Privacy Policy

1. Who we are and how to contact us

Emma Cleaning LTD is a cleaning company serving Central and East London. For any privacy question or request, email [email protected] or message us on WhatsApp on 07401 498 009.

2. What we collect

• Contact and booking details: your name, email address, phone number, the address and postcode of the property, the service, date and arrival window, details about the property and access, and any notes you give us.
• Payment details: card payments are handled by our payment provider, Stripe. We never see or store your full card number or security code. We receive the card brand, the last four digits, the expiry date and whether a payment succeeded. If you pay a deposit and authorise us to charge the balance after the clean, Stripe securely saves your card for that purpose.
• Your agreement: when you accept our Booking Terms and authorise the balance payment, we record the date and time, the version of the terms, your IP address and your browser or device type, so we can show what was agreed.
• Job photos: our team takes before and after photos of the areas we clean, as a record of the work. We try not to photograph people, documents or other personal items.
• Messages: what you send us by WhatsApp, email, phone or our contact form, and our replies.
• Website use: information collected by cookies and similar technology (see section 9), and technical information such as your IP address and browser type that our hosting provider logs for security.

3. How we use it, and our legal reasons

• To provide the clean you book: arranging and carrying out the job, sending confirmations and reminders, and dealing with any re-clean. Legal basis: performing our contract with you.
• To take payment: the deposit, and the balance you authorised once the job is complete, plus refunds. Legal basis: performing our contract with you.
• To keep a record of the work and resolve problems: job photos, completion checklists and our record of your agreement, used if there is a complaint, a card dispute or an unpaid balance. Legal basis: our legitimate interests in showing the work was done and recovering money we're owed.
• To prevent fraud and keep our systems secure, including fraud checks carried out by Stripe. Legal basis: our legitimate interests, and Stripe's.
• To keep accounting and tax records. Legal basis: legal obligation.
• To understand how our website is used and measure our adverts, using analytics and advertising cookies. Legal basis: your consent where the law requires it.

We don't sell your personal data, and we don't use it to make automated decisions about you.

4. Who we share it with

We share personal data only with people who need it to provide our service:

• Our cleaning team, who see the booking details they need for your job.
• Stripe (payments and fraud prevention). Stripe is responsible for your card details under its own privacy policy.
• Cloudflare (website hosting, our booking database, photo storage and staff sign-in).
• Resend (sending booking and receipt emails).
• Lovable and Supabase (hosting for some of our online booking and cleaning plan features).
• Google (website analytics, advertising measurement and showing our Google reviews), Formspree (our contact form) and Reviewability (review requests on our website).
• WhatsApp (Meta), when you choose to message us there.
• Professional advisers, debt recovery agents and courts, if we need to recover an unpaid balance, and public authorities where the law requires it.

5. Transfers outside the UK

Some of these providers process data outside the UK, for example in the United States. Where they do, the transfer is protected by UK adequacy regulations (such as the UK-US data bridge) or by standard contractual clauses approved for UK transfers.

6. How long we keep it

• Booking, payment and invoice records, including the record of your agreement: 6 years after the end of the financial year they relate to, as required for tax.
• Job photos: 12 months after the clean, unless we need them for a complaint, dispute or claim that's still open.
• Your saved card: kept by Stripe. We only use it for the balance you authorised. You can ask us to remove it once your booking is paid.
• Enquiries that don't turn into a booking: up to 12 months.

7. How we protect it

Card details go straight to Stripe, which is certified to the highest level of the payment card industry standard (PCI DSS Level 1). Each booking has its own private payment link. Our booking system is only open to our team after they sign in, and our website only uses encrypted (HTTPS) connections.

8. Your rights

You have the right to:

• ask for a copy of the personal data we hold about you
• ask us to correct it if it's wrong
• ask us to delete it, or limit how we use it
• object to us using it based on our legitimate interests
• ask us to send it to you or another organisation in a portable format
• withdraw your consent at any time, where we rely on consent

Some of these rights have limits; for example, we must keep payment records for tax. To use any of them, email [email protected]. We'll reply within one month. If you're unhappy with how we've handled your data, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We'd appreciate the chance to put things right first.

9. Cookies

Our website uses these cookies and similar technologies:

• Analytics and advertising (Google Analytics and Google Ads, for example _ga and _gcl_au): to understand how visitors use the site and measure our adverts.
• Payments (Stripe, for example __stripe_mid and __stripe_sid): set on our payment page to prevent fraud. These are strictly necessary.
• Security and staff sign-in (Cloudflare, for example __cf_bm and CF_Authorization): to protect the site from bots and keep our team signed in. These are strictly necessary.
• Reviews (Reviewability): to show review requests.

You can block or delete cookies in your browser settings. Blocking strictly necessary cookies may stop online payment from working.

10. Changes to this policy

We'll update this page if anything changes. The date at the top shows when it was last updated.