What personal data do we collect?
We need certain personal information to be able to offer you the best cleaning experience and to keep you informed of our products and services. You provide some of this data directly, for instance when you sign an agreement with AL Home Cleaning Ltd. When you sign an agreement and start using our services, we process the following details:
Title (Mr, Mrs etc.);
First and Last Name;
Your telephone number;
Company name (if applicable);
Business registration number (if applicable)
How do we use your personal data?
We only use your data for the purposes for which it was collected and, where relevant, to meet local legal obligations. We use your personal data for the following purposes:
Customer support. We use your information to support you in your use of our products and services. This includes the use of personal information to diagnose product or services problems and provide other customer support related services.
Customer engagement and communication. We use your information to communicate with you via email, SMS text or other electronic media for instance on service‐related matters, such as invoices. Other instances where we engage with you include confirming the opening of an account, contacting you in regards of any changes to your services, resolving complaints.
Marketing. We would like to send you information about our products and services that may be of interest to you. We communicate with you via email, SMS text or other electronic media. You have the right at any time to stop us from contacting you for marketing related purposes. Depending on your preferences, you can unsubscribe by contacting our Customer Support team.
Legal obligations. We may process your information in relation to a legal obligation. This includes cases where we must comply with requests from competent authorities in cases involving legal disputes.
Improving and personalising our products and services. We may use your personal information to improve our products and services.
Maintenance, development and incident management. If you experience issues with one of our products or services, we may need to process some of your personal information, such as your name, address, telephone number in order to resolve the respective issue. We may also use your personal information in relation to certain system development processes, for instance if we move customer data to a new database.
General business process execution, internal management and management reporting. To be able to run our business, we also use your personal information for general business processes. This includes processing your information for archiving, insurance and other administration related purposes, management reporting or processing in relation to audits.
How do we share your personal data?
Data controllers (AL Home Cleaning Ltd) provide only necessary (limited) personal information (such as your name and address, telephone) to the processors (our staff) in order to be able to provide to you (“the Client”) a service or product. For example, our cleaning staff will need to be given your address to be able to come to you for the cleaning service.
All our staff, including contractors, sign a confidentiality agreement. They are also bound to delete any personal data when they no longer need it to perform their duties.
Where is your personal data processed?
Your personal data is only processed by our staff in the United Kingdom. For hosting and maintenance purposes your personal data is located in the United Kingdom.
How long do we keep your personal data?
We will retain your personal information only for as long as is necessary for the purposes for which the information was collected, or as long as is required pursuant to law.
If you do not use our services for more than 18 months, we will mark your account in our database as "inactive". We will then no longer actively use your account information, e.g. to inform you on our products and services, but will archive the account to be able to easily re‐activate it should you wish to use our services again in the future.
In case you wish to close your account, please contact our Customer Support team. Upon closure, we will remove your personal information without undue delay except for information that we are obliged to keep pursuant to law. For instance, in order to meet statutory administrative retention obligations, we need to keep some of your account related information (e.g. copies of invoices/receipts), for six years. Data may be retained longer in cases where it is used in relation to a legal claim or is used in relation to a valid legal process.
Accessing and managing your personal data
If you want a copy of the personal data that we process of you, if you wish to request a restriction of processing of your personal data or to object to processing, please contact our Customer Care department. We will respond to such requests within 30 days.
Lawful basis for data processing
We only collect and process your personal data when there is a lawful basis to do so. The lawful basis we rely on in this respect includes:
Contract: the processing is necessary to perform your Service contract;
Legitimate interest: for example, i) a legitimate commercial interest to process certain of your personal data, e.g. for running our business and the purposes of certain forms of direct marketing and profiling; ii) to archive certain account information to facilitate you to re‐use your account in the future.
Legal obligation: the processing necessary to comply with a legal obligation, e.g. the legal requirement to keep administrative records for a certain period of time, or the legal obligation to share certain data on a police order for criminal investigation purposes;
Consent: where you gave us explicit consent to process the data concerned. If you have given your consent to the processing, you have the right to withdraw your consent at any time, by contacting our Customer Support team. We will discontinue the processing of your information upon receipt of your withdrawal. However, any processing performed prior to your withdrawal remains a legitimate processing based on a valid consent at the time. We will not be under the obligation to reverse the processing.
Questions, concerns and complaints
If you have questions or concerns about the way in which we use your personal data, please contact our Customer Support team.
If you feel that an issue has not properly been resolved, you also have the right to lodge a complaint with the supervisory authority ICO: https://ico.org.uk/concerns/.