VOTARA CLEANING SERVICES
PRIVACY POLICY
Effective Date: ___________________
Last Updated: ___________________
1. Introduction
Votara Cleaning Services (“Votara“, “we“, “our” or “us“) is committed to protecting the privacy, confidentiality and security of the personal information entrusted to us by our customers, website visitors, prospective customers, suppliers, subcontractors and other individuals with whom we interact.
We recognise the importance of protecting personal data and are committed to processing it fairly, lawfully, transparently and securely in accordance with the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations (“PECR”) and all other applicable data protection legislation.
This Privacy Policy explains how Votara Cleaning Services collects, uses, stores, shares and protects personal information when you:
- visit our website;
- request a quotation;
- make a booking;
- purchase or receive our services;
- communicate with us by telephone, email, social media or other means;
- submit an enquiry;
- enter into a contract with us;
- provide information during the course of our services; or
- otherwise interact with Votara Cleaning Services.
This Privacy Policy should be read together with our Terms and Conditions, Cookie Policy and any other privacy notices that we may provide from time to time.
By using our website or engaging our services, you acknowledge that you have read and understood this Privacy Policy.
2. About Us
Votara Cleaning Services is the Data Controller responsible for your personal information.
Our details are:
Registered Business Name: Votara Cleaning Services
Company Registration Number: ___________________
Registered Office: ___________________
Email Address: ___________________
Telephone Number: ___________________
Data Protection Contact: ___________________
Where you have any questions regarding this Privacy Policy or the processing of your personal information, you may contact us using the details above.
3. Our Commitment to Data Protection
Protecting our Customers’ privacy is fundamental to the way we operate.
We only collect personal information where it is reasonably necessary for legitimate business purposes, to provide our services, comply with our legal obligations, protect our staff and customers, or where you have otherwise consented to the processing.
We are committed to ensuring that all personal information is:
- processed lawfully, fairly and transparently;
- collected for specified and legitimate purposes;
- adequate, relevant and limited to what is necessary;
- accurate and kept up to date where reasonably possible;
- retained only for as long as necessary;
- protected using appropriate technical and organisational security measures.
Every member of our staff, together with all subcontractors acting on our behalf, is required to maintain the confidentiality of customer information.
4. The Personal Information We Collect
The personal information we collect will depend upon the nature of your relationship with Votara Cleaning Services and the services you request.
Customer Information
Where you enquire about or purchase our services, we may collect:
- full name;
- home address;
- property address;
- billing address;
- email address;
- telephone numbers;
- preferred contact method;
- booking history;
- appointment dates and times;
- quotation requests;
- cleaning requirements;
- access arrangements;
- customer preferences;
- communication history;
- complaint records;
- feedback;
- review submissions.
Property Information
To enable us to safely and effectively provide our services, we may collect information relating to the Property including:
- property type;
- number of rooms;
- size of property;
- cleaning specifications;
- access instructions;
- parking arrangements;
- key holding arrangements;
- alarm information;
- entry codes;
- known hazards;
- pets kept at the property;
- health and safety risks;
- special cleaning requirements.
We collect only the information reasonably necessary to provide the agreed services.
Operational Photographs and Videos
As explained within our Terms and Conditions, Votara Cleaning Services operates a mandatory quality assurance procedure.
Accordingly, our Cleaning Operatives may take photographs and, where appropriate, short videos immediately before and after providing our services.
These images are collected solely for legitimate business purposes including:
- recording the condition of the Property;
- demonstrating the standard of completed work;
- quality assurance;
- staff training;
- complaint investigation;
- insurance claims;
- dispute resolution;
- legal proceedings where required.
Where reasonably practicable, operational photographs will focus only on the relevant work areas and will avoid capturing unnecessary personal information or images of occupants.
Operational photographs will not be used for advertising, promotional materials or social media without obtaining your separate written consent beforehand.
Payment Information
Where payment is required, we may collect information relating to:
- invoices;
- payment references;
- transaction dates;
- payment status;
- payment method.
Payments processed through third-party payment providers are handled securely by those providers.
Unless expressly stated otherwise, Votara Cleaning Services does not store complete debit card or credit card information.
Website Information
When you visit our website we may automatically collect certain technical information including:
- IP address;
- browser type;
- browser version;
- operating system;
- device information;
- pages visited;
- website navigation;
- referral website;
- approximate location based upon IP address;
- date and time of access;
- website performance information.
