Privacy Policy

Last updated: 17 August 2026

Charlene & Co. respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what information we collect, why we use it, how long we keep it and the rights you have.

1. Who we are

Charlene & Co. provides domestic, commercial and property cleaning services across London.

For data protection purposes, Charlene & Co. is responsible for the personal information described in this policy.

Address: 195–197 Wood Street, London, E17 3NU
Telephone: +44 7856 305559
Email: hello@charlenecleaning.co.uk
Website: www.charlenecleaning.co.uk

2. Information we collect

We may collect:

  • Your name and contact details
  • Your home, business or service address
  • Booking and cleaning-service information
  • Access instructions, key details and alarm information
  • Payment and invoice information
  • Messages, enquiries, complaints and feedback
  • Information about allergies, pets or safety requirements
  • Photographs showing the property’s condition or completed work
  • Website usage, device and technical information
  • Marketing preferences
  • Any other information you choose to provide

We do not normally collect sensitive personal information. Please provide health information only where necessary to tell us about an allergy, accessibility requirement or safety concern relevant to the service.

3. How we collect information

We may collect information when you:

  • Complete a form on our website
  • Request a quotation
  • Make or change a booking
  • Contact us by telephone, email or WhatsApp
  • Pay for a service
  • Leave a review or make a complaint
  • Communicate with our cleaners or representatives
  • Visit or interact with our website

We may also receive information from a landlord, tenant, letting agent, property manager, business representative or another person arranging the service.

4. How we use your information

We may use your information to:

  • Respond to enquiries and provide quotations
  • Confirm and manage bookings
  • Provide cleaning services safely
  • Contact you about access, appointments or changes
  • Process payments and issue invoices
  • Manage keys, entry codes and alarm instructions
  • Investigate complaints, damage or service concerns
  • Maintain business, accounting and tax records
  • Prevent fraud and protect our customers, staff and business
  • Improve our services and website
  • Send marketing communications where permitted
  • Meet our legal and regulatory obligations
  • Establish, exercise or defend legal claims

We will not sell your personal information.

5. Our lawful bases

We use personal information only where we have a lawful reason, including:

Contract

We use your information when necessary to provide a quotation, manage your booking and deliver the agreed service.

Legal obligation

We may keep or use information to comply with tax, accounting, employment, insurance and other legal requirements.

Legitimate interests

We may use information where reasonably necessary to operate and protect our business, improve our services, prevent fraud, manage complaints and communicate with existing customers.

We consider your privacy rights before relying on legitimate interests.

Consent

We may rely on your consent for optional marketing, non-essential cookies or the publication of identifiable photographs and reviews.

You may withdraw your consent at any time.

6. Access information and keys

Access codes, alarm instructions and key information will be used only to provide the agreed service.

We will take reasonable steps to keep this information secure and limit access to people who need it.

Please inform us promptly if access instructions change.

7. Photographs

We may take photographs where reasonably necessary to:

  • Record the property’s condition before work begins
  • Confirm completed work
  • Document damage or safety concerns
  • Investigate a complaint or insurance claim

We will not publish photographs that identify you or your property for marketing purposes without your permission.

8. Marketing communications

We may contact you about similar Charlene & Co. services where legally permitted.

You can stop receiving marketing communications at any time by:

Service-related messages about an active quotation, booking, payment or complaint are not marketing communications.

9. Who we share information with

Where necessary, we may share limited information with:

  • Our cleaners, staff and authorised subcontractors
  • Website, email and booking-system providers
  • Payment-processing and banking providers
  • Accountants and professional advisers
  • Insurers and claims handlers
  • IT and security providers
  • Government authorities, courts or law-enforcement agencies where legally required
  • A buyer or successor if the business is sold or reorganised

We require service providers to protect your information and use it only for the agreed purpose.

We do not share customer information with unrelated businesses for their own marketing.

10. International transfers

Some technology or service providers may process information outside the United Kingdom.

Where this happens, we will take reasonable steps to ensure appropriate legal safeguards protect your information, as required by UK data protection law.

11. How long we keep information

We keep personal information only for as long as reasonably necessary.

Generally:

  • Unsuccessful enquiries and quotations may be retained for up to 12 months.
  • Booking, payment, invoice and customer records may be retained for up to six years.
  • Access codes and alarm information will be deleted when no longer required.
  • Operational photographs will be deleted when no longer needed, unless required for a complaint, insurance matter or legal claim.
  • Marketing information will be retained until you unsubscribe or it is no longer reasonably required.

We may keep information longer where required by law or where necessary to resolve a dispute or legal claim.

12. How we protect your information

We use reasonable administrative, technical and physical safeguards to protect personal information against:

  • Unauthorised access
  • Accidental loss
  • Misuse
  • Alteration
  • Improper disclosure
  • Destruction

Access to personal information is limited to people who reasonably need it to perform their duties.

No internet or electronic storage system is completely secure, but we take appropriate steps to reduce the risks.

13. Your data protection rights

Depending on the circumstances, you may have the right to:

  • Request a copy of your personal information
  • Ask us to correct inaccurate or incomplete information
  • Ask us to delete your information
  • Ask us to restrict how your information is used
  • Object to certain uses of your information
  • Withdraw consent
  • Request the transfer of certain information
  • Object to direct marketing at any time
  • Complain about how we use your information

These rights are not absolute and may be subject to legal exceptions.

To exercise your rights, contact hello@charlenecleaning.co.uk. We may need to verify your identity before responding.

14. Cookies

Our website may use cookies and similar technologies to:

  • Operate essential website functions
  • Remember your preferences
  • Maintain website security
  • Understand website usage
  • Measure marketing performance

Non-essential cookies will be used only where legally permitted and, where required, after you provide consent.

You can manage your choices through the cookie banner or your browser settings. More information should be provided in our separate Cookie Policy.

15. Third-party websites

Our website may contain links to third-party websites.

Charlene & Co. is not responsible for the privacy practices or content of those websites. You should review their privacy policies before providing personal information.

16. Children’s information

Our services and website are not directed at children.

We do not knowingly collect personal information directly from children unless it is reasonably necessary for a service and provided by a parent, guardian or other authorised adult.

17. Changes to this policy

We may update this Privacy Policy when our services, technology or legal obligations change.

The latest version will be published on this page with the updated date.

18. Complaints

Please contact us first if you have concerns about how we use your personal information:

Email: hello@charlenecleaning.co.uk
Telephone: +44 7856 305559

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: www.ico.org.uk