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Effective Date: 1st January 2024  |  Last Updated: 1st January 2024

This Privacy Policy explains how Diamond Carpet Cleaning Ltd ("we", "us", "our", or "the Company") collects, uses, stores, protects, and discloses personal information when you visit our website, contact us, request a quote, or use any of our professional cleaning services. We are committed to protecting your privacy and handling your personal data in an open, transparent and secure manner in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Please read this Privacy Policy carefully. By accessing our website or using our services, you acknowledge that you have read, understood, and agree to the practices described in this policy. If you do not agree with this policy, please refrain from using our website or services.

1. Who We Are

Diamond Carpet Cleaning Ltd is a professional cleaning company registered in England and Wales, providing carpet cleaning, rug cleaning, upholstery cleaning, and commercial cleaning services across Essex and Greater London.

• Company Name: Diamond Carpet Cleaning Ltd
• Service Area: Essex, East London & Greater London
• Email: diamondcarpetcleaning.uk@gmail.com
• Phone: 020 3633 8727 / 07909 400 999
• Website: www.diamond-carpetcleaning.co.uk

We act as the Data Controller for all personal information we process in connection with our business activities and website. As Data Controller, we are responsible for deciding how and why your personal data is processed.

2. What Personal Information We Collect

We collect different types of personal information depending on how you interact with us. The categories of personal data we may collect include:

2.1 Information You Provide Directly

• Identity Data: Your first name and last name
• Contact Data: Your email address, postal address, and telephone or mobile number
• Service Data: Details of the services you request, the type and size of the area to be cleaned, specific requirements or instructions, and any other information you voluntarily provide in quote forms or messages
• Financial Data: Payment information when you pay for our services. We use secure third-party payment processors and do not store full card details on our systems
• Communications Data: Any correspondence, messages, emails, or complaints you send to us
• Feedback Data: Reviews or testimonials you provide about our services

2.2 Information Collected Automatically

When you visit our website, we may automatically collect certain technical information, including:

• Technical Data: Your IP address, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, and the type of device you use to access our website
• Usage Data: Information about how you use our website, including the pages you visit, the time and date of your visits, the time spent on each page, referring URLs, and other diagnostic data
• Cookie Data: Information collected via cookies and similar tracking technologies (see our Cookie Policy section below)

2.3 Information from Third Parties

We may receive personal information about you from third parties, including:

• Review platforms such as Trustpilot or Google Reviews, where you have publicly reviewed our services
• Social media platforms such as Facebook, if you contact us or interact with us through those channels
• Referrals from other customers who recommend our services to you

3. How We Use Your Personal Information

We use the personal information we collect for the following purposes and on the legal bases stated:

• To provide and manage our cleaning services — including processing your booking, scheduling technicians, providing quotes, and fulfilling your service requests (Legal basis: Contract performance)
• To communicate with you — responding to your enquiries, providing confirmation of bookings, sending appointment reminders, and following up after services are completed (Legal basis: Contract performance and Legitimate Interests)
• To process payments — managing invoices, taking payments and handling refunds where applicable (Legal basis: Contract performance)
• To improve our services — analysing how customers use our website and services to identify improvements, fix issues, and enhance the overall customer experience (Legal basis: Legitimate Interests)
• To send marketing communications — where you have given your explicit consent or where we have a legitimate interest, we may send you information about offers, promotions, and new services. You can opt out at any time (Legal basis: Consent or Legitimate Interests)
• To comply with legal obligations — maintaining accurate business records, responding to lawful requests from regulatory authorities, and fulfilling our tax and accounting obligations (Legal basis: Legal Obligation)
• To protect our business — detecting, investigating, and preventing fraudulent activity, abuse of our services, or other unlawful activities (Legal basis: Legitimate Interests)

4. How We Share Your Personal Information

We respect your privacy and do not sell, rent, or trade your personal information to any third party for marketing purposes. We may share your personal data in the following limited circumstances:

• Service Providers: We may share data with trusted third-party service providers who assist us in operating our business, such as payment processors, IT support, website hosting providers, and email service providers. These parties are bound by strict data processing agreements and may only use your data as directed by us.
• Legal Compliance: We may disclose your information if required to do so by law, regulation, court order, or governmental authority, or where we believe disclosure is necessary to protect our rights, protect your safety or the safety of others, or investigate fraud.
• Business Transfers: In the unlikely event that Diamond Carpet Cleaning Ltd is acquired, merged, or undergoes any form of business transfer, your personal data may be transferred to the new entity as part of the business assets. We will notify you before such a transfer occurs.

We will never share your personal information with any third party for their own independent marketing purposes without your explicit consent.

5. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to improve your browsing experience, analyse website traffic, and understand how visitors interact with our site. Cookies are small text files placed on your device when you visit a website.

5.1 Types of Cookies We Use

• Strictly Necessary Cookies: These are essential for the website to function properly. They enable core features such as security, network management, and accessibility. You cannot opt out of these cookies.
• Performance/Analytics Cookies: These cookies collect information about how visitors use our website — for example, which pages are visited most often and whether users encounter any errors. All information is aggregated and anonymous. We use this data to improve how our website works.
• Functionality Cookies: These cookies allow the website to remember choices you have made (such as filling in forms) and provide enhanced, personalised features.
• Marketing Cookies: These cookies are used to track visitors across websites to display relevant advertisements. They are placed by our advertising partners with our permission.

