Privacy Policy

1. Who we are

This Privacy Policy explains how EcoBroom London collects, uses, stores, and shares personal data when you visit ecobroomlondon.co.uk, request a quote, book a cleaning service, create an account, contact us, or otherwise use our services.

EcoBroom London is the data controller for the personal data covered by this policy. You can contact us at queries@ecobroomlondon.co.uk, +44 7384 184573, or 1A Amesbury Avenue, Streatham Hill, London SW2 3AE.

2. Personal data we collect

• Identity and contact details, including your name, email address, phone number, service address, billing address, and account details.
• Booking and service details, including service type, property size, rooms, preferred dates and times, cleaning notes, access instructions, parking information, pets, special requirements, and complaint or feedback records.
• Photos or videos you choose to upload or send to us, including before-and-after cleaning images, property condition images, or images needed to quote, plan, evidence, or resolve a service issue.
• Payment and transaction details. Card payments are handled by third-party payment providers where applicable. We do not intentionally store full card numbers on our own systems.
• Technical data, including IP address, device type, browser type, pages visited, referral source, approximate location inferred from technical data, and cookie or similar tracking information.
• Marketing preference data, including whether you have opted in or opted out of offers, reminders, surveys, and service updates.

3. How we collect data

• Directly from you when you complete a form, book a service, create an account, call us, email us, send us a WhatsApp message, upload photos, or speak to our team.
• Automatically through our website, booking flow, server logs, analytics tools, security tools, and cookies or similar technologies.
• From service partners where needed to complete your booking, process a payment, manage a customer support request, or prevent fraud and misuse.

4. How and why we use your data

• To provide quotes, accept bookings, allocate cleaners, plan the service, contact you about your booking, complete the cleaning service, and manage aftercare.
• To create and manage your account, verify login details, remember booking information, and make repeat bookings easier.
• To process payments, issue invoices or receipts, manage refunds, collect overdue amounts, and keep accounting records.
• To handle service quality checks, complaints, claims, insurance queries, property condition evidence, and disputes.
• To protect our cleaners, customers, systems, and business against fraud, abuse, unsafe properties, security incidents, and unlawful activity.
• To send service messages, reminders, operational updates, and responses to enquiries.
• To send marketing only where allowed by law, such as where you have consented or where we can rely on a legitimate interest for existing customer updates. You can opt out at any time.
• To improve our website, services, pricing, staff training, customer experience, and business operations.
• To comply with legal, tax, accounting, insurance, employment, consumer protection, health and safety, and data protection obligations.

5. Lawful bases

We only use personal data where UK data protection law allows us to. The lawful basis depends on the purpose.

• Contract: to provide quotes, bookings, cleaning services, account access, customer support, payment handling, and related service communications.
• Legitimate interests: to run and improve our cleaning business, prevent fraud, keep records, handle complaints and claims, secure our website, train staff, and send limited service-related updates where your rights do not override our interests.
• Consent: for optional marketing, optional uploaded photos where they are not necessary for the service, and non-essential cookies where required.
• Legal obligation: for tax, accounting, consumer law, insurance, data protection, law enforcement, and health and safety compliance.
• Vital interests: in rare cases where information is needed to protect someone's life or safety.

6. Sharing your data

We do not sell your personal data. We only share it where needed to run our services, comply with the law, or protect our rights and customers.

• Cleaners, supervisors, and operational staff who need booking, access, and service details to complete the job.
• Technology, hosting, analytics, communication, scheduling, customer support, and security providers.
• Payment processors, banks, accountants, insurers, legal advisers, debt recovery providers, and professional advisers.
• Regulators, courts, law enforcement, public authorities, or other parties where disclosure is required by law or needed to establish, exercise, or defend legal claims.
• A buyer, investor, or successor if we reorganise, sell, or transfer all or part of the business, subject to appropriate confidentiality protections.

7. Service photos and property information

Photos and property details can reveal personal information. We use them only for purposes connected to quoting, planning, completing, evidencing, improving, or resolving the cleaning service unless you separately agree to another use.

Please avoid sending images that include people, private documents, valuables, payment cards, medical information, or anything not needed for the cleaning service. If our team takes service photos, they should be limited to the relevant work area or condition issue.

8. Cookies and analytics

Our website may use essential cookies and similar technologies to operate the site, secure sessions, remember preferences, and support booking flows. We may also use analytics or marketing tools to understand website performance and improve our services where permitted by law.

You can control cookies through your browser settings. Blocking some cookies may affect account login, booking, or security features.

9. International transfers

Some suppliers may process data outside the UK. Where this happens, we use safeguards required by UK data protection law, such as adequacy regulations, approved contractual clauses, or other lawful transfer mechanisms.

10. How long we keep data

• Enquiries and quotes are usually kept for up to 24 months unless you become a customer or ask us to delete them sooner where deletion is legally possible.
• Booking, account, invoice, payment, complaint, and service records are usually kept for up to 6 years after the relevant transaction or relationship ends, to meet tax, accounting, insurance, contract, and legal claim requirements.
• Service photos are kept only for as long as needed for quoting, service delivery, quality control, complaints, insurance, or legal purposes, unless you give separate permission for longer use.
• Marketing preferences are kept for as long as needed to respect your opt-in or opt-out choice.
• Technical logs and security records are kept for a limited period unless they are needed to investigate security, fraud, abuse, or legal issues.

11. Your rights

Under UK data protection law, you may have the right to access, correct, delete, restrict, transfer, or object to the use of your personal data. Where we rely on consent, you can withdraw consent at any time. These rights are not absolute and may depend on our lawful basis, legal duties, and whether we need the data for a contract or legal claim.

To exercise your rights, contact queries@ecobroomlondon.co.uk. We may need to verify your identity before responding.

12. Marketing choices

You can opt out of marketing emails or messages at any time by using the unsubscribe option where available or by contacting us. We may still send non-marketing service messages about active bookings, account security, payments, complaints, or important policy changes.

13. Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. No website, email, messaging app, or storage system can be guaranteed completely secure, so please only send information needed for your booking or enquiry.

14. Complaints

Please contact us first if you have a privacy concern so we can try to resolve it. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

15. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will be published on this page. If we make material changes to how we use personal data, we will take reasonable steps to bring those changes to your attention.