1. Introduction

Clensr ("we", "our", or "us") is committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, store, share, and protect your information when you use our cleaning services marketplace platform, in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Data Controller

Clensr is the data controller responsible for your personal data. You can contact us at:

Email: privacy@clensr.com
Data Protection Officer: dpo@clensr.com
Registered Office: Scotland, United Kingdom

3. Information We Collect

3.1 Account Information

When you create an account, we collect:

Full name
Email address
Password (stored securely using industry-standard encryption - we never store passwords in plain text)
Phone number
Account type (Home, Business, or Cleaner)
Email verification status

3.2 Cleaner Profile Information

For cleaner accounts, we additionally collect:

Business name
Service area (postcode)
Biography and service description
Years of experience
Availability preferences
Insurance information and expiry dates
Profile photograph
Ratings and reviews
Payment account information (via Stripe)

3.3 Customer Address Information

For customers booking services, we collect:

Service addresses (street address, city, postcode, country)
Address labels (e.g., "Home", "Office")
Access instructions for cleaners

3.4 Booking Information

When you book or provide cleaning services, we collect:

Booking dates and times
Service location
Property details (type, size, condition)
Number of cleaners required
Pricing and duration estimates
Special instructions or requirements
Property photographs (optional, up to 5 images)
Service timestamps (arrival, start, completion)
Hours worked
Booking status and history
Cancellation information (if applicable)

3.5 Payment Information

For payment processing, we record:

Payment amounts and currency
Platform fees and cleaner payouts
Payment status and history
Payout status for cleaners
Payment references
Subscription information (for recurring bookings)

Important: We do not store your payment card details. All card data is securely processed and stored by our payment provider, Stripe, in compliance with PCI DSS standards.

3.6 Reviews and Ratings

When you leave reviews, we collect:

Star ratings
Written reviews
Review visibility preferences (public or private)
Review timestamps

3.7 Team Collaboration Data

For cleaners using team features:

Team name and membership
Team member roles (Owner, Admin, Member, Scout)
Invitation status and history
Job assignments and responses

3.8 Security and Usage Data

For security and platform improvement:

IP addresses
Device and browser information
Login timestamps and locations
Activity logs (account actions, bookings, cancellations)
Page views and navigation patterns (if analytics enabled)

3.9 Support Communications

When you contact support:

Support ticket content and correspondence
Issue category and priority
Ticket status and resolution details
Related booking information

3.10 Cleaner Blocking Records

When customers block cleaners from future bookings, we maintain records of these preferences to enforce them across the platform.

4. How We Use Your Information

4.1 Service Delivery

We use your personal data to:

Create and manage your account
Verify your email address and identity
Process bookings between customers and cleaners
Process payments and refunds
Facilitate cleaner payouts
Match customers with available cleaners
Enable communication about bookings
Manage recurring booking subscriptions
Enforce cleaner blocking preferences
Enable team collaboration features

4.2 Communications

We send emails for:

Email verification
Password reset requests
Account security notifications (login alerts, password changes)
Booking confirmations and updates
Cancellation and refund notifications
Team invitations and notifications
Important account or service updates

4.3 Platform Improvement and Security

We use data to:

Monitor platform performance and usage
Detect and prevent fraud and abuse
Investigate and resolve disputes
Maintain security logs for auditing
Improve features and user experience
Analyse platform metrics

4.4 Legal Compliance

We process data to:

Comply with UK tax and financial regulations
Respond to legal requests and court orders
Enforce our Terms of Service
Protect rights, property, and safety

5. Legal Basis for Processing (UK GDPR)

5.1 Contract Performance (Article 6(1)(b))

Processing is necessary to provide our services, including account management, booking processing, and payments.

5.2 Legal Obligation (Article 6(1)(c))

We are legally required to retain financial transaction records for 7 years to comply with UK tax laws and HMRC regulations.

5.3 Legitimate Interests (Article 6(1)(f))

We have legitimate interests in:

Preventing fraud and ensuring platform security
Improving services and user experience
Enforcing customer blocking preferences
Resolving disputes and providing support

5.4 Consent (Article 6(1)(a))

We obtain your consent for analytics cookies and marketing communications. You may withdraw consent at any time.

6. Data Sharing and Disclosure

6.1 Third-Party Service Providers

We share data with trusted service providers who assist us in operating our platform:

Payment Processing (Stripe)

Processes all payments, refunds, and cleaner payouts
Manages subscription billing for recurring bookings
Stores payment card information securely (we do not have access to full card details)
Operates globally with appropriate data protection safeguards

Email Delivery Service

Sends transactional emails on our behalf
Receives email addresses, names, and email content necessary for delivery

Cloud Hosting and Storage

Hosts our platform and database
Stores uploaded files (profile photos, property images)
Provides content delivery and performance optimization

Analytics (Optional)

Collects anonymised usage statistics (only if you consent via cookie banner)
Helps us understand platform performance and user behavior
You can opt out at any time through cookie preferences

6.2 Sharing Between Users

When bookings are made, we share necessary information to facilitate the service:

With Cleaners: Customer name, service address, booking details, special instructions, property photos
With Customers: Cleaner name, business name, profile photo, ratings, limited contact information
Privacy Protection: We do not share full email addresses between users

6.3 Legal Disclosures

We may disclose information when required by law:

To comply with legal obligations and court orders
To HMRC for tax compliance
To law enforcement in response to valid requests
To protect our rights, property, or safety, or those of our users
In connection with a business transfer or merger (with notice to users)

