Privacy Policy

Kensington Cleaners Privacy Policy

This Privacy Policy explains how Kensington Cleaners collects, uses, stores and shares personal data relating to its customers in the Kensington area and surrounding neighbourhoods. It also sets out your rights under the UK General Data Protection Regulation and any applicable EU GDPR provisions. This Privacy Policy applies to all Kensington Cleaners customers in our service area, whether you interact with us in person, by telephone, online, or through any other channel.

We are committed to handling your personal data fairly, lawfully and transparently, and to protecting your privacy in line with data protection legislation.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us and the services you request. The main categories of personal data we collect include:

Contact and identity details such as your name, title, postal address, collection and delivery address, and any contact preferences you communicate to us.

Communication details such as your preferred method of contact and the content of any enquiries, complaints or feedback that you provide to us in person, by post, or through digital channels.

Service and transaction information such as records of the cleaning services you request, garments and items you hand in, order history, dates and times of collection and delivery, special instructions, payment method used and amounts paid. We do not store full payment card details; these are handled by our payment service provider.

Technical usage information when you use our online services, such as basic log information, device type, general location based on IP address, and information about how you interact with our website or digital tools. This helps us to improve service performance and security.

Marketing preferences such as whether you wish to receive information about offers, service updates or promotions, and the channels through which you prefer to receive them.

In the course of providing our services we do not intentionally collect special category data such as health information. If you voluntarily provide such information within your instructions to us, we will only use it where strictly necessary to deliver the requested service, for example to follow specific care instructions for allergies or sensitivities.

Purposes and lawful bases for processing

We only process your personal data where we have a valid lawful basis under data protection law. The main purposes for which we use your data, and the corresponding lawful bases, are as follows:

To provide cleaning and related services to you, including receiving and processing your orders, identifying and labelling your garments or items, carrying out cleaning, arranging collection and delivery, and managing customer accounts. Our lawful basis is performance of a contract with you or taking steps at your request before entering into a contract.

To manage payments, including calculating charges, processing payments through our payment service provider, issuing receipts, and handling refunds or adjustments. Our lawful basis is performance of a contract and compliance with legal obligations relating to financial record keeping.

To communicate with you about your orders, queries, complaints or feedback, and to provide customer support. Our lawful basis is performance of a contract and our legitimate interest in responding to and assisting our customers.

To maintain business and financial records, meet accounting, taxation and other regulatory requirements, and to cooperate with law enforcement or regulatory authorities where required. Our lawful basis is compliance with legal obligations.

To improve and develop our services, including reviewing service usage patterns, monitoring quality and performance, training staff, and enhancing customer experience. Our lawful basis is our legitimate interest in operating and improving our business in a way that is proportionate and respectful of your privacy.

To send you marketing communications about Kensington Cleaners services, promotions or news where you have given your consent or where we rely on our legitimate interests in promoting our business to existing customers. You can opt out of marketing at any time.

Where we rely on legitimate interests, we always consider and balance any potential impact on you and your rights before doing so.

Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet any legal, accounting or reporting requirements.

Customer service records, such as basic contact details, order history and service information, are generally retained for a period that allows us to respond to queries about past services and to comply with tax and accounting rules. After this period, data is securely deleted or anonymised.

Financial transaction data is retained for the period required under applicable tax and financial regulations. We do not retain full payment card information; this is processed and stored, where required, by our payment service provider.

Marketing preference information is kept for as long as you remain subscribed to our marketing communications or until you withdraw consent or object to such processing, after which it is removed or suppressed from our active mailing lists.

In determining appropriate retention periods, we consider the nature and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, and any applicable legal requirements.

Sharing your personal data and processors

We do not sell your personal data. We only share it with third parties where this is necessary and lawful, and we always require them to protect your data.

Service providers acting as data processors may process personal data on our behalf in order to support our operations. These may include payment service providers that handle card transactions, information technology providers that host or support our systems and website, and delivery partners who assist with collection and delivery of garments or items. Such processors are bound by contractual obligations to keep your data confidential, to use it only in accordance with our instructions, and to apply appropriate technical and organisational security measures.

Professional advisers such as accountants or legal advisers may have access to limited personal data where necessary to provide their services to us, subject to duties of confidentiality and data protection.

Public authorities or law enforcement bodies may receive your personal data where we are legally required to disclose it, for example to comply with court orders, regulatory requests or to protect the rights, property or safety of our staff, customers or others.

If we undergo a business reorganisation, merger or transfer, personal data may be shared with parties involved, but only to the extent necessary and subject to appropriate safeguards.

International transfers

Our main operations are based in the Kensington area and we aim to keep your personal data within the United Kingdom or European Economic Area wherever possible. If any of our service providers transfer personal data outside these territories, we require them to ensure that appropriate safeguards are in place, such as the use of standard contractual clauses or equivalent mechanisms recognised under data protection law.

Your data protection rights

Under data protection legislation, you have various rights in relation to your personal data, subject to certain conditions and exemptions. These rights include:

The right of access, which allows you to request confirmation of whether we process your personal data and to receive a copy of that data together with information about how it is used.

The right to rectification, which allows you to request that inaccurate or incomplete personal data we hold about you is corrected or updated.

The right to erasure, sometimes referred to as the right to be forgotten, which allows you to request that we delete your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to retain it.

The right to restriction of processing, which allows you to request that we limit the use of your personal data in specific situations, such as while we are verifying its accuracy or considering an objection you have raised.

The right to data portability, which allows you, in certain circumstances, to receive personal data you have provided to us in a structured, commonly used and machine readable format and to request that we transmit it to another controller where technically feasible.

The right to object, which allows you to object to our processing of your personal data where we rely on legitimate interests as our lawful basis, including profiling based on those interests. You also have an absolute right to object at any time to the use of your personal data for direct marketing purposes.

Where we rely on your consent as our lawful basis for processing, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

You also have the right to lodge a complaint with a supervisory authority if you are concerned about how we handle your personal data. We encourage you to contact us first so that we can try to resolve your concerns directly.

Security and confidentiality

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, disclosure or destruction. These measures include limiting access to personal data to staff and processors who need it to perform their duties, training our staff on data protection responsibilities, and using secure systems and procedures when handling data.

While we take reasonable steps to safeguard your data, no system can be completely secure. You are responsible for taking reasonable steps to protect your own information, such as keeping any reference numbers or order details confidential.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our processing activities or applicable legislation. Any changes will take effect when the updated version is made available. We encourage you to review this Privacy Policy periodically so that you remain informed about how we process and protect your personal data as a customer of Kensington Cleaners in our service area.