Privacy Policy

1. Who We Are

Smartway Cleaning Ltd is the data controller responsible for deciding how and why personal information is processed in connection with our website and cleaning services.

2. Scope of This Policy

This Privacy Policy applies when you:

• visit our website;
• complete a contact or quotation form;
• contact us by telephone, email or WhatsApp;
• request a cleaning quotation;
• make or manage a booking;
• pay for a service;
• receive cleaning services from us;
• submit feedback or a complaint;
• interact with our advertisements or marketing communications.

This policy should be read alongside our Service Terms and any cookie or consent choices displayed on our website.

By using our services, you acknowledge that you have been given access to this Privacy Policy. Consent is used only where consent is the appropriate legal basis.

3. Our Data Protection Principles

4. Personal Information We Collect

Depending on how you interact with us, we may collect:

4.1 Identity and contact information

• name;
• telephone number;
• email address;
• service address;
• billing address where different;
• company name and business contact details.

4.2 Booking and service information

• property type and size;
• requested cleaning service;
• selected date and time;
• access, parking and entry instructions;
• information about pets or relevant property conditions;
• service checklists and special instructions;
• quotation and appointment history.

4.3 Communication information

• emails;
• WhatsApp messages;
• telephone call notes;
• website form submissions;
• feedback, reviews and complaints.

4.4 Payment and transaction information

• amount paid;
• payment method;
• invoice and transaction references;
• payment status;
• refund or cancellation records.

We do not intentionally store complete card numbers or card security codes. Card information should be handled by the relevant payment service provider or financial institution.

4.5 Photographs and service evidence

• photographs of relevant areas before cleaning;
• photographs showing completed work;
• photographs supplied in support of a quotation;
• photographs relating to a complaint or damage concern.

4.6 Website and technical information

• IP address;
• browser and device type;
• pages viewed;
• approximate location derived from technical data;
• referral source;
• cookie and consent preferences;
• website interaction and analytics information.

4.7 Sensitive information

We do not normally need health information, identification documents or other special-category personal data to provide standard cleaning services.

Please do not send sensitive information unless it is genuinely necessary for a specific safety or accessibility requirement.

5. How We Collect Your Information

We normally collect personal information directly from you when you:

• submit an online form;
• contact us by email or WhatsApp;
• speak with us by telephone;
• request or approve a quotation;
• make a payment;
• provide access or service instructions;
• submit a complaint, review or correction request.

We may also receive information from:

• a landlord, tenant, agent or authorised representative;
• a business arranging a service for its premises;
• a person booking a service on your behalf;
• payment and banking providers;
• website analytics and advertising services;
• publicly available business sources where appropriate.

A person supplying another individual’s details should have appropriate authority to do so and should make this policy available to that individual.

6. How We Use Your Information

6.1 Enquiries and quotations

We use your information to respond to questions, understand your requirements, assess availability and prepare a quotation.

6.2 Booking management

We use booking information to confirm appointments, schedule team members, arrange access and communicate changes.

6.3 Service delivery

We use relevant property and service information to prepare for and provide the agreed cleaning service.

6.4 Payments and accounting

We process transaction records to receive payments, issue invoices, process refunds, maintain accounts and meet tax and financial obligations.

6.5 Customer support

We use communications and service records to answer questions, investigate complaints and resolve quality or damage concerns.

6.6 Safety and fraud prevention

We may use relevant information to protect customers, workers, properties and our business against fraud, abuse, unsafe conditions or unlawful conduct.

6.7 Website improvement

Subject to applicable cookie and consent requirements, we use analytics information to understand website performance and improve navigation, content and advertising effectiveness.

6.8 Legal obligations and claims

We may process and preserve records where reasonably necessary to comply with law, respond to authorities, establish legal rights or defend a claim.

7. Our Lawful Bases for Processing

We rely on one or more of the following lawful bases, depending on the purpose:

Our legitimate interests

Where we rely on legitimate interests, those interests may include operating and improving our business, protecting customers and workers, maintaining service quality, preventing fraud and handling disputes.

