Privacy & Cookies Policy
ELLENBROOK CLEANING are committed to protecting any data that we collect concerning you. This includes having security systems in place and strong contractual agreements in place where we use third parties. Our holding of your personal data uses one of three lawful reasons for holding that data, which is not necessarily just your consent. If you are concerned by this please continue to read.
Some personal data is essential to our App/Website functioning and our supplying a product or service to you. If you do not wish to allow us to process your data then you will not be able to use our services.
Useful contact details and a summary of the control you have over your personal data can be found at the end of this policy.
In processing personal data, we will comply with relevant legislation in force from time to time in England. We may change this policy from time to time by updating this policy as we improve our service to you and as relevant Data Protection legislation comes into force including the General Data Protection Regulation (EU) 2016/679. Your personal information will continue to be held in accordance with our policy as it develops. We will not reduce your rights under this policy without your explicit consent.
Legal Basis for Processing
We gather data three groups,
the non-registered viewer of our App/Website in which our services are described (“Viewer”),
our customers registering to place Bookings for domestic services “Customers”)
our services personnel who work with us to provide services to our Customers (“Service Agents”)
- Where you are merely a Viewer we will normally only gather data indirectly but might also do so directly if you i) request further information from use ii) engage with us on social media as examples.
- Where you are our Customers or Service Agents we will gather data indirectly and directly.
We are required to process your personal data in a lawful, fair and transparent manner.
Contract – where you are inquiring about Booking with us, working as part of our services network, where you are a Viewer sending us enquiries, or during the process of registering with us, we process data necessary to answer your enquiry and process your account in order to provide you with the services. Our service may include being in contact with you as follow up even after your initial question has been answered, to maintain your registration with us including carrying out verification checks on in accordance with our terms of business or otherwise.
Legitimate Activities – where we are required to store information for legal purposes, for example where you have been a Customer or Service Agent for contractual purposes as above, we do so as part of our legitimate activities as a lawful business.
Data Controller and Processor
ELLENBROOK CLEANING makes the decisions concerning how personal data through ELLENBROOK CLEANING is processed. Accordingly, we are the Data Controller for your personal information. Therefore we should be your first point of contact.
ELLENBROOK CLEANING may use a third party to help power its App/Website and/or Supplier, Customer and networking contact management system at our discretion. This provides you with an improved service and better user experience. They process your personal information as set out in this policy and they do so under our direction. Accordingly, they act as a Data Processor. Should you have any concerns about this please do not hesitate to contact us.
In certain circumstances where we are given personal data for the reference of others, we act merely as Data Processors, where we process information under direction of third parties. These limited examples might include where Service Agents or those networking with us provide us with contact details of others.
ELLENBROOK CLEANINGs App/Website Anonymous Tracking
Some personal data may be processed by us when you are merely browsing our App/Website.
You can choose to accept or decline cookies from our App/Website.
A cookie is a small file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser on your device when you visit a website. The identifier is then sent back to the server each time the browser requests a page from the server. The cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies help us provide you with a better site by tailoring the App/Website operations to your needs and to respond to you as an individual user such as identifying which pages you find useful and which you do not.
Such a cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us, however, do note that personal information that you do share with us may be linked to the information stored in and obtained from cookies.
Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our App/Website in order to tailor it to users’ needs. We only use this information for statistical analysis purposes and does not identify you individually.
Merely by browsing our App/Website, ELLENBROOK CLEANING tracks your use so that we can offer you a better user experience relating to your navigation habits. This helps us analyse data about social media traffic and improve in order to tailor it to the needs of our customers.
Our App/Website uses tracking technology to help us to analyse user behaviour.
Google Analytics is an example of this technology. It is an analysis service by Google Inc.
We will not gather any personally identifiable information about you through Google Analytics. You can find more information about what data can be collected via Google Mobile App Analytics at http://support.google.com/analytics/bin/answer.py?hl=en&answer=2568871 .
By using the App/Website, the user explicitly consents that his or her information is collected via Google Analytics.
What we might collect
ELLENBROOK CLEANING collects the following types of information.
identification of your past and current use of ELLENBROOK CLEANING, its App/Website and its product pages
technical information from your device to enable it to interact with our system
information about your visits including page response time, pages visited, methods of browsing and similar
Direct Information Gathering
Some personal data may be processed by us when you have requested a product or service from us, whether as part of an agreement to purchase from us, merely requesting further contact from ELLENBROOK CLEANINGor registering to post comments or information with us.
Risk and Personal Data
Please note that sending information over the internet is not completely secure and we cannot guarantee the security of your data while it is in transit. Any data you send is at your own risk. Please do not include special category personal data when communicating with us.
