This privacy notice tells you what to expect us to do with your personal information.
Contact details
Telephone
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
Names and contact details
Addresses
Purchase or account history
Payment details (including card or bank information for transfers and direct debits)
Health and safety information
Account information
Website user information (including user journeys and cookie tracking)
Photographs or video recordings
Information relating to compliments or complaints
We collect or use the following information for the operation of customer accounts and guarantees:
Names and contact details
Addresses
Payment details (including card or bank information for transfers and direct debits)
Purchase history
Account information, including registration details
Marketing preferences
We collect or use the following information for service updates or marketing purposes:
Names and contact details
Addresses
Marketing preferences
Recorded images, such as photos or videos
Purchase or viewing history
Website and app user journey information
Records of consent, where appropriate
We collect or use the following information to comply with legal requirements:
Name
Contact information
Financial transaction information
Any other personal information required to comply with legal obligations
Health and safety information
We collect or use the following personal information for dealing with queries, complaints or claims:
Names and contact details
Address
Payment details
Account information
Purchase or service history
Relevant information from previous investigations
Customer or client accounts and records
Financial transaction information
Information relating to health and safety
Correspondence
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our legitimate interest is to ensure the efficient management and delivery of our window cleaning services. Collecting basic contact details and property addresses allows us to plan daily cleaning routes, send necessary operational reminders (such as text alerts to unlock property gates), and manage billing efficiently. The benefit to the customer is a reliable, well-communicated service, while the benefit to our business is operational continuity. Because we only process minimal, non-sensitive personal data that customers expect us to hold, this poses no undue risk or impact to their privacy rights and freedoms.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our legitimate interest is to maintain accurate business ledgers, track customer payments, and manage our service guarantees efficiently. Operating a basic account profile allows us to keep an accurate history of jobs completed and outstanding balances. Tracking this data under a legitimate interest ensures we can fairly honor our customer satisfaction guarantees (such as offering free re-cleans for missed spots) while protecting our business from service disputes or payment errors. The customer benefits from having a clear, reliable account history and an enforceable service guarantee, and because we only use standard, non-sensitive transaction data, it presents no unfair risk to their personal privacy.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our legitimate interest is to send vital operational service updates to our customers to ensure the smooth delivery of our services. Sending text, WhatsApp, or email notifications the night before a scheduled clean allows customers to ensure safe property access (such as unlocking back gates or putting away pets). The direct benefit to the customer is a seamless, predictable service and the prevention of unexpected property access, while the benefit to our business is routing efficiency and avoiding wasted journeys. For promotional marketing of additional services (like gutter or fascia cleaning), we rely on consent or the 'soft opt-in' for existing customers. All communications give customers an immediate, clear way to opt out or stop messages. Because we only use basic contact details for expected, transparent updates, the practical benefits to both parties far outweigh any minimal impact on customer privacy.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for legal requirements are:
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Our legitimate interest is to provide efficient customer support, resolve service disputes fairly, and effectively manage or defend against insurance and legal claims. Retaining correspondence, service histories, and photographs allows us to investigate complaints accurately (such as allegations of property damage or missed windows) and provide evidence to our public liability insurer if needed. The customer benefits from a thorough, evidence-based resolution to their queries, while our business is protected against unfair liability or financial loss. Because we only retain relevant, non-sensitive communication logs and operational photos directly related to the issue, this processing is entirely proportional and poses no undue risk to the customer's privacy rights.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where we get personal information from
Directly from you
Insurance companies
Publicly available sources
Providers of marketing lists and other personal information
Third parties:
We receive customer names, contact details, and property addresses from third-party lead generation platforms, trade directory websites, and local businesses or window cleaners from whom we may legally purchase work rounds.
How long we keep information
We only keep your personal information for as long as is necessary to provide our services, maintain accurate business records, or comply with UK laws. Our specific retention rules are:
Customer Accounts & Service Delivery: We keep your name, contact details, address, and access notes for the duration of your service with us. If you cancel, your details are removed from our active rota and deleted entirely after 2 years.
Financial and Tax Records: Invoices, payment histories, and billing data are kept for 6 yearsfollowing the end of the relevant tax year. This is a strict legal requirement to comply with HMRC guidelines.
Complaints and Insurance Claims: If a query or dispute arises (such as an accidental property damage claim), we retain related text messages, photos, and emails for 6 years after the issue is resolved to protect our business against legal liability.
Marketing and Purchased Leads: If we buy a customer lead and you do not book a clean with us, your details are permanently deleted within 90 days. If you do become a customer, we keep your marketing preferences active until you ask us to stop.
When these retention periods end, all digital data is permanently deleted from our devices and cloud storage, and any physical paperwork is securely shredded.
For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.
Who we share information with
Data processors
UK-based cloud software providers operating in the financial technology and business management sectors, specifically accounting software, customer relationship management (CRM) software, and secure electronic payment processors.
This data processor does the following activities for us: These processors securely host and manage our customer databases on our behalf. They are used to schedule cleaning routes, track job completions, issue digital invoices, and securely process electronic payments (such as bank transfers, card payments, and Direct Debits).
Others we share personal information with
Insurance companies
Professional or legal advisors
Relevant regulatory authorities
Organisations we’re legally obliged to share personal information with
Sharing information outside the UK
Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.
Organisation name: Various Cloud Software Providers
Category of recipient: Cloud storage, business administration, accounting software, and electronic payment providers.
Country the personal information is sent to: United States
How the transfer complies with UK data protection law: The country or sector has been assessed as providing adequate protection to data subjects (also known as Adequacy Regulations or UK data bridge)
Where necessary, our data processors may share personal information outside of the UK. When doing so, they comply with the UK GDPR, making sure appropriate safeguards are in place.
Organisation name: Various Sub-Processors or Cloud Infrastructure Providers
Category of recipient: Cloud data hosting, software-as-a-service infrastructure, and data backup providers.
Country the personal information is sent to: United States
How the transfer complies with UK data protection law:The country or sector has been assessed as providing adequate protection to data subjects (also known as Adequacy Regulations or UK data bridge)
How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
Email: [email protected]
Telephone: +447768 561097
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
ICO Head Office
4th Floor, No.3 Circle Square
5 Hawkshaw Street
Manchester
M1 7BL
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint