Clean Connection Ltd (“Clean Connection”, “we”, “us”) is the data controller for the personal information described in this policy. We are registered in England and Wales under company number 16347136, with our registered office at Henleaze House Business Centre, 13 Harbury Road, Henleaze, Bristol, BS9 4PN. We are registered with the Information Commissioner’s Office (ICO) as a data controller.
We take your privacy seriously, particularly because our work often involves access to your home. This policy tells you what we collect, why, how long we keep it, who we share it with, and the rights you have under the UK GDPR and the Data Protection Act 2018.
Information we collect
When you enquire or ask for a quote
- Your name, email address and phone number
- Your postcode and property address
- Details about your property and the cleaning you need (for example number of rooms, condition, preferred days, access notes)
When you become a customer
- Your booking history, cleaning schedule and any special instructions
- Access information you choose to give us so our cleaner can get in - for example key arrangements, key-safe codes, alarm codes and entry instructions
- Payment details and payment history (see “Payment information” below)
- Feedback, reviews, complaints and correspondence with us
Automatically, when you use this website
- Your IP address, device type, browser type and version, operating system, the pages you visit, and the date, time and duration of your visit
- Information collected through cookies and similar technologies (see the “Cookies and tracking” section)
Payment information
Payment terms are set out in your quote and booking confirmation. We keep a record of payments made and outstanding, but we do not store full card details on our systems.
When you apply to work with us
- Your name, email address, phone and WhatsApp numbers, and postcode
- Whether you have the right to work in the UK, your cleaning experience, availability, travel areas and the equipment you have
- Whether you hold a DBS check, and the details of your two referees
We do not ask for your nationality or National Insurance number when you apply. If you join us, we will ask for the documents needed to confirm your right to work and, where relevant, your DBS certificate. We only contact your referees if you pass the phone interview stage.
Special category data
We do not ask for special category data (such as health information). If you volunteer something relevant to how we carry out the clean, we only use it for that purpose.
How we use your information, and our lawful basis
Under the UK GDPR we must have a lawful basis for using your personal information. Our bases are:
- To respond to your enquiry and prepare a quote - to take steps at your request before entering into a contract.
- To provide the cleaning you have booked, including scheduling a cleaner, arranging access to your property, and taking payment - performance of our contract with you.
- To handle bookings, changes, cancellations and complaints, and to run our satisfaction guarantee - performance of our contract with you, or our legitimate interests in managing our business well.
- To send you service messages (for example confirming or reminding you of a visit) - performance of our contract with you.
- To send you marketing about our cleaning services - your consent, or our legitimate interests where you are an existing customer and can opt out at any time. Every marketing message includes an unsubscribe link.
- To assess applications to work with us, including checking references - to take steps at your request before entering into a contract, and our legitimate interests in finding reliable, trustworthy cleaners.
- To keep business and accounting records and to meet tax, health-and-safety and other legal duties - compliance with a legal obligation.
- To improve our website and services, and to keep our systems secure - our legitimate interests. We balance this against your rights and only collect what we need.
Access to your home
Where you give us keys, key-safe codes, alarm codes or entry instructions, we treat this information as confidential. It is recorded against your booking, shared only with the office team and the cleaner assigned to your property, and stored securely. If your cleaning arrangement ends, we delete your access information and return any physical keys.
Who we share your information with
We do not sell your personal information. We share it only where necessary, with:
- Our cleaners - the cleaner assigned to your booking receives only the information they need to carry out the visit (such as your address, access notes and cleaning requirements).
- Our service providers (processors), who act on our instructions under a written contract:
- Our database provider - secure database hosting for enquiry and booking information.
- Cloudflare - website hosting, content delivery and security.
- Google - Google Ads conversion measurement (only with your consent) and Google Fonts.
- CookieYes - our cookie consent tool, which records your cookie choices.
- Our email and telephone providers - to communicate with you, including sending our enquiry and application notification emails.
- Professional advisers and insurers - for example if there is an insurance claim or a legal dispute.
- Public authorities and law enforcement - where we are required to by law, or to establish, exercise or defend legal claims.
- A buyer or successor - if we sell or reorganise our business, in which case your information would remain subject to this policy or an equivalent one.
Cookies and tracking
We use a small number of cookies and similar technologies:
- Strictly necessary - storage the site needs to work, including remembering your cookie choices (set by our consent tool, CookieYes) and keeping our team signed in to the admin area. These do not need your consent.
- Advertising (Google Ads) - we use Google Ads conversion tracking to measure whether our adverts lead to enquiries, phone calls and WhatsApp messages. These cookies are only set if you accept advertising cookies in our cookie banner.
When you first visit, our cookie banner asks for your choice. You can change or withdraw your consent at any time using the button below or the cookie icon on the page. We do not use the Meta (Facebook) Pixel or Google Analytics.
The site also loads a web font from Google Fonts, which means your IP address is sent to Google to deliver the font. This does not set cookies. If you message us using the WhatsApp button, your conversation is handled by WhatsApp (Meta) under its own privacy policy.
Where your information is held
We aim to keep your personal information within the UK and European Economic Area (EEA). Some of our service providers, including Google and WhatsApp (Meta), may process information in the United States. Where information is transferred outside the UK or EEA, we rely on an adequacy regulation or on appropriate safeguards such as the UK International Data Transfer Agreement or Addendum.
How long we keep your information
- Enquiries that do not lead to a booking - up to 12 months, then deleted.
- Customer records - for as long as you are a customer and then for 6 years, to deal with queries, complaints and legal or tax requirements.
- Access information (keys, codes, entry notes) - deleted promptly once your cleaning arrangement ends.
- Unsuccessful job applications - up to 6 months after we make a decision, then deleted.
- Cleaners who work with us - for as long as we work together and then for 6 years, for legal and tax purposes.
- Marketing preferences - kept until you unsubscribe or ask us to stop.
Your rights
Under the UK GDPR you have the right to:
- ask for a copy of the personal information we hold about you
- ask us to correct information that is wrong or incomplete
- ask us to delete your information (in certain circumstances)
- ask us to restrict how we use your information
- object to us using your information for our legitimate interests or for direct marketing
- ask us to transfer your information to you or another provider (data portability)
- withdraw consent at any time, where we rely on consent
To exercise any of these rights, email hello@cleanconnection.co.uk. We will respond within one month. There is normally no charge.
If you are unhappy with how we have handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. We would ask that you contact us first so we can try to put things right.
Keeping your information secure
We use appropriate technical and organisational measures to protect your information, including access controls, encryption in transit, and limiting access to staff who need it. No method of transmission or storage is completely secure, but we take reasonable steps to protect your information and to notify you and the ICO of a serious breach where we are required to.
Children
Our services and this website are not directed at children. We do not knowingly collect personal information about children. If you believe a child has given us their information, please contact us and we will delete it.
Changes to this policy
We may update this policy from time to time. The current version is always on this page, with the “Last updated” date at the top. If we make a significant change we will tell existing customers by email or a notice on the site.
Contact us
For any question about this policy or your personal information:
- Email: hello@cleanconnection.co.uk
- Phone: 0117 244 9931