Privacy Policy

1. Who we are

Go Cleaners London is operated by CK PRESTIGE CLEANING LTD, a company registered in England and Wales under company number 15790380. Its registered office is 1 Elmfield Park, Bromley, United Kingdom, BR1 1LU. The Contact Us page lists our London team by telephone and email. For privacy enquiries, email office@gocleanerslondon.co.uk or call 020 3746 2411.

2. Information we collect

• identity and contact details, including your name, telephone number, email and billing address;
• service and property details, including the cleaning address, access instructions, parking information, property type, rooms, surfaces, appliances, pets and special requirements;
• booking, quotation, payment and invoice records;
• communications, feedback, complaints and call or message records;
• photographs or videos supplied by you, or taken with an appropriate reason before or after a service to document condition or completed work;
• technical data such as IP address, browser, device, referring pages, cookie identifiers and website usage data;
• marketing preferences and consent records.

Please do not send us unnecessary sensitive information. If health, accessibility or safety information is relevant to a booking, we will use only what is necessary to plan and deliver the service safely.

3. How we obtain information

We receive information directly from you through forms, telephone calls, email, chat, booking requests and service visits. We may also receive information from a landlord, tenant, estate agent, property manager, business client, payment provider, advertising platform or analytics provider where permitted by law.

4. Why we use your information and our lawful bases

• Contract: to provide quotations, manage bookings, allocate suitable cleaners, deliver services, take payment and handle service queries.
• Legitimate interests: to operate and improve our business, maintain service quality, prevent fraud, protect customers and staff, manage complaints and keep appropriate records.
• Legal obligation: to comply with tax, accounting, employment, consumer-protection, health and safety and law-enforcement requirements.
• Consent: where required for optional marketing, non-essential cookies or a specific use that we explain at the time. You may withdraw consent at any time.
• Vital interests: in exceptional circumstances where processing is necessary to protect someone’s life.

5. How we use personal information

We use personal information to respond to enquiries; prepare quotations; confirm property, access and cleaning requirements; schedule and provide domestic, end of tenancy, deep, office, carpet, upholstery, oven, window and related cleaning services; process payments and invoices; communicate changes; investigate concerns; improve our website and services; keep the website secure; and send relevant marketing where the law allows.

6. Who we share information with

We share only what is reasonably necessary with cleaners and service teams assigned to your booking; payment, accounting, communications, hosting, analytics and IT providers; insurers and professional advisers; landlords, agents or business contacts where they arranged the service or you authorise disclosure; and public authorities where required by law. Providers acting for us must protect the information and use it only for the agreed purpose. We do not sell personal information.

7. Payments

Card payments may be processed by a specialist payment provider. Full card details are submitted directly to that provider and are not stored by us unless expressly stated. Payment providers process information under their own privacy notices and applicable security standards.

8. Cookies and analytics

Our website uses essential cookies needed for security, forms and core functionality. With your consent, we may use analytics, advertising or functionality cookies to understand visits, measure campaigns and improve the website. You can manage non-essential cookies through the site’s consent controls and your browser settings. Blocking essential cookies may affect website functions.

9. International transfers

Some technology providers may process information outside the United Kingdom. Where this happens, we use an approved safeguard, such as UK adequacy regulations, the UK International Data Transfer Agreement or an approved UK Addendum, together with appropriate security measures.

10. How long we keep information

We keep information only for as long as needed for the purpose collected. Enquiry records are normally retained for up to 24 months; booking, invoice and transaction records are generally retained for up to seven years to meet tax and legal obligations; complaint and service-quality records are retained for as long as reasonably necessary to establish or defend legal claims; and marketing data is kept until you opt out or it is no longer useful. We may retain information for longer where required by law or an active dispute.

11. Security

We use proportionate technical and organisational measures to protect information against loss, misuse, unauthorised access, alteration and disclosure. Internet transmission is never completely risk-free, so please avoid sending sensitive information through unsecured channels.

12. Your data protection rights

Under UK data protection law, you may have the right to access your information; correct inaccurate information; request deletion or restriction; object to processing based on legitimate interests or to direct marketing; receive certain information in a portable format; withdraw consent; and ask for information about safeguards used for international transfers. These rights are not absolute and exemptions may apply.

To exercise a right, email office@gocleanerslondon.co.uk. We may need to verify your identity. We normally respond within one month.

13. Marketing

You can opt out of marketing at any time by using the unsubscribe option in a message or contacting us. We may still send non-marketing communications needed to manage a booking, payment or service issue.

14. Children

Our services are not directed at children and bookings must be made by an adult. We do not knowingly collect children’s information except where limited details are necessary for safety at a property and are supplied by a responsible adult.

15. Automated decisions and third-party links

We do not make decisions with legal or similarly significant effects using solely automated processing. Our website may link to third-party sites; their privacy practices are outside our control, so please review their notices before providing information.

16. Complaints and changes

Please contact us first if you have a privacy concern so we can try to resolve it. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or by calling 0303 123 1113. We may update this policy when our services, technology or legal obligations change. The latest version will always appear on this page with a revised date.