Privacy Policy

Bow Cleaner Privacy Policy

This Privacy Policy explains how Bow Cleaner collects, uses, stores, and protects personal data relating to customers and prospective customers in our service area. It also explains your rights under the General Data Protection Regulation and how you can exercise them. This Privacy Policy applies to all Bow Cleaner customers in our service area, regardless of how you contact us or use our services.

1. Who we are and scope of this policy

Bow Cleaner provides cleaning and related services to residential and commercial customers. In the context of the General Data Protection Regulation, Bow Cleaner is the data controller for the personal data described in this Privacy Policy. This means we determine the purposes and means of processing your personal data.

This Privacy Policy covers personal data that we collect from you when you contact us, request a quote, book or receive services, make a payment, or otherwise interact with Bow Cleaner as a customer or potential customer in our service area.

2. Personal data we collect

We may collect and process the following categories of personal data, depending on how you interact with us and which services you use:

Identification and contact details: name, salutation, billing address, service address, and other contact details required to communicate with you and perform our services.

Communication details: records of communications you send to us or have with us, such as enquiries, feedback, complaints, and service instructions made by phone, in person, or using other communication methods.

Service-related information: details about the services you request or receive, such as property type or size, preferred service times, access instructions where provided, and information necessary for our cleaning teams to deliver the services safely and effectively.

Payment and transaction data: information relating to quotes, invoices, payment status, payment method type, and transaction history. We do not store full payment card details when using third-party payment processors. Only limited information necessary for accounting and record keeping is retained.

Technical and usage data: when you use our online services, we may collect limited technical information such as device type, browser type, and usage data required for security, troubleshooting, and service improvement.

Special category data: we do not routinely seek to collect special categories of personal data. Where you voluntarily provide information about health or accessibility needs so that we can adapt our services, we will only use it for that purpose and will handle it with heightened care.

3. How we collect your personal data

We collect personal data directly from you when you contact us to request information or a quote, make a booking, modify an existing booking, provide service instructions, pay an invoice, or communicate with our staff during or after the provision of services.

We may also receive personal data from third parties where this is necessary to provide services to you. For example, a landlord or property manager may provide your contact details to arrange cleaning services for a property you occupy, or a business client may provide details of staff to coordinate access. In such cases, we take steps to ensure that the data has been shared lawfully.

4. Lawful bases for processing

We process your personal data only where we have a lawful basis under the General Data Protection Regulation. The main lawful bases we rely on are:

Performance of a contract: we process your personal data to prepare quotes, confirm bookings, deliver cleaning services, manage access to your premises, issue invoices, and handle any questions or issues arising from our contract with you.

Legal obligations: we process certain data to comply with legal and regulatory requirements, such as tax and accounting rules, and to maintain records required by law.

Legitimate interests: we process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This includes managing our relationship with you, improving our services, preventing fraud, ensuring the safety of our staff and customers, and defending legal claims.

Consent: where required by law, we rely on your consent to process certain data, for example for specific types of marketing communications. You can withdraw your consent at any time, which will not affect the lawfulness of processing based on consent before withdrawal.

5. How we use your personal data

We use the personal data we collect for the following purposes:

To provide and manage our services: including responding to enquiries, providing quotes, booking and scheduling services, arranging access to premises, providing cleaning and related services, and managing customer accounts.

To communicate with you: including confirming bookings, sending service updates, responding to queries or complaints, and providing information about changes to our services or terms.

To manage payments and accounting: including issuing invoices, processing payments through third-party payment processors, managing refunds where applicable, and maintaining financial records.

To improve and develop our services: including monitoring service quality, training staff, and analysing aggregated data about how our services are used in order to improve efficiency and customer experience.

To ensure security and prevent misuse: including verifying identity where appropriate, protecting our staff and customers, and detecting or preventing fraud and other unlawful activities.

To send marketing communications: where permitted by law or where you have given your consent, we may send you information about our services, offers, or updates. You can opt out of marketing at any time.

6. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. The retention period will vary according to the type of data and the nature of our relationship with you.

Customer account and service records are generally retained for as long as you remain an active customer and for a reasonable period afterwards, typically up to several years, to respond to queries, handle potential disputes, and comply with legal obligations.

Financial and transaction records are retained for periods required by tax and accounting laws. Where data is no longer required for the purposes described, it will be securely deleted, anonymised, or removed from our active systems.

7. Data sharing and processors

We do not sell your personal data. We may share your personal data with selected third parties where necessary for the purposes described in this Privacy Policy and where an appropriate legal basis exists.

Service providers acting as data processors: we may use carefully selected third-party providers to support our operations, such as providers of booking or scheduling systems, payment processing services, customer relationship management tools, cloud storage, and IT support. These providers process personal data on our behalf and may only use it in accordance with our documented instructions.

Professional advisers and authorities: we may share data with professional advisers such as accountants or legal advisers, and with public authorities or law enforcement when required by law or when necessary to protect our rights, our customers, or others.

Where we use data processors, we put in place written contracts requiring them to implement appropriate technical and organisational measures to protect your data and to process it only as instructed by Bow Cleaner.

8. International transfers

Our primary operations focus on customers within our service area. Where personal data is transferred outside the European Economic Area by our service providers, we take steps to ensure that an adequate level of protection is in place, such as relying on adequacy decisions, standard contractual clauses, or other safeguards recognised by data protection law.

9. How we protect your data

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 include limiting access to personal data to staff who need it to perform their duties, using secure systems and tools, and providing staff training on data protection obligations.

10. Your data protection rights

Under the General Data Protection Regulation, you have a number of rights in relation to your personal data. These rights apply to all Bow Cleaner customers in our service area, subject to certain legal conditions and limitations.

Right of access: you have the right to request confirmation as to whether we process your personal data and to receive a copy of that data, along with information about how we use it.

Right to rectification: you have the right to ask us to correct inaccurate or incomplete personal data that we hold about you.

Right to erasure: in certain circumstances, you may ask us to delete your personal data. This right is not absolute and may be limited where we need to retain data to comply with legal obligations or to establish, exercise, or defend legal claims.

Right to restriction of processing: you may ask us to restrict the processing of your personal data in certain situations, for example while we are verifying its accuracy or considering an objection you have raised.

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

Right to object: you have the right to object to the processing of your personal data where we rely on legitimate interests as the lawful basis, including profiling based on those interests. You also have the right to object at any time to the processing of your data for direct marketing, after which we will no longer use your data for that purpose.

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

11. Exercising your rights and contacting us

If you wish to exercise any of your data protection rights, or if you have questions or concerns about how Bow Cleaner processes your personal data, you can contact us using the contact details available through our usual customer communication channels. In order to protect your privacy, we may ask you to verify your identity before responding to your request.

If you believe that we have not handled your personal data in accordance with data protection law, you also have the right to lodge a complaint with your local supervisory authority. We encourage you to contact us first so that we can try to resolve your concerns.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our data processing practices, or applicable law. Any updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically so that you remain informed about how Bow Cleaner protects your personal data.