You can control and/or delete cookies as you wish. You can delete all cookies already on your computer, and you can set most browsers to prevent them from being placed. If you do this, however, you may have to manually adjust certain preferences every time you visit the site, and some services and functionalities may not work.

6. Data Retention

We will retain your personal data only for as long as is necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting, or regulatory requirements. The criteria we use to determine retention periods include:

• Customer records related to completed service bookings: retained for 7 years following the last service, in line with HMRC requirements for business records
• Marketing contact lists: retained until you withdraw consent or opt out
• Website enquiry data: retained for 2 years from the date of enquiry
• Website usage and analytics data: retained for up to 26 months
• Correspondence and communications: retained for 3 years from the date of last communication

When your personal data is no longer required, we will securely delete or anonymise it in a manner that prevents reconstruction or identification.

7. Data Security

We take the security of your personal information extremely seriously and have implemented appropriate technical and organisational measures to protect it against unauthorised access, accidental loss, destruction, or damage. Our security measures include:

• SSL/TLS encryption on our website to protect data transmitted between your browser and our server
• Secure, password-protected systems with access restricted to authorised personnel only
• Regular security assessments and staff training on data protection best practices
• Physical security measures to protect our office systems and paper records
• Secure deletion procedures when personal data is no longer required

While we take every reasonable precaution to protect your data, no method of transmission over the Internet or method of electronic storage is 100% secure. We cannot guarantee the absolute security of information you transmit to us electronically. If you have concerns about the security of your information, please contact us directly.

8. Your Rights Under UK GDPR

Under the UK General Data Protection Regulation, you have a number of important rights regarding your personal data. These rights include:

• Right of Access: You have the right to request a copy of the personal information we hold about you (also known as a Subject Access Request or SAR).
• Right to Rectification: You have the right to ask us to correct inaccurate or incomplete personal data that we hold about you.
• Right to Erasure ("Right to be Forgotten"): You have the right to ask us to delete your personal data where there is no compelling reason for us to continue processing it.
• Right to Restriction of Processing: You have the right to ask us to restrict the processing of your personal data in certain circumstances, for example while we verify its accuracy.
• Right to Data Portability: You have the right to receive a copy of the personal data you have provided to us in a structured, commonly used, machine-readable format and to transmit that data to another controller.
• Right to Object: You have the right to object to our processing of your personal data where we rely on legitimate interests as our legal basis, and where your interests override ours.
• Rights in Relation to Automated Decision Making: You have rights in relation to automated decision making and profiling. We do not currently make any decisions about you using solely automated means.
• Right to Withdraw Consent: Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

To exercise any of these rights, please contact us at diamondcarpetcleaning.uk@gmail.com. We will respond to your request within one calendar month. There is no charge for making a request, though we may charge a reasonable fee if a request is clearly unfounded, repetitive, or excessive.

9. Third-Party Websites

Our website may contain links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

10. Children's Privacy

Our website and services are not directed at children under the age of 13, and we do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe that your child has provided us with personal information without your consent, please contact us immediately at diamondcarpetcleaning.uk@gmail.com and we will take immediate steps to delete such information from our records.

11. International Data Transfers

We are based in England and primarily process your personal data within the United Kingdom and the European Economic Area (EEA). If we ever need to transfer your personal data outside the UK or EEA, we will ensure that such transfers are made in compliance with applicable data protection laws, and that appropriate safeguards are in place to protect your personal information.

12. Marketing Communications

We would like to send you information about our services and special offers that we think you may find valuable. Where we have your consent or a legitimate interest to do so, we may contact you by email, post, or telephone about relevant promotions and updates.

You have the right to opt out of receiving marketing communications from us at any time. You can do this by:

• Clicking the "unsubscribe" link in any marketing email we send you
• Contacting us directly at diamondcarpetcleaning.uk@gmail.com
• Calling us on 020 3633 8727 and asking to be removed from our marketing list

Please note that even if you opt out of marketing communications, we may still contact you with service-related communications that are necessary for the fulfilment of your bookings or contractual obligations.

13. Complaints

We take complaints about our privacy practices very seriously. If you have a complaint about how we have handled your personal data, please contact us in the first instance so we have the opportunity to address your concerns:

• Email: diamondcarpetcleaning.uk@gmail.com
• Phone: 020 3633 8727

If you are not satisfied with our response, or believe we are not processing your personal data in accordance with the law, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's data protection supervisory authority:

• Website: www.ico.org.uk
• Phone: 0303 123 1113
• Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF

14. Changes to This Privacy Policy

We reserve the right to update or modify this Privacy Policy at any time. When we make material changes to this policy, we will update the "Last Updated" date at the top of this page and, where appropriate, notify you by email or by posting a prominent notice on our website. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

Your continued use of our website or services after any changes to this Privacy Policy are posted constitutes your acceptance of those changes.

15. Contact Us About This Policy

If you have any questions, concerns, or requests regarding this Privacy Policy or our data protection practices, please do not hesitate to contact us. We are committed to working with you to resolve any complaints or concerns you may have about our use of your personal information.

• Diamond Carpet Cleaning Ltd
• Email: diamondcarpetcleaning.uk@gmail.com
• Phone: 020 3633 8727
• Mobile: 07909 400 999
• Website: www.diamond-carpetcleaning.co.uk