Privacy Policy

Soho Carpet Cleaning Privacy Policy

This Privacy Policy explains how Soho Carpet Cleaning collects, uses, stores and protects personal data relating to its customers and prospective customers in our service area. It is intended to provide clear information in accordance with the UK General Data Protection Regulation and any applicable data protection laws. By using our services, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all Soho Carpet Cleaning customers and potential customers within our service area who contact us, request a quotation, make a booking, receive our services, or otherwise interact with us. It applies whether personal data is provided by telephone, in person, in writing, via our website, or through any other communication method we make available.

Data Controller

Soho Carpet Cleaning is the data controller in respect of the personal data it collects and processes about you. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection laws.

Personal Data We Collect

We only collect personal data that is relevant and necessary for the purposes described in this Privacy Policy. Depending on how you interact with us, we may collect the following categories of personal data:

Identification and contact details, such as your name, address, and basic contact information you choose to provide to us so that we can communicate with you and deliver our services.

Service and booking details, such as information about the property where services are requested, preferred dates and times, details of the carpets, rugs or upholstery to be cleaned, and any relevant access instructions you provide.

Communication records, including notes from telephone calls, information you provide during visits, and details of enquiries or complaints that you submit to us.

Payment and transaction data, such as details about the services you purchase and payment status. We do not store full payment card details; where card payments are used, these are processed by a third party payment processor.

Technical and usage information, such as basic information about how you access our online services, to the extent that it is necessary for security, service improvement and administration. We do not seek to identify you from this information unless necessary for fraud prevention or security reasons.

How We Collect Personal Data

We collect personal data directly from you when you request a quotation, make a booking, contact us with an enquiry, or provide information during the delivery of our services. We may also collect data when you interact with any online forms or digital tools we make available.

In certain cases, personal data may be provided by another individual acting on your behalf, for example a landlord, tenant, property manager, or family member making a booking for you. In these circumstances, we ask that the person providing the information confirms that you are aware of this Privacy Policy where appropriate.

Lawful Bases for Processing

We process your personal data only where we have a lawful basis to do so. Depending on the context, our lawful bases include:

Contract: We process personal data to take steps at your request before entering into a contract and to perform a contract for carpet cleaning or related services. This includes handling bookings, providing quotations, carrying out cleaning services, and managing payments.

Legitimate interests: We process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and interests. This includes managing our relationship with you, responding to enquiries, improving our services, and ensuring the security of our systems and premises.

Legal obligations: We process personal data where necessary to comply with legal and regulatory requirements, such as record-keeping, tax obligations, and responding to lawful requests from public authorities.

Consent: In some situations, we may rely on your consent, for example where we send certain types of optional marketing communications. Where we rely on consent, you have the right to withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

How We Use Your Personal Data

We use personal data for the following purposes:

To provide and manage our services, including creating and managing bookings, delivering carpet and upholstery cleaning, carrying out follow-up visits where agreed, and communicating with you about your appointments.

To respond to enquiries and provide quotations, whether you contact us as an existing customer or as a potential customer considering our services.

To manage our relationship with you, including dealing with feedback, resolving complaints, and maintaining accurate records of the services provided.

To administer payments and accounting, including issuing invoices, processing payments via our chosen payment processors, and maintaining financial records.

To improve our services and operations, for example by reviewing how our services are used and making adjustments to our processes, training, and customer support.

To protect our business, staff and customers, including for fraud prevention, security purposes and to comply with applicable laws and regulations.

Data Processors and Third Parties

We may share personal data with trusted third parties who act as data processors on our behalf. These processors are only permitted to use your personal data in accordance with our instructions and for the purposes described in this Privacy Policy. They must also implement appropriate security measures to protect your data.

Categories of processors may include payment processing providers, IT and cloud service providers, booking or scheduling system providers, customer relationship management providers, and professional advisers who assist us in operating our business.

Where required by law or regulation, we may share personal data with public authorities, regulators, law enforcement bodies or courts. We will only do so where there is a lawful basis for the disclosure.

We do not sell or rent your personal data to third parties for their own marketing purposes.

International Transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, or where data is stored on servers outside those territories, we take steps to ensure that your personal data is afforded an equivalent level of protection. This may include relying on adequacy regulations or implementing standard contractual clauses and additional safeguards where required.

Data Retention

We retain your personal data only for as long as is necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting, or reporting requirements. The specific retention period depends on the nature of the data and the context of the processing.

Typically, we retain core customer and service records for a period that allows us to respond to queries about past work, comply with tax and accounting rules, and defend potential legal claims. After the relevant retention periods have expired, we will either securely delete, anonymise, or otherwise irreversibly de-identify your personal data.

Data Security

We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures are designed to provide a level of security appropriate to the risks associated with the processing of your personal data and are kept under review.

Your Data Protection Rights

Under data protection laws, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, these include:

Right of access: You have the right to obtain confirmation as to whether we process personal data about you and to request access to that personal data.

Right to rectification: You have the right to request that inaccurate or incomplete personal data is corrected or completed.

Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected and there is no other lawful basis for retention.

Right to restriction: You have the right to request that we restrict the processing of your personal data in certain situations, such as while we are verifying its accuracy or considering an objection you have raised.

Right to object: You have the right to object to processing that is based on our legitimate interests, including profiling based on those interests. We will stop processing unless we can demonstrate compelling legitimate grounds which override your interests, rights and freedoms, or where processing is necessary for legal claims.

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

Rights related to consent: Where we rely on your consent, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing that took place before consent was withdrawn.

Exercising Your Rights

If you wish to exercise any of your data protection rights, please contact us using your preferred communication method and clearly state which right you wish to exercise and, where relevant, the information your request relates to. We may need to verify your identity before responding to your request in order to protect your personal data.

We aim to respond to all valid requests within one month of receipt. If your request is particularly complex or we receive multiple requests, it may take us longer to respond, in which case we will inform you of the delay.

Complaints

If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in your jurisdiction if you believe that your data protection rights have been infringed.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. Any changes will be effective from the date the updated version is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.