What we might collect
contact information including postal address, email address and telephone contact details depending on the service you are requesting
demographic information such as location and type of lodgings, number of rooms etc
other information relevant to your Booking preferences
whether you are interested in assisting us as a Service Agent and commercial details relating thereto
interest in customer surveys and/or offers
Personal Payment Information
We store and disclose Customer location data to third parties, specifically our Service Agents, to assist our delivering products to you. If you are a Service Agent your location will be stored to assist with
Compilation of Data
In order for the Booking preferences search function on ELLENBROOK CLEANING to operate, it is essential that we hold onto and connect data together to identify you and your preferences. This will include location data, your name and similar information, demographic information or price options.
We may also keep data to record the appreciation shown by customers and their experiences. This is for internal purposes to enable us to check that we continue to provide an excellent service. If the record is initiated by us then we will anonymise it, using only first names. We also collect reviews of our services and Service Agents through Google and Facebook social media, whose privacy policies can be found on their respective websites.
What we do with the information we gather
We take different types of information from you. Processing of anonymous data is either stored on your device and not accessed by us (eg cookies) or informs our statistical analysis on App/Website and page use (eg traffic cookies, Google Analytics).
Processing of your personal information involves a number of different actions depending on why you have supplied us with information:
The information we hold about you may be stored outside the European Economic Area in order to process your data.
Initially, your personal information is held securely by our third-party IT supplier. They would not normally view or use your personal information unless there is an issue with the use or security of holding your data.
We hold your data securely. This is held in accordance with our retention periods policy below.
We collect anonymous data for the following and similar purposes:
to customise ELLENBROOK CLEANINGaccording to your preferences and needs
to improve how we display information on our products and services on our App/Website for your benefit and in keeping with your device
to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
to allow you to participate in interactive features of our service when you choose to do so;
as part of our efforts to keep our site safe and secure;
to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you;
to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.
We require your personal information to make our initial response that you have asked for.
Information Requests: we will take your name and address to accurately send to you our latest sales information or information on how our App/Website works.
Once information is received by us through your registration with us it is stored centrally. We then use your contact details and other information relevant to your registration in order for use to be in contact with you and supply our services to you.
The personal information enables us:
to operate the ELLENBROOK CLEANING customer service and respond to your enquiry
arrange delivery of your products ordered to you using our own or third-party delivery business to whom we will disclose your data essential to make the delivery
for internal record keeping, to manage your enquiry at times convenient to you.
Your registration data will be held by us in accordance with our retention periods policy below.
Supplying your data to third parties
Where we must share your data for the purposes of providing you with the services you have requested we will use reasonable endeavours to put in place contractual and practical systems to protect your personal information securely.
depending on your consent we may periodically use your contact details to send you promotional emails or texts about new products, special offers or other information which we think you may find interesting using the contact details which you have provided
depending on your consent to contact you, using your contact details, for market research purposes
depending on your consent, supply of your contact details to third parties for use with related marketing messages
Your contact information for future marketing will be stored centrally with our third-party provider. The use of your personal information for future marketing is managed by our third-party provider.
Request for Deletion of information
If you have provided your consent to receive future marketing messages then we will hold this information until you indicate that you no longer wish to receive messages from us.
If you contact us to indicate that you no longer wish to receive messages from us we may store that indication centrally.
Contracts with you
We will use information obtained via our App/Website to finalise contracts with you. Such information will be held in our customer records. Should such data be used to assist in Bookings or contracts made with you then that information may be held as part of our accounting records held by us for compliance purposes. Only data sufficient for these purposes will be held and this data will be held securely and is kept separately and only for the purposes of tax compliance.
Unless stated herein, we set out here our general policy with respect to the periods we hold onto your data.
Contract – if you have a contract with us then we will hold onto your data for as long as our contract lasts with you plus 6 years, except where legal compliance obligations require us to hold onto this data for longer.
Consent – where you have provided consent to processing your data either for us to send you marketing messages or you are part of our service network we will hold onto your data until you have withdrawn your consent to the processing.
Legitimate activities – where we process your data for our legitimate business purposes we will hold onto this data for 6 years or as long as we are required to by law or regulation.
Business Purchase or Sale
Please note that if the business were to be sold or transferred or we were to purchase another business, your data will be transferred with it but only as part of the business as sold or transferred. Your personal information may be disclosed to a prospective buyer or seller of such business.
External Sites and Social Media
When you connect to or from ELLENBROOK CLEANING using external App/Websites please be careful to check whether the external site is one controlled by us (usually our social media spaces on platforms such as Facebook, Twitter or LinkedIn) or those used by third parties. We cannot control the information practices of other companies and organisations that might advertise, display, link to, or offer to obtain our goods or services for you. We cannot take responsibility for, cannot control and this policy does not cover spaces on the internet not controlled by us.
Linking to other App/Websites
Similarly, our App/Website may contain links to enable you to visit other App/Websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other App/Website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the App/Website in question.
Note also that third-party cookies might be downloaded onto your device as a result of your use of this App/Website, for example, if you were to send information to or from this App/Website to your social media account your account may require the use of such cookies to enable this transfer to take place. These cookies are not under our control and we disclaim any responsibility for the acts of third-party cookies.
