1. Data We Collect

We may collect the following personal data from customers: Account Information
● Full name, email address, phone number
● Home or business address
● Login credentials (username and password)

Booking Information

● Service history, scheduled services, property type, access instructions
● Pets, property hazards, or special requests
● Service preferences, optional add-ons

Payment Information

● Payment method and transaction history (processed securely via Stripe)
● Billing address and card details (stored by Stripe; Book A Klean does not store full card numbers)

Communication Information

● Messages between you and Cleaners via the platform
● Feedback, reviews, and complaints
● Customer service interactions

Technical Information

● Device type, IP address, browser type
● App usage data, cookies, and analytics for improving platform experience

Optional / Special Data

● Accessibility or health requirements, or other special instructions relevant to the booking

2. How We Use Your Data

We use your data for the following purposes:

● Platform Operation – To facilitate bookings, manage accounts, and connect you with Cleaners
● Payment Processing – To securely process payments, refunds, and recurring services
● Communication – To provide confirmations, reminders, updates, and respond to inquiries
● Customer Support & Dispute Resolution – To investigate complaints, refund requests, and disputes
● Legal Compliance – To comply with UK law, tax, accounting, and regulatory obligations
● Marketing & Promotions – Only with your explicit consent
● Platform Improvement & Analytics – Usage analysis, performance optimization, and fraud prevention
● Automated Matching / Decision-Making – Matching Cleaners with bookings or suggesting add-ons; human review is available on request
● Safety & Equipment Permissions – Documenting consent for Cleaners to use customer property or equipment and handling pets or hazards

3. Legal Basis for Processing

● Contract Performance – To provide booked cleaning services
● Legal Obligation – Compliance with UK law, accounting, tax, and regulatory reporting
● Legitimate Interests – Fraud prevention, platform security, service improvement
● Consent – Marketing communications, optional services, or special requests

4. Data Sharing & Disclosure

We do not sell your personal data. We may share your data with:

● Cleaners – Only the information necessary to perform the booked service
● Payment Processors – Stripe for secure payment processing
● Service Providers – Hosting, analytics, IT support, and customer service under confidentiality agreements
● Legal & Regulatory Authorities – When legally required
● Fraud Prevention & Enforcement – Investigation of misuse or breaches of Terms & Conditions
● International Transfers – Where necessary, data is protected by GDPR-compliant safeguards

5. Customer Rights Under GDPR

You have the following rights under UK GDPR:

● Access – Request a copy of the personal data we hold
● Correction – Correct inaccurate or incomplete data
● Deletion – Request deletion of personal data, subject to legal or contractual obligations
● Restriction – Request that processing is limited in specific circumstances
● Objection – Object to marketing, profiling, or legitimate interest processing
● Data Portability – Receive your data in a structured, machine-readable format

Requests can be made via: customerservice@bookaklean.co.uk
Response time: Within 30 days in compliance with GDPR

6. Data Retention

We retain your personal data for as long as necessary to:

● Maintain your account and platform activity
● Comply with legal, accounting, and tax obligations
● Resolve disputes or complaints
● Audit and compliance purposes

Typical retention periods:

● Bookings & Service History: 3–6 years
● Payment Data: Duration of chargeback/refund period plus legal retention
● Messages & Communications: Until job completion + 1 year for dispute resolution
● Marketing Consent Records: Until withdrawn + 2 years for auditing

7. Security Measures

● Encryption for sensitive data and payments
● Access restricted to authorized personnel only
● Regular monitoring and testing of systems
● Breach notification within 72 hours if personal data is affected

8. Cookies & Tracking

● Functional cookies: Login and session management
● Analytics cookies: Usage trends, performance, fraud prevention
● Marketing/optional cookies: Only with explicit consent

You may manage cookies in your device settings. Disabling essential cookies may impact
platform functionality.

9. Minors

Book A Klean is not intended for individuals under 18 years old. We do not knowingly collect data from minors.

10. Non-Circumvention & Anti-Poaching

● Customers must not solicit Cleaners directly or exchange personal details outside the platform
● Violations may result in:
         ○ Immediate termination of your account and the Cleaner’s account
         ○ Loss of entitlement to booked services or refunds
● Book A Klean reserves the right to pursue legal action for damages or loss of earnings

11. Pets, Equipment & Property

● Customers must disclose pets, hazards, or special property instructions
● Cleaners must obtain explicit consent to use customer equipment
● Any damage caused by Cleaners, even with permission, is the Cleaner’s responsibility
● Book A Klean is not liable for damage or incidents related to pets, chemicals, or property

12. Safety & PPE

● Cleaners must use appropriate PPE for all jobs
● Any injury or damage related to safety or PPE is the Cleaner’s responsibility
● Cleaners indemnify Book A Klean for all related claims

13. Limitations of Liability

Book A Klean is not liable for:

● Damage, loss, or injury caused by Cleaners
● Third-party products, equipment, or services
● Incidents arising from pets, chemicals, or property hazards

14. Dispute Resolution

● Complaints are first addressed through good faith discussion
● If unresolved, disputes escalate to formal mediation before legal action

15. Record of Consent

● Records of account acceptance, marketing consent, and GDPR requests are securely
retained for auditing and legal purposes

16. Governing Law

● Laws of the United Kingdom, including Scotland, England, and Wales

17. Changes to Policy

● Updates will be notified via the app, email, or pop-up notice
● Continued use of the platform after updates constitutes acceptance

18. Contact Information

Email: customerservice@bookaklean.co.uk
ICO Contact: https://ico.org.uk