6.4 What We Never Share

We never sell your data or share it for marketing purposes. We do not share:

Your password (stored securely, never reversible)
Payment card details (held exclusively by Stripe)
Full email addresses with other users

7. Data Security

We implement comprehensive security measures to protect your data:

Passwords are encrypted using industry-standard hashing (never stored in plain text)
All data transmitted over encrypted connections (HTTPS/TLS)
Secure session management
Database security and access controls
File upload validation and sanitization
API authentication and authorization
PCI DSS compliant payment processing (via Stripe)
Regular security audits and monitoring
Limited employee access to personal data (need-to-know basis)

While we implement robust security measures, no system is 100% secure. We cannot guarantee absolute security of data transmitted over the internet. You are responsible for maintaining the confidentiality of your password.

8. Data Retention

8.1 Active Accounts

We retain your personal data while your account is active and as necessary to provide our services.

8.2 Account Deletion

When you delete your account:

Personal identifiers are immediately anonymised
Your account is permanently deleted
Transaction records are retained for 7 years as required by UK tax law
After 7 years, financial records are anonymised

8.3 Retention Periods

Booking and Payment Records: 7 years (UK tax compliance requirement)
Security Logs: 90 days
Email Verification Tokens: 24 hours or until used
Password Reset Tokens: Limited time period for security
Session Data: Limited duration, cleared on logout
Support Tickets: Retained while account is active, then anonymised
Reviews: Retained to maintain rating accuracy (anonymised if account deleted)

8.4 Legal Requirements

UK law requires businesses to retain financial transaction records for 7 years for tax purposes. This legal obligation overrides deletion requests for financial data only.

9. Your Rights Under UK GDPR

Under UK GDPR and the Data Protection Act 2018, you have the following rights:

9.1 Right of Access

You can request a copy of all personal data we hold about you. Contact privacy@clensr.com for a complete data export.

9.2 Right to Rectification

You can update or correct your information through your account settings, or contact us for assistance.

9.3 Right to Erasure ("Right to be Forgotten")

You can request account deletion at any time. Please note:

Personal identifiers are immediately anonymised
Financial records must be retained for 7 years (legal requirement)
Outstanding bookings must be completed or cancelled first

9.4 Right to Restriction of Processing

You can request that we limit how we process your data in certain circumstances. Contact privacy@clensr.com to exercise this right.

9.5 Right to Data Portability

You can request your data in a structured, machine-readable format (JSON or CSV) by contacting privacy@clensr.com.

9.6 Right to Object

You can object to processing based on legitimate interests by:

Opting out of analytics cookies
Unsubscribing from marketing communications
Contacting us to discuss specific concerns

9.7 Right to Withdraw Consent

Where we rely on consent (e.g., analytics cookies), you can withdraw it at any time through your cookie preferences or browser settings.

9.8 Right to Lodge a Complaint

If you believe we have mishandled your data, you can lodge a complaint with the UK Information Commissioner's Office (ICO):

Website: ico.org.uk
Phone: 0303 123 1113
Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

9.9 How to Exercise Your Rights

To exercise any of these rights, contact us at:

Email: privacy@clensr.com
Data Protection Officer: dpo@clensr.com

We will respond within 30 days. We may request identity verification to protect your security.

10. Cookies

10.1 Essential Cookies

These cookies are necessary for the platform to function and cannot be disabled:

Authentication cookies (keep you logged in)
Security cookies (protect against fraud)
Session cookies (remember your preferences during your visit)

10.2 Analytics Cookies (Optional)

These cookies help us understand how the platform is used (requires your consent):

Page view tracking
Session duration
Performance monitoring
Navigation patterns (anonymised)

You can opt out via our cookie consent banner or browser settings.

10.3 Managing Cookies

You can control cookies through:

Our cookie consent banner (appears on first visit)
Your browser settings
Browser privacy/incognito mode

Note: Blocking essential cookies will prevent you from using the platform.

11. International Data Transfers

Some of our service providers (particularly payment processing and cloud hosting) operate globally and may process data outside the UK/EEA. We ensure all international transfers are protected by appropriate safeguards such as Standard Contractual Clauses (SCCs), adequacy decisions, or equivalent legal mechanisms as required by UK GDPR.

12. Children's Privacy

Clensr is not intended for individuals under 18 years of age. We do not knowingly collect personal data from children. If we discover that a child has provided us with personal information, we will delete it immediately. If you believe a child has provided us with personal data, please contact privacy@clensr.com.

13. Automated Decision-Making

We use limited automated processing for:

Automatic cancellation of unpaid bookings after payment deadlines
Matching cleaners to jobs based on location and availability
Preventing blocked cleaners from seeing customers' jobs

You have the right to request human review of any automated decision that significantly affects you.

14. Data Breach Notification

In the event of a data breach that may pose a risk to your rights and freedoms, we will notify you and the ICO within 72 hours as required by UK GDPR. We maintain incident response procedures and conduct regular security monitoring.

15. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by:

Email notification to your registered address
Prominent notice on the platform
Updating the "Last updated" date at the top of this policy

Your continued use after changes become effective constitutes acceptance of the revised policy.

16. Contact Us

For questions or concerns about this Privacy Policy or our data practices:

Privacy Enquiries: privacy@clensr.com
Data Protection Officer: dpo@clensr.com
Registered Office: Scotland, United Kingdom

We aim to respond to all enquiries within 30 days.