This information helps us maintain website security, improve functionality and understand how visitors use our website.
Communications
Whenever you communicate with us, we may retain records of those communications.
This may include:
- emails;
- telephone conversations;
- voicemail messages;
- online enquiry forms;
- website chat;
- SMS messages;
- WhatsApp messages;
- social media messages;
- customer support requests.
These records assist us in providing customer service, resolving disputes, improving our services and complying with our legal obligations.
5. Special Categories of Personal Data
We do not intentionally collect special category personal data unless it is reasonably necessary to provide our services safely or where you voluntarily disclose such information.
Examples may include information relating to:
- disabilities affecting access arrangements;
- medical conditions affecting the cleaning environment;
- allergies relevant to cleaning products;
- information required to protect the health and safety of our Cleaning Operatives.
Where special category data is processed, we will do so only where permitted by UK data protection legislation and will apply additional safeguards where appropriate.
6. How We Collect Your Information
We collect personal information from a variety of sources.
Information You Provide Directly
You may provide personal information when you:
- request a quotation;
- complete a booking;
- contact us by telephone;
- contact us by email;
- communicate through social media;
- complete website enquiry forms;
- submit complaints;
- leave reviews;
- provide feedback;
- arrange payment.
Information Collected During the Provision of Services
Our Cleaning Operatives may collect information while carrying out our services.
This may include:
- operational photographs;
- notes regarding property condition;
- access information;
- customer instructions;
- quality assurance records;
- health and safety observations;
- time records;
- completion reports.
Such information is collected only where reasonably necessary for the provision of our services or to protect the legitimate interests of both the Customer and Votara Cleaning Services.
Information Collected Automatically
When you visit our website, certain information may be collected automatically through cookies and similar technologies.
Depending upon your browser settings and cookie preferences, this may include technical information regarding your device, browsing activity, website interactions and analytics.
Further information regarding cookies is contained within our separate Cookie Policy.
Information from Third Parties
In limited circumstances, we may receive personal information from third parties including:
- payment service providers;
- online booking platforms;
- website hosting providers;
- referral partners;
- insurers;
- professional advisers;
- public authorities where legally permitted.
Where we obtain information from third parties, we will process that information in accordance with applicable data protection legislation and this Privacy Policy.
7. Accuracy of Information
We rely upon the information provided by our Customers to deliver our services safely and efficiently.
You are responsible for ensuring that the information you provide is accurate, complete and kept reasonably up to date.
Where you become aware that any information we hold about you is inaccurate or incomplete, you should notify us as soon as reasonably practicable so that our records may be updated.
Votara Cleaning Services will take reasonable steps to ensure that personal information remains accurate and current throughout our business relationship with you.
8. Lawful Basis for Processing Personal Data
Votara Cleaning Services will only process personal information where we have a lawful basis to do so under the UK General Data Protection Regulation (“UK GDPR”) and other applicable data protection legislation.
Depending upon the circumstances, we may rely upon one or more of the following lawful bases.
Performance of a Contract
The majority of personal information processed by Votara Cleaning Services is necessary to perform our contractual obligations or to take steps at your request before entering into a contract.
This includes, but is not limited to:
- preparing quotations;
- arranging appointments;
- providing cleaning services;
- communicating regarding bookings;
- processing payments;
- issuing invoices;
- responding to service-related enquiries;
- managing recurring cleaning arrangements;
- handling complaints relating to contracted services.
Without this information, we may be unable to provide the requested Services.
Compliance with Legal Obligations
We may process personal information where necessary to comply with legal or regulatory obligations.
Examples include:
- accounting and taxation requirements;
- anti-fraud measures;
- insurance obligations;
- responding to lawful requests from regulatory authorities;
- court orders;
- legal proceedings;
- health and safety obligations;
- record keeping required by law.
Legitimate Interests
We may process personal information where it is necessary for our legitimate business interests, provided that those interests are not overridden by your rights and freedoms.
Examples include:
- improving our services;
- managing customer relationships;
- staff scheduling;
- quality assurance;
- investigating complaints;
- preventing fraud;
- protecting company property;
- protecting customer property;
- ensuring staff safety;
- monitoring business performance;
- recovering unpaid debts;
- defending legal claims;
- maintaining business records;
- investigating insurance claims.
