Privacy Policy

Who we are

TrueNest Cleaning Ltd ("we", "us" or "our") provides domestic, commercial and specialist cleaning services. Our website is www.truenestyh.com and our contact email is info@truenestyh.com.

This Privacy Policy applies to anyone who visits our website, submits a cleaning enquiry or quote request, becomes a customer, or otherwise contacts us about our services. We are committed to handling personal information responsibly and in accordance with applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

What personal information we collect

We only collect personal information that is necessary for the purpose for which it is provided. This may include:

• Your name and contact details (email address and telephone number)
• The address of the property to be cleaned and any access information needed to carry out the work
• Information you give us about your cleaning requirements, the size or condition of the property, and any special instructions
• Booking and appointment information, including preferred dates, times and frequency of cleaning
• Payment-related information where applicable, such as bank details or payment confirmation references
• A record of our communications with you, including emails, phone calls and messages sent through our website or social media
• Any feedback, complaints or reviews you choose to provide
• Basic website usage information such as cookies and similar technologies, where these are used

If you are a landlord, letting agent, property manager, estate agent, supplier or business contact, we may also collect your professional contact details and information needed to manage our working relationship.

We do not normally collect sensitive personal information (sometimes called "special category data") unless you voluntarily choose to tell us something that falls into that category and it is relevant to providing the cleaning service safely.

How we collect your information

We collect personal information directly from you when you:

• Fill in a form on our website requesting a quote or further information
• Email, phone or message us
• Book a cleaning appointment or enter into an agreement with us
• Provide feedback or leave a review
• Contact us through social media or other communication channels

Why we use your personal information

We use your personal information for the following purposes and on the following legal bases under UK data protection law:

• To respond to your enquiry or provide a quote — this is necessary for the steps leading up to a contract (and may also be in our legitimate interests as a business).
• To arrange and carry out cleaning services — this is necessary to perform our contract with you.
• To communicate with you about your booking or service — this is necessary to perform our contract and for our legitimate interest in running an efficient cleaning business.
• To process payments — where applicable, this is necessary to perform our contract or comply with a legal obligation.
• To keep business and accounting records — this is necessary to comply with legal and tax obligations.
• To handle complaints, disputes or legal claims — this is necessary to establish, exercise or defend our legal rights.
• To improve our services — this is in our legitimate interests, provided it does not override your rights.
• To send marketing communications — only where you have given your clear consent, or where the law otherwise allows us to do so.

Information about your property

Because we provide cleaning services at customers' homes and commercial premises, you may need to give us information such as:

• The property address and the rooms or areas to be cleaned
• Access arrangements, such as key collection, key safe codes or alarm instructions where needed
• Any instructions about pets, parking, security gates or other practical matters
• Special requirements relating to the condition of the property or particular items to be cleaned

We only ask for property and access information that is genuinely needed to deliver the service safely and efficiently. You should not share sensitive personal information with us unless it is necessary for us to know in order to clean the property properly or keep our staff safe.

Sharing personal information

We do not sell your personal information. We only share it where necessary to operate our business, provide our services or comply with the law. This may include sharing limited information with:

• Our cleaners or staff who need the information to carry out the work
• Payment providers, where this is needed to process a payment
• Our website hosting, email or communication service providers
• Professional advisers, such as accountants or insurers, where necessary
• Regulators, law enforcement or other authorities where we are legally required to do so

Where we use third-party service providers to help run our business, we only share the information they need and we expect them to keep it secure and use it only for the agreed purpose.

International data transfers

The personal information we collect is primarily used, processed and stored in the United Kingdom. If any of our service providers process personal information outside the UK, we will ensure that appropriate safeguards are in place as required by UK data protection law.

How long we keep your information

We keep personal information only for as long as reasonably necessary for the purpose it was collected. This typically includes the period needed to:

• Provide the cleaning service and deal with any follow-up questions
• Maintain accurate business and customer records
• Comply with legal, tax and accounting requirements
• Resolve disputes or defend legal claims

Once personal information is no longer needed, we will securely delete or dispose of it. The exact retention period will depend on the type of information and why we collected it.

How we protect your information

We take reasonable and appropriate measures to protect personal information against unauthorised access, accidental loss, misuse, unauthorised disclosure, alteration and destruction. These include password protection, access controls and sensible handling of keys, access codes and communication records.

No method of storage or transmission over the internet is completely secure, so while we strive to protect your information, we cannot guarantee that it is 100% secure.

Your data protection rights

Under UK data protection law, you have rights relating to your personal information. These include:

• Right to be informed — the right to know how your information is being used, which this Privacy Policy explains.
• Right of access — you can ask us for a copy of the personal information we hold about you.
• Right to rectification — you can ask us to correct inaccurate or incomplete information.
• Right to erasure — in certain circumstances, you can ask us to delete your personal information.
• Right to restrict processing — in certain circumstances, you can ask us to limit how we use your information.
• Right to data portability — in certain circumstances, you can ask us to provide your information in a structured, commonly used format.
• Right to object — you can object to our use of your information for direct marketing or, in some cases, where we rely on legitimate interests.
• Rights relating to automated decision-making — we do not use automated decision-making or profiling that produces legal or similarly significant effects.
• Right to withdraw consent — where we rely on your consent, you can withdraw it at any time.

Some of these rights are subject to legal conditions and exemptions. If you would like to exercise any of your rights, please contact us using the details at the end of this policy.

Marketing communications

We will only send you direct marketing communications where we have a lawful basis to do so. If we rely on your consent, we will ask for it clearly and separately, and you can opt out at any time.

Submitting a cleaning enquiry or requesting a quote does not mean you automatically agree to receive marketing. You can opt out of marketing emails or messages at any time by clicking the unsubscribe link in any marketing email we send, or by contacting us directly.

Cookies and website tracking

Our website may use cookies or similar technologies to help it work properly and to improve your experience. Cookies are small files placed on your device when you visit a website.

We only use cookies that are genuinely needed for the website to function, such as remembering your preferences or keeping the site secure. We do not use non-essential tracking or advertising cookies without your consent. If we add any analytics or marketing cookies in the future, we will update this policy and, where required, obtain your consent before those cookies are set.

Third-party links

Our website may contain links to third-party websites, such as partner pages, review platforms or social media sites. This Privacy Policy applies only to our own website and services. We are not responsible for the privacy practices of other websites, and we encourage you to read their privacy policies before submitting any personal information to them.

Children

Our website and cleaning services are intended for adults. We do not knowingly collect personal information from children under 16, and we do not market our services to children. If you believe we have accidentally received information from a child, please contact us so we can delete it.

Data breaches

If we become aware of a personal data breach that poses a risk to your rights and freedoms, we will take appropriate action and will comply with applicable UK legal requirements, which may include notifying the Information Commissioner's Office and affected individuals where required.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, the law or how we handle information. The latest version will always be available on this page, and we encourage you to check it periodically.

Contact us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

You also have the right to make a complaint to the UK Information Commissioner's Office (ICO) if you believe your data protection rights have not been respected. You can find more information on the ICO website at ico.org.uk.