Posting Comments & Social Media
Please note that if you choose to post comments on this App/Website or via our social media accounts containing personal data we cannot accept responsibility for the use or misuse of such data by others who have access to such posts and we suggest that you consider carefully before posting any such data. We use social media platforms including Facebook, Twitter and LinkedIn as well as posts on Google. Please note that we may review tracking data generated by social media providers such as Facebook for measuring how useful our social media presence is for you.
Social Media Data Gathering
We employ technology to help us identify when you might have encountered us through social media or to send you targeted marketing messages relating to products we have to offer during your social media experience. The use of this technology does result in our holding your personal contact details and likes and dislikes. We do not categorise this information based on what the law describes as “sensitive personal data”.
Facebook as an example of Social Media Integration
The social network Facebook is headquartered at 1601 South California Avenue, Palo Alto, CA 94304, USA. Facebook is used and to get Facebook information about ELLENBROOK CLEANING Customers and Suppliers. An overview of Facebook integrations and social plugins can be found here: http://developers.facebook.com/docs/plugins/ .
When users enable the Facebook connection in their settings, the Facebook integration establishes a connection between a user's device and the Facebook server. Thereby, ELLENBROOK CLEANING receives information about the user.
When users invite friends via Facebook, the Facebook integration establishes a connection between a user's device and the Facebook server. That allows the user to gain information about his or her friends via ELLENBROOK CLEANING. ELLENBROOK CLEANING as the provider of ELLENBROOK CLEANING does not receive any of this information.
Users have to actively enable the Facebook connection in their Settings in order to be able to share information on Facebook and invite friends via Facebook. If users do not want Facebook to gain information on their ELLENBROOK CLEANING usage or if they don't want ELLENBROOK CLEANING to gain information about them via Facebook, they should leave the Facebook integration disabled as it is in the default settings. Once enabled, users can disable the Facebook connection again in their Settings at any time.
By activating the Facebook connection in his or her settings, the user explicitly consents to the information exchange described in this section. Any data arising from the use of Facebook will be located outside the EEA and subject to transmissions between the EEA and elsewhere.
Controlling your personal information
Data Protection legislation gives you certain rights to control your personal data. These are:
1. The right to be informed
2. The right of access
3. The right to rectification
4. The right to erasure
5. The right to restrict processing
6. The right to data portability
7. The right to object
8. Rights in relation to automated decision making and profiling
We fulfil these rights in the ways set out below, however, we do reserve our right to continue to process your data or refuse your requests as set out in relevant legislation.
You can choose to accept or decline cookies from our App/Website. Most web browsers automatically accept cookies, but you can modify your browser setting to decline cookies if you prefer. The methods for doing so vary from browser to browser, and from version to version. You can, however, obtain up-to-date information about blocking and cookies via these links:
https://support.apple.com/kb/PH21411 (Safari); and
However, if you block cookies, you will not be able to use all the features on our App/Website and will not be able to use our platform.
You have control over the information you supply to us whether by:
consent gained from your continuing to browse our site, or
your explicit consent by completing a contact or registration form, or
your explicit consent to further processing to send you ongoing marketing material concerning our services, or
by your contacting us about your personal information as described below.
The situation in which you give this information will inform our understanding of the consent you have given and the direct purpose for which you supply your data. If you choose to withdraw your consent to the processing of your personal information at any time then you should inform us in writing using our contact details below.
You may request details of personal information which we hold about you under the relevant Data Protection legislation in force at the time (a “Subject Access Request”). If you would like a copy of the information held about you, please email us.
Data Correction, Complaints & Deletions
If you believe that any information we are processing on you
is incorrect or incomplete, (perhaps for example because you have seen your name spelt incorrectly or someone else has received a call meant for you) or
is being mis-used (perhaps, for example, a company you don’t know has contacted you using information you supplied to us and you didn’t agree to this), or
should no longer be processed by us (perhaps for example because you no longer wish to be contacted)
then please email us as soon as possible. We will promptly correct or delete any information found to be incorrect or no longer necessary and deal with your complaint. These rights to object are subject to our right to consider whether we are permitted or required to continue the processing in which event we will inform of our reasons.
We ask that if you have any concern you first approach us via our contact email address email@example.com.
Should you wish to take the matter further we ask that you contact us in writing setting out your concerns in detail to enable us to provide you with an effective response.
Right to Erasure (Right to be Forgotten)
Further information on this new right can be found on the UK Information Commissioner’s website at https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/right-to-erasure/ .
Please note that this right is not absolute. For example, a request that information is erased can be rejected if the Data Controller needs the data to comply with a legal obligation or for the establishment, exercise or defence of legal claims.
Lawful Disclosure by Us
Please note that you hereby provide your consent and in any case, we may be required to disclose your data to lawful authorities for the prevention of crime or regulatory purposes or a court as such court requires. In some circumstances, we may not be permitted to inform you that we have made such a disclosure.