Privacy Policy

About this policy

This policy covers personal information handled by Sparkling Ovens & Carpets in connection with checking availability, making and managing bookings, delivering cleaning services, and related communications and business activities.

Our website and our online booking service are provided through separate systems. This policy explains customer-facing processing across that journey. Detailed information about cookies and similar technologies is set out in our separate Cookie Policy.

Who we are and how to contact us

For the purposes of this policy, the business responsible for your personal information is Sparkling Ovens & Carpets ("we", "us" or "our"). Sparkling Ovens & Carpets is currently operated as a sole trader.

You can contact us about this policy or about your personal information by email at cleaning@sparklingoven.com, or by post at:

Information we collect

Depending on how you use our website and services, we may collect and use the following kinds of personal information:

• your name;
• your contact details, such as telephone number and email address;
• your postcode and the service address;
• the service you select and your appointment or preferred time information;
• any notes or additional details you choose to give us about the service;
• booking reference and related booking record information;
• records relating to our terms, including the version of the Booking Terms you accepted and that you accepted them;
• your choice about whether to receive optional marketing;
• information about enquiries, communications and complaints you make to us;
• technical and operational information used to run the booking journey securely and reliably, and information relating to permitted advertising and attribution.

Our ordinary booking process is not designed to collect special-category personal information, such as health information. Information of this kind may nevertheless be included in optional notes or correspondence if you choose to provide it.

How we collect information

We mainly collect information directly from you — for example when you check availability, request or make a booking, give contact or address details, add optional notes, contact us, raise an enquiry, make a complaint, or tell us whether you want to receive optional marketing.

Some technical and operational information is generated automatically by the systems that run the website and booking journey so that they work correctly and securely.

How and why we use your information, and our lawful bases

Data-protection law requires us to have a lawful basis for using your personal information. The main ways we use it, and the bases we rely on, are set out below.

Checking availability and taking steps before a booking

To check whether we can offer a service at your postcode and to take steps you ask us to take before making a booking. This is to take steps at your request before entering into a contract.

Creating and administering your booking

To create, confirm and manage your cleaning booking, including the booking record and the terms you accepted. This is necessary to perform our contract with you.

Delivering the cleaning service

To deliver and administer the service you booked. Information reasonably needed for the appointment may be made available to the assigned technician or service operator. We aim to share only what is reasonably needed, and not every service operator receives every item of information. This is necessary to perform our contract with you.

Service communications

To send you communications about your booking, such as confirmations, appointment and arrival or access information, changes, cancellations and necessary follow-up. This is necessary to perform our contract with you and is separate from optional marketing — you do not need to agree to marketing to receive these service messages.

Payment

There is no deposit and nothing to pay when you book; payment for the cleaning service is due on completion. We process information needed to administer payment for the service as necessary to perform our contract with you, and, where particular financial records are required by law, to comply with a legal obligation.

Enquiries

To respond to enquiries. Where an enquiry is a step towards a possible booking, we rely on taking steps at your request before entering into a contract. For other genuine enquiries, we rely on our legitimate interest in responding to enquiries and operating a customer-service function.

Complaints and service issues

To receive, investigate and resolve complaints and service concerns. Depending on the circumstances, we rely on performing our contract with you, our legitimate interests in investigating what happened and resolving matters fairly, or, where a specific obligation applies, compliance with a legal obligation.

Incidents, claims, insurance and legal matters

To manage incidents, damage allegations, insurance matters, disputes and legal claims. We rely mainly on our legitimate interests in establishing the facts, obtaining professional or insurance assistance, and establishing, exercising or defending legal rights, and on legal obligation where specifically required.

Accounting and legal records

Where we must process information to meet an applicable legal requirement, we rely on compliance with a legal obligation.

Keeping our systems secure and reliable

To protect customer information, our systems and our business, including security, prevention of fraud or misuse, data and booking integrity, troubleshooting and proportionate technical logging. We rely on our legitimate interest in operating secure and reliable customer and booking systems.

Where we rely on legitimate interests, we consider whether those interests are outweighed by your rights and interests. You can ask us for more information about this.