We consider whether those interests are necessary and balanced against the rights and reasonable expectations of the individual.

8. Payments

We may accept payment by card, bank transfer or cash, depending on the agreed booking arrangements.

8.1 Card payments

Card payments may be handled by an external payment provider or banking service. That provider may process payment details as an independent controller or processor under its own privacy terms.

Smartway Cleaning Ltd should not receive or retain your complete card number, expiry date and card security code where payment is processed through a third-party service.

8.2 Bank transfers

Bank transfer records may display the payer’s name, account reference, amount, date and transaction information. These records are used for payment reconciliation and accounting.

8.3 Cash payments

Where cash is accepted, we may record the amount, date, booking reference and confirmation that payment was received.

9. Email, Telephone and WhatsApp

9.1 Email

Enquiries and booking communications may be received and stored using Gmail and related Google services.

9.2 WhatsApp Business

Where you contact us using WhatsApp, your telephone number, profile information made available by you, messages and attachments may be processed through WhatsApp and Meta systems.

WhatsApp operates under its own terms and privacy information. You should avoid sending unnecessary sensitive or confidential information through WhatsApp.

9.3 Telephone calls

We may record written notes of important booking information discussed during a call. We do not state that ordinary calls are audio-recorded unless we tell you before a recording begins.

9.4 Service messages

Booking confirmations, arrival updates, payment reminders and responses to customer requests are service communications, not optional marketing messages.

10. Before-and-After Photographs

We may take proportionate photographs of areas relevant to the service for:

• quotation assessment;
• documenting the initial condition;
• confirming work completed;
• quality assurance;
• investigating complaints or damage allegations;
• protecting customers, workers and the Company in disputes.

We aim to avoid intentionally capturing people, private documents, family photographs, computer screens, security details and unrelated personal belongings.

Marketing photographs

Photographs taken for service or evidence purposes are not automatically authorised for public advertising.

Where an image identifies a customer or private property, we will obtain appropriate permission before using it for marketing where consent is required.

11. Cookies and Google Analytics

Cookies are small files placed on a visitor’s device. Some cookies are necessary for website functionality, while others support analytics or advertising.

11.1 Essential cookies

Essential cookies may be used where reasonably necessary for security, consent preferences or core website functions.

11.2 Google Analytics

We use or may use Google Analytics to understand how visitors find and use our website.

Depending on the configuration and your consent choices, Google Analytics may process information such as:

• IP and approximate location information;
• browser and device information;
• pages visited;
• time and interactions on the website;
• referral and campaign information.

Analytics cookies that are not strictly necessary should not be activated until the visitor has been given an appropriate choice where consent is required.

11.3 Cookie choices

You can accept or reject optional cookies through the cookie controls presented on our website. You can also manage cookies through your browser settings.

Rejecting analytics cookies should not prevent access to the main information and contact features of the website.

12. Marketing Communications

We may send information about Smart Way Cleaning offers or services only where we have a lawful basis to do so.

Where marketing is based on consent, you may withdraw that consent at any time by:

• using an unsubscribe option where provided;
• replying “STOP” to an appropriate marketing message;
• emailing alycodreanu@gmail.com;
• contacting us on 07745 551636.

Withdrawing marketing consent does not affect service communications relating to an active quotation, booking, payment, complaint or legal obligation.

13. Who We Share Information With

We do not sell customer personal information.

Where reasonably necessary, information may be shared with:

• authorised cleaners or team members who need relevant booking information;
• Google services used for email, storage, analytics or website functionality;
• WhatsApp and Meta where you communicate through WhatsApp;
• payment processors, banks and financial institutions;
• website hosting, domain, IT and security providers;
• accountants, insurers and professional advisers;
• law enforcement, courts, regulators or public authorities where disclosure is legally required;
• another business involved in a genuine sale, restructuring or transfer, subject to appropriate confidentiality protections.

Service providers should receive only the information reasonably necessary for their role and may be subject to contractual, professional or legal duties.

