Privacy Policy - Thornbury & Webb

What Information We Collect

Information You Provide Directly

When you contact us or use our services, you may provide us with personal information including your name, email address, telephone number, postal address, and details about your cleaning requirements. We collect this information when you complete contact forms, make enquiries, or arrange services with us.

The legal basis for processing this information is your consent and our legitimate interest in providing you with the services you request.

Automatically Collected Information

When you visit our website, we automatically collect certain information about your device and browsing activity. This includes your IP address, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, and information about your visit including pages you viewed and how you navigated the site.

We collect this information through cookies and similar tracking technologies. You can control cookie settings through our Cookie Policy.

Service-Related Information

When we provide cleaning services, we may collect information about your property, access arrangements, specific cleaning requirements, preferred schedules, and any special instructions or circumstances relevant to service delivery. This information helps us provide a tailored and effective service.

Communication Records

We maintain records of communications between you and our team, including emails, telephone conversations, and messages through our contact forms. This helps us track your service history, preferences, and any specific requirements or concerns you've raised.

How We Use Your Information

Service Delivery

We use your information to arrange, coordinate, and deliver our cleaning services. This includes scheduling appointments, accessing your property as arranged, understanding your specific requirements, and ensuring we provide the service you expect.

Communication

Your contact details allow us to respond to enquiries, confirm appointments, provide service updates, address any concerns, and maintain ongoing communication about your service requirements. We may contact you by email, telephone, or post as appropriate.

Service Improvement

We analyze how our website is used and gather feedback about our services to identify areas for improvement. This helps us enhance the quality of our cleaning services and the user experience on our website.

Marketing Communications

With your consent, we may send you information about our services, special offers, and relevant updates. You can opt out of marketing communications at any time by contacting us or using the unsubscribe option in our emails.

Legal Compliance

We process personal data to comply with legal obligations, including maintaining accurate business records, responding to lawful requests from authorities, and fulfilling our regulatory requirements as a service provider.

Business Operations

Your information helps us manage our business effectively, including maintaining customer records, processing payments, managing schedules, and ensuring the security and integrity of our systems.

Data Sharing and Third Parties

We do not sell your personal information to third parties. We may share your data with trusted service providers who help us operate our business, but only to the extent necessary and under strict confidentiality agreements.

Service Providers

We work with carefully selected third-party service providers who assist with website hosting, payment processing, email communications, analytics, and business administration. These providers only access personal data necessary to perform their specific functions and are contractually obligated to protect your information.

Legal Requirements

We may disclose your information if required by law, in response to legal processes, to protect our rights or property, or to ensure the safety of our staff, clients, or others. We will only do so to the extent necessary and in accordance with applicable data protection laws.

Business Transfers

In the event of a merger, acquisition, or sale of our business assets, your personal information may be transferred to the new owner. We will notify you of any such change and ensure your data continues to be protected in accordance with this policy.

How We Protect Your Data

We implement appropriate technical and organizational measures to safeguard your personal information against unauthorized access, alteration, disclosure, or destruction.

Technical Security

Our website uses encryption (SSL/TLS) to protect data transmission. We maintain secure servers with regular security updates, firewalls, and intrusion detection systems. Access to personal data is restricted to authorized personnel only.

Data Storage

Personal information is stored on secure servers located within the European Economic Area. We use encryption for sensitive data and implement regular backup procedures to prevent data loss.

Access Controls

We maintain strict access controls ensuring only authorized staff can access personal information, and only to the extent necessary for their role. All staff receive training on data protection and confidentiality.

Regular Monitoring

We regularly review and update our security measures, monitor for potential vulnerabilities, and maintain incident response procedures. We conduct periodic security assessments and audits.

Data Breach Procedures

In the unlikely event of a data breach that may pose a risk to your rights and freedoms, we will notify you and the relevant supervisory authority within 72 hours as required by law. We maintain detailed incident response procedures to minimize impact and prevent recurrence.

How Long We Keep Your Data

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, comply with legal obligations, resolve disputes, and enforce our agreements.

Active Client Records

Information about current clients is retained for the duration of our service relationship plus up to six years thereafter to comply with legal and tax requirements.

Enquiry Records

Information from enquiries that do not result in service engagement is typically retained for up to two years, allowing us to respond if you return with further questions.

Website Analytics

Website usage data collected through analytics is typically retained for up to 26 months to help us understand long-term trends and improve our services.

Your Data Protection Rights

Under data protection law, you have several rights regarding your personal information. We are committed to facilitating the exercise of these rights.

Right to Access

You have the right to request a copy of the personal information we hold about you. We will provide this information in a structured, commonly used, and machine-readable format within one month of your request.

Right to Rectification

If you believe any information we hold about you is inaccurate or incomplete, you have the right to request correction. We will update our records promptly upon verification of the correct information.

Right to Erasure

In certain circumstances, you can request deletion of your personal data. This right applies when the data is no longer necessary for the purpose it was collected, you withdraw consent, or you object to processing and there are no overriding legitimate grounds.

Right to Data Portability

You have the right to receive your personal data in a portable format and to request its transmission to another data controller, where technically feasible.

Right to Object

You can object to processing of your personal data where we rely on legitimate interests as the legal basis. You also have the absolute right to object to processing for direct marketing purposes.

Right to Restrict Processing

In certain situations, you can request that we limit how we use your personal data whilst issues are resolved, such as when you contest the accuracy of the data or object to processing.

How to Exercise Your Rights

To exercise any of these rights, please contact us using the details provided on our Contact page. We may need to verify your identity before processing your request. We will respond within one month, though this may be extended to two months for complex requests.

Your Rights and Opt-Out Instructions

You are not required to provide any personal information when using this website. If you prefer not to share your data, you may:

Avoid filling out contact forms, account registrations, or any data-submitting features
Disable cookies through your browser settings (see our Cookie Policy for more details)
Contact us directly to request the deletion of any previously shared personal data

We respect your privacy choices. If you would like us to delete your data, please reach out to us at the contact details provided on our Contact page. We will process your request promptly in accordance with data protection regulations.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or business operations. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically to stay informed about how we protect your information. For significant changes, we may provide additional notice through email or a prominent notice on our website.

Questions or Concerns?

If you have any questions about this Privacy Policy, how we handle your personal information, or wish to exercise your data protection rights, please contact us through our Contact page.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's supervisory authority for data protection matters, if you believe your data protection rights have been violated.