Service photographs

Where reasonably needed, a technician or service operator may take photographs of the appliance, carpet, upholstery or other service area — for example to record condition before or after work, to evidence the service delivered, to record a suitability or limitation issue, for quality review, or to help investigate a complaint, damage, incident or dispute including for insurance purposes.

Where reasonably practicable, service photographs aim to avoid capturing people, personal documents, screens, financial or medical information, unrelated valuables and unrelated areas of the property.

Where we use service photographs for these operational purposes, we rely on our legitimate interest in keeping proportionate evidence of the condition and completion of work, resolving disputes fairly and protecting your interests and ours. Taking a photograph for these operational purposes does not by itself allow us to use it for marketing. Where we want to use identifiable images of a customer's job to promote our services, we ask for your consent.

Optional marketing

When you book, you can separately choose whether to receive optional marketing, such as information about future seasonal offers or priority-slot alerts. Where we send you marketing, we rely on your consent.

Marketing is optional and separate from the Booking Terms, from receiving the cleaning service, and from your cookie and advertising choices. You do not have to agree to marketing in order to book.

Any optional marketing is sent only where you have given the relevant permission, and may be sent by email, text or messaging services depending on the permissions you have given and the channels available. Having contacted us in the past does not by itself mean you have agreed to receive marketing.

Cookies, analytics and advertising

Our website uses cookies and similar technologies. Some are necessary to make the site and booking journey work. Where non-essential analytics, advertising, attribution or similar technologies require consent, we use them only after you have given the relevant consent. Your marketing permission and your cookie or advertising consent are separate things.

A high-level summary is given here, and full details are set out in our separate Cookie Policy.

Who we share information with

We share personal information only where appropriate, and with the following categories of recipient:

• providers that help us run bookings and manage customer information;
• cloud and operational technology providers;
• communications providers;
• consent-management providers;
• analytics, advertising and attribution providers, where permitted;
• the technician or service operator assigned to your booking;
• professional advisers and insurers, where necessary;
• regulators, courts, law-enforcement bodies or tax authorities, where applicable.

International transfers

Some of the service providers we use may process personal information outside the UK. Where personal information is transferred internationally and UK data-protection law requires safeguards, we use an appropriate lawful transfer arrangement or other protection required for that transfer.

How long we keep information

We keep personal information only for as long as we reasonably need it for the purpose for which it was collected. How long that is depends on the type of information and why we hold it — for example booking and service records, accounting and other legal obligations, complaints and claims, marketing-preference records, and cookie or analytics information can each be kept for different periods.

Our retention approach is to delete or appropriately anonymise information when it is no longer needed for the relevant purpose. Removal from every technical system or backup may not be immediate.

Security

We use reasonable and appropriate organisational and technical measures to protect personal information. No website, system or method of transmission can be guaranteed to be completely secure, but we take proportionate steps to keep information protected.

Automated systems

We use automated systems for routine parts of the booking process, such as checking postcode coverage, availability and routing a booking to the appropriate service area.

Your data-protection rights

Depending on the circumstances and the lawful basis we rely on, you may have the right to:

• ask for access to your personal information;
• ask us to correct information that is inaccurate or incomplete;
• ask us to erase information, where applicable;
• ask us to restrict how we use information, where applicable;
• object to our use of information, where applicable;
• ask for portability of certain information, where applicable;
• withdraw your consent, where we rely on consent.

These rights do not all apply in every situation, and whether they apply can depend on the purpose, the lawful basis, our legal obligations and the circumstances. Where we use your information on the basis of our legitimate interests, you have the right to object, and we will handle any objection in accordance with applicable data-protection law.

To make a request, contact us at cleaning@sparklingoven.com. We may need enough information to confirm who you are and to understand and respond to your request.

Withdrawing marketing consent

You can withdraw your marketing permission at any time. Details of the available opt-out method will be provided with the relevant marketing communication, or you can contact us using the details in this Privacy Policy. If you opt out, we may keep enough information to make sure we continue to honour your choice; that record is not used to send you further marketing.

Complaining to the ICO

If you have a concern about how we handle your personal information, you can contact us so we can try to help. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator.

How to contact us

For any questions about this Privacy Policy or about your personal information, contact Sparkling Ovens & Carpets:

cleaning@sparklingoven.com

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in how we operate or in legal requirements. The latest version will be published on this page.