14. International Data Transfers

Some technology providers, including providers of email, analytics, communications, hosting or payment services, may process information outside the United Kingdom.

Where an international transfer is subject to UK data protection restrictions, we will rely on an appropriate mechanism where required. This may include:

• UK adequacy regulations;
• approved contractual safeguards;
• the UK International Data Transfer Agreement;
• an approved UK Addendum;
• another legally recognised transfer mechanism.

External providers may also apply their own security, privacy and international-transfer arrangements.

15. Data Security

We use proportionate technical and organisational measures intended to reduce the risk of accidental loss, misuse, alteration, disclosure or unauthorised access.

Measures may include:

• password-protected accounts and devices;
• access limited to people who need the information;
• secure payment providers rather than storing full card data;
• software and device updates;
• reasonable account recovery and authentication controls;
• careful handling of access instructions and keys;
• secure deletion or disposal when records are no longer required;
• review of suspected privacy or security incidents.

No electronic system can be guaranteed completely secure. Customers should avoid sending unnecessary sensitive information through ordinary email, forms or messaging.

16. How Long We Keep Information

We retain personal information only for as long as reasonably required for the purpose for which it was collected, including legal, accounting, insurance and dispute-resolution needs.

A record may be retained longer where reasonably required by law, taxation rules, an insurer, an ongoing dispute, fraud prevention or a legal claim.

Information that is no longer required will be deleted, anonymised or securely disposed of where reasonably possible.

17. Your Data Protection Rights

Depending on the circumstances, you may have the following rights:

17.1 Right of access

You may ask whether we process your personal information and request a copy of relevant information.

17.2 Right to rectification

You may ask us to correct inaccurate information or complete information that is incomplete.

17.3 Right to erasure

You may request deletion in circumstances where the right applies. The right to erasure is not absolute and some records may need to be retained.

17.4 Right to restrict processing

You may ask us to restrict how certain information is used while a relevant issue is considered.

17.5 Right to object

You may object to processing based on legitimate interests in certain circumstances. You have an absolute right to object to the use of your information for direct marketing.

17.6 Data portability

Where the right applies, you may request certain information in a structured, commonly used and machine-readable format.

17.7 Withdrawal of consent

Where processing is based on consent, you may withdraw consent at any time. Withdrawal does not make earlier processing unlawful.

17.8 Automated decisions

We do not currently make decisions producing legal or similarly significant effects about cleaning customers solely through automated processing.

Exercising your rights

To make a request, contact:

alycodreanu@gmail.com

We may request proportionate information to verify your identity and protect information from unauthorised disclosure.

We aim to respond without undue delay and normally within one calendar month. In legally permitted circumstances, additional time may be required for complex or multiple requests, and we will explain this where applicable.

18. Children’s Information

Our website and cleaning-booking services are intended for adults and are not directed at children.

A person making a booking must be at least 18 years old. We do not knowingly collect children’s information for marketing or account-registration purposes.

If you believe a child has submitted personal information to us without appropriate involvement from a parent or guardian, please contact us.

19. Personal Data Breaches

We will assess suspected loss, unauthorised disclosure, account compromise or misuse of personal information.

Where legally required, we will notify the Information Commissioner’s Office and affected individuals within the applicable legal timeframe.

Please contact us promptly if you believe information sent to or held by Smartway Cleaning Ltd has been disclosed, lost or accessed improperly.

20. Privacy Complaints

Please contact us first if you have concerns about how we have collected, used, shared, retained or protected your personal information.

You also have the right to complain to the UK Information Commissioner’s Office if you remain dissatisfied.

Visit the ICO complaints service

ICO telephone: 0303 123 1113

21. Changes to This Privacy Policy

We may update this policy when our services, website, suppliers, legal obligations or information-handling practices change.

The most recent version will be published on this page with an updated revision date.

Material changes may also be communicated through the website or directly to affected customers where appropriate.

22. Data Controller Contact

Last updated: July 2026