or record-keeping obligations.

Legitimate interests

We may process data where it is necessary for our legitimate business interests and where those interests do not override your rights and freedoms. This may include customer service, quality control, service improvement, fraud prevention, and internal administration.

Consent

In limited cases, we may rely on your consent, for example for certain optional communications or preferences. Where we do rely on consent, you have the right to withdraw it at any time.

Vital interests

In exceptional circumstances, we may process data to protect someone’s vital interests, such as if information is needed in an emergency affecting health or safety.

4. Sharing Your Information and Processors

We may share personal data with trusted third parties only when necessary and only for legitimate business purposes. These third parties may act as data processors or, in some cases, independent controllers. Examples include:

Payment providers that process customer transactions securely;
Accounting and bookkeeping providers that assist with invoicing, tax, and financial record management;
IT and cloud service providers that support data storage, email, scheduling, and secure administration;
Customer communication tools used to manage messages and appointment scheduling;
Professional advisers such as legal, insurance, or audit advisers when needed;
Public authorities or regulators where disclosure is required by law.

All processors are required to handle personal data securely, to use it only on our instructions, and to comply with applicable data protection requirements. We do not sell your personal data.

Where data is transferred outside the UK or European Economic Area, we will ensure appropriate safeguards are in place, such as an adequacy decision or approved contractual protections.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, tax, and operational requirements. Retention periods may vary depending on the type of information and the reason for processing.

Customer and service records are typically kept for the period needed to manage the service relationship and address any follow-up issues.
Financial records are usually retained for the period required by tax and accounting law.
Correspondence and complaints may be kept for a reasonable period to evidence communications and resolve disputes.
Marketing consent records are kept until you withdraw consent or the data is no longer needed.

When data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention practices and legal obligations.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unlawful access, misuse, alteration, or disclosure. These measures may include access restrictions, password protection, secure storage, staff confidentiality obligations, and regular review of our procedures.

While we take reasonable steps to safeguard your data, no system can be guaranteed to be completely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will respond in line with legal requirements.

7. Your Rights

As a data subject, you have several rights under data protection law. These rights may be subject to conditions or exemptions depending on the circumstances. They include:

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 data.
Right to erasure - you may ask us to delete your data in certain situations.
Right to restrict processing - you can request limited use of your data in certain circumstances.
Right to data portability - you may request your data in a structured, commonly used format where applicable.
Right to object - you can 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.

We will respond to valid requests within the time limits required by law. If we cannot comply with a request, we will explain why, subject to any legal restrictions.

8. Cookies and Similar Technologies

If you interact with our online services, we may use cookies or similar technologies where applicable to improve functionality, understand usage, and support basic security and performance. Where consent is required, we will seek it appropriately. You can control cookies through your browser settings.

9. Children’s Data

Our services are intended for adults and business customers arranging services on properties. We do not knowingly collect personal data directly from children unless it is necessary in relation to a service request and provided by a parent, guardian, or responsible adult. If we become aware that we have collected children’s data inappropriately, we will take steps to delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically.

11. Complaints and Further Information

If you have concerns about how your personal data is handled, you have the right to raise those concerns with the relevant data protection authority. You may also contact us through our usual service channels if you want to exercise your rights, ask questions about this policy, or raise a privacy concern.

Creekmouth Carpet Cleaners values your privacy and aims to process your information responsibly, securely, and transparently. We only use the personal data needed to provide a reliable service and to meet our legal obligations while respecting your rights.