Before relying upon legitimate interests, we consider the impact upon your privacy and ensure that our processing remains fair and proportionate.
Consent
In certain situations we rely upon your consent before processing personal information.
Examples include:
- marketing communications;
- optional website cookies;
- use of photographs for advertising or promotional purposes;
- publication of customer testimonials.
Where consent is relied upon, you may withdraw that consent at any time.
Withdrawal of consent will not affect processing carried out before consent was withdrawn.
Establishment, Exercise or Defence of Legal Claims
Where reasonably necessary, Votara Cleaning Services may process personal information in connection with:
- legal proceedings;
- dispute resolution;
- debt recovery;
- insurance claims;
- contractual disputes;
- regulatory investigations.
9. How We Use Personal Information
We use personal information only for legitimate business purposes connected with the operation of Votara Cleaning Services.
Personal information may be used to:
- prepare quotations;
- confirm bookings;
- allocate Cleaning Operatives;
- provide cleaning services;
- communicate with Customers;
- verify appointments;
- manage recurring cleaning schedules;
- collect payments;
- issue invoices;
- provide customer support;
- investigate complaints;
- investigate damage claims;
- improve service quality;
- monitor staff performance;
- conduct internal audits;
- maintain business records;
- comply with legal obligations;
- enforce contractual rights;
- recover outstanding payments;
- protect our business;
- protect Customers;
- protect our Cleaning Operatives;
- prevent fraud or criminal activity.
We will not use your personal information for purposes that are incompatible with those described in this Privacy Policy unless required or permitted by law.
10. Property Photography and Quality Assurance
As part of our commitment to delivering high-quality cleaning services, Votara Cleaning Services operates a mandatory quality assurance procedure.
Cleaning Operatives may take operational photographs and, where appropriate, short videos immediately before and after providing the Services.
These operational records are taken for legitimate business purposes including:
- recording the condition of the Property before cleaning;
- recording the standard of completed work;
- investigating complaints;
- investigating allegations of damage;
- supporting insurance claims;
- supporting legal proceedings;
- staff training;
- internal quality assurance;
- compliance monitoring.
Where reasonably practicable, photographs will focus only upon the areas being cleaned and will avoid unnecessarily capturing occupants or personal belongings.
Operational photographs are retained securely and access is restricted to authorised personnel who require access for legitimate business purposes.
Operational photographs will not be used for:
- advertising;
- promotional materials;
- social media;
- website galleries;
- printed marketing material;
- online marketing campaigns,
unless you have first provided your separate written consent.
Where consent has been provided, you may withdraw that consent at any time.
Withdrawal of consent will not affect any lawful processing carried out before consent was withdrawn.
11. Sharing Personal Information
Votara Cleaning Services treats personal information as confidential.
We do not sell, rent or trade personal information to third parties.
However, in order to operate our business effectively, we may share information where reasonably necessary.
Recipients may include:
- employees;
- authorised Cleaning Operatives;
- self-employed subcontractors;
- payment service providers;
- insurers;
- accountants;
- solicitors;
- professional advisers;
- website hosting providers;
- secure cloud storage providers;
- software providers;
- IT support providers;
- debt recovery agents;
- courts;
- law enforcement agencies;
- regulators;
- government authorities where disclosure is required by law.
Any organisation receiving personal information on our behalf is expected to maintain appropriate security measures and process information only for authorised purposes.
12. Use of Self-Employed Subcontractors
Votara Cleaning Services may engage carefully selected self-employed subcontractors to provide cleaning services on our behalf.
Where a subcontractor attends your Property, they may have access to personal information reasonably necessary to perform the Services.
This may include:
- your name;
- property address;
- contact details;
- booking information;
- cleaning instructions;
- access arrangements;
- operational photographs;
- health and safety information relevant to the Services.
All subcontractors engaged by Votara Cleaning Services are contractually required to:
- maintain confidentiality;
- comply with applicable data protection legislation;
- process personal information only on our instructions where applicable;
- maintain appropriate security measures;
- use customer information solely for the purpose of providing Services on behalf of Votara Cleaning Services;
- immediately report any actual or suspected data breach.
Subcontractors are prohibited from retaining, copying, downloading, sharing or using customer information for their own commercial purposes.
They are also prohibited from contacting Customers directly except where authorised by Votara Cleaning Services for operational purposes.
13. International Transfers
Votara Cleaning Services primarily stores and processes personal information within the United Kingdom.
However, certain third-party service providers used by our business may process or store information outside the United Kingdom.
Where personal information is transferred internationally, we will ensure that appropriate safeguards are implemented in accordance with UK GDPR.
Such safeguards may include:
- an adequacy decision recognised by the UK Government;
- the International Data Transfer Agreement (IDTA);
- approved contractual clauses;
- other legally recognised transfer mechanisms.
We will take reasonable steps to ensure that any overseas recipient provides an appropriate level of protection for your personal information.
14. Information Security
Protecting customer information is a priority for Votara Cleaning Services.
We implement appropriate technical and organisational security measures designed to protect personal information against accidental loss, unauthorised access, misuse, disclosure, alteration or destruction.
Our security measures may include:
- password-protected systems;
- encrypted devices where appropriate;
- secure cloud storage;
- restricted user access;
- staff confidentiality obligations;
- subcontractor confidentiality agreements;
- secure disposal of confidential records;
- regular software updates;
- anti-virus protection;
- firewall protection;
- access logging where appropriate.
Only individuals who require access to personal information for legitimate business purposes are permitted to access it.
Although we take reasonable precautions, no method of electronic transmission or storage can be guaranteed to be completely secure.
15. Confidentiality
Votara Cleaning Services recognises that Customers place significant trust in us when allowing us access to their homes and businesses.
All personal information obtained during the provision of our Services is treated as confidential.
Our employees, workers and subcontractors are contractually required to maintain confidentiality and may only access customer information where reasonably necessary to perform their duties.
We will not knowingly disclose:
- customer addresses;
- alarm codes;
- key locations;
- access arrangements;
- operational photographs;
- security information;
- booking information;
- customer contact details,
unless disclosure is:
- required by law;
- necessary for insurance purposes;
- required for legal proceedings;
- authorised by the Customer;
- necessary to protect the rights, safety or property of Votara Cleaning Services or another person.
Our confidentiality obligations continue after the completion or termination of our services.
16. Data Retention
We retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, comply with legal obligations, resolve disputes and protect our legal rights.
Retention periods may vary depending upon the nature of the information and applicable legal requirements.
As a general guide, we may retain:
- quotation enquiries for up to 12 months;
- customer records for up to 6 years following completion of the last service;
- invoices and accounting records for at least 6 years;
- operational photographs for up to 6 years;
- complaint records for up to 6 years;
- insurance claim records until all legal limitation periods have expired;
- health and safety records where required by law.
17. Your Rights
Under the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018, you have a number of rights regarding the personal information that Votara Cleaning Services holds about you.
These rights are not absolute and may be subject to certain legal exemptions or restrictions. Where an exemption applies, we will explain this to you where permitted by law.
You have the right to:
Right of Access
You may request confirmation of whether we process your personal information and, where applicable, request a copy of that information together with details of how it is processed.
Right to Rectification
You may request that inaccurate or incomplete personal information is corrected without undue delay.
Right to Erasure
You may request that your personal information is deleted where:
- the information is no longer required for the purpose for which it was collected;
- you withdraw consent where consent is the lawful basis;
- you successfully object to the processing;
- the information has been processed unlawfully; or
- we are required by law to erase it.
This right does not apply where we are legally required to retain information or where retention is necessary for the establishment, exercise or defence of legal claims.
Right to Restrict Processing
You may request that we temporarily restrict the processing of your personal information in certain circumstances, including while concerns regarding its accuracy are investigated.
Right to Data Portability
Where processing is based upon consent or the performance of a contract and is carried out by automated means, you may request that your personal information be provided in a commonly used electronic format or transferred to another organisation where technically feasible.
Right to Object
You have the right to object to certain processing activities, including processing based upon legitimate interests and direct marketing.
Where you object to direct marketing, we will cease such processing without undue delay.
Rights Relating to Automated Decision-Making
Votara Cleaning Services does not currently make decisions that produce legal or similarly significant effects based solely upon automated processing.
Should this change in the future, this Privacy Policy will be updated accordingly.
Exercising Your Rights
Requests relating to your personal information should be submitted using the contact details provided at the end of this Privacy Policy.
We may request reasonable evidence of your identity before responding to your request.
Unless an exemption applies, we will normally respond within one calendar month.
18. Marketing Communications
Votara Cleaning Services may occasionally contact Customers regarding:
- service updates;
- appointment reminders;
- customer satisfaction surveys;
- promotional offers;
- seasonal services;
- new services;
- company news.
Where required by law, marketing communications will only be sent where you have provided your consent or where another lawful basis applies.
You may withdraw your consent or opt out of marketing communications at any time by:
- following the unsubscribe instructions contained within our emails;
- contacting us directly; or
- updating your communication preferences where available.
Opting out of marketing communications will not affect essential service communications relating to existing bookings, invoices, contractual matters or customer support.
19. Cookies and Website Technologies
Our website uses cookies and similar technologies to improve website functionality, security and user experience.
Cookies are small text files stored on your device when you visit a website.
We use cookies to:
- ensure the website functions correctly;
- remember your preferences;
- improve website performance;
- understand how visitors use our website;
- identify technical issues;
- maintain website security;
- measure the effectiveness of our website.
Where required by law, non-essential cookies will only be placed on your device after you have provided your consent through our cookie banner or consent management platform.
You may change or withdraw your cookie preferences at any time using our website’s cookie settings or through your browser settings.
Further information regarding our use of cookies is contained within our separate Cookie Policy.
20. Third-Party Websites
Our website may contain links to websites operated by third parties.
These links are provided solely for your convenience.
Votara Cleaning Services has no control over the privacy practices, security measures or content of external websites and accepts no responsibility or liability for them.
We encourage you to review the privacy policies of any third-party websites before providing personal information.
21. Children’s Privacy
The services provided by Votara Cleaning Services are intended for adults.
We do not knowingly collect personal information directly from children under the age of 13.
Where we become aware that personal information relating to a child has been collected without appropriate authority, we will take reasonable steps to delete that information unless we are legally required to retain it.
22. Data Breaches
Votara Cleaning Services maintains procedures for identifying, investigating and responding to actual or suspected personal data breaches.
Where a personal data breach occurs, we will:
- investigate the circumstances promptly;
- take appropriate steps to contain and minimise the impact;
- assess the level of risk to affected individuals;
- implement corrective measures where appropriate;
- maintain records of the incident.
Where required by UK data protection legislation, we will notify the Information Commissioner’s Office (“ICO”) and, where applicable, affected individuals within the required legal timescales.
23. Complaints
If you have any concerns regarding the way Votara Cleaning Services processes your personal information, we encourage you to contact us first so that we may investigate the matter and attempt to resolve your concerns.
If you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner’s Office.
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: https://www.ico.org.uk
Lodging a complaint with the ICO does not affect any other legal rights or remedies available to you.
24. Changes to This Privacy Policy
Votara Cleaning Services may amend or update this Privacy Policy from time to time where reasonably necessary.
This may include changes resulting from:
- developments in data protection legislation;
- regulatory guidance;
- changes to our business operations;
- introduction of new services;
- improvements to our security measures;
- technological developments.
The most recent version of this Privacy Policy will always be published on our website.
Where changes materially affect the way we process personal information, we will take reasonable steps to notify affected individuals where required by law.
The “Last Updated” date shown at the beginning of this Privacy Policy indicates when the current version came into effect.
25. Contact Us
If you have any questions about this Privacy Policy, wish to exercise your legal rights, or require further information regarding how Votara Cleaning Services processes your personal information, please contact us using the details below.
Votara Cleaning Services LTD
Registered Office: 82A James Carter Road, Mildenhall, Bury St. Edmunds, IP28 7DE
Telephone: +44 1908 774885
Email: Info@votaracleaning.co.uk
We will make every reasonable effort to respond to your enquiry promptly and in accordance with applicable data protection legislation.
26. Governing Law
This Privacy Policy shall be governed by and interpreted in accordance with the laws of England and Wales.
Any dispute arising in connection with this Privacy Policy or the processing of personal information by Votara Cleaning Services shall be subject to the jurisdiction of the courts of England and Wales, except where mandatory consumer or data protection legislation provides otherwise.
Document Control
Document: Privacy Policy
Owner: Votara Cleaning Services
Version: 1.0
Approved By: _______________________________
Effective Date: _______________________________
Next Review Date: _______________________________
This Privacy Policy should be reviewed periodically to ensure continued compliance with applicable legislation, regulatory guidance and business practices.
Where personal information is no longer required, it will be securely deleted, anonymised or otherwise disposed of in accordance with our internal data retention procedures.