Privacy Policy

1. Who we are

This website (ealingclean.co.uk) and our booking app (app.ealingclean.co.uk) are run by EALINGCLEAN LTD, trading as Ealing Clean ("we", "us", "our"). We provide residential cleaning for homes in the London Borough of Ealing.

We are the data controller for the personal data described in this policy.

• Company: EALINGCLEAN LTD, registered in England and Wales, company number 16843989
• Registered office: 22 Boileau Road, London W5 3AH
• Phone: 07307 209984
• Email: support@ealingclean.co.uk

If you have any question about this policy or how we handle your data, contact us using the details above.

2. The personal data we collect

If you are a client, or a prospective client

• your name, email address, phone number and home address;
• details about your home and booking — the number of bedrooms and bathrooms, the type and frequency of clean, any add-ons, and any notes you give us;
• access arrangements for your home, such as key or entry-code instructions you choose to share;
• messages between you and your cleaner, and messages or calls between you and us, including calls handled by our automated phone assistant;
• payment details — card payments are handled by our payment provider, Stripe, and we do not store your full card number;
• records of your bookings, cancellations and the service you receive.

If you apply to clean with us, or clean with us

• your name, contact details and address;
• right-to-work and identity information, and the documents you provide to evidence it;
• proof of public liability insurance, and, if you choose to provide one, a DBS certificate;
• a profile photograph;
• the results of our screening, including any recorded screening call and competence assessment;
• your bank or payout details, handled by Stripe to pay you;
• your location while you travel to and carry out a booked clean, so the client can see you are on the way, and for safety and service reasons;
• records of the jobs you carry out.

If you visit our website or app

• standard technical information such as your IP address, device and browser type, and the pages you view;
• information from cookies and similar technologies (see section 11);
• anything you submit through a form or when you contact us.

We do not seek to collect special category data, such as health information. DBS certificate information is criminal-offence data, which we handle with additional care and only where we have a lawful basis to do so.

3. How we collect it

We collect personal data:

• directly from you — when you request a quote, make a booking, create an account, apply to clean, contact us, or use the app;
• when you speak to our automated phone assistant ("Poppy") or our cleaner-screening assistant ("Molly"), including a recording or transcript of the call;
• automatically — through cookies and similar technologies when you use our website or app.

4. Why we use your data, and our legal basis

We use personal data for these purposes, relying on the lawful bases shown:

• To provide the service you book — taking and managing your booking, matching you with a cleaner, enabling messaging between you and your cleaner, showing the cleaner's location on the way to you, and taking payment. Basis: performance of our contract with you.
• To run, secure and improve our service — administering accounts, preventing and investigating fraud, keeping our systems secure, screening and verifying cleaners, handling queries, and improving how the service works. Basis: our legitimate interests in providing a safe, reliable service, balanced against your rights.
• To send you marketing — occasional updates and offers by email or SMS, where you have agreed to receive them. Basis: your consent, which you can withdraw at any time.
• To meet our legal obligations — keeping accounting and tax records, and responding to lawful requests from authorities. Basis: compliance with a legal obligation.

Where we rely on legitimate interests, we have considered the impact on you and do not use your data in ways that override your rights.

5. Automated decisions and the use of AI

Our service is highly automated. We use software, including AI tools, to give instant quotes and take bookings (including by phone), to match clients with available cleaners, and to screen and verify people who apply to clean — including reviewing the documents they submit and summarising screening calls.

Where an automated process would have a legal or similarly significant effect on you — for example, a decision about whether someone is accepted as a cleaner — there is meaningful human oversight: a person reviews the outcome and can change it. You can ask us to have a person review such a decision, to explain it, and to contest it. Contact us using the details in section 1.

6. Who we share your data with

We share personal data only as needed to run the service:

• Between clients and cleaners. To carry out a clean, we share what's necessary — for example, your first name, address and access instructions with your assigned cleaner, and the cleaner's name, photo and rating with you.
• With providers who process data on our behalf, under contract and only for the purposes we set: Stripe (payments and cleaner payouts); GoHighLevel (bookings, customer records and communications, including SMS and our automated phone assistant); Google / Firebase (in-app messaging and live location during a clean); Cloudflare (hosting our website and app, and storing data and uploaded documents); Anthropic (AI processing for document verification and screening summaries); and Mapbox (the map used to show live location).
• With others where the law requires or allows it — to comply with a legal obligation, respond to a lawful request, or protect our rights or someone's safety.

If our business is ever sold or reorganised, personal data may be transferred as part of that, and the recipient will remain bound by this policy or one materially the same.

We do not sell your personal data.

7. Sending data outside the UK

We aim to keep personal data within the UK or the European Economic Area. Some of our providers are based outside the UK/EEA, for example in the United States. Where personal data is transferred outside the UK, we make sure it is protected by appropriate safeguards — such as the UK's International Data Transfer Agreement or Addendum, or a transfer to a country the UK has decided gives adequate protection. You can ask us for more detail using the contact details in section 1.

8. How long we keep your data

We keep personal data only as long as we need it, then delete or anonymise it. As a guide:

• Client account and booking records: for as long as you have an account, and for six years after your last booking.
• Financial and transaction records: six years, to meet tax and accounting requirements.
• Records for cleaners who work with us: for the duration of the working relationship and six years afterwards.
• Information from unsuccessful cleaner applications: up to twelve months.
• Call recordings and transcripts: up to twelve months.
• In-app messages and location records: a limited period after the clean.
• Marketing consents: until you withdraw consent, plus a record that you did.

9. How we protect your data

We use appropriate measures to keep personal data secure, including encryption in transit, access controls, and reputable providers. Card payments are handled by Stripe, which is certified to the payment-card industry security standard; we do not hold your full card details. No system can be guaranteed completely secure, but we take reasonable steps to protect your information and to deal properly with any breach.

10. Marketing and text messages

If you have agreed to it, we may send you occasional updates and offers by email or SMS. You can opt out at any time:

• Email: use the unsubscribe link in any marketing email.
• SMS: reply STOP to any marketing text. Reply HELP for help, or contact us on 07307 209984. Your mobile provider's message and data rates may apply, and message frequency varies.

We will not share information about your text-messaging opt-in or consent with third parties for their own marketing.

11. Cookies

Our app uses essential cookies that are needed for it to work — for example, to keep you signed in. Our website does not use tracking, advertising or analytics cookies. You can control cookies through your browser settings, though blocking essential cookies may stop parts of the service working.

12. Your rights

Under UK data protection law you have the right to:

• access the personal data we hold about you;
• ask us to correct data that is wrong or incomplete;
• ask us to delete your data in certain circumstances;
• ask us to restrict or object to how we use it;
• ask for a copy of certain data in a portable format;
• withdraw consent where we rely on it — this won't affect anything done beforehand;
• not be subject to a solely automated decision with a legal or similarly significant effect (see section 5).

To exercise any of these, contact us using the details in section 1. We'll respond within the time the law allows, normally one month, and there is usually no charge.

If you're unhappy with how we've handled your data, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk, or on 0303 123 1113. We'd ask you to contact us first so we can try to put things right.

13. Children

Our service is for adults. We do not aim it at children and do not knowingly collect personal data from anyone under 18. If you believe a child has given us their data, contact us and we will delete it.

14. Changes to this policy

We may update this policy from time to time. We'll post the current version here and update the "last updated" date above. If the changes are significant, we'll take reasonable steps to let you know.

15. Contact us

• EALINGCLEAN LTD, trading as Ealing Clean
• Registered office: 22 Boileau Road, London W5 3AH
• Phone: 07307 209984
• Email: support@ealingclean.co.uk