Privacy Policy

2. Information We Collect

We collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

2.1 Personal Data

• Identity Data: Includes first name, last name, and title.
• Contact Data: Includes email address, telephone number, and postal address.

2.2 Account and Profile Data

• Account Data: Login credentials and account type (customer or provider).
• Profile Data: Preferences, feedback, and survey responses.

2.3 Booking & Service Data

• Booking Details: Date, time, and service type requested or provided.
• Property Details: Information about the property to be cleaned, including size, specific instructions, and access notes.
• Location Data: Postcode and coordinates used to facilitate booking matching, provider assignment, and mapping features.

2.4 Provider Data

For independent cleaning providers, we also collect:

• Professional Info: Profile details, availability, and service areas.
• Verification Data: Insurance information and optional DBS (Disclosure and Barring Service) data where provided.

2.5 Financial and Transaction Data

• Payment Data: Payments and payouts are processed via Stripe. We do not store full credit card numbers or bank account details on our servers.
• Transaction History: Details about payments to and from you and other details of services you have purchased or provided.
• Payout Data: For providers, details required to process earnings via Stripe.

2.6 Communication and Interaction

• Communication Data: Messages between users on the platform, support communications, and records of SMS/email notifications.
• Feedback & Disputes: Ratings, reviews, and evidence provided during dispute resolution.

2.7 Technical and Usage Data

• Technical Data: IP address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform.
• Usage Data: Information about how you use our Platform, products, and services.

3. How We Use Your Information

We use your information for the following purposes and on the following lawful bases:

• Managing Bookings: To facilitate connections between customers and independent providers and manage the booking lifecycle. (Lawful basis: Performance of a contract)
• Processing Payments: To facilitate secure payments from customers and payouts to providers through Stripe. (Lawful basis: Performance of a contract)
• Matching and Operational Delivery: To match customers with suitable providers and ensure the efficient operation of the platform. (Lawful basis: Legitimate interests)
• Service Communications: To send essential service-related notifications via email (Postmark) and SMS (ClickSend). (Lawful basis: Performance of a contract and Legitimate interests)
• Dispute Resolution: To handle feedback and arbitrate disputes between users. (Lawful basis: Legitimate interests)
• Platform Improvement: To analyse usage behaviour to enhance our services and user experience. (Lawful basis: Legitimate interests)
• Legal Compliance: To comply with our legal and regulatory obligations. (Lawful basis: Legal obligation)

4. Sharing Your Information

We share your information with the following parties to operate our platform and provide our services:

• Customers and Providers: We share only the information necessary to deliver and manage your bookings, such as contact details and service addresses.
• Stripe: Our payment processor, for handling all payment transactions and provider payouts.
• Postmark: Our email provider, for sending transactional and service emails.
• ClickSend: Our SMS provider, for sending booking notifications and alerts.
• Mapbox: For mapping, location services, and address validation.
• Infrastructure Providers: Cloud hosting and storage providers that power the CleanerLink platform.
• Professional Advisers: Including lawyers, bankers, auditors, and insurers.
• Legal and Regulatory Authorities: We may disclose information if required by law or in response to valid requests by public authorities.

We only share the minimum personal data necessary for these third parties to perform their specific functions. We do not sell your personal data to third parties.

International Transfers

We may transfer your personal data to service providers outside the UK. In such cases, we ensure your data is protected by requiring the implementation of appropriate safeguards, such as UK-approved standard contractual clauses.

5. Data Security

We have put in place security measures designed to prevent your personal data from being accidentally lost, used, or accessed in an unauthorised way.

• We limit access to your personal data to those who have a genuine business need to access it.
• Payment handling is managed securely via Stripe using industry-standard encryption.
• We maintain technical access controls and safeguards across our infrastructure.

6. Data Retention

We retain your personal data for as long as necessary to fulfil the purposes we collected it for, such as satisfying legal, accounting, or reporting requirements.

• Account Data: Generally retained while your account remains active.
• Booking & Transaction Data: We typically retain these records for 6 years to comply with legal and tax obligations.
• Communication Records: Retained for a period necessary to maintain support history and platform integrity.
• Dispute Records: Retained until the resolution of the matter and for a reasonable period thereafter to address potential legal claims.

7. Your Legal Rights

Under UK data protection law, you have various rights in relation to your personal data, including the right to:

• Request access to your personal data.
• Request correction of your personal data.
• Request erasure of your personal data.
• Object to processing of your personal data.
• Request restriction of processing your personal data.
• Request transfer of your personal data (data portability).
• Withdraw consent at any time (where we rely on consent).

If you wish to exercise any of these rights, please contact our support team. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk. We would appreciate the opportunity to address your concerns before you approach the ICO, so please contact us first.

8. Third-Party Links

This Platform may include links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements.

9. Cookies and Tracking

We use cookies and similar tracking technologies to support core platform functionality, improve your experience, and assist with our marketing efforts.

For more detailed information about the cookies we use and how to manage your preferences, please see our Cookie Policy